- Report: #912782
Report - Rebuttal - Arbitrate
Complaint Review: Animal Eye Clinic of Camarillo
Animal Eye Clinic of Camarillo1221-B Avenida Acaso Camarillo, California United States of America
Animal Eye Clinic of Camarillo Third Time Not A Charm Camarillo, California
*Author of original report: Scammed.
We loved Dr. Da Silva Curiel, we are past clients, 2 of our dogs had their cataracts removed by Dr. Da Silva. Naturally, when a 3rd littermate developed cataracts we called to make an appt. with Dr. Da Silva again. (At no point were we ever informed that there was a new associate on staff, I didn't even have to look up the website because we already had her phone number).
Mysteriously, and without being informed by Animal Eye Clinic, prior to the fact, we actually were booked with Dr. Marchione instead. We questioned why Dr. Da Silva was not there. She was the only Dr. at Animal Eye Clinic during all of our previous experiences.
Don't we have a right to know that she now only sees patients at the Camarillo location, and that we would have needed to travel to that location to see Dr. Da Silva -especially when we expressly booked the appt. to see Dr. Da Silva? No mention of Dr. Marchione being the only representative for Animal Eye Clinic at the Woodland Hills location now.
When our other two dogs were her patients, she saw them at both locations, their surgeries were performed at the Camarillo location. There were many post-op follow up visits at both locations.
(We have traveled to both locations numerous times before, so it would not have been an issue for us to have gone to the Camarillo location instead --- again, if we had been informed).
Animal Eye Clinic has our address on file from our past history. So when we called to make this particular appt. we were asked if we still lived at the same location. I said yes, and I went over my entire address with her again. We find it odd, that after we had our appt. and our dog was put on the prescription eyedrops, we ultimately received an ARROGANT phone call from Angie saying we were "out of their treatment area zone, (presently), and to find another doctor closer."
But wait --- we have 2 treatment plans for surgeries with every last detail of the procedures and costs specific to our dog's needs, then she was put on pre-op medications prescribed by Animal Eye Clinic of Camarillo. What happened?
We aren't the ones who changed anything.
I called the office after seeing Dr. Marchione to make an appt. to see Dr. Da Silva, Angie made it clear that if we insisted on having an appt. with Dr. Da Silva (as we requested in the beginning) that it would be full price again, no reduction, (like starting all over again), and at that point I challenged her and said that can't be correct. Through no fault of our own, we saw a different Dr. who we do not want to proceed with - there should be some kind of allowance made, because either way, our money ultimately goes to the same business, and it was their mistake, not ours!
Angie's response was "NO! No adjustments would be made". I could see that the situation was going nowhere, Angie was escalating in her anger towards me, at which point I asked to have Dr. Da Silva call me, please. What mistake had we made???
Instead, I received a call from Dr. Marchione, who initially chastised me for questioning Angie about the confusion in regards to having to see Dr. Da Silva in Camarillo and paying full price again for their mix up! Dr. Marchione said to me during our appt., "if you don't want me to perform the surgery, that is no problem, I understand, due to your past history with Dr. Da Silva".
After Dr. Marchione told us we could pay again for another appt. if we wanted to see Dr. Da Silva, that there would probably be a reduction in price for a "mini-exam". He said he would fill her in on the rest of the details, and call me back asap.
Instead, Angie calls very early in the morning, elated to tell me, that Animal Eye Clinic "is unwilling to have our dog as a patient due to us living outside their (new and unannounced) area of service, and to find a new Dr. closer." Angie gave me a list of names of people who have trained under Dr. Da Silva, that are closer to our area, and of course, there would be another exam with another Dr. with full price fees. We were not interested in another Dr., Dr. Da Silva was our only choice to perform the surgery. (This is an extremely delicate procedure and all kinds of things can go wrong.)
Considering that Dr. Da Silva was my family's one and only choice due to our past history with her, we are incredibly disappointed and confused as to why we have been treated in this manner by her office - who would treat
(repeat) customers this way?
Angie got into an argument with me on the phone about what was said to me initially, in regards to our home address, and Dr. Da Silva only being at the Camarillo location. She was adamant "we don't say that." The only person she can speak for is herself! I knew it wasn't Angie who I made the initial appt. with because the female I spoke with was sweet, friendly and pleasant. Whomever we made the appt. with originally was not Angie, so she has no way of knowing what was said, on either side. That person even said "wow, that's a long way to drive." I responded, "yes, we have done it many times before."
It would have been appropriate IF Animal Eye Clinic of Camarillo told us prior to paying for the appt. and RX meds that: (1) due to our same location (we haven't moved) and (2) their currently changing policies (due to the pending lawsuit that we were informed of during our appt.), that: our beloved dog NEVER WAS, NOR NEVER WOULD BE, a candidate for surgery at their facility! (Regardless of our past history with them). This information should have been shared with us when we called to make the initial appt. for our 3rd dog, thus averting this whole situation!
The lack of professionalism and true interest and care for their prospective patients is unbelievable. We were not treated with respect or dignity.
Oh and by the way, during our appt., Dr. Marchione mentioned that he grew up around Schnauzers and asked us if he could have permission to take a picture of our dog to send to his parents. We agreed. He then said he was from South Redondo right near where we live.
WHOOPS?!?!? How does this even happen?
Why did they allow me to make an appt. knowing that we are now considered outside their area of service? We haven't moved. I would not have made this appt. if I had ANY CLUE that they were no longer treating dogs from where I live, ---- that doesn't make any sense --- they booked the appt. knowing this! No staff member took a few minutes to connect the dots with their new policies and procedures until after we had our first appt.
Why would I give up my time, money and hopes for my dog to be able to see IF IT WAS ALL FOR NOT.
Our family was given not ONE but TWO Treatment Plans for surgeries, specific to our dog's needs, our dog was put on RX meds "in preparation for her upcoming surgery to be performed by Animal Eye Clinic" - then we were flatly told "find another closer vet" by Angie. End of story --- no conversation, no explanation - nothing, and worst of all --- she, Angie, took great joy in dismissing us!?! Anti-climactic??
Where's the responsibility? Where's the commitment? What kind of people are these folks now??? They led us astray, built us up with hope, they lied to us, and they obviously DO NOT CARE.
NO REFUND AND NO APOLOGY GIVEN FOR THEIR MISINFORMATION, NEGLIGENCE, RUDENESS AND ARROGANCE!?!?!
Animal Eye Clinic is responsible for switching the Dr.'s unbeknownst to us, and took no responsibility for their error. I'm just dealing with the subsequent storm, and feeling nauseated and distraught by how we have been mis-treated over the whole thing! It's just not right.
Having made such substantial investments in the past with Animal Eye Clinic of Camarillo, with 2 successful outcomes, we are bewildered by the behavior of Angie and Dr. Marchione in this most recent dissatisfying and unsuccessful experience. It's unbelievable and unconscionable.
This report was posted on Ripoff Report on 07/16/2012 11:51 AM and is a permanent record located here: http://www.ripoffreport.com/r/Animal-Eye-Clinic-of-Camarillo/Camarillo-California-93012/Animal-Eye-Clinic-of-Camarillo-Third-Time-Not-A-Charm-Camarillo-California-912782. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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