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D.C. vs. Pet's Friend Animal Clinic Located 158 San Lazaro, Sunnyvale Ca.

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D. C. vs. Pet's Friend Animal Clinic
158 San Lazaro Ave, Sunnyvale, California, 94086-5209, United States
Amount Involved: $407.55
    • Claimant Seeks: View.
    • Claim #: 6698263
    • Amount Involved: 407.55
    • Filed On: Jul 31, 2017
    • Posted On: Aug 11, 2017
    • Complaint(s):
      • Overcharge or billing error
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Statement of Claim
Claimant says:

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Exhibits View
Additional Communication Between Claimant and Pet's Friend Animal Clinic Hide
  • Jul 31, 2017, Pet's Friend Animal Clinic (responding party) added:
  • Attached are pictures of the Notices posted to inform clients of Boarding prices.

  • Jul 31, 2017, Claiming party added:
  • We disagree with Pet's Friend Animal Clinic statement:

    We did not receive any notice regarding the price increase. We had not asked to provide our e-mail address in order to receive the notice, and also in the boarding agreement and information form, no place could provide our email information.

    Both my husband and I did not see the price posted in bulletin board, it might be not very clear or too small to see. We went to your office many times but did not see the price posted. Otherwise we would not check with your clerks for the price, and no one in your Reception Counter ever mentioned to us there was a price posted just there.

    When we checked with your front desk clerks for the boarding price, both of them told us:" Everything stays the same." As a customer, the price should be our most concerndd issue, when we heard that " Everything stays the same" from your clerks we interpreted immediately that the price would be the same as we last used your service which was $31/day for small dogs and $36/day for large dogs, and we would get 5% senior discount.

    Again if we had known your price increase so much by $50/day per dog for both small and large dogs, (38% increasing) we would never use your service.

    We strongly request a refund because we paid the price much high when we agreed to.

  • Jul 31, 2017, Pet's Friend Animal Clinic (responding party) added:
  • You are welcome to come to the clinic to view the notices. We agree that since you do not use our clinic for regular veterinary services, you may not have requested to be added to our newsletter email list.

  • Aug 01, 2017, Claiming party added:
  • Now that you agreed that you did not send us a notice of price increasing, in this case we did not know that price increased dramatically when we booked our two dogs for boarding service. It was your responsibility to notify all your customers of the price changing, unfortunately, we used your service couple of times and should be considered as your customer but did not receive your notice.
    We checked boarding price with your clerks twice before booking our dogs, each time we were told that: " Everything stays the same." This answer made us believe that the price would be the same as we paid before: $31/day for small dog and $36/day for large ones.

    We booked our two dogs for 13 days and it should be calculated as:

    Total = $871 - $43.55 (5% senior discount) =$827.45

    But we were charged $50x13x2=$1,300 - $65 = $1,235.00

    We request a refund of $422.54.

What Claimant Wants Hide
1. Refund: overcharged amount Aug 14, 2017 $407.55
2. Other – Pay for claim posting cost Aug 14, 2017 $14.99
Cash total : $422.54
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Respondent's Counteroffer Hide
The claimant's settlement terms were rejected with the following explanation:
  • I disagree with the explanation / grounds provided

    "Ms. Chen - The boarding prices are posted at the Reception Counter and on our Client Notices bulletin board. Notices were mailed to all clients with 2017 boarding reservations that prices would increase as of Feb. 1, 2017. You elected not to receive email notifications from us and did not provide us with an email address on your prior registration form. This was the first price increase for boarding clients since January 2014, and the cost of our employee wages and benefits as well as rent, insurance, and supplies had increased significantly during the previous 3 years. We also notified our clients via our monthly newsletter in February, although since you have not signed up for our newsletter you may not have seen that notification. Each employee you named remembers discussing the prices of vaccines with you (which have not changed since last year) but claim that you did not ask about boarding prices. This is reasonable since the boarding prices are posted in the lobby and on the Reception Desk counter at the check-in/out station. We would be happy to send you pictures of the postings if you supply us with your email address. Please remember that you did receive a 5% discount on your boarding bill, saving you $65.00."

This claim will remain posted until resolved.

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