Vet refusing to give refund - who is in the wrong?

[Pleaseeterausername]

Took my dog in for a blood test a couple of weeks ago and a week or so later they called up to tell me that the bloods never made it to the lab and got lost in transit. I already paid for the blood test so they said to come back in and redo the test free of charge.

Went back today to redo the bloods and a couple of hours later they called up to say that the sample wasn’t enough, the lab needed more blood as they didn’t draw enough from my dog and to bring him back in again.

I explained that I wasn’t prepared to bring him back for a third time, it is really quite traumatic for my dog and I didn’t want to put him through it again. I’m not concerned about my dog, he is well, I obviously had a reason (long to explain) to book the blood test, but it isn’t urgent enough to put him through the trauma again! It was more a routine type check - it can wait and I’d rather go elsewhere.

I requested a full refund but so far they are refusing, they essentially said that we are on the same page now that they re did the bloods the second time free of charge (although we are not on the same page as they didn’t do it properly and therefore I will not receive the results?).

Posting here to get opinions on who is in the wrong and how to handle it from here?

Thanks

It’s annoying but I’d just take my dog back and get it done. I wouldn’t expect a refund if I chose not to do that.

I wouldn't expect a refund due to the vets diary time taken up doing the tests.

I wouldn't expect a refund theses things happen with humans and animals take the dog back and complete the process.

I don’t imagine it’s easy to get blood out of a moving animal, people are hard enough sometimes!
The first loss is unfortunate, but it does happen even between Drs surgery and the hospital lab, and sometimes there is a lab error too. I don’t think you can demand a refund when they have effectively seen your dog and used their time and equipment twice already.
If you are willing for your dod to have a blood test elsewhere then you should be willing to let them have another go too imo. Just maybe wait a week or something.

You shouldn't get a refund. You should take him back for the test.

@JemimaFlubberCluck See this was my first thought when they called up again this morning but poor boy he absolutely hates having it done. He pulls back as soon as we turn into the road and immediately starts crying. It takes 2 of them, plus myself to hold him down, it’s awful! First time I completely overlooked, obviously the sample getting lost in transit wasn’t their fault. Second time however, was really their fault?

Unless there’s additional information we don’t know, I’d expect a refund. We don’t know who was at fault with the bloods going missing, though it certainly wasn’t you, and to take insufficient blood for the test isn’t satisfactory at all. You’re within your rights to state that you haven’t received the service you’ve paid for and therefore request a refund.

So what if the dog is subsequently ill and the routine blood test results are what would diagnose him? The same way routine smear tests diagnosed women?

It is your choice not to take him back therefore no refund due.

Thanks all. Glad I posted, sometimes it is hard to see it from a different perspective!

I'd want a refund. Twice they haven't been able to.deliver the service that you have paid for. How many chances do they want?

I'd absolutely want a refund! Twice THEY have made the mistakes not the OP. Like hell would I subject a frightened animal to a third procedure with clearly incompetent people.

I’d be annoyed at their negligence, but I’d take the dog back and get the blood test done. Then maybe look around for a new vet.

I would say you are entitled to a refund (legally I'm not sure though)
I would recommend putting it in writing, outline what happend and give them a week to refund you.

I’d be pushing for the refund. A third attempt at a blood draw will be able more traumatic than the first two simply because the dogs been though it before, and the only reason it’s having to be done a third time is because of their incompetence!

I wouldn't want a refund as I would consider this still part of the drawing of blood that was necessary the second time. They can't ask you to pay for a second/third set of blood tests as technically they haven't sent enough off for the blood to be tested properly in the first place.
I would want them to guarantee that my dog wouldn't be put through any unnecessary trauma and this is their final shot at getting sufficient blood for the tests.

in humans having a glass or two if water helps hydrate the body an hour before sample taken and get a sample more easily. try that and a better tourniqet

Vet nurse since 1981 here.

Go back or ask them to do a free visit.

Get the results and consider changing to another practice after you have the results, depending on how they handle it from here.

Any practice I have managed, I would offer a free visit after the not getting enough blood thing (especially after the missing sample thing).

It might be genuine mistakes but I think it's a further mistake not to offer a home visit in these particular and peculiar circumstances.

I’d expect a refund and im a veterinary professional. Fair enough lost samples happen. But the ineptitude of failing to get enough blood and then attempting to send it anyway warrants a refund. They knew before you left the building they didn’t have enough blood. They should have tried again whilst you were there and if they still weren’t able offered a refund on the spot.

Ask for a sedative and get the bloods redone
My cat has a sedative each time and is completely fine
Not fair to do it without if he gets anxious

But they've messed it up!!

There are likely to be two elements to the fee 1) a charge for taking the sample and 2) passing on the fee that the external lab charge for processing it.
The second part could be refunded if the tests haven’t actually been run and you go elsewhere, the first element they are being reasonable offering to repeat the process free of charge. It’s unfortunate that one cock up in getting the sample to the lab (could be either party or the courier/mail at fault) has been followed by insufficient sample (can sometimes happen if the fluid part of blood lower than expected or a sample clots). It sounds like either way the tests still need to be done - could you ask them about oral sedatives to be given before resampling if your dog is fractious to make it less stressful all round?

I don't know about legally, but morally, yes I think you should get a refund.

I'd expect a refund because they should be able to tell whether they had drawn enough blood. BUT unless the blood test was in any way completely essential, then I wouldn't have taken my dog back, but then I probably wouldn't have taken him in the first place. I had an old dog, no longer with me, who was seriously terrified of the vets to the point where it put the vets at risk. We had thoughtful caring conversations about this and agreed a management strategy involving minimal vet intervention.

Could you ask for some mild sedation for the dog. poor pup and poor you. Ye have been very unlucky.

My priority would be the dog’s health - and getting a valid sample to the lab.