VCA Veterinary Referral Associates

October 7, 2014
May 16, 2013, the client’s dog presented to our hospital at approximately 9:45 PM after being attacked by another dog. The client was referred to us for possible surgery after visiting another Emergency Hospital.
May 17, 2013, at approximately 1:00 AM the client left...

her dog with us for overnight care and agreed to an estimate of $2166 - $2708.May 17, 2013, the client was contacted regarding surgery and an updated estimate of $5,200 - $6,000, which included the surgical exploration and 2-3 days in our critical care unit. The client called back and spoke with our account manager stating she did not have enough to leave a $3000 deposit but had $10,000 in the bank and would definitely pay infull on pick up. She also stated that she would sell her home if necessary, to which she was told we would not want her to do this. She also stated that she felt since we weren’t 100% sure surgery was necessary, she should only leave a deposit for the wound care. She left $1075 on care credit and an additional $1500 on her credit card.
Unfortunately the pet's health declined.May 19, 2014, the client elected not to pursue any resuscitative efforts.
The client left a total deposit of $2575 and her total bill came to $10,993.16.
July 22, 2013, the client contacted our account manager to discuss the bill. She said she had retained an attorney to recoup her money for the bill from the owner of the dog that attacked hers. She was informed that we could not get involved in the legal aspects of the case. At this time she stated that the last conversation she had about money was on May 19, 2013 with one of our doctors and that the balance that night was $6900. She was stunned at the total bill. Our account manager reminded her that when they first spoke the client stated that she had $10,000 in the bank and would pay in full on completion of case. The client informed the account manager that she was cold and unsympathetic when she asked for the deposit. At that point, the pet owner stated she felt she needed to lie in order to get treatment, There was further discussion regarding the bill and services and the account manager asked that the client to please mail a letter explaining where she felt we were wrong and breached our estimate of costs. She said she would do this. Our account manager explained that her account was due to go to collections at the beginning of August so hoped to receive the letter soon. The client asked at this time if she could pay $100 per month but was told that wasn’t acceptable.
July 23, 2013, our account manager attempted to reach the client via phone with no luck and proceeded to send her an email.
July 25, 2013, our account manager again emailed the client stating that she had spoken to the hospital administrator and chief of staff and the following decision was made regarding her bill: Because it doesn’t seem she was properly updated, and told her bill would go beyond $6900 we are willing to discount all charges above the $6900 or $4093.16 as long as the balance due of $4325.00 was paid in full by August 9, 2013. It was also explained that if the balance was not received in full by August 9, 2013 the full amount of the account would be sent to collections with no discount.
The client replied that she wished to speak to management and she appreciated the discount but she could not pay in full by the date given. She also stated she could pay $1000 by August 9, 2013 and then $500 per month.
July 30, 2013, our account manager replied to her that we would agree to her terms of $1000 in August and $500 per month thereafter until paid in full and that the $4093.16 would not be discounted until the rest was paid in full.
We never heard back from the client nor did we ever receive any payments therefore her account was sent to collections.Although, the owner in this case had multiple contacts about her bill and she on several occasions told us she would pay the bill in full, this was never the case and she admitted that she lied to us in order for us to agree to provide services. We have given this owner not only the opportunity to pay a substantially discounted bill but one in which she can pay this bill out over time, which is not our policy. We have done everything available to us to meet this owner more than halfway and continue not to be able to collect on the services we provided with full disclosure.Margaret A
Hospital Manager

Review: On 5/17/2013 my dog was taken 52 miles to VCA to try and save her life. She was attacked by a neighbor's dog and was in critical condition. I asked VCA to watch her over night and see if she survived. The next day the Veterinarian called me and told me she survived and needed treatment. I agreed to the treatment and was told it would be approximately 3300.00. I agreed to pay the money. The next thing I knew a woman named Melody told me they wouldn't touch my dog until I paid $3,000.00. I gave her two credit cards for a total of $2575.00. She told me it was unheard of to take less money than required but the Dr. agreed to do the surgery. I was told later the next day that my dog needed more treatment and my total costs were now over $4000.00. I let the hospital know that I couldn't afford their rates and the minute my dog was stable I needed to move her to a more affordable place. On 5/18/13, the Dr. called me and told me that my dog had turned the corner and her odds of survival were looking much better. I was told she needed further treatment and I was looking at a total of $6900.00.I told the Dr. I had no choice and had already paid close to 3,000.00 so 3900.00 more would be worth it since she turned the corner. The next morning I was told that my little dog, [redacted] was meeting criteria for a ventilator. I insisted that they not intubate my 6 pound dog and I was on my way. [redacted] died 1 minute before I arrived and the Dr. told me that when she intubated my dog, she had frank blood pouring out of her. I was upset that they went against my wishes but held my dog and wept. Two weeks later I received a final bill for more that $11,000.00. I was mortified. I have been unable to emotionally deal with this until now. I confronted Melody about the outrageous bill and she agreed to the $6900.00 if I paid within a month. I feel as though this hospital lied and did treatment unauthorized. They charged me far more than they quoted. They went again my wishes and charged me thousands more.Desired Settlement: accept the $4300.00 in monthly payments over one year

Business

Response:

October 7, 2014May 16, 2013, the client’s dog presented to our hospital at approximately 9:45 PM after being attacked by another dog. The client was referred to us for possible surgery after visiting another Emergency Hospital.May 17, 2013, at approximately 1:00 AM the client left her dog with us for overnight care and agreed to an estimate of $2166 - $2708.May 17, 2013, the client was contacted regarding surgery and an updated estimate of $5,200 - $6,000, which included the surgical exploration and 2-3 days in our critical care unit. The client called back and spoke with our account manager stating she did not have enough to leave a $3000 deposit but had $10,000 in the bank and would definitely pay infull on pick up. She also stated that she would sell her home if necessary, to which she was told we would not want her to do this. She also stated that she felt since we weren’t 100% sure surgery was necessary, she should only leave a deposit for the wound care. She left $1075 on care credit and an additional $1500 on her credit card.Unfortunately the pet's health declined.May 19, 2014, the client elected not to pursue any resuscitative efforts.The client left a total deposit of $2575 and her total bill came to $10,993.16.July 22, 2013, the client contacted our account manager to discuss the bill. She said she had retained an attorney to recoup her money for the bill from the owner of the dog that attacked hers. She was informed that we could not get involved in the legal aspects of the case. At this time she stated that the last conversation she had about money was on May 19, 2013 with one of our doctors and that the balance that night was $6900. She was stunned at the total bill. Our account manager reminded her that when they first spoke the client stated that she had $10,000 in the bank and would pay in full on completion of case. The client informed the account manager that she was cold and unsympathetic when she asked for the deposit. At that point, the pet owner stated she felt she needed to lie in order to get treatment, There was further discussion regarding the bill and services and the account manager asked that the client to please mail a letter explaining where she felt we were wrong and breached our estimate of costs. She said she would do this. Our account manager explained that her account was due to go to collections at the beginning of August so hoped to receive the letter soon. The client asked at this time if she could pay $100 per month but was told that wasn’t acceptable.July 23, 2013, our account manager attempted to reach the client via phone with no luck and proceeded to send her an email.July 25, 2013, our account manager again emailed the client stating that she had spoken to the hospital administrator and chief of staff and the following decision was made regarding her bill: Because it doesn’t seem she was properly updated, and told her bill would go beyond $6900 we are willing to discount all charges above the $6900 or $4093.16 as long as the balance due of $4325.00 was paid in full by August 9, 2013. It was also explained that if the balance was not received in full by August 9, 2013 the full amount of the account would be sent to collections with no discount.The client replied that she wished to speak to management and she appreciated the discount but she could not pay in full by the date given. She also stated she could pay $1000 by August 9, 2013 and then $500 per month.July 30, 2013, our account manager replied to her that we would agree to her terms of $1000 in August and $500 per month thereafter until paid in full and that the $4093.16 would not be discounted until the rest was paid in full.We never heard back from the client nor did we ever receive any payments therefore her account was sent to collections.Although, the owner in this case had multiple contacts about her bill and she on several occasions told us she would pay the bill in full, this was never the case and she admitted that she lied to us in order for us to agree to provide services. We have given this owner not only the opportunity to pay a substantially discounted bill but one in which she can pay this bill out over time, which is not our policy. We have done everything available to us to meet this owner more than halfway and continue not to be able to collect on the services we provided with full disclosure.Margaret AHospital Manager