Veterinary Emergency Center Carytown

Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below The reason that this offer does not resolve anything is that the deduction that is mentioned in their response was given the day of the dogs death and was simply a token gesture after fruitless attempts were made to save his lifeIts after this point in time that I met with the hospital and the referenced doctor and it was after this first post death meeting that additional cost savings gestures have been made to me but not acted on We have now met times with the CFO Prior to the 2nd and last face to face meeting an additional offer was made to me via phonePrior to the last meeting I was asked by phone from this facility what would it take as a reduction in price to settle the matterI made that offer both in person and in writing the following day and it was deemed to high but the offer to consider some additional reduction was continued to be offered to me by the CFO All we want now is for some level of comprised offer to be fulfilled by crediting our care credit account Provided this is completed and not just a mere token, I am willing to drop the complaint In essence all I am asking for is for the provider to be true to their word that they would reduce my cost further after our dog had passed and after the initial reduction was made This was mentioned in meeting #( that rates and items would be reviewed and a drop in price made ) ; it was suggested on the phone call to me as to "what would it take to settle " and it was mentioned that there would be some reduction after meeting #2; some level of comprise would be made in light of their requested, what would it take offer to settle Since this point we have heard nothing I have made a number of calls to conclude this matter and no one has bothered to return my call I hope we can resolve soon Regards, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's offer If you wish, you may update it before sending it.] Revdex.com: I have reviewed the offer made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: [email protected], [redacted] ***

To Whom it may concern;
Thank you for the communication regarding your experience with our hospitalIt will better help up implement training in the needed areas and in return provide exceptional services to our clientsAfter reading the client’s statements and reviewing the
medical records and invoice, there certainly appears to be a miscommunicationAs states in the client’s own statement “The *** quoted $for the exam fee (per dog) and “almost $80” (each) for the x-rays.” The *** working that night did quote correctly to the client the cost of both the exam and the estimate cost of each x-rayEach pet received radiographs (different views) totaling to $for each pet (almost $for each x-ray taken.) Upon reading the client’s statement and reviewing the invoice, I have to assume the miscommunication between the *** and the client was simply she states “almost $80” each x-ray to person calling (as states) and the actual owner of the dogs took the quote as “almost $80) being for each petWith medicine there is no way to pre=diagnose a patient without proper diagnostics being performed and in order to provide the proper diagnosis doctors must perform the necessary diagnosticsAs a good faith effort and good client gesture we are willing to move forward with providing this client the refund of $In regards to “holding a pet ransom”, in the plus years of this hospital we have never and will never “hold a pet ransom”We believe this was shown by discounting the second $exam fee the night of the visitSincerely,
*** ***

To Whom it concerns,
In response to a complaint filed with the Revdex.com by *** *** ***, may I first state the the Veterinary Emergency and Specialty Center takes pride in
the level of veterinary medicine it provides to the Richmond
community. Medicine, human or veterinary, is not an exact science, and sometimes despite our very best efforts, patients do not surviveThis is a loss experienced by both the pet owner as well as our medical team. Internally, the VESC team members analyze each case for both appropriate levels of medical treatment as well as the communication to the client of the pet's ongoing condition
I have personally met with *** *** twice concerning his pet's care as well as the cost of his pet's medical treatment*** *** also while meeting with me got to meet for an extended period of time with the primary ER clinician, *** *** ***We have explained ln depth to him the medical aspect of his pet's condition along with the associated costsWe also recommended that he submit to the Board of Veterinary Medicine for a case review, to help him understand that appropriate care was provided to his pet. please note also that *** *** *** *** *** *** applied a $*** discount to the total invoice amount, in an attempt to help him with his financial situation. By deducting the $*** from his original invoice, our hospital feels that we have been very cognizant of the financial struggles of this client
Sincerely,
*** ***
Chief Operations Offlcer

I spoke with [redacted] from the company and she stated that the company will refund $[redacted] to the consumer's [redacted].

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].
Regards,
[redacted]

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
The reason that this offer does not resolve anything is that the deduction that is mentioned  in their response was given the day of the dogs death and was simply a token gesture  after fruitless attempts were made to save his life. Its after this point in time that I met with the hospital and the  referenced doctor and it was after this first post death meeting that additional cost savings gestures have been made to me  but not acted on . We have now met 2 times with the CFO . Prior to  the 2nd and last face to face meeting an additional offer was made to me via phone. Prior to the last meeting I was asked by phone from this facility what  would it take as a reduction in price  to settle the matter. I made that offer both in person and in writing the following day   and it was deemed to high but the offer to consider some additional reduction was continued to be offered to me by the CFO . All we want now is for some level of comprised offer to be fulfilled by crediting our care credit account . Provided this is completed and not just a mere token,  I am willing to drop the complaint .
In essence all I am asking for is for the provider to be true to their word that they would reduce my cost further after our dog had passed and after the initial reduction was made . This was mentioned in meeting #1 ( that rates and items would be reviewed and a drop in price made ) ; it was suggested on the phone call to me as to "what would it take to settle " and it was mentioned that there would be some reduction after meeting #2; some level of comprise would be made in light of their requested,  what would it take offer to settle .  Since this point we have heard nothing . I have made a number of calls to conclude this matter  and no one has bothered to return my call .
I hope we can resolve soon
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

Review: My room mate's two dogs needed to be seen for x-rays on 22 March because he suspected they swallowed something. I called to make the appointment at this vet and inquired up front on pricing, knowing about what he brings home to ensure that this was something he could take on. The receptionist quoted $90 for the exam fee (per dog) and "almost $80" (each) for the x-rays. When he arrived, they took the dogs back quickly and gave no further information until the x-rays were done. Everything was fine and staff professional until we went to pay: $550. The exam charge was correct however they charged 300% of what was quoted for each dog's x-rays. I asked for explanation--none could be provided. I paid because the bill is more than his whole 2 week paycheck. It was made clear that the dogs were not going to be returned until $550 was paid. No, the doctor was not available to speak with us, either. I waited with him the whole time they were being examined; he never authorized changes from the original price quote. Holding two animals hostage for a 300% ransom is inhumane. This has caused SEVERE financial hardship on both of us as we are both responsible for our monthly living commitments. A simple Google search completed after the fact shows that this is SOP.Desired Settlement: He/ I was charged 300% higher than quoted for each dog, however the vet did not complete or charge for the second dog's exam--which we did agree to. Based on the reason the dogs came in, there is nothing needed in the exam and we understood this to be a sunk "cost of doing business" fee. In the end, we agreed to pay up to $340--but were charged $550. I hope for a $210 refund and am willing to chalk this experience up to a miscommunication.

Business

Response:

To Whom it may concern;
Thank you for the communication regarding your experience with our hospital. It will better help up implement training in the needed areas and in return provide exceptional services to our clients.
After reading the client’s statements and reviewing the medical records and invoice, there certainly appears to be a miscommunication. As states in the client’s own statement “The [redacted] quoted $90 for the exam fee (per dog) and “almost $80” (each) for the x-rays.” The [redacted] working that night did quote correctly to the client the cost of both the exam and the estimate cost of each x-ray. Each pet received 3 radiographs (3 different views) totaling to $230 for each pet (almost $80 for each x-ray taken.) Upon reading the client’s statement and reviewing the invoice, I have to assume the miscommunication between the [redacted] and the client was simply she states “almost $80” each x-ray to person calling (as states) and the actual owner of the dogs took the quote as “almost $80) being for each pet. With medicine there is no way to pre=diagnose a patient without proper diagnostics being performed and in order to provide the proper diagnosis doctors must perform the necessary diagnostics. As a good faith effort and good client gesture we are willing to move forward with providing this client the refund of $210.00.
In regards to “holding a pet ransom”, in the 35 plus years of this hospital we have never and will never “hold a pet ransom”. We believe this was shown by discounting the second $90.00 exam fee the night of the visit.
Sincerely,

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].

Regards,

Review: My dog was scheduled for routine surgery and due to improper post surgery care died at the facility. The vet also failed to keep us properly informed of the situation immediately following surgery. we believe that there was a lack of care and attendance to the dog following surgery which lead to a tragic error and hopeless treatment to amend this situation. The surgeon who preformed this work was not available to us post surgery as we asked and the we did not get informed of a deathly situation until 2 days later

Once informed the vet presented us with life saving costly procedures that did no good to save this animalDesired Settlement: we have been in discussion with the CFO and she has indicated her willingness and the willingness of ownership to amend the final price and she as indicating that they are restructuring all pricing going forward but she has not made good on this promise or gesture. we have had 2 face to face meetings that have really not been fruitful nor has this vet been able to tell us what caused this situation in the first place.

Business

Response:

To Whom it concerns,

In response to a complaint filed with the Revdex.com by [redacted], may I first state the the Veterinary Emergency and Specialty Center takes pride in

the level of veterinary medicine it provides to the Richmond community. Medicine, human or veterinary, is not an exact science, and sometimes despite our very best efforts, patients do not survive. This is a loss experienced by both the pet owner as well as our medical team. Internally, the VESC team members analyze each case for both appropriate levels of medical treatment as well as the communication to the client of the pet's ongoing condition..

I have personally met with [redacted] twice concerning his pet's care as well as the cost of his pet's medical treatment. [redacted] also while meeting with me got to meet for an extended period of time with the primary ER clinician, [redacted]. We have explained ln depth to him the medical aspect of his pet's condition along with the associated costs. We also recommended that he submit to the Board of Veterinary Medicine for a case review, to help him understand that appropriate care was provided to his pet. please note also that [redacted] applied a $[redacted] discount to the total invoice amount, in an attempt to help him with his financial situation. By deducting the $[redacted] from his original invoice, our hospital feels that we have been very cognizant of the financial struggles of this client.

Sincerely,

Chief Operations Offlcer

Consumer

Response:

I have reviewed the offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

The reason that this offer does not resolve anything is that the deduction that is mentioned in their response was given the day of the dogs death and was simply a token gesture after fruitless attempts were made to save his life. Its after this point in time that I met with the hospital and the referenced doctor and it was after this first post death meeting that additional cost savings gestures have been made to me but not acted on . We have now met 2 times with the CFO . Prior to the 2nd and last face to face meeting an additional offer was made to me via phone. Prior to the last meeting I was asked by phone from this facility what would it take as a reduction in price to settle the matter. I made that offer both in person and in writing the following day and it was deemed to high but the offer to consider some additional reduction was continued to be offered to me by the CFO . All we want now is for some level of comprised offer to be fulfilled by crediting our care credit account . Provided this is completed and not just a mere token, I am willing to drop the complaint .

In essence all I am asking for is for the provider to be true to their word that they would reduce my cost further after our dog had passed and after the initial reduction was made . This was mentioned in meeting #1 ( that rates and items would be reviewed and a drop in price made ) ; it was suggested on the phone call to me as to "what would it take to settle " and it was mentioned that there would be some reduction after meeting #2; some level of comprise would be made in light of their requested, what would it take offer to settle . Since this point we have heard nothing . I have made a number of calls to conclude this matter and no one has bothered to return my call .

I hope we can resolve soon

Regards,

Business

Response:

I spoke with [redacted] from the company and she stated that the company will refund $[redacted] to the consumer's [redacted].

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted].

Regards,