Vitaz Brothers, LLC

This will be brief . 1)Our answering machine is checked daily and has NEVER been full in 11 years. But lets "pretend" that it was.  She then  admits that she never attempted contacting us after the "failed" attempt. So we were NEVER contacted to cancel her appointment. There is...

no valid reason for this. Only non nonsensical excuses. It is explained to all of our clients in writing, by signs in our office, verbally when all appointments are made and on reminder calls for the appointments for the next day, that if you do not cancel your appointment there is a missed appointment fee.2)After numerous attempts to resolve this over the years she agreed to come in prior to being sent into collections. She was told we closed early (I have that conversation in the record with the receptionist) and then she left a note after we were closed stating that " as we were closed that made us even."Good try but this is not a game, it is a business.No attempt to pay over phone, by check in the mail, etc.  (Does anyone think she really tried to resolve this issue???)If she would have come to pay prior to collections the interest is typically reduced at my discretion. As she made no REAL attempt to resolve this and left a sarcastic letter the only resolution was to send her to collections.If she wants to clean up her credit she needs to pay the bill to collections.

As stated by the Business.The Customer’s Complaint reply. 1)She had in her possession since May 30th the estimate for both procedures that she is referring to as the contract. She took them home to go over them with her family and think them over. The estimates are generated from our Industry standard veterinary software program in English. These are the exact same estimates that were reprinted in office that her husband signed prior to surgery. I would find this very odd if she did not go over them with her family in the decision making process as that was the purpose in her taking them home.   2) A language issue was NOT the reason he signed the estimates. Even in her own words: "He signed them because he thought that was what she wanted". Therefore, regardless of what language the estimate was in he was signing it based on his belief of her wishes. I would like to add at this time that what he signed for is also what she made the appointment for.   3)The Customer failed to Inform us that the person bringing In the pet was a Spanish' speaker. He did have two bilingual people with him and waved off their Interpretation indicating to us that he understood. It is not up to us to decide a person is feigning understanding.   No one can Judge another person “understands".  In any contractual agreement it is up to the person signing to make certain that they clarify any part that they do not understand prior to signing it!   Regardless of language provided his legal signature and indication of his understanding. Indicates legal agreement, consent and approval, unless one is intending to mislead or attempting to defraud a business.     4) as previously stated: the Customer made the appointment for the neuter and the ear clopping after having the estimate at home for several months, Originally she wanted the surgery to be Thursday bull we could only do both procedures  on Friday and the appointment was made with her for Friday instead due to accommodate her and have both procedures   done.       5) We did not change the appointment with the husband. The receptionist had all the paper work from the drop off appointment ready on the counter prior to his entry into the building and this was given and gone over with his at the other counter. There was no paper work added or appointments change made after this arrival. I will also send you the original appointment sheet which has on it what it was made for, by whom, and the date it was made.          6) Adobe Animal Hospital has ten qualified bilingual staff members proficient In English and Spanish. Two of these member were present but in an emergency Surgery at the time of his entrance. However one could have been made available to translate for him Had He Not Failed to indicate any lack of understanding of the documents he voluntarily signed. When surgery was over, one of these members who is obviously Hispanic did take the dog to the back from him. If he had any lingering questions he could have asked her then. He also could have waited for Lourdes (our other receptionist) to come in who also speaks Spanish. She came to work just as he was leaving. We would have accommodated him in anyway needed if he had not indicated that he already understand and had actually waved away assistance. We also had no other reason to believe there would be any issues as he was just finalizing what his wife had made the appointment for with us and he was signing what he believed she wanted also.     [redacted]., DVM