Wright Veterinary Medical Center PC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

July 17, 2014To Whom It May Concern,Wright Veterinary Medical Center, PC is responding to a letter of complaint ID of ***We have put the credit charge of back to the credit card used for payment as requested by the clientA voicemail was left to the client stating they should receive
this adjustment within to business days according to our Merchant account, A request was left for the client to call us back to discuss this matter in more detail to avoid any miscommunications regarding our policies and procedures should they choose to have services with us in the future.Sincerely,

July 17, 2014
To Whom It May Concern,Wright Veterinary Medical Center, PC is responding to a letter of complaint ID of [redacted]. We have put the credit charge of 86.50 back to the credit card used for payment as requested by the client. A voicemail was left to the client stating...

they should receive this adjustment within 3 to 5 business days according to our Merchant account, A request was left for the client to call us back to discuss this matter in more detail to avoid any miscommunications regarding our policies and procedures should they choose to have services with us in the future.Sincerely,

February 4, 2016Thank you for expressing your
concerns to us.  We can certainly agree
that we see this from two different viewpoints, and are willing to make the
following accommodation.  We have decided
to remove the charge for the medication. 
What we would suggest going...

forward would be that our services are
prepaid prior to being completed.  This
would allow for both of us to avoid any miscommunication in the future.  Sincerely, Geoffrey W.VMDPresident

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

February 4, 2016
Thank you for expressing your
concerns to us.  We can certainly agree
that we see this from two different viewpoints, and are willing to make the
following accommodation.  We have decided
to remove the charge for the medication. 
What we would suggest...

going forward would be that our services are
prepaid prior to being completed.  This
would allow for both of us to avoid any miscommunication in the future.  Sincerely, Geoffrey W.
VMDPresident

Review: Wright's is our vet and our kennel. We put our two dogs in their kennel for a total of 4 billable days. We signed paperwork that says they cannot do any medical procedures without our approval while we where gone and not present.

Their own documentation on the kennel paperwork says under article 11 and I quote:

"If your pet is having problems prior to your scheduled boarding dates, please schedule an appointment to be seen before your scheduled reservation. Routine exams and vaccinations will not be done while the pet is here boarding. The owners must be present for the exam"

They called us on vacation saying our dog [redacted] was due for his rabies vaccination and booster, we agreed to these shots. They then said they wanted to do his yearly exam while we were not there and we declined that service.

07/05/2014

When we picked up our dogs they gave us the total for the boarding but not an itemized invoice first. We paid, then looking at the invoice we see we were charged:

32.00 for a fecal exam

54.50 for a physical exam and consolation.

We declined both of those services and they did them and charged us for them anyway. When we asked for a refund for those services the front desk said we had to talk to a manager on Monday.

07/07/2014

Monday we called and the lady at the front desk was nice enough but we never got to talk to a manager. They said it was required by the state of PA to have a physical exam for a rabies shot. I looked up the regulation on this and it is not. The refused to refund our credit card for the fraudulent charges for services we didn't ask for.

07/09/2014

We went to the physical office. My wife [redacted] sat down with the manager in a room where they now said it wasn't state law for an exam it was just their policy. We showed them their own paperwork on NOT doing exams while the owners are NOT present and the manager then said they would do a credit. At the front counter my wife handed them our credit card and they said they couldn't do a refund, just an account credit. Their system only allows for same day credits. I object here because we asked for a refund the same day we picked up the dogs and they declined that service to us.

Next we were told we could get a check from their book keeper but it would take weeks. On top of that if we didn't bring our dog back at the end of the month for his now what should have been scheduled exam we would be charged again. So either way we are forced to go back to this vet or be charged again for an exam we didn't order or be charged for the exam we don't attend.

Conclusion

This is just a really bad practice on the vet's part. Their own documentation says they wouldn't do this without the owners being there, we also decline this service, they do it anyway, charge us for it; when we object they say they can't refund the 86.50 to our credit card.

We ended up declining the check from the book keeper because either way they are still going to charge us for another exam! It makes no sense. It's 100% their mistake and we should not be forced to get the physical exam if we decline and also should not be forced to come back for another exam if we the owner of the dog decide not to. We are stuck here. Either way they get their money they fraudulently charged us in the first place.

The right thing to do here is refund my credit card the money right away and if we chose to do business with you again, then we do, if not we don't. I am worried about this type of behavior. The invoice should always be given first and we will forever ask to see an invoice before payment at all times.Desired Settlement: Refund the charges to our charge card. I may have to do a charge back here on that amount otherwise.

Business

Response:

July 17, 2014To Whom It May Concern,Wright Veterinary Medical Center, PC is responding to a letter of complaint ID of [redacted]. We have put the credit charge of 86.50 back to the credit card used for payment as requested by the client. A voicemail was left to the client stating they should receive this adjustment within 3 to 5 business days according to our Merchant account, A request was left for the client to call us back to discuss this matter in more detail to avoid any miscommunications regarding our policies and procedures should they choose to have services with us in the future.Sincerely,

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,