Springfield Animal Hospital

This letter is in response to complaint TD [redacted] submitted by [redacted] , owner of *** [redacted] came in to see the veterinarian for her senior preventive care exam and vaccine updates on 3/23/16, Part of the visit included the administration of the oral [redacted] vaccination, This Vaccination was not included on their invoice at checkout, and therefore not paid for at the time of discharge, leaving a balance on their account of $When this was discovered by the staff the following day, they contacted the [redacted] 's by phone, explained the missed charged, apologized for the mistake, and offered to collect payment over the phoneDuring the initial phone call, ** [redacted] said that his wife would call to Submit payment the following day** [redacted] called back the following day, requesting further explanation of the balance on the account, which was explained againAt payment options were presented, but he was not comfortable providing credit card information over the phone or mailing in a payment, leaving the only other option to make a payment in person, which does require a visit to the hospitalHe then became heated with the Receptionist and felt that he was not responsible for the balance because it was not captured at checkoutHe asked to discuss the matter with the Hospital Manager, who tried to contact him by phone and never received a call backRegardless of whether or not the charge was captured at checkout, a medical service that is rendered during a patient's appointment is the financial responsibility of his/her ownerIn this case, we will dissolve the balance on the client's accountHowever, we do feel that the [redacted] 's should be responsible for this charge.Sincerely,Carla C [redacted] Hospital ManagerSpringfield Animal HospitalHospital Member

This letter is in response to complaint TD [redacted] submitted by [redacted], owner of [redacted]. [redacted] came in to see the veterinarian for her senior preventive care exam and vaccine updates on 3/23/16, Part of the visit included the administration of the oral [redacted] vaccination, This...

Vaccination was not included on their invoice at checkout, and therefore not paid for at the time of discharge, leaving a balance on their account of $30. When this was discovered by the staff the following day, they contacted the [redacted]'s by phone, explained the missed charged, apologized for the mistake, and offered to collect payment over the phone. During the initial phone call, **. [redacted] said that his wife would call to Submit payment the following day. **. [redacted] called back the following day, requesting further explanation of the balance on the account, which was explained again. At payment options were presented, but he was not comfortable providing credit card information over the phone or mailing in a payment, leaving the only other option to make a payment in person, which does require a visit to the hospital. He then became heated with the Receptionist and felt that he was not responsible for the balance because it was not captured at checkout. He asked to discuss the matter with the Hospital Manager, who tried to contact him by phone and never received a call back. Regardless of whether or not the charge was captured at checkout, a medical service that is rendered during a patient's appointment is the financial responsibility of his/her owner. In this case, we will dissolve the balance on the client's account. However, we do feel that the [redacted]'s should be responsible for this charge.Sincerely,Carla C[redacted]Hospital ManagerSpringfield Animal HospitalHospital Member