Animal & Bird Veterinary Medical Center

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: [redacted] - HR Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@abvmc.com
On 11/22/15 at 12:03 pm the client [redacted] & [redacted] had brought in their dog "Bertha" for an exam for a laceration to the ear....

At 12:08 p.m. the vitals were done on Bertha where she was then taken to the back area in treatment. At 5:18 p.m. the doctor contacted the owners to advise them of emergencies that had come into the facility causing the doctor to be behind schedule. Clients had placed a $300 deposit for the estimate of the laceration repair. When the owner was contacted by the doctor the doctor informed them that she will still do the laceration repair however they won't be able to pick Bertha up until very late in the evening. The owners were very upset and said they can not do that and they will be on their way to pick Bertha up from the hospital. Mr. [redacted] came to the hospital yelling in the lobby and telling other clients how upset he was and advising to everyone to never come here. The client's estimate for the surgery was low $751.05 and high $771.05. Since the complete services were not all done for the laceration repair the bill was only $250.79. Since the clients made a $300 deposit they were then refunded the $49.21 the next day on 11/23/15. On 12/10/15 our accounting department received a charge back of the $250.79 payment and we had to then dispute this charge back due to services, medications etc., that were done on Bertha when brought in from a dog fight. On 2/8/16 We receive a call from the client yelling at our receptionist regarding no surgery was performed on their pet and that the $250 should've never had been charged. On 2/17/16 The client came into the hospital asking to speak with someone in management to speak about her frustrations. The receptionist tried to explain to the client that a patient had come into ER that evening 11/22/15 that was in Critical condition and unfortunately the doctor had to perform surgery right away. Recently we won the charge back dispute and was awarded our money for the services that were performed to Bertha of the $250.79.
Initial Consumer Rebuttal /* (3000, 7, 2016/03/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I ([redacted]) never came with [redacted]. She was dropped off at 12 and [redacted] was told to pick her up at 3:30. At 4:20 a Tech (not doctor) called and said that they had an emergency and Bertha has been sitting in a kennel for 4 hours. Was told that they could do the procedure but we wouldn't be able to pick her up until around midnight. I said that we couldn't do that because [redacted] has to leave for work at 4:30 a.m. We picked up Bertha and [redacted] fixed her ear. No procedures were done to her except she had been shaved on her paw. [redacted] didn't yell at anyone. He called and went to the clinic asking for the manager but she was never there. Was told both times she would call back but never did. Furthermore if a patient had come into the ER that evening, why wasn't Berthas procedure done when she was brought in at noon? No charges should have been processed until procedures were performed.
Final Business Response /* (4000, 9, 2016/03/11) */
[redacted] - I will be refunding you the $250.79
The blood work was drawn and catheter was placed, but the procedure should've been taken care of in a timely manner. I apologize that this was not handled properly. I do have a card on file ending in 7807 however I will need more information. I will contact you today to get that from you so I can process the refund.
Thank you,
[redacted]
Final Consumer Response /* (2000, 11, 2016/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you [redacted].