Animal & Bird Veterinary Medical Center

Initial Business Response / [redacted] (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/at 12:pm the client [redacted] & [redacted] had brought in their dog "Bertha" for an exam for a laceration to the ear At 12:p.mthe vitals were done on Bertha where she was then taken to the back area in treatmentAt 5:p.mthe doctor contacted the owners to advise them of emergencies that had come into the facility causing the doctor to be behind scheduleClients had placed a $deposit for the estimate of the laceration repairWhen 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 eveningThe owners were very upset and said they can not do that and they will be on their way to pick Bertha up from the hospitalMr [redacted] came to the hospital yelling in the lobby and telling other clients how upset he was and advising to everyone to never come hereThe client's estimate for the surgery was low $and high $Since the complete services were not all done for the laceration repair the bill was only $Since the clients made a $deposit they were then refunded the $the next day on 11/23/On 12/10/our accounting department received a charge back of the $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 fightOn 2/8/We receive a call from the client yelling at our receptionist regarding no surgery was performed on their pet and that the $should've never had been chargedOn 2/17/The client came into the hospital asking to speak with someone in management to speak about her frustrationsThe receptionist tried to explain to the client that a patient had come into ER that evening 11/22/that was in Critical condition and unfortunately the doctor had to perform surgery right awayRecently we won the charge back dispute and was awarded our money for the services that were performed to Bertha of the $ Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/03/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all I (***) never came with [redacted] She was dropped off at and [redacted] was told to pick her up at 3:At 4:a Tech (not doctor) called and said that they had an emergency and Bertha has been sitting in a kennel for hoursWas told that they could do the procedure but we wouldn't be able to pick her up until around midnightI said that we couldn't do that because [redacted] has to leave for work at 4:a.mWe picked up Bertha and [redacted] fixed her earNo procedures were done to her except she had been shaved on her paw [redacted] didn't yell at anyoneHe called and went to the clinic asking for the manager but she was never thereWas told both times she would call back but never didFurthermore 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 / [redacted] (4000, 9, 2016/03/11) */ [redacted] - I will be refunding you the $ The blood work was drawn and catheter was placed, but the procedure should've been taken care of in a timely mannerI apologize that this was not handled properlyI do have a card on file ending in however I will need more informationI will contact you today to get that from you so I can process the refund Thank you, [redacted] Final Consumer Response / [redacted] (2000, 11, 2016/03/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you ***

Initial Business Response /* (1000, 5, 2016/03/02) */
Contact Name and Title: *** *** - HR Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@abvmc.com
On 11/22/at 12:pm the client *** & *** *** had brought in their dog "Bertha" for an exam for a laceration to the ear
At 12:p.mthe vitals were done on Bertha where she was then taken to the back area in treatmentAt 5:p.mthe doctor contacted the owners to advise them of emergencies that had come into the facility causing the doctor to be behind scheduleClients had placed a $deposit for the estimate of the laceration repairWhen 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 eveningThe owners were very upset and said they can not do that and they will be on their way to pick Bertha up from the hospitalMr*** came to the hospital yelling in the lobby and telling other clients how upset he was and advising to everyone to never come hereThe client's estimate for the surgery was low $and high $Since the complete services were not all done for the laceration repair the bill was only $Since the clients made a $deposit they were then refunded the $the next day on 11/23/On 12/10/our accounting department received a charge back of the $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 fightOn 2/8/We receive a call from the client yelling at our receptionist regarding no surgery was performed on their pet and that the $should've never had been chargedOn 2/17/The client came into the hospital asking to speak with someone in management to speak about her frustrationsThe receptionist tried to explain to the client that a patient had come into ER that evening 11/22/that was in Critical condition and unfortunately the doctor had to perform surgery right awayRecently we won the charge back dispute and was awarded our money for the services that were performed to Bertha of the $
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 (***) never came with ***She was dropped off at and *** was told to pick her up at 3:At 4:a Tech (not doctor) called and said that they had an emergency and Bertha has been sitting in a kennel for hoursWas told that they could do the procedure but we wouldn't be able to pick her up until around midnightI said that we couldn't do that because *** has to leave for work at 4:a.mWe picked up Bertha and *** fixed her earNo procedures were done to her except she had been shaved on her paw*** didn't yell at anyoneHe called and went to the clinic asking for the manager but she was never thereWas told both times she would call back but never didFurthermore 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) */
*** - I will be refunding you the $
The blood work was drawn and catheter was placed, but the procedure should've been taken care of in a timely mannerI apologize that this was not handled properlyI do have a card on file ending in however I will need more informationI will contact you today to get that from you so I can process the refund
Thank you,
*** ***
Final Consumer Response /* (2000, 11, 2016/03/12) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you ***