Animal Emergency Hospital of North Texas

Mr [redacted] We understand your concerns and hope all is well with [redacted] Again we are separate businesses and we try to resolve issues to the best of our abilities We do not feel that we double charged you for x-rays because both entities needed the pictures to make sure that everything was done to the best of our ability for the welfare of your pet We made a mistake by not collecting from you at the time of your visit and again meant no disrespect in trying to collect for our services If you feel that you need to take this matter further we understand and we will do our best to make it clear when a pet is admitted it is very possible that it may be seen by more than one practice under the same roof, with each practice determining the best course of treatment for the pet at the time which may include some of the same services but at different times to remain on top of the status of the pet Sincerely ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute Please enter your reason(s) for rejecting the business response below.I'm not confused at all They are not being truthfulThey did not take our pet in in the evening, it was 7:AMIn a matter of hours that same day my dog was transferred to the other company to perform the same x-ray on the same injury, hence the duplicate/double charging They state on their website that 100% payment is expected upon services rendered, why was I never asked for payment when the dog was transferred? The reason why is I would know that I had two sets of x-rays that I just paid for because the other company in the scam made you pay as you go, not waiting five months and then say we've been trying to get a hold of you and we have been sending you bills which they did notFunny how they reached us on the first try with the only number we left them and returned the phone call the same day, yeah right they been sending us bills for five months All I am asking for is a little honesty and truthfulness about duplicating the services Regards, [redacted]

We understand how frustrating it can be and sometimes confusing when a pet is brought to our facility In this case the pet was admitted through the Animal Emergency Hospital of North Texas in the evening and we performed treatments and radio graphs to stabilize the pet The pet was then transferred to another practice in the same building to have surgery performed the next day and during the transfer process The Animal Emergency Hospital of North Texas did not collect final payment and after the surgery another set of radio graphs were taken by the other practice to confirm placement and correction of the procedure We attempted to contact the owner by phone and we also sent out at least two letters with invoices showing the balance due with no responseThe account was outstanding for several months On Monday we were able to speak to them and attempted to explain why there were charges Unfortunately consumer became very frustrated so the conversation was terminated The consumer then called back and paid balance due If at any time we felt that we had double charged for services we would have taken the appropriate action Since there is more than one practice in the building and we all operate independently is can be confusing where billing and collecting on procedures is concerned

Mr* *** is correct it was during the day I did not look closely at the record before the first response Mr* *** presented his pet to the Animal Emergency Hospital of North Texas at approx8am on a Tuesday morning on March His pet presented for a laceration and lameness To evaluate the lameness the Animal Emergency Hospital of North Texas took x-rays After review of the x-rays it was determined that the pet *** had a broken leg that would require surgery for repair After a discussion with the Dallas Veterinary Surgical Center *** was then transferred to the care of Dallas Veterinary Surgical Center for the surgical repair of the broken leg Unfortunately we did not collect payment at the time of the transfer for the x-rays, exam, and pain medications that the Animal Emergency Hospital of North Texas provided Under the circumstances we chose to mail a copy of the invoice The surgery was performed by Dallas Veterinary Surgical Center and DVSC then took additional x-rays to make sure all bones were positioned correctly which is necessary to make sure that everything will heal properly and the surgery will not fail Therefore Mr* *** would have had separate charges for x-rays A before which was taken by the Animal Emergency Hospital of North Texas and an after taken by Dallas Veterinary Surgical Center We mailed out an invoice for our services on 5/and a second letter and invoice on 7/ On 8/we spoke to Mr* *** at which time payment was collected Yes several months have passed and we are in the process of cleaning up our accounts receivables, unfortunately we have been behind in this process If Mr* *** feels that there has been a duplicate charge then I recommend that he speak to the Dallas Veterinary Surgical Center due to the fact that they took the 2nd set of x-rays We provided the x-ray service first to diagnose the severity of the lameness and the broken leg.Each practice in this building operates independently of one another Each practice has it's own fees for procedures performed It was not our intent to upset or irritate Mr* *** we were just trying to collect on services performed for his pet If Mr* *** would like we will be more than happy to send him a copy of his invoice, authorization to treat, medical records and x-rays for his visit to the Animal Emergency Hospital of North Texas Any documentation or records that he received after transfer to DVSC would need to be requested from them Sincerely The Animal Emergency Hospital of North Texas*** ***Practice Manager

The Animal Emergency Hospital of
North Texas wishes to extend our sincere condolences to the family on the loss
of their dog. Unfortunately, due to the severe
nature of the medical conditions and injuries that lead to emergency veterinary
hospital visits, the outcomes are
not always positive. While an emergency ultrasound can be
performed at any hour of the day, in this case it was determined after the
admitting doctor had reviewed the records and examined the pet that the pet
needed a consultation/ultrasound with a board-certified veterinary
internist. There is an internal medicine
group housed within the Veterinary Specialty Center available during regular
business hours but that practice was not open at the time that this dog was
presented to the ER. They are a
referral-only business and often have a fully-booked appointment schedule for
two weeks or more. Presenting to the ER
is often the quickest way to facilitate an internal medicine consult for the
subsequent business day, which is the plan we discussed with the owner.
We make every attempt to avoid
separating pets from their owners but in order to provide emergency care, there
are times the pet must be brought to the treatment room for evaluation,
diagnostics and treatment While we also
make every attempt to speak with owners prior to performing diagnostics,
diagnostics are sometimes needed urgently to be able to provide continued care
and accurate estimates. Ultimately, an
itemized estimate was discussed and approved by the owners prior to overnight hospitalization,
which included x-rays and bloodwork. The
suspected diagnosis in this case was lymphoma however the pet decompensated
overnight and the owners elected to euthanize her. They took her body home afterward so a
necropsy was not performed. Medical records
were forwarded to their veterinarian of record but we would be happy to provide
a copy to the owners if they would like or explain any of the charges on the
invoice that they have questions about. The owners have not approached us directly
with any concerns.

Revdex.com:
I have reviewed the response made by the business in reference to complaint I* *** and have determined that this does not resolve my dispute
Please enter your reason(s) for rejecting the business response below
Regards,
*** ***
As expected, *** is hiding behind the two company set up - how perfect to double charge folks for the same services! This is not going away because they know it and I know it that if they tried to charge me upfront like their policy states it would have never flown My next call will be to the news media to expose this scam as they pull it on animal owners in their time of need

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.[redacted],By finally admitting that your company made a huge mistake by not charging me upfront as advertised/policy per your own words I never would've agreed to paying the outrageous charge for x-rays and other services for the dog knowing that the same day, just hours later, I would be charged again for the same thing.  I would like to remedy this matter, and I think it's only fair that you provide a reasonable discount recognizing your own admitted mistakes.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Regards,
[redacted]
I was at the hospital on 03/29 expressed my concerns regarding the billing and copy of the records. The front desk staff did not provide me with a direct contact person.  After that, I made 2 more attempts trying to contact the business over the phone. Still until today, I did not hear anything back and don't know who to contact to get the copy of the records nor explain of the bill vs. itemized sheet.Again, I am very disappointed with how doctor insists there's no option for an ultrasound that night and we must let dog stay an overnight.  If an ultrasound was performed immediately, I would knew my dog time was very limit and I would take my dog home instead of let her die at the hospital alone.  An ultrasound might not make that much profit as an overnight stay. But the doctor should be honest and give all the options.

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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.I'm not confused at all.  They are not being truthful. They did not take our pet in in the evening, it was 7:30 AM. In a matter of hours that same day my dog was transferred to the other company to perform the same x-ray on the same injury, hence the duplicate/double charging.  They state on their website that 100% payment is expected upon services rendered, why was I never asked for payment when the dog was transferred?  The reason why is I would know that I had two sets of x-rays that I just paid for because the other company in the scam made you pay as you go, not waiting five months and then say we've been trying to get a hold of you and we have been sending you bills which they did not. Funny how they reached us on the first try with the only number we left them and returned the phone call the same day, yeah right they been sending us bills for five months.  All I am asking for is a little honesty and truthfulness about duplicating the services.
Regards,
[redacted]

Yes we made a mistake by not charging you before you left.  However the charges were not for the same thing.  Our views diagnosed the broken leg that helped to determine your pet needed surgery which led to your visit to DVSC.  The x-rays that they took were to make sure that the bones had been put back in the proper position.  If you had seen any other vet, the situation would have been the same.  They would have taken x-rays and then referred you to DVSC, but there would have been some sort of traveling involved.  With us we are all under one roof.  I am sorry you still feel you were charged unfairly however what we did was necessary so that the correct decision could be made for the treatment of your pet.  Mr.  [redacted] I do not believe that we will be able to satisfy your complaint with regards to our services.  We did not do any treatments that you did not authorize or that were not necessary.Thank you for contacting us and addressing your concerns and in the future if your pets are in need of our services we will make sure that everything is explained more accurately at the time of the visit.  [redacted]

We understand how frustrating it can be and sometimes confusing when a pet is brought to our facility.  In this case the pet was admitted through the Animal Emergency Hospital of North Texas in the evening and we performed treatments and radio graphs to stabilize the pet.  The pet was then...

transferred to another practice in the same building to have surgery performed the next day and during the transfer process The Animal Emergency Hospital of North Texas did not collect final payment and after the surgery another set of radio graphs were taken by the other practice  to confirm placement and correction of the procedure.  We attempted to contact the owner by phone and we also sent out at least two letters with invoices showing the balance due with no response. The account was outstanding for several months.  On Monday we were able to speak to them and attempted to explain why there were charges.  Unfortunately consumer became very frustrated so the conversation was terminated.  The consumer then called back and paid balance due.  If at any time we felt that we had double charged for services we would have taken the appropriate action.  Since there is more than one practice in the building and we all operate independently is can be confusing where billing and collecting on procedures is concerned.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my dispute.
Please enter your reason(s) for rejecting the business response below.
Clearly you do not want to accept any responsibility for your incompetent business practices. I will do my best to make all my friends aware of your horrible business practices on Facebook and any other means available.  We would have not had the expensive surgery, we would've just had a cast put on if we knew we had already spent almost $500 - what part of that don't you get??
Regards,
[redacted]

Mr. [redacted]We understand your concerns and hope all is well with [redacted].  Again we are separate businesses and we try to resolve issues to the best of our abilities.  We do not feel that we double charged you for x-rays because both entities needed the pictures to make sure that everything was done to the best of our ability for the welfare of your pet.  We made a mistake by not collecting from you at the time of your visit and again meant no disrespect in trying to collect for our services.  If you feel that you need to take this matter further we understand and we will do our best to make it clear  when a pet is admitted it is very possible that it may be seen by more than one practice under the same roof, with each practice determining the best course of treatment for the pet at the time which may include some of the same services but at different times to remain on top of the status of the pet.  Sincerely [redacted]

We were not aware that the client was waiting on copies of medical records.  Copies were forwarded to her primary veterinarian of record at the time of the visit, as per our normal protocol, so they could be maintained with the remainder of the pet's medical file.  However, we are always willing to provide clients with copies of their pet's medical records.  We have reached out to the client directly to find out where she would like medical records sent and if she would like to schedule a time to come in to review the written estimate and the final invoice.

Please excuse our delay.  The doctor in charge of this case has been out of town.  We do hope to have a response within the week.