Animal Hospital of Polaris, LLC

In June, it was explained by multiple staff members including both doctors who treated ***, the veterinary technicians, the technician assistants, and customer service team that [redacted] was diagnosed directly from cytology results on file processed through the labThe results of the cytology were based on blood samples sent and from those samples, no signs of cancer were noted Animal Hospital of Polaris did communicate with [redacted] and both hospitals agreed with the set of diagnostics performed by both hospitalsAntibiotics were prescribed to [redacted] because of the white blood cell count and the high levelsSteroid injections were prescribed due to inflammation in the lymph nodesThe immune support vitamins were offered as a supplemental treatment in order to boost ***’s immune system through his illnessHowever, when [redacted] and owner arrived to the hospital on April 6th, 2015, emergency response was administeredAfter an exam by the doctor on staff, a treatment plan was discussed and consented to by Mr [redacted] which included stabilization efforts of IV catheter and fluids so that [redacted] could be safely transported to [redacted] ; the amount for this care was $As per the financial policy of the Animal Hospital of Polaris, which was presented to and signed by this client and all clients of the hospital, payment is expected at the time services are renderedIt was a courtesy in an emergency situation that we did not pursue payment on 4-6-Billing and finance charges result on open balances at the end of each monthIn May, a copy of the invoice was mailed and did include the finance chargesIn June, we offered services to another pet from the household, regardless of having an open balance on the account; this was another courtesy extended to this clientWe explained there was an open balance that included finance charges and agreed to reverse these finance charges if the balance was paid in full by 6/19/and all finance charges and billing charges were reversed on our end at that timeHowever, no payments were received to cover the outstanding balance at the end of JuneFinance charges resulted again at the end of June, July, and AugustOn September 23rd, 2015, Mr [redacted] stopped by to return the bottle of Immune Support, which was credited to the accountOn October 3rd, 2015, Mrs [redacted] called to discuss the invoice she received in the mailI confirmed at that time that the Immune Support was credited back to her account and that we would again agree to overturn all finance and billing charges if the balance after that credit ($80.22) was received by October 9th, I was assured at that time that $would be paid and also confirmed that if it was not received that all finance charges, billing charges, and unpaid balance amounts would be turned over to collections on end of day 10-9-Even after no payment was received on 10-9-15, I waited until 10-15-to perform a write off and closed the accountAt this time, no payments are due on the account and the account is closedAll arrangements for payments must be made through the third party collections agencyThrough the past months, Animal Hospital of Polaris has mailed out over invoices, made numerous calls to attempt to settle, have provided care to other pets in the household regardless of an open balance, and have over documented communication notes between staff and this clientIt is unfortunate that as medical professionals, we must sacrifice receiving payments in order to provide the best care possible for pets at any time and that despite many efforts to provide excellent service and customer support, we are now in a position to respond publicly

In
June, it was explained by multiple staff members including both doctors who
treated [redacted], the veterinary technicians, the technician assistants, and
customer service team that [redacted] was diagnosed directly from cytology results
on file processed through the lab. The results of the cytology...

were based on
blood samples sent and from those samples, no signs of cancer were noted.
Animal Hospital of Polaris did communicate with [redacted] and both hospitals
agreed with the set of diagnostics performed by both hospitals. Antibiotics
were prescribed to [redacted] because of the white blood cell count and the high
levels. Steroid injections were prescribed due to inflammation in the lymph
nodes. The immune support vitamins were offered as a supplemental treatment in
order to boost [redacted]’s immune system through his illness. However, when [redacted]
and owner arrived to the hospital on April 6th, 2015, emergency
response was administered. After an exam by the doctor on staff, a treatment
plan was discussed and consented to by Mr. [redacted] which included stabilization
efforts of IV catheter and fluids so that [redacted] could be safely transported to
[redacted]; the amount for this care was $135.00. As per the financial policy of
the Animal Hospital of Polaris, which was presented to and signed by this
client and all clients of the hospital, payment is expected at the time
services are rendered. It was a courtesy in an emergency situation that we did
not pursue payment on 4-6-15. Billing and finance charges result on open
balances at the end of each month. In May, a copy of the invoice was mailed and
did include the finance charges. In June, we offered services to another pet
from the household, regardless of having an open balance on the account; this
was another courtesy extended to this client. We explained there was an open
balance that included finance charges and agreed to reverse these finance
charges if the balance was paid in full by 6/19/15 and all finance charges and
billing charges were reversed on our end at that time. However, no payments
were received to cover the outstanding balance at the end of June. Finance
charges resulted again at the end of June, July, and August. On September 23rd,
2015, Mr. [redacted] stopped by to return the bottle of Immune Support, which was credited
to the account. On October 3rd, 2015, Mrs. [redacted] called to discuss
the invoice she received in the mail. I confirmed at that time that the Immune
Support was credited back to her account and that we would again agree to
overturn all finance and billing charges if the balance after that credit
($80.22) was received by October 9th, 2015. I was assured at that
time that $80.22 would be paid and also confirmed that if it was not received
that all finance charges, billing charges, and unpaid balance amounts would be
turned over to collections on end of day 10-9-15. Even after no payment was
received on 10-9-15, I waited until 10-15-15 to perform a write off and closed
the account. At this time, no payments are due on the account and the account
is closed. All arrangements for payments must be made through the third party
collections agency. Through the past 7 months, Animal Hospital of Polaris has
mailed out over 4 invoices, made numerous calls to attempt to settle, have
provided care to other pets in the household regardless of an open balance, and
have over 15 documented communication notes between staff and this client. It
is unfortunate that as medical professionals, we must sacrifice receiving
payments in order to provide the best care possible for pets at any time and
that despite many efforts to provide excellent service and customer support, we
are now in a position to respond publicly.