Animal Medical Center of Ontario

I am rejecting this response because: The statement about how this happened is falseThis is not how it happened and it wasn't the fact of the cost it was that they DoD every thing without consulting my wife about every thing that was being done before proceeding

It is our policy and procedure to always discuss and get authorization from the client before performing any work on patient.? In this case [redacted] 's wife did ok the services to DrG***.? Please see documented chart.? I again apologize if we were misunderstood or didn't communicate well enough.? ?

Mrs*** ***'s wife was asked if she wanted a treatment plan/cost-she declined. She stated to DrG*** to do what needed done, DrG*** asked if she just wanted to start with x-rays and bring the patient back to the room-she said no go ahead and do it all with the patient in treatment
area. We performed as discussed with the owner in the room the following: radiographs, bloodwork, fine needle aspirates of two different sites (lymph node and mass). Since this complaint date I have talked with and emailed *** numerous times. She was upset that it was so much coming out from their account, I reversed the charge and applied the balance to their new Care Credit Card (0% interest for months). As a side note when her wife was checking out at the front desk, our assistant went over all the charges, wife said "that's more then I thought",but preceded to pay with her debit card and entered her pin number. It wasn't until minutes later that she came back into the lobby, while on the phone to ***, that there seemed to be a huge concern regarding the bill totalWe also offered to stop bloodwork, radiograph consultation, and cytology review to save them money. *** requested to go ahead with treatment plan and opted for Care Credit. We sent all copies of cytology reports, bloodwork results, radiograph consultation etc to Mrs*** and went over results as well by phonePer owner (***) she said the patient was improving with antibiotics, patient was active, mass was decreasing in size and was pleased with outcome at this time. DrG*** authorized the next round of antibiotics to her regular veterinarian. We try very hard to communicate well with our clients and offer many options regarding treatment/payment options. We value our clients and patients and wish that Mrs*** would not have gotten so upset over a misunderstanding either between her and her wife or between us and her wife. We are happy that her pet is recovering well and feel like we tried to rectify her being displeased. Let me know if you have any questions or want to discuss this case further. Thank you for your time! Jennifer WeitzelHospital Manager

I am rejecting this response because:
The statement about how this happened is falseThis is not how it happened and it wasn't the fact of the cost it was that they DoD every thing without consulting my wife about every thing that was being done before proceeding.

It is our policy and procedure to always discuss and get authorization from the client before performing any work on patient. In this case ***'s wife did ok the services to DrG***. Please see documented chart. I again apologize if we were misunderstood or didn't communicate well enough

It is our policy and procedure to always discuss and get authorization from the client before performing any work on patient.? In this case ***'s wife did ok the services to DrG***.? Please see documented chart.? I again apologize if we were misunderstood or didn't communicate well enough.? ?

I am rejecting this response because:
The statement about how this happened is false. This is not how it happened and it wasn't the fact of the cost it was that they DoD every thing without consulting my wife about every thing that was being done before proceeding.

Mrs. [redacted]'s wife was asked if she wanted a treatment plan/cost-she declined.  She stated to Dr. G[redacted] to do what needed done, Dr. G[redacted] asked if she just wanted to start with x-rays and bring the patient back to the room-she said no go ahead and do it all with the patient in treatment...

area.  We performed as discussed with the owner in the room the following: radiographs, bloodwork, fine needle aspirates of two different sites (1 lymph node and 1 mass).  Since this complaint date I have talked with and emailed [redacted] numerous times.  She was upset that it was so much coming out from their account, I reversed the charge and applied the balance to their new Care Credit Card (0% interest for 6 months).  As a side note when her wife was checking out at the front desk, our assistant went over all the charges, wife said "that's more then I thought",but preceded to pay with her debit card and entered her pin number.  It wasn't until 5 minutes later that she came back into the lobby, while on the phone to [redacted], that there seemed to be a huge concern regarding the bill total. We also offered to stop bloodwork, radiograph consultation, and cytology review to save them money.  [redacted] requested to go ahead with treatment plan and opted for Care Credit.  We sent all copies of cytology reports, bloodwork results, radiograph consultation etc to Mrs. [redacted] and went over results as well by phone. Per owner ([redacted]) she said the patient was improving with antibiotics, patient was active, mass was decreasing in size and was pleased with outcome at this time.  Dr. G[redacted] authorized the next round of antibiotics to her regular veterinarian.   We try very hard to communicate well with our clients and offer many options regarding treatment/payment options.  We value our clients and patients and wish that Mrs. [redacted] would not have gotten so upset over a misunderstanding either between her and her wife or between us and her wife.  We are happy that her pet is recovering well and feel like we tried to rectify her being displeased.  Let me know if you have any questions or want to discuss this case further.  Thank you for your time! Jennifer WeitzelHospital Manager