Animal Medical Office of Corona

Initial Business Response /* (1000, 8, 2015/06/08) */
On 05/18/15 and 05/19/15 services were performed for client [redacted] on patient #XXXXX "Chester". Diagnosis: Urinary blockage w/ crystals in the urine caused an obstruction in the urethra.
See attached paperwork attached...

regarding services provided.
1. Client registration form (three pages).
2. Signed payment agreement for services and the client was made aware of all payments for service are due in full at the time of treatment. Signature from [redacted] acknowledging terms of deposit and payment.
3. Two signed estimates for treatment and services by client [redacted]. After she agreed and signed them, we began treatment of x-rays; she then informed a staff member that she did not have the money to pay for the services. She then proceeded to try and contact friends and family members to help her out financially. Our staff members also assisted in processing her and several of her friends for Care Credit. While our Veterinarian and Technician gave the cat pain medication and decompressed the bladder.
4. Invoices #XXXXX and #XXXXX showing treatments, services performed and charges for Chester. Also showing deposit payment and balance due from client.
5. Medical records of services performed by Veterinarian and staff on patient #XXXXX "Chester" at Animal Medical Center of Corona.
6. Client notes dated 05/18/15 at 8:52 pm from Animal Medical Center of Corona's Avimark computer software for client [redacted]. It is stating verbal authorization by [redacted] to charge $400.00 on her visa debit card ending in [redacted] for the deposit. Two staff members spoke with [redacted] (who helped out and paid for the deposit) over the phone; they conformed authorization for the Visa charge. Also on 5/18/15 at 856 pm Staff member [redacted] made [redacted] aware of the balance $284.50 from the treatment and that it did not include prescription food and Rx. Also stated to client estimate presented only reflected a 24 hour time period. [redacted] advised Mrs. [redacted] all remaining balance must be paid at the time of release and was told that the release time would be the following day pending response of treatment.
7. On 05/19/15 [redacted] at approximately 530 pm she came into our facility to pick up her cat. Since the cat has a urinary problem it was peeing on itself. We did do our best to clean and bath the cat before Chester went come. [redacted] did spend a large amount of time speaking with Ms. [redacted] about home care and verbally going over aftercare instructions for feeding and medicating Chester. Also she explained what to look for if the cat started to "Re-block" and was told to go to the emergency animal hospital immediately.
8. Our last scheduled appointment for our office is at 530 pm. Mrs. [redacted] arrived as a "walk in" appointment at approx 540 pm and was seen by our Veterinarian at approx 550 pm. She did not have a scheduled appointment. Our Veterinarian examined the cat and recommended x-rays. [redacted] agreed to and signed the estimate. The diagnosis was a urinary blockage. Our Veterinarian and staff members stayed and treated her cat "Chester" from approx 6 pm until 1030 pm. They went above and beyond to help Mrs. [redacted] apply for funding and Care Credit to treat her cat. This was done while the cat was treated for pain and the bladder was drained to keep I from rupturing. Not to mention the overtime that was paid to my employees fro staying over their 8 hours shift. Our staff's shifts end between 6pm and 7pm. As far and the employee that was in a tank top and sandals. She was not working a regular shift. She stopped by to be of support for another staff member that had her own pet that was sick. She decided to stay and help out with [redacted]'s cat and assist other staff. Since the rest of my staff were already working overtime to treat "Chester".
9. On 5/20/15 [redacted] which is a friend of a friend to [redacted] called stating that the patient "Chester had to go to an emergency hospital last night (05/19/15), because he "Re-blocked" again. She stated that she was unhappy and wanted her $400.00 deposit refunded back to her. Ms. Gonzalez stated because we did not perform services, the cat had to go the emergency animal hospital for emergency treatment.
On 5/20/15 at approximately 2 pm staff member [redacted] and I spoke with [redacted] on the phone (speaker conference) and went over what treatment and services we performed on her cat and that the estimate only reflected a 24 hour time period. [redacted] also stated to [redacted] that the Veterinarian and staff did provide services on her cat, ultrasound and decompressing the bladder while she was trying to find someone to help her pay for the services. [redacted] then told Ms. [redacted] in person when she picked up the cat and again over the phone that the chances of her cat having this issue again is very likely and that it would need to go to an emergency hospital immediately for treatment and possible surgery.
The normal cost for this type of illness for a feline starts at approximately $1550.00 and can range up to $2775.00 at our facility. Unfortunately [redacted] did not have the means and did not qualify for Care Credit. Ms. [redacted] was a new client and had not established any financial stability with us prior. She also stated "that she was moving out of the state in a few weeks, and her family would not lend her any money due to the fact that she never pays them back." Our Hospital policy is that we do not accept or offer regular/recurring payment plans. She acknowledged and signed this on the new client form when she first arrived.
If you have any other questions regarding this matter please do not hesitate to contact, Animal Medical Center of Corona.
Thank you,
[redacted] D [redacted]