Ashby Animal Clinic, Inc.

We are sorry you still feel this way, despite our efforts to speak with you and come to an understanding. We always do our best to offer our clients clear and consistent communication and are sorry you left feeling you received anything less. That being said, we don’t feel your complaint paints a...

full description of the events that transpired. During our last conversation, we reminded you that when you initially made your appointment, you were informed of the amount the exam would cost and that anything outside of the exam (such as treatments and medications) would be an additional cost. Prior to visiting our office, you acknowledged an understanding of this, and we requested that you please ask us if you had questions as treatment progressed. There were no questions along the way, and when you were presented your invoice that included diagnostic services,  treatments and medications, you shared your dissatisfaction. In a show of good faith and out of compassion for the information you shared with us, we agreed to write off the balance due, which was nearly 40% of the total invoice. When we last spoke, you seemed satisfied with this resolution, so we are confused by this complaint now filed by you.   Our hospital has worked with you every step of the way, and we are very sorry for your disappointment, but we respectfully disagree with your sentiment and your version of events. We wish you and your cat nothing but the best moving forward.[redacted]Practice ManagerAshby Animal Clinic, Inc.[redacted] [redacted]
[redacted]  [redacted]

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]