Big Spring Animal Hospital

From: C [redacted] , Dawn< [redacted] @vetcor.com>Date: Fri, Mar 11, at 4:PMSubject: Response to Complaint # [redacted] To: [redacted] @myRevdex.com.org [redacted] Please find our response to complaint id # [redacted] attachedIf you should have any questions, please feel free to contact usThank you.Dawn C [redacted] Hospital ManagerBig Spring Animal Hospital (Martinsburg, WV)Inwood Animal Center (Inwood, WV)###-###-####Response to complaint: ID [redacted] I have spoken with the doctor, technician and receptionists involved in treating [redacted] ’s cat, ***, on February 12, 2016, at Big Spring Animal HospitalThe cat was presented for vomiting food and water for three daysAfter examining ***, the doctor presented [redacted] with a diagnostic and treatment planThe diagnostic plan included radiographs and bloodwork, which [redacted] declinedThe doctor then offered a treatment plan that included supportive therapy only and told her there would be additional costs for this treatmentShe stated the plan would include subcutaneous fluids, an injection of an anti-emetic, and an injection of a gastric-acid reducerA notation made in the written record for this visit clearly indicates that [redacted] agreed to this planAt check out, she was also given a dietary supplement to improve the health of her cat’s GI system [redacted] had the option of declining all therapies prior to her cat receiving themShe also had the option of declining the dietary supplement at check-outHowever, she gave her permission for the therapies to be performed, and she accepted the supplementAt no time was [redacted] led to believe that these additional therapies were included in the $exam feeIt was made clear there would be additional costsIt is our policy to always provide verbal estimates for services and to provide written estimates when they are specifically requested [redacted] did not request a written estimate, so one was not providedHer bill was reasonable for the services she and her cat receivedWe will not provide a refund

From: C[redacted], Dawn<[redacted]@vetcor.com>Date: Fri, Mar 11, 2016 at 4:45 PMSubject: Response to Complaint # [redacted]To: [redacted]@myRevdex.com.org[redacted]Please find our response to complaint id # [redacted] attached. If you should have any questions, please feel free to contact us. Thank...

you.Dawn C[redacted]Hospital ManagerBig Spring Animal Hospital (Martinsburg, WV)Inwood Animal Center (Inwood, WV)###-###-####Response to complaint: ID [redacted]I have spoken with the doctor, technician and receptionists involved in treating [redacted]’s cat, [redacted], on February 12, 2016, at Big Spring Animal Hospital. The cat was presented for vomiting food and water for three days. After examining [redacted], the doctor presented [redacted] with a diagnostic and treatment plan. The diagnostic plan included radiographs and bloodwork, which [redacted] declined. The doctor then offered a treatment plan that included supportive therapy only and told her there would be additional costs for this treatment. She stated the plan would include subcutaneous fluids, an injection of an anti-emetic, and an injection of a gastric-acid reducer. A notation made in the written record for this visit clearly indicates that [redacted] agreed to this plan. At check out, she was also given a dietary supplement to improve the health of her cat’s GI system. [redacted] had the option of declining all therapies prior to her cat receiving them. She also had the option of declining the dietary supplement at check-out. However, she gave her permission for the therapies to be performed, and she accepted the supplement. At no time was [redacted] led to believe that these additional therapies were included in the $48 exam fee. It was made clear there would be additional costs. It is our policy to always provide verbal estimates for services and to provide written estimates when they are specifically requested. [redacted] did not request a written estimate, so one was not provided. Her bill was reasonable for the services she and her cat received. We will not provide a refund.