Blanchard Animal Hospital

Initial Business Response / [redacted] (1000, 8, 2015/07/13) */ On June 16, [redacted] 's dog, [redacted] ( [redacted] ) was scheduled for spay and hernia repairIt was noted in computer that we needed to quote her for both surgeries at the time of drop off, meaning no estimate had been generated in our computer before this pointFor surgeries and hospital treatments the technicians do the estimatesUnfortunately, we were busy that particular morning helping with all animals being dropped off that my receptionist went ahead and put together a quote for her as she was asking for oneThe estimate was put into our computer system for a spay and hernia repair at $There are different types of hernias we will fix during spay or neuter procedures, Umbilical Hernia and Inguinal herniaUmbilical are usually very easily fixed, with small incisions placing tissue back into abdomen wall and closeInguinal Hernia is a lot more evasive and usually bigger in size, and getting it properly closed up can be very tedious Unfortunately Mrs [redacted] was quoted for spay $and the price of A Umbilical Hernia $= $ [redacted] had an Inguinal Hernia (NOT Umbilical)As soon as I discovered the mistake I immediately called her to explain the difference and that there was no way we could do both surgeries for $(This was less than an hour of being dropped off) The Inguinal repair could not be performed for any less than $bringing the total to $I understood that this was a dramatic price difference that is why I called before proceeding forwardDuring this phone conversation the price was not in Mrs [redacted] 's budgetWe explained to her if she needed time to save money this was appropriate, as neither surgery was urgentWe also advised her that we accept Care CreditMrs [redacted] declined the services at this price and came to pick up ***When Mrs [redacted] arrived at the Clinic she stated that was very upset that she had to travel from Norman during morning traffic to pick [redacted] upShe also said multiple times that she has been coming here for years and she travels all the way from Norman, OK because we do have great pricesWe repeated many times to [redacted] that we did not intentionally quote her incorrectly and we apologizedI personally dealt with Mrs [redacted] on the phone and when she came to pick up and both times was not really listening to any reasonable offerWe have worked with Mrs [redacted] for many years, and were extremely apologetic for the miss communication Initial Consumer Rebuttal / [redacted] (2000, 10, 2015/07/21) */ (The consumer indicated he/she ACCEPTED the response from the business.) They did not offer me the option of care creditThis was never once mentioned either on the phone or in personIf it had I would have been able to go ahead with the surgeryI am disappointed that this alternative was not mentionedI have always been under the impression that cash or credit card was the only option of payment and have always paid for service at the time of the visit I have already secured service from a Veterinary office closer to home since their prices seem to be about the same minus the travel time

Initial Business Response /* (1000, 8, 2015/07/13) */
On June 16, 2015 [redacted]'s dog, [redacted] ([redacted]) was scheduled for spay and hernia repair. It was noted in computer that we needed to quote her for both surgeries at the time of drop off, meaning no estimate had been generated in our...

computer before this point. For surgeries and hospital treatments the technicians do the estimates. Unfortunately, we were busy that particular morning helping with all animals being dropped off that my receptionist went ahead and put together a quote for her as she was asking for one. The estimate was put into our computer system for a spay and hernia repair at $195.00. There are 2 different types of hernias we will fix during spay or neuter procedures, Umbilical Hernia and Inguinal hernia. Umbilical are usually very easily fixed, with small incisions placing tissue back into abdomen wall and close. Inguinal Hernia is a lot more evasive and usually bigger in size, and getting it properly closed up can be very tedious.
Unfortunately Mrs. [redacted] was quoted for spay $145.00 and the price of A Umbilical Hernia $50 = $195.00.
[redacted] had an Inguinal Hernia (NOT Umbilical). As soon as I discovered the mistake I immediately called her to explain the difference and that there was no way we could do both surgeries for $195.00. (This was less than an hour of being dropped off) The Inguinal repair could not be performed for any less than $200 bringing the total to $345.00. I understood that this was a dramatic price difference that is why I called before proceeding forward. During this phone conversation the price was not in Mrs. [redacted]'s budget. We explained to her if she needed time to save money this was appropriate, as neither surgery was urgent. We also advised her that we accept Care Credit. Mrs. [redacted] declined the services at this price and came to pick up [redacted]. When Mrs. [redacted] arrived at the Clinic she stated that was very upset that she had to travel from Norman during morning traffic to pick [redacted] up. She also said multiple times that she has been coming here for years and she travels all the way from Norman, OK because we do have great prices. We repeated many times to [redacted] that we did not intentionally quote her incorrectly and we apologized. I personally dealt with Mrs. [redacted] on the phone and when she came to pick up and both times was not really listening to any reasonable offer. We have worked with Mrs. [redacted] for many years, and were extremely apologetic for the miss communication.
Initial Consumer Rebuttal /* (2000, 10, 2015/07/21) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They did not offer me the option of care credit. This was never once mentioned either on the phone or in person. If it had I would have been able to go ahead with the surgery. I am disappointed that this alternative was not mentioned. I have always been under the impression that cash or credit card was the only option of payment and have always paid for service at the time of the visit.
I have already secured service from a Veterinary office closer to home since their prices seem to be about the same minus the travel time.