Camp Hill Animal Hospital

April 19, 2017Dear [redacted] :I received your letter dated 4/18/today with the assigned ID of [redacted] in regards to one of our former clients and appreciate your letter stating you haven't made a judgment regarding the validity of this complaintShe was a new client as this was the first time we had ever seen this dogWe had seen one of her other pets beginning in October 2016.The client brought her dog in on 3/15/and paid her bill in full in the amount of $(invoice attached)She then brought her dog back in the next day, 3/16/17, and incurred $in fees of which she was only billed $She then brought her dog back in on 3/17/for a recheck and wasn't charged anything (another $discount) and was subsequently referred to a referral clinicBetween the 3/and 3/visits she incurred a $(invoices attached) bill but was only charged $thereby giving her a 55% discount of $276.50.She wasn't sent the $bill from 3/16/until 4/4/at which time she left a voicemail message saying she incurred more than $8,in charges at the referral clinic and that she wanted to talk about the bill I sent her and about returning medicineI returned her call leaving a voicemail message first stating that I hope her dog was doing well and then explaining once medicine leaves the hospital and is opened, we can't give a refundI also explained that there were numerous charges that we didn't charge for and that unfortunately, we don't have any influence or say, nor do we receive any compensation from, over what a referral agency chargesIn addition, I offered a payment plan of paying $every other week until the $is paid offI followed up with an email reiterating my voicemail (email attached).The client responded by saying "apparently you are too worried about the money” and that I didn't even ask how her dog was doing and said the check was in the mailIn addition, she accused me of being condescending for explaining to her that we have no influence nor do we receive any compensation from a referral clinicI apologized by saying sorry if you feel I was being condescending but I wasn't trying to be in any wayIn an effort to further prove that we aren't "about the money” I responded by saying well shred your check once it comes in (which we did on 4/17/17) and that I've adjusted her account to show it's paid in fullI also told her I'll be sending her two pets' records to her and wished her the best in finding a vet clinic to meet her needsShe said she'll tell everyone on social media to stay away and file a complaint with the Revdex.com.Our letter states that her desired outcome is “no further contact by the business” and stated that I ignored that requestI contacted her via email one time after she made that request and that was to send her her two pets' records, as I said I previously wouldAt the same time I told her that I won't be in contact with her anymore and asked that she not contact us anymore as well.Our animal hospital opened in and I've been the owner since and can count on one hand how many times I told a client to search for another clinic to meet their needsIt's unfortunate that it got to this point.Respectfully,Josh TOwner

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: I don't understand what he's sayingThey deleted it, but they have to keep it???? Literally makes sense
Regards,
*** ***

------- Forwarded message ----------From: Josh T[redacted]<[redacted]@camphillanimalhospital.com>Date: Wed, Apr 26, 2017 at 5:02 PMSubject: Ref [redacted]To: [redacted]@myRevdex.com.orgHello [redacted], In regards to complaint ref# [redacted], we have to legally keep the complainant’s file on record for 3 years should there be any future issues. However, the complainant’s address has been deleted from our system. If you need anything else, please let me know. Thank you very much for your assistance with this! Josh --Josh T[redacted]Owner/PresidentCamp Hill Animal Hospital, Inc.###-###-#### Clinic Phone###-###-#### Direct Line###-###-#### Fax

April 19, 2017Dear [redacted]:I received your letter dated 4/18/17 today with the assigned ID of [redacted] in regards to one of our former clients and appreciate your letter stating you haven't made a judgment regarding the validity of this complaint. She was a new client as this was the first...

time we had ever seen this dog. We had seen one of her other pets beginning in October 2016.The client brought her dog in on 3/15/17 and paid her bill in full in the amount of $350.60 (invoice attached). She then brought her dog back in the next day, 3/16/17, and incurred $448.50 in fees of which she was only billed $227. She then brought her dog back in on 3/17/17 for a recheck and wasn't charged anything (another $55 discount) and was subsequently referred to a referral clinic. Between the 3/16 and 3/17 visits she incurred a $503.50 (invoices attached)  bill but was only charged $227 thereby giving her a 55% discount of $276.50.She wasn't sent the $227 bill from 3/16/17 until 4/4/17 at which time she left a voicemail message saying she incurred more than $8,000 in charges at the referral clinic and that she wanted to talk about the bill I sent her and about returning medicine. I returned her call leaving a voicemail message first stating that I hope her dog was doing well and then explaining once medicine leaves the hospital and is opened, we can't give a refund. I also explained that there were numerous charges that we didn't charge for and that unfortunately, we don't have any influence or say, nor do we receive any compensation from, over what a referral agency charges. In addition, I offered a payment plan of paying $50 every other week until the $227 is paid off. I followed up with an email reiterating my voicemail (email attached).The client responded by saying "apparently you are too worried about the money” and that I didn't even ask how her dog was doing and said the check was in the mail. In addition, she accused me of being condescending for explaining to her that we have no influence nor do we receive any compensation from a referral clinic. I apologized by saying sorry if you feel I was being condescending but I wasn't trying to be in any way. In an effort to further prove that we aren't "about the money” I responded by saying well shred your check once it comes in (which we did on 4/17/17) and that I've adjusted her account to show it's paid in full. I also told her I'll be sending her two pets' records to her and wished her the best in finding a vet clinic to meet her needs. She said she'll tell everyone on social media to stay away and file a complaint with the Revdex.com.Our letter states that her desired outcome is “no further contact by the business” and stated that I ignored that request. I contacted her via email one time after she made that request and that was to send her her two pets' records, as I said I previously would. At the same time I told her that I won't be in contact with her anymore and asked that she not contact us anymore as well.Our animal hospital opened in 1962 and I've been the owner since 2003 and can count on one hand how many times I told a client to search for another clinic to meet their needs. It's unfortunate that it got to this point.Respectfully,Josh T. Owner