Cat Hospital of Austin

Dear [redacted] ***, Thank you for your time and attention to the complaint filed by my client, [redacted] ***I am aware that she is very upset with the billing practices at my businessI do admit that there was an error committed, but this did not result in any issue that affected [redacted] ***' credit card The issue that started the problem was that [redacted] adopted out a cat named [redacted] to another clientWhen [redacted] 's ownership was transferred, my new receptionist who was not yet fully trained, moved all accounting transactions with [redacted] This resulted in an error that caused [redacted] account to show an owing balanceThe invoice showing [redacted] had an outstanding balance did go outIt was not until [redacted] prompted us to search for a reason for this outstanding balance did I truly get involvedPrior to her request, my staff was handling the response and could not figure out the true source of the problem When I investigated the issue and contacted [redacted] ***, I had discovered that she did not owe any money and I felt I was able to match up all the charges that she had in question I will have details of these charges that [redacted] had questioned in the following paperworkI also am submitting records of the email conversations that we hadI have apologized several times over to [redacted] and tried to explain all of it to her and submit all the documentation that she requestedI am very sorry for the inconvenience but I can assure the Revdex.com and [redacted] that no money was stolen from her credit cardI do not keep the credit card information on fileMy only mistake in this situation was that I did not realize my receptionist had so little training in the area of patient transfer and I did not realize that my computer software would allow such a big error to occurI have had updated versions of the same software since my practice opened in April of and this is the first time such an issue has occurred [redacted]

*** *** sent me a check for the amount of the overage and I have deposited the check into my bank account
In my view, the matter has been resolved

Dear [redacted],
Thank you for your time and attention to the complaint filed by my client, [redacted]. I am aware that she is very upset with the billing practices at my business. I do admit that there was an error committed, but this did not result in any issue that affected [redacted]'...

credit card.
The issue that started the problem was that [redacted] adopted out a cat named [redacted] to another client. When [redacted]'s ownership was transferred, my new receptionist who was not yet fully trained, moved all accounting transactions with [redacted]. This resulted in an error that caused [redacted] account to show an owing balance. The invoice showing [redacted] had an outstanding balance did go out. It was not until [redacted] prompted us to search for a reason for this outstanding balance did I truly get involved. Prior to her request, my staff was handling the response and could not figure out the true source of the problem.
When I investigated the issue and contacted [redacted], I had discovered that she did not owe any money and I felt I was able to match up all the charges that she had in question.
I will have details of these charges that [redacted] had questioned in the following paperwork. I also am submitting records of the email conversations that we had. I have apologized several times over to [redacted] and tried to explain all of it to her and submit all the documentation that she requested. I am very sorry for the inconvenience but I can assure the Revdex.com and [redacted] that no money was stolen from her credit card. I do not keep the credit card information on file. My only mistake in this situation was that I did not realize my receptionist had so little training in the area of patient transfer and I did not realize that my computer software would allow such a big error to occur. I have had updated versions of the same software since my practice opened in April of 2000 and this is the first time such an issue has occurred.
 
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