Colonial Park Animal Clinic

[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:
Regards,
** *** First let me say that thanks to social media I was able to get a response to my Revdex.com compliantThere was no slander involved, just my account to the events that had taken place and the fact that I have yet to t receive a response to my compliantTrust me, I would not and do not like wasting my time making complaints in this fashion, but I believe a lesson should be learned and that there should be some accountability for the poor quality of customer service
As they have written in their recent response, their staff made an error in not informing me that there would be a cost to what I was lead to believe was a no cost follvisitI am happy to hear that they are going to correct this error and hopefully prevent someone else from being put in a similar daunting situation
Again, I want to state mostly because it was not addressed in their response, the day of the surgery the vet informed me to keep an eye on my animal over the next couple of day and not to hesitate to contact her if I suspected any issues and so I called their office on 1/2/at 8:32am prior to bringing her inI let the reception know over the phone and in person that I was concerned that her cough could be related to my pet’s surgeryI appreciate all the formal documentation regarding the effects of the inoculation process and how it effects kittens during a particular time periodHowever, this same information could have been shared during my initial phone contact to their office and not once I have been requested to come into their office and concerned that my pets “illness” was related to her surgeryAnd as stated in their response “The clinic staff and doctor were explicitly aware of why she was coming in.” But from 8:32am-4pm (the time of my visit that day) no one contacted me to explain that her symptoms were not due to the surgery and that I would have to pay if I wanted to keep my appointmentNo one, not the vet or the receptionist or Shay or an Office Manager gave me a courtesy call to explain this information, instead they lead me to believe that this was a follvisitThe very fact that they knew prior to me having her seen by the vet that her symptoms were unrelated to the surgery, but did not share that with me is extremely questionableThe ONLY reason I thought this was a no cost there was NEVER a pre appointment discussion regarding costI absolutely expected this to be a quick no cost follvisit, just to ensure that there were no complications due to the surgery
Lastly for their office to be persistently fighting with me over a $mistake that was made on behalf of their staff is more than baffling and very bad customer service periodIt is their knowledge that this was their mistake but still holding me accountable for it what is most confusingAlso, as was shared by their receptionist Shay, they do have no cost follvisits, but that I did not qualify for that exception, even after all I have went through with their office I do not qualify! I stand by my accounts on what happened in this unfortunate encounterA customer should not be held responsible for their staff’s lack of interdepartmental communicationI will follow up on their social media page to indicate that they have contacted me regarding this compliant along with other facts to continue to be truthfulBut I will NOT agree to how they are continuing to handle this situation, which in my opinion lacks some serious customer serviceFor me cost is absolutely not the issue, it is the principle of the matter and I afraid that their office will not get that and will lose good customers because of that fact

To Whom It May Concern:Thank you for allowing us the opportunity to share our side and an accurate version of the events.*** presented on 1/2/with "wheezing and raspy purring with hacking cough." These are both typical and to be expected from an upper respiratory infection (URI) in a kitten
Kittens and older immunocompromised cats are at the highest level of risk*** is just months old, and, had only just received her vaccines on 12/20/at the *** *** Animal Hospital.According to www.***.com, and known in veterinary medicine as basic knowledge, "Once a cat is exposed to an infectious agent, it will go through an incubation period of 2-days before developing symptomsIf the infection is uncomplicated, it will typically last for 7-days, depending on the particular disease agent." (found here)We do not dispute that *** had a URI as of 112/17; however, she was in an animal hospital on 12/20/to be vaccinated and in ours on 12/30/If she began coughing, as stated in *** ***' complaint immediately after being taken home on 12/30/16, this would indicate that she picked something up at the other animal hospital and it was, as the manager of Colonial Park Animal Clinic, Shay, explained to *** ***, triggered by undergoing anesthesia.However, again, this is a moot point in that there is no circumstance where a sick animal is seen for a first time diagnosis and isn't charged for an Office VisitThis was not a complication from surgery, nor was it a follow up from the surgeryThis was a separate issue all together.*** *** says"I believe the person who scheduled me to come in did not relay my situation properly and therefore they were not prepared." *** was schedule as "wheezing since spay on Friday 12/30.” The clinic staff and doctor were explicitly aware of why she was coming in.The issue at hand is that *** *** wasn't directly informed that he would be paying an Office Visit chargeThis was an error made by a staff member and has been addressed with that person as well as brought to the entire groups' attentionWhen the manager of Colonial Park Animal Clinic, Shay, attempted to explain this, *** *** refused to accept itHe continued to interject and say that he should not be chargedShay attempted to explain that this is standard procedure and even offered to lower the cost of the Office Visit*** *** declined that offerShay then offered to allow him to sign a Promissory Note and have him make payments until the balance was zeroed out, which was also declined.*** *** has since been slandering the clinic via ***, ***, and other social media platformsOne of the statements he made was that "they were completely combative," this is an utter falsehoodShay was calm and explanatory, providing and relaying information from the doctor based on the information that she was given by *** *** *** did meet with DrD*** who upon examination of *** diagnosed her with an URI and prescribed medications for this.*** *** disputes $via Revdex.com and an "over $bill" on social mediaWhat he is being charged is $With medication and standard pricing his bill was $After his refusal to pay, and verifying with DrD*** that the medication wasn't life saving, the medication was removedShay also, true to her word, lowered the price of the Office Visit from $to $50.The doctor rendered services via a physical examination of *** and diagnosisThat cannot be disputedThe charges were lowered for *** *** as an act of good faith in regards to them having not been made more apparent when he called.Thank you,Angi SOffice Manager