Dear Mr [redacted] , I have read your complaint to BBT and I have reviewed your pet's medical record regarding your recent visit to our clinic on 5-your dog, [redacted] As a full service, hour emergency hospital and veterinary clinic we are responsibly for offering and providing the best veterinary care to you and your pet The financial responsibility for that care is yoursWe offer what we feel is the best veterinary care needed at that time given the pet's condition however often times we modify our recommendations to meet the financial needs of the owner You brought, [redacted] , an intact year old male dog that was not current on any vaccinations, into the clinic after he was recently in a dog fight Your dog had multiple open wounds that needed to be cleaned and ideally surgically closed Due to financial restrictions, an alternative treatment planned was offered to you that did not entail surgery This is the reason you were charged the $for the re-check exam when you brought [redacted] in just a few days later for an exam We do offer a complimentary exam on all of our post operative patients however if no surgery was performed we then charge for the re-check exam However due to miscommunication regarding this matter, we will be adjusting the $off your account Additionally, Town and Country Veterinary Clinic will no longer be able to care for your pets in the future, so please let us know where we can send your pet's medical records for future veterinary care Yours, Kelly Burdette, DVM Town and Country Veterinary Clinic, owner
Dear Mr. [redacted], I have read your complaint to BBT and I have reviewed your pet's medical record regarding your recent visit to our clinic on 5-17 your dog, [redacted]. As a full service, 24 hour emergency hospital and veterinary clinic we are responsibly for offering and...
providing the best veterinary care to you and your pet. The financial responsibility for that care is yours. We offer what we feel is the best veterinary care needed at that time given the pet's condition however often times we modify our recommendations to meet the financial needs of the owner. You brought,[redacted], an intact 3 year old male dog that was not current on any vaccinations, into the clinic after he was recently in a dog fight. Your dog had multiple open wounds that needed to be cleaned and ideally surgically closed. Due to financial restrictions, an alternative treatment planned was offered to you that did not entail surgery. This is the reason you were charged the $40 for the re-check exam when you brought [redacted] in just a few days later for an exam. We do offer a complimentary exam on all of our post operative patients however if no surgery was performed we then charge for the re-check exam. However due to miscommunication regarding this matter, we will be adjusting the $40.00 off your account. Additionally, Town and Country Veterinary Clinic will no longer be able to care for your pets in the future, so please let us know where we can send your pet's medical records for future veterinary care. Yours, Kelly Burdette, DVM Town and Country Veterinary Clinic, owner
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I find that this resolution would be satisfactory to me, I would like to point out that this is the kind of response that strikes at the heart of my complaint as there is a complete lack of responsibility on the part of the business to OWN the fact that its employees gave me incorrect information not once but thrice. All of this could've been avoided entirely if (a) I was given the correct information from the start, (b) those questioned about the matter were TRUTHFUL about their failure to disclose this additional cost, or (c) the office manager and case auditor had taken my grievance seriously. I do not want other people to go through this same situation but I can't say that I am confident they will be spared, given the fact that there is absolutely zero ownership in this response. Your employees need to be providing accurate billing details and if THEY screw up then it does not fall on the CUSTOMER. The response speaks of financial responsibility but is completely devoid of business responsibility concerning transparency of cost and upfront information so that you can make the BEST choice possible based on your financial ability. As I said in my complaint, I was ready to let the way we were treated go since they got him fixed up. I was even ready to chalk up the invoice to miscommunication issues. But when I was told a flat out lie about a conversation that never took place and then jerked around by this case auditor and dismissed by the office manager.. that was it, game over. It became a matter of principle.I will wait for the business to send me an account summary clearly stating that I owe $0.00 and if it does, I will consider this complaint resolved.
Regards,
[redacted]
Dear Mr [redacted] , I have read your complaint to BBT and I have reviewed your pet's medical record regarding your recent visit to our clinic on 5-your dog, [redacted] As a full service, hour emergency hospital and veterinary clinic we are responsibly for offering and providing the best veterinary care to you and your pet The financial responsibility for that care is yoursWe offer what we feel is the best veterinary care needed at that time given the pet's condition however often times we modify our recommendations to meet the financial needs of the owner You brought, [redacted] , an intact year old male dog that was not current on any vaccinations, into the clinic after he was recently in a dog fight Your dog had multiple open wounds that needed to be cleaned and ideally surgically closed Due to financial restrictions, an alternative treatment planned was offered to you that did not entail surgery This is the reason you were charged the $for the re-check exam when you brought [redacted] in just a few days later for an exam We do offer a complimentary exam on all of our post operative patients however if no surgery was performed we then charge for the re-check exam However due to miscommunication regarding this matter, we will be adjusting the $off your account Additionally, Town and Country Veterinary Clinic will no longer be able to care for your pets in the future, so please let us know where we can send your pet's medical records for future veterinary care Yours, Kelly Burdette, DVM Town and Country Veterinary Clinic, owner
Dear Mr. [redacted], I have read your complaint to BBT and I have reviewed your pet's medical record regarding your recent visit to our clinic on 5-17 your dog, [redacted]. As a full service, 24 hour emergency hospital and veterinary clinic we are responsibly for offering and...
providing the best veterinary care to you and your pet. The financial responsibility for that care is yours. We offer what we feel is the best veterinary care needed at that time given the pet's condition however often times we modify our recommendations to meet the financial needs of the owner. You brought,[redacted], an intact 3 year old male dog that was not current on any vaccinations, into the clinic after he was recently in a dog fight. Your dog had multiple open wounds that needed to be cleaned and ideally surgically closed. Due to financial restrictions, an alternative treatment planned was offered to you that did not entail surgery. This is the reason you were charged the $40 for the re-check exam when you brought [redacted] in just a few days later for an exam. We do offer a complimentary exam on all of our post operative patients however if no surgery was performed we then charge for the re-check exam. However due to miscommunication regarding this matter, we will be adjusting the $40.00 off your account. Additionally, Town and Country Veterinary Clinic will no longer be able to care for your pets in the future, so please let us know where we can send your pet's medical records for future veterinary care. Yours, Kelly Burdette, DVM Town and Country Veterinary Clinic, owner
I have reviewed the response made by the business in reference to complaint ID [redacted], and while I find that this resolution would be satisfactory to me, I would like to point out that this is the kind of response that strikes at the heart of my complaint as there is a complete lack of responsibility on the part of the business to OWN the fact that its employees gave me incorrect information not once but thrice. All of this could've been avoided entirely if (a) I was given the correct information from the start, (b) those questioned about the matter were TRUTHFUL about their failure to disclose this additional cost, or (c) the office manager and case auditor had taken my grievance seriously. I do not want other people to go through this same situation but I can't say that I am confident they will be spared, given the fact that there is absolutely zero ownership in this response. Your employees need to be providing accurate billing details and if THEY screw up then it does not fall on the CUSTOMER. The response speaks of financial responsibility but is completely devoid of business responsibility concerning transparency of cost and upfront information so that you can make the BEST choice possible based on your financial ability. As I said in my complaint, I was ready to let the way we were treated go since they got him fixed up. I was even ready to chalk up the invoice to miscommunication issues. But when I was told a flat out lie about a conversation that never took place and then jerked around by this case auditor and dismissed by the office manager.. that was it, game over. It became a matter of principle.I will wait for the business to send me an account summary clearly stating that I owe $0.00 and if it does, I will consider this complaint resolved.
Regards,
[redacted]