Fall Creek Veterinary Medical Center Reviews (%countItem)
Fall Creek Veterinary Medical Center Rating
Address: 9667 Geist Crossing Dr, Mc Cordsville, Indiana, United States, 46055
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On August 15, 2018 my dog went in for her monthly grooming service, which she has been doing with them for the past 13 years. She was also due for her vaccinations and senior wellness exam. In years past we drop her off and wait for a phone call that everything is complete. We received the phone call and arrived to pick her up. We paid the invoice at the front desk for over $200. We then went in on September 17, 2018 for her next month grooming service. Upon coming back to pick her up, they stated that we had not paid our previous balance of $62. My wife stated that everything was paid in full upon exiting the facility, and the staff disputed that claim. I reached out to the owner following the conversation, and was informed via text message that "upon gathering all information, it seems our practice is not able to continue to meet the needs as we were able".
Dear Revdex.com Representative:
We acknowledge the client’s displeasure with a balance that proved to be incorrect. In fact, the error had just been noted, and was being addressed by our Director of Business Operations. Unfortunately, our practice software had not yet shown the correction on the day that grooming services were performed at our office. This would not be known to any who were directly involved with our clients that day but would have been (and was) easily discovered upon further investigation. At checkout, our practice software showed that the clients had a balance on the account, and that was politely shared by one of our client services representatives. This information was clearly upsetting to the client, who was visibly angry. The representatives at the front desk collected only the fees incurred that day, informing the client that they would further investigate the disputed amount. It is unlikely that, by this time, the client heard that. A call from the client’s spouse shortly after the pet was picked up was initially handled by the client services representative, but the spouse’s level of agitation, language and tone suggested that our representative would be unable to resolve the matter, and the call was transferred to our Business Director. She sought to provide assurance that the issue was resolved and would indeed be reflected in a $ 0.60 credit back to their bank account the next business day. It is not clear if that was heard, as there had been a lengthy time on-hold for the Business Director to finish what she was doing and return to her office to take the call.
At this point, the client’s frustration was significant, and he announced that he would only deal with the veterinarian who is the practice owner. A voicemail on the doctor’s personal cell phone, left while he was seeing patients, demanded a return call. The doctor retrieved the voicemail en route to a meeting. This incident was preceded by others which led to the unavoidable conclusion that we should discontinue the professional relationship between our client and the practice. As the call was made to a personal cell phone, and the doctor was not in a position to return the call that day, a text was sent, which is his typical method of response to voicemails on that private device. Though not interpreted as such, it was intended to be a prompt and polite method of communication based on the day’s events, but did make it clear that the client would be better served receiving veterinary care elsewhere. A lengthier explanation was included in an e-mail the next day, with the intention of avoiding a contentious telephone call. It may well not have been the ideal response, and certainly was not the one the client was seeking but was deemed the most fruitful when the client had already declined to engage the efforts of a senior manager to explain the resolution of the matter.
Errors that involve financial issues are as frustrating as they are an inevitable part of the difficult reality of running a practice. We hate them, but they sometimes happen. Our goal is to always address and quickly resolve the error with the client. Overtures to do so were made at the appropriate levels of the practice, were not allowed to be expressed, but ultimately were carried out by us in a way that should have been satisfactory. It is grievous for us to end a long professional relationship, but we offer the clients and their dog our goodwill for a successful future.
In regard to the clients’ desired settlement, as we have already inactivated their account, they may be assured that there is no need for further contact from our practice. Pursuant to their request, the clients personally received a full printout of all medical records for their pet at 12:00 PM on Tuesday, September 18th, before the complaint to the Revdex.com was made known to us, as well as a account statement reflecting a “zero” balance. $ 0.60 was credited back to the clients’ bank account that day. There was also a statement verifying that all future grooming and extended stay reservations have been removed from our system. Our practice software, to which we have switched in the past 8 months, is still a work in progress and we continually seek to seek out and resolve issues as quickly as possibly and in ways that minimally inconvenience our clients.
Please note for your own records that our current address is 9667 Geist Crossing Drive in McCordsville, IN 46055. The phone, FAX and e-mail address remain the same.
Respectfully,
--
Jerry ***, ***
Fall Creek Veterinary Medical Center
9667 Geist Crossing Drive
McCordsville, Indiana 46055 317-***
www.fallcreekvet.com
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
The front desk staff only offered to allow payment for that day’s
services after several minutes of investigation and customer stating they had
to leave. It is unlikely at this time
that the owner heard this conversation, as he was not present. The customer’s spouse did contact the office
to better understand the amount due.
There was no bad language used and only response from front desk staff
was her job was to collect money and it was due. The spouse was transferred to the Business
Director, which offered to look into the concern. It is also unlikely that the owner heard this
conversation, as he was with clients.
The spouse did reach out to the owner on personal cell phone and
asked for a phone call back, no demand made.
The owner would have been provided a recording of the phone call
conversation had he taken time out of his schedule to call the spouse back, as incoming
and outgoing phone calls are recorded on spouse’s business cell phone. This would have notified him exactly what was
said during the phone conversation on both sides of the phone. No response that he would go into details later
by email was offered, only that he was discontinuing the care of the patient.
In text message communication, as the owner
prefers, the spouse notified him that if there was not a phone call prior to
the end of that evening that a case would be opened with the Revdex.com, which it was. The owner did have
all medical records available by noon.
We did have to ask for a zero balance statement, as that was not
provided in the folder that was presented at the front desk. No reference to training front desk staff and
training staff on practice software was mentioned in the settlement.
Regards