Heart Mercantile

Initial Business Response / [redacted] (1000, 5, 2016/06/30) */ To Whom It May Concern, Thank you for bringing this complaint to our attentionWe place a great deal of value on our client's opinions in helping us grow and develop as a business In the case of [redacted] , we are fully aware of her dissatisfaction with the service she received as she telephoned the hospital and expressed that dissatisfaction [redacted] to a member of the hospital reception team The following is a detailed account of the brief relationship we had with [redacted] : [redacted] phoned Chester Basin Animal Hospital [redacted] requesting a homeopathic remedy for her petSince [redacted] was not a client, and her pet was not a patient of either Chester Basin Animal Hospital or the homeopathic practitioner, [redacted] , she was informed that she would need to visit with, or speak to the homeopathic practitioner in order to obtain the requested remedy, and that there would be a fee for this serviceEven though the remedy [redacted] was requesting was not a prescription drug, dispensing this to her would still require an established veterinary-client-patient relationship [redacted] was informed verbally over the phone about the fees associated with homeopathic consultations and remedies by a member of the reception team at Chester Basin Animal HospitalAn email was also sent to [redacted] , which included attachments outlining the nature of [redacted] ' homeopathic practice as well as an explanation of the charges for homeopathic services rendered and remedies dispensed [redacted] was informed that these documents would be emailed to her and she was asked to check her email, read these documents and sign the waiver before proceeding with a consultation [redacted] was also informed that her credit card, the information to which she provided to Chester Basin Animal Hospital, would be billed for homeopathic services and remedies as outlined in the documents emailed to her Since [redacted] was not expected to be working at Chester Basin Animal Hospital again until June 22, 2016, a telephone consultation was arranged between [redacted] and [redacted] [redacted] was provided with [redacted] ' telephone number and was asked to call himDuring the telephone consultation, [redacted] discussed with [redacted] the appropriateness of the remedy she was requesting for her pet, and advised her on how to safely, and effectively administer the remedy to her pet The remedy was then sent to [redacted] via [redacted] , which is the standard method of shipment for homeopathic remedies [redacted] was advised by [redacted] at the time of the phone consultation that this is how the remedy would be sent to her Upon receiving the remedy and invoice in the mail, [redacted] phoned Chester Basin Animal Hospital to express her concern for the amount that was billed to her credit cardThe invoice was reviewed with [redacted] and there were no errors found [redacted] was billed appropriately for [redacted] ' professional time and advice, the remedy that was sent to her, and the cost associated with shipping and handling In reviewing this case, it was discovered that [redacted] did not sign and return the Declaration of Acceptance waiver acknowledging the fees for homeopathic consultations and remediesAlthough, the waiver was sent to the email address provided to us by [redacted] , we can only assume she did not receive it, or in the very least, that she simply neglected to sign and return it back to us as requestedWe are willing to accept this as an error on our behalf, and as such refund [redacted] for the cost of the telephone consultation in the amount of $+ HSTWe cannot justifiably refund the cost of the shipping and handling, or the cost of the remedy as the remedy was sent to and received by [redacted] Along with this letter are three documents that are being submitted to the Revdex.com for reviewThese documents are titled (1) Homeopathy, (2) Explanation of Charges and (3) Declaration of AcceptanceThese are the same documents that were sent via email to [redacted] to the email address she provided, but that she alleges she did not receive It is also worth noting to the Revdex.com that [redacted] is an independent professional contractor who operates a veterinary homeopathic consultation practiceHe does not work exclusively for Chester Basin Animal Hospital and his fee schedule is not set by Chester Basin Animal Hospital We do hope that a satisfactory resolution can be met in this situationShould you require anything further, please don't hesitate to contact me Thank you and kind regards, Please see other attachments Initial Consumer Rebuttal / [redacted] (2000, 7, 2016/07/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept their offer [redacted]

Initial Business Response /* (1000, 5, 2016/06/30) */
To Whom It May Concern,
Thank you for bringing this complaint to our attention. We place a great deal of value on our client's opinions in helping us grow and develop as a business.
In the case of [redacted], we are fully aware of her...

dissatisfaction with the service she received as she telephoned the hospital and expressed that dissatisfaction[redacted] to a member of the hospital reception team.
The following is a detailed account of the brief relationship we had with [redacted]:
[redacted] phoned Chester Basin Animal Hospital [redacted] requesting a homeopathic remedy for her pet. Since [redacted] was not a client, and her pet was not a patient of either Chester Basin Animal Hospital or the homeopathic practitioner,[redacted], she was informed that she would need to visit with, or speak to the homeopathic practitioner in order to obtain the requested remedy, and that there would be a fee for this service. Even though the remedy [redacted] was requesting was not a prescription drug, dispensing this to her would still require an established veterinary-client-patient relationship.
[redacted] was informed verbally over the phone about the fees associated with homeopathic consultations and remedies by a member of the reception team at Chester Basin Animal Hospital. An email was also sent to [redacted], which included attachments outlining the nature of [redacted]' homeopathic practice as well as an explanation of the charges for homeopathic services rendered and remedies dispensed. [redacted] was informed that these documents would be emailed to her and she was asked to check her email, read these documents and sign the waiver before proceeding with a consultation. [redacted] was also informed that her credit card, the information to which she provided to Chester Basin Animal Hospital, would be billed for homeopathic services and remedies as outlined in the documents emailed to her.
Since [redacted] was not expected to be working at Chester Basin Animal Hospital again until June 22, 2016, a telephone consultation was arranged between [redacted] and [redacted]. [redacted] was provided with [redacted]' telephone number and was asked to call him. During the telephone consultation, [redacted] discussed with [redacted] the appropriateness of the remedy she was requesting for her pet, and advised her on how to safely, and effectively administer the remedy to her pet.
The remedy was then sent to [redacted] via [redacted], which is the standard method of shipment for homeopathic remedies. [redacted] was advised by [redacted] at the time of the phone consultation that this is how the remedy would be sent to her.
Upon receiving the remedy and invoice in the mail, [redacted] phoned Chester Basin Animal Hospital to express her concern for the amount that was billed to her credit card. The invoice was reviewed with [redacted] and there were no errors found. [redacted] was billed appropriately for [redacted]' professional time and advice, the remedy that was sent to her, and the cost associated with shipping and handling.
In reviewing this case, it was discovered that [redacted] did not sign and return the Declaration of Acceptance waiver acknowledging the fees for homeopathic consultations and remedies. Although, the waiver was sent to the email address provided to us by [redacted], we can only assume she did not receive it, or in the very least, that she simply neglected to sign and return it back to us as requested. We are willing to accept this as an error on our behalf, and as such refund [redacted] for the cost of the telephone consultation in the amount of $39.30 + HST. We cannot justifiably refund the cost of the shipping and handling, or the cost of the remedy as the remedy was sent to and received by [redacted].
Along with this letter are three documents that are being submitted to the Revdex.com for review. These documents are titled (1) Homeopathy, (2) Explanation of Charges and (3) Declaration of Acceptance. These are the same documents that were sent via email to [redacted] to the email address she provided, but that she alleges she did not receive.
It is also worth noting to the Revdex.com that[redacted] is an independent professional contractor who operates a veterinary homeopathic consultation practice. He does not work exclusively for Chester Basin Animal Hospital and his fee schedule is not set by Chester Basin Animal Hospital.
We do hope that a satisfactory resolution can be met in this situation. Should you require anything further, please don't hesitate to contact me.
Thank you and kind regards,
Please see 3 other attachments.
Initial Consumer Rebuttal /* (2000, 7, 2016/07/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept their offer [redacted]