Henrietta Animal Hospital

This client had scheduled an appointment for routine updates for 06/24/I5. The client did not show up to this appointment and did not call to cancel it.The financial policy that the client signed states that any appointment must be cancelled with 24 hrs notice in order to avoid receiving a $51...

failure to cancel fee. Reception left a message on the client's voicemail stating he needs to call back to reschedule his missed appointment scheduled for 06/24/15 or he would be issued a failure to cancel fee. The client called our practice back the following day and rescheduled his missed appointment for routine updates for 06/31/15 in order to avoid receiving a failure to cancel fee. Reception told client he must show up for this rescheduled appointment in order to not receive the failure to cancel fee. Owner called on 06/30/15 with less than 24 hours advance to cancel his appointment that was scheduled for 06/31/15. Reception told the client that he 'did-not call to cancel his last appointment on 06/24/15 and that he had to attend this appointment to avoid receiving a failure to cancel fee.Client was upset, asked reception to speak with management, reception told client that she will consult with management however he has a history of not canceling his appointments and will most likely be receiving a failure to cancel fee. Reception left a message on owner's voicemail on 07/01/15 stating he will indeed be receiving a failure to cancel fee because he did not attend the rescheduled appointment on 06/31/15 for the original no show appointment on 06/24/15. Reception again left a message on 07/17/15 that the client must contact the practice within 3 business days to do one of the following, reschedule an appointment or pay the failure to cancel fee,otherwise we would be forced to submit his outstanding balance to collections. Client never contacted the· practice, we were forced to submit the outstanding account balance for the failure to cancel fee to collections on 07/27/15. Client contacted us via email on 08/10/15 with a message saying"f[redacted]  you".