Leavells Animal Hospital

Dear Sir/Madam, I am writing in regard to a complaint that was recently filed by MrDale R [redacted] against Leavells Animal Hospital (Revdex.com case number [redacted] )I have owned the hospital since November While I was not present at the time, I understand that Mr [redacted] brought his cat "***" to my clinic on Monday May 16, because he was vomiting to such an extent that he could not hold down any foodMr [redacted] also expressed concern over behavioral issues, noting that "***" had recently attacked another of his cats to such a degree that, if he had not been present, "***" may have killed the other catThis was Mr***'s first visit to my practice with "***" since April In his complaint to the Revdex.com, Mr [redacted] states that he took his uninjured cat to my clinic because it was throwing upAs was explained to him at that time by the attending veterinarian, DrNina Aragon (see attached letter from DrAragon), serious (potentially life threatening) conditions such as kidney disease, pancreatitis and ***ar foreign bodies (like string) are often associated with cats that cannot hold down any food DrAragon recommended that a series of diagnostic tests be performed to rule out each of these more serious conditionsDrAragon identified the tests to be performed and Mr [redacted] agreed to DrAragon's recommended course of action without any questions or concerns with regard to associated costs I believe that this is a critical point because many of our clients do raise financial concerns related to our recommended course of action which, as physicians, is focused upon doing everything necessary to ensure the pet's wellbeingHowever, when financial concerns are raised, we work with our clients to either provide services at a mutually agreeable discounted cost or develop a less rigorous path forward with a commensurately lower priceFollowing Mr***'s approval of the recommended course of action, bloodwork was performed to rule out metabolic and immune issues and x-rays were taken to rule out any type of foreign body or obvious obstructionIn addition, a complete physical exam was performed on "***" and medications injected as well as sent home to address clinical symptomsThe total cost for the work performed was $While Mr [redacted] has taken umbrage with this bill, I can categorically state that the cost is in - [redacted] with the amount other veterinary practices in the Fredericksburg area would charge for comparable services; in fact, I firmly believe that it is lower than averageIn his complaint, Mr [redacted] disputes $of the total billI would challenge him to find any local veterinarian that would agree to perform the services out***d above for $In the past, whenever I have personally encountered problems with any company that I do business with, I have initially raised my concerns with the business owner and tried to reach a mutually agreeable solutionI believe that this is the course of action that the vast majority of people would take under such circumstancesHowever, the first I knew of Mr***'s concerns was receipt of a letter dated May 17, addressed to "Head Vet"In that letter, Mr [redacted] suggested that I change my facility's name to "Greedy Animal Hospital", stated that "I will be sure to end up in a special place in Hell" and went on to note that he would not accept any attempt at communication from me to discuss his concernsMr [redacted] also stated that he would preemptively be in touch with the Revdex.com and local newspapers (see attached letter from Mr***)I subsequently received the Revdex.com complaint the following dayIn the years that I have been a practicing veterinarian I have come to understand that excellent client communication skills are key to successfully performing veterinary medicineThat understanding has only been enhanced during the 9+ years that I have owned Leavells Animal HospitalIn all that time, I have never had anyone complain about my services to the Revdex.comFrankly, I am shocked and appalled that Mr [redacted] would resort to such extreme measures without first allowing me to discuss his concerns with himThe fact that Mr [redacted] has also rejected to accept any attempt of communication from me and has expressed his intent to disparage the hospital's name amongst the local community only heightens my feelingsUnder circumstances, I would be happy to try to resolve Mr***'s concernsHowever, given his abusive behavior towards my staff at the time of his visit (see attached letter our receptionist MsNatalie W [redacted] ), along with the unreasonable and abusive actions that Mr [redacted] has subsequently taken, I cannot agree to adjust his billYours Sincerely, Joanne K***,DVM Owner, Leavells Animal Hospital

Dear [redacted] : I am responding to your letter dated 5/31/2016, complaint# [redacted] Once again, I would like the record to reflect that the Vet, DrNina A [redacted] never once told me what the price would be for any of the many exams, she performed on my catIf I had any idea of the extreme cost of each of the exams she performed on my cat, I would have been able to make an informed decision as a customer not to have some of them doneShe just mumbled to me some of the exams she would performI would have not agreed to anything but the x-rays, because I believed the cat needed one in case it ate something it should not have eatenThe price of each exam, should have been told to me, before anything was done to my catI was never offered the opportunity for me to have a mutually agreeable price for any of the servicesSince I was never told the price up front, for any of the services except the first exam, how could I know what any other vet would charge for the same services? They charged me $175.00, just for x-raysI don't believe that is a reasonable price for a service, from any animal hospitalI informed the animal hospital not to contact me, because they said they would call me to check, up on my cat, in a day or so, and I didn't want to tell them over the phone, what I really felt about how they treated me , and the prices they charged meAs far as MsNatalie W [redacted] , the receptionist at the hospital, her letter is full of lies to protect her employerI am a retired police officer, with over years of service serving the community in which I worked, and I know lies, when I hear and see them in printI never created a scene over the bill, and believe me I was more than polite, considering the bifl I was handed at the counterI asked the vet, AFTER I received the bill of $445.50, what do your charge per hour, $250.00? not the $she statedThe vet was with my cat only an hour, after I waited minutes, to see the vet for the first timeAt $for an hour with the vet, the question of $per hour was not unreasonable to askI never stepped ahead of anyoneI was at the counter, when I was handed the bill by MsW [redacted] , and the other people in the waiting room were sitting BEHIND me, on seats How could I step in front of anyone, when they were behind me? What's this $once every four years mean, that MsW [redacted] stated? That's like saying at an auto shop, that the $to fix a flat, isn't bad for four yearsI'm talking about one hour of spending time with a vet, not all the visits I've done in four yearsThat makes no senseAs far as MsW [redacted] 's statements goes, she has me confused with my brother and his cats, that use the hospital alsoI don't own several other catsI've never owned more than two at one timeTheir records are on paper, in folders, and incorrectI firmly believe that the hundreds of clients MsW [redacted] states they have, would feel differently about using their hospital services, if they were professional enough to list their fees for all services, on the wall at the counter, so the customers could make an informed choice BEFORE being taken advantage of after services were performed on their animalsAs far as Ms [redacted] remarks go about the man who said "'Oh My God , when he got his bill for $559.00, I believe he would have written to the Revdex.com, himself, if he still wasn't in shock for such a high bill, and believed in standing up for his rights about being ripped offAgain, being in Law Enforcement for over years, I know a true statement, and a lie, when I see it printed or spokenNotice, she does not say the remark wasn't madeThe regular clients that don't complain about their bills, must be making more than the $a month that I'm making on my only retirement checkIf they saw over two thirds of their monthly income be taken from them on an over- priced bill for services for an uninjured animal, they would feel the same as I doOnce again, I am asking for a $refund, from the animal hospital, because of the facts that I was never given the price of the exams they conducted in another room out of my sight, and without telling me what would be done and what each exam consisted of, and if my cat needed the exams in the first placeAlso, l would like to point out that my cat was given medicine to help with dehydration, and the cat was so healthy, the vet told me that if I didn't tell her the cat was sick, she would not have known itAs you can clearly see by the receptionist statement, she claims my Siamese breed cat must have costs me a lot of moneyI paid $years ago for the catIt seems to be clear, that if you have an animal that looks expensive to buy, that is how they base their rates onDo they also charge more, if you arrive to the animal hospital in an expensive car? Since they had no problem ripping me off with this outrageous bill, think of how many of hundreds of customers, they have ripped off, during the last years or soIt is their duty to inform customers of their high rates that are not posted, not the customersWhat are they hiding from the public? If you have any more questions, I will be happy to answer them, as soon as possibleSincerely, Mr [redacted] ***

Dear *** ***:
I am responding to your letter dated 5/31/2016, complaint# ***
Once again, I would like the record to reflect that the Vet, DrNina A*** never once told me what the price would be for any of the many exams, she performed on my catIf I had any idea of the extreme cost of each of the exams she performed on my cat, I would have been able to make an informed decision as a customer not to have some of them doneShe just mumbled to me some of the exams she would performI would have not agreed to anything but the x-rays, because I believed the cat needed one in case it ate something it should not have eatenThe price of each exam, should have been told to me, before anything was done to my cat.
I was never offered the opportunity for me to have a mutually agreeable price for any of the services.
Since I was never told the price up front, for any of the services except the first exam, how could I know what any other vet would charge for the same services? They charged me $175.00, just for x-raysI don't believe that is a reasonable price for a service, from any animal hospital.
I informed the animal hospital not to contact me, because they said they would call me to check, up on my cat, in a day or so, and I didn't want to tell them over the phone, what I really felt about how they treated me , and the prices they charged me.
As far as MsNatalie W***, the receptionist at the hospital, her letter is full of lies to protect her employerI am a retired police officer, with over years of service serving the community in which I worked, and I know lies, when I hear and see them in printI never created a scene over the bill, and believe me I was more than polite, considering the bifl I was handed at the counterI asked the vet, AFTER I received the bill of $445.50, what do your charge per hour, $250.00? not the $she statedThe vet was with my cat only an hour, after I waited minutes, to see the vet for the first time. At $for an hour with the vet, the question of $per hour was not unreasonable to ask.
I never stepped ahead of anyoneI was at the counter, when I was handed the bill by MsW***, and the other people in the waiting room were sitting BEHIND me, on seats How could I step in front of anyone, when they were behind me? What's this $once every four years mean, that MsW*** stated? That's like saying at an auto shop, that the $to fix a flat, isn't bad for four yearsI'm talking about one hour of spending time with a vet, not all the visits I've done in four yearsThat makes no sense.
As far as MsW***'s statements goes, she has me confused with my brother and his cats, that use the hospital alsoI don't own several other catsI've never owned more than two at one timeTheir records are on paper, in folders, and incorrectI firmly believe that the hundreds of clients MsW*** states they have, would feel differently about using their hospital services, if they were professional enough to list their fees for all services, on the wall at the counter, so the customers could make an informed choice BEFORE being taken advantage of after services were performed on their animals.
As far as Ms *** *** remarks go about the man who said "'Oh My God , when he got his bill for $559.00, I believe he would have written to the Revdex.com, himself, if he still wasn't in shock for such a high bill, and believed in standing up for his rights about being ripped offAgain, being in Law Enforcement for over years, I know a true statement, and a lie, when I see it printed or spokenNotice, she does not say the remark wasn't made.
The regular clients that don't complain about their bills, must be making more than the $a month that I'm making on my only retirement checkIf they saw over two thirds of their monthly income be taken from them on an over- priced bill for services for an uninjured animal, they would feel the same as I do.
Once again, I am asking for a $refund, from the animal hospital, because of the facts that I was never given the price of the exams they conducted in another room out of my sight, and without telling me what would be done and what each exam consisted of, and if my cat needed the exams in the first placeAlso, l would like to point out that my cat was given medicine to help with dehydration, and the cat was so healthy, the vet told me that if I didn't tell her the cat was sick, she would not have known it.
As you can clearly see by the receptionist statement, she claims my Siamese breed cat must have costs me a lot of moneyI paid $years ago for the catIt seems to be clear, that if you have an animal that looks expensive to buy, that is how they base their rates onDo they also charge more, if you arrive to the animal hospital in an expensive car?
Since they had no problem ripping me off with this outrageous bill, think of how many of hundreds of customers, they have ripped off, during the last years or soIt is their duty to inform customers of their high rates that are not posted, not the customersWhat are they hiding from the public?
If you have any more questions, I will be happy to answer them, as soon as possible.
Sincerely,
Mr*** ** ***

Dear Sir/Madam, 
I am writing in regard to a complaint that was recently filed by Mr. Dale R. [redacted] against Leavells Animal Hospital (Revdex.com case number [redacted]). I have owned the hospital since November 2007. While I was not present at the time, I understand that Mr. [redacted]...

brought his cat "[redacted]" to my clinic on Monday May 16, 2016 because he was vomiting to such an extent that he could not hold down any food. Mr. [redacted] also expressed concern over behavioral issues, noting that "[redacted]" had recently attacked another of his cats to such a degree that, if he had not been present, "[redacted]" may have killed the other cat. This was Mr. [redacted]'s first visit to my practice with "[redacted]" since April 2012. In his complaint to the Revdex.com, Mr. [redacted] states that he took his uninjured cat to my clinic because it was throwing up. As was explained to him at that time by the attending veterinarian, Dr. Nina Aragon (see attached letter from Dr. Aragon), serious (potentially life threatening) conditions such as kidney disease, pancreatitis and [redacted]ar foreign bodies (like string) are often associated with cats that cannot hold down any food . Dr. Aragon recommended that a series of diagnostic tests be performed to rule out each of these more serious conditions. Dr. Aragon identified the tests to be performed and Mr. [redacted] agreed to Dr. Aragon's recommended course of action without any questions or concerns with regard to associated costs . I believe that this is a critical point because many of our clients do raise financial concerns related to our recommended course of action which, as physicians, is focused upon doing everything necessary to ensure the pet's wellbeing. However, when financial concerns are raised, we work with our clients to either provide services at a mutually agreeable discounted cost or develop a less rigorous path forward with a commensurately lower price. 
Following Mr. [redacted]'s approval of the recommended course of action, bloodwork was performed to rule out metabolic and immune issues and x-rays were taken to rule out any type of foreign body or obvious obstruction. In addition, a complete physical exam was performed on "[redacted]" and medications injected as well as sent home to address clinical symptoms. The total cost for the work performed was $445.50. While Mr. [redacted] has taken umbrage with this bill, I can categorically state that the cost is in -[redacted] with the amount other veterinary practices in the Fredericksburg area would charge for comparable services; in fact, I firmly believe that it is lower than average. In his complaint, Mr. [redacted] disputes $200.00 of the total bill. I would challenge him to find any local veterinarian that would agree to perform the services out[redacted]d above for $245.50. 
In the past, whenever I have personally encountered problems with any company that I do business with, I have initially raised my concerns with the business owner and tried to reach a mutually agreeable solution. I believe that this is the course of action that the vast majority of people would take under such circumstances. However, the first I knew of Mr. [redacted]'s concerns was receipt of a letter dated May 17, 2016 addressed to "Head Vet". In that letter, Mr. [redacted] suggested that I change my facility's name to "Greedy Animal Hospital", stated that "I will be sure to end up in a special place in Hell" and went on to note that he would not accept any attempt at communication from me to discuss his concerns. Mr. [redacted] also stated that he would preemptively be in touch with the Revdex.com and local newspapers (see attached letter from Mr. [redacted]). I subsequently received the Revdex.com complaint the following day. 
In the 20 years that I have been a practicing veterinarian I have come to understand that excellent client communication skills are key to successfully performing veterinary medicine. That understanding has only been enhanced during the 9+ years that I have owned Leavells Animal Hospital. In all that time, I have never had anyone complain about my services to the Revdex.com. Frankly, I am shocked and appalled that Mr. [redacted] would resort to such extreme measures without first allowing me to discuss his concerns with him. The fact that Mr. [redacted] has also rejected to accept any attempt of communication from me and has expressed his intent to disparage the hospital's name amongst the local community only heightens my feelings. 
Under normal circumstances, I would be happy to try to resolve Mr. [redacted]'s concerns. However, given his abusive behavior towards my staff at the time of his visit (see attached letter our receptionist Ms. Natalie W[redacted]), along with the unreasonable and abusive actions that Mr. [redacted] has subsequently taken, I cannot agree to adjust his bill. 
Yours Sincerely,
 Joanne K[redacted],DVM Owner, Leavells Animal Hospital

Dear Sir/Madam, I am writing in regard to a complaint that was recently filed by Mr. Dale R. [redacted] against Leavells Animal Hospital (Revdex.com case number [redacted]). I have owned the hospital since November 2007. While I was not present at the time, I understand that Mr. [redacted] brought...

his cat "[redacted]" to my clinic on Monday May 16, 2016 because he was vomiting to such an extent that he could not hold down any food. Mr. [redacted] also expressed concern over behavioral issues, noting that "[redacted]" had recently attacked another of his cats to such a degree that, if he had not been present, "[redacted]" may have killed the other cat. This was Mr. [redacted]'s first visit to my practice with "[redacted]" since April 2012. In his complaint to the Revdex.com, Mr. [redacted] states that he took his uninjured cat to my clinic because it was throwing up. As was explained to him at that time by the attending veterinarian, Dr. Nina Aragon (see attached letter from Dr. Aragon), serious (potentially life threatening) conditions such as kidney disease, pancreatitis and [redacted]ar foreign bodies (like string) are often associated with cats that cannot hold down any food . Dr. Aragon recommended that a series of diagnostic tests be performed to rule out each of these more serious conditions. Dr. Aragon identified the tests to be performed and Mr. [redacted] agreed to Dr. Aragon's recommended course of action without any questions or concerns with regard to associated costs . I believe that this is a critical point because many of our clients do raise financial concerns related to our recommended course of action which, as physicians, is focused upon doing everything necessary to ensure the pet's wellbeing. However, when financial concerns are raised, we work with our clients to either provide services at a mutually agreeable discounted cost or develop a less rigorous path forward with a commensurately lower price. Following Mr. [redacted]'s approval of the recommended course of action, bloodwork was performed to rule out metabolic and immune issues and x-rays were taken to rule out any type of foreign body or obvious obstruction. In addition, a complete physical exam was performed on "[redacted]" and medications injected as well as sent home to address clinical symptoms. The total cost for the work performed was $445.50. While Mr. [redacted] has taken umbrage with this bill, I can categorically state that the cost is in -[redacted] with the amount other veterinary practices in the Fredericksburg area would charge for comparable services; in fact, I firmly believe that it is lower than average. In his complaint, Mr. [redacted] disputes $200.00 of the total bill. I would challenge him to find any local veterinarian that would agree to perform the services out[redacted]d above for $245.50. In the past, whenever I have personally encountered problems with any company that I do business with, I have initially raised my concerns with the business owner and tried to reach a mutually agreeable solution. I believe that this is the course of action that the vast majority of people would take under such circumstances. However, the first I knew of Mr. [redacted]'s concerns was receipt of a letter dated May 17, 2016 addressed to "Head Vet". In that letter, Mr. [redacted] suggested that I change my facility's name to "Greedy Animal Hospital", stated that "I will be sure to end up in a special place in Hell" and went on to note that he would not accept any attempt at communication from me to discuss his concerns. Mr. [redacted] also stated that he would preemptively be in touch with the Revdex.com and local newspapers (see attached letter from Mr. [redacted]). I subsequently received the Revdex.com complaint the following day. In the 20 years that I have been a practicing veterinarian I have come to understand that excellent client communication skills are key to successfully performing veterinary medicine. That understanding has only been enhanced during the 9+ years that I have owned Leavells Animal Hospital. In all that time, I have never had anyone complain about my services to the Revdex.com. Frankly, I am shocked and appalled that Mr. [redacted] would resort to such extreme measures without first allowing me to discuss his concerns with him. The fact that Mr. [redacted] has also rejected to accept any attempt of communication from me and has expressed his intent to disparage the hospital's name amongst the local community only heightens my feelings. Under normal circumstances, I would be happy to try to resolve Mr. [redacted]'s concerns. However, given his abusive behavior towards my staff at the time of his visit (see attached letter our receptionist Ms. Natalie W[redacted]), along with the unreasonable and abusive actions that Mr. [redacted] has subsequently taken, I cannot agree to adjust his bill. Yours Sincerely, Joanne K[redacted],DVM Owner, Leavells Animal Hospital

Dear [redacted]: I am responding to your letter dated 5/31/2016, complaint# [redacted] Once again, I would like the record to reflect that the Vet, Dr. Nina A[redacted] never once told me what the price would be for any of the many exams, she performed on my cat. If I had any idea of the extreme cost of each of the exams she performed on my cat, I would have been able to make an informed decision as a customer not to have some of them done. She just mumbled to me some of the exams she would perform. I would have not agreed to anything but the x-rays, because I believed the cat needed one in case it ate something it should not have eaten. The price of each exam, should have been told to me, before anything was done to my cat. I was never offered the opportunity for me to have a mutually agreeable price for any of the services. Since I was never told the price up front, for any of the services except the first exam, how could I know what any other vet would charge for the same services? They charged me $175.00, just for x-rays. I don't believe that is a reasonable price for a service, from any animal hospital. I informed the animal hospital not to contact me, because they said they would call me to check, up on my cat, in a day or so, and I didn't want to tell them over the phone, what I really felt about how they treated me , and the prices they charged me. As far as Ms. Natalie W[redacted], the receptionist at the hospital, her letter is full of lies to protect her employer. I am a retired police officer, with over 35 years of service serving the community in which I worked, and I know lies, when I hear and see them in print. I never created a scene over the bill, and believe me I was more than polite, considering the bifl I was handed at the counter. I asked the vet, AFTER I received the bill of $445.50, what do your charge per hour, $250.00? not the $200.00 she stated. The vet was with my cat only an hour, after I waited 30 minutes, to see the vet for the first time. At $445.50 for an hour with the vet, the question of $250.00 per hour was not unreasonable to ask. I never stepped ahead of anyone. I was at the counter, when I was handed the bill by Ms. W[redacted], and the other people in the waiting room were sitting BEHIND me, on seats ..... How could I step in front of anyone, when they were behind me? What's this $400.00 once every four years mean, that Ms. W[redacted] stated? That's like saying at an auto shop, that the $500.00 to fix a flat, isn't bad for four years. I'm talking about one hour of spending time with a vet, not all the visits I've done in four years. That makes no sense. As far as Ms. W[redacted]'s statements goes, she has me confused with my brother and his cats, that use the hospital also. I don't own several other cats. I've never owned more than two at one time. Their records are on paper, in folders, and incorrect. I firmly believe that the hundreds of clients Ms. W[redacted] states they have, would feel differently about using their hospital services, if they were professional enough to list their fees for all services, on the wall at the counter, so the customers could make an informed choice BEFORE being taken advantage of after services were performed on their animals. As far as Ms [redacted] remarks go about the man who said "'Oh My God , when he got his bill for $559.00, I believe he would have written to the Revdex.com, himself, if he still wasn't in shock for such a high bill, and believed in standing up for his rights about being ripped off. Again, being in Law Enforcement for over 35 years, I know a true statement, and a lie, when I see it printed or spoken. Notice, she does not say the remark wasn't made. The regular clients that don't complain about their bills, must be making more than the $625.00 a month that I'm making on my only retirement check. If they saw over two thirds of their monthly income be taken from them on an over- priced bill for services for an uninjured animal, they would feel the same as I do. Once again, I am asking for a $200.00 refund, from the animal hospital, because of the facts that I was never given the price of the exams they conducted in another room out of my sight, and without telling me what would be done and what each exam consisted of, and if my cat needed the exams in the first place. Also, l would like to point out that my cat was given medicine to help with dehydration, and the cat was so healthy, the vet told me that if I didn't tell her the cat was sick, she would not have known it. As you can clearly see by the receptionist statement, she claims my Siamese breed cat must have costs me a lot of money. I paid $150.00 8 years ago for the cat. It seems to be clear, that if you have an animal that looks expensive to buy, that is how they base their rates on. Do they also charge more, if you arrive to the animal hospital in an expensive car? Since they had no problem ripping me off with this outrageous bill, think of how many of hundreds of customers, they have ripped off, during the last 5 years or so. It is their duty to inform customers of their high rates that are not posted, not the customers. What are they hiding from the public? If you have any more questions, I will be happy to answer them, as soon as possible. Sincerely, Mr. [redacted].

Review: Dear Sir or Madam: I took my uninjured cat to the Leavells Animal Hospital yesterday, because it was throwing up. The cat was not injured in anyway. The vet there, looked at the cat, and ran several tests without explaining to me what they were, and without my permission, and how much they costs. After less than an hour, with the vet, I was given a bill for $445.50. Without a list of prices being told to me for services, I believe I was ripped off, and taken advantage of. The gentlemen in front of me was billed $559.00 for services, and his only response was "Oh my God". I firmly believe I was taken advantage of, and many customers at that facility are taken advantage of, on a daily basis as far as prices are concerned. Just the x-ray on the cat was $175.00. I should have been told of the price, before it was done. How can a customer get fair prices, when the business does not list the prices on the wall for customers to see clearly before having them done? Please have this business investigated, and forced to place all service prices on the walls, at the counter, before customers are taken advantage of. Sincerely, Mr. Dale R. [redacted].Desired Settlement: I would like the Revdex.com to list this complaint against this business, so other customers may be given an idea of how much services costs there and I would like the bill adjusted.

Business

Response:

Dear Sir/Madam, I am writing in regard to a complaint that was recently filed by Mr. Dale R. [redacted] against Leavells Animal Hospital (Revdex.com case number [redacted]). I have owned the hospital since November 2007. While I was not present at the time, I understand that Mr. [redacted] brought his cat "[redacted]" to my clinic on Monday May 16, 2016 because he was vomiting to such an extent that he could not hold down any food. Mr. [redacted] also expressed concern over behavioral issues, noting that "[redacted]" had recently attacked another of his cats to such a degree that, if he had not been present, "[redacted]" may have killed the other cat. This was Mr. [redacted]'s first visit to my practice with "[redacted]" since April 2012. In his complaint to the Revdex.com, Mr. [redacted] states that he took his uninjured cat to my clinic because it was throwing up. As was explained to him at that time by the attending veterinarian, Dr. Nina Aragon (see attached letter from Dr. Aragon), serious (potentially life threatening) conditions such as kidney disease, pancreatitis and [redacted]ar foreign bodies (like string) are often associated with cats that cannot hold down any food . Dr. Aragon recommended that a series of diagnostic tests be performed to rule out each of these more serious conditions. Dr. Aragon identified the tests to be performed and Mr. [redacted] agreed to Dr. Aragon's recommended course of action without any questions or concerns with regard to associated costs . I believe that this is a critical point because many of our clients do raise financial concerns related to our recommended course of action which, as physicians, is focused upon doing everything necessary to ensure the pet's wellbeing. However, when financial concerns are raised, we work with our clients to either provide services at a mutually agreeable discounted cost or develop a less rigorous path forward with a commensurately lower price. Following Mr. [redacted]'s approval of the recommended course of action, bloodwork was performed to rule out metabolic and immune issues and x-rays were taken to rule out any type of foreign body or obvious obstruction. In addition, a complete physical exam was performed on "[redacted]" and medications injected as well as sent home to address clinical symptoms. The total cost for the work performed was $445.50. While Mr. [redacted] has taken umbrage with this bill, I can categorically state that the cost is in -[redacted] with the amount other veterinary practices in the Fredericksburg area would charge for comparable services; in fact, I firmly believe that it is lower than average. In his complaint, Mr. [redacted] disputes $200.00 of the total bill. I would challenge him to find any local veterinarian that would agree to perform the services out[redacted]d above for $245.50. In the past, whenever I have personally encountered problems with any company that I do business with, I have initially raised my concerns with the business owner and tried to reach a mutually agreeable solution. I believe that this is the course of action that the vast majority of people would take under such circumstances. However, the first I knew of Mr. [redacted]'s concerns was receipt of a letter dated May 17, 2016 addressed to "Head Vet". In that letter, Mr. [redacted] suggested that I change my facility's name to "Greedy Animal Hospital", stated that "I will be sure to end up in a special place in Hell" and went on to note that he would not accept any attempt at communication from me to discuss his concerns. Mr. [redacted] also stated that he would preemptively be in touch with the Revdex.com and local newspapers (see attached letter from Mr. [redacted]). I subsequently received the Revdex.com complaint the following day. In the 20 years that I have been a practicing veterinarian I have come to understand that excellent client communication skills are key to successfully performing veterinary medicine. That understanding has only been enhanced during the 9+ years that I have owned Leavells Animal Hospital. In all that time, I have never had anyone complain about my services to the Revdex.com. Frankly, I am shocked and appalled that Mr. [redacted] would resort to such extreme measures without first allowing me to discuss his concerns with him. The fact that Mr. [redacted] has also rejected to accept any attempt of communication from me and has expressed his intent to disparage the hospital's name amongst the local community only heightens my feelings. Under normal circumstances, I would be happy to try to resolve Mr. [redacted]'s concerns. However, given his abusive behavior towards my staff at the time of his visit (see attached letter our receptionist Ms. Natalie W[redacted]), along with the unreasonable and abusive actions that Mr. [redacted] has subsequently taken, I cannot agree to adjust his bill. Yours Sincerely, Joanne K[redacted],DVM Owner, Leavells Animal Hospital

Consumer

Response:

Dear [redacted]: I am responding to your letter dated 5/31/2016, complaint# [redacted] Once again, I would like the record to reflect that the Vet, Dr. Nina A[redacted] never once told me what the price would be for any of the many exams, she performed on my cat. If I had any idea of the extreme cost of each of the exams she performed on my cat, I would have been able to make an informed decision as a customer not to have some of them done. She just mumbled to me some of the exams she would perform. I would have not agreed to anything but the x-rays, because I believed the cat needed one in case it ate something it should not have eaten. The price of each exam, should have been told to me, before anything was done to my cat. I was never offered the opportunity for me to have a mutually agreeable price for any of the services. Since I was never told the price up front, for any of the services except the first exam, how could I know what any other vet would charge for the same services? They charged me $175.00, just for x-rays. I don't believe that is a reasonable price for a service, from any animal hospital. I informed the animal hospital not to contact me, because they said they would call me to check, up on my cat, in a day or so, and I didn't want to tell them over the phone, what I really felt about how they treated me , and the prices they charged me. As far as Ms. Natalie W[redacted], the receptionist at the hospital, her letter is full of lies to protect her employer. I am a retired police officer, with over 35 years of service serving the community in which I worked, and I know lies, when I hear and see them in print. I never created a scene over the bill, and believe me I was more than polite, considering the bifl I was handed at the counter. I asked the vet, AFTER I received the bill of $445.50, what do your charge per hour, $250.00? not the $200.00 she stated. The vet was with my cat only an hour, after I waited 30 minutes, to see the vet for the first time. At $445.50 for an hour with the vet, the question of $250.00 per hour was not unreasonable to ask. I never stepped ahead of anyone. I was at the counter, when I was handed the bill by Ms. W[redacted], and the other people in the waiting room were sitting BEHIND me, on seats ..... How could I step in front of anyone, when they were behind me? What's this $400.00 once every four years mean, that Ms. W[redacted] stated? That's like saying at an auto shop, that the $500.00 to fix a flat, isn't bad for four years. I'm talking about one hour of spending time with a vet, not all the visits I've done in four years. That makes no sense. As far as Ms. W[redacted]'s statements goes, she has me confused with my brother and his cats, that use the hospital also. I don't own several other cats. I've never owned more than two at one time. Their records are on paper, in folders, and incorrect. I firmly believe that the hundreds of clients Ms. W[redacted] states they have, would feel differently about using their hospital services, if they were professional enough to list their fees for all services, on the wall at the counter, so the customers could make an informed choice BEFORE being taken advantage of after services were performed on their animals. As far as Ms [redacted] remarks go about the man who said "'Oh My God , when he got his bill for $559.00, I believe he would have written to the Revdex.com, himself, if he still wasn't in shock for such a high bill, and believed in standing up for his rights about being ripped off. Again, being in Law Enforcement for over 35 years, I know a true statement, and a lie, when I see it printed or spoken. Notice, she does not say the remark wasn't made. The regular clients that don't complain about their bills, must be making more than the $625.00 a month that I'm making on my only retirement check. If they saw over two thirds of their monthly income be taken from them on an over- priced bill for services for an uninjured animal, they would feel the same as I do. Once again, I am asking for a $200.00 refund, from the animal hospital, because of the facts that I was never given the price of the exams they conducted in another room out of my sight, and without telling me what would be done and what each exam consisted of, and if my cat needed the exams in the first place. Also, l would like to point out that my cat was given medicine to help with dehydration, and the cat was so healthy, the vet told me that if I didn't tell her the cat was sick, she would not have known it. As you can clearly see by the receptionist statement, she claims my Siamese breed cat must have costs me a lot of money. I paid $150.00 8 years ago for the cat. It seems to be clear, that if you have an animal that looks expensive to buy, that is how they base their rates on. Do they also charge more, if you arrive to the animal hospital in an expensive car? Since they had no problem ripping me off with this outrageous bill, think of how many of hundreds of customers, they have ripped off, during the last 5 years or so. It is their duty to inform customers of their high rates that are not posted, not the customers. What are they hiding from the public? If you have any more questions, I will be happy to answer them, as soon as possible. Sincerely, Mr. [redacted].

Review: Prior to taking the 2 cats to the vet, I specifically instructed that there only be an office visit and their shots ([redacted] and [redacted] shots). Those were the only things I requested and any other services need to be run by me as I am out of town and my mother was taking cats to vet for me. Based on their pricing schedule + 25% discount via [redacted], I was expecting [redacted] for the office visit, 2 [redacted] shots, and 1 [redacted] shot for the female cat. My mother calls me when she gets home and told me the bill came out much higher. It seems that they never mentioned fecal exam and a secondary cortisone shot after the [redacted] shot. My mother bought [redacted] worth of items outside of the exam there. I called to complain that this was never mentioned and never authorized and that they failed to call me to state they wanted to do certain services. Instead, they went behind my back and scammed my mother into doing it, up selling non-required services, stating that they were mandatory when really it never was with past vets. I complained to deaf ears and was simply told that if I don't like the service, I don't have to come back. Really? Is this how customer service is? Rip people off and then not expect people to scream at them for scamming their mother via up selling? They did not follow directions when originally set forth in the beginning.Desired Settlement: Adjust billing to not include [redacted] (26) and [redacted] (18) as I never requested, nor authorized it. They went behind my back to make my mother pay instead of calling me for my credit card as I stated that I will be paying.

Secondly, change their business practice for future customers where they disclose pricing and procedures before the visit commences.

Business

Response:

I spoke with [redacted] from the company and she states that what the doctor decides to do, they do explain to the pets owner and the doctor chose to do the [redacted] because of a condition the cat had. She states that the consumers mother came in and paid for the cats treatment and also bought items from the hospital which is why the bill was higher. The company also states when the consumer saw the bill, he called up to the hospital and was very nasty and used bad language at the receptionist so she explained the bill and the consumer was still not happy.