Massachusetts Veterinary Referral Hospital

Dear Ms***,All of us here at Massachusetts Veterinary Referral Hospital are deeply sorry for your loss of BluAs [redacted] mentioned in her letter, each and every one of us has a deep respect for the human-animal bond and we understand the importance of receiving your own pet's remainsThe document we provided along with time-stamped notes of your decision to cremate and then place the remains on hold shows a trail indicating that the ashes you received are, in fact, Blu's ashesWe always treat our patient's remains with kindness and integrityAs a gesture, we would like to offer a credit to your card of $227, which was the cost of the euthanasia and post-mortem careWe do not feel the entire cost of the visit and cremation services need to be compensated as there was no misdoing or error, but we want to offer this credit as a condolenceYou may reach us at any time to process this refund at ( [redacted] .Please accept our deepest condolences for your loss of BluWe hope in time his memories will bring you comfort[redacted]

Please see the attached letter that was sent to the client in response to this complaint mailed on 5/4/The initial conversation regarding the concerns from Ms [redacted] was first discussed on 5/3/with a client care supervisor and then escalated to a hospital manager within the same hourBoth the client care supervisor and hospital manager described the process and helped address the concerns Ms [redacted] brought to lightShe requested all details in writing as well, hence the attached letterAt the time of the phone conversation no discussions of refunds or expected reimbursements were discussed however as a courtesy the hospital decided to refund the costs of the euthanasia as stated in the attached letterAn invoice reflecting the credit on the account was also provided as an enclosure to this letter

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
While I agree that the letter was sent/received, it was done after the filing of this complaint. Yes, the PROCESS was explained to me. However, NO WHERE, do documents reflect  the change in reference numbers being passed on to me. When [redacted] asked me what she could do, I did mention a refund should be given. I believe that the refund ought to be on the entire visit, not just the euthanasia cost. My initial complaint was for the total incurred expenses, both hospital and cremation. Considering what I've gone through, an explanation of "the process" isn't putting my mind at ease that I've got my own dog. As such, I think the entire visit charge for this improperly handled visit needs refunding. 
Regards,
[redacted]

Dear Ms. [redacted],All of us here at Massachusetts Veterinary Referral Hospital are deeply sorry for your loss of Blu. As [redacted] mentioned in her letter, each and every one of us has a deep respect for the human-animal bond and we understand the importance of receiving your own pet's remains. The document we provided along with time-stamped notes of your decision to cremate and then place the remains on hold shows a trail indicating that the ashes you received are, in fact, Blu's ashes. We always treat our patient's remains with kindness and integrity. As a gesture, we would like to offer a credit to your card of $227, which was the cost of the euthanasia and post-mortem care. We do not feel the entire cost of the visit and cremation services need to be compensated as there was no misdoing or error, but we want to offer this credit as a condolence. You may reach us at any time to process this refund at ([redacted].Please accept our deepest condolences for your loss of Blu. We hope in time his memories will bring you comfort.[redacted]

Please see the attached letter that was sent to the client in response to this complaint mailed on 5/4/18. The initial conversation regarding the concerns from Ms. [redacted] was first discussed on 5/3/18 with a client care supervisor and then escalated to a hospital manager within the same hour. Both...

the client care supervisor and hospital manager described the process and helped address the concerns Ms. [redacted] brought to light. She requested all details in writing as well, hence the attached letter. At the time of the phone conversation no discussions of refunds or expected reimbursements were discussed however as a courtesy the hospital decided to refund the costs of the euthanasia as stated in the attached letter. An invoice reflecting the credit on the account was also provided as an enclosure to this letter.