Mc Collum & Bunch

I am writing to address the complaint that was alleged by Mr*** *** with regards to his visit in January.Mrs*** came in to purchase Heartgard Plus on 1/2/The total amount of the purchase was $(see attached copy of the invoice)When our receptionist entered the amount into
our terminal she accidently entered in the incorrect amount of $(see attached copy of credit card receipt)Our credit card system is separate from our practice management software; therefore, this error was not caught until the end of the day when accounts were settled (see attached copy of correction)On the rare occasion that an error is made, our receptionist will call and make the clients aware of the errorThis receptionist was out sick and did not call the ***'s back until 1/16/at 11:15amShe left a message (on Mr***'s cell phone) as to what the error was and let the ***'s know that there was still a balance of $on their account because the credit card had been mis-chargedShe requested that they call us back to clear this up.The following week 1/22/at 2:01pm the receptionist left a message on Mrs***'s cell phone because she had not heard back from themShe also wanted to let her know it was important to get this balance so that no finance charges would be charged and to apologized again for any inconvenienceAgain, she requested that they call us back.Three weeks later, 2/9/at 8:45am our receptionist reached out one last time (left a message on Mrs***'s cell phone) about the account balance to try to have the owner avoid any financial charges if balance was left unpaid and request that that they please get in touch with us to discuss.Mr*** call later that day and requested that we stop calling and leaving messages asking for the $due because he felt as though we were harassing him about the chargeHe stated that he felt that calling him was very "unprofessional"He wanted us to bill him the next time he came in, that is, "he may come back", he wants us to "tack it on the next bill".Our receptionist was very upset over this because she felt that she was not acting unprofessional and was only trying to helpShe maintains that she was polite and courteous.Each time she left a message she apologized and explained the errorShe had explained on the third phone call that is was her last attempt to contact them.We have a third party that takes care of our billing, and we try to let clients know when they have a balance on their account, so they can avoid additional feesThe bills will have different messages on them based on the time that the bill has been outstanding and based on payment historyThe ***'s would have had a message on it about collection if the bill had not had a payment on it since January.There was no harassment on our part and if the ***'s had called us at any point after the first call, we could have cleared this upThe price of the item was never changed at any point, it was simply an error when it was run though on the credit card machine, leaving a balance on the account.We have written off the amount due, so the ***'s own nothing on their accountWe will send the ***'s records to whomever they choose as their new pet health care provider, as we have closed their account with us.Pat S*** Practice Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint.? For your reference, details of the offer I reviewed appear below.Mischarging someone, then passive aggressively threatening them with a collection agency isn’t politeWe paid the amount that was asked of usTo continually place the blame for this onto a customer is unacceptableIn the real world when you make a mistake, YOU deal with it, not your customerThis response isn’t addressing any concern and is more of the sameI expect an apology or I will be taking legal action for the threats made to attack my credit by Valley VeterinaryAnything less than an apology will result in legal actionRepeatedly calling a customer to threaten a collection agency and sending letters threatening the same IS harassmentDoing so because you made a mistake is completely unacceptableI will not address this matter again
Regards,
*** ***