This client emailed our info box at Gardner Animal Hospital and Dr. [redacted] responded by calling the client when she got the email from the client and had what she felt was a good conversation with the client. This conversation happened after this complaint was filed, however, Dr. [redacted] was...
unaware that this complaint had been filed with the Revdex.com. Dr. [redacted] apologized for the lack of communication about fees and for not getting the message from the receptionist, and informed the client that she is always willing to discuss fees if the client is concerned and is usually fairly cognizant of whether they may be cost conscious and especially more so when the client is new. We may have been rather busy at that time of day or running behind and that may have contributed to her lack of perception. However, this client did not ask what anything cost except the 3-year Rabies vaccination. In addition, the client had been into Gardner Animal Hospital about three years earlier for the same ear issue and was asked and gave permission for an Ear Discharge Analysis. The fee this time was the same as it was three years ago. The treatment therapy was about the same except the new medication that was put in the ear, which was $54 this time for TWO ears, not $54 for each ear as the client has suggested. Last time, the medication was about $28.00. Dr. [redacted] offered to make some amends for the charges, which included refunding the Ear Discharge analysis fee and the fee for the flush solution and any other meds the client chose not to use, provided the client returned those meds at that time. In addition, she informed the client she was not intending to charge the client for the recheck exam and we could take care of the issue now or when they returned for the recheck. The client seemed okay with the resolution proposed and was going to discuss it with his wife and get back to Dr. [redacted]. To date the client has not communicated any more with Dr. [redacted], nor have they returned for the recheck of the ears. The credit for the Ear Discharge Analysis has already been put on the clients account and we are waiting for a response from the client to finalize any resolution.
This client emailed our info box at Gardner Animal Hospital and Dr. [redacted] responded by calling the client when she got the email from the client and had what she felt was a good conversation with the client. This conversation happened after this complaint was filed, however, Dr. [redacted] was...
unaware that this complaint had been filed with the Revdex.com. Dr. [redacted] apologized for the lack of communication about fees and for not getting the message from the receptionist, and informed the client that she is always willing to discuss fees if the client is concerned and is usually fairly cognizant of whether they may be cost conscious and especially more so when the client is new. We may have been rather busy at that time of day or running behind and that may have contributed to her lack of perception. However, this client did not ask what anything cost except the 3-year Rabies vaccination. In addition, the client had been into Gardner Animal Hospital about three years earlier for the same ear issue and was asked and gave permission for an Ear Discharge Analysis. The fee this time was the same as it was three years ago. The treatment therapy was about the same except the new medication that was put in the ear, which was $54 this time for TWO ears, not $54 for each ear as the client has suggested. Last time, the medication was about $28.00. Dr. [redacted] offered to make some amends for the charges, which included refunding the Ear Discharge analysis fee and the fee for the flush solution and any other meds the client chose not to use, provided the client returned those meds at that time. In addition, she informed the client she was not intending to charge the client for the recheck exam and we could take care of the issue now or when they returned for the recheck. The client seemed okay with the resolution proposed and was going to discuss it with his wife and get back to Dr. [redacted]. To date the client has not communicated any more with Dr. [redacted], nor have they returned for the recheck of the ears. The credit for the Ear Discharge Analysis has already been put on the clients account and we are waiting for a response from the client to finalize any resolution.