Regional Veterinary Emergency and Specialty Center

Review: On September 12, 2013 I signed up for the Truepet insurance. I was informed that I had 72 hours to cancel the service with out penalty and that I would be responsible to pay for the visit in its entirety. I paid the $99.95 for the membership fee, the $88.95 for the first month, and the $20 copay. The next day I went back to the office to cancel the Truepet insurance. I was informed that I would not have to pay the $188.90 for the membership fee and first month and I would have to pay the entire vet bill of $239.97. I was completely okay with this. I was called later on the 13th and left a voice mail that the only thing I would be charged for was the visit and the total would be $193.37. I stopped back in to confirm and was like okay great this is taken care of. On Monday the 16th the $188.90 posted to my account. On Tuesday the 17th the $193.37 posted to my account. I called on Tuesday to get it cleared up. I was told it wouldn't be a problem and they would call Truepet and get it all figured out. I have been going back and forth for almost 3 weeks trying to get it resolved. I went back in today and was told that $99.95 membership fee would not be refunded and that it was a non-refundable and the rest of the balance will not be refunded either. I have now paid $402.27 for an office visit that should have only cost $239.97. I am out $162.30 because someone made a huge clerical mistake. I have all of my receipts, agreements, and invoices if they are wanted/needed.Desired Settlement: I would like the $162.30 to be returned either by cash, check, or credit to my bank account.

Business

Response:

Please be advised that we have processed a refund in the amount of $l45.31 via check to Ms. [redacted].I personally spoke with Ms. [redacted] when she was in the hospital and explained that the ONE time membership fee of $99.95 is non-refundable. Additionally, we explained that the difference between the wellness plan and a visit without the plan would be a not different of $45.36.

We have made an exception to the signed agreement and have refunded the membership fee of $99.95 and thPe plan difference of $45.36

Ms. [redacted] should receive the check by Friday 10/18/13.

Please contact me if you require any additional information.[redacted] L. [redacted] Hospital Administrator Regional Veterinaryr Emergency and Specialty Center

I would trust my life in Regionals care. Excellent, professoonal, friendly. I felt like my dog was the only one being cared for. They answered all of my questions, and didn't rush. On a percentage scale %100.