Please see below for our response to the complaint by [redacted]. Please let me know that you received this message as I believe our deadline is Friday 2/19/16 and also let me know if there is anything else the Revdex.com requests from us at this time.Thank you,Karissa T[redacted]Dear [redacted]...
[redacted], Thank you for taking the time to communicate to us that the procedure performed on “[redacted],” February 3, 2016 did not meet your expectations. We are strongly disappointed that you did not first come directly to us when requesting a refund. Once we were aware of how you ultimately felt about the situation, Blue Cross Animal Hospital ([redacted]) took the initiative to contact you directly to resolve this in a manner that would be fair to all parties. We understand that there may have been a communication error. According to our records on January 26, 2016 during an X-ray pre-exam you inquired about a [redacted] X-ray while in the exam room with Dr. J[redacted]. That is the only notation on your animal’s record of any inquiry regarding a [redacted] X-ray. It is notated on “[redacted]’s” record that she told you at this time that we do not do that type of X-ray and you were offered an alternative certification done by the [redacted]). Before leaving, the front office receptionist explained in detail the [redacted] X-ray procedures and you proceeded to schedule “[redacted]” for [redacted] and Elbow X-rays. It was requested by you that we also X-ray “[redacted]’s” knees because she was already going to be under anesthesia. Upon check in on February 3, 2016 [redacted] signed our surgery consent form which clearly states “[redacted] and [redacted] elbow X-rays and knee X-rays”. There was also an estimate for surgery that [redacted] initialed listing the estimated charges for the procedures in which there is a statement that reads “All prices listed are an estimate and may change as Blue Cross Animal Hospital deems necessary. I understand and accept these charges. ** Owner will need to provide a check or credit card for the [redacted] for $40.00”. [redacted] was unable to accommodate both knees on a single X-ray but you were only quoted one x-ray for the knees so, in good faith [redacted] decided to waive the additional X-ray charge. It was only after Dr. J[redacted] went over the [redacted]/Elbow and knee X-rays during discharge that we were informed that you thought we were going to perform a [redacted] X-ray. A front office receptionist explained that Dr. J[redacted] had remembered telling you that we do not do the required methods of positioning for that type of X-Ray. In addition to charges relating to the X-rays there was also [redacted] (flea and tick medicated chewable) and [redacted] (single dose ear treatment) that you requested at discharge. Charges for medication that is dispensed or applied are not eligible for refunds.We are very sorry that you were under the impression that “[redacted]” was scheduled for a [redacted] X-ray, it was not our intention to mislead you in any way or form. We feel that our staff went through the appropriate procedures in order to ensure that both parties were aware of what type of X-rays were to be performed on “[redacted]”. [redacted] contacted you on February 12th and February 15, 2016 to see if we could come to a fair resolution. On February 17, 2016 you declined to accept our offer of a partial refund and informed us that you will be disputing the credit card payment to [redacted] with your credit card issuer. It appears that we are no longer able to fulfill your veterinary needs to your satisfaction. Until this situation with your credit card payment is finalized we will be severing all client-patient services to you. This includes but is not limited to telephone calls, record retrieval and services. Thank you,Karissa T[redacted]Blue Cross Animal Hospital
Please see below for our response to the complaint by [redacted]. Please let me know that you received this message as I believe our deadline is Friday 2/19/16 and also let me know if there is anything else the Revdex.com requests from us at this time.Thank you,Karissa T[redacted]Dear [redacted]...
[redacted], Thank you for taking the time to communicate to us that the procedure performed on “[redacted],” February 3, 2016 did not meet your expectations. We are strongly disappointed that you did not first come directly to us when requesting a refund. Once we were aware of how you ultimately felt about the situation, Blue Cross Animal Hospital ([redacted]) took the initiative to contact you directly to resolve this in a manner that would be fair to all parties. We understand that there may have been a communication error. According to our records on January 26, 2016 during an X-ray pre-exam you inquired about a [redacted] X-ray while in the exam room with Dr. J[redacted]. That is the only notation on your animal’s record of any inquiry regarding a [redacted] X-ray. It is notated on “[redacted]’s” record that she told you at this time that we do not do that type of X-ray and you were offered an alternative certification done by the [redacted]). Before leaving, the front office receptionist explained in detail the [redacted] X-ray procedures and you proceeded to schedule “[redacted]” for [redacted] and Elbow X-rays. It was requested by you that we also X-ray “[redacted]’s” knees because she was already going to be under anesthesia. Upon check in on February 3, 2016 [redacted] signed our surgery consent form which clearly states “[redacted] and [redacted] elbow X-rays and knee X-rays”. There was also an estimate for surgery that [redacted] initialed listing the estimated charges for the procedures in which there is a statement that reads “All prices listed are an estimate and may change as Blue Cross Animal Hospital deems necessary. I understand and accept these charges. ** Owner will need to provide a check or credit card for the [redacted] for $40.00”. [redacted] was unable to accommodate both knees on a single X-ray but you were only quoted one x-ray for the knees so, in good faith [redacted] decided to waive the additional X-ray charge. It was only after Dr. J[redacted] went over the [redacted]/Elbow and knee X-rays during discharge that we were informed that you thought we were going to perform a [redacted] X-ray. A front office receptionist explained that Dr. J[redacted] had remembered telling you that we do not do the required methods of positioning for that type of X-Ray. In addition to charges relating to the X-rays there was also [redacted] (flea and tick medicated chewable) and [redacted] (single dose ear treatment) that you requested at discharge. Charges for medication that is dispensed or applied are not eligible for refunds.We are very sorry that you were under the impression that “[redacted]” was scheduled for a [redacted] X-ray, it was not our intention to mislead you in any way or form. We feel that our staff went through the appropriate procedures in order to ensure that both parties were aware of what type of X-rays were to be performed on “[redacted]”. [redacted] contacted you on February 12th and February 15, 2016 to see if we could come to a fair resolution. On February 17, 2016 you declined to accept our offer of a partial refund and informed us that you will be disputing the credit card payment to [redacted] with your credit card issuer. It appears that we are no longer able to fulfill your veterinary needs to your satisfaction. Until this situation with your credit card payment is finalized we will be severing all client-patient services to you. This includes but is not limited to telephone calls, record retrieval and services. Thank you,Karissa T[redacted]Blue Cross Animal Hospital