Spangler Animal Clinic

I am sorry this is so lateI have been trying to get in touch with two employees who dealt with the complainantOne of the employees, E, I was able to get in touch with this Saturday as she worked for us that dayThe other employee, P, left our employ on 1/9/and I have not heard back from her each time I have attempted to contact herI have a statement from Ewhich I will attach to my statementThe Complainant first called the Clinic on 12/18/She spoke with PShe made an appointment for 12/19/for her dog for vaccinations, heartworm test and a general check overThe complainant did not mention any specific problem that her dog was havingOn 12/19/15, complainant came in for her dog's appointment with the VeterinarianOn that Saturday, E and P were workingI was not scheduled to work that SaturdayThe dog was vaccinated and the heartworrm test was performedThe veterinarian then examined the dogThe following notes were made on the dog's medical record by the veterinarian: T.102.4/Owner reports the dog sometimes wheezing- chest clear, lung sounds normal/ mouth and teeth normalOwner reports increase in urination/no change in amount of water drinking/eye watering, wheezing may be allergy inducedPalpated bladder- has some stonesOwner to drop off Monday, 12/21/16, for urine collection and urine to lab for MU/A with UMICThe Veterinarian did not quote any pricesE stated to me on 1/31/16, that she may have quoted a price but she knows that she told the complainant to get a more thorough quote; she would need to speak to meThe complainant did not bring her dog back to the clinic until days later-12/29/She had evidently gone out of townShe had taken her dog to the emergency clinic while she was out of townThe date the dog was taken to the E.Cin Allen, TX was 12/24/The E.Ctook x-rays but did not collect a urine specimen to send to the lab for U/A w UMIC (Culture and Sensitivity)The Veterinarian knew that the dog had stonesThe type of stone/crystal was not knownThat is why the veterinarian wanted the urine sent to the labThat report would tell the veterinarian what types of stones were presentThis was important to find out since depending on what type of stones were present would determine the treatmentSome stones do not require surgical interventionDuring the visit on 12/29/15, Veterinarian performed an exam/recheck $45/urine collection $15/and Antech Lab- MU/A with UM IC $called Complainant to let her know that her dog was ready to goI went over the charges with her at that timeComplainant told me that she had been quoted $for the urine checicI asked complainant who had given her that quote and told her that quote was completely incorrectComplainant could not tell me the name of the employ who had quoted her this priceI told Complainant that there was not any type of urine test that was in the computer for $I apologized if she had been misguided but that was why I was going over the prices with herI explained to complainant what the U/A W UMIC requires and even told her that it takes hours to get the results on this testI even further told complainant that this test could tell the veterinarian if surgical intervention was needed or if a diet change and antibiotics was neededWhen complainant came to p/u her dog, the veterinarian went up front to speak with her about her dogHe spoke with her regarding why the U/A w UMIC had been chosenComplainant did not complain to the veterinarian re: the pricingIt is our clinic policy to get all the money for the lab work up front- at time of servicesP knew this but totally disregarded the policyComplainant paid only $toward a total bill at that time of $The lab alone totaling $That is the amount that Complainant should have been required to pay in order for us to send the urine to the lab Complainant left the clinicShe had been gone about minutesShe then called the clinic and spoke with PPhad been on the phone with compliant ant for approximately minutesPplaced complainant on hold and came to talk to meP wanted me to speak with complainant because it seemed to P that complainant was being rude and argumentativeI got on the phone with complainant and asked her how I could help herShe was upset that she had been charged an exam fee when she had paid for an exam on 12/19/tried to explain to complainant that if she had brought her dog in on the following Monday, 12/21/15, as the veterinarian had requested, she would not have been charged a recheck feeThen as I was looking at complainant's invoice, I noticed that she had been charged a comprehensive exam which costs $Complainant should have been charged a recheck which costs $I happily told complainant what I had found and that she was actually charged too much for the recheck by $Complainant was not as thrilled as She told me that she did not understand why she should have to pay for a recheck at allI attempted several times to explain that since the veterinarian had not seen her dog since 12/19/she was charged a recheck and before I could get to the part about how that charge included the consultation on the lab results, complainant cut me off by telling me that she was not going to pay for the recheckAfter all this, it seemed to me that complainant was not going to be satisfied with anything I could offerSo, all could think to offer was to remove the recheck fee, call her when the results had been faxed, get the balance taken care of at the time she picked up the records, lab, and history oil Violet, and finally, go to a veterinarian with whom she would be satisfiedComplainant agreed to do thatOn 1/2/16, complainant called the clinic and asked for meI picked up the phoneComplainant told me that I was supposed to call her when the lab results were backI said, Yes maam, I amHowever, it has not been hours"Complainant then told me that I had told her that the results would be back on this dateI told complainant that I had not told her that, I had told her hours and possibly longer with the holidayComplainant hung up on me On 1/4/16, I called complainant to let her know that the records, lab results, and EC report were all ready and up front for her to p/uComplainant did not show up until 1/9/to pick up her dog's records and lab resultsShe did not pay her balance that day eitherPromising P that she would come in to pay the balance on Monday, 1/11/She has not paid her balance yetOnce the recheck fee was taken off her invoice, she owed $I feel that she had no intention of paying this balanceNow, she is blaming me for her actions or lack thereofMy thoughts: complainant did not have the money to pay the bill in the first placeHad she been honest with me from the beginning, I would have done what I could to helpHowever, she was not honest with me or PEvery time, she came in to the clinic, she told P that she would pay the balance on the following business dayBut that never happenedI had only seen complainant one time, did not speak to her, I saw the veterinarian speaking with herSo, besides talking to complainant on the phone and getting a very quick glance at her, I have no idea what she looks likeMeaning, I would not recognize her if she were to walk through the door todayComplainant states that I am confrontationalA little contradictory to meSince she also says that I intentionally avoided her on 1/9/I am not sure that I can be both confrontational and then to avoid someone I would not even recognizeI was actually trimming nails on three dogs that Saturday that complainant came to pick up her dog's recordsI have worked for the veterinarian since have never had a complaint filed against meI do take offense to this because I pride myself on the job that I doThe fact that I do not take things those clients might say personallyThis is obviously personalThe Complainant filed this after picking up her invoice which I had made some notesI think she took offense to the notes which were trueI stand by my word [redacted]

I am sorry this is so lateI have been trying to get in touch with two employees who dealt with the complainantOne of the employees, E, I was able to get in touch with this Saturday as she worked for us that dayThe other employee, P, left our employ on 1/9/and I have not heard back
from her each time I have attempted to contact herI have a statement from Ewhich I will attach to my statementThe Complainant first called the Clinic on 12/18/She spoke with PShe made an appointment for 12/19/for her dog for vaccinations, heartworm test and a general check overThe complainant did not mention any specific problem that her dog was havingOn 12/19/15, complainant came in for her dog's appointment with the VeterinarianOn that Saturday, E and P were workingI was not scheduled to work that SaturdayThe dog was vaccinated and the heartworrm test was performedThe veterinarian then examined the dogThe following notes were made on the dog's medical record by the veterinarian: T.102.4/Owner reports the dog sometimes wheezing- chest clear, lung sounds normal/ mouth and teeth normalOwner reports increase in urination/no change in amount of water drinking/eye watering, wheezing may be allergy inducedPalpated bladder- has some stonesOwner to drop off Monday, 12/21/16, for urine collection and urine to lab for MU/A with UMICThe Veterinarian did not quote any pricesE stated to me on 1/31/16, that she may have quoted a price but she knows that she told the complainant to get a more thorough quote; she would need to speak to meThe complainant did not bring her dog back to the clinic until days later-12/29/She had evidently gone out of townShe had taken her dog to the emergency clinic while she was out of townThe date the dog was taken to the E.Cin Allen, TX was 12/24/The E.Ctook x-rays but did not collect a urine specimen to send to the lab for U/A w UMIC (Culture and Sensitivity).The Veterinarian knew that the dog had stonesThe type of stone/crystal was not knownThat is why the veterinarian wanted the urine sent to the labThat report would tell the veterinarian what types of stones were presentThis was important to find out since depending on what type of stones were present would determine the treatmentSome stones do not require surgical intervention.During the visit on 12/29/15, Veterinarian performed an exam/recheck $45/urine collection $15/and Antech Lab- MU/A with UM IC $called Complainant to let her know that her dog was ready to goI went over the charges with her at that timeComplainant told me that she had been quoted $for the urine checicI asked complainant who had given her that quote and told her that quote was completely incorrectComplainant could not tell me the name of the employ who had quoted her this priceI told Complainant that there was not any type of urine test that was in thecomputer for $I apologized if she had been misguided but that was why I was going over the prices with herI explained to complainant what the U/A W UMIC requires and even told her that it takes hours to get the results on this testI even further told complainant that this test could tell theveterinarian if surgical intervention was needed or if a diet change and antibiotics was needed.When complainant came to p/u her dog, the veterinarian went up front to speak with her about her dogHe spoke with her regarding why the U/A w UMIC had been chosenComplainant did not complain to the veterinarian re: the pricing.It is our clinic policy to get all the money for the lab work up front- at time of servicesP knew this but totally disregarded the policyComplainant paid only $toward a total bill at that time of $The lab alone totaling $That is the amount that Complainant should have been required to pay in order for us to send the urine to the lab. Complainant left the clinicShe had been gone about minutesShe then called the clinic and spoke with PPhad been on the phone with compliant ant for approximately minutesPplaced complainant on hold and came to talk to meP wanted me to speak with complainant because it seemed to P that complainant was being rude and argumentativeI got on the phone with complainant and asked her how I could help herShe was upset that she had been charged an exam fee when she had paid for an exam on 12/19/tried to explain to complainant that if she had brought her dog in on the following Monday, 12/21/15, as the veterinarian had requested, she would not have been charged a recheck feeThen as I was looking at complainant's invoice, I noticed that she had been charged a comprehensive exam which costs $Complainant should have been charged a recheck which costs $I happily told complainant what I had found and that she was actually charged too much for the recheck by $Complainant was not as thrilled as She told me that she did not understand why she should have to pay for a recheck at allI attempted several times to explain that since the veterinarian had not seen her dog since 12/19/she was charged a recheck and before I could get to the part about how that charge included the consultation on the lab results, complainant cut me off by telling me that she was not going to pay for the recheck.After all this, it seemed to me that complainant was not going to be satisfied with anything I could offerSo, all could think to offer was to remove the recheck fee, call her when the results had been faxed, get the balance taken care of at the time she picked up the records, lab, and history oil Violet, and finally, go to a veterinarian with whom she would be satisfiedComplainant agreed to do that.On 1/2/16, complainant called the clinic and asked for meI picked up the phoneComplainant told me that I was supposed to call her when the lab results were backI said, Yes maam, I amHowever, it has not been hours"Complainant then told me that I had told her that the results would be back on this dateI told complainant that I had not told her that, I had told her hours and possibly longer with the holidayComplainant hung up on meOn 1/4/16, I called complainant to let her know that the records, lab results, and EC report were all ready and up front for her to p/uComplainant did not show up until 1/9/to pick up her dog's records and lab resultsShe did not pay her balance that day eitherPromising P that she would come in to pay the balance on Monday, 1/11/She has not paid her balance yetOnce the recheck fee was taken off her invoice, she owed $I feel that she had no intention of paying this balanceNow, she is blaming me for her actions or lack thereof.My thoughts: complainant did not have the money to pay the bill in the first placeHad she been honest with me from the beginning, I would have done what I could to helpHowever, she was not honest with me or PEvery time, she came in to the clinic, she told P that she would pay the balance on the following business dayBut that never happenedI had only seen complainant one time, did not speak to her, I saw the veterinarian speaking with herSo, besides talking to complainant on the phone and getting a very quick glance at her, I have no idea what she looks likeMeaning, I would not recognize her if she were to walk through the door todayComplainant states that I am confrontationalA little contradictory to meSince she also says that Iintentionally avoided her on 1/9/I am not sure that I can be bothconfrontational and then to avoid someone I would not even recognizeI was actually trimming nails on three dogs that Saturday that complainant came to pick up her dog's recordsI have worked for the veterinarian since have never had a complaint filed against meI do take offense to this because I pride myself on the job that I doThe fact that I do not take things those clients might say personallyThis is obviously personalThe Complainant filed this after picking up her invoice which I had made some notesI think she took offense to the notes which were trueI stand by my word.*** ***

I am sorry this is so late. I have been trying to get in touch with two employees who dealt with the complainant. One of the employees, E, I was able to get in touch with this Saturday...

as she worked for us that day. The other employee, P, left our employ on 1/9/16 and I have not heard back from her each time I have attempted to contact her. I have a statement from E. which I will attach to my statement. The Complainant first called the Clinic on 12/18/15. She spoke with P. She made an appointment for 12/19/15 for her dog for vaccinations, heartworm test and a general check over. The complainant did not mention any specific problem that her dog was having. On 12/19/15, complainant came in for her dog's appointment with the Veterinarian. On that Saturday, E and P were working. I was not scheduled to work that Saturday. The dog was vaccinated and the heartworrm test was performed. The veterinarian then examined the dog. The following notes were made on the dog's medical record by the veterinarian: T.102.4/Owner reports the dog sometimes wheezing- chest clear, lung sounds normal/ mouth and teeth normal. Owner reports increase in urination/no change in amount of water drinking/eye watering, wheezing may be allergy induced. Palpated bladder- has some stones. Owner to drop off Monday, 12/21/16, for urine collection and urine to lab for M133 U/A with UMIC. The Veterinarian did not quote any prices. E stated to me on 1/31/16, that she may have quoted a price but she knows that she told the complainant to get a more thorough quote; she would need to speak to me. The complainant did not bring her dog back to the clinic until 10 days later-12/29/15. She had evidently gone out of town. She had taken her dog to the emergency clinic while she was out of town. The date the dog was taken to the E.C. in Allen, TX was 12/24/15. The E.C. took x-rays but did not collect a urine specimen to send to the lab for U/A w UMIC (Culture and Sensitivity).
The Veterinarian knew that the dog had stones. The type of stone/crystal was not known. That is why the veterinarian wanted the urine sent to the lab. That report would tell the veterinarian what types of stones were present. This was important to find out since depending on what type of stones were present would determine the treatment. Some stones do not require surgical intervention.
During the visit on 12/29/15, Veterinarian performed an exam/recheck $45/urine collection $15/and Antech Lab- M133 U/A with UM IC $173.10.1 called Complainant to let her know that her dog was ready to go. I went over the charges with her at that time. Complainant told me that she had been quoted $60 for the urine checic. I asked complainant who had given her that quote and told her that quote was completely incorrect. Complainant could not tell me the name of the employ who had quoted her this price. I told Complainant that there was not any type of urine test that was in the
computer for $60. I apologized if she had been misguided but that was why I was going over the prices with her. I explained to complainant what the U/A W UMIC requires and even told her that it takes 72 hours to get the results on this test. I even further told complainant that this test could tell the
veterinarian if surgical intervention was needed or if a diet change and antibiotics was needed.
When complainant came to p/u her dog, the veterinarian went up front to speak with her about her dog. He spoke with her regarding why the U/A w UMIC had been chosen. Complainant did not complain to the veterinarian re: the pricing.
It is our clinic policy to get all the money for the lab work up front- at time of services. P knew this but totally disregarded the policy. Complainant paid only $100.00 toward a total bill at that time of $236.10. The lab alone totaling $173.10. That is the amount that Complainant should have been required to pay in order for us to send the urine to the lab. 

Complainant left the clinic. She had been gone about 30 minutes. She then called the clinic and spoke with P. P. had been on the phone with compliant ant for approximately 15 minutes. P. placed complainant on hold and came to talk to me. P wanted me to speak with complainant because it seemed to P that complainant was being rude and argumentative. I got on the phone with complainant and asked her how I could help her. She was upset that she had been charged an exam fee when she had paid for an exam on 12/19/15.1 tried to explain to complainant that if she had brought her dog in on the following Monday, 12/21/15, as the veterinarian had requested, she would not have been charged a recheck fee. Then as I was looking at complainant's invoice, I noticed that she had been charged a comprehensive exam which costs $48. Complainant should have been charged a recheck which costs $45. I happily told complainant what I had found and that she was actually charged too much for the recheck by $3. Complainant was not as thrilled as 1. She told me that she did not understand why she should have to pay for a recheck at all. I attempted several times to explain that since the veterinarian had not seen her dog since 12/19/15 she was charged a recheck and before I could get to the part about how that charge included the consultation on the lab results, complainant cut me off by telling me that she was not going to pay for the recheck.
After all this, it seemed to me that complainant was not going to be satisfied with anything I could offer. So, all 1 could think to offer was to remove the recheck fee, call her when the results had been faxed, get the balance taken care of at the time she picked up the records, lab, and history oil Violet, and finally, go to a veterinarian with whom she would be satisfied. Complainant agreed to do that.
On 1/2/16, complainant called the clinic and asked for me. I picked up the phone. Complainant told me that I was supposed to call her when the lab results were back. I said, Yes maam, I am. However, it has not been 72 hours". Complainant then told me that I had told her that the results would be back on this date. I told complainant that I had not told her that, I had told her 72 hours and possibly longer with the holiday. Complainant hung up on me.

On 1/4/16, I called complainant to let her know that the records, lab results, 110
and EC report were all ready and up front for her to p/u. Complainant did not show up until 1/9/16 to pick up her dog's records and lab results. She did not pay her balance that day either. Promising P that she would come in to pay the balance on Monday, 1/11/16. She has not paid her balance yet. Once the recheck fee was taken off her invoice, she owed $88. I feel that she had no intention of paying this balance. Now, she is blaming me for her actions or lack thereof.
My thoughts: complainant did not have the money to pay the bill in the first place. Had she been honest with me from the beginning, I would have done what I could to help. However, she was not honest with me or P. Every time, she came in to the clinic, she told P that she would pay the balance on the following business day. But that never happened. I had only seen complainant one time, 1 did not speak to her, I saw the veterinarian speaking with her. So, besides talking to complainant on the phone and getting a very quick glance at her, I have no idea what she looks like. Meaning, I would not recognize her if she were to walk through the door today. Complainant states that I am confrontational. A little contradictory to me. Since she also says that I
intentionally avoided her on 1/9/16. I am not sure that I can be both
confrontational and then to avoid someone I would not even recognize. I was actually trimming nails on three dogs that Saturday that complainant came to pick up her dog's records. I have worked for the veterinarian since 1987.1 have never had a complaint filed against me. I do take offense to this because I pride myself on the job that I do. The fact that I do not take things those clients might say personally. This is obviously personal. The Complainant filed this after picking up her invoice which I had made some notes. I think she took offense to the notes which were true. I stand by my word.
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