Spirit Of 76 Veterinary Clinic

The owner of the practice was on vacation until this afternoon, he popped in today to check on things, and saw this, with all of his other mail, on his desk. I apologize for not being able to respond to this sooner. I most definitely would if I had known. In January she called to ask about...

Dental pricing. Which we quoted her $485. We told her about our Dental Discount months in February and November, that price is $280. We have a protocol, which entails a waiting list to try to get in for those months. We are booked for 2016. She was not able to get in, our earliest Dental appointment was March 28th, which she took. On March 28th 2016 she brought her pet, [redacted], in to receive a Dental cleaning. She dropped her pet off before 8am, our standard protocol. We need to have them be dropped off early to get them prepped and ready for anesthesia. We have to do our exam, run bloodwork, put in an IV catheter, and pre-med for the Dental. Everything went great! She picked up [redacted] later that afternoon with her husband. After receiving her bill, she assumed it was going to be $220. We told her we do not have a price of $220. We went into explaining the bill to her. She paid. We then asked to have her go into a room, for one of the technicians to go over discharge instructions. Standard procedure. She asked to speak with a manager in the room. She had to wait about 2-5 minutes, and she came out of the room saying she HAD to go to work now, or she would be late. A technician went into the room to explain discharge instructions. After that, [redacted], the Lead CSR went into the room and further discussed the bill and her concerns. She stated that ‘someone’ who she spoke with in January had given her this quoted price; she realized our dental discounted price is $280, not $220, we also re-explained that we have that as our Discounted Dental price ONLY in the Months of February and November.  We told her that unfortunately the doctor on her case had left for the day, and would be gone all week. When he returns we can see what we can do to help her out with the bill, and will call her in a week. We did, and he decided to give her 10% off her bill for the miscommunication. Her bill was $485, and we gave her back $48.50. -She called a week later to put that money back on her card. We thought she was satisfied. It seems she misunderstood and assumed the discounted dental price will ‘roll over’ to March because we were full and could not get her in. We have a waiting list, but she needed her dogs teeth done as soon as possible she said. Of course, yes, the person she spoke with, could have misspoke and it could have sounded to her like we were going to give her that price. Unfortunately she does not know who she spoke with. And I would hope everyone knows our protocols and prices. I personally spoke with the employees individually, and they all gave me the correct information about our Dental pricing and protocols. She proceeded to post a 1 Star Review on our Facebook page on April 7th. And now, I got this letter from you that she made a complaint April 12th. Please read the facebook post and my response below:  She had posted a Review to our Facebook page:[redacted] * [redacted]
April 7 at 6:57pm · Is $575 a normal rate for teeth cleaning? We were given a rate of $280 for the month of February as this was their special rate. We were charged $90 for blood work to make sure our dog would be ok to be put under anesthesia during the teeth cleaning that was the end of January. Soonest appointment for teeth cleaning was March 28th. Dropped her off at 8 amdidn't pick up until 4:45 and $485 later (40 minutes to clean her teeth, X-rays, and anesthesia, no extractions). After voicing our concern about the difference in price they said they couldn't honor the February special even though March 28th was the soonest appointment available. I called around and several other vets charged just over $300 for everything. A week later they offered 10% off that outrageous bill. This experience leaves me feeling completely ripped off and the 10% off doesn't even come close to their original quote. I guess we should have gotten it in writing? My Facebook Response:Hi [redacted]! We apologize for the miscommunication. Our Dentals are discounted in the Months of February and November only. They book up fast and there is a waiting list. We only give the $280 dental price in those months. Maybe you misunderstood what we said about the pricing, and maybe we didn't communicate it clear enough. Our normal Dental price which includes a full mouth exam, blood work, antibiotic and pain medications given in house, anesthesia, full mouth xrays, an IV, cleaning, polishing and flora-foam application is $485. This also includes complimentary ear cleaning and a nail trim. I'm not sure how you got $575 for the dental, and $90 for blood work. Your invoice states you were charged correctly. Unfortunately, the doctor on your case wasn't in when you picked up and we had to wait for the doctor to determine what we could do for you given this miscommunication. When he came back a week later, we gave you 10% off your bill for the miscommunication about the discounted dental months and difference in price, $48.50. Again, we apologize for the miscommunication and would like to rectify this situation. I hope you reach out and please call, for we are willing to address the bill further. We don't want to lose you as a client from a miscommunication like this. Thank you.  Today, I talked with the owner, Dr. [redacted], and he is more than comfortable giving her back more money, and being able to keep her as a happy client. We don’t want this small miscommunication to ruin our client relationship. We don’t understand why she posted a 1 star review, and then proceeded to call the Revdex.com. This has never happened to us, and we definitely don’t feel it was deserved. I would hope, after everything is resolved, she removes her review, and this complaint with you. Let me know if you need further information. I have her chart and invoice showing everything.  Again, we’ve never had a Revdex.com complaint. I am hoping emailing you all of this information is the correct this to do? Thank you for your time on this! Have a good day! [redacted]
Practice [email protected]:  414-546-0750www.Spiritof76VetClinic.comhttp://Facebook.com/Spiritof76VetClinic

Review: The Advertised a price of 280.00 for all inclusive dogs teeth cleaning. When we pick up the dog after the service rendered, they proceeded to charge us nearly 600.00 dollars. They said the advertisement was for earlier months. We would never have agreed to pay that much for this service as we have a modest income.Desired Settlement: 200.00 dollar adjustment to the ill.

Business

Response:

The owner of the practice was on vacation until this afternoon, he popped in today to check on things, and saw this, with all of his other mail, on his desk. I apologize for not being able to respond to this sooner. I most definitely would if I had known. In January she called to ask about Dental pricing. Which we quoted her $485. We told her about our Dental Discount months in February and November, that price is $280. We have a protocol, which entails a waiting list to try to get in for those months. We are booked for 2016. She was not able to get in, our earliest Dental appointment was March 28th, which she took. On March 28th 2016 she brought her pet, [redacted], in to receive a Dental cleaning. She dropped her pet off before 8am, our standard protocol. We need to have them be dropped off early to get them prepped and ready for anesthesia. We have to do our exam, run bloodwork, put in an IV catheter, and pre-med for the Dental. Everything went great! She picked up [redacted] later that afternoon with her husband. After receiving her bill, she assumed it was going to be $220. We told her we do not have a price of $220. We went into explaining the bill to her. She paid. We then asked to have her go into a room, for one of the technicians to go over discharge instructions. Standard procedure. She asked to speak with a manager in the room. She had to wait about 2-5 minutes, and she came out of the room saying she HAD to go to work now, or she would be late. A technician went into the room to explain discharge instructions. After that, [redacted], the Lead CSR went into the room and further discussed the bill and her concerns. She stated that ‘someone’ who she spoke with in January had given her this quoted price; she realized our dental discounted price is $280, not $220, we also re-explained that we have that as our Discounted Dental price ONLY in the Months of February and November. We told her that unfortunately the doctor on her case had left for the day, and would be gone all week. When he returns we can see what we can do to help her out with the bill, and will call her in a week. We did, and he decided to give her 10% off her bill for the miscommunication. Her bill was $485, and we gave her back $48.50. -She called a week later to put that money back on her card. We thought she was satisfied. It seems she misunderstood and assumed the discounted dental price will ‘roll over’ to March because we were full and could not get her in. We have a waiting list, but she needed her dogs teeth done as soon as possible she said. Of course, yes, the person she spoke with, could have misspoke and it could have sounded to her like we were going to give her that price. Unfortunately she does not know who she spoke with. And I would hope everyone knows our protocols and prices. I personally spoke with the employees individually, and they all gave me the correct information about our Dental pricing and protocols. She proceeded to post a 1 Star Review on our Facebook page on April 7th. And now, I got this letter from you that she made a complaint April 12th. Please read the facebook post and my response below: She had posted a Review to our Facebook page:[redacted]

April 7 at 6:57pm · Is $575 a normal rate for teeth cleaning? We were given a rate of $280 for the month of February as this was their special rate. We were charged $90 for blood work to make sure our dog would be ok to be put under anesthesia during the teeth cleaning that was the end of January. Soonest appointment for teeth cleaning was March 28th. Dropped her off at 8 amdidn't pick up until 4:45 and $485 later (40 minutes to clean her teeth, X-rays, and anesthesia, no extractions). After voicing our concern about the difference in price they said they couldn't honor the February special even though March 28th was the soonest appointment available. I called around and several other vets charged just over $300 for everything. A week later they offered 10% off that outrageous bill. This experience leaves me feeling completely ripped off and the 10% off doesn't even come close to their original quote. I guess we should have gotten it in writing? My Facebook Response:Hi [redacted]! We apologize for the miscommunication. Our Dentals are discounted in the Months of February and November only. They book up fast and there is a waiting list. We only give the $280 dental price in those months. Maybe you misunderstood what we said about the pricing, and maybe we didn't communicate it clear enough. Our normal Dental price which includes a full mouth exam, blood work, antibiotic and pain medications given in house, anesthesia, full mouth xrays, an IV, cleaning, polishing and flora-foam application is $485. This also includes complimentary ear cleaning and a nail trim. I'm not sure how you got $575 for the dental, and $90 for blood work. Your invoice states you were charged correctly. Unfortunately, the doctor on your case wasn't in when you picked up and we had to wait for the doctor to determine what we could do for you given this miscommunication. When he came back a week later, we gave you 10% off your bill for the miscommunication about the discounted dental months and difference in price, $48.50. Again, we apologize for the miscommunication and would like to rectify this situation. I hope you reach out and please call, for we are willing to address the bill further. We don't want to lose you as a client from a miscommunication like this. Thank you. Today, I talked with the owner, Dr. [redacted], and he is more than comfortable giving her back more money, and being able to keep her as a happy client. We don’t want this small miscommunication to ruin our client relationship. We don’t understand why she posted a 1 star review, and then proceeded to call the Revdex.com. This has never happened to us, and we definitely don’t feel it was deserved. I would hope, after everything is resolved, she removes her review, and this complaint with you. Let me know if you need further information. I have her chart and invoice showing everything. Again, we’ve never had a Revdex.com complaint. I am hoping emailing you all of this information is the correct this to do? Thank you for your time on this! Have a good day! [redacted]

Practice [email protected]: 414-546-0750www.Spiritof76VetClinic.comhttp://Facebook.com/Spiritof76VetClinic

The vet showed a lack of care and professionalism throughout treatment. [redacted] seemed hurried and more worried about profits than treatment and I attribute my dog's death to him. He never took time to discuss proper treatment. My dog never should have been giving oral antibiotics for her condition, instead she should have been given antibiotics intravenously after a blood test, neither of which were done or discussed.