Sunray Animal Clinic

Dear Sir or Madam,I am responding to the complaint made by Mr [redacted] on 4/5/17.In regards to "Henry's" visit on 4/3/17, the standard of care was met for a cat presenting with the chief complaint of inability to urinateThis is an emergency situation in a male cat, in which a cat can die within hours, so although Mr [redacted] wanted a regular appointment, this was not possible, as we had no regular appointments available for at least hoursWe made a special effort to see "Henry" right away, calling a doctor back from lunch, so that the client would not have to take "Henry" to an emergency clinic an hour away, which besides the extra travel time, would also have cost significantly more than our urgent care feeIt is also standard of care to keep cats with urinary catheters in the clinic overnight, since they are dripping a constant stream of urine through the catheterThey do not necessarily need constant monitoring, just confinement and proper, sanitary urine collection.A rabies vaccine was given in accordance to Maine law, which requires all cats to be current on Rabies vaccinationWe cannot treat an animal that is not current on this vaccine due to the risk to unvaccinated staff.At the time of admission, the doctor advised the client that if "Henry" was not blocked, the cost for treatment would be around $200, but if he was blocked and needed catheterization, it would be significantly more"Henry" was indeed blocked, and the doctor notified the client by phone that this was so.At the time of discharge the next day, the client misheard the total amount that was owed ($468.44)He did sign a credit card slip for this total (we have the slip with his signature)It is inaccurate to state that the printer was not working; both the credit card slip and the itemized invoice were readily produced.The next day (4/5/17) Mr [redacted] brought "Henry" back for a follvisit, as he was still having straining issues with passing urineHe spent an additional half hour with the admitting doctor, who prescribed additional medicationThe client insisted that he had been told $for the previous day's chargesBecause he was becoming abusive toward the staff, I offered $as a refund, minus the new charges for 4/5/17, in hopes that he would leave in peace if he got what he wanted - in essence, a charge for the 4/3/visit in line with what he thought he heard ($267)But I informed him that we would no longer provide him with veterinary services.The client is not entitled to any further refund beyond the $he was already granted.What we have done to prevent this problem in the future: All clients are given a "worst case scenario" estimate prior to the patient being admitted to the hospital.Thanks for your time,***-- [redacted] DVMSunray Animal Clinic, Brunswick ME

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] \Shame on you, [redacted] ***! You are a liar and a cheatFACT: the person at checkout who told me the amount due told me an amount that was $less than what I was actually chargedFACT: when asked, you were unable and unwilling to present the signed receipt that indicated the amount chargedFACT: I was told the printer wasn't working and therefore I couldn't actually see the amount that was chargedFACT: I did not abuse or in any way become disrespectful to anyone until AFTER YOU were rude and disrespectful to MEAnd, after you were rude and disrespectful to me, the only employee I became rude and disrespectful to was YOUI treated you the same way you treated meYou are a bullyThat much is obviousI reacted like a person who is bullied would reactIf you ran a fair and honest business, you wouldn't get reactions like how I reactedDo unto others as you would have done unto you You continue to lie about the situation as it happened and therefore continue to be abusive to me, emotionallyRefund my money, as it is the right thing to do Regards, [redacted] ***

I am sorry the former client feels this way.

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. \. Shame  on you, [redacted]! You are a liar and a cheat. FACT: the person at checkout who told me the amount due told me an amount that was $200 less than what I was actually charged. FACT: when asked, you were unable and unwilling to present the signed receipt that indicated the amount charged. FACT: I was told the printer wasn't working and therefore I couldn't actually see the amount that was charged. FACT: I did not abuse or in any way become disrespectful to anyone until AFTER YOU were rude and disrespectful to ME. And, after you were rude and disrespectful to me, the only employee I became rude and disrespectful to was YOU. I treated you the same way you treated me. You are a bully. That much is obvious. I reacted like a person who is bullied would react. If you ran a fair and honest business, you wouldn't get reactions like how I reacted. Do unto others as you would have done unto you.  You continue to lie about the situation as it happened and therefore continue to be abusive to me, emotionally. Refund my money, as it is the right thing to do. 
Regards,
[redacted]

Dear Sir or Madam,I am responding to the complaint made by Mr. [redacted] on 4/5/17.In regards to "Henry's" visit on 4/3/17, the standard of care was met for a cat presenting with the chief complaint of inability to urinate. This is an emergency situation in a male cat, in which a cat can die...

within hours, so although Mr. [redacted] wanted a regular appointment, this was not possible, as we had no regular appointments available for at least 24 hours. We made a special effort to see "Henry" right away, calling a doctor back from lunch, so that the client would not have to take "Henry" to an emergency clinic an hour away, which besides the extra travel time, would also have cost significantly more than our urgent care fee. It is also standard of care to keep cats with urinary catheters in the clinic overnight, since they are dripping a constant stream of urine through the catheter. They do not necessarily need constant monitoring, just confinement and proper, sanitary urine collection.A rabies vaccine was given in accordance to Maine law, which requires all cats to be current on Rabies vaccination. We cannot treat an animal that is not current on this vaccine due to the risk to unvaccinated staff.At the time of admission, the doctor advised the client that if "Henry" was not blocked, the cost for treatment would be around $200, but if he was blocked and needed catheterization, it would be significantly more. "Henry" was indeed blocked, and the doctor notified the client by phone that this was so.At the time of discharge the next day, the client misheard the total amount that was owed ($468.44). He did sign a credit card slip for this total (we have the slip with his signature). It is inaccurate to state that the printer was not working; both the credit card slip and the itemized invoice were readily produced.The next day (4/5/17) Mr. [redacted] brought "Henry" back for a follow-up visit, as he was still having straining issues with passing urine. He spent an additional half hour with the admitting doctor, who prescribed additional medication. The client insisted that he had been told $267 for the previous day's charges. Because he was becoming abusive toward the staff, I offered $200 as a refund, minus the new charges for 4/5/17, in hopes that he would leave in peace if he got what he wanted - in essence, a charge for the 4/3/17 visit in line with what he thought he heard ($267). But I informed him that we would no longer provide him with veterinary services.The client is not entitled to any further refund beyond the $200 he was already granted.What we have done to prevent this problem in the future:  All clients are given a "worst case scenario" estimate prior to the patient being  admitted to the hospital.Thanks for your time,[redacted]-- [redacted] DVMSunray Animal Clinic, Brunswick ME

I am sorry the former client feels this way.