Taylor Veterinary Hospital Inc

Our ref: [redacted]/7
 
13 April 2015
 
 
[redacted]
[redacted]
[redacted]
 
 
Dear Mr [redacted]
 
This letter is in response to your inquiry with the Revdex.com reference [redacted].
 
Thank you so much for...

taking the time to contact us regarding your refund query with Virgin Atlantic, and please accept my most sincere apologies that we seem to have fallen short of your expectations on this occasion.
 
I have contacted our US Refunds team who have confirmed the processing of refund #[redacted].   The refund settlement was processed on April 1, 2015 in the amount of $246.00.   Below is a copy of the receipt and the refund tracking code - [redacted]: _refund_[redacted]
 
As a further apology and a gesture of goodwill, I've issued $50.00 worth of Virgin Atlantic customer vouchers which will be sent to you shortly. 
 
These can be used towards:
Virgin Atlantic flights including [redacted]
Taxes, fees and charges
[redacted] (UK originating published package deals only)
VS marketed codeshare flights sold by our contact centre
Miles Plus Money fares
Flying Club and Partner Airline Reward taxes
Date change fees
Upgrade fees
Admin fees
Fare difference additional collections
Ancillaries (extra legroom seats, exit row seats etc)
Duty free
 
Mr [redacted], I hope you can accept my apologies for the delayed processing of your refund. I hope that the next time you fly you will have a smoother, more enjoyable experience.
 
Kind Regards,
 
 
[redacted]
Customer Relations US
 
 
  
Credit was issued on 01Apr15
 
Credit Card Receipt
 
[redacted]
** 
 
 
MID: [redacted]
 
TID: [redacted]
 
 
 
[redacted]
 
[redacted]: _refund_[redacted]
 
 
 
unknown
 
[redacted]
 
[redacted]
 
 
 
REFUND
USD246.00
TOTAL
USD246.00
 
 
Authorisation to Credit
 
 
 
 
Sign:
 
 
 
AUTHCODE: [redacted]

This allows airlines the necessary time to complete the paperwork required before the aircraft can depart. This paperwork is signed off by the flight deck and ground staff and is vital to the safety of the aircraft in respect of take-off weight and distribution of cargo, passengers, bags and fuel....

 In light of your situation, as a gesture, we are able to offer the refund of your ticket minus the non-refundable change fee of $300.000. Naturally I’m sorry you missed your initially booked flight, however, we wouldn’t be able to reimburse this fee. I have already reached out to our Refunds team and requested they begin the necessary steps to contact Travelocity to process the funds back to your original form of payment used to purchase your tickets. Thank you once again for taking the time to get in touch. We are truly sorry for the problems that you experienced on this trip but very much hope that we'll have the pleasure of welcoming you on board again in the not too distant future. Sincerely, Mary-Jo [redacted]Customer Relations US

Will fax copies of both vet.

[redacted] February 22, 2017  Dear [redacted] This email is in response to your inquiry with the Revdex.com reference [redacted] As your query relates to a Baggage inquiry, I have contacted Mr Ben [redacted], Manager of the Baggage team and asked him to contact you directly...

regarding your concerns. I am pleased to learn that you have reached a satisfactory conclusion regarding your claim. Thank you again for taking the time to get in touch and my apologies once again that we disappointed you.   Kind Regards,    Mary-Jo K[redacted] Customer Relations US

[redacted] February 24, 2017 [redacted] Dear Mrs [redacted] This email is in reply to your inquiry with the Revdex.com reference #1[redacted] I’m sorry that the schedule change of 1hr5min to your return flight from [redacted] to [redacted]n August 2, 2017...

has caused you so much frustration. Unfortunately, there are a few occasions where we do need to make changes to our schedule. For example, if we receive a better slot that provides more connections for our customers we will take advantage of that.  We try to keep these changes to a minimum but, where necessary, we will give as much notice as possible.    In addition, if a schedule change occurs well in advance of the departure date and travel has not commenced yet, it is common practice to contact your travel agent to arrange any changes to your itinerary.  That being said, I certainly regret that you had such a negative customer service experience regarding your schedule change. This is not the type of service we wish our valued customer to experience.   I have reached out to the Contact Centre support team and requested them to contact you directly as they are in the best position to assist you with pre-travel related queries. The Support team have confirmed that they have been in contact with you and offered to waive the change fee, however, they have advised that we would need to collect any difference in fare should it apply for changes to be made. They also confirm that you have decided to leave your reservation as is, at this time.   In closing, I would like to thank you for giving me the chance to explain and apologize for what happened.  Despite this difficulty prior to leaving, I’m certain your upcoming journey will be seamless and enjoyable in every respect.   Kind regards,       Mary-** K[redacted] Customer Relations US

Dear [redacted] Thank you for contacting us. I was sorry to hear of the delay to your luggage on your recent trip to [redacted] Please accept my sincere apology for this and any inconvenience caused.We understand how important your belongings are to you so we do everything we can to make sure we take...

care of them during your flight, and get them back to you promptly. However, given the industry we’re in, that may not always be possible. I’m sure you’ll appreciate the number of processes and checks these items have to go through it’s inevitable that some will, unfortunately, become delayed. On review of your PIR report I note that your luggage was not received by us in time from your inbound flight on this occasion. There was a terminal evacuation the morning you arrived into Manchester and its more likely this had an effect on the luggage delay. We had arranged for your luggage to be sent on another flight via [redacted] however I understand you asked that it be sent direct. We were unable to send it on another airline i'm afraid, therefore it was arranged for our next direct flight on 8th July. I understand you have now collected the luggage as requested. I understand you may have needed to purchase essential items to get you by during the delay. If you did please send your receipts in reply to my email and we will be happy to review reimbursement to you.I am very sorry again [redacted] for this experience. I hope despite this you had a great flight with us and time in the US. I hope we can welcome you back onboard again soon and all your future travel is relaxing and trouble free as expected.Kind Regards,Jason Tr[redacted] Baggage Services Virgin Atlantic Airways Ltd The VHQ, Fleming WayCrawley[redacted]
[redacted]
[redacted]
[redacted]

Our Reference [redacted] January 10, 2018 Ms [redacted] This letter is in reply to your inquiry with the Revdex.com reference #[redacted]. The ** Baggage team have reviewed and responded to your inquiries and closed the case reference [redacted]. Below you will find the two last responses regarding this claim.   [redacted], I understand that we have not resolved this entirely to your satisfaction and apologise for being unable to do more to help this time. Sincerely Mary-Jo K[redacted]  January 6, 2018Dear [redacted] Thank you for your further correspondence. Since your claim was submitted an intensive investigation in to the loss of the baggage and your claim has been conducted.I would like to explain that our job is to transport the bags of our passengers from their origin to destination and on rare occasions these bags are delayed.  Even rarer are the circumstances where a bag is not located. Bags are tracked for their entire journeys and it is only where the tracking stops that we are unable to trace the whereabouts of the bags.  In your case our investigations have shown that your bags were loaded onto the aircraft and have shown that they all arrived. After all bags had been delivered to the hall and remaining passengers had retrieved their bags, no bags were found in the baggage hall or surrounding airport areas between the aircraft and hall. All other lost bag reports made after this flight have been resolved, and no bags have been returned by other passengers; so all the bags were correctly accounted for. Therefore, we have been able to conclude that we have provided the complete carriage of your bag. On this basis I must decline your claim for a missing baggage, as there is no evidence of this being the case. Thank you for taking the time to contact us. Kind Regards,Stephen W[redacted] Baggage Services January 8, 2018Dear [redacted] Thank you for your further email. I am sorry to learn that you're disappointed with my colleagues' response; I assure you no discourtesy was intended.  Having fully reviewed your claim, I must confirm that our records show that your luggage was scanned and loaded onto your flight with us on the 10th December.  In this instance, we have therefore fulfilled our contractual obligation which is to transit your bag to your final destination. I have to advise also that our liability ends upon the last scan of a passengers baggage once it has been placed onto the carousel. The reasoning for this is because once your baggage enters the carousel system it enters into the public area of the baggage hall for which we cannot be liable for the security of passengers baggage. This is due to the potential risk of another passenger taking baggage not belonging to themselves. With the above in mind, I am sincerely sorry to say that we cannot accept liability for the loss of your baggage and for the subsequent claim you have submitted.  If you took out private travel/home insurance, I'd respectfully recommend that you refer your claim to them on this occasion.  [redacted], once again I'm sorry for the further disappointment my answer may cause; however I do hope this has clarified our position in respect of your claim. Kind RegardsRebecca B[redacted] Baggage Services Customer Relations US

Our ref: [redacted]
 
13 October 2015
 

Ms [redacted]
 
[redacted]
 

Dear Ms [redacted]
This email is in response to your inquiry with the Revdex.com.
 
I am sorry for the...

inconvenience caused to you as a result of amending your flights from [redacted].
 
I am happy to find that one of our Customer Relations Executives has already been in contact with you and have begun the refunds process.
 
I am happy to confirm that our Refunds team have processed the refund (claim [redacted]) of the un-used sectors of your reservation back to the original form of payment. As you have purchased this reservation through a travel agency, this payment will go directly to them who will then reimburse you.
 
I can also see that Rebecca has asked for you to provide a payment receipt and e-ticket information for the new flight that you had to purchase. Once we receive this information we can review and reimburse accordingly. If you could please send the receipts to [redacted] noting your file reference [redacted].
 
I hope you can accept my apologies for your recent experience. Please know that we always appreciate customer feedback as this helps us to make improvements to our service.
 
Kind regards,
 

Mary-Jo K[redacted]
Customer Relations US

[redacted]June 19, 2017 [redacted]Dear [redacted]Thank you for your most recent email.I am so sorry that you remain disappointed.In view of your upset, I would like to offer a gesture of goodwill and I have added 3,000 Flying Club miles into your account. I trust you can accept this in the spirit intended and make good use of your miles.I have also added 3,000 Flying Club miles into Paramjit’s account. However, I am unable to find an account for Amneet. If she can open a Flying Club account, I will be happy to add the miles into her account. I will also be able to backdate the miles she would have earned for her flights. She can enroll via the link below and send the membership number in once completed. [redacted]Hopefully we will be given a chance to restore your faith in us on another flight soon. I am confident next time everything will be as expected. Kind Regards Mary[redacted]Customer Relations US

Hospitalized care is categorized into 4 different categories.  1) Intensive Care with IV Fluids- $341 per day2) Extensive Care - $217 per day3) Moderate Care - $125 per day4) Minimal Care- $61 per day Ms. [redacted] was charged Moderate care however with hourly walk by's she should have been charged for extensive care.

Complaint: [redacted]
I am rejecting this response because: They called me and told me exactly what was typed. The representative nicely explain they really cant waive any change in fees that will occur except change fee which I made her understand is their fault. If they did not change schedule in the 1st place there will be no talks of any changes or any fees. They are asking that I pay change in fee for same day travel that resulted from their changing my time. If I do not agree I have to pay $600 (2 tickets) to cancel. So since I do not have any additional  money to add to this trip, I am stuck and will have to face any consequences that occurs as a result of their changes to my travel plan. Again this is the 1st time I am travelling with this Airline and will be the last. 1st impression dealing with them not encouraging. They did not respond to my email to them until I contacted Revdex.com.
Sincerely,
[redacted]

Dear Mr. [redacted],   We understand your concerns of the medical care provided to your cat by our hospital.  At the time [redacted] presented to us for care a bad tooth was not found upon examination.  She was however found to be painful in the abdominal area and after taking radiographs...

was found to be constipated.  Treatment was provided to her to treat the constipation.  Upon a follow up with her regular vet a bad tooth was found which was treated by their office.  Due to your concerns, and as a gesture of good will, we have credited your account $40 which is the amount paid for her examination.  The remaining costs regarding her treatment were appropriate for the constipation problem that she had and we feel that she benefited from the treatment.  We are not willing to refund the charges for those treatments. It can be difficult to understand why one veterinarian would do an exam and have different findings from another veterinarian’s exam. The truth is that this occurs quite often, especially when the exams are separated by a time period of several days, as was the case here.  Even when the same veterinarian is doing the exam, new findings come to light as the severity of the symptoms change and the disease process evolves. We feel badly that [redacted] had to go through four more days of pain while you waited for an appointment with your regular vet.  As a 24/7 facility, we would have been more than willing to see her again if she was not responding to treatment.   In the departing care instructions you were advised to call us if you had any questions or concerns about [redacted] treatments or conditions. You chose not to call us. Tell us why here...

I am rejecting this response because:In the businesses response it states, “If that animal has an owner and would like to reclaim their pet, they are legally responsible to pay for the medical treatment that was administered to that pet.”  This is a pet that disappeared 4 months prior, so although I was the owner, I had not “owned” that pet for 4 months prior to the vet bill.  In fact, I have already replaced this pet with another one for my children, and have had her for 2 months.  I was not told that I did not have to reclaim my pet – I was threatened that if I didn’t say I would pay for the vet bill that I would have to deal with the local police.  The lady on the phone, Office Manager,[redacted], did not even want to talk to me before she was ready to hang up and call the police; within the first minute of talking to her she threatened me with that.  Another one of the vet’s personnel let me know that their budget for this animal was $500, and in the end the bill was totaled at $481.  I believe that racked up thecharges to get more money out of an injured animal.  I asked for a bill showing me a breakdown of the charges, and one was an x-ray for $73.  I do not think an x-ray is “emergency reasonable medical care”.  It may have told them more that he would need to have to have surgery, but when I first spoke to the vet I told him (Dr. [redacted]) that I wanted to put him down, as even if I paid to fix him, he had ran away and something like this could happen again, since I can’t deactivatethe microchip that was put in him while he lived here.   Another part of the charge was $58 for a day in the hospital, which was not on the bill when I first learned about his condition.  I was told that the office manager, [redacted], would be able to work with me, and she was the only person that I could talk to about the bill (although I had called 3 times prior to talking with her.)  [redacted] did not get to work until 9:30 a.m., and I was told to call back at 10:00 a.m.  I called promptly at 10:00 a.m., but [redacted] was in a meeting, and couldn’t talk to me at that moment.   I had to wait until 10:45 when she called me back and let me know that she could do nothing regarding the bill, that I would just have to pay it or they would call the police.  I do not think I should have to pay an extra “day” charge when I was the one initiating the calls and trying to figure out what wewould do.  I had to wait until someone got to work and then be able to talk to me, but again they would not listen to what I had to say.  As a consumer we have a choice about where we want to take our business.  I was not given a choice in this instance.  I did call my local vet, to inquire about the price of euthanasia and it was $77, vs $98, plus I have a 20% discount at my local vet.   If this had happened on my property, I would have only had to pay for the euthanasia, as I would not have paid for a vet visit, x-ray, catheter, injectable medication, Fluid set-up, or day visit.  I would have been able to take him to my vet who has cheaper prices, and somewhere where I feel much more comfortable going. I was told by Turlock Animal Control that if he was found without a microchip that they would have just put him down.  I told her that I wished that they had donethat, because instead the vet ran up the bill, and the end result was the same.  If Animal Control could tell by just looking at the animal that he was in bad shape, and they aren’t a vet, then why did $481 vet bill need to be charged to come to the same conclusion? I should have had a choice before charges were run up, and been able to decide where to go, and what services I would authorize.  Their services were very expensive, and in my opinion, unnecessary. I have told several people about this situation – family, friends and co-workers, and they are all shocked at not only the situation, but how I was treated.  Nobodyhad any idea that something like this could happen.  I do have the itemized bill, if that will help with the decision for the Revdex.com. To resolve this, I would like a full refund of $481.

I brought my mare in2/5/17 with a severe facial wound to Taylor Equine Hospital. She was seen by Dr. [redacted] and he flushed the wound with a dilute betadine solution and took X-rays. He packed the wound with a laparoscopic sponge and SSD cream. She was given IV and IM antibiotics and left overnight to monitor and control the bleeding because she damaged a very large vessel. At 11:30am 2/6/17 I had to call for an update on her and all I was told by a technician was that her temperature had been taken. After learning she had not had her bandage checked in over 24 hours I was very upset and told them I was coming to pick her up. I arrived after 1pm, loaded my mare and paid a bill over $600 dollars. I found her in a stall, in pain, standing in a pool of blood at her feet with a wet, soaked bandage. A veterinarian I had never met told me she was going to get to her after her regular appointments and to hear that I was very displeased that she was not receiving adequate care nor was there any communication other than my own call 24 hours after my mare who was a critical case assuming she was a priority. I am very distraught after her treatment. I worked for Taylor Vet for five years and am deeply saddened by this treatment. I had to take my mare to a different Equine hospital where I now have a $3500 bill. I would have been happy to her at Taylor had she received the care she needed. I am only asking for a small portion of my bill to be refunded due to the state and condition I found my mare in, lack of communication and inadequate care she received. Thank you for your time. -[redacted]

[redacted] June 7, 2017  [redacted]  Dear [redacted] Thank you for your recent email regarding your flights with us.   As an airline that is passionate about delivering great service, I am sorry that you have been let down...

due to the schedule changes and I can appreciate your disappointment. We do work tirelessly to adhere to the schedules we release 11 months in advance, but sometimes for operational and commercial reasons, we may have to change or cancel flights. We cannot foresee when changes will happen and cannot guarantee that they won’t.  We will however, inform customers of any changes at least 14 days prior to departure. I can confirm that this schedule change occurred on February 4, 2017, which was prior to your outbound flight date of May 23, 2017. When the change occurred, an email notification would have been generated, and it is then automatically sent directly to customers. I am able to confirm that your email address [redacted] was in your reservation. It is however, clear from your comments, that for one reason or another you remained unaware of this time schedule adjustment. I can only apologize if you were not aware of the 45-minute earlier time adjustment that occurred prior to your flight. Regarding, this time adjusted flight VS41 31May2017; I was able to determine from the history of your reservation that you checked in via the web for your flight at 3:01 pm on May 30, 2017. The two remaining customers Paramjit and Amneet Dhillon are shown checked in at London Heathrow at 11:26am for the 1:40pm departure. Ms Dhillon, please accept my sincere apologies for the changes to your flight.   Full information about schedules and cancellations are detailed under our ‘conditions of carriage’. This information is available on our website using the following link: [redacted] thank you again for taking the time to get in touch and my apologies once again that we disappointed you.  I hope that we will be given a chance to restore your faith in us on another flight soon. I am confident next time everything will be as expected.  Sincerely,  Mary[redacted]Customer Relations US

Complaint: [redacted]
I am rejecting this response because:
The response is simply untrue.  My family did arrive at the check in desk in time.  We arrived more than one hour before departure.  I saw the check in agent hesitate to check us in.  Rather than proceeding to check us in in his computer he made phone calls, I believe to the gate, and then did nothing, stalled and then told my family we were too late.  We were standing at the counter for more than 15 minutes at this point.I also overheard another agent telling the gate that another family would have to accept the fact that none of their seats would be together on this overseas flight.  That this family could either sit apart or get off the plane.  It seemed apparent that there was more than one error made on the part of the airline due to overbooking this flight. My family's arrival time was not the source of the issue here, the source is your booking policy and customer service.  While I appreciate your offer to pick up some of our expenses, I am curious as to why there was no such offer when my entire family was stranded at the airport on October 1st.  We had to get on a flight the next day and there was no consideration for the transportation, hotel and meal charges we were incurring to do this.   
Sincerely,
[redacted]

Our ref: [redacted]
 
11 April 2015
 

[redacted]
 

Dear [redacted]
I understand you have contacted the Revdex.com (Revdex.com) in regards to your mishandled luggage.
 
As previously advised, we will be happy to review...

the claim if you are able to provide us with itemised receipts from the places you had visited. Our settlement $356.41 was posted on 8th April to your nominated address.
 
You advised you were going to seek further compensation from [redacted] regarding the mishandling of your luggage.
 
Once again Ms [redacted], if you are able to provide itemised receipts for the purchases made whilst you were without your luggage we will be happy to review your claim.
 
Receipts can be submitted to Customer Relations via:
Email: [redacted]
Fax: [redacted]
Or Regular Mail:
Virgin Atlantic Airways, Baggage Services
[redacted]
 
We look forward to hearing from you.
 
Kind regards
 

[redacted]
Baggage Services Manager

Copy of email sent from US Customer Relations [redacted] Response from Baggage Services - Reference [redacted]Dear [redacted]Thank you for reaching out to us again regarding your damaged bag.The handling of our customers' baggage is, of course, a top priority, and the...

experience you had is not a typical one.  We do our best to ensure your bags reach their final destination intact; but, with both manual and automated processes in place, irregularities may occur.  I am sorry that you had problems this time around.I would be happy to authorize reimbursement in the amount of $75, as requested.We want to make sure you receive the payment that’s due to you as soon as possible. To arrange this, please click on the link below to create a profile, enter your bank details and redeem your payment invitation.Redeem your payment invitation Or you can copy the following URL and paste it into your web browser.[redacted] Thank you for giving me the chance to apologize for what happened.  I’m certain your next journey with us will be seamless and without incident!Yours sincerelyKathleen [redacted]Virgin AtlanticBaggage Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]P.S.  This is very much appreciated!!Thank you SO much!

Our Ref: [redacted]13 September 2016  [redacted] Dear [redacted] Thank you for your further email to the Revdex.com regarding claim [redacted]  I’m so sorry to hear that you remain disappointed with our advanced seat assignment policy.  We will never seat a child without an adult, so please be assured that this should not be a concern for any family.  I do appreciate that you would prefer to select them in advance rather than wait until check-in to choose them free of charge. Therefore, on this occasion, as a gesture of goodwill I have assigned your seats free of charge for your Virgin Atlantic flights. This isn’t something we’d normally do, but I feel it’s justified on this occasion.  If you can now log into your booking online and take a look at the seats you’ve been assigned. [redacted]  Please note though that this isn’t something we’ll be able to do in the future. If you wish to assign seats in advance on future flights, you will need to pay the advanced seat assignment charges.  [redacted], I would also like to suggest you review your reservations [redacted] via the Virgin Atlantic website using the ‘my booking’ option and request children’s meals, which must be request more than 48hrs prior to your flight dates. [redacted]  Thank you for taking the time to get in touch [redacted] we look forward to welcoming you and your family on board in October.  Kind Regards,  Mary[redacted]Customer Relations US