Taylor Veterinary Hospital Inc

[redacted] November 29, 2016  [redacted]
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* Dear [redacted] This email is in response to your inquiry with the Revdex.com ref #[redacted]  I’m sorry to learn that you...

had reason to complain about Virgin Atlantic on this occasion. We pride ourselves on our high levels of customer service and it’s, of course, vital that we deliver this from the time a reservation is made through to the time a customer arrives at their destination. Therefore, it is disappointing that you feel we’ve let her down in that respect.  I have reviewed your reservation and offer my sincere apology for the difficulty encountered while attempting to change and re-route your return flights. All fares have different rules and degrees of flexibility.  Generally, the higher the fare the fewer restrictions it has and vice versa.  As you have purchased a non-refundable restricted fare in the lowest price point within the economy cabin, it is necessary to charge the change fee as well as any difference in fare which would need to be calculated by our ticketing team. It will generally take a few days to calculate the difference in fare and the change fee and only then can the e-ticket be reissues. I’m sorry if these details were not conveyed properly to you.    I have reached out to our Support Centre and requested them to contact you directly at the phone number you have provided 1-404 936 8945. They will be in the best position to assist you with making the necessary changes to your flights in order to reach your new destination with the best flights available to you.  By way of an apology and as a gesture of goodwill, I would like to offer you $50 worth of customer vouchers. This can be used toward the difference in fare collection due for your flight changes.  In closing, I would like to thank you for bring this matter to my attention and giving me the chance to explain and apologize. I’m certain your return journey with us will be seamless and enjoyable, in every respect. Sincerely,    Mary-Jo K[redacted]Customer Relations US

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.
Thank you very much for understanding my concern  it is reassuring to hear that the airline will not seat a child without an adult  thank you for seating us together. Part of the issue with this is that we had bought these tickets in 2014 when this was not a concern for us, but had to move the dates to these. In in the future I will consider that this is part of the policy if this airline when booking flights. Perhaps the airline could also rethink this particular new 'industry standard', since a plane is not like a train or bus where we can just get there early and grab seats together. But, that is up to the airline. Thank You
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I appreciate that this may be standard across airlines now. However, I feel very strongly that an exception should be made for families with small children. While I am happy for the vouchers, The purpose of this complaint was not to get vouchers to pay for these seats but to bring to your attention the fact that this process presents a SAFETY ISSUE for parents with young children. I had this situation happen before where, despite the best efforts of the crew our family was not allowed seats together. It was very worrisome - At the last minute, I was allowed to sit with one of the children and my husband with the other. I don't know what we would have done if that option had not opened up!  I don't understand how this airline could ask us to give to a charity supporting children, then be so unconcerned about the safety of the children on their flights!  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: travelers misplace actual receipts. The date and time and stores that the items were purchased from are well in my guidelines for replacing the items. I had my credit card statement which showed the items were purchased in between the other ones that Virgin has covered. This is yet another way for this cheap airline to shaft their customers. I am happy that the claim is noted on the Revdex.com website for others to see and I am perfectly happy to talk to the media about their shortcomings in dealing with paying customers, paying customers where this company will not reimburse for their negligence. I am neither shocked nor appalled at the "managers" response because they are clearly not aware of good customer service. I will never use this airline again but will definitely seek out [redacted] for they are th top airlines who really go out of their way for the people who use their services. I suggest anyone else on this page with issues with Virgin Atlantic to use them as well. [redacted] definitely go the extra mile while Virgin Atlantic does not. Virgin, you got my extra $100+ dollars but the negative reviews toward your company will cost you a lot more. 
Sincerely,
[redacted]

[redacted]   February 24, 2017     [redacted]
*   Dear [redacted]   Thank you for your reply. I am sorry that you remain unhappy with us.   It is accurate that we would consider the 1 hour 5 minutes earlier departure time a slight change and from your booking, this change did not interfere with any flight connection.  As stated previously, this is an option available to carriers and you can view our Conditions of Carriage, Article 9.1.3 in full at the following link:  
[redacted]   As a further apology, I’ve taken the liberty of issuing a $100 customer voucher ($50per person) which can be used to toward various ancillary fees or the purchase of duty free items onboard our aircraft.  Full instructions can be found on the back of the voucher.  The voucher will be mailed shortly under separate cover.   In closing, I would like to advise at this time, we consider this case closed with no further action required.   We look forward to welcoming you on board.   Kind regards,     [redacted] Customer Relations US

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,
Randy S[redacted]

Any animal services agency that picks up an animal is required by law to provide reasonable medical care for a sick or injured animal.  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.  The patient in question was brought to our hospital by an local animal services agency and was mandated by that agency to provide reasonable medical care for the injured animal.  Legally, the owner of the pet is required to pay for the medical treatment.  The patient in question had a microchip with the owner's information linked to that chip # therefore providing proof of ownership.

Review: I was out of town when my cat became ill. My sister took my cat to the vet. She signed a paper for them to treat her. When it was clear she wasn't going to make it she had them call me to have her put down. Several things go wrong here. They should have called me after the blood test came back very bad. I would have told them to put her down then. But they continued to run tests on her. The paper my sister signed was for care of a plan of 622.00 and 684.20. The final bill to us was 786.00. My sister told them to run the credit card for 200.00 and we would pay the rest in a couple of days. After my sister left the vet had them run the card for the full amount of 786.00. Which in turn made our checking account bounce for 315.00, plus fees. They were not authorized to run that card for more than 200.00. I guess my next step will be to take them to court. Please help if possible. Thank you [redacted]Desired Settlement: I would like to be refund of 348.00. That is the amount that bounced in my account.

Business

Response:

Thank you for informing us of your concerns for your visit with on May 24th 2014. We understand that is an unfortunate situation to be in when your pet is ill and you are out of town. Upon investigation, we found that the person who brought the pet in for care, the sister of the pet’s owner, came in with full understanding of the estimate of fees for treatment. She also signed an treatment plan agreeing to pay the fees. This information brought us to the conclusion that we cannot refund the entire requested amount. However, you were refunded a total of $60.00 on May 27th 2014 as a sign of compassion for the situation and for the distress it caused your family. Thank you, [redacted] Veterinary Emergency Hospital

Review: My cat, which ran away four (4) months ago, was picked up by Animal Control and taken to this vet clinic. I was informed at 8:05 a.m. that they had my cat, but they did not want to discuss the status of him over the phone. I did get a vet on the phone, and I explained to him that the cat wasnt really ours anymore, but since he had a microchip, they said I was the owner. At 8:05, the charges were $325. I told him that I would pay to put the cat down, since he was hit by a car and would need jaw surgery to fix him, but didnt feel that I was responsible for the other charges since I never authorized them to x-ray and run an IV. (Yes, an x-ray and IV charges plus the 8 hours that he had been in the clinic totaled $325.) I asked to speak with someone about lowering the bill, he told me that I would have to pay for it, or he would call Animal Control and I would need to pay additional charges to get them involved. I waited until 9:30 a.m. to talk to their office manager (when they said she would get in for the day). When I called, they put me on hold for 10 minutes, and I had to call back to find out she was in a meeting. She called me back 10:45 (2 hours and 40 minutes later and I was waiting on her to call me)and now the charges were $383, $58 more, even though I told the vet to stop care on the cat at 8:05 a.m. The $383 charges were all unauthorized charges, which they told me I had to pay. I also paid to put him down, another $98, which was a total of $481. I do not know how a company can perform services without having an authorization for payment prior to doing those services and then demanding the money. I asked multiple times to lower the bill, and they would not budge on the price. They told me that I could apply for their line of credit, but that would have only cost me more in the long run. They were very uncompassionate and are only in it for the money. I will never take my pets there, and would have not dealt with them this time except I was forced to. I have already paid, but would like them to refund part of my payment. I had to pay $481 for a dead cat. I would have only authorized the $98 to put him down if they had called me when he went to them.Desired Settlement: I would like a refund of $383.

Business

Response:

Please reference California Penal Code 597f and 597.1

Business

Response:

Any animal services agency that picks up an animal is required by law to provide reasonable medical care for a sick or injured animal. 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. The patient in question was brought to our hospital by an local animal services agency and was mandated by that agency to provide reasonable medical care for the injured animal. Legally, the owner of the pet is required to pay for the medical treatment. The patient in question had a microchip with the owner's information linked to that chip # therefore providing proof of ownership.

Consumer

Response:

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.