The Corner Vet

Sent: Tuesday, August 16, 2016 10:36 AM Subject: case # [redacted] Good morning,  I am responding to the complaint filed by [redacted].   Our records indicate she was last at our clinic 8-24-15.  At that time she indicated when she left she did not leave with one of her...

medications that were prescribed to her.  We have no proof she did not leave with it. It was not in the clinic after she left.  She contacted the office and she elected to have the credit for the medication placed on her account.  It was put on her account as a credit on 8-24-2015  She did not contact us again until 8-8-16.  Almost a year later.  She asked that the credit be put on her credit card. She was explained that we could not do that since her first payment was by check.  She was also told that we could not give her cash back at this time.  The staff contacted me, the regional manager, and I in turn contacted our accountant to see what we could do to get her the refund.  At no time was the complainant told she could not have her money back, she was simply told it could not be put on a credit card since she did not pay with a credit card originally.  The accountant decided that a check would be the best way to refund the money since that is how it was originally paid for, and one was issued and sent to her on or around the 10th of August to the address she left with us on file when she first came in.  Thank you and have a great day    -- Shaleigh [redacted] Regional Manager-Houston The Corner Vet

Sent: Monday, July 18, 2016 12:24 PM Subject: case # [redacted] Good afternoon,  My name is [redacted]. I am the regional manager for The Corner Vet in Houston.  I received your letter concerning case number [redacted]. Our records indicate that on April 2, 2016, we contacted [redacted]...

[redacted] to advise her that we will give her another rebate form as well as a copy of her receipt to send into [redacted] for the $35.00 rebate she is eligible for.   It is not our policy to fill these out for our customers.  It is their responsibility to fill them out and mail them in.  We do not set the rebate amount, the manufacturing company does.  Therefor at no time was there, has there, or will there be a rebate fro $75.00.  At no time was there a flyer indicating that either.   Once the client leaves the clinic with the rebate, we no longer have any responsibility to it.  The rebate money does not go through us, it goes through the manufacturer, which in this case is [redacted].    I did speak to Ms. [redacted] around the first part of June and did in fact tell her the technician that helped her was on vacation. But that I would get her what she needed to mail in another rebate.  At this point she did not give any indication of needing another address on anything.   Upon her return, the technician advised me that she at no time spoke of or offered $75.00 rebate.   We do not "persuade" our clients to purchase anything.  We do however offer them the options that we have and they can decide what they would like to purchase based on their budget.  We at no time have two vets on staff at the same time either.   We will gladly give Ms. [redacted] another rebate form to fill out, in fact it is at the clinic with her name on it, and has been for a while now.  There is nothing we can do about her misunderstanding the rebate amount.  We are not withholding any rebate from her.  However, we do not and cannot provide a rebate for "$75.00",  as there are none.  -- [redacted] Regional Manager-Houston The Corner Vet