The Northeast Indiana Veterinary Emergency & Speciality Hospital

Initial Business Response /* (1000, 5, 2016/07/08) */
Dear Sir,
Thank you for brining your concerns to our attentionWe understand how much your pet means to you and how stressful it can be when they are injuredIts clear how much he is loved and what an important role he plays in the lives
of your family
It is unfortunate, but too many dishonest clients have left most emergency facilities no choice but to require payment at the time of serviceWe understand your frustration, however for this reason it has always been our policy to require payment at the time the pet is treated, unless prior arrangements have been madeAny alternative arrangements still require payment of half of the total bill up front, as a show of good faithOur initial registration form states that by signing, the owner authorizes the pet to be treated and that payment is required at the time of service
We understand emergencies are by nature unexpectedAs such, we and many other healthcare providers offer CardCredit(r) as an option to all our clientsCareCredit(r) is an independent credit card that can only be used for health services and allows users to pay by installments over timeIt is widely offered and accepted by many dentists, eye doctors, veterinarians and physicians officesOur hospital does not have any connection or partnership with the company and receives absolutely no benefit if a client chooses to utilize the credit service or notIt is only provided as an option for our clients to consider in their financial planning
We apologize for the miscomputation regarding payment and for your negative experienceOur Case Manager will be contacting you directly to ensure you receive all requested financial documents & medical records, as well as to answer any additional questions you may haveWe sincerely hope your cat is doing better and will be in touch soonYou can expect a call Monday evening (7/11/16)
Sincerely
The Doctors & Staff of the Northeast Indiana Veterinary Emergency & Specialty Hospital
Initial Consumer Rebuttal /* (3000, 10, 2016/07/19) */
First, and foremost, I would like to thank the Revdex.com for your time in this matterHaving received the Revdex.com communication/letter dated July 13, After examination very closely as to the complaint, and the response from the Northeast Indiana Veterinary Emergency & Specialty Hospital #XXXXXXXXI find as follows:
That Dr*** did call me on (2) two different occaisions after I had file the complaint #XXXXXXXX
1.AOn the first telephone conversation, Dr*** ask how *** was doing?, then I understood Dr*** to state-after I reported as mentioned in my complaint! (" It really isn't that big of a deal" "This isn't the image that we want out there".) With these statement as I understood Dr*** to state, now read my complaint againIt appears that, although I had hopes of a resolve to the matter, my complaint #XXXXXXXX remains unresolvedIt is impossible to resolve a complaint when the business/representative has the mind set as listed above
Final Business Response /* (4000, 12, 2016/07/20) */
7/20/2016: Response to Client Rebuttal We were very surprised by the client's rebuttalDr*** did not in any way indicate that his concern "isn't that big of deal"We take all client concerns seriously, and respond to owner concerns whenever they ariseThe client was genial on the phone with Dr*** and thanked her for her actions to address his questionsIf anything, Dr*** may have said "this IS a big deal" and "this is not the kind of SERVICE we hope to deliver"It is disappointing to learn after phone calls and discounting his bill to *** the client still remains unsatisfiedWe are not sure what more the client expects as a resolution
As mentioned in our response from 7/12/16, after assessing the situation as a whole, the remaining clients concerns and his confusion over our payment policy; a decision was made by our case manager to discount the services as a courtesyHis bill was adjusted to a ** balanceWe understand this client was going through a very difficult situationWe have clarified/outlined our payment policy so he may be better prepared in the futureIt is our mission to provide the highest quality veterinary care possible to all our clientsWe continue to wish Mr*** & *** the best and consider the matter resolved & closed