The Veterinary Referral Center Surgery

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:The complaint that I submitted regarding the way the billing was handled is accurate and correct While it is true that I personally did not bring the dog [redacted] into the clinic, nor have I ever personally visited the clinic, I am the one that arranged for the billing after the surgery To say that my account of the billing is totally wrong is inaccurate The billing was NOT handled by the doctor, nor did he ever participate personally with me in a conversation regarding the billing after the surgery The estimates and quotes are not in question, this is all that he addressed, interesting how he is only addressing the amount of the surgery as it pertains to the estimate and amounts BEFORE the surgery.The concern is the way the billing was handled AFTER the fact As mentioned above, I am the one that DID talk to their accounting, I am the one that had the conversation, yes, by phone, and made arrangements for payment by credit card [redacted] NEVER agreed to any payment plan, nor did she agree to make any payments on behalf of our rescue AGAIN, I am the one that had that conversation I was contacted on MY cell phone for billing, I was prepared to pay the FULL amount quoted, that was NEVER in question Again, our complaint is the way they offered their payment plan, without any explanations of how it worked, they accepted our 50% payment, giving us thirty days to pay the remaining 50%, I received a receipt for this transaction Eleven days later, we get a phone call that they are changing the billing, they are now adding $for admin fees and taking away the discount they agreed and offered.And again, we appreciate the great surgery and expertise that [redacted] received, he is doing well, but we don't appreciate the lack of responsibility for their inaccurate billing and making us have to pay for what sounds like a mistake in their billing office We always pay our bills, and on the day the call was made telling us that we were being "re-billed", we paid the full amount So we are NOT abusing their billing process, we were very prompt in paying the entire bill.In summary: The Doctor said I was never involved, that is far from the truth, I was absolutely involved with the payment of the surgery, that is what this complaint is about, not what the consultation for [redacted] was about, the surgery, the fees, the estimate, this IS about how they mislead our rescue and that we ended up having to pay an additional $because they did not do their due diligence in explaining their billing process accurately and completely.We again request the refund of $that our rescue is asking for, the amount that would never have been in question if they had explained their billing policy and accurately, because we would have paid the full amount during the first phone call asking for payment Regards, [redacted]

I am writing in response to the complaint from [redacted] about her experience at our Veterinary ClinicPlease understand that the information she provided is far from the truth and does not reflect what truly transpiredFirstly, [redacted] has never been to our clinicThe only contact she has had with our clinic was to complain about our billing policyShe was not present at the time of the initial consultation nor did she sign the authorization form explaining the costs and outlining our billing policy (see enclosed signed copy by [redacted] ) [redacted] brought her dog '***' to our clinic for surgeryOur clinic is a referral only veterinary surgical practiceAt the time of the appointment [redacted] was given an estimate for surgery of $3500-$3600, with a 5% discount (which was done as an act of kindness as [redacted] has fostered many animals)The total bill was $3315.90, which is exactly what was estimated with a 5% discountThe bill would have been less had [redacted] not elected to use our ‘in hospital' payment planThe payment extends payments to our clients, but it does incur a $feeWe provided excellent service and excellent care for the client and animalThe end result cost fell within the SIGNED estimate at the initial consultation

I am writing in response to the complaint from [redacted] about her experience at our Veterinary Clinic. Please understand that the information she provided is far from the truth and does not reflect what truly transpired. Firstly, [redacted] has never been to our clinic. The only contact she has had with our clinic was to complain about our billing policy. She was not present at the time of the initial consultation nor did she sign the authorization form explaining the costs and outlining our billing policy (see enclosed signed copy by [redacted] ). [redacted] brought her dog '***' to our clinic for surgery. Our clinic is a referral only veterinary surgical practice. At the time of the appointment [redacted] was given an estimate for surgery of $3500-$3600, with a 5% discount (which was done as an act of kindness as [redacted] has fostered many animals). The total bill was $3315.90, which is exactly what was estimated with a 5% discount. The bill would have been less had [redacted] not elected to use our ‘in hospital' payment plan. The payment extends payments to our clients, but it does incur a $150 fee. We provided excellent service and excellent care for the client and animal. The end result cost fell within the SIGNED estimate at the initial consultation.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because:The complaint that I submitted regarding the way the billing was handled is accurate and correct.  While it is true that I personally did not bring the dog [redacted] into the clinic, nor have I ever personally visited the clinic, I am the one that arranged for the billing after the surgery.  To say that my account of the billing is totally wrong is inaccurate.  The billing was NOT handled by the doctor, nor did he ever participate personally with me in a conversation regarding the billing after the surgery.  The estimates and quotes are not in question, this is all that he addressed, interesting how he is only addressing the amount of the surgery as it pertains to the estimate and amounts BEFORE the surgery.The concern is the way the billing was handled AFTER the fact.  As mentioned above, I am the one that DID talk to their accounting, I am the one that had the conversation, yes, by phone, and made arrangements for payment by credit card.  [redacted] NEVER agreed to any payment plan, nor did she agree to make any payments on behalf of our rescue.  AGAIN, I am the one that had that conversation.  I was contacted on MY cell phone for billing, I was prepared to pay the FULL amount quoted, that was NEVER in question.  Again, our complaint is the way they offered their payment plan, without any explanations of how it worked, they accepted our 50% payment, giving us thirty days to pay the remaining 50%, I received a receipt for this transaction.   Eleven days later, we get a phone call that they are changing the billing, they are now adding $150 for admin fees and taking away the discount they agreed and offered.And again, we appreciate the great surgery and expertise that [redacted] received, he is doing well, but we don't appreciate the lack of responsibility for their inaccurate billing and making us have to pay for what sounds like a mistake in their billing office.  We always pay our bills, and on the day the call was made telling us that we were being "re-billed", we paid the full amount.  So we are NOT abusing their billing process, we were very prompt in paying the entire bill.In summary: The Doctor said I was never involved, that is far from the truth, I was absolutely involved with the payment of the surgery, that is what this complaint is about, not what the consultation for [redacted] was about, the surgery, the fees, the estimate, this IS about how they mislead our rescue and that we ended up having to pay an additional $308.21 because they did not do their due diligence in explaining their billing process accurately and completely.We again request the refund of $308.21 that our rescue is asking for, the amount that would never have been in question if they had explained their billing policy and accurately, because we would have paid the full amount during the first phone call asking for payment.
Regards,
[redacted]

I am writing in response to the complaint from [redacted] about her experience at our Veterinary Clinic. Please understand that the information she provided is far from the truth and does not reflect what truly transpired. Firstly, [redacted] has never been to our clinic. The only contact she has had with our clinic was to complain about our billing policy. She was not present at the time of the initial consultation nor did she sign the authorization form explaining the costs and outlining our billing policy (see enclosed signed copy by [redacted]). [redacted] brought her dog '[redacted]' to our clinic for surgery. Our clinic is a referral only veterinary surgical practice. At the time of the appointment [redacted] was given an estimate for surgery of $3500-$3600, with a 5% discount (which was done as an act of kindness as [redacted] has fostered many animals). The total bill was $3315.90, which is exactly what was estimated with a 5% discount. The bill would have been less had [redacted] not elected to use our ‘in hospital' payment plan. The payment extends payments to our clients, but it does incur a $150 fee. We provided excellent service and excellent care for the client and animal. The end result cost fell within the SIGNED estimate at the initial consultation.

I am writing in response to the complaint from [redacted] about her experience at our Veterinary Clinic. Please understand that the information she provided is far from the truth and does not reflect what truly transpired. Firstly, [redacted] has never been to our clinic. The only contact she has...

had with our clinic was to complain about our billing policy. She was not present at the time of the initial consultation nor did she sign the authorization form explaining the costs and outlining our billing policy (see enclosed signed copy by [redacted]). [redacted] brought her dog '[redacted]' to our clinic for surgery. Our clinic is a referral only veterinary surgical practice. At the time of the appointment [redacted] was given an estimate for surgery of $3500-$3600, with a 5% discount (which was done as an act of kindness as [redacted] has fostered many animals). The total bill was $3315.90, which is exactly what was estimated with a 5% discount. The bill would have been less had [redacted] not elected to use our ‘in hospital' payment plan. The payment extends payments to our clients, but it does incur a $150 fee. We provided excellent service and excellent care for the client and animal. The end result cost fell within the SIGNED estimate at the initial consultation.