This letter is in response to customer concern complaint of Ms***The complaint ID is ***Ms*** had been a client of my office for nine yearsDuring the past eighteen months, she had refused to pay her pre-existing balance of, at times, over seven hundred dollarsShe had been
difficult to my staff regarding this matter but I continued to allow her to use my office for veterinary careShe or her son would come in and even buy just products disregarding the amount owedSince she made no attempt to resolve this issue, we had to be adamant about balance payment at time of service this past summerHundreds of dollars had been past due for more than a year.In August, it was explained to Ms*** that I would examine her cat Gigi if payment would be madeShe sent her son in with the catShe was not present during the time the evaluation was done on August 14th.On physical exam, it was obvious that Gigi was very ill and that the illness was long standing I took abdominal radiographs at the request of her son The radiographs were explained to her son I pointed out to him that Gigi had a severe abdominal effusion I explainedto him that when this amount of fluid is present in the abdomen, cancer is oftentimes an underlying problemI explained that regardless of the underlying cause, the condition was very seriousI explained to him that the most humane thing would be to consider euthanasia I emphasized that his mother would have difficulty letting go, but that would be best for the cat He agreed that he would advise his mother of all the information He made a payment for my time, the service provided and the radiographs takenHe did not address the ongoing balance and left my officestill owing six hundred dollarsI was disappointed that our office had been taken advantage of.Our policy is not to release records when a pre-existing balance remainsUltimately, our medical advice was ignored and the balance was never paidIn regards to the numerous calls made to my office, Iwas not in the office during the dates she mentionedMy office explained that to herHer rudeness to my staff was unconscionable Please contact me if you have additional questions
This letter is in response to customer concern complaint of Ms***The complaint ID is ***Ms*** had been a client of my office for nine yearsDuring the past eighteen months, she had refused to pay her pre-existing balance of, at times, over seven hundred dollarsShe had been
difficult to my staff regarding this matter but I continued to allow her to use my office for veterinary careShe or her son would come in and even buy just products disregarding the amount owedSince she made no attempt to resolve this issue, we had to be adamant about balance payment at time of service this past summerHundreds of dollars had been past due for more than a year.In August, it was explained to Ms*** that I would examine her cat Gigi if payment would be madeShe sent her son in with the catShe was not present during the time the evaluation was done on August 14th.On physical exam, it was obvious that Gigi was very ill and that the illness was long standing I took abdominal radiographs at the request of her son The radiographs were explained to her son I pointed out to him that Gigi had a severe abdominal effusion I explainedto him that when this amount of fluid is present in the abdomen, cancer is oftentimes an underlying problemI explained that regardless of the underlying cause, the condition was very seriousI explained to him that the most humane thing would be to consider euthanasia I emphasized that his mother would have difficulty letting go, but that would be best for the cat He agreed that he would advise his mother of all the information He made a payment for my time, the service provided and the radiographs takenHe did not address the ongoing balance and left my officestill owing six hundred dollarsI was disappointed that our office had been taken advantage of.Our policy is not to release records when a pre-existing balance remainsUltimately, our medical advice was ignored and the balance was never paidIn regards to the numerous calls made to my office, Iwas not in the office during the dates she mentionedMy office explained that to herHer rudeness to my staff was unconscionable Please contact me if you have additional questions