Value Pet Clinic

To Whom It May Concern, Thank you for your feedbackWe have looked into your complaint and have determined that we are unable to refund you for the radiographsThe radiographs were taken and sent out for the board certified interpretation the same day as the examThe final radiology report shows when they were first received and also faxed back to usThere may have been some miscommunication in regards to the time it would take for the report to come back, which has been addressed with the staffThe reports usually take 24-hours to get back to us, but the owner was notified the following day that as soon as the report came in we would give her a call, and that we would be closed over the Christmas holidayAlso, if we didn’t get the report before the holiday she would receive a call on the 26thHowever, we were upfront with her regarding what treatment would cost, and performed all treatment according to the estimate she reviewed and signedTherefore we will not be issuing a refund in this situationWe believe in offering the best medical care that we possibly can and we do try to keep things affordable, we also do not do anything without prior authorizationFollowing this letter are all the documents relevant to this complaintI have attached the medical records from when the client first came in as well as the radiology report and signed estimatePlease let me know if there are any further questions or if there is any further documentation needed Thank you, Alissa W [redacted] Practice Manager

Complaint: [redacted] I am rejecting this response We just keep going back and forthThey are tenaciously holding on to their position that they are entitled to the money charged even if that delivery is not timely for a sick animalI am holding on to my position that they should refund the money as the service provided was NOT timely given We seem to be at an impasse...rather than capitulate to a customer and admit that the service provided was less than stellar in terms of timeliness, they prefer to argue no matter how wrong they are.Sincerely, [redacted]

Complaint: ***I am rejecting this response because:
I was not offered the results of the xray until after ChristmasAt no time was I told that it would take three days to get resultsI called them the afternoon of the day I was promised the resultswas promised a call at 10am the day after the examI called at 4:in the afternoon and was told I would be called backI received no return call I called the next day and was told that I would get a call backDid not receive a call, was only told that the report was not back yet.
They may have told the staff to amend their procedures, but they have not supplied their "service" in a timely manner for a sick animal...they also said they required the xray which is utter nonsenseThe animal hospital I did take my cat to did NOT require a chest xray in order to treat the cat The doctor at Value Pet Clinic also said that he needed teeth extracted..When I questioned the animal hospital if this was needed, they said it was not needed, that a simple dental cleaning is all that is needed
It is clear that this clinic will add expensive diagnostics and/or unnecessary treatments to increase their profits.
I refute their written testimony that I was advised of the time to get the reportI was NOT given that information, I was told I would have a call the next morning around 10amIf I was told that it would take days to get the answers to a diagnostic tool, I would NEVER have agreed to spend that kind of moneyIn three days, the cat could have been dead, or could have healed on his own, in eiter case the xray was not needed
Therefore, because the diagnostic tool was not provided in a timely manner, nor was I told that it would take days to receive, the refund for that diagnostic tool should be refunded.Sincerely,*** ***

I entered a claim on Jan with problems I have had with Value Pet Clinic. They contacted me today and we came to an agreement so thanks for sending the complaint to them and you can now remove it from your books
Thank you
*** ***

To Whom It May Concern, The $233.49 charge includes the price of two radiographs and the interpretation by the board certified radiologist. The radiographs were taken and sent out for the board certified interpretation the same day as the exam. The doctors review the radiographs in clinic before they are sent out. In this case nothing was seen to change the treatment already recommended after the initial look at the radiographs. The doctors will call with the board certified report as soon as it comes in to let owners know if anything else is recommended in addition to any treatment already being given. The records show the following day the owner was notified that we had not received the report back yet. However, we would call back as soon as we received the report. We also informed her that we were closed for Christmas Eve and Christmas. Because of this the interpretation report may not be relayed to the owner until the 26th. We will not be refunding the $233.49 because the radiographs were taken and initially reviewed the day of the exam. Please let me know if there is any further documentation needed. Thank you, Alissa W[redacted] Practice Manager

Complaint: [redacted]
I would like to write a rebuttal to Value Pet Clinic. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response. 
We just keep going back and forth. They are tenaciously holding on to their position that they are entitled to the money charged even if that delivery is not timely for a sick animal. I am holding on to my position that they should refund the money as the service provided was NOT timely given. 
 
We seem to be at an impasse...rather than capitulate to a customer and admit that the service provided was less than stellar in terms of timeliness, they prefer to argue no matter how wrong they are.Sincerely,[redacted]

To Whom It May Concern,
Thank you for your feedback. We have looked into your complaint and have determined that we are unable to refund you for the radiographs. The radiographs were taken and sent out for the board certified interpretation the same day as the exam. The final radiology report...

shows when they were first received and also faxed back to us. There may have been some miscommunication in regards to the time it would take for the report to come back, which has been addressed with the staff. The reports usually take 24-48 hours to get back to us, but the owner was notified the following day that as soon as the report came in we would give her a call, and that we would be closed over the Christmas holiday. Also, if we didn’t get the report before the holiday she would receive a call on the 26th. However, we were upfront with her regarding what treatment would cost, and performed all treatment according to the estimate she reviewed and signed. Therefore we will not be issuing a refund in this situation. We believe in offering the best medical care that we possibly can and we do try to keep things affordable, we also do not do anything without prior authorization. Following this letter are all the documents relevant to this complaint. I have attached the medical records from when the client first came in as well as the radiology report and signed estimate. Please let me know if there are any further questions or if there is any further documentation needed.
Thank you,
Alissa W[redacted]
Practice Manager