Wachusetts Animal Hospital

On 1/19/15 I phoned WAH for emergency Veterinary services for my cat. As a long time client an agreement was on file to honor a CC belonging to my Aunt my license was suppose to be on file/permission. The explanation was clear their policy no longer accepted payment from someone not on the card. I told them my Aunt was ill if they checked my file etc. NO issues with our previous arrangement/received payment in full. They told me to make a PP amount prior to arriving then phoned me once it cleared. When the call came back I explained I was the one who made the payment (Not my Aunt) they told me with much annoying conversation they would have to find a computer to use PP so I could pay the balance(what's the difference I explained I would still be the one responsible for the info). When I arrived at the clinic the conversation continued regarding payment/NOT ONE word regarding my cat. I tried to explain this is a stress full situation they took the cat from me after they talked MORE money/MORE treatment could be done for additional costs asking me to sign for there diagnosis/they took the cat into the back room a brief exam was done in front of me then presented me with a billing statement (I had an uneasy feeling I only agreed to half of what it required) I went to the desk to pay (I brought CASH). The receptionist (who did NOT offer her name) continued to insult my intelligence by explaining policy. I admit I did raise my voice to explain that she was making a bad situation worse I had the money to pay in FULL as she continued to talk I DROPPED the cash on her desk the money landed on the floor causing her to Lose IT. Two days later I received a letter (proof) telling me they did NOT want me as a client. I have to ask the question was it my behavior or my inability to continue to pay for treatment. One week after this incident WAH placed an add Looking for a new receptionist job requirement "compassion"Desired SettlementI had to take the Cat to another Veterinary clinic for services/treatment that was not received at WAH. I want a full refund from WAH for $293.58 As far as I'm concerned the service was unacceptable because there concern was not about my Cat or a client. It was all about the money. (I realize money is the driving force but I have to wonder how many other people has this happened to)Business Response The party in question began verbally assaulting our staff from her initial phone call. She was not willing to listen to or adhere to our hospital policies. She had to take her pet elsewhere for services because we asked her not to return to our facility after physically assaulting a receptionist by throwing change at her face. The following is the letter sent to the former client asking that she not return. I have been informed of your visit today and your interactions with our staff. We understand the worry and anxiousness that often coincides with having a sick pet. At WAHPR we do our best to keep our clients updated and inform them of any policies upfront so there aren't any surprises later. We do this to ensure we are all on the same page and your pet can receive the best and most timely treatment possible. We cannot allow verbal or physical abuse to any one of our team members for any reason. Actions like throwing change at a receptionist will not be tolerated. At this time we believe it is best that you seek veterinary services elsewhere. You will find Katie's medical records included. Sincerely,We do not tolerate such behavior from clients in our practice and we must ensure our employees safety at all times. Consumer Response LisaWhen I spoke to you I mention my behavior/letter from them (Yes I was extremely upset) regarding my cats treatment and there careless disregard.When I phoned to make the appointment for emergency treatment they asked for a PP payment by credit. My original conversation with them explained it was my Aunts credit card. Believe it or not they HUNG UP until the PP cleared then phoned me to tell me it was acceptable for me to keep the appointment. Further the receptionist TOLD me that it would be inconvenient to set up a computer at the clinic to pay for the visit. Wouldn't anyone have an uneasy feeling going into this?The fact still remains regardless of my behavior they still charged me $300.00 dollars for a diagnosis that was INCORRECT. At their suggestion they wanted to extract my Cat's teeth (a costly diagnosis). My cat is 15 years old her comfort was my main concern I feel as if there constant verbal assault regarding their payment caused my actions from beginning to end.The follow up with another Veterinarian showed that their blood work wasn't done correctly and their decision to extract her teeth was unnecessary. Further putting my cat in surgery would risk her life. ( I can provide copies from both billings). When a business causes a person to become that agitated regarding their endless POLICY's & practice's to obtain their payment before and after a diagnosis something is very WRONG with that business. (there are countless complaints on Yelp.com with the same issues misdiagnosed/constant verbal assaults regarding payment)I can explain my actions at the time by saying my cat was very sick and needed emergency care. My Aunt's (also sick) credit card was suppose to be in their file we've had other cats treated at this clinic. Our payment method was exemplary for previous visits.I have to question them regarding this letter explaining my disturbing behavior.. Ask your self this question was it my behavior or my inability (I don't have a CC) to pay for further treatment that caused them to dismiss me as a client. Either way I feel it's necessary to be refunded my $300.00 for this Horrible incident. I take full responsibility for my actions. Now it's time for them to REFUND my money so they can learn their lesson that treating a person with disrespect is unacceptable.[redacted]Final Business Response I am not sure how to proceed at this point. She is clearly only looking to slander our business after we were very professional, and remained professional even after her verbal and physical abuse.In her ending statement:" Now it's time for them to REFUND my money so they can learn their lesson that treating a person with disrespect is unacceptable."She is stating she wants us to "learn a lesson". By submitting those words she is plainly admitting to only wanting the refund to "teach us a lesson" about disrespect. There is no misdiagnosis here as she claims. If there were she would not have chosen those words to be her closing paragraph. She is not happy about the letter she received from our office and she is lashing out against us now. Going through the Revdex.com is not a way to get a refund. She could have at any time called our office to speak to management or the owners, but she hasn't. If this was about misdiagnosing she would have taken that route first to try to attempt to get to the bottom of it. She has not, instead she is only concerned with complaining about us to anyone who will listen. Had she called us there may have been some resolution or closure for her.If there were any chance of misdiagnosis there would have been conversations between hospitals or owner to doctor. None of which happened. Again, there was no misdiagnosis and she is only concerned about getting her money back after we asked her not to return to our hospital. In our 5 years of being open we have not had to ask many clients to not return, only in extreme circumstances. We felt it was unsafe to have her return, and our entire staff was not comfortable dealing with her.[redacted]