Complaints

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Upon contacting this business, today, for an appointment, I was informed of a, supposed, outstanding balance of $1900. I had absolutely no idea that this amount was possible. I have not had a pet seen in her office since 2015. A balance, of which I had made monthly payments, was, what I believed to be resolved, back in June 2015. Since that time, 8 years now, I have received no contact from this business regarding this, supposed, balance. No mailing, phone calls, credit reporting or otherwise has been attempted since June 2015. Not one, single, shred of contact. I moved, but, had my mail forwarded, so I would have received something. And just now, they conjure up, this amount, out of thin air. I do not, in any way, believe this balance is legit.

  Business response

  09/14/2023

  **** ****** recently contacted the clinic about getting a pet in for services. She was identified as having an outstanding bill at the clinic from 2015.  In 2014 a payment arrangement was established and she was to make $70 cash payments to pay her outstanding balance.  Her Balance to begin with was $670.01.  **** ****** made a total of 8 $70 payments.  This left her an outstanding balance of $183.53.  When the payment arrangement was set up we offered to stop the monthly service fees as long as her payments were being made.  **** ****** did not fully pay her balance and did not respond to numerous attempts to contact her regarding her balance.  We sent out monthly statements and made phone calls in an attempt to resolve this issue.  Her account was marked as inactive in 2019 and any further attempts to resolve this issue ceased.  When she contacted the clinic this week she was offered a settlement where I would have waived some of the monthly service fees.  **** ****** refused our offer and denied owing any money to the clinic.  We reviewed the details of the account balance and payments made.  She received many services and medications from the clinic that went unpaid. She has since made negative online reviews stating that we refused service to her because "we don't like her."  This is not the case and it was made clear the reason for refusal of services.

  Customer response

  09/14/2023

  
  Complaint: ********  
  I am rejecting this response because: In the above stated response from Animal Practice, their claim that they would waive fees is completely fraudulent. Never, in my conversation with ***** on 9/11/23, was there a statement regarding waiving of any fees. I was verbally told that the balance was $1900 because of assessed service fees that had accrued. No mention of waiving anything, ever. As for the phone calls, my number has remained the same for numerous years and all my mail was correctly and swiftly forwarded to me after my move. I was, and will stand by the fact that, no amount of discussion would have helped the situation, because their mind was made up as soon as they clicked a few buttons. *****, who I spoke with wasn't willing to listen to anything and, most certainly, DID NOT offer a resolution. If so, I would have considered that instead of having it escalate. I can be reasonable and would have considered that resolution , for my sick dog's sake, but it was never offered. I also requested a print out of my account and have not received that document. I am requesting my print out again now. It has been over 7 years and this has just now been brought to my attention. The unprofessional attitude displayed by this business is astounding and speaks volumes, along with their refusal to do business with another client based on that person's association with me. ***** also told that to him when he called to ask for a printout as well.

  I expect the BBB to look out for consumers and clientele with regards to fraudulent statements and discrimination committed by businesses.

  Animal Practice of Marion, has misrepresented themselves and used fraudulent claims in their response, and is attempting to use a "he said she said argument" instead of being honest and forthcoming. So, in closing, I do not accept this, completely false set of  untruthful statements.

  Sincerely,
  
  ***** ******

  Business response

  10/11/2023

  We have offered a resolution by waiving some of the overdue fees.  Payment has not been made at this time.  We are not able to prove our attempts to contact her over the years for resolution of this issue.  We simply mail statements at the beginning of the month.  We have provided a printout of her account charges as well as to her husband as well and also provided those charges to the BBB.  We have provided true and accurate account information.  

  Customer response

  10/12/2023

  
  Complaint: ********  
  I am rejecting this response because:

  First of all, I still, as of  10/11/23, have received no print out, that I specifically requested, at all, or any statements regarding this issue and have not for many years. Second, if there was a verbal offering to waive fees, I immediately want a printed copy of the phone conversation where that took place. Third, as I told *****, ***** is not my husband, which is absolutely none of their business to know, but we do live together. Animal Practice is assuming "guilt by association" with regards to refusing to treat his pets.

  So,  we both, have moved on to others means of veterinary care, and most assuredly, will not be taking our beloved pets or any other business to Animal Practice.

  Lastly, I am appalled at the lack of professionalism that has been displayed by this business. It's truly disturbing what can spew from people's mouths to make themselves look good. According to *****, this account was turned off, frozen, cancelled, etc  several years ago and it can stay that way.

  I have been put through an increase in anxiety levels, panic attacks, raised BP and heart palpitations and irregular beats due to this situation and it's agitator's. My health and emotional well-being has certainly suffered.

   

   

  
  Sincerely,
  
  ***** ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩