Complaints

• Initial Complaint

  03/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We took our dog in we were quoted $891 after everything was done they stated it was only 547.47 as in the bill we received at check out. When checking our bank account we were charged two times. At 730am next day/ morning we contacted the vet about the double charge and then changed the bill and are refusing to refund 547.47 back to our bank. Since they charged us two time they then stated we owed a different amount even though we only signed for 547.47. That is over billing and is not in good faith. They added more expenses to the bill and we only sgined for 547.47 since that is what we were told when they were completely done with our dog!!!! We need 547.47 refunded back !!!

  Business response

  03/08/2024

  Thank you for sharing feedback. Our goal is to provide expert, compassionate care with accurate charges. In this case, there was a clerical error that led to the duplicate charges. We have refunded the amount in question as well as spoken directly with our client about his experience. Through these actions we have addressed their concerns. We have also taken appropriate measures to prevent errors such as this in the future.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Emergency vet services were provided on 3/7/22 - 3/8/22. Service charges for a total of $2571.05, were paid in full on 3/8/22. No additional charges, or pending charges were reported. 6/21/22, I received a text message from facility stating "we have not received your payment for your last bill of $795.73, please make payment as soon as possible". On the same date, I called the facility asking for an explanation, one could not be provided and I was told I would get a return call from manager. No call was received. I made another phone call to facility on 6/22 asking for an explanation, I was told the same excuse, no one could help me and a supervisor would call me back, which did not happen. 6/29, I received another text message saying "we have sent the statement several times, will send again". To this date, no statement had ever been received by mail or email. I made another phone call to facility on 6/29, was told they could not assist but I was provided with the phone number to the finance dept. I immediately contacted the finance dept. and was told that the date of service for this additional bill is from 4/19/22. I informed the finance dept this must be in error as I did not receive any vet services on this day. I was again told that they could not provide an explanation as they were a new employee and someone else would call me back. On 6/30, a supervisor called me to say that the billing issue was created in error d/t a system glitch. Per supervisor: "At midnight, the billing system resets and that is why those additional charges were not accounted for in the original bill". I requested invoices be emailed, upon viewing they have a date of service of 4/19. Nearly four months later they are asking for an additional $795.73 for their own accounting/system malfunctions. I would like an adjustment made to my account due to their business accounting/system errors. The invoice dates also do not match original dates or service and fraud is suspected.

  Business response

  08/02/2022

  I apologize for the delayed response. I thought I had sent this last week. I very much appreciate your process, and the fact that you give the business a chance to respond. I have reached out to the owner again, and we seem to be on the same page now.
  
  To whom it may concern,
  

  The patient was seen at our facility 3/7/2022 for vomiting for the past several days prior to presentation. Referral partner radiographs indicated a bouncy ball foreign body and bloodwork indicated dehydration. Exploratory surgery was performed to remove the bouncy ball and minimal bloodwork was performed to ensure the patient was better hydrated and her tissue was healing properly. Owner was given an estimate for $3590-$4873 for emergency surgery and hospitalization. Owner had two separate invoices from the visit. One was $2571.05 and the second was $795.73, totaling $3366.78. This is $223.22 under the low end of the estimate. New invoices are generated at midnight every night, which is why the patient had two invoices (due to his overnight stay). Both invoices should be approved at release before the owner is checked out, however the initial invoice ($795.73) which included the exam fee, IV catheter and pump, initial injections, premedications for surgery, and a blood lactate, was not approved. The owner only paid $2571.05 which was $1,019 lower than the low end of the estimate. We run periodic audits on our open invoices, which is why the owner did not get notified about the balance until 4/19/2022. Our audit process has since improved, and these open invoices are checked more frequently. Our clinical manager was made aware of this situation and called and talked to owner on 6/30/2022 to explain the charges and the balance. She also provided the invoices for the owner to review. Our clinical manager called the owner back on 7/1/2022 to further discuss any confusion and had to leave a message. We completely understand our clients concern, we have responded to her complaint and provided details of care. Our team tries to do everything to be empathetic and caring in our explanation. We hope her pet is doing better and will continue to reach out and work with her in this balance.Thank you,
  

  
  

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