Complaints

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• Initial Complaint

  Date:11/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was told by my veterinarian that my cat would most likely need to have his ear removed. I called around to a few animal hospitals in the area, and spoke to the receptionist at this particular animal hospital (10/28/23). I asked to get a ballpark of the cost for the surgery, which he said would be around $350, so I decided to use them. Much to my surprise, when I picked up my cat (11/04/23), the doctor said the bill was $1,375. I told him his receptionist said it would be around $350, and he apologized and said his receptionist should not have said that. He did not offer to give me a discount on the price, or offer to do anything else. It is truly appalling that he took no further action as if he is not vicariously liable for the claims made by his receptionist. The fact that he showed little to no concern for this egregious mistake is inexcusable and unprofessional. At the very least he should have offered to come down some on the price.

  

  Business Response

  Date: 11/10/2023

  Thank you for the opportunity to respond to Complaint ID #********. We understand the concerns raised by Ms. **** regarding the billing for her cat's surgery, and we would like to provide additional context to clarify our position.
  

  Firstly, it is imperative to note that our clinic has a strict policy of not providing medical cost estimates over the phone. Our staff are well-versed in this policy, and adherence to it is consistently monitored. We believe there has been a miscommunication in this instance, as our receptionists are trained and experienced professionals who understand the implications of giving premature cost estimations. Just like people, the full extent of injury and health of an animal cannot be determined until a proper examination by the doctor.  Once the doctor has had a chance to examine the animal an estimated cost can be ascertained.
  
  Secondly, we want to highlight the advanced nature of the surgical procedures we offer. For Ms. ****’s cat, we utilized state-of-the-art laser technology, which is known for providing superior results, minimizing pain, and reducing healing time. We believe in providing our patients with the best possible care, and the use of such advanced technology is a testament to our commitment to quality.
  
  The condition of Ms. ****'s cat's ear was indeed severe, and we took extraordinary measures to ensure the cat was treated promptly and effectively. Our team made special arrangements to accommodate the urgent nature of the surgery, which contributed to the overall cost.
  
  Most importantly, we are pleased to report that the surgery was successful, and Ms. **** has acknowledged the quality of the work performed. The well-being of our patients is our utmost priority, and we are glad to have achieved a positive outcome in this case.
  
  In light of this information, while we stand by our billing process, we are eager to engage with Ms. **** to address her concerns directly. We will thoroughly explain the detailed costs involved in employing advanced surgical techniques and the necessity of the procedures carried out given the severity of her cat's condition.
  
   Our practice values integrity and customer satisfaction, and we will strive to reach a resolution that is fair and satisfactory to all parties involved.