Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
For reference, ***'s Hospital has confused the facts *** is an agent with my credit card companyOn July 17, 2017, while discussing a dispute I had filed with the credit card company over the phone, *** placed me on hold and called ***'s She then came back informing me that Dr*** was not available, the credit card company was closing the dispute, and I could pursue it directly with ***'s when Dr*** returned However, I'm not sure what relevance this or other phone calls mentioned in their response have on our claim We are not disputing phone calls We are disputing the duplicate expenses that we incurred for X-rays when we found it necessary to have them retaken at a veterinary emergency room where they had directed us X-rays had already been taken at ***'s 2-hours earlier and had been requested by the emergency room doctor After a lengthy wait, the doctor expressed concern about our dog's suffering as his condition was getting worse The doctor could not advise us without X-rays so that we could decide on the appropriate course of action Needless to say, we were greatly distressed and felt it necessary to have the emergency room retake the X-rays However, our family pet suffered for quite some time before we were able to make this determination and as we waited for X-rays that never came Importantly, this does not appear to be an isolated incident We are in contact with another family who recently experienced a similar situation involving ***'s and in their case their family dog not only suffered, but died without being euthanized This kind of negligence is very troubling and is why we simply cannot dismiss the case and excuse ***'s from accepting any responsibility No animal should ever have to suffer in this manner Our claim requests a refund of $which is the total that we paid for ***'s services for our dog on July 3rd As they have stated, the portion of this bill that pertains to the X-rays is $ We have asked for the full amount that we paid as the duplicate X-rays taken at the emergency room exceeded $ We do not disagree with ***'s that X-rays were necessary in their office However, the X-rays at the emergency room clearly were not necessary as we had just taken and paid for them at ***'s We do recognize though that had we gone directly to the emergency room with our pet, we may have avoided the charges at ***'s but would have still incurred the more substantial charges at the emergency room Therefore, we would be agreeable to reimbursement of the $X-ray expense that we paid to ***'s Regards,
Bear ***, a 12-year-old Lhasa Apso was seen at our
clinic by Dr*** on July 3, 2017.
He was presented for vomiting water, not eating for days and
diarrhea. On physical exam, he was found
to have difficulty breathing and a very rapid respiratory rate. Dr
*** recommended and performed
radiographs, fecal flotation and smear and a comprehensive blood chemistry
profile/CBC/Electrolytes. Radiographs
showed severe disease in his lungs with possible fluid accumulation in his
thoracic cavity. Based on the findings
of these diagnostic tests, Dr*** recommended referral to a specialty/
emergency facility for further diagnostics and treatmentDr*** informed
the owner of the patient’s poor prognosis, the owner’s debated between
euthanasia at our facility or seeking referral for additional informationThe
owner’s elected to seek referralDr
*** faxed the records, spoke to the referral facility emergency doctor
about the case, and emailed the radiographs to the referral facility. A short time later, the referral facility
called and said they did not receive the radiographs. Dr*** verified the email address and
resent the radiographs. We did not hear
from the referral facility again
On July 7,Mrs*** contacted the clinic requesting
reimbursement for the radiographs. She
was advised that we would not reimburse the cost of the radiographs because we
had performed the test and without the test we would not have known how to
proceed with our recommendationsAdditionally, Dr*** had sent the
radiographs twice after verifying the email address. As we had not heard back from the referral
facility we would have no way to know they had not received the
radiographs. We email radiographs
frequently to the referral facility with no trouble. Upon hearing that we would not reimburse the
cost of the radiographs the client stated that she was going to take her
business elsewhere and would be telling her friends how bad we areThe client
also stated that she was not done with the situation
On July 17,we received a call from an employee of the
referral facility, the employee said her name was ***She apologized for
making the call but said she had an upset client standing in front of her and
the client wanted her to call us to get us to reimburse the cost of the
radiographsThe technician who took the call advised *** that Dr***
the business owner would need to be involved in that decision and asked for a
contact numberDr*** called the referral facility and spoke with the
receptionist and the office manager regarding this phone callThey stated that
they did not have a *** in their employment and no upset clients in the
office that dayThey had no idea what we were calling about
On July 20, a phone call was received asking for the
same technician who had taken the phone call on July 17, When asked who
was calling so that technician could be brought to the phone the person calling
said “she wouldn’t know me, it’s regarding a call from last week.” After asking if the technician had called the
caller last week so it could be referenced in asking the technician to come to
the phone we were advised that it was in reference to a credit company calling
regarding disputed chargesAfter asking for information for the credit card
company so Dr*** could return the call to the credit card company we were
informed that the credit card company was no longer involvedAt that point the
caller identified himself as the clientHe said that he spent $dollars on
radiographs and was pursuing reimbursementThe client said if he did not hear
anything within a week he was going to take the next step in pursuing the
matterThe technician advised him that Dr*** was out of town until the
next Friday and he would not hear anything until thenHowever, he filed this complaint on July 20, prior to Dr*** having an opportunity to speak with the client
I am enclosing a copy of the invoice totaling $The
cost of the radiographs, which we are not willing to reimburse as the test was
performed and gave us the necessary information to pursue the next step, was
$The owner is requesting a refund not only for the radiographs but for
the exam, fecal flotation, fecal smear, and bloodwork performedThe treatment
recommendations made, including referral to a facility with advanced
diagnostics/imaging, with the use of these diagnostics were appropriate and
agreed to by the client
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** and have determined that this proposed action would not resolve my complaint
For reference, ***'s Hospital has confused the facts *** is an agent with my credit card companyOn July 17, 2017, while discussing a dispute I had filed with the credit card company over the phone, *** placed me on hold and called ***'s She then came back informing me that Dr*** was not available, the credit card company was closing the dispute, and I could pursue it directly with ***'s when Dr*** returned However, I'm not sure what relevance this or other phone calls mentioned in their response have on our claim We are not disputing phone calls We are disputing the duplicate expenses that we incurred for X-rays when we found it necessary to have them retaken at a veterinary emergency room where they had directed us X-rays had already been taken at ***'s 2-hours earlier and had been requested by the emergency room doctor After a lengthy wait, the doctor expressed concern about our dog's suffering as his condition was getting worse The doctor could not advise us without X-rays so that we could decide on the appropriate course of action Needless to say, we were greatly distressed and felt it necessary to have the emergency room retake the X-rays However, our family pet suffered for quite some time before we were able to make this determination and as we waited for X-rays that never came Importantly, this does not appear to be an isolated incident We are in contact with another family who recently experienced a similar situation involving ***'s and in their case their family dog not only suffered, but died without being euthanized This kind of negligence is very troubling and is why we simply cannot dismiss the case and excuse ***'s from accepting any responsibility No animal should ever have to suffer in this manner Our claim requests a refund of $which is the total that we paid for ***'s services for our dog on July 3rd As they have stated, the portion of this bill that pertains to the X-rays is $ We have asked for the full amount that we paid as the duplicate X-rays taken at the emergency room exceeded $ We do not disagree with ***'s that X-rays were necessary in their office However, the X-rays at the emergency room clearly were not necessary as we had just taken and paid for them at ***'s We do recognize though that had we gone directly to the emergency room with our pet, we may have avoided the charges at ***'s but would have still incurred the more substantial charges at the emergency room Therefore, we would be agreeable to reimbursement of the $X-ray expense that we paid to ***'s Regards,
Bear ***, a 12-year-old Lhasa Apso was seen at our
clinic by Dr*** on July 3, 2017.
He was presented for vomiting water, not eating for days and
diarrhea. On physical exam, he was found
to have difficulty breathing and a very rapid respiratory rate. Dr
*** recommended and performed
radiographs, fecal flotation and smear and a comprehensive blood chemistry
profile/CBC/Electrolytes. Radiographs
showed severe disease in his lungs with possible fluid accumulation in his
thoracic cavity. Based on the findings
of these diagnostic tests, Dr*** recommended referral to a specialty/
emergency facility for further diagnostics and treatmentDr*** informed
the owner of the patient’s poor prognosis, the owner’s debated between
euthanasia at our facility or seeking referral for additional informationThe
owner’s elected to seek referralDr
*** faxed the records, spoke to the referral facility emergency doctor
about the case, and emailed the radiographs to the referral facility. A short time later, the referral facility
called and said they did not receive the radiographs. Dr*** verified the email address and
resent the radiographs. We did not hear
from the referral facility again
On July 7,Mrs*** contacted the clinic requesting
reimbursement for the radiographs. She
was advised that we would not reimburse the cost of the radiographs because we
had performed the test and without the test we would not have known how to
proceed with our recommendationsAdditionally, Dr*** had sent the
radiographs twice after verifying the email address. As we had not heard back from the referral
facility we would have no way to know they had not received the
radiographs. We email radiographs
frequently to the referral facility with no trouble. Upon hearing that we would not reimburse the
cost of the radiographs the client stated that she was going to take her
business elsewhere and would be telling her friends how bad we areThe client
also stated that she was not done with the situation
On July 17,we received a call from an employee of the
referral facility, the employee said her name was ***She apologized for
making the call but said she had an upset client standing in front of her and
the client wanted her to call us to get us to reimburse the cost of the
radiographsThe technician who took the call advised *** that Dr***
the business owner would need to be involved in that decision and asked for a
contact numberDr*** called the referral facility and spoke with the
receptionist and the office manager regarding this phone callThey stated that
they did not have a *** in their employment and no upset clients in the
office that dayThey had no idea what we were calling about
On July 20, a phone call was received asking for the
same technician who had taken the phone call on July 17, When asked who
was calling so that technician could be brought to the phone the person calling
said “she wouldn’t know me, it’s regarding a call from last week.” After asking if the technician had called the
caller last week so it could be referenced in asking the technician to come to
the phone we were advised that it was in reference to a credit company calling
regarding disputed chargesAfter asking for information for the credit card
company so Dr*** could return the call to the credit card company we were
informed that the credit card company was no longer involvedAt that point the
caller identified himself as the clientHe said that he spent $dollars on
radiographs and was pursuing reimbursementThe client said if he did not hear
anything within a week he was going to take the next step in pursuing the
matterThe technician advised him that Dr*** was out of town until the
next Friday and he would not hear anything until thenHowever, he filed this complaint on July 20, prior to Dr*** having an opportunity to speak with the client
I am enclosing a copy of the invoice totaling $The
cost of the radiographs, which we are not willing to reimburse as the test was
performed and gave us the necessary information to pursue the next step, was
$The owner is requesting a refund not only for the radiographs but for
the exam, fecal flotation, fecal smear, and bloodwork performedThe treatment
recommendations made, including referral to a facility with advanced
diagnostics/imaging, with the use of these diagnostics were appropriate and
agreed to by the client