High Peaks Animal Hospital

This client has already been through our collections process once, due to failure to pay amount owed within a day periodThis is why it was necessary for the client to pay an estimated amount up-front, prior to any surgical procedures being performedAn estimated
amount for a procedure is not
guaranteed, and the total amount owed may end up to be lessor more than the initial amountThe patient was admitted for a dental procedure, and unfortunately and unexpectedly our dental machine was leaking water and was not working properlyWe felt we could not perform an adequate
dental cleaning because of this and it would be unfair to charge the client for the cleaning at this timeThe client was still charged for anesthesia and the tooth extractionThe DVM explained this situation to the client, and stated that the client could return within a day period for us to perform the dental
cleaningThe client failed to schedule the dental cleaning within this day
periodThe client scheduled the dental cleaning almost months after the initial cleaning, and at this time we still did not charge the client for the dental cleaning even though she missed the deadline by a monthWe did charge for anesthesia the second time as wellThe client continually refused to pay the remaining balance and at the day period of no payment, as a courtesy I called the client before submitting the account to collectionsShe stated she should not owe us anything because it was our fault the machine broke and we needed to provide all of those services for free nowI repeatedly tried to explain that she did receive a free dental cleaning, but that we did have to charge for the anesthesia and any medications, and why this was necessaryI offered for her to come into the hospital so I could show her our accounting process and all of the invoices and payments in her accountShe did not want to do thisSo I told her I would printout all of the invoices and mail them to her, and once she had a chance to review them to call me and we could go over everything.That was the last I heard until receiving the letter from the RevDex.comWhile I do understand this situation was an inconvenience to the client, I feel we made every effort to make things fair to the client and patient and went out of our way to accommodate this client in a less than ideal situationI also made every effort to communicate and reach a solution with this clientAt this time,the client will be sent to collections and the account made inactiveThank you for your time, Bobbi L, Practice Manager, High Peaks Animal Hospital