ComplaintsforRaintree Pet Resort

• Initial Complaint

  12/14/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my *********************** Terrier MyKayla back in on August 4th, 2021 to have her have a 24-hour fasting x-ray along with they did blood work and that **** for $189 was paid with Care Credit I recently received a **** from Raintree saying that I did not have that paid with a collection fee attached to it we took that **** back down to them to resolve the issue which they kept,, they said they would look into it, I then received the first part of November a **** from a collection agency I called them and told them I did not owe that **** and also called Raintree again to tell them I did not owe that **** that it was already paid by Care Credit, they informed me that the owners sold the business 2 weeks ago but still my veterinarian is still there and that she would pass it along and have ***** get back with me, however rMackenzie who was the person I spoke with called me back within an hour and told me that she had the opportunity to speak with the past owners and they told her that once it goes to collections there's nothing they can do and that I should pay the **** as quickly as possible because it will just keep getting larger I don't owe the **** it was paid on the date of service August 4, 2021 so I have tried numerous times to resolve this situation and they don't want to resolve it therefore I informed ******** that since she said that there was nothing they could do or she could do I told her fine I can do something and file a complaint with the Better Business Bureau I would like this resolved because I do not owe the **** it was paid on the date of service August 4th 2021 by CareCredit, I do not owe them 189 or the ****** that I received from a ***************** I would like to file a formal complaint because who knows how many people this has happened to thank you for your time and I look forward to hearing back from you

  Business response

  12/30/2021

  Dear BBB,

   

  Thank you for the opportunity to respond to complaint # 16192029.

  This customer was in for medical services on 8/4/2021.  At that time, she paid $189 using her care credit account.  She also had an additional invoice for a progress exam and radiographs in the amount of $264.  Attached, please find copies of both invoices.  I have also included a payment and invoice history showing her care credit payment and her two additional charges which remain unpaid. 

   

  Our records show the following attempts to contact this client:

  1. 8/31/2021 Emailed an invoice.  A hard copy was sent via regular mail. 
  2. 9/27/2021 Emailed an invoice.  A hard copy was sent via regular mail. 
  3. 11/1/2021 Sent final email showing a collection fee and sent into collection.  We placed her account in collection on 11/9/2021. 
  4. 11/29/2021 We received a call from the client after she received a notice from our collection company.

  Attached please find a record showing our attempts to contact this client.

     

  As you can see, we made three attempts to contact this client before her account was placed in collection.   She never responded until she was contacted by our collection company.  Our collection company was using the same contact information as we were so its interesting to me that she made a choice not to respond to our attempts to contact her. 

   

  Currently this client owes us a total of $394.87 including the collection fee. 

   

  Sincerely,

   

  ***********************

  Raintree Pet Resort+ Medical Center

  Customer response

  01/03/2022

  I do not accept this business response because it wasn't that we contacted them after the collection agency I contacted them after I received a invoice that was questionable took it to them and was told they would check into it and get back with me they never got back with me and that's when I was contacted by the collection agency my dog was never seen on the 6th of August by them. She was seen on August 4th by **************** (Who I spoke with on the phone),, at which time the x-rays were taken and he referred us back to the *************** because they don't do endoscopic there. which we took her back to so I don't know where they came up with this invoice which was why we took it down there as questionable and if they did try to contact me as they say it is known but they did not send any information to the correct email address they had that wrong they did not try to call me at a phone number because the phone number was incorrect also I got all that information from the collection agency here recently so I do not accept their explanation I do not owe that money and I do not intend on paying that because I don't owe that thank you. FYI I don't have the August 4th invoice because it was never given back.

  Business response

  01/04/2022

  This client admits that x-rays were taken.  As you can see in my previous response, the x-rays were never paid for.  We sent multiple bills and reminders including a warning about the collection action.  She never responded to anything until about ten days after we sent the account to collections.  

   

  Sincerely.

  ***********************

  Customer response

  01/04/2022

  As I stated in my previous response yes X-rays were taken on the 4th of August 2021 and that is what we paid for with Care Credit of $189 there was no further follow-up on the 6th of August as they are stating from their invoice that was received by myself and was taken to their office to find out what it was all about and was told they would find out follow up and get back with me they did not get back with me as they are stating for one reason possibly they have the wrong phone number wrong email address as I stated in my previous response I do not owe this money because my dog was not seen on the 6th of August. On the 4th of August X-rays were taken and I spoke with Doctor ****** and he recommended that we go back to the emergency vet hospital to have them follow up with the endoscopy he didn't see anything on the x-rays but did recommend we take my dog back for a follow-up thank you

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