ComplaintsforColorado State University Veterinary Teaching Hospital

• Initial Complaint

  04/09/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Dog was taken in for an obstruction. Was Quoted a max amount of $10000. The vet botched the surgery and had to redo it running the bill up to $21000. The bill is 10 pages long of charges most due to the botched surgery.

• Initial Complaint

  01/06/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  On 12/28/2022 our dog Minnie had surgery at the Colorado State University Veterinarian Teaching Hospital. Upon learning that our dog would need surgery, my wife called and asked many questions. She was informed that the surgery would not be considered "urgent" and that no "urgent" charges would apply. She was also advised that this was NOT an add on, the department had an available appointment during normal business hours when surgery are conducted. Upon review of the itemized statement we found four charges to be inappropriate based on the numerous in depth conversations had about the quote and billing for such procedure. These charges included 2 line items which are tiled "urgent add on" totaling to $229. The other two are titled "Call back surgery tech..." totaling to $169.50. This was not a procedure that had to be completed the same day and we had several other options for later in the week. Therefore, had the pricing been communicated appropriately, we would have waited to have the procedure complete at a later time. My wife attempted to discuss these charges on site, but was told the manager was off who could discuss these with her. It's not fair for customers to be told NO additional "urgent" charges would apply and then be charged for that anyways. She was told the "call back surgery tech..." charges were because they had to call in additional technicians because this was an added surgery that was scheduled during non scheduling hours. This is not the case at all. When initially calling to get scheduled we were reassured they had a spot open and available. It seems CSU did not hold true to their word that there was an appointment available. Lastly I will say that when my wife put the 80% deposit down, she was told by the billing employee that the surgery would likely be even less than the deposit. It seems we were told many things that were not true. We own and operate a kennel, we see many veterinarians. We have never seen such lack of integrity.

• Initial Complaint

  03/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  In September of 2020, I drove my critically ill dog to Colorado State University Veterinary Teaching Hospital from Moab, UT. I was on the road in a motorhome at the time. I drove my pet there to see if they could offer any treatment that would ultimately safe its life. Upon the hospital examining my pet, it was determined that saving my pet was not a realistic option. We arranged to have my pet euthanized. A date and time was determined and I came to the hospital at the arranged time. PRIOR to my pet being put down, I requested my bill in full to pay in cash at that time. I knew I was going to be emotionally unfit to deal with the bill after euthanizing my guy plus I was on the road and really needed to settle my bill at the time. I waited in my car for the bill. Someone brought it out to me and I verified that the approximate $1300 bill was it. The employee that brought me the bill and took my debt card to pay that bill assuring me that this was the entire bill. I asked twice. Months later I started receiving a bill for right around $55. I called them to question and explain what had transpired the day I was there and paid the bill in full. They are continuing to charge me for that amount and have turned it over for collections. I am asking them to reconsider. This is not only cruel in my opinion but they are failing to recognize that I did my part in paying this bill in full. It is not the consumer fault that their bookkeeping system somehow doesn't allow customers to pay in full along with, in my case, assurances that I was in fact paying my bill in full. I really wanted to do that because I was completely emotional after my dog was put down and I knew I would be. Thank you in advance and I look forward to resolving this matter. ***** ****** ****************** ************

  Business response

  04/05/2022

  Hello Mr. ********,

  We truly empathize with Ms. ****** and the loss of her beloved pet in September of 2020. 

   

  Ms. ****** was sent monthly invoices starting October of 2020 and failed to send in payment for two items that were added by the laboratory.  In response to the letter received for ********, I have attached below our policy that is printed on all invoices/statements clients are given.  Clients also sign a financial consent form (blank form attached).  Clients are sent monthly statements and get notices and phone calls as they transfer to collections and again when they transfer to outside collections.

   

   

  This invoice reflects the current balance for this visit. Additional charges or credits may be applied

  up to 7 days after checkout. You will receive a revised invoice and the additional charges will be

  due at time of receipt.

   

  Any unpaid balance, plus a $25 handling fee, will be sent to CSU Commercial Accounts

  Receivable and will be due according to their statement. Failure to pay amounts due may result in

  the referral of outstanding balances to a collection agency in which you will be responsible for

  paying any late payment charges, collection agency fees up to 40% of the debt, and all costs and

  expenses including reasonable attorney fees that CSU incurs in its collection efforts.

   

  Make checks payable to CSU and reference the account number. If you have questions, or to pay

  by credit card, call ********* for small animal and ********* for equine and livestock.

   

   

   

  Senesa S*********  CVT

  Coordinator  - Service Excellence Department

  James L. Voss Veterinary Teaching Hospital

  Colorado State University

  Customer response

  04/12/2022

  Clay, 
  
  I have been on the road. And my Internet has not been very good.
  
  The reason I reject/decline the business position is due to me having explained at time of service and upon requesting my bill in full to pay immediately is that I was on the road and had no real home address. The address I provided and I stated at the time was a relative’s address and I never received nor did I plan on receiving any bills at this address. They required some address. It was all I had to tell them. 
  
  I was super clear about all of this the morning my dog was euthanized. That is why I requested and was told I was paying the bill in its entirety at the time of service. Due to the fact that I was living in my motorhome and had no home base. 
  
  I hope this provides the next step in this resolution process. 
  
  Thank you
  ***** ****** 

  Business response

  04/29/2022

  This debt is being pulled back from collections, will take about 1 week.
  
  Thank you

  Customer response

  04/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ***** ******

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