![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforBartram Park Animal Hospital
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/17/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
Informed them of pet assure insurance and they responded that i must submit itemized bills myself. Insurance responded that they were supposed to credit insurance amount at time of services. Called them to discuss and they responded that since they did not note the insurance on their records then they would not honor the claim *** would not make any adjustments or refundBusiness response
05/17/2024
Dear Better Business Bureau,
We are writing in response to a recent complaint regarding the application of the Pet Assure discount program at our clinic.
The client visited our clinic with a terminally ill pet for services that are not covered under the Pet Assure discount program. It is important to clarify that Pet Assure is a discount program, not an insurance policy. We honor this discount program for certain services when clients present the appropriate documentation at the time of their visit.
Upon reviewing the client's account after speaking with her today, we found no documentation indicating enrollment in the Pet Assure discount program. This includes a separate pet listed under a different account belonging to her other son. All services and associated costs are approved by the pet owner before any actions are taken. During the client's visits, the Pet Assure discount was never mentioned to our receptionist. After discussing with the client today, she claimed she mentioned pet insurance, which may have confused our receptionist as we do not file any insurance policies in the clinic. We only provide invoices for clients to submit claims to their pet insurance providers.
We have apologized for any confusion this may have caused and appreciate the opportunity to address the situation. Moving forward, we have advised the client to present her Pet Assure information during future visits to receive applicable discounts.
Thank you for your understanding.
Sincerely,
*************************
Office manager
Bartram Park Animal Hospital
************
*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Contact Information
13760 Old St Augustine Rd Ste 119
Jacksonville, FL 32258-5492
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.