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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Westford Veterinary Emergency and Referral Center makes choices based on how much money they can get from their customers. They do not make choices based on what is best for the animal like they claim. They also overcharge by 200% on common items that are used often in order to maximize their profits. They also give an estimate before doing anything only to not adhere to that estimates prices. They also claim they will refund any unused money charged to a care credit card but will instead make sure they take as much as they can from it so they don't have to.We brought in a dog to be checked. During the whole process they made many mistakes. Our dog needed a blood transfusion and instead of typing his blood first they gave him a transfusion causing him to react to it. This in turn cost us more money and risked out pets life. Only after the failed transfusion did they do a blood typing. ***** claim's he went into cardiac arrest before being put under anesthesia but we received a call from the doctor saying he went into cardiac arrest due to the anesthesia after it happened. We have multiple charges on our final invoice that are either being over charged or charged for things that didn't happen. The doctor told us that the biopsy we were going to have was unable to happen because they needed to sew our dog back up after surgery. We have a charge for that biopsy even though the doctor told us it didn't happen. We were estimated one price for surgical supplies but on the final invoice we were given a higher price for the same thing that was estimated. Our dog was given a basic blood glucose test every hour for 16 hours. That test costs $8 ea but we are being charged $20 per test. This is how they make most of their money. They charge exorbitant prices on basic items that are used often to take advantage of people. I have also tried to get in contact with them multiple times and given them timeframes to call me yet they always avoid and try calling during times I can't.Initial Complaint
08/06/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 31, 2022. Brought my daughters cat to vet. Bill under ***********************. Pet name POODY. Rec'd and an est. of $ ******* - *******. Had to put dep. of *******. From that est. two amts charged were not used. Not only have not rec'd a final bill we do not agree on the final amount. Did not have the xray sent of -$150. and the medications to go home was $68.00 not ******. So I feel if you the take estimate of ******* and minus out 150. and ******. (160. -68 = *****) When I went to school the balance is $1131.83. ***** said it is *******. I am still waiting after a number of calls to ***** in billing for a hard copy of the final bill.
Business response
08/10/2022
*****, billing supervisor, spoken to client five times (once on 8/1, three times on 8/4 and once on 8/5). Everything is documented on our EMR. Client left owing us money. ***** spoke to ***** (Hospital Manager) about the $150 STAT fee and was told to refund client. ***** let ******************** know we would not be charging her the $150 stat fee and explained everything regarding the medication multiple times. The estimate versus the invoice is her main concern. On my last e-mail I sent her the first paragraph on the (signed) estimate which states client is responsible for all fees incurred on invoice included or not on estimate. On 8/4 I e-mailed copy of the statement (which includes all charges, payments and refunds). Client called stating she didn't receive it - ***** e-mailed copy of invoice & $150 stat refund invoice to e-mail on file (her daughters email which we advise that was the email we had ). Again she said she didn't receive it - I resent the original e-mail w/copy of invoice and $150 stat refund. Despite her yelling at me on the phone, I have calmly explained everything to her. ***** requested a different email just in case, but was not provided with one. Total invoice is $217.17 less than high end of estimate. ***** has done her best to assist. Please advise how we can help with this situation.Customer response
08/12/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
As you can see the total of est. is $1373.83. ***** claims in the response the est. will be _-$217.17. That *** is ******* per ******. ***** did not take into consideration in the est. I was billed ******. .Now that would leaves the meds costing me ***** NOT 67.17 I am owed 25.66. Already Pid ****.and 126.29. Please issue creit of 56.66
Business response
08/22/2022
Hello ******************. Thank you for reaching out in regards to your billing concern.
We believe the confusion *** lie in the estimate versus the actual final invoice provided based on your pet's care during their visit.The estimate, which was provided prior to care and signed,approximates the cost of the visit. It does not include any treatments that *** be deemed necessary upon the examination and commencement of the included treatments. ******** care provided can go above the estimate, while others it can be below depending on the level of care your pet needs once they are in treatment. The invoice, which shows the care your pet received during their visit, represents your final bill. Your estimate ranged from $1207.75 to $1373.83 and your deposit was in the amount of $1030.37. While you put a deposit down based on the estimate, you were billed for the invoice amount, which was ultimately below the estimate. Because your final invoice came out to $1156.66,you were charged $126.29 to cover the difference between the deposit and the invoice.
We truly hope that this explanation addresses your concern and that your pet if feeling better.Customer response
08/23/2022
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
FAQ
Regards,*****
PLEASE SEE ATTACHED DETAILS REGARDING OVER BILLED 25,66. PLEASE DO THE ***** THIS IS HOW I SEE IT. THANK YOU.
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