ComplaintsforEugene Animal Hospital ,PC

• Initial Complaint

  04/18/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I have been a patient(my dog) for 6 years and never had any payment/staff issues. We started taking our other dog there also, he was diagnosed needing a more extensive neutering surgery due to complication. They had quoted me somewhere around 300 dollars, I said great thats go ahead and have emails to prove that. When I went to check out of my appt they gave me a 600 dollar **** and they found out two people were quoting me two separate things but never quoting me together. This was august of 2021, two weeks before I had my daughter so I asked because we were not expecting the **** to double, if I could pay half at the appointment and then I gave them ALL my card information to set up up an auto payment for September 2nd 2021. Today 4-18-22 I get a call from the debt collector for the remaining amount. I have proof that all of this was taken care yet I was sent to collections. Since getting our second dog and using them for care, they have been negligent in letting us know when our animals are due for something at an appointment and then call me a month letter to set up said appointment when I was just there. I love 60 miles away and pack a baby. I am incredibly sad at this companies outcome, they have been nothing but trouble for almost 2 years. All my family who I referred also will be leaving the clinic. Thank you for your time.

  Business response

  05/13/2022

  ***************** (******) came in on 7-27-21 with her dog Jet for a routine neuter. After the doctor cleaned and prepped Jet for procedure she found that one of his testicles had not fully dropped- *********************************** At that point we contacted ****** and asked if she was ok with us moving forward with the procedure. She authorized and set up a pick up time for later that afternoon. At pick up she told us she could only put down $380 since she was originally planning on that amount. I (**** the practice manager) authorized that she could pay the rest($258) on a payment plan. Our receptionist took Vernoys card information for that days transaction(we did not keep it on file) for the $380 and printed off the remaining balance statement. ****** told us on 7-27-21 she would call back to set up a payment plan. She never called us back and when we reached out various times via telephone to number ************** we never received any communication back from ******. She states in her complaint that she set up a payment plan for September 2nd 2021 but if that was true why didnt she return our phone calls or reach out once she saw no money was being put towards remaining ****? I would love to see the proof she has that this was set up. As for the other complaint ****** mentions on our reminders for her pets- her partner *************************** was spoke to about these said reminders. Below I have attached a note from our system from 1-7-21 after contact with Cameron. 
  AO: 01-07-21 at 3:57p: O declines further DHPP and lepto at this time for P because he received multiple others at another clinic. Spoke w/*** and he said that they do still need to be boosted even though this last vaccine was at 16 weeks, it was too far past the previous VX, so it doesn't count as a second/annual. 
  Cameron said he understood all of this and still declines further vaccines
  Vernoys have not been to us since the 7/27/21 for the Retained ******** (Cryptorchidism)
  Its never a good thing to know we are losing a client/clients, but I dont believe we did anything that was absurd or unfair. I dont believe we had done anything to upset them prior to this so the statement that we have been trouble for the last 2 years is disheartening honestly. As a small business I really pride ourselves in how awesome my team has done through a pandemic and having to completely change our entire operations. We cant be perfect, but for a complaint to BBB I really dont feel was justified or necessary. 
  My receptionist **** last spoke with ****** when she called in after the collections had contacted her. ****** said to **** I am paying the creditor so you dont get all the money you are owed and only receive a smaller amount.  This to me was uncalled for. Many, many other Vet hospitals in town would have never allowed a payment plan. If you look into it, we are actually one of the few in Lane county who even allow payment plans still. So with that I hope you see we made an effort to help this client in working with her and allowing her over a year before even approaching her about her due balance. 
  Please call me on my cell if needed ************
  Thank you for your time.
  -**** Donahue 
  Hospital Director of Eugene Animal Hospital 
  

  
  

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