ComplaintsforFlowers Mill Veterinary Hospital, Inc.

• Initial Complaint

  03/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Started going to this vet as our vet moved to this location. We had shots and my dog was neutered there. We also boarded our dog several times there. The last time I went there I picked my dog up and we checked out. I paid my bill and was handed a receipt with a zero dollar balance. I started to get phone calls from this place telling me I owned 10 dollars. I really could not understand it. Once someone got me on the phone they said someone made an error and I owed 10 bucks. Again, my receipt said 0 due when I left. I started to get suspicious as to what was going on. Calls came at night not normal business hours so I finally said I think this is fishy and boarding or fraud. You can change your mind on what something cost after the fact. I asked to speak to a manager the next day. I was called by the manager ***** and she pretended not to know why I was calling. I had to go through the whole thing and she again said someone made a mistake and I was not charged the right amount. Again, I questioned why if someone made a mistake "how is that my problem?" You don't hand someone a 0 dollar bill and change your mind later. When I suggested that this was inappropriate and bordering on fraud/extortion. I was told by *****, that she did not like that and that I was no longer welcome. So I dared to question shady middle of the night phone calls demanding money and I am the problem. So now I have no vet because they could not get over someone would questions demands for money at all hours of the night and with no paperwork. They were like look at your bill it says 10 dollars due. Um I emailed the 0 dollar bill and they still "claimed" I owed 10 dollars. Shady, Shady Shady. And a shame because we love our vet.

  Business response

  04/13/2023

  She has been a client since October 2022. She has brought her puppy in for a couple exams/vaccines as well as a neutering. She also has used our boarding facility. This last time she boarded, the kennel attendant that was checking her out, made a mistake on the credit card machine and put in a wrong number so it was actually $10 less than what she owed. Our computer software that we use automatically puts the payment in as the amount owed unless the user changes it. My staff member did not know she made the mistake and put in the payment without changes and printed out the receipt. The next morning I caught the mistake while doing the daily balance sheet, our policy is that the staff member who makes the mistake, calls the client to explain and receive any additional payment needed. As our kennel works 7 days a week, it is not unusual for us to contact clients on the weekend. This initial phone call was made during the week and she did not answer. The employee then tried again on her next shift which was Sunday. At that time she spoke to the client and explained she made a mistake and the client wanted to talk to me the following day. She left me a message and I called the client Monday morning and left a message. She called me back in the afternoon and explained her side. I then explained how the mistake happened and as I was explaining, she cut me off and started to become rude and said it was fraud, I explained it was not because the services were completed and if she looks at her credit card receipt, the total will be different than that on the invoice printed out. I told her I always keep a copy of the receipt and am more than happy to email her a copy over. She then said I was personally extorting her for $10. She said the customer is always right and she shouldnt have to pay for another persons mistake. I calmly told her that if she truly believes there is fraud or she believes we are extorting her as she told me I was, that this relationship was not working out. I said the relationship between the client and the hospital needs to have 100% trust and confidence and it was obvious she was not feeling that. I told her I will send her, her records so she can find another vet who she will be more comfortable with and I would take care of the $10 balance.

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