ComplaintsforQuakertown Veterinary Clinic

• Initial Complaint

  12/16/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I contacted this business to inquire about cremation services for my cat, I specifically requested information regarding a payment plan or extension of payment due to Financial problems surrounding my vehicle and housing. I asked specifically how much time I would have to make payment as I knew I wouldn't have the funds for some time and was given a vague answer along the lines of don't worry, you'll have time to pay and we'll work with you. When I arrived to the facility, I was told to wait outside so I was unable to ask additional questions nor was there any info stating that I had a set timeframe to make payments or that collections would ever be involved. Well they were dishonest, I have since received a notice from collections stating that I owed a larger than discussed amount and when I contacted the hospital and spoke with a ******, she had absolutely no remorse and with a condescending tone stated you requested a service and we followed the proper procedure but completely ignored the part where I stated that I was not informed of any timeframe at the time of my call and had I known collections would ever be involved in this I wouldn't have agreed to the service especially when I made it known from the start that I did not have enough funds and had on going financial troubles.

  Business response

  01/20/2023

  ******************** would have been told we could help her when she called as we have payment agreements available. ******************** may have been asked to wait in her vehicle until a room was available, only because it can be extremely upsetting to sit in a waiting room during our emergency hours, with an already deceased pet.
  
  When ******************** came into the building she had ample opportunity to speak with someone about our payment agreements. We do have a protocol in place and are happy to help clients who may be struggling financially and to help meet their needs. At no time would ANY of our staff (nor do I know of any other business who would provide services and accept a verbal promise to pay when “I” can) – not advise a client of a payment agreement when asked.
  
  ******************** states in her complaint that she didn’t have chance to talk to anyone but did speak with staff and she did sign the cremation papers, she failed to initiate that conversation at that time. We would never ask a client signing cremation paperwork in the room, how are you going to pay? – it would be insensitive at such a time of grief. After that paperwork is signed, and we have taken the pet away, clients go to our “Check- Out” desk and at that point either pay OR explain their situation and a Payment Agreement is discussed and signed.
  
  Clearly ******************** just left the building and walked out without initiating that discussion. Even if grief was too overwhelming, which we completely understand, one would assume that the client would call in the next few days to arrange something.  That paperwork is to protect her and us. I know of no other business that would let you do this either, just walk out but our business is very sensitive and we care enough to understand this.  After this, ******************** was sent statements and an overdue 60 and 90 day letter. Also a phone call to her on 9/20/22 was ignored. At no point after simply walking out of our building OR after receiving the statements did ******************** call us OR make any payment, no matter how small. ******************** also ignored the 60 day letter and only called us to complain about the threat of being sent to collections after her 90 day letter.
  
  Still, ******************** did not make any payment.  Not even $10 or $20 to show good faith, nor would she sign a payment agreement. The invoice sent to collections is $424.50 that is the collections fee that we are charged by the collection agency, this is passed onto the client.
  
  **. ********* complaint is not truthful and not remotely acceptable. She made no attempt to sign any agreement paperwork or ask about it, and then no attempt to call us to make an arrangement after the fact.
   
  
  Thank you for your kind consideration and time, we appreciate all that you do. If you need anything further for your investigation, please let me know.
  
   Sincerely
  
  ****************** – Customer Service Manager

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