ComplaintsforAustin Veterinary Emergency & Specialty Center

• Initial Complaint

  11/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Date of service 6/25/2021. Charge disputed $210.93.We paid a total of $2,600 for a surgery and our dog's leg is worse than it was prior to surgery. After paying in full for that surgery, and seeing our dog was not recovering the way the doctor said he would, we had a follow-up appointment where the doctor took additional x-rays. They wanted to charge us $210.93 for these **rays that wouldn't have been necessary had the surgery been successful. I didn't agree that I should pay more money solely because the surgery had not gone well. After discussing this with the doctor, I was told it was fine, I didn't have to pay for the x-rays and I was good to go. Soon afterwards, I get a **** in the mail and was then sent to a ******************* I've tried to settle this with ********, their account/billing manager. She was not helpful, told me there's nothing she can do and that we needed to pay the amount for the **rays. Absolutely no understanding, no trying to work with us, no care for customer service.

  Business response

  11/08/2021

  I have attached the discharge instructions that were provided to the patient's owners after the surgery was performed.  It explains that there will be follow up radiographs performed at an additional cost.  When the clients did not want to pay, our medical staff returned their pet and told them that management would follow up with them.  They were called multiple times regarding the **** and did not return our call.  We also sent the **** via email and they did not respond.  We then followed our company policy and sent the account to a collections agency.  We are sympathetic that they did not receive the outcome that they desired; however the claim that the radiographs were not an explained or expected expense as part of the surgery, is incorrect.

  Customer response

  11/09/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *********************************

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