ComplaintsforFrontier Village Veterinary Clinic

• Initial Complaint

  09/21/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This transation is from September 20, 2022.I authorized the clinic to charge up to 500$ for services. They charged 651$ to my care credit card account.The business committed to providing me services not exceeding 500$, as per a form I signed before services. It was not until they showed me the receipt that I realized they charged over 650. All I wanted was an x-ray to make sure my dog was ok. They ordered a series of tests of which I never asked for or authorized. I have make contact multiple times to try to resolve the dispute. They say I need to speak to the 'hospital manager', but whenever I call for her she is always 'busy' and can not talk to me. She has failed to return any of my calls. This is for account # *****. Invoice # ********* resolve this would like to have charges for services of which I did not authorize refunded. That amounts to $269.25. Short of that the only other resolution I will accept is a refund of anything exceeding the 500$ on the document I signed with them. That amounts to $150.71.

  Business response

  10/14/2022

  This patient was seen as an emergency at our hospital on 9.20.2022, the form that the owner filled out was our emergency services authorization form that does ask for authorization for up to $500, to stabilize critical patients, (I authorize fees up to $500.00 for Frontier Village Veterinary Clinic (staff and veterinarians), to stabilize my pet in this emergency assessment and treatment.  This may include, but is not limited to: exam, emergency fee, treatment for shock (IV fluids, pain management),oxygen administration and any initial diagnostics deemed necessary.  This is only for the initial assessment of critically ill or injured pets.) It clearly states this amount is only to cover the initial assesment and does not include all services. When the doctor came out to speak with the owner after the initial exam, the owner stated "Do whatever you can to make him feel better" The doctor then went through each item verbally that she was recommending for diagnostics and treatment and owner approved verbally. Owner was told the total invoiced amount verbally before running the card through the care credit terminal. Owner only became upset about the balance after he was already charged out, the hospital manager was out of the office at this time and did not return until 9.22.2022. The owner was called by hospital management on 9.22.2022 and a voicemail was left for the owner, there was no response back from the owner. 

  Customer response

  10/17/2022

   

   

  Complaint: 18059817
  
  I am rejecting this response because:.

  Multiple reasons.  One, I never said to the staff "do whatever you need to make him feel better".  That is just a flat out lie to cover their tracks.  I would like to see the consent form of which I signed. The initial exam is 195$ as clearly stated on invoice.  When I gave verbal consent I was not informed of how much I would be charged for services , had I been my answers would have been different.  I remembered the paper I signed as they were running the card and asked them to stop at that moment. They refused so I refused to sign the receipt.  The vet clinic has absutely nothing from us authorizing the charge, therefore it is invalid.  I have asked them to call my phone number and they continually try my wife, even though I instructed them not to.

   

   

  
  
  Sincerely,
  
  *************************

  Business response

  10/21/2022

  I have attached a copy of the emergency treatment authorization form, as well as the itemized invoice for all services provided. The doctor that saw **** that day stated that you had made that statment to her so it was included in the notes in his file and included in the explination but if you feel that was not said we can strike it from the record. I apologize for calling your wifes number, she is the primary on the account so that is the first number we call when discussing patients. All services were gone over verbally by the doctor in the lobby and provided and the amount was verbalized by the receptionist before charging the care credit card, only after it was charged did you dispute the charge. 

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