Complaints

• Initial Complaint

  05/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  I took my 2 dogs to see a new vet in my area in March of 2024. I told them the amount I was able to commit to spending that day and asked them to review all procedures with me prior to doing them, as I was on a very tight budget. They took my dogs back and treated them - I thought to what I approved them to do based on budget and urgency. When I went to check out, they said they had done the wrong items and done all items for ****** (one of my dogs) even though I expressed to them I would not be able to pay for it and did not approve this work be done. They apologized and stated they would not charge for me until my next visit. I have not had a next visit due to finances. Now, on 5/30, I got an email stating I need to pay that amount or it will be sent to collections on 6/7. I told them this is all news to me and I can pay it all on 6/21. They stated they do not allow billing changes and need payment by 6/7 to avoid collections. They could do 1/2 on 6/7 and 1/2 on 6/21. I let them know my account is currently overdrawn and I would be unable to make a payment until 6/21 but can commit to paying the entire thing then. I let them know no one gave me a billing due date and this is for work I never agreed to them preforming in the first place. They are now unwilling to work with me and are threatening collections, which with affect my credit and future which I am trying to avoid. I provided a date I could pay and they are unwilling to accept it, even though this was a mistake on their part I never agreed to in the first place and was given no date nor was I reached out once about this issue that is their fault. I am trying to do the right thing and they are being extremely unfair - for something they were never approved to do to begin with. I owe $166.44. I paid $178 for the work I did agree to in March.

  Business response

  06/04/2024

  Hello, I am writing in repsonse to this complaint made against Cascade Animal Clinic. I am ******, the Hospital & Credit Manager. 

   

  (SEE ALL ATTACHED COMMUNICATION BETWEEN OWNER) 

  Our client was in on 3/26/2024 for an exam, vaccinations were given at that time which by previous records indicated they would have been due 06/2024. These vaccines are perfectly safe to give ahead of time. At time of check out, out expressed she did not authorized vaccines to be given but did relay that she would pay for them at her next appointment in one month, which was on 4/30/2024. O cancelled with 3 hours of appointment time on 4/30/2024. When our staff reached the owner she was informed that balance was still owing & she would need deposit to re-schedule since our policy is 24 hr notice for all cancellations. O said at that time she would call back  I sent outstanding balance letter on 5/30/2024 since account was 60+ days outstanding. O up until 5/30/2024 has failed to even communicate or attempt to make any sort of paymant on her account. SEE ATTACHED. 

  Plese let me know if ther is anything else you need from us. 

  We hope to come to a resolution as we pride ourselves on a great business reputation. 

  Customer response

  06/13/2024

   
  Complaint: 21782189
  
  I am rejecting this response because:

  No resolution has been presented. The date of vaccines being given early or wether they were due at that time does not supersede the fact that I did not agree to the treatments/vaccines due to being financially unable to pay for them. I did not give a date of payment and did state I would pay by my next visit, which never took place - again due to financial reasons. The person you spoke with was not me but I was told the only information passed along was that a deposit would be required for the next visit. 
  

  I have offered to pay the full amount by 6/21 which seems to be a fair compromise given no dates were ever given or exchanged, the work was not agreed to, and no appointment happened and no contact was made prior to the email from you on 5/30 saying I had 1 week to pay or I faced going to collections on 6/7. 
  

  I am asking to pay on 6/21 instead of 6/7, when I a paid, and trying to make a payment and ask for reasonable extension be allowed given all the information I have received and shared. 

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

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