ComplaintsforRiver Run Veterinary Hospital
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Complaint Details
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Initial Complaint
05/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Paid $510 in advance for my 16lb Pug to be spayed on 3/15/22z Received 2 estimates of $363total for the pre screening bloodwork, the procedure and aftercare. Two hours after I had dropped my dog off for surgery I was informed that it would now cost between 699-734 total . My dog did not have complications and I was not given a reason for the abrupt increase. I Canceled the surgery. I was not refunded.Business response
05/19/2022
Attached are documents regarding *** ******'s complaint.
Owner had a no show balance of $20.00 for not showing up for a prior appointment on 8-12-21.
Owner called on 2-21-22 to schedule pet for a spay procedure. Owner requested pet be seen for her pre-op exam and pre-operative lab work the day before the procedure because owner would be traveling from out of state to bring pet to the hospital for the appointments. On 2-21-22 owner requested to pay for Spay procedure up front via phone call. Owner scheduled pre-operative exam for 3/14/22. An amount of $510.00 was collected and an amount of $20.00 was deducted from this amount for the prior no show balance. There was a remaining amount of credit for $490.00 which the owner was informed about.
Owner showed up for appointment on 3-14-22. Attached invoice for the pre-operative exam, pre-operative lab work, an in house cytology (pet diagnosed with ear infections), medication to go home with to treat the ear infections, and pre-medication-oral sedatives (********** and *********) to administer for future appointments-surgery because pet bit veterinary technician unexpectedly when technician went to pick up pet. An estimate was created for the spay procedure for the following day including preventative vaccines and preventatives for flea, tick, heartworm, intestinal parasites (********* Trio-6 month supply). The estimate was for the Spay procedure and the preventatives as stated. The treatment plan was discussed with the owner on the day of the surgery including all of the above.
On 3/14/22 appointment as described above an amount of $239.50 was deducted from the prior credit balance of $490- leaving the credit balance at $216.75.
Unfortunately I can't attach this because I can only attach 4 documents.
The spay estimate was as follows: This was copied and pasted from the pet's record.
Title
Expiration Date
Patient Weight
Unit
kgs
Date Recorded03/15/2022
Description
Quantity/Dose
Min Quantity*
Max Quantity*
Price
Actions
Pre-operative Exam (Bundle) for Surgical Procedures $0.00 - $0.00
Decline
Pre-operative Sedative $0.00 - $0.00
Decline
********** - 0.5 mg/ml ml(s) $0.00 - $0.00
Decline
******** - 100 mg/ml ml(s) $0.00 - $0.00
Decline
************* injectable (Surgical) - 0.3 mg/ml ml(s) $0.00 - $0.00
Decline
*********** (Sedation-Premedication) - 10 mg/ml ml(s) $0.00 - $0.00
Decline
******** - 28 mg/ml ml(s) $0.00 - $0.00
Decline
Surgical Intravenous Catheter $0.00 - $0.00
Decline
Surgical Intravenous Fluid Therapy $0.00 - $0.00
Decline
Surgical Anesthetic Monitoring$0.00 - $0.00
Decline
Anesthesia - General (First Hour) $0.00 - $0.00
Decline
Microchip Implantation $0.00 - $35.00
Decline
Nail Clip Complementary $0.00 - $0.00
Decline
Post Operative Laser Treatment $0.00 - $0.00
Decline
Surgical Hospitalization $0.00 - $0.00
Decline
Post Operative Pain Medication $50.00 - $50.00
Decline
******* - 50 mg/ml ml(s) $18.00 - $18.00
Decline
Medical Waste disposal fee $5.00 - $5.00
Decline
Spay - Canine 21-40lbs $334.00 - $334.00
Decline
Rabies Canine 3 yr $25.00 - $25.00
Decline
***** VetLab Station SNAP 4Dx Plus $43.00 - $43.00
Re-Approve
***** 3 wk $35.00 - $35.00
Decline
Lyme 3 week $40.00 - $40.00
Re-Approve
********* Trio 22.1- 44 lb (6 months)
$149.00 - $149.00
Re-Approve
Add Product
Low High Estimated Subtotal $467.00 - $502.00
Estimated Discounts $0.00 - $0.00
Estimated Taxes $0.00 - $0.00
Total Estimated Charges $467.00 - $502.00This original estimate emailed to the owner had a mistake on the estimate which was discussed with the owner during the phone call on the day of the procedure. The owner requested verbally with myself, Dr. Jessica W****** that the preventative vaccines, and heartworm medication be done on that day, during the appointment on 3/14/22. This is documented in my medical record notes.
I'm not sure where the owner is getting the cost of $699-$734. This is not anywhere in our medical record notes or documents discussed with the owner.
The owner had a credit balance of $216.50 which was refunded to the owner on 3/15/22- attached document above. Below is the transaction amounts.
02/21/2022 Paid **** Reference # ******* Invoice # **** Credit Balance $510.00
08/12/2021 No Show Balance of $20.00 Invoice # **** Checked Out 02/21/2022 $20.00
03/15/2022 Paid Credit Balance Invoive # **** $33.75
03/15/2022 Paid Credit Balance Invoice # **** $239.50
03/15/2022 Refunded Other Credit Balance -$216.75
If you would like any further documents please feel free to reach out to us and we can send.
Thank you!
Dr. Jessica W******
Customer response
05/21/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
Complaint: ********
I am rejecting this response because: the documents and account provided by River Run are not accurate and do not match the documents they originally sent to me; meaning they were created to support their claim. A few points were accurate:1) I received a refund of $200 on 3/25/22.
2) I did owe a $20 no show fee, bringing my prepayment to $490.
I would like the remaining $290 refunded.
I would also like River Run to run an honest business and stop scamming pet owners.
Regards,
*** ******
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.