Response from the owner - 2 years ago
We are sorry that you recently had a bad experience with us. When your wife came in for your cat, the doctor recommended a course of diagnostics to get to the root of the problem. As you know from your previous experiences with us, we are happy to provide estimates for treatment, as we have done for your dog. However, your wife did not ask for an estimate and authorized the diagnostics. Cats who do not use the litter box appropriately can do it for a number of medical reasons, which requires diagnostic testing to determine. When your wife checked out, she saw the bill and did not have any questions about it. When you called later to question the bill, you made a statement that you would not be paying the bill. Only after that statement was made did we tell you that your account could be sent to collections- if, and only if, you did not pay your bill. We make every effort to accommodate our clients by allowing them to make payments; however, if they do not pay their bill and do not respond to our attempts to contact them, sometimes we do have to utilize a collection agency. We did not call your wife incompetent- we just pointed out that your wife had authorized the testing and did not have a problem with the bill. Additionally, after you called with concerns, we removed the tests that you did not want run (that had not already been performed).
If your wife had asked for an estimate, we would have been happy to provide one. If she felt the reasoning behind running the testing was not clear, we would have been happy to explain it further, just as we would have been happy to explain to you. We are also happy to offer alternatives if clients are unable to do the recommend course of diagnosis and treatment. However, when we suggest a course of diagnostics and the owner of the animal that is present in the room authorizes it, we have no reason to not go forward with the testing. We hope that this makes sense and would be happy to further discuss this with you.