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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to think I don’t actually owe this money?

58 replies

shamalamalam · 20/09/2018 09:58

Our dog has a condition which is treated with medication. He’ll be on the medication for the rest of his life and has to have regular tests to make sure it’s all working properly.

Last time we had the test, our vet mentioned there was a different way of testing that she was going to use the next time it was due. With the old test he couldn’t have his medication on the morning of the test.

A couple of weeks ago I phoned to book him in for his test - explained to the receptionist exactly what I was booking him in for and checked what I should do regarding his medication for that day. She wasn’t sure so was going to check and ring me back to book the appointment.

She rang me back, told me he had to have his medication 2 hours before the test. He has it with his breakfast at 7am so we booked him in for a 9am appointment (last Friday).

All sorted.

Took him for his appointment, only to be told by our vet that he couldn’t have the test as he’d had his medication that morning and it needed to be clear of his system for at least 24 hours. Told the vet that we’d been informed he had to have the pill 2 hours before the test, she checked on their system and saw that the receptionist had made loads notes confirming all this.

Go out with the vet to reception to book him in another appointment for the test (she works in other branches too so wanted to be sure where she’s be before we booked anything). Book it all in then go to leave.

Receptionist then mentions I need to pay the bill - I ask what bill? I didn’t think I owed anything, she replied the bill for the consultation today. I point out that the vet didn’t do anything, they gave us incorrect information so I didn’t feel I should pay anything. Receptionist continued to argue, but even vet agreed and said there’s be no charge, so I went on my way.

Yesterday I received a letter threatening court action if I don’t settle the bill and informing me that the new appointment (which is tomorrow) will be cancelled if I don’t pay it. Give them a call this morning, assuming it’s a mistake and they hadn’t cleared it off the account or something, and no, I have to pay it or they won’t see doggo tomorrow.

I’m waiting for someone more senior to call me back (our vet isn’t in today) but I’m not unreasonable to think I don’t owe this am I? It’s like talking to a brick wall.

At the same time though, doggo needs this test

OP posts:

Original poster

shamalamalam · 20/09/2018 10:00

God, that’s long, sorry.

Lon story short - vet receptionist gave us duff information meaning our dog couldn’t have a test but still want to charge us the consultation fee

AIBU to refuse to pay it

OP posts:

Idontbelieveinthemoon · 20/09/2018 10:02

YANBU at all, but I also think I'd pay it if they're particularly good Vets because they're like gold dust around here and I'd prefer to keep the peace.

Is there a practise manager you can speak to about it to decide what to do next?

Confusedbeetle · 20/09/2018 10:04

I think I would pay it and then talk to the vet who acknowledged the mistake. They may credit you

HisBetterHalf · 20/09/2018 10:05

bloody right I would refuse. The notes are on the system explaining its CF receptionists error for giving duff advice.

onalongsabbatical · 20/09/2018 10:05

No, you're not being unreasonable at all, they cocked up and now someone junior thinks you should pay while the person who knows says not. Stand your ground would be my advice, why not send an amended version of the above via email? i can see how awkward it is with there being a further appointment tomorrow and MAYBE you should pay in order to get that appointment but you could put it in writing that you are paying under duress and disagree with the bill and intend to claim it back after you have confirmation of the situation from the vet.
FWIW I'm having a similar barney with my dentist this very morning!

HopefullyAnonymous · 20/09/2018 10:05

How much is the bill? I don’t think you owe it, no. Is it possible to book him in elsewhere just for tomorrow to give you a little more time to resolve things?

AugustRose · 20/09/2018 10:06

Of course you shouldn't pay if they made the mistake. It seems odd that they would send a letter threatening legal action so soon.

PermanentlyFrizzyHairBall · 20/09/2018 10:07

YANBU. Of course you shouldn't pay - they should have apologised for wasting your time by going to the appointment in the first place.

ektomarie · 20/09/2018 10:11

Did you tell them that Vet First Name Last Name told the receptionist to take the charge off your account on X date? Insist they speak to their staff and sort out their internal admin mistake. Add you expect an apology for threatening their repeat customers with legal action and refusing to treat an animal due to their internal admin errors.

wowfudge · 20/09/2018 10:15

No way should you pay this: their cock up, their cost. We had a situation with a vets recently where we were quoted a price for a treatment, in writing, and it was wrong. We asked for a refund of the higher difference they actually charged us. Eventually they said they would refund us. In fact I'd go so far as to say that trying to charge for the consultation is against consumer law because they should have broken down the price you were told into its different elements if they want to charge for the time alone. Put your complaint in writing.

Original poster

shamalamalam · 20/09/2018 10:18

Thanks!

We’re just going round and round in circles - I’m honestly beginning to wonder.

I’m waiting for someone to call me back

I don’t really want to move his vet, the actual vet has been pretty good with his condition and I’m not sure if a different surgery would be willing to just do the test.

I’m inclined to just pay it then get it deducted from the bill tomorrow, but the receptionist who is insisting we pay it is the person who gave us the duff info and is being extremely rude and unpleasant about it all, so I doubt she’d agree to deducting it. She’s the senior receptionist

OP posts:

CoraPirbright · 20/09/2018 10:26

Even if she is the senior receptionist, its not her call!! She sounds bloody awful - a charming mix of ineptitude, rudeness and officiousness (if that’s a word).

DukeOfSussex · 20/09/2018 10:27

Obviously you shouldn't pay, in any other business you'd get money off the "service" because you had been inconvenienced.

deste · 20/09/2018 10:29

I was charged for a consultation on top of the fee for asking if the dog was overweight.

Buswankeress · 20/09/2018 10:30

Sounds like she's aware she's made a mistake and doesn't want to get into trouble for it, by making you pay possibly she won't. I'd refuse point blank to deal with her and try and find an email address of senior vet or practice manager and email them the full story, or better still, call them as this is time sensitive due to the dog needing the test.
I wouldn't be surprised if the notes have vanished by now though tbh.
If you can't get any other way round it then for the sake of the dog I'd pay it, go for his test appointment and then go through anyone but her to claim the money back. It sucks but I think she's using the fact that you need the appointment to push for payment. I'd also be adding that into the conversation with a practice manager or senior vet.

Tinkobell · 20/09/2018 10:31

Ridiculous. Pop in and see them face to face. They are wrong. If they bill you, I think they'd be breaking the royal college guidelines on good practise. You might want to point this out to them and say you will call the royal college to check.

WindDoesNotBreakTheBendyTree · 20/09/2018 10:33

I'd write a letter back outlining what happened in writing, hence why you will not be paying. They also wasted your time. And it's shit customer service.

LemonBreeland · 20/09/2018 10:34

It seems odd that it is up to the receptionist. I used to work as a receptionist in a vets. We charged what the vets asked us to charge, and your vet has already said no charge. The receptionist sounds like a right pain in the arse.

Tinkobell · 20/09/2018 10:36

I'd definitely take the line of "look. I think you know perfectly well that you've made a mistake.....that's very clear looking at the timeline of events. I don't want to be forced to escalate matters but will do so if I have to...."
Sorry, OP.....but I'd consider changing vets once this is sorted. I only say this because it sounds like your dog has an ongoing health issue rather than a critical matter that needs attending to. Trust me, when the chips are down and you do you go to them with a critical matter you need to know that they can act correctly. I've been at the rough end of a vet who did not deal with the critical matter in the right way and my dog died very prematurely.

DukeOfSussex · 20/09/2018 10:36

Ask for a copy of the notes for future use (in case it pops up again, and it might). If you need to go elsewhere do it. Let them try and collect the money, they can't.

DukeOfSussex · 20/09/2018 10:38

Oh and do not pay it upfront and hope you get it back, why would anyone do that? There are other vets and this is really bad behaviour.

Lucy001 · 20/09/2018 10:40

To be honest, I think I'd be making a complaint formally about the receptionist, senior or not. She's a receptionist. This isn't her call and the very had already said that it isn't. If she's being threatening and unpleasant that reflects on the practice and the care. My dog affords the vets receptionists, and they go out of there way to be part of the package of care. If your doctor's receptionist acted this way, you'd complain wouldn't you? It's no diffetent except that in this case you are directly paying for private health care!

HeadsDownThumbsUpEveryone · 20/09/2018 10:42

Oh and do not pay it upfront and hope you get it back, why would anyone do that?

Exactly if you pay this money and then work at getting it back somewhere along the way someone will argue that you paid so you must have agreed that you owed it.

I would also disagree with the suggestion of changing vets your current vet knows and deals with the problem well. Why should you be forced to change? That could potentially be putting the dogs health in danger in the future with a vet who doesn't know the condition as well, all because the Receptionist cannot admit she made a mistake.

steppemum · 20/09/2018 10:43

In writing
you made an error, now you want me to pay for it?
I am not paying for your error which is clearly documented.

Refer straight up to practice manager/owner

Original poster

shamalamalam · 20/09/2018 10:45

We charged what the vets asked us to charge, and your vet has already said no charge.

That’s normally what happens here. The vet puts on the system what they’ve done, we go out to reception and pay it.

It seem as if she’s fucked up and trying to get us to pay the consultation fee to get herself out of trouble.

I wasn’t that annoyed by the fuck up, it’s a new test and she did try to find out the correct information, mistakes happen. I am annoyed now though

I’ll give them until lunch time to call back and if they don’t I’ll go in there and ask to speak to someone else face to face.

OP posts:

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