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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:

breadandpullet · 20/09/2018 10:48

It sounds like a case of the receptionist being a power crazy jobsworth. YANBU.
Don't pay it.
Go to the vets tomorrow as planned with the letter and explain everything to your vet, especially if they agreed with you in the first place. I'd also put in a complaint about the receptionist.

Original poster

shamalamalam · 20/09/2018 10:48

I would also disagree with the suggestion of changing vets your current vet knows and deals with the problem well.

No, I don’t really want to change. His condition is the less common version of an already uncommon illness. Vet has gone over and above to educate herself on it so I don’t really want to move to a different surgery.

They have different branches though so will definitely be moving to one of the other branches where she works

OP posts:

lunar1 · 20/09/2018 10:48

I'd want an apology for the way you have been spoken to and for the letter. Even with long term conditions there will be plenty of vets you can register with. I wouldn't want the stress of having to deal with that receptionist if she can't admit she's wrong.

Tinkobell · 20/09/2018 10:50

They're also trying to hold you over a barrel OP because your dog does need vet treatment - regularly. Disgraceful behaviour. I feel so sad when people get raw deals like this as if it's not stressful enough dealing with a dog that needs help.

Just request a meeting with them all - vet & the reception team including the one that gave you the wrong information. They need urgent staff training front desk.

Branleuse · 20/09/2018 10:59

id change vet for that

TheWernethWife · 20/09/2018 11:02

Years ago we had a dog who had a very expensive cruciate ligament operation. They had bandaged her leg up so tight that it was affecting her circulation. Had to take the dog in on a Saturday to have the leg inspected and re-bandaged and then again on the Sunday to make sure everything was now ok.
Receptionist then tried to charge us for "two emergency appointments" said we weren't paying for their error and asked to speak to the vet, he agreed and cancelled the charge. Mistakes do happen but shouldn't be at a cost to you.

DarlingNikita · 20/09/2018 11:04

Well, YANBU, obviously. I find it questionable and suspicious that they sent a letter threatening court action quite so quickly. Does it look 'official' or is it just a lot of rubbish written by this receptionist to try to get you to pay up? (I'd guess the latter).

A receptionist doesn't have the authority to give or withhold appointments like this, I'm quite sure of that.

I imagine whoever it is who calls you back will be more sensible and it'll all blow over. But keep that letter, make notes of what you can remember of your conversation with the receptionist and vet (with date/time etc) and keep notes of the phone call just in case it doesn't.

Birdsgottafly · 20/09/2018 11:07

As said, she is trying to cover her mistake.

Don't pay it. See what gets said over the phone and if you don't get a satisfactory answer, start an Email trail.

They'd be very stupid to lose a customer over this.

Sleephead1 · 20/09/2018 11:15

I'm a receptionist medical though. She can't insist it's not her job just go over her to the practice manager or senior vet. Honestly can't believe she is trying to overule your vet. It was her fault so for a start put a complaint in about the fact she gave you the wrong information, then tried to get you to pay and tried to overule the vet and now she's trying to do it again plus being very rude. I seriously think she needs speaking too and can't believe what she's trying to do.

CookieWaffle · 20/09/2018 11:17

I would go into reception, explain that you're recording this conversation for legal reasons and request a copy of the notes where they admitted their mistake as you'll need it for your lawyer. Then I'd wake up and chicken out. No really, I would take this further and not pay it.

Travis1 · 20/09/2018 11:20

That's just batshit!

sunshineroo · 20/09/2018 11:46

Do not pay. Go in and firmly tell them you will not be paying and why and hand deliver a letter outlining this. Get them to sign an acknowledgement of receipt

I am mad for you.

mollymollymoo · 20/09/2018 11:51

ok, so this is tricky because you need your dog treated/tested but if you would expect to pay for the test/consultation, why not pay for this one and not for the one where they actually test, and argue the case later?

You will in effect have paid for the goods and services given but not for their mistake, but they wont know that yet.

Dog sorted and ok, correct amount paid out, just not necessarily for the bill they think.

You can then escalate the complaint and your dog's health wont be held to ransom?

Winchester89 · 20/09/2018 12:00

I agree with suggestion to pay this one to keep the appt and then refuse to pay tomorrow?
What a cow she is. I also think this court action letter so quick is suspicious and can't imagine the receptionist having the authority to demand payment or cancel and appt. especially with the vet already saying it wasn't your error.

Original poster

shamalamalam · 20/09/2018 12:18

Thanks!

So I wasn’t sure if our vet was at another branch today or whether it was a day off so I rang a couple of the other branches and managed to speak to her.

We’ve cancelled tomorrow’s appointment and booked him in for Saturday morning at the other branch. I’ve also asked to move him over there completely.

Not had a call back from the original branch yet.

And yes, threat of legal action so soon is odd. We’ve always paid as we’re leaving the appointment so have never had an account or anything with them, but wouldn’t they send a reminder or something first?

He’s actually insured but they don’t accept direct pay with the insurance company so we have to pay then claim it all back

OP posts:

KarmaStar · 20/09/2018 12:39

Agree with pp op,no way should you pay for a non consultation!
THEY should be apologising to YOU for the wrong information and wasted journey and inconvenience,not demanding you pay for it.
C.f. At it's finest.
I wonder if she(receptionist) went to the hairdressers for a perm and her hair was not suited so hairdresser said sorry I can't do this,please pay for it on your way out though...☺....she would pay??I think not.

Panda81 · 20/09/2018 13:03

Do the vets manage the reception staff? Why didn't your vet tell the receptionist again there is no charge instead of you having to switch branches and rearrange your appointment?

Original poster

shamalamalam · 20/09/2018 13:15

Not really sure how it works. In the past the vet has put what she’s done on the system and then we go out and pay it. Our vet confirmed there was no charge but it’s still there

It’s no bother to go to the 2nd branch, it’s no further away and I’d rather not deal with that receptionist ever again - she’s always there and always seems to be the one of answer the phone

OP posts:

Original poster

shamalamalam · 20/09/2018 13:16

Also, not had a call back yet either. Was going to go in at lunch time but I’m stuck in the office now for a couple of hours, will go in on the way home from work

OP posts:

Aprilshowersnowastorm · 20/09/2018 13:23

Park outside, wait til it looks full.
Not quite the same but a high rating garage replaced the wrong part on my car, corrected the error and still billed me for fitting a not needed part. I questioned the part refunded in a full reception area after insisting I pay when I rang.
Cfers exist in all forms!

JAMMFYesPlease · 20/09/2018 13:30

Just joining in to say I wouldn't pay either! When there's been a mistake in our vets, we've had a credit put on our account (although all ours was happened to be the wrong medication for his weight and they realised within an hour and called us so we could make a switch before using). Its always the vet's final say when getting bills.

Good call on changing the branch to stick with your usual vet. Hopefully she can also stick up for you should the original branch try anything. The threatening letter does sound oddly fast though.

Byebyebye · 20/09/2018 13:35

Of course you shouldn’t have to pay for their mistake!

WhenISnappedAndFarted · 20/09/2018 15:11

I also wouldn't pay either, this receptionist sounds like a nightmare. Luckily you can see the vet you like at a different surgery but it shouldn't be that way.

I would put in a formal complaint though regarding the receptionist and I'm not normally one to do that.

underthewillow · 20/09/2018 16:22

If anyone should pay it’s the receptionist. You should also invoice her for you time to attend a pointless appointment.

Original poster

shamalamalam · 20/09/2018 16:34

Thanks all!

No one has called me back, I’m leaving work in a minute and will call in there in my way home

To be fair to the receptionist, she got the duff info from somewhere. When I asked, she had to go off and speak to others and then call me back. I’m not annoyed with her for that. I am pissed off about the payment demands, and even more pissed off that no one has bothered to call back.

OP posts:

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