to think I don’t actually owe this money?

[shamalamalam]

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

What did your vet say when you spoke to them at a different branch? Did they confirm that you weren’t to be charged? If so, could they not tell this officious cow to bog off?

I am pissed off about the payment demands, and even more pissed off that no one has bothered to call back.

Yes, that's rubbish, particularly the lack of call back.

The lack of the call back after they said they would is really rubbish. I’m glad you’ve found a way to love vets without actually moving vets (iyswim).

Thanks all

Sorry, meant to update last night but totally forgot

Managed to see the practice manager last night (Receptionist hadn’t passed on my message )

Managed to get it sorted and the charge has been wiped from my account

Semi-complained about the receptionist - I wasn’t annoyed by the duff info, but her attitude and the way she spoke to me was appalling.

Also, practice manager knew nothing about the legal threat letter - it was one of theirs, but she hadn’t sent it and they would normally send a polite reminder about a week after the payment was due.

Anyway, all sorted as far as I’m concerned

We’ll be staying with the new branch - I can’t be doing with her every month

. I am aghast at this receptionists behaviour!! Not passing on your message, sending you that horrible letter when it was not usual practice!! I would do more than ‘semi complain’ about her - I would send a strongly worded letter to whoever owns the company. She is a fucking disgrace. What did they say when you told them about her conduct?

Very pleased it is all sorted in your favour (as was only right).

When I say semi-complain, I made it clear I wasn’t complaining about the wrong information, I don’t think that’s particularly her fault, she got that information from somewhere.

I did complain about her behaviour. I find her a rude, unhelpful PITA and we had a chat about it - for example, doggo has a few knobbly lumps that sometimes get infected. It’s part of his condition and vet trusts us to decide when he needs antibiotics and has given us a repeat prescription and has written this on his notes but every bloody time receptionist makes a massive fuss, insists we have to bring him in to see the vet.

It’s just annoying, we’re at the vets at least once a month and I just don’t want to deal with her shit every time.

DD had a pony and we used a totally different specialist equine vets and they’re just totally different. Amazing service, kind and understanding staff who made a recent horrible situation so much easier to cope with. The difference couldn’t be more marked

Receptionist hadn’t passed on my message

Also, practice manager knew nothing about the legal threat letter - it was one of theirs, but she hadn’t sent it and they would normally send a polite reminder about a week after the payment was due.

Unacceptable behaviour from the receptionist on both counts and I very much hope she's disciplined. Sending a legal threat letter unauthorised is particularly unwise. I hope they apologised?

Absolutely Nikita. Thankfully the OP has her head screwed on and isn’t particularly up for taking any shit. However there are plenty of people for whom receiving a threatening legal letter would have absolutely put them in a spin. The receptionist needs formally disciplining and reminding that she doesnt run the fucking place.