TLDR: Despite specifically requesting my cat's X-rays be sent to CSU (where I have a contact), the vet sent them elsewhere without consent and charged me for it. When I, a loyal customer for 5 years who has always paid my balance at the time of visit, disputed the unauthorized charge, I was told the vet has "full authority" to make decisions and charge at will. Poor communication, billing issues, and unprofessional service culminated in being hung up on, threatened with collections, and invited to have my records sent to another veterinary clinic.
My cat had been having respiratory symptoms for quite some time. After several visits, I requested a more thorough examination at the very beginning of July. X-rays were recommended and performed. Jim suggested sending the X-rays off for further analysis to a specialist. He said there were multiple places the images could be sent, and asked where I'd like them sent. I requested CSU as I have a friend who works there, and I said this to Jim. Jim mentioned his clinic has a difficult time working with CSU, but I reiterated I had a friend there and would work with them to ensure the images were reviewed.
The following week, Jim called and explained the results from the specialist. Jim recommended that I bring my cat to CSU for further testing. I asked to confirm that CSU had reviewed the images, and Jim said he had sent them to a different specialist. I reminded Jim that I had explicitly requested the images be sent to CSU because I have a friend there with whom I can work. Jim agreed to send them to CSU. A few weeks went by, and I hadn't heard back from Jim, so I called myself. The next day, Jim returned my call and said they never heard back from CSU. I asked him to send me the results and said I would personally get them to CSU. Jim agreed to send me the results.
Shortly after speaking with Jim, I received a call from a technician, informing me that the clinic had been hacked and they were unable to send emails. However, they would call me once their system was up and running again to let me know they were sending the email. A few days later, I received the results in an email, but the report was upside-down. It was also in black and white, but featured a colored graph with multiple colors in the legend. I called and asked if the report could be sent right-side-up and in color.
I was told they were having problems with their scanner, and that is why it is upside-down. I said I could come by and pick up the physical copy and scan it myself. I was told I could not have the original, but could be given a copy. I asked if the copy would be in color and was told no. I said that would not be helpful, as there is a colored legend with a colored graph in the report. I was then asked why I even wanted the report. I explained that I was trying to get the report to CSU and was told that they had already sent it to CSU several times and never heard back. I explained I knew that, and that was precisely why I wanted the report, so I could work with my friend and send it myself. The technician then agreed to reattempt the scan, this time right-side-up and in color, and it worked. I sent the report to CSU and was able to work with my friend and get an analysis.
We are now in the beginning of August, and I received a bill in the mail from this clinic. There were two charges listed on the bill that were due. The first charge was for the analysis of the images sent to the specialist that I specifically requested it not be sent to. The second charge was a "Service Fee". The next morning, I stopped by the clinic when it opened and told the receptionist I needed to discuss a bill. The receptionist began explaining recent charges and payments, and I informed her that I was aware of the charge but wanted to dispute it, as I had specifically requested a different service. I then mentioned that I did not know what the service fee was for because the service was not listed on the bill. I was told that was an interest charge. This was the first notice I received that I had a balance due, and it had already accrued interest. (The clinic does have a policy of charging interest for balances not paid within a month. I did not dispute this policy, just the fact that there was no notification of a balance due before receiving the interest charge.) I was told the office manager was not in yet and that she would leave a note for the manager to call me.
Less than an hour later, I received a call from Wade. He explained that his wife is the office manager and she doesn't handle these things. I explained the situation and was told Jim's notes say he disclosed to me that he was sending the images somewhere other than CSU. As you have read above, this is not the case. I told Wade that the notes were incorrect and tried to explain that I would never have agreed to send the images somewhere other than CSU, and surely would not have agreed to it if there was a fee. Wade did not believe me, but said h read more
