I loved Eugene Mobile Vet and really appreciate the great vet care they deliver. Sadly, since they have been purchased by Better Vet, I can no longer recommend them. When the change initially occurred, I did not like being unable to speak to anyone in the local office and having to leave messages through agents in Florida or wherever state the employee was in. It led to delays and frustration trying to arrange for care. Playing telephone with multiple layers of nameless, faceless, non-local people, was not the type of business model I like when it comes to health care. I left and tried other vets. I ended up not finding one as good as Dr Rensema, so I returned to the practice. While the non-local interface to the local vet care was still a pain, I tolerated it and received excellent care from the local team. Recently though, I received a strange call from someone with a thick accent, asking for money. I couldn't understand the message, so assumed spam and deleted. Later, an email was sent, this time saying the message was from Better Vet and I owed them money. This is suspicious because I pay in full at time of service every time. Apparently several months ago, they made a mistake with totaling the charges and now want me to pay the balance. I was a bit blind-sided, having saved and budgeted for her upcoming spay surgery, but I reviewed the receipts and something did look weird, and likely the company had made a mistake when checking out this visit. I agreed to pay the $118 and gave my credit card information, but never received a receipt. I then called back, and had to explain again the issue to another person who answered and didn't know what was happening and asked for the receipt. They said, oh I will ask my manager to process this charge, and if it was truly our mistake, maybe they will have another solution since you are already planning a lot of expense ($1k+) for vet care this month. I then received a call back, telling me that the manager created the invoice so I can pay the $118, but then went back through all the invoices from the past and found something additional from a year ago that he/she believes was never billed. I now owe $236 and I must pay it now or my spay surgery will be cancelled (of course they won't charge me a cancellation fee!) !!! I'm not sure what business school this manager went to, but cancelling $1k+ of receivables to try to claw back $100 from a mistake they made a year ago seems like a poor choice to me. I certainly don't appreciate a business that tries to hold my dog's health care hostage or one that treats me like a criminal for mistakes THEY have made. Choosing this approach to trying to fix THEIR mistake impacts the ability for the vet locally to provide quality care and drives a wedge between the goodwill they have created with their patients and clients. I reviewed the receipts from a year ago, and I do not see any mistakes on those receipts. I paid fully for the care I received. So now this is beginning to feel a bit like a scam to me. I want to warn potential customers that BetterVet corporate, at any time, even a year later, may announce you owe them money. There is no invoice sent, no accounting of the charges or anything, you are just expected to fork over more money for care you already paid for. I would not trust this company who apparently has a disaster for its billing system fraught with errors that will come back later to haunt you. Needless to say, I took my business immediately over to Bush, who scheduled my pup for her visit, bloodwork, spay surgery, and will be the recipients of that $1k+ and all of my further vet spending, which is considerable over the life of my pets. I have pet insurance so I don't hold back when it comes to seeking vet care. Hopefully my experiences will help someone avoid getting involved in this non-local corporation who might be making mistakes in their billing, but since they won't provide any proof, appears instead to running some kind of scam on its customers. read more
