In 2007 Dr. Mughannam did a $2,000+ surgery on my cat. Everything went very well. We were very happy. That is why our experience with Dr Cook is so upsetting.
I have posted portions of the letter!!! Whooweee......it's a doozie!
BATE AND SWITCH (part 2) (responding to their response to my 1st post)
Letter from Judy, dated 6/5th (after my phone conversation with her the day before)
Portions of the letter: (I will be happy to print the whole letter) but here are the bullet-pointed relevant portions:
1) ...on 5/2013 (Dr. S) "recommended two procedures" (that is my point. I was told two procedures. I assumed I was given an estimate for TWO procedures)
2) "Unfortunately, the original estimate for the surgery given to you did not list both procedures, which i admit was an error by the front office staff." (EXCUSE ME? did i just read what i think I read? you made an error and you are admitting it? oh, wait...it gets better!
3) "Dr. Cook, the surgeon you met with prior to leaving (your dog) for surgery recognized this and had the front office make a second, complete estimate for both procedures.."
FIRST INCONSISTENCY: And since Dr. Cook approved this letter, I can only ask you to draw your own conclusion of the version in the letter. (it ends with "pants on fire) ;o)
Here is how Dr. Cook's exam went down:
After Dr. Cook examines my dog and explains the surgery, she looks up at me and asks, Did you know (your dog) has a growth on his eye?
Confused (because this is the surgeon who is doing the "growth on the eye" surgery), I respond, "Yes."
Dr. Cook instructs me to go to the front desk and (here's one of the important parts) takes my dog away for surgery. Remember, I've been waiting two weeks for this surgery, my dog has fasted -- not to mention my dog is PETRIFIED of the vet. Having this surgery, though elective, is necessary because I don't want my pup to be in any kind of long-term discomfort but it's a hard decision because of what my dog has to endure.)
I go to the front desk and they present me with a new estimate (which now that i think of it, I think I understand what really happened because the whole way they've handled it has been soooooo unbelievable to me). They must have discovered the error in the two weeks prior to the surgery, and decided to spring it on me the day of surgery (instead of apologizing and explaining their error). because that estimate was ready for me when I walked out of the exam room door. Hmmmm...the plot thickens.
During the conversation with Kam, I explained that I disagreed with this new estimate. I said i didn't feel it was fair to add $272 to the bill on the day of surgery, and I had already agreed to the surgery based on the original estimate. I am quite clear on why I am objecting.
Kam, the person I am talking with directly, looks at me and can see I'm upset about the BATE AND SWITCH (we discuss this for no less than 3-5 minutes -- how i don't feel it's fair, etc.) says your dog is in the back about to have surgery, just sign this and we will work it out later. I assume (big mistake) that that means she is powerless to do anything but when the powers that be hear about this, it will be rectified.
4) "The area of conflict, as I understand it, has to do with the conversation you had with Kam at the time you left (your dog) for surgery. She understood your problem (sic) be related to the deposit left prior to surgery, since the amount differed from the amount reflected on the estimate for both procedures. This, of course, was not an issue and she informed you of this. Kam's mistake was assuming she understood your concerns, your mistake was not addressing your concerns more clearly before signing the authorization for surgery and leaving (your dog) for surgery"
OH, NO, SHE DIDN'T JUST WRITE THAT WITH A STRAIGHT FACE. Again, NONE of what she wrote there is true. I used the term "bate and switch" several times in my conversation with Kam. I said I didn't agree with the "upcharge." Even the woman who was sitting to Kam's left who was one of the three listening to the conversation said, "We made a mistake." There was NO misunderstanding my concern. Kam knew exactly what was going on because I explained my concerns in detail.
Let's just use our old common sense here. Why would I question a deposit? Really, REALLY (think Saturday Night Live). haahaha
My mistake was not addressing my concerns more clearly? I wrote on the bill, "I DISPUTE THE NEW CHARGES" Doesn't get any more clear than that. Everybody in that office knew I thought I was in a Bate and Switch situation.
And the best part of all is when Judy says...
5) "Your final charges of $1660.45 were actually below the low figure of the second estimate and only $96.62 over the high figure of the first estimate."
Anybody out there confused by that reasoning? Cause I sure am. Sometimes the cover-up is worse than the crime...although in this case i think they're both b read more