Extremely Disappointed with the Lack of Transparency and Professionalism....
I represent a nonprofit organization that stepped in to help a woman with the veterinary expenses for a young stray cat who was sick and in pain. My only goal was to help this animal receive the care he needed. I contacted Modoc Veterinary Center and made arrangements with Hillary at the front desk. I would provide my card as the responsible payer, and it was made clear that I would be kept informed of what had accumulated. Hillary was helpful, and we had a clear understanding that I would receive updates so I could make payments.
Unfortunately, the experience changed dramatically the following day when Abbey Stanley was working the front desk. When I called trying to make a payment and obtain the current and anticipated charges, I was repeatedly told she did not know the amounts. She explained that she was one person working a busy front desk and did not have time to continually address my calls. When I asked to speak with someone who could provide the information, I was not connected with anyone who could help. My issue was never that every future veterinary expense needed to be predicted perfectly. I simply wanted reasonable, tentative figures and an itemization of expenses being incurred, the exact communication arrangement established when I agreed to help pay.
The cat ultimately remained hospitalized for two days while I continued trying to determine what I was financially responsible for. Rather than receiving transparency, I was dismissed and repeatedly redirected. This was particularly frustrating because I was actively trying to pay the clinic, not avoid payment. The billing experience afterward made matters worse. The invoice I eventually received showed the total amount and payment due. However, my card was charged an additional amount beyond the amount disclosed. That additional charge was not on the invoice I received, and my bank was made aware of this discrepancy.
There may be many positive reviews of this practice, and other clients may have had very different experiences. I can only speak to mine. When someone steps forward to financially help an animal in need, basic communication, professionalism, and transparency about accumulating charges should not be difficult to obtain. I am grateful that the cat received veterinary attention, although they never diagnosed the issue, but the administrative and billing experience seriously undermined my trust in this practice. Animal care should be accompanied by clear communication and transparent billing, especially when a third party has specifically agreed to cover the expenses under those conditions. read more
