ComplaintsforFrontier Veterinary Clinic

• Initial Complaint

  10/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This complaint is in regards to payment. I had reached out multiple times to submit payment over the phone in which I was told payments over the phone could not happen. The clinic then sent over text links to their online payment department. I never received these texts even after verifying the number. I then used the clinics online payment center to pay the bill. After 30 days I received a call that I would be sent to a collection agency. After many calls to the clinic I finally was able to talk to one of their employees. I was told that even thought the payment had the correct information it never linked to my account. I then received a call on 10/2/2024, about 2 weeks after reconciling the account, notifying me I had been sent to collections. I immediately called that clinic and got ahold of the accounting department and was told they would call the collection agency. The clinic then told me they would send a receipt of the initial payment which I never received until I called back again to have them send the receipts over the phone while I waited on the call.

  Business response

  10/30/2024

  A few corrections to your process information.  **** ******* has not owned the clinic since 2020, this email is not a business email at all, and any inquiries or correspondence for Frontier Veterinary Clinic business should be directed to *****************************************************************************************************************.  Previous emails would not have been seen. The only reason this was found was due to a phone message to the business line.
  
  Several payment links were sent to the client for her bill which was for services in May, as well as monthly statements. Our monthly statement does show a detail of all charges that show due on the account for the month charged. The client had used our links successfully before the amount, which was not paid on time, so we did expect that there was no issue. Our process for nonpayment does go to collections after ************************ the invoices and statements. We do accept checks, cash or have connections via billgo for banks who use that bill pay service. We also have a general payment link on our website for payment that is not integrated directly to client accounts but does send an email to the business office upon completion to make it easy to pay outside of our normal business hours.

  There has not been any credit reporting done by ourselves or our collection firm, which was confirmed by Ms. ***** when she contacted them. The account was received by the firm on Oct 1st and I called to remove her from the list on the 2nd. There is a lengthy process for them to notify credit bureaus and so they do not do this right away on accounts they receive. A check of her credit will show there has not been any late payment or collection notifications from our clinic or our collection firm. She has received all documents for her account as requested as they are also listed here. I have also added our report that does show the full account with comments for the billing department's use during the time the payment was not made.

  I do hope there is resolve to this issue for Ms. ***** with this information.

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