lordshiplanevets Wrote: ------------------------------------------------------- > Good afternoon, > Yes we do make a small charge of ?12 for dealing > with insurance claims. We have phoned several > local practices this morning and the average local > charge for this service is ?12.50, with some being > a lot more. > We encourage our clients to have their pets > insured so that together we can make the best > choice of treatment for their pets but the > paperwork we become embroiled in is tiresome. As > well as completing the forms, we send them to the > insurance companies, keep numerous copies and deal > with the many difficulties the companies throw at > us and our clients. If we were making ?200 per > hour dealing with claim forms then we would be > very happy! > I myself, the owner of the practice, went to speak > to this client about why we have a charge but she > was so angry that she left without a conversation. > It was a shame as we had performed successful > surgery on her little dog. However she has only > visited us 3 times and from the medical history we > see she has used other vets in the past so we left > it there. > We are very passionate about pets being part of > their families and treat them as we would our own. > We aim to make our client service the best and are > always disappointed if we believe we have made > someone unhappy. We have many wonderful clients > and are very encouraged by the kind, positive > comments posted on this thread. Good Morning - Thanks for the reply Lordship Lane Vets and only now I realize I was speaking to the owner ? it?s a shame you didn?t have the time to introduce yourself? nor the time to understand from your colleagues that this was the 4th conversation I had regarding this fee. I think most people get cross when you have to repeat request things 4 times over a period of 2 weeks and still not get an answer? and indeed you and I had a conversation I said for the sake of ?12.50 to fill out of a form - you were happy to lose my custom? I also said that Neighbourhood vets didn't charge and you replied that their fees are higher and walked away - I duly paid the fee and waited for the piece of paper. I am not denying that my dog was well looked after ? one should expect that shouldn't one?! I'm just appalled at the receptions staff lack of complacency which clearly reflects on you the owner and your own rudeness. Firstly introduce yourself ? understand the reason why i'm upset (4 conversations later), maybe ask me to talk somewhere in private (great for you that a waiting room has to hear ) and be less arrogant ? happy to lose business than to understand fully the issue ? as you pointed out i'm clearly not loyal enough client to warrant a discussion ? yes we have a vet in Kent too. Furthermore you could privately PM me on this forum if you actually cared about your clients. You have called several local practices ? really so did I and they all were in shock that you charged to fill out a form- here goes: The Neighbourhood Vet Barry Rd ? no charge AM Robson - Peckham - no charge Paxton Vets - S Norwood Gipsy Hill - no charge David Cuffe Associates Clapham - no charge Stone Lion Vets Wimbledon ? no charge Interestingly Lady Norwood has replied to this thread and said she wasn't charged ? - seems like you are selective based on loyalty to the firm? Other than yourselves I cannot find a local vet that charges- Naturally based on this I would be bonkers to return to you and can only hope you react positively to this thread and give a little more consideration and less arrogance to your customers who have been with you less than 14 months.
