03/12/2024
UPDATE: We’re pleased to share that, after our post, the owner has eventually come forward and paid her bill.
While it’s unfortunate we had to resort to this kind of social media post, it was our only remaining option to secure payment for the services we provided.
Thank you to everyone who supported us with kind comments and messages—we truly appreciate it.
Here’s hoping we never have to make a post like this again!
__________________________________________
This is a post we hoped we’d never have to make, but we feel it’s necessary.
In July, we participated in National Desexing Month, offering discounted services to help pet owners who might otherwise struggle to afford desexing. Unfortunately, one client took advantage of this initiative by having their dog desexed and leaving without paying the bill.
On the day of their procedure at the time of discharge, our team were desperately trying to save the life of a dog in our treatment room. Amid the chaos, the payment issue went unnoticed. It wasn’t until weeks later, during routine account checks, that we discovered the outstanding payment.
Our practice manager reached out to the owner, who initially claimed the bill had been paid both in cash and card. When asked to provide proof of payment, the owner agreed but never followed through. Despite numerous calls, voicemails, texts, and letters, the client ceased all communication.
To ensure there was no mistake on our end, we reviewed our security footage. It confirmed that no payment had been made.
In other industries, it’s common to see unpaid bills or stolen items publicly highlighted with screenshots from security footage posted to social media. What’s frustrating is that in our case, the amount owed isn’t insignificant, and it’s for discounted services meant to help this client.
At Warwick Vet, we strive to support our clients and their pets. We’re always fundraising for animals in need and we work with clients as best we can within their budgets to ensure pets get the care they require. To have someone take advantage of our goodwill is disheartening—and unfortunately, it’s a scenario that many veterinary clinics face.
Veterinary professionals deal with emotional and challenging situations every day, and we try to do the right thing for both pets and their owners. But when clients skip out on paying their bills or resort to emotional blackmail for discounts, it’s simply not fair. We offer payment options such as Vetpay and Zippay also so there is really no excuse to not pay.
Sharing this is not something we wanted to do, but it’s time to speak up. It’s happened too many times. In no other industry is it acceptable for someone to receive a service and simply not pay for it.
