Vet's bill dispute

Jimmycoool

Hello all was looking for some advice on a vets bill.

We told the vets how much money was left in the insurance pot and wanted the treatment to work round that figure + or - £200.

They sent a schedule confirming what they could do within that amount.

Got the phone call today saying that it had gone over the insurance pot by £880! Which we are liable.

They said it was our responsibility to keep tabs on how much the treatment was costing throughout even after explaining about what was agreed originally.

They had done this to us before with a smaller sum (£600) but that was only a verbal agreement. We learnt our lesson and this time we have all the emails.

Just wondering is there somewhere to complain or dispute the bill. Or at least something we can say to get them to agree they are in the wrong (if they are)

Thanks in advance 👍

sheramber

Is this ongoing treatment or a one of treatment?

Jimmycoool

On going upto the end of the schedule. Treatment finished today and nothing has been needed to be added onto the schedule agreed before the start treatment.

sheramber

Does the schedule include prices for each stage?

Does the schedule include a final price?

Were you advised of the costs at each stage?

Jimmycoool

It prices were not detail within the scheduled email.

The final price was confirmed by the vet treating the horse via txt at £1800 as related to the schedule.

The amount left in the insurance pot was £2200. Hence why we said we are ok if it goes over by £200 incase of extra sedation.

Yet the final cost is £3082

No consent was given to go over by that much.

sheramber

 
Although you said  'we are ok if it goes over by £200 incase of extra sedation did you specifically say he was not to go over that amount?

What would you have done of he had phoned part way through the treatment and said the costs were going to be more? 

Would you have told him to stop the treatment part way through?

Could he have stopped treatment part way through?

Any prices I have been given for treatment have always said  it was an estimate only and extra , unforeseen costs costs may arise.

Have you been given a detailed bill showing what the individual costs are?

tacpot12

I think step 1 is to find out  whether the extra money was spent on treatment that was so urgent (e.g. to save the horse's life) that there was no time to consult with you. If this was the case, then unfortunately I think you are liable. 

However, if the treatment wasn't that urgent, the vet should have consulted you. Their argument that is your job to keep track of the cost is correct, but you did that and so only authorised a further £200-£600 of expenditure. However, the vet may argue that it wasn't clear that you were authorising only a further £200-£600 of expenditure because they didn't know what was left if the 'pot'. If you feel that your email made this clear, then I would suggest you complain to the practice and only pay what you agreed you would pay (£600).  

You could then try Veterinary Client Mediation Service (vetmediation.co.uk)