Hidden charge - unfair?

vikkimcd

Hi. I recently had to take my dog to the vet for an injured leg, X-rays etc. I paid up front, to claim back from insurance. I completed the insurance form and took it to the vet for a signature. When I spoke to the receptionist to ask for the form to be signed, he said, 'Oh, we can send that off for you'. I was pleasantly surprised and asked if I would need to do anything else. He said I would not.

The next time I went in a few weeks later to pick up some painkillers, I was told there was an 'admin fee' for sending off the form. I questioned this, clearly stating that no charge had ever been mentioned. I was told I would need to speak to the man who took the form off me. Today, I rang and spoke to a woman who stuck to her guns, even saying, 'at least you'll know in future'!

My question is, am I right to contest this fee? I have never signed any joining Ts & Cs or documents, and feel that this fee was whacked on without my knowing. I literally could have picked up the form and e-mailed it over myself had I known there would have been this fee.

This feels really underhand - is it okay for them to do this?

Brie

This sounds like one of the times I would act like a broken record and have "I was never told there would be a charge" on repeat.

Meanwhile take a look at what you can see at their reception, a list of standard charges perhaps. Maybe it's only on their website which means they should have told you to look there prior to giving them the form for sending away.

The problem of these situations is that someone is likely to say "well everyone knows that…." which only means that those who know will know. Everyone else who is there in a emergency situation won't know and it's a failing on their part to not recognise this.

sheramber

i think most vets now charge for completing or checking the form. They are not going to sign something without checking the information on it.

My surgery has a notice in reception about charging.

vikkimcd

There are no notices up with any charges. I was wondering if I could quote some sort of standard or law? I was very nice when I spoke to them, however when she kept stating there was a charge, I asked how I could make a complaint. She told me the 'reception manager' is in tomorrow, so she will leave her a note…

I am assuming there must be some sort or policy on this. It is all very wishy washy!

vikkimcd

In the meantime, I thought I would go and check what they had charged me, even though none of it is itemised. I have noticed I have been charged £24 for a bottle of pain medication which online is £4-6.00. That is with a discount of being part of the monthly 'vet club'. Are there no rules for set charges at all?

KxMx

Vets are individual businesses that set their own charges, as any for private human healthcare do.

There are recent moves to improve transparency across the Veterinary industry

https://www.gov.uk/government/news/cma-concludes-market-investigation-with-major-reforms-to-veterinary-sector

A Vet practice and online pharmacy have vastly different overheads, storage capacity and buying power.

Amazon versus corner shop is a fair comparison.

If you had asked for a prescription to buy online then almost all Vets charge for writing them. Buying online also delays the pet receiving the medication.

sheramber

Are there rules to prevent the corner shop selling Heinz beans for a higher price than Tesco?