My visit dates back to June 2019. I brought in my ...

My visit dates back to June 2019. I brought in my cat for an emergency visit. I decided not to do the fecal test because it wasn't necessary so they credited it back to my card over the phone the next morning. I had to bring in my cat a couple hours later and they ended up giving me an estimate for the next round of treatment. But this time the nurse came in stating that the $76 that was credited back to me that morning hadn't been processed yet so when I make my decision on which tests I want to do - to consider the $76 will be applied to my bill vs crediting it back to my card. Since the bank hadn't posted the return from earlier that morning - I trusted the nurse on his word and proceeded with the estimate minus a couple of things BUT with the $76 credit on this bill. Turns out there was a miscommunication with the nurse and front desk where they didn't update the system. NOWWW they want the $76 and the $76 was returned to my bank but if I had known that the bank refund was actually happening - it would've altered my decision on which tests to do on my cat!!! Their manager - Mary Ann - kept repeating how it wasn't VCA's fault. How is it not their fault that their nurse and front desk weren't communicating and updating their system? So it's MY fault that I was lead to believe that the $76 credit on my bill was something I WROTE in their estimate? Absolutely not.

I'm now sitting in the waiting area at VCA and Mary Ann Miller has avoided me by saying she's on a "conference call" and she'd be out in 20 minutes. She emails me at 11:12 AM as she is apparently on this very important "conference call". by 11:20 AM I ask if shes ready and after some time the front desk woman comes back out to say she is still on the conference call and then the front desk woman says she doesn't know when it will be over. Literally the most immature and unprofessional treatment by Mary Ann - she failed to understand the mistake that her employees have made and as a business - be empathetic for a customer trying to make the most budget safe decisions for my cat. Thumbs down all the way for the way they handled this.

**Update**
MaryAnn Miller comes out of her office to meet me after an hour of waiting. She kept shoving the debit card refund receipt + the bill showing that $76 was being subtracted to the bill I paid in person. I looked at her and said "Yes, this bill is the mistake of your employee who added the subtraction of $76 and failed to remember that she had returned the fee earlier that morning." MaryAnn once again confirms the incorrect bill and information relayed is not their fault. I am so fed up at this point because it's NOT about the money - it's about MaryAnn's failure to admit their mistake and come to a solution we can BOTH agree on. So I decide to propose a solution - that I pay 50% of the leftover amount. She says no and then walks back into her office leaving me in the clinic - floored.
Disgusting behavior.

**update**
I walked out and said I ll just take this up with corporate which none of them probably thought I d actually go through with. Well I did and they were very responsive. They re located in Los Angeles and the department that helped was a Client Experience Specialist. I explained the situation and they were on my side. The specialist ended up reaching out to the regional director of ATL and then the bill was cleared.