Complaint Review: Holladay Veterinary Clinic

We joined their Paw Plan last year for our two dogs after the vet said we needed much blood work due to a strange discharge our dog was experiencing. Our bank changed the card we had on file with the clinic and we fell behind on our monthly payments, yet never received a phone call. I emailed the clinic to ask how much we owed and what else was covered. I told the staff I would pay the remaining $329 when I brought my dogs in. My two dogs had six remaining visits covered by the plan. I wrote the clinic a second time addressing concerns I have about how I'd paid out of pocket for an ultrasound ($400) and yet the doctor still couldn't resolve the discharge my dog was experiencing. During our last visit the doctor used a medicated pad on my dog's vulva which caused her pain for days (I had to carry her outside to relieve herself which obviously made her hurt worse). After googling the pad, I discovered it was generally used on puppy acne—not genitals. I emailed Holly Rosse these concerns and asked if the clinic would consider dropping the remaining $329 we owed on our plan so that I could take my dogs to a different vet who might be able to help with these issues. Our other dog has a constant cough that the clinic was also unable to treat. Holly refused to "call it square" and cancelled our plan early, yet still demands payment of $329. I called and emailed her asking for it to be reinstated so we could at least get our dogs their latest shots and heartworm checks as covered by the plan. She refused, stating that we owe that money because without the plan the fees would have been more. But we had the plan. We entered a contract that could not be dissolved as such (please see attached). What I’d prefer at this point is for the $329 to be dropped just as our contract was. But I’d also be willing to pay it and have our dogs receive their latest shots and heartworm tests. However, Holly Rosse is not willing to work with me on this and there’s no one else to speak to at that clinic.