Complaint Review: Stateline Hillcrest Animal Hospital Danville IL

 Since 2006, I have been a customer at Stateline Hillcrest Animal Hospital in Danville IL. In 2016 I brought two medical records, a CBC and urinalysis, from another clinic. Shortly thereafter I found those records on a Stateline report but with a charge for each test. Those charges were paid for at the clinic that did those tests, and I brought that to the attention of the business manager and she fell silent and when I repeated what I said she snickered. In 2017 I brought full vaccinations reports from yet another clinic to be added to the Stateline medical records but not only were they not added, I was told they would be but they were added months later and applied to the Stateline Paws Plan. My almost twelve year Yorkshire terrier has an elevated kidney value (BUN/creatinine) and stopped eating. On Friday morning, July 28, 2017, I called Stateline at 10:45 AM and reported the situation and was assured of a return phone call but there was none for over twenty four hours, after repeated calls the next morning. I took the Yorkshire to another clinic and Stateline refused to forward records, citing balance. From February 1, 2017 to June 30, 2017, I paid Stateline $3,646.89. The outstanding Stateline balance on July 31, 2017 was $1,590.96 yet this included the Paws Plan but they failed to credit the Plan for the vaccinations for all three pets from a different clinic and apply credit for two Dental's ($319.00 each) on the Plan. Everyone knows three complete vaccinations costs for three pets and two dental charges ($638.00) brings that balance to zero or close to it. Dr Girouard and Stateline demonstrated callous behavior by failing to return phone calls in an elderly Yorkshire's hour of need after so many years of patronage. Their further refusal to forward medical records, citing a balance, is dishonest.