I agree with the number of comments posted on this issue. This is not a pointless thread but one that illustrates how important communication is. I recently had a HT surgery with Dr Rahal whose team was very straightforward and forthcoming.
Reading the back and forth between the two parties is unfortunate. Like many others, I don't believe that a top clinic like Fellers lost any money as I can assure you there are many people that wouldn't mind changing their schedule or filling a cancellation. In fact, Dr Fellers response really surprised me.. it was fairly negative and not very customer focused.
Hopefully both the clinic & Bob can get this sorted out but it sounds like this won't happen unless some small claims court has been involved.