Complaints

• Initial Complaint

  06/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've been trying to resolve this but I cannot do it by myself I took my little dog in today and evening Hospital wish they could not figure out what was going on with my dog so they sent me over to the emergency vet in Clearwater she had bruises on her stomach the doctors did not know what was going on when we got to emergency vet they didn't know what was going on they did all types of blood work said that everything was high they did not know what was going on asked me to keep her there for 12 hours for observation I said no problem they said go to run $1,800 how about the gasket I said along my dog is okay that's all that counts 3 hours later they called me up and said that she was bleeding through the r***** that we have to put her down she did not get the best care there the lady pushed to 1800 on me and plus other fees that ran it up to 2.127.04 I told him I did not have the money for that I wanted the refund but they said no I cannot get it and I've been fighting them ever since May 6th of 2024 I need your help I feel the lady who was taking care of my dog lied to me just to get the money and still today I do not know what killed my dog they said they expect it was cancer but they was not sure my dog just did not get the best care as at hospital I want a total refund

  Business response

  06/20/2024

  BBB and ****** family,

  I did follow up with the family via phone on 5/6/24 discussing the case.  Explained that along with mammary cancer, the decreasing blood pressure, blood glucose and acute white blood cell drop is consistent with their dog Trixie becoming septic related to either her mammary cancer or some other concurrent disease.  We discussed the reason for repeating the bloodwork was recommended and performed after it had been done in the previous days at her veterinarian was because of how critical cases change.  She was upset at her regular veterinarian for not starting antibiotics, and after reviewing their records I pointed out to her that a deposition antibiotic injection had been given but despite that she had deteriorated due to a combination of her age and severity of her disease.  Her blood pressure became too low to read despite aggressive support with constant medications and because of that worsening in her condition, humane euthanasia was authorized and performed.  The estimates for ****** were honored and discounts applied to do that, and owner had disputed this with the payment company already and been declined in that dispute. 

  Customer response

  06/21/2024

   
  Complaint: 21787402
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  I rejected this proposal because they not one time told me or my wife that's where she had cancer or any kind of other disease they are lying to you it's even in the report that they did not say it I still do they did not know until when I just read it on there all what I want is a refund and that's it other than that I'm not going to accept nothing else on their behalf

  Business response

  06/28/2024

  Mammary cancer whether benign or malignant is dogs is most commonly in non-spayed female.  In medical records from the regular veterinarian the masses were historically noted and in the record from the animal when it was seen here.  The call from referring veterinarian mentioned the mammary tumors (see communication note from phone call from their hospital prior to ******'s arrival on the record owner provided).  On arrival here she had significant localized bruising and associated with those masses, hypotensive and hypoglycemic and dramatic drop in white blood cell count (compared to recent bloodwork from her regular veterinarian) was indicative of likely sepsis.  This can be related to cancer, infection, or other triggers and with the evidence of mammary cancer present, bruising noted on the mammary area can also be an indication of coagulation problems now started also related to sepsis.  There is no way to 100% say it is related to the mammary cancer/nodules or some other disease process in Trixie's body, but the end result is she was non-responsive to stabilization therapy, and that lack of response is why the owner authorized euthanasia.  Attached are the two estimates approved by the owner from their own phone for initial diagnostics (owner already provided) and the second estimate for stabilization and hospitalization.  Due to the lack of response to aggressive stabilization therapy for low blood pressure and glucose, ******'s prognosis worsened, owners were updated and authorized euthanasia.  The balance of their deposit not used during care was refunded.  As previously stated, the owner was contacted when originally requesting a refund, the entire case and care reviewed, all questions answered at that time for her, but standard of medical care was met well, proper estimate and approval provided, and timely communication when pet's condition deteriorated despite that.  My condolences to the family on their loss.  There has been no medical error, lack of communication or misdiagnosis to prompt a refund on the approved therapies, and I hope the documents and information is helpful to provide the family closure.  

  Customer response

  06/28/2024

  At the time I took tricky into the Clearwater Hospital she had bruises on her stomach yes they did blood work and stuff but nobody told me at the time that she had any kind of cancer if I knew it was cancer I would not have paid the $1,800 and some odd sense they recommend  me for Trixie to stay for 12 hours in there for application only I agree upon that 3 hours later they called up my wife and told her that ****** was pooping out blood and they recommend it for us to put her down and I told him I knew **** well that they was going to say that that's why I'm rejecting this I'll take the full refund or one half of it back other than that I'm going to go to keep rejecting this nobody at all not even my regular vet told us about she had cancer so I don't know where this popped up they told us on the may 6th she probably had cancer this was 3 days after she was euthanized
  Complaint: 21787402
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

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