Complaints

• Initial Complaint

  09/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I took my dog to receive veterinary services with Miami Veterinary Specialists (MVS). I paid them for two days services. Then I was informed that they would bill my pet insurance company. They billed them for the same two days and for subsequent treatments. I was told that I would receive a credit on my credit card for the duplicate payments totaling $2,692.25, but instead, they applied it to charges for the subsequent treatments which I did not authorize. My dog had a feeding tube surgically implanted by ***. I was instructed to give him medications through the tube, but my dog would not allow me to do that. So I brought him back to ***. He was admitted to its clinic. Prior to this, my dog had kidney problems and was treated by a licensed veterinarian with a medication called Azodyl and Ringer injections. The veterinarian treating my dog at *** said that these treatments dont do anything. I found that very strange since two well respected veterinarians that I brought my dog to advocate these treatments. So instead the MVS veterinarian treated his kidney problems with dialysis. This caused bleeding in his lungs which ultimately lead to his death.Since I was told the overpayments would be credited to my credit card account, and they were not, and because I did not authorize MVS to apply them to subsequent treatments to my dog, I would like your assistance to have MVS reimburse me for the $2,692.25 overpayments.

  Business response

  10/22/2024

  We have reviewed the concern and we are working on a an amicable resolution. 

  Customer response

  11/04/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  04/06/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We saw ************* for orthopedic issues since my dog was limping and dragging her neck down. We paid $180 consultation fee. ************* brought in his neurology specialist and asked that we leave as they needed time to go through the dogs records before recommending next steps. The neurologist asked that we bring an in home chiropractor and that we run a $600 thyroid test. My dogs thyroid test and specialist ruled out any thyroid issue. We then brought in the chiropractor but we were advised to not perform any treatment without proper diagnostic imaging to avoid further complications such as paralysis. We emailed back to ************* to request an update on next steps and if he had read my dogs records as promised. Dr ****** neurologist asked us to provide in writing a summary of the dogs history which we sent. Dr ****** neurologist requested an additional $180 consultation fee. When we asked the neurologist why she is having us do unnecessary costly thyroid test and see a chiropractor without proper diagnostic imaging, her response was that we are not following instructions and that she will now refuse to take our dog as a client.We emailed ************* asking for next steps per our agreement and since his neurologist has been ineffective in helping us. ************* emailed by ruling out any orthopedic issue and recommended a neurologist neck ***. We ended up then doing a full neck *** at a nearby facility that cost us a few thousand dollars. We also did a ** of the shoulders as we questioned whether her issue is in fact an orthopedic issue. The *** results in fact came back negative while the ** of the shoulders showed a couple of major orthopedic issues. By this point we had incurred:1. The $180 consultation fee 2. The $600 unnecessary test fee for the thyroid 3. The $150 chiropractor fee 4. Over $4000 in unnecessary *** They are now asking us the extra $180 which is unacceptable. We have been very courteous even though they cost us thousands of dollars unnecessarily.

  Business response

  05/01/2023

  After reviewing the complaint, we disagree with providing a refund. Our specialists did provide what they considered necessary after reviewing all your records of diagnostics and imaging done elsewhere regarding your pet's chronic neck pain and lameness.  We do hope your pet is doing better.

  Customer response

  05/02/2023

   
  Complaint: 19904377
  
  I am rejecting this response because:

  After receiving an email from ************* recommending that we do the **** I emailed both the *** and tve ** that was completed at another specialized facility to ************* for advice on next steps. No response. I emailed him again. Also no response. After spending all this money and following the recommendations, we had to go to a different orthopedic specialist and pay another consultation fee there. Not only did we receive an incorrect advice, but we also didnt get any response when we completed what ************* asked us to do.

  
  Sincerely,
  
  ****************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I had taken my dog, Mylo, to the Miami **** hospital. He was kept for a couple of days. They kept advising me that my dog might not make it. Which, I found out by one of the nurses that what they were stating was not true. The person advised, my dog was really healthy. The last day he was there I called them in the morning and the vet said that my dog was dying but that they were going treat him more and contact me back. About 3 hours later, I called again and another vet was ********, he said that my dog was fine and was ready to go home. Which made no sense to me but I went and picked him up. When I picked him up, he was full of energy and it was as if nothing had ever been wrong with him. They had him. They had sent me the full bill for ********** services. I advised that I didn't have it in cash so I applied for ********** credit and Miami Vet charged the service to the ********** credit line. I was making payments to the ********** credit line. Days later I received another bill from Miami Vet under a pet name *****************. The bill showed all of the owner's information. It was someone else's pet bill. I contacted Miami Vet and advised of the discrepancy. The young female understood but then proceeded to send me another bill as if they added the charges to my name. I advised her that my dog wasn't even there those days and that they were not my charges. I also advised her of the privacy violation to the other owner since they had still sent me additional information. She was extremely rude saying that I had to pay for the charges. I even sent her a copy of the wrong bill that they had provided and that I was not that person nor was that my pet's name. I didn't hear from them after. A year later I received a call regarding the bill and advised them again of the situation. Didn't hear back until I see it in collections in my credit. I have proof of my text messages with Miami **** I have proof that they charged the credit line and that I paid ********** in full.

  Business response

  04/27/2023

  Upon further review we have identified the error in our billing.   There was an incorrect invoice for a different client was sent in error to ******************************We regret any misunderstandings or confusion this may have caused.
  
  In addition,there were missed charges added to her pet ****** bill, that were not paid for through Scratch Pay. Although these charges are valid, given the other mishaps we will go ahead and provide a credit in the amount of the balance due, to clear it. 
  

  Customer response

  05/18/2023

  ***BBB Has Received Response From Consumer***
  

   

  Good afternoon, 
  

  I apologize I had not received any notification that the business had responded. 
  

  I read their message from 4/27/23 that they will adjust the balance. But on 4/27/23 they also mailed me letter advising that they are aware of the complaint and advised that I still have a balance of $359.61. 
  

  They have all of records that show otherwise. I also have text messages from the business where their representative states that I supposedly owe a different lower amount.
  

  
  

  I don't understand why they are stating in one place that it is adjusted while admitting what they did wrong and yet send me a letter stating something else. 
  

  
  
  

  Business response

  05/24/2023

  Thank you for bringing this to our attention, there must have been a misinterpretation within our departments. Although there seems to have been an invoice sent out to you in error, something we profusely apologize for; we can assure you, all charges on your account were only for services rendered to your pet. As mentioned in our previous response, the balance due comes from missed charges at the time, that were not included in the ********** payment. Although valid, we understand that this whole situation has caused much confusion, therefore your balance due has been credited so that your account can be cleared. We have alerted the collections agency of this change. We hope this clarifies any misunderstandings.

• Initial Complaint

  01/23/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 01/18/2023 we took our dog to this vet after being referred because he would need emergency surgery. Upon arriving they said our dog was in critical condition and that we need to pay them $4600 upfront for them to start surgery, if we could not they would save our pet but they would keep him. We applied for loans, care credit, everything and we did not get approved. They harassed us to make as a decision as he was dying so we decided to save him be cause we didnt have the funds. They did not offer us a payment plan or any help of any kind. On the paper we signed we gave up ownership to SAVE him. The next day we called and he still hadnt been operated. They lied about how bad he was to get us to pay them sooner or he was never really as bad as they said he was and we did not have to give up ownership as we could have taken him elsewhere. This business is lying and breaking contracts. They will not let us know if he is alive and per the paper we signed he would be SAVED. this needs to be investigated.

  Business response

  01/26/2023

  We have followed up on the complaint and have conducted a thorough review of the incident.  We have all the supporting documentation and signatures for all the documents mentioned on the timeline below.
  
  At approximately 6:49pm the client arrived to MVS and was sent a text message to complete a new client form.
  The pet presented as a referral from the rDVM for a mechanical GI obstruction secondary to a foreign body. As per the owner, the pet had been vomiting profusely. Upon assessment the pet was laterally recumbent, unresponsive, and dehydrated.
  The client was presented a triage form at around 6:51-6:52pm, no exact proof on time. The client did sign and selected "Yes, I authorize life-saving measures. I understand that the cost of services may exceed this initial medical plan." 
  The patient was then checked in at 6:55pm and was seen by Dr. *************** estimate was made for an Exploratory Laparotomy at a range of $4,623.45-$7,274.75 for the emergency surgery.
  The client was presented with the estimate and at that point is when they advised the tech ****** that they could not afford the surgery. The client then signed the estimate and selected "I decline the diagnostics/treatment/procedures listed in this estimate".
  ******* (CSR) advised the client to apply for Scratch Pay and CareCredit. As per the owner, they were denied (no exact proof).
  Shortly after (no exact time) ******, ****** and Dr. ******** discussed the options for the client. Dr. ******** refused to euthanize the pet. Client was offered a payment plan if they could pay a portion of the estimate, or to surrender the pet.
  The client at that point decided to sign over the pet as a surrender to MVS. 
  At 9:09pm the client's friend called and offered to pay for the surgery so they could keep their pet.
  At 9:11pm while on that call, ******* (CSR) sent the friend the medical plan and payment link to pay. 
  At 9:41pm after several attempts to contact the owner for an update, ******* (CSR) sent her a text message asking for an update and if they wanted to proceed.
  The client replied at 9:48pm "Sorry. We can keep everything as it is. Thanks", in which ******* (CSR) replied at 9:50pm " No problem, everything will be left as is and he will remain under ownership of MVS, no update or any more information will be given.."
  Surgery was then performed that same night
  On January 24, 2023, the issue was resolved. MVS reduced the final statement by 50%.  The owner provided a retraction of the BBB complaint in writing.  The owner advised she could not retract the initial complaint on the BBB website but did provide a written document.  The final bill was resolved. Please see attached
  On January 25, 2023, the second owner of the pet, ************** called later in the evening with a request to speak with management. He was very upset and made several false claims. Our Practice Manager *********************, followed up with a phone call the next day on January 26th.    Unfortunately, ************** was very angry and made threats that he was going to take MVS to court.
  In conclusion, we have followed up with both owners and provided a resolution to this issue. We believe we have gone out of way to help the family.  We reduced the fee by 50% despite the owners surrender of the pet for not having the funds to pay the bill initially. The pet was returned and the fee has been paid at the reduced price.  
  Again, all corresponding supporting documentation are available upon request.
  Please let me know if you have any questions. 
  Thank you.

  Customer response

  01/27/2023

   
  Complaint: 18884584
  
  I am rejecting this response because: a lot of information on here is not true. They did NOT offer a payment plan as we begged for them to allow us to pay a portion and have the rest on a payment plan and we were only provided; pay in full or surrender our dog. However, they did give me possession of my dog upon payment in full agreed upon but has yet to provide me with the medical records describing the procedures performed and final invoice upon agreement that I was promised. I requested medical records more than once and they continue to be withheld. Proof of payment in full can be provided upon request. Please let me know if you need anything else. 
  
  Sincerely,
  
  *************************

  Business response

  02/21/2023

  
  The owner maintains that he was not offered payment options. However, we did do so as part of our regular procedures when there is a financial constraint. The medical records were emailed as per ****************** request. They were emailed to the email on file,*************************, who is listed as the primary. The owner alleges that they paid the bill in full, yet they paid the max ****** they could, and we absorbed the rest of the balance.
  We have previously responded to this complaint. Furthermore, we discussed this issue with the primary owner, ************************* on 1/25/23, when we discounted the fee by 50% despite the owner surrendering the dog for not having sufficient funds to cover our services. .
  The primary owner acknowledged there were no issues and complaints when the dog was returned and offered to retract the complaint.
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩