Complaints

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog was sick and needed a check up, I was squeezed in that day, but then charged an $85 urgent fee which wasn't made known to me on the phone, but on my first puppy check up visit (days prior), I came in the same day as well with no extra charge. They also gave him a clean bill of health which obviously didn't want right because I had to come in days later because he was sick. During the visit my dog had multiple tests done to which I was never told the price. My dog got injected with multiple fluids to which i wasn't told about until AFTER. We were never told about prices to which the doctor replied later that he "needed to do what was best for the child" and that "money isn't the problem", but not everyone can afford outrageous tests.My dog had an x-ray done I didn't consent to, the doctor said that I "nodded my head". I care about my dog more than anything, but I do not have an unlimited wallet. In all I spent around $1100 just for my dog to have an intestinal parasite to which the treatment and p*** sample cost $92. Not to mention that he is still sick, throwing up water which he wasn't before the vet visit. And when my boyfriend wrote a poor review the doctor tried to take off the price of the x ray to get him to take down the review.

  Business response

  09/07/2022

  Owner called at 9:30 am on Monday 8/22/22 for an appointment for her new puppy which she reported she had just obtained the day before - we were able to offer her an appointment at 10:30 am that same day as we had just had a cancellation moments before her call.  We normally book two weeks in advance for new patient wellness exams.

  The dog presented for his appointment as appearing healthy and he was given the next vaccinations as noted on breeder records client brought with her.  Client paid for and took with her a ***** kit which was not returned prior to the urgent care appointment.  At that time no questions or issues arose as a result of the visit or charges.

  At the time of the appointment we charged $38 for puppy and kitten exams for animals less than 1 year old - our normal exam fee at that time was $68 - we charge less for puppy and kitten exams as we recognize the need to bring in young animals more frequently during the first year for vaccinations and other wellness care.

  On Friday August 26th at approximately 12:30 PM owner called and reported dog was lethargic, had green snot coming from his nose was urinating a lot and had recently vomited and was unable to hold down food or water.  Owner was offered at 2:00 appointment that day on an urgent care basis.  We charge a higher fee for urgent care sick pet appointments as by nature they are more urgent and require more time and effort to work up a diagnosis.  Additionally the puppy needed to be worked in alongside a previously scheduled appointment for another client.  Owner did not inquire as to the cost of that visit at the time the appointment was made.

  Four days had passed between the time the puppy was seen for wellness and the urgent situation.  It is beyond our capacity to conjecture as to what may have transpired with the puppy in that time.

   On August 26th, puppy was presented pale, weak and dehydrated - the client had stated it had not been able to hold down food or water and had vomited 5 times over the past 24 hours.  Upon physical exam it was mildly tense in the abdomen, and the stool was not formed when the puppy's temperature was taken.  Our concerns regarding parvovirus, foreign body and/or possible pancreatitis were discussed.  Owner verbally agreed to a parvo test and bloodwork, setting aside radiographs as the she felt it was unlikely to be a foreign body.  The parvo test was negative; the bloodwork reflected dehydration, but no cause was identified for the puppy's inability to hold down food and/or water.  The need for radiographs to rule out a foreign body was again discussed, and at that time the owner agreed and radiographs were performed.  Some material was noted in the stomach and thickness of the stomach lining was also noted.  It  was discussed with owner that gastritis was suspected due to material potentially irritating the stomach as it was passing.  The puppy was treated with fluids to address the dehydration, anti-vomiting injections and oral stomach protectants, advising the owner to re-xray the abdomen if clinical signs persist, as foreign material may necessitate surgery.
  

  During the course of the appointment the procedures and bloodwork were discussed with the client and verbal approval was obtained.  The client did not ask for prices prior to any procedure being performed, and at the conclusion of the appointment went to the front desk and paid the bill in full without question or complaint.  She proceeded to bring back the requested urine and ***** sample the next day, again not questioning or complaining about the cost of the previous day's visit. These two samples revealed a probable bladder infection and the presence of giardia in the stool, for which medication was prescribed.

  She then proceeded to return on Monday August 29th to pick up the prescribed giardia medication; again with no questions or complaints about the charges from the 8/26/22 visit.  At that time the owner reported to the technician that the pup seemed to be doing better.

  
  It was not until the mother of the owner's boyfriend of the puppy called the office to complain about what her adult son and his girlfriend were charged, that any questions or complaints arose about the care or the charges associated with previous visits. As a result of that call, we reached out to the owner of the puppy to address any concerns that she had not expressed to us.  We even offered to refund the cost of the radiograph in a good faith effort to preserve the relationship. They declined and requested more to be refunded.  Unfortunately we were not able to come to a satisfactory agreement, and owner requested copies of her records.  We complied with the request within our service standards of ***** hours.  We sent the records to both the owner and her veterinary practice of choice.

  Beginning on Monday, August 29, 2022, the client and her boyfriend repeatedly posted one star reviews on ******* posting new reviews regarding the same visit several times over the course of the past week to ten days.  This activity has been reported to ******* The boyfriend's mother, who is not an owner of the dog nor a client of our practice, on her own ******** page called for the revocation of the doctor's ******* and encouraged others the share the post.  Legal counsel was retained and a cease and desist letter was sent to this person.

  Please let us know if you have any questions.

  Thank you

  Caring Paws Animal Hospital

   

   

  Customer response

  09/08/2022

   
  Complaint: 17895867
  
  I am rejecting this response because:
  

  The information stated was incorrect, there was not verbal agreement for all procedures, some procedures done were not authorized before administration, prices were asked by my boyfriend and I many times, and the refund of the radiograph was offered as a bribe to take down our reviews, not for a better relationship. The doctor also mentioned on the phone that he did not need permission to run tests because he had to do what was best for the dog regardless of price, or our opinions. We were insulted personally over the phone, screamed at, and talked over about our disagreements about the situation. 
  

  Sincerely,
  
  Allity ********

  Business response

  09/09/2022

  We dispute her claim that they asked for prices and they were not provided and also dispute their claim that they did not provide verbal approval for the procedures prior to them being performed.

  There were two technicians who worked that room with the doctor who have reconfirmed that the owner gave verbal approval for the procedures.

  Regarding the claim that the doctor was rude and yelled at them - when the doctor called the owner to inquire as to what her concerns were because we had not been directly contacted by her - she, her boyfriend and his mother were all on the phone calling his integrity into question and calling him a liar.  As I stated in my previous response, the mother is not in any way involved in the dog's ownership or care.  There were several people here in the area who heard his side of the conversation and will attest to the fact that he did not threaten them.
  

  The mother then called back later in the day to report to the office manager that she had recorded the conversation and was taking legal action.  As you may know recording someone without two party consent in the state of ******* is 3rd degree felony.  We then retained legal counsel to advise her of such.

  Thank you.

   

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