Complaints

• Initial Complaint

  10/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog to have her eyes checked, following their "good reviews online," and I must say I am beyond remorseful for taking her there and extremely disappointed with the care she received. Her eyes have gotten progressively worse. On the first visit, I was told that her tear production was not the best but that she'd improve by taking Cyclosporin. More drops were prescribed on follow-up visits for other conditions that surfaced. Now, she's nearly blind and in chronic pain. She wasn't like that! When I questioned the methods after noticing my dog's eyes were getting worse following their treatment, they showed no empathy and dropped me from their practice. They even said, 'If I think one of the drops is getting her worse, then stop it.' Who is the specialist here? Now, I have to start all over again with a different specialist at **. It has cost me over $542 and her vision and well-being. I don't know if there's any hope for her or if it's too late, which makes me heartsick.

  Customer response

  10/08/2024

  October 8, 2024
  

  Complaint         #********
  From:                     **** *****
  Against:               Veterinary Eye Institute in *******
  
  Per your request Im enclosing proof of the payments to this business.
  
  July 12, 2024 $269 (Receipt and credit card charge page 5)
  Sept 11 $158 (Receipt was not provided but youll see the credit card charge page 9)
  Sep 21 $115 (Receipt and credit card charge page 15)
  
  Feel free to contact me if you need anything else at ************ or at ***************************.
  
  Thanks,
  ****

  
  

  Business response

  10/21/2024

  I am writing in response to a complaint filed by **** *****, whose pet was evaluated at our practice on three separate occasions.  At each visit, our doctors thoroughly explained the patients condition and presented all appropriate treatment options, including both medical management as well as a procedure.  After considering the information provided, the client elected medical treatment.  After medical therapy failed to improve the issue we communicated that the condition would not improve unless we performed a procedure, this was declined on two separate occasions. 
  
  Despite our teams best efforts to offer comprehensive care and clear communication, the client expressed dissatisfaction with both of the doctors and the treatment plans presented.  Additionally, the professional relationship between our practice and the client was terminated after the client displayed disrespectful behavior towards our team members.
  
  At VEI, we strive to provide the highest level of care and maintain respectful, professional interactions with all clients.  We regret that this situation did not result in a positive experience for the client, but we stand by the care and professionalism demonstrated by our team throughout this process.
  
  Thank you of the opportunity to address this matter.

  Customer response

  10/21/2024

   
  Complaint: 22390884
  
  I am rejecting this response because:

  The procedure recommended also came with a warning that it could make her eyes worse, including losing her eyes. I was not disrespectful but rather a desperate and frustrated owner, because all I experienced was my dog getting worse after their treatment and the doctors could not provide a better solution than to add more medication or dont use it if I felt it wasnt working  Im paying a specialist that could not provide relief but worsen her condition. She was going blind very fast with the treatment given. After they dropped me, I stopped giving her the drops they recommended. She went from being lethargic in excruciating pain and barely opening her eyes, to being herself - a happy and playful dog. All they could recommend was increasing the drops or a procedure that had no guarantees of improvement with a high price tag. I felt that the same treatment is given to every dog and didnt consider her specific situation. One size doesnt always fit all. She reacted negatively and they failed to find out why. Instead I was dropped because I questioned it when my dog was getting worse. I wasted my time and money and caused my dog to suffer unnecessarily which I wholeheartedly regret. 
  

  Sincerely,
  
  **** *****

*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. ↩