Complaints

• Initial Complaint

  08/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have a terminally ill dog with pancreatic cancer. She (*****) was taken to elemental pet vets where they prescribed her medications that improved her symptoms to enjoy quality of life w the time she has left. Four months later I needed a refill and they said she had to come back for a follow up— as a healthcare provider I’m here to tell you, that’s not standard practice. Both good morning MD husband and I were confused by this. When i asked why and said it wasn’t standard practice, they simply responded by terminating us as patients, leaving my sick and dying dog out to dry!! If they really valued caring for dogs over their bottom line, they wouldn’t do such a thing. I have all proof in emails but it does reveal “personally identifiable” information such as my name and email and their email. I did not include this but please reach out if you’d like to see.

  Customer response

  08/21/2023

  I would like them to reach out to me and apologize for such quick dismissal and acknowledge that my terminally I’ll dog doesn’t deserve to be left high and dry for medications that are the only thing keeping her alive. They had no right to abandon her. In their letter they stated that I was apparently not respectful but there was zero profanity, I simply asked them if they were just trying to get more money out of us and immediate response was that they are discharging my innocent dog from their care. I’m allowed to inquire about intentions behind requiring additional follow ups in a short period of time especially when it doesn’t fit the human medical model that I’m incredibly familiar with. Admission of being wrong and accepting her as their patient is what they should be doing, it’s the only way to make this right. 

  Business response

  08/27/2023

  Ms. ******, I noticed you removed your unprofessional and fallacious review from Google after my response. It would be better to leave this one online, so that reasonable and well-mannered pet owners can have some insight as to why veterinary hospitals occasionally have to terminate client relationships (as we did with you). As in my last response, I am glad that your dog is responding well to Dr. K***'s treatment regimen. Despite describing this treatment (and by inference, Dr. K***) as a "godsend", you have decided to repeat your misguided diatribe about our hospital on a second internet platform. Every single aspect of your unfortunate review is provably fraudulent and designed to damage our reputation in the minds of the reader. Your pre-emptive move of accusing us of being condescending with our responses will not insulate you from an appropriately measured response. Here is a summary of why your review is unfounded and deceptive:
  1. By your own description, your dog has an uncommon and serious disorder that requires frequent monitoring in order to ensure the best life quality and survival time. Another doctor (not Dr. K***) prescribed a drug that Dr. K*** did not prescribe initially. It is totally reasonable for the doctor who prescribed that drug to refill the prescription; it was that doctor's medical decision. It is also totally justified to request a recheck examination four months later to make sure it is safe to continue this medication. It is not ethical (nor legal in NY) for a veterinarian to prescribe drugs for a pet without physically examining the patient at a reasonable interval of time. Our recheck examinations do not cost anywhere near $250; you made that up.
  2. Your assertion that Dr. K*** asked for a recheck examination as "payback" for you pursuing a CT elsewhere is disingenuous and you know it. You are fully aware that we do not have a CT scanner; you were advised to go elsewhere for this service (by us) because we could not provide it for you. Not surprisingly, the facility with a CT scanner that was closer to you declined to see you as a client because of your rude behavior with them. To state to the public that we asked to recheck your dog because you did not get a CT with us is as preposterous as it is deceitful. You were dismissed from our clinic because of your repeated rude behavior. Below is the last example of your rude behavior (other than your specious review):
  EPV: "I contacted Dr. K*** regarding this refill. Per Dr. K***, refills should be filled by the last practitioner that saw XXXX. If that is not possible, she will need a recheck with Dr. K*** and I can refill enough to get to that appointment time. Please reach out to XXXX and speak with XXXX about this medication.
  You: XXXX only met with ***** once for a ct scan because they were able to get her in much sooner than the other office. There is no reason she should need to be reevaluated. This sounds to me like youre just wanting to get more money out of us.
  -***** ******, FNP-C
  Does this information really "prove your point"? Nobody at our facility left a "hospice dog out to dry without life-continuing medications". Those statements are insulting and unconscionable on your part, as well as nonsensical. You seem to have a lack of understanding of the term "hospice care”. You were offered a refill to tide your dog over until the recommended recheck examination.
  3. Other reviewers have not "written similar complaints about money".  One more falsity for the pile. There is one review that mentions money concerns, a client who thought she was entitled to free recheck examinations after an urgent care visit. Our reviews speak for themselves and do not require your completely inaccurate interpretation of them to do so.
  Your last statement is the only comment that has any value. People who read your baseless review should compare your accusations to the facts-"make of this what you will."
  For your own dog's continued good health, you should try to suppress your proclivity to be abusive to veterinary professionals. As I stated in the response to the google review you posted, do not contact our hospital again.

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  To Whom It May Concern: On the date in question, July 22nd 2022, I brought my dog to this vet as a new patient. During the appointment the Vet suggested we do blood work. I was told when I booked the appt that the initial charge of $198 covered anything that takes place during the appt. No one told me before testing my dogs blood that there would be an additional charge. When I brought this up with the manager they refused to respond and never addressed this. It 16 years of having pets, any time an additional charge for testing or services happens at a vet, the vet tech brings an estimate or invoice into the room for you to sign before testing takes place. At the very least, the vet lets you know what the charge would be. This did not happen. At the time I booked a follow up appt which was pre-charged to my card and thought that this was what I was paying for when I left. Once I got in touch with management to complain about this additional charge, instead of addressing it, they ‘fired’ me as a client and have refused to communicate with me further. What's more, they do not even respond in their email to the fact that I was not told before testing, that there would be an additional charge. Given the complete lack of customer service and failure to clarify charges before services were performed I do not think I should be liable for this charge. Attached is the letter I sent them and their response. Thank you, ******* *****

  Business response

  08/23/2022

  This individual is being disingenuous, and her complaint is nonsensical. She was also rude to our employees. She knew that her initial charge was for the appointment only. Nobody told her that her appointment fee covered anything else that would be done. This is simply a lie. We have a very small staff, and they all know that appointment charges are separate from tests, vaccines etc. This charge was $175 not the fictitious $198 that the individual reported. She not only approved the charges associated with the bloodwork and vaccination (that she requested), but she happily paid the bill (which was $373.20). She clearly understood that the additional charges were for additional services rendered (bloodwork and a rabies vaccine) and did not dispute any aspect of the charges. She only complained 5 days later with her ludicrous story that anything she would request for her dog would be covered under the appointment fee. This would be akin to going to a restaurant and expecting additional menu items for free once a meal is ordered. Part of her complaint was that she "could have had all this done at her regular veterinarian". Since we offer specialty services, she probably realized that she paid more for her appointment than she would for a regular health check elsewhere and decided to lie in order to recoup some of the money she spent. That behavior and mindset is inappropriate. She was fired as a client due to her rude behavior, not because we had any intent of refunding her money-that part of her story is also a non-sequitur. We made it very clear to this individual that she is no longer a client, and she should have realized that we will no longer be in communication with her. 

*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. ↩