Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This establishment had my dog from 5am March 1st until 7pm March 3rd. They completed blood work, xray, ultrasound - after all results, my dog was sent home and told everything is normal and okay, told to follow a special diet for 3 days. My dog was still sick. March 5th at 11am I took the dog to a different vet, it was determined the dog was not okay and needed immediate surgery. There was a blockage in the upper intestine completely missed by the ultrasound. Wrongful diagnosis. Money spent with no/wrong resolution. 3 additional days of suffering for the animal.

  Business response

  03/11/2024

  Hello, on 3/1/24, client brought patient to us for vomiting and not eating. During the period of time the patient was hospitalized at our facility, we performed imaging diagnostics as well as bloodwork. Radiographs and Ultrasound were performed. These images were sent to a board certified radiologist for interpretation. 3 radiographs and 82 ultrasound images were sent of the patient's abdomen. The imaging report from the radiologist indicated no evidence of an outflow obstruction in the stomach and no evidence of a small bowel obstruction.
  
  Furthermore, while at our clinic there was no indication that surgery was necessary based on diagnostic and clinical impression by the doctors on duty. While at our clinic the patient was improving, no longer vomiting and eating. Without demonstrating the appropriate diagnostic results and/or clinical behaviors required to indicate surgery, surgery was not recommended.

  Patient then represented to client's family veterinarian with symptoms again. Exploratory surgery was then recommended and performed. We are happy that the patient is improving at this time.

  No billing adjustment is being considered at this time.
  
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my dog into this place on Sunday night. The fourteenth, the first thing they told me it was going to be about a thousand dollars. They had me fill out a **** ****** app. Which I wasn't sure what that was at first. But they wanted to make sure I got approved. So they would get paid that very same night. They charged me nine hundred twenty two dollars and thirteen cents right off the bat. Told me the low end would be 700. The Hi endwould be nine hundred. I called them on Monday to check on her. And they started telling me all this stuff. Which I was under so much stress and duress. I wanted to go get her and take her to my normal vet.. That which I had called first before I called them and they told me no I could not come and get her. I first said I'm going to get her and bring her home but I meant I was taking her to my vet which I did end up telling her. And I already cleared it with my vet. So I couldn't pick her up till the next day. And they ended up charging me another $1000. I think this place should be closed. They told me I had 6 months same as cash with this care credit. But after it jumped up to $2000. There's no way I can pay that. Off in 6 months and then it goes to 30%. I think it's all a scam and the owner should lose. His license and my dog ended up passing away. It did call to dispute the charges and they give me a credit of one hundred forty dollars and seventy cents big deal. They know that you are stressed out. They know that you are signing stuff under duress. And I think this is terrible a terrible terrible operation

  Business response

  01/25/2024

  On 1/14/24 the owner brought her pet to us for seizing. It was explained to the owner what needed to be done for *** while she stayed with us. The owner opted to apply for **********. The owner via phone call with myself stated that our CSR did a great job explaining **********. She even mentioned him by name in her google review. The owner opted to leave *** with us for hospitalization and Medications. While *** was with us she developed a heart arrhythmia. An EKG(Not charged due to not fitting in the original estimate) was performed and indicated the patient had an arrhythmia. The doctor immediately called and asked permission for additional diagnostics and procedures. The owner was also quoted at this time and approved treatment. Multiple times it was voiced to the owner that the pet needed to see a specialist. She declined these options. The owner did request to take the pet home and our doctor indicated that the pet needed to be under the care of a doctor. It would not be in the best interest of the pet to go home as the arrhythmia noted could be life threatening. The doctor did not state the owner couldn't take the pet home. After discharge the owner did call to tell us that the pet had passed and that she couldn't afford her bill that she was charged for. A credit was applied to her account to help alleviate some of the financial burden in this time of grief in good faith.
  

  All phone calls are recorded and were listened to to verify that all steps in this process were performed appropriately. SCVEC offers their condolences.
  

  Customer response

  01/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****** ********

• Initial Complaint

  10/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On September 18, 2023, we took our cat to the Stark Vet Emergency because he was throwing up for a couple days and unable to eat or drink. On September 18th, they performed a Parvo Test & X-Rays. After 5 hours in the ER, we left around 1am 7 paid the bill in the amount of $703.82. We were told if the X-Rays came back clean then we would need to bring him back for blood work, which we were quoted $300 for the Blood Work. On September 19, 2023 they never called me with the results of the X-rays. I called them around 5:30pm for the results. They explained the x-rays were clear, no obstruction. I was told to bring him back for blood work if he was still not eating, Again, I was told blood work would be $300. On September 20, 2023, we took the cat back to Stark Vet Emergency for the blood work. Upon arrival I was told the blood work would be $300. After 5 plus hours in the ER exam room, they told us they wanted to keep him overnight for further evaluation which was going to be an additional $2300. I told them I did not have $2300 to keep him overnight, Dr Tara ****** told me to call my credit card company to get my credit limit raised. I explained to her that was not an option. I told her to release the cat so we could take him home. Upon leaving on September 20th, I was given a bill for $1192.01, which was way over the $300 I was quoted for blood work. They claimed they has to redo the X-ray and Parvo test that was just done 2 days prior. I never authorized the additional X-Ray or Parvo test. I was forced to pay the $1192.01 bill or they would not release the cat. They next day I contact the office manage, Taylor, to dispute the charges. He insists the charges were accurate. I have been trying to find out who the owner is to contact them for a resolution. I have filed a complaint with my credit card company but Stark ER says because I signed the credit card receipt that I authorized the charges. If I didn't sign they would not give me the cat.

  Business response

  11/14/2023

  On 9/18/23 Client brought her pet to the office. Just like human emergency hospitals, we do get busy and often times more critical patients do require our attention first. Wait times for stable patients can be 2+ hours at busy times and can often reach 4-5 hours after 'family vet' hours. Radiographs were taken of her pet and sent to a Board Certified radiologist. Our doctor then recommended blood ork. **** declined blood work and opted for outpatient treatment.

  On 9/19/23 Client called us and we were able to give her radiograph results. The recommendation was to have the pet rechecked if the pet was not improving.

  on 9/20/19 Client represented with her pet. The doctor examined the pet, recommended recheck radiographs and bloodwork. Client was quoted for these tests at this time as well. When results were received the doctor then recommended hospitalization and Ultrasound. Client then told the doctor that she was "sucking money out of her" and asked to not be charged for the radiographs. The doctor did tell Client that the diagnostics would need to be paid for today. Already angry, **** decided on outpatient treatment and stated she was going to ****** Akron for for treatment.

  On 9/21/22 Client contacted the Stark Emergency Hospital Director to discuss her experience. She stated that Stark Emergency overcharged her for everything and that her family veterinarian "only charges $100 for x-rays." Client then asked for a credit due to her financial concerns. The Hospital Director let her know that he would not be able to issue a credit. She was charged correctly, quoted correctly and her pet's diagnostics had been completed. She then hung up the phone after telling the Hospital Director he had "a lot of excuses."

   

  ****** Akron did follow up with us. Their paperwork indicated that they did hospitalize the patient and that ultrasound was also recommended by them.
  

  
  

  Customer response

  11/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  To Whom It May Concern:
  The initial visit on Monday, September 18th the Stark Vet ER did the x-ray. Was told if X-Rays were
  clear, we would need to come back from blood work for another $300. They never called me with the
  X-Ray results; I had to call them on Tuesday September 19th around 5:30 pm for the results. I was told
  his x-ray were excellent no obstruction.

  They suggested blood work, which was quoted $300. On Wednesday we took the Sebastian in for the suggest blood work and was again told $300 for blood
  work. They did the blood work, but did an additional x-ray that I never authorized. When I question
  the 2nd x-ray the doctor got defensive. She told me it was her judgment call. She suggested and
  overnight stay for an additional $3000 claiming he had pancreatitis. My exact words were “Do you
  think I am made of Money”. At which time, she told me to call my credit card company for them to up
  my credit limit to cover the visit. When I went to check out was given a bill for almost $1200. I was
  very upset because I was told the blood work was only $300. I never authorized the 2nd X-ray on
  Wednesday. Since they ran the 2nd x-ray without my knowledge. If the 1st X-ray was perfect and
  clear, I asked why they ran another x-ray. I told them I should not have to pay for the 2nd X-ray since it
  was already done on Monday night’s visit and never authorized them to perform. I had no choice but to
  pay the $1200 bill, because they would not bring the cat back to us until we paid the bill. On Thursday
  September 21st, I left message and tried to call back several for Office Manager, Tyler. He would not
  return my calls. Then Thursday evening, we went to ****** Copley. Within 10 minutes of ******,
  Tyler called me while we were in with the Vet at ******. He was defensive and trying to say it was
  the charges were justified. On Thursday when I was calling around for a second opinion, I did ask
  other places what they charge for X-rays and blood work. Of the places I called most were between
  $100 to $150. I tried to work with Tyler but he was defensive. Every time I said anything about our
  visit, he came up with another excuse. I have tried to find and contact the owner of The Stark ER
  without any success of locating.
  

  I called around on Thursday September 21st for a second opinion. We did take him to ****** Copley
  who were more then willing to work with us. ****** did say that in her 30 plus years as a vet that
  they have never seen a 6 month old kitten with pancreatitis. That Pancreatitis is seen in older cats.
  ****** kept him overnight and suggested that if he did not get better to take him to him to a lower cost
  vet. After all of this trauma, the cat had a string wrapped around his tongue leading down into his
  intestines. When the he was trying to pass through his system it was making him throw up and not able
  to eat. I am thankful to ****** for helping our cat. After our last visit to Stark ER on Wednesday
  September 20th, we almost had him put down based on the vet comments about him having
  pancreatitis.  
  
  Regards,
  
  **** ********

• Initial Complaint

  08/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Spent over 4 hours at this emergency vet on Sunday 8/20/23. They took my dog in but would not let us in?? I am not sure why but no, you don't get to see you pet after they take them in! 2-1/2 hrs later they called us in. The vet came in and said they did a physical exam and did not find anything on that and that his vitals were good. They suggested xrays to make sure no obstructions were causing the dog pain and issues. (they also wanted to do blood work which I refused). After doing xrays and given pain med and anti-nausea med to my dog we took our pet home. We take our dog to our normal vet and immediately upon her physical exam knew what was wrong with our dog and did not need to do any other testing!! I called them to find out why they would not have seen what my vet saw only to be given many excuses. I understand they are a 24 clinic but they do not let you in so how am I to know that the EVEN DID AN INITIAL EXAM?? They only want to do unnecessary tests and overcharge you for everything but then did nothing for my pet! After reading all of their reviews I am clearly not their only victim in what they think is good business. They also wanted to do a fluid bolus on my dog which was another couple hundred and I refused this as well ---thank goodness I did because clearly what was wrong with my dog WAS NOT WHAT THEY EVEN LOOKED FOR!!!!!!!!!!!! Service done here was solely to make a buck, I do not feel they did an exam or really even cared.

  Business response

  09/05/2023

  We are so very sorry for the wait of "4 hours."

  Client and patient arrived at building at 3:15pm. Client was checked out at 7:28pm
  

  We work hard to give our clients and patients the best possible experience. Just like our counterparts in the human world, being an emergency hospital, our wait times can get long due to higher then average caseload. This is most common on the weekends when general practice clinics are not open. This patient was triaged very quickly and noted to be stable upon presentation. As soon as it was this patient's turn in line we proceeded with a workup. Owners noted that patient had nausea and an unwillingness to eat a treat. We proceeded with radiographs to check the abdomen for abnormalities.

  Owners then declined additional diagnostics and treatments. Additional diagnostics and/or treatments could have potentially led to a better outcome for ***.

  We wish *** the best.

  Desired Settlement: Refund - Declined.
  

  Customer response

  09/06/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They did not respond to my complaint of how they were unable to diagnose my dog upon physical exam as I noted in my complaint. The time I was there was only noted for the purpose of how long he was there for them to mis-diagnose him during a physical that my vet did without the need for unnecessary testing. Address the issue and not make any more excuses for your inability to provide care upon physical examination without doing all the unnecessary testing you so say needed to be done. 
  
  Regards,
  
  ********* *****

*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. ↩