Complaints

• Initial Complaint

  05/06/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On April 14, I took my cat *** to the Maumee emergency vet because he had not eaten x 4 days and was throwing up small amounts of mucous. He looked very sick and could hardly hold his head up. Dr ***** ****** finally saw him after waiting 2.5 hrs and she had to sedate him to get xray. After all the tests were finished, she said she gave him fluids and the xray showed gas in his bowel. I took him home and he still wasn’t better the next day so my work let me take off early to bring him back to the ER vet.. After waiting 2 hrs Dr ****** **** saw him and wanted to sedate him again which I refused. *** was already not feeling well and to put him through the stress of sedation wasn’t going to happen. She said he had gas in his colon and we just have to wait it out. I asked her if he could use meds because the person on the telephone told me to bring him back in because the vet could give him meds. and she gave me 2- an antibiotic and anti emetic. Total for both days for the ER Vet to tell me he had gas was $991.50 +$117.49. The next day, I took *** to my vet because he was getting worse. They did have to sedate him to get another xray and the results were similar to the one at the ER vet but his gas was gone. My vet told me he had inflammatory bowel which she indicated on both xrays. Both showed an inflamed bowel. We had to call for ***’s records because the ER sent ***’s records to the wrong vet even though I told them which vet I go to. My vet treated him with a steroid injection, fluids and anti emetic and gave me a few cans of digestion cat food-She told me not to give *** the ER meds because he didn’t need them. I’m writing you this because YOU the ER vets could have seen that *** had an inflamed bowel which was shown on the xray but all they focused on was gas! They did nothing for him, wasted our time, and charged me a lot of money which I gladly paid trying to find out what was wrong. I would like a refund of $1108.99.

  Business response

  05/06/2024

  We received an email from Ms. ***** on Sunday May 5th at 12:46pm. The email was similar wording as the complaint filed with the BBB. Our Medical Director discussed the case with the doctors who treated *** and also reviewed all the medical notes and radiographs. After a full review, our Medical Director emails Ms. ***** back on Monday May 6th at 1:42am. He discussed in detail the exams and radiographs. Unfortunately, IBD cannot only be diagnosed looking at a radiograph. Either a steroid trial or a biopsy is needed to fully diagnose IBD. IBD can not be visible on a radiograph. We can not speak as to the conversations the client had with her regular RDVM and we can not speak towards the medical diagnosis that veterinarian gave the client. However, we have evaluated our medicine and treatments and have determined there was no wrong doing or missed diagnosis on our part. We did email the client and explained the entire situation, but have not heard back as of yet. I have attached the email sent to the client for additional support. Thank you for taking the time to review our case and for allowing us to respond to the client's concerns. We absolutely do not want any client upset with the treatment their pets receive under our care. We treat every complaint seriously and take the time to evaluate the medicine performed on that day.  

  Customer response

  05/06/2024

  
  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,
  
  ***** *****

*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. ↩