Complaints

• Initial Complaint

  12/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my dog to this veterinary office to have a ************* suppression test performed that was supposed to cost around $260. I confirmed the test that I wanted with the receptionist when I scheduled the appointment. When I brought my pet into the office, I attempted to confirm the type of test that my dog was scheduled for, as it was an 8 hour test, and the receptionist said the vet would need to call me later but would not confirm the test they were performing. The vet never called me, and instead went ahead with performing a test that I did not order. I called hours later to check on my dog and was informed by the vet that they had performed a different test that was over $100 more than the one I ordered, and was admittedly not as accurate. The vet refused to offer any type of resolution other than to say sorry. The vet called me a few days later to discuss the results of the test they performed and said based on the results of the less accurate test, that I might consider paying them to perform the test I originally ordered. Again, they will not admit to any fault and will not do anything meaningful to rectify the situation other than to apologize.

  Business response

  01/03/2025

  *** was being tested at our clinic for a condition called ********* disease, which is a hormonal imbalance.  There are several tests for this condition which are 85-95% accurate , but none are 100% accurate.  Sometimes 1 test is recommended above another due to comorbidities. Sometimes multiple tests are needed to confirm diagnosis.

  This patient was seen by a veterinary specialist 8 days prior to our test and on her written notes she recommended a test called **** response test.  When ****** called to schedule testing, our receptionist confirmed it was for an **** response test.  When ****** came to check *** into the clinic, the receptionist that day said it was for an **** response test.  ****** says she wanted an 8 hour test but did not know the name of the test she wanted (due to a long name and medical jargon ("Low dose ************* response test"), and says she asked for the veterinarian to call her about pick up time.  

  We ran the test recommended on the notes by the veterinary specialist.  Our fault was not having in writing what test was to be performed that day and not communicating appropriately with ******.  While I believe it was right to run the test recommended by the specialist I probably would have run the low dose ************* response test, I have called ****** and apologized for our lack of communication.  I have also fully refunded the cost of the test by check so she can apply those funds to care of *** **************** I hope the refund and the results of the free test help her and ***.  I am sorry that our clinic caused her distress, and wish her and *** well in the future.

  Sincerely, ***** ******

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