ComplaintsforVCA Canada

• Initial Complaint

  21/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 2nd at 4pm, we brought our 2 year Golden retriever rescue from ******** to ***** . ******* had ingested a chicken skewer and had a fever of 41. ******* was admitted to ***** at 4:50pm. During the intake with *************************,we were very clear that money was not an issue, and that we wanted whatever test they needed to do to find the skewer performed as quickly as possible given his very serious condition. The first x-ray was performed 5 hours after he was admitted and did not include an x-ray of his chest. On Tuesday January 3rd 2023 at 2pm, we went into the clinic to visit *******. Dr. ***************** said they still didnt know what was wrong with him and that they were going to look into infectious diseases from ******. They still had not found the skewer. On January 4th 2023, 40 hours after being admitted to the *** the surgeon phoned us at 9:26AM PST to report the results of the ** that we requested they perform multiple times, which showed the skewer lodged in his esophagus, passing through his lungs and pressing on his heart. On January 6th at 6am, we received a call that he passed away as his heart stopped as his blood became hypercoagulative causing him to form a clot which led to a pulmonary embolism and they would be in touch with our invoice. The medical care ******* received upon his admittance, and the delay in identifying the location of the skewer that was reported to the admitting veterinarian was responsible for his increased immune response, leading directly to his heart failure. We were billed by the hour for every hour that ******* was in the care of VAREC while they looked for the cause of his illness even though we told them what the problem was. This services we received and paid for were not that of an emergency service.

  Business response

  28/07/2023

   We are aware of this client's complaint against Vancouver Animal Emergency and Referral Center. At this time, the case is pending before the regulatory body, CVBC (******************************), and in addition, the clients have indicated they are seeking legal action. Given this, it is not appropriate for us to comment publicly on the matter.

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