ComplaintsforTender Loving Care Animal Hospital

• Initial Complaint

  05/09/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our dog was very sick. We were not allowed inside, hot day, had to stay in the car, they wouldn't even allow to use the restroom. After a $***** estimate and said we have to start with blood work and three injections so we agreed. I spent $418 that day, no take home medicine given. We never got to talk to a doctor, secretary told us our dog needed to be neutered. Problem was, his stomach making noises and he didn't want to eat so my husband said we will take him to his doctor to be neutered when he's well, please fix this problem he's having with his stomach. They didn't even give him an IV. The secretary was condescending. We took our dog home that night we didn't get any sleep he was trembling all night. The take-home paperwork did not indicate what he was injected with. The next day I took him to an emergency clinic they needed to know what he was injected with but this veterinarian office refused to tell me they said it was confidential and they don't print it on the take home paperwork. They didn't open until 2:00 p.m. that day so my dog had to wait all day for treatment until their office opened. They would only release that information to a doctor they would not even email it to me. The doctor had to call them to get that information so he can proceed with treatment. I called back to request a refund since we did not receive proper treatment and our dog left worse than he was. The veterinarian called me back and was aggressive, talking over me and even shouting at some point. Finally he agreed to refund and said I have to sign something from his attorney. I didn't get a refund or a call back. The other doctor determined our dog was dehydrated, had inflammation in his intestines and treated him for that with take home medicine. They were blown away our dog was released and not given an IV. I request help from the BBB to get a refund, I tried to work with the vendor, but they mistreated me I can't take any more abuse.

  Business response

  07/08/2022

  Business Response /* (1000, 5, 2022/05/30) */ To be very clear we went out of our way to help **************** and her dog *****. We Are a very respected animal hospital and have been in business for over 20 years. We have never received any complaints to the bbb in over 20 years. ******** called us for help because her regular Vet would not see her. Apparently her mother and cousin are normal clients of ours and have spoken highly of us and told her that we saved their pets lives in the past. She was asking to be seen as no other vets would see her. We were fully booked, but due to her situation, we agreed to see her on an emergency basis. She told us she gave her dog hydrogen peroxide(which is potentially toxic to dogs)to make her own pet vomit because she read it online somewhere. We brought ***** in as an emergency, we explained we are still doing curbside concierge service/covid protocols( as many other vets are as well) and she would have to wait in her car. We brought ***** to our treatment area to examine. I performed a complete thorough physical exam. I found ***** to be geriatric, very weak, had a painful and tense abdomen, swollen inflamed prostate, and severe dental disease amongst other concerns. We immediately recommended that she take ***** to 24 hour urgent care for hospitalization and critical care, we were worried about the severity of his case, we are not a 24 hour facility. She and her husband did not want to go to 24 hour care so the next step was to give them our recommendations and an estimate to hospitalize and treat ***** at our facility. We gave her a complete and thorough estimate to hospitalize ***** with us. We recommend over night intensive care ( including fluids and intravenous catheter ) multiple injections treatments for pain inflammation infection dehydration etc. We recommend X-rays blood tests ultrasound medicine going home as well. Attached is a signed estimate that we gave her including the referral to 24 hour care and all the care we strongly recommended. We are very thorough and I take pride in recommending proper complete medical care. ******** and her husband were adamant with my assistant ***** that they did not want to got to 24 hour care and that they didn't want to keep their dog in our hospital. ***** said it was hard talking to them. They were telling her that their dog didn't need everything that we recommended. ***** became uncomfortable with going over a treatment plan. She asked our Manager **** for help talking with the clients because Clients were scrutinizing estimate and just wanted the bare minimum. Manager **** who was very busy spent over 30 minutes of explaining all recommendations. They kept insisting that their pet did not need all the medical recommendations we had made. They were clear they wanted to take pet and go to their regular vet. After 30 minutes of trying to help this family and explain the itemized treatment plan. **** convinced them to at least do a few injection to make their pet comfortable for the night, and a blood test. We were getting ready to close and they needed to make a decision. They were very clear that they wanted to go back to their regular vet the next day they didn't even want to take meds for pain, dehydration, and infection. Everything we went over is on our estimate that was signed by ******** herself. Blood was collected, ***** was treated and sent home against medical advise. Owner understood our recommendations and signed wavers. She waived all the care we stressed ***** needed including hospitalization and medications. I was overseeing anesthesia on pets so I could not run out and talk to them. ******** called the office the next day spoke with ***** in am and said that she didn't believe we treated her pet at all. She questioned if we even gave the shots that she had payed for? ***** assured her we did. When blood came in ********** gave her a courtesy call to review blood and emailed her the blood. ********** told her to come back at 2 pm when we open or to take her pet to another hospital if he's not better and we can send the records then. ********* hospital called for the records and complete records were sent to them via email at once. The next day ******** called asking for her money back. My manager **** spoke with her and reminded her that we had recommended 24 hours in the hospital and she declined it. **** went over all items on her signed waiver that she declined. ******** said she didn't do more care because " it sounded like an UPSELL". She said the shots we gave didn't work and she wanted a refund. **** said she will talk to chief of staff ( myself )to discuss further. I immediatly called ******** and apologized for her experience. I asked for her to explain her side of the situation. I heard her out. Im trained in communications and i have training and continuing education in dealing with upset clients and complaints. I felt I handled the call with patience and compassion. I asked why she wanted her money back when the blood test was run and the injections were given? She said my staff was trying to upsell her and that her pet didn't need what we recommended ,yet She was upset that her pet wasn't cured with 4 shots that we gave. I stressed the injections helped but ***** needed more care and she declined it. She was also upset that she spent $900 at ********* the next day. She said that we were refusing to email records to amar glen. That's when I confidently assured her that we did email records, and i have an email confirmation proving it. At that moment her husband jumped on the phone and said, " don't talk to my wife in that condescending tone- what do you think we are? a bunch of DUMB MEXICANS that you can take advantage of" I remember the exact quote because this was extremely ludicrous and offensive (my dad is 100% Mexican ). My name is ****************!. I responded " Sir, this my regular voice, and i don't even think i can respond to you at this time based on that ridiculous statement." I went over every injection I gave, and explained how it helped *****. I want over every item they waived on the estimate. I read the medical note I had written on their estimate the day off their visit. I apologized and told them that I was only trying to help them and *****. I agreed to give them a refund in good faith(minus the blood test). I said I'd refund their money In the spirit of good will, for their family being clients here, and for any miscommunications. iI apologized profusely. I told them I my attorny has a letter basically saying that I am admitting no wrongdoing and in good faith I am giving them a refund. She didn't like that. I told her to call me Monday I'd have letter from my attorney.We agreed to do refund that Monday. I was clear i would refund her. She was very thankful and nice. She thanked me for seeing ***** on an emergency. I apologized for any misunderstanding or miscommunications. I apologized for them feeling they had a bad experience. She said she would call me Monday for her refund. She never called for refund. I want to be very clear that 1-we only offered the best, highest quality Veterinary care for ***** and ****************. 2- We went out of our way to accommodate ***** and her by seeing them on an emergency basis. I even postponed a surgery to examine and treat ***** that afternoon before closing. 3- Our staff was very thorough and clear with our treatment recommendations. 4-She understood, waived, and signed a very complete treatment plan waiver. She waived all of the care her pet needed and that we recommended. 5- On phone call she told me that she is a client that would do anything for *****, I then asked why did you waive everything ? She said because she felt we were UPSELLING her. They were very clear that they didn't trust us , they didn't want us keeping and caring for their pet, and they were very clear they wanted to go to another hospital the next morning. They kept saying we are upselling them. In medicine there is no upselling. 6-. I am offended and upset by this case because all we ever tried to do was offer the best Veterinary care for *****. All we wanted was to help ease his pain and suffering. We are caring, honest, hard working, compassionate front line medical workers with a great reputation.. My staff didn't deserve their interactions with the ********. I did not deserve Mr ******** insanely rude, ludicrous attack on may character, calling me a************************!! My own race! 6- Even after all those accusations, I had agreed to refund money for shots that were given . i just wanted a resolution. She never came or called for her refund. 7- The Truth is that We were very thorough, transparent, clear, and compassionate in treating ***** and ******** at all times. We only treated them with respect and professionalism, Even in the mist of accusations and offensive remarks we maintained the utmost professionalism, for this I am proud and confident in the facts and the truth. Business Response /* (-10, 7, 2022/05/30) */ Business supplied email: **************** Use this address for any contact with the Better Business Bureau Consumer Response /* (3000, 9, 2022/06/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) The fact of the matter is my dog left tender loving care veterinary office in a worse condition than I brought him. I followed the proper protocols in a respectful manner and tried to resolve this with the vendor directly before seeking help from the BBB, but I have been met with nothing but hostility. I have attached a copy of my bill from the veterinarian I had to see the next day because ***** was even more sick, did not sleep all night and he was trembling. I circled the date in red and I removed some of the personal information on the bill in case this will be posted on a public forum. The other doctor at********** immediately told me that ***** needed an IV because he was very dehydrated after losing a lot of fluids. Tender loving care refused to give me details about the treatment they gave ***** and the paperwork they gave me does not state what injections he was given. The other doctor had to wait on the treatment because he needed to find out what injections were given so that the medications don't interact with one another. Tender loving care was closed until 2:00 p.m. that day so it was a long wait to get that information from them and they would not email it to me directly because they said only doctors can talk with doctors. They conceal that information from the pet owners for some reason. I don't know what was performed on my dog because I was not allowed inside nor did I even meet the doctor that treated my dog. I have received two phone calls from two different doctors at tender loving care who both claimed they were the treating doctor for *****. I don't really know who treated ***** all I know is that I did not get to go inside to talk to a doctor. My only interactions with the doctors at tender loving care have been on the phone after the fact. In the end, ***** was diagnosed with dehydration and inflammation in his intestines. This doctor also did a urinalysis and concluded there was no kidney problem. He said that urinalysis is the best way to go when you're concerned about kidneys or anything in the urinary tract. I picked up ***** the same day after he underwent treatment for a large portion of the day. The doctor invited my husband and I inside the office and he showed us the detailed X-rays on the computer, he spend some time talking with us and explained the medications and was very thorough about everything. He even gave ***** a prescription diet to follow because he is 15 years old and his nutritional needs have changed. I have been respectful to Tender loving care veterinary staff, all I wanted was help for my dog because he was so sick. I respectfully request a refund because as you can see I had to go to another doctor the next day in order to save my dog's life. Please see the attached file for reference. Business Response /* (4000, 13, 2022/06/22) */ With all due respect to you ****************s. To be very clear we did nothing wrong medically in this case. You brought your pet in seeking urgent medical care when your regular vet would not see you. We went out of our way to accommodate you and to help your pet. You waived the recommended hospitalization referral and further testing in our hospital. You agreed to pay for treatment and blood testing and that's what your pet received. We spoke on the phone and we agreed to refund your payment minus the blood test out of good will. As previously agreed upon. We will refund you as agreed on out initial phone conversation. Both parties will need to sign a settlement agreement protecting both parties. We told You that we would refund you out of good will, so I'm not sure what the issue is? Please contact us to initiate refund process. If there are any questions or concerns feel free to contact me directly. ***************** Consumer Response /* (4200, 15, 2022/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already contacted you for a refund, you told me I have to talk to your attorney and sign some agreement, but you never followed through so I came to the Better Business Bureau for help. You are welcome to refund me, I agree to pay for the lab work but the exam fee and the fee for injections is what I respectfully requested when I initially called your office. Please send a check or send it electronically. I don't have time to keep emailing you and following up. I also have Zelle if that makes it easier.

*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. ↩