Complaints

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Made appt for my dog **** They charged me $79 deposit to make appt.3 vaccines needed. Nails needed trimmed and basic wellness check. Vet and asst with laptop came in, no table for dog, vet haphazardly tried to check ears while dog ran around ******* stated we dont man handle dogs so cant trim nails.Asst showed me laptop of potential charges $500.I said that I just want required vaccines. Made me leave building and clearly told me to go outside and they would bring dog out after shots. Never saw them give shots and one was oral. *** came out and we left. Then tried to get prescription for chewy.com and they told me I would have to come in and pick it up. Instructed me to call first, they never answered so with reluctance I ordered thru them. It was clear they want to make it such a hassle that u get prescriptions from them. They declined on line script immediately bc I had incorrect weight. When I resubmitted they still havent approved it and called to tell me they need 72 hrs. They also called me regarding my negative review? Who does that? She called me this morning and canceled me and said to look for another vet. Ok., ***** exam was haphazard, I wasnt allowed to be present during my dogs 2 vaccines and 1 oral Im not sure it was done. I wasnt able to get her nails trimmed during this exam and they wanted to sedate her to trim them and of course come back for another appt.$. The appt and exam was a colossal waste of time.I would like a refund for my initial exam and money spent on vaccines they claim they administered.

  Customer response

  12/05/2023

  No, they have not responded other then by their ****** website review.

   

  When I spoke to the woman regarding the prescription, she was nasty and said that I had given them a bad review and I responded by saying, that was how I felt during my visit. She said she will send out prescription and I will have to find another veterinarian. They mailed my dogs papers.

   

  Thank you for your time with this matter.

   

  Sent from my iPhone

   

  Business response

  12/21/2023

  Please see attached. 

• Initial Complaint

  04/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  There are several issues with my complaint, and I have attached a PDF with the full complaint that can be read and addressed. My concerns are with billing practices, not being told costs, being told a lesser cost than what was billed, and not being told the extent of my cats diagnosis and prognosis which ended with my cat suffering while passing. My complaint is very lengthy and that is why I have addressed the entire situation with dates in the pdf complaint labeled 'Full Complaint - Napoleon - Martinez Animal Hospital'. I am also attaching several other documents showing emails and invoices to support my complaint.

  Customer response

  05/13/2022

  
  Complaint: 17062447
  
  I am rejecting this response because:
  
  Hello,
  First,when ****************** said $2500 on the phone on 2/23 I assume he let you know I broke down crying because I couldn't afford it.  The following day on 2/24 is where you sent the estimate to my email highlighting $1159 to which I replied in an email thank you for that because this cost is much more doable.  I also spoke to you that day about the $1159 cost, and when I came in on that Monday 2/28, I wrote several times on the intake form $1159 *** to be charged.  At no point was it said that day hey this is not the cost and at no point was anything clarified.  On 3/2 I received a phone call from ****************** saying that his numbers dropped, and he wanted to keep him the rest of the week and said the cost would be $1700 which I verbally okay'd over the phone.  On 3/3 I received an invoice from you saying on the 18th when I got paid, I would owe $443. 37 which I said ok.  On 3/4 that Friday when I picked him up, I was then handed a **** saying I owed $1093.  At no point did I authorize any further charges beyond the $1700 which I agreed to verbally on the phone on 3/2.  So your response isn't fully correct,because when I brought him in, and you can see from the intake form where I wrote several times *** charge of $1159, that is what I thought I owed on 2/28 and gathered payment sources from my own account, my dads care credit, and the nonprofit to pay for the $1159, and okayed up to $1700 on 3/2 with the payment plan.  I did not know or authorize any charges beyond that, and it wasn't clear or communicated to me.  
  In regard to the communication, no it wasn't fully transparent.  Yes, I spoke several times with staff, but it was not fully transparent, and communication does need to be improved.  You wrote 'He also noted that if these treatments did not work, euthanasia should be strongly considered'. He never once said anything in regard to euthanasia if treatment didn't work nor did I get anything in writing, so if that was noted in his medical record it wasn't communicated to me.  In fact, on 2/23 when I asked him if the treatment would even work after bringing him in for that week, he responded short and annoyed saying 'Well we can talk about euthanatizing if you want to go that route.'  He never directly answered the question that day, and frankly I felt stupid for asking so I dropped it.  Additionally, when your staff called and gave me the progression of my cat, they were ecstatic and happy saying his numbers dropped in half.  At no point was I told hey his numbers dropped but he is still at a kidney value of 93.  That is well above normal kidney values.  When we came back in for a checkup on 3/29, I have an email saying his kidney values rose.  But in reality, his kidney values shot up to 155 and euthanasia should have been talked about at that point.  It was not brought up once.  The big thing I was told was to keep giving him subq fluids twice a day, which I have an email from ****************** on 3/29 which I am attaching here so you can see.  On 4/8 I emailed in and asked for anti-nausea medication because he wasn't eating well stating it was my fault I didn't ask before.  I said it was a roller coaster with some days eating fine on his own but others he vomits and turns his nose up. When I came in, I said he wasn't eating that day and I assumed he was having a bad day because kidney disease is a roller coaster with good and bad.  I was agreed with on that and sent home with the anti-nausea medication.  On 4/10 he passed away.  When I spoke to ****************** after he passed, he said he hoped he would pass in his sleep.  That tells me he knew this was a dire situation and that Napoleon was dying and for whatever reason chose not to bring up euthanasia to me.  In fact, at his checkup on 3/29 he said to me we can get a few more years out of Napoleon's life the cost will be worth it.  Again, maybe it was written in the medical records, but it wasn't communicated with me and that did result in Napoleon suffering during death. 
  You also stated, 'You were offered the chance to come to our facility to look at our practice software from our end so you could see the billing system for better understanding, which again, you chose not to do.' and that was absolutely not true.  No one offered the change to come into the facility to look at your billing software.  They were trying to explain how it worked and that it was confusing, but no one said come in and look at our software.  Frankly, that seems out of left field because 1) I have only been allowed to step foot inside your building once when showed how to do subq fluid, and 2) showing clients your software and computer is a privacy and security issue anyways so that is an odd response. 
    
  There are big issues with billing and how clients receive invoices. I get the software is confusing on your end, but that isnt on the client to decipher. A client should be given a clear and to the point invoice.  Additionally, communication does need to be improved.  It wasnt as transparent as it was noted in your response as I hope I have communicated about to you above.  I truly hope things can be improved for your facility for other and future clients.
   
  Sincerely,
  
  ***************************

  Customer response

  05/17/2022

  Hello,

  
  

  I realized this morning there was an email on 4/18 saying I could come in to look at your computer.  I had overlooked that email and not responded to it as I thought it was an odd message to receive, because it is a major security issue having an outside person come in and look at your computer and software.  However, I take responsibility and own up to overlooking and not remembering that email when I wrote my last response.

  
  Aside from that, the rest of my rejection response stands and is accurate, true, and factual.

  
  Thank you,

  *******

  
  

*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. ↩