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ComplaintsforTrue Care for Pets
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Complaint Details
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Initial Complaint
09/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
Date: 9/20/22 We needed an ultrasound for our cat. Our normal vet recommended us to True Pet and send in all of our pet's records/bloodwork/xray/urine test/files etc. Again, we only needed the ultrasound. I call True Pet on 9/20, around 4:30 PM. They said they can perform the ultrasound right away as they are 24 hours, but they will not give a price to me on the phone. They said to get a price I have to bring my cat in. We are hesitant but decide to go because we trusted our normal vet's recommendation. We arrive about 20 min later. Only to be informed that the ultrasound person left for the day. However, they would not give our cat back to us unless we paid a $175 "consultation" fee, and they send me a 6k bill for services I did NOT ask for. I had already refused their services, as we only needed the ultrasound! And they basically forced us to come in with our cat to give us our ultrasound. We would have never even brought out cat in if they said that we could not get an ultrasound. Our cat was then hostage for them to extort us for money. It was awful.Business response
11/29/2022
Business Response /* (1000, 8, 2022/10/31) */ As per the opening message on our phone line all calls are recorded. Listening to this call the client asked for the cost of an ultrasound and was informed that we do not provide that cost over the phone and the pet would need a consultation and was quoted that price. At the time of consult we could provide the cost of ultrasound and any other doctor recommendations. Client never asked regarding ultrasound availability or scheduling. We are a 24-hour facility but our boarded specialists only work day hours (8am-5pm). After normal business hours we are available for emergency care only. Ultrasounds cannot be performed after that time I apologize if the client assumed that since we are a 24-hour facility we have all specialists available 24 hours. The patient was brought in by the client's fiancé and was examined by our emergency doctor who made recommendations based on the physical exam and review of medical records. This included IV fluids to treat the patient's vomiting and dehydration with an ultrasound to occur in the morning. The client declined all care. As to the clients remark that we forced her to come in "to give us our ultrasound". That would be correct by law we are required to establish a client/patient relationship in order to provide medical procedures or treatment. An ultrasound is a medical procedure. Therefore, in order to comply with ********** law we are forced to perform an exam/consultation prior to providing treatment. We at no point held her cat hostage and yes, we required payment for the consultation provided as quoted on the phone prior to her coming in. Consumer Response /* (3000, 10, 2022/11/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I called asking the price of an ultrasound, it's pretty obvious that is the service that I am asking for. Since you want to bring up recorded calls, why don't you bring up the one where I clearly tell you that I only brought my cat in for al ultrasound? I was not coming in as a cold caller - my personal vet ***************************** had referred us to you, and had provided you guys already with ALL of my cat's recent medical information from two days prior. Do not act like you had nothing to go off of. On top of that, when the cat was dropped off, we inquired about the ultrasound AGAIN. It was not until AFTER you took the cat from us that you called and told us that you would not perform the procedure. Additionally, the vet would not even speak to us until AFTER you took our cat. How are we supposed to know when we are met with the icy silence of your staff? If you would not provide the ultrasound, you should have said so BEFORE you took our cat to provide your "consultation." It was very much don't ask questions until it is too late. You tricked us into coming, and forced us to pay a price for it all while traumatizing our cat. Your staff was rude and because they would not answer any of my questions up front, now we are forced to have your service? Its disgusting the way you treated us, while we were in crisis. You should be ashamed of the way you do business.Initial Complaint
01/27/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I took my dog in to their pet hospital for a blood transfusion on ******* ***** before I arrived with my dog I spoke to the vet technician and agreed to have them do test including a cbc to double check if my dog needed a transfusion on their recommendation. As soon as I got there they gave me an estimate which had a high end of ***** & I had to prepay ****** before they would even take my dog in. After leaving him there I received a call from truecare saying they wanted to keep him for 2 days and run tests which would cost over ****** I declined. I didn't get any test results for confirmation that a blood transfusion was necessary or anything. All I got was a call saying that my dog was being discharged & that I had to sign a discharge paper before I could get him back. I took him in to his usual vet 3 days later & they said my dog still needed a blood transfusion. They also informed me they didn't receive test results or anything from truecare. I looked over the discharge paper from truecare and realized it said: "I, the undersigned owner or agent for the owner, acknowledge that because of the serious medical condition of the pet identified above, my attending physician at TrueCare for pets is recommending that my pet be hospitalized for nursing care and/or treatment as outlined in the estimate. I hereby request that minimal care be given to my pet (ie. SQ fluids, antibiotics and wound cleaning)" I had prepaid their higher end estimate of ***** which included hospitalization & the blood transfusion but truecare made me sign a paper saying I declined and only wanted my dog to receive minimal care. I requested that truecare return the payment I made minus the **** charge for the "minimal care" but they declined.
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.