ComplaintsforVCA Encina Veterinary Medical Center

• Initial Complaint

  11/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our puppy in there to get his ear checked, as he was shaking his head a lot and it seemed to be bothering him. We figured it mightve been an infection. So they took our puppy in and then called us into a room where a nurse mentioned that she couldnt do the exam on his ear cuz hes a high energy dog and he was moving around a lot. She specifically mentioned she was unable to do the proper testing and she would have to sedate him to get a full exam. She mentioned she was able to take a peek into the eye and noticed some bacteria on both and she was going to send some ear wash home with ussounds fine to us and we waited to get billed. When they came with the bill, they charged us for an emergency exam and Cytology earand when we mentioned to the cashier the vet said she was unable to do the exam she rolled her eyes at us and said she was able to do the exam and they were sending it to the labwhich made no sense as the nurse who saw us never even mentioned that part to us. So we were caught by surprise by these charges when they themselves specifically stated that they could not do an exam. The cashier gave some really bad attitude and insisted they did but we have no proof of that. $319 down the drain with nothing to learn from our visit. Invoice attached.

  Business response

  12/09/2022

  Hello Hijada family,
  
  I received your complaint from the Better Business Bureau (BBB) and called to better explain the visit and directly answer any questions or concerns you may have had; thank you for taking my call.
  
  Speaking on the phone today, I explained that the part of the exam that was not a success was when the  doctor was looking at/for a specific membrane inside of ******' ear, and that we were in fact able to do an in house cytology which consisted of the doctor performing a swab of each ear, and analyzing the cells/bacteria under a microscope to identify them to ensure we send home the best medication for *************  You shared you had an ear cleaner/wash at home, so we suggested you use that before applying the medicationwe sent you home with. 
  
  You shared on the phone that there was some frustration because there was no follow up; I let you know that we sent you home with care/discharge instructions that day and step 4 states to follow up with ************************ in about 2 weeks to ensure the infection has cleared up.
  
  I privately emailed you ******' medical record and the care instructions for you to review again if you'd like. 
  
  We ********************* is doing well,

  **************;

  
  

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