ComplaintsforRedstone Animal Hospital

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jan 14th 2022 $479.46 They verbally admitted to not looking at my dogs issue at the first appointment and then still charged me again when I had to take him back for emergency surgery two days later.The vet verbally admitted to not looking at the issue I specifically brought my dog in for. The owners husband is a bully. The vet understood that wrong was done. The owner then stood over me and told me that all services performed at the first appointment would have been done anyways. I call bs. I brought in my dog for an impacted **** gland and they didn't even do a rectal exam. None of them know what they are doing. A basic ****** search shows what a impacted **** gland looks like. You cant miss it if you actually do a rectal exam. I was told "his tail was too painful to lift so we didnt look at his ******." when I confronted the vet. That is why I took him to the vet in the first place. I tried to file a dispute with my credit card company but Redstone won the dispute. But, before the dispute was finalized Redstone tried to come after me with a debt collector for the amount I was disputing plus interest.

  Business response

  04/26/2022

  In regards to the complaint issued on ********.  Client called us on 01/10 for an appointment.  We were booked for the day and taking appointments a week out, but had a triage appointment available for a higher fee that client decided to book.  When *********** examined clients pet, she determined that there was pain at dorsal left tale base and was unable to lift it without discomfort.  Due to this, the Dr performed a fine needle aspiration and performed a cytology in addition to prescribing medication.  On 01/11/22 Redstone Animal Hospital texted client to see how her dog was doing after the appointment.  The client responded to this text on 01/11/22 stating the swelling on his backside seems to be down with ice.  His *** is still tender and swollen but ice seems to be helping some.  *********** also followed up with client on 01/12/22 @2:31PM with a phone call.  Client stated that dog seems to be better and had his first normal sized stool in the morning.  Swelling was now soft in the center, no bruising but still very painful when pushed.  ************ put a follow-up in a week to recheck if not better.   Client then called back on 01/12/22 @ 3:52PM stating that the dogs **** gland ruptured.  Practice Manager also spoke with client and due to the urgency that client expressed, we called ************ back into the office as her shift was completed for the day for a free of charge re-check.  When the client came in for her appointment at 5PM, ************ explained to client that the due to the extreme pain on the tail, her professional opinion was that was the driving factor of what needed to be resolved and did not do an **** gland expression.  During this conversation, client was saying that she was not going to pay for any of the future charges as she believed that the **** gland was the only issue in which the Dr explained to her that was not the case.  The Practice Manager let the client know that we would not reschedule her for an **** gland flush unless it was paid in full,but would also waive the day hospitalization charges ($40.00) in which the client agreed to pay for the services.  We scheduled the client on 01/13/22 at 8:00AM and performed an sedated **** gland flush and infusion. 
  
  Client paid for these services at time of service and the practice manager was very clear that if she decided she would not pay that we would not perform any work on pet.  Client agreed to this on 01/12/22 and paid for all services that were provided to her and her pet with a credit card.   On 04/08/22, client put a dispute in with her credit card company to which Redstone disputed this with our credit card transaction company based on the history.  Redstone did send the client to collections as our credit card company sent correspondence that appeared to be that we did not win the appeal, when it was the client that did not win the appeal.  Redstone noticed this the next day when we saw a transaction crediting us in the amount that was in dispute.  Redstone contacted our credit card transaction company and they ensured us that we were awarded the dispute and that the funds were deposited back into our account.  We immediately pulled the client from our collection company the very next day as it was placed in error and there was no interest applied to the account.
  
  Redstone did have another Dr. look at this case when receiving the BBB complaint. and while not everything in medicine is clear cut from the start and there are times where things can go in other directions when trying to care for our patients.  The Dr that looked at this did say that the aspiration and cytology that was performed may have not been needed based on the symptoms.  Redstone is willing to refund the customer for these two services due to the frustration that the client has with this matter out of good will.  The cytology charge was $43.00 and the aspiration was $37.00 for a total of $80.00.

  Customer response

  04/26/2022

   
  Complaint: 17100284
  
  I am rejecting this response because:the antibiotic prescribed was also unnecessary and different antibiotics were prescribed after the **** gland was expressed. This would only leave the $100 triage charge on the first appointment. I do not believe anything on the first **** is valid. I would like the ****** refunded in full. I paid for the second appointment seperately when you completed what I brought my dog in for in the first place.
  
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