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Complaint Details
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Initial Complaint
10/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Veterinarian **************** failed to complete care of my diabetic dog when she refused to complete an activity, taking a Glucose Curve, over a question of food and the fact that I threatened to file a complaint with the Better Business Bureau. ******************** business installed a Freestyle glucose sensor on my dog that fell off prior to completing the Glucose Curve. The sensor may have been installed incorrectly and might have provided inaccurate data that **************** used to determine that my dog's insulin units injections be increased by 0.5 units.
Business response
10/18/2022
Mr. ******* statements are incorrect manipulations of the actual situation. The sensor in question was placed correctly, as evidenced by the fact that he was able to obtain many readings over the course of the 12 days that the sensor was on. The sensor expires and is no longer useable past 14 days, and should be removed after this time anyway, so the fact that it came off just 2 days early is inconsequential. If the sensor was not appropriately applied, the reader for it would not have been able to provide any data the fact that the reader was able to communicate with the sensor and give data confirms that the sensor was in fact applied correctly.
Please review the attached document, which is a complete copy of all of the email conversations that were had between our hospital and ***************** The initial problem arose when he failed to bring enough of his pets prescription food with him when he left the area due to the hurricane. Since his pet is on a prescription diet, there is no over-the-counter food that is the same, so we could not recommend a replacement. His pet is a diabetic who is not well regulated, so any change in diet could adversely affect her. He was upset with us for not being able to give him a recommendation for a comparable diet.
As a rule, we do not continue to maintain any further interactions with clients who are threatening to us in any way. Mr. ******* statement about reporting us to BBB and anyone else who will listen raised significant concern that any further conversation or interactions with him would be negative and/or potentially create more conflict. Based on the email he sent when he threatened this, it would stand to reason that he would not have any desire to continue care for his pet with us, yet he then contacted us again a few days later as if there was no issue previously.
In his final email communication with us, **************** also stated that he was contacting a practicing injury attorney and threatened to report **************** for malpractice, but then stated later in the same email that he wanted the sensor replaced the exact procedure that he is trying to say was done incorrectly the first time! Again,it is not reasonable to expect us to continue any further interaction with someone who is repeatedly making threatening statements.Customer response
10/19/2022
Complaint: 18187379
I am rejecting this response because: **************** did not terminate the relationship until October 8, 2022. On September 30, ********************** to increase the insulin dose to 5.0 Units of Insulin and retest in a week. I reported the results of the retest curve on October 7, 2022 and emailed the results to ****************. I did not receive a response to the email other than what I received on Saturday, October 8, 2022 severing the patient - doctor ************* I have since taken my dog to another veterinarian which I will not disclose for privacy reasons and the veterinarian that is now treating ***** has raised the insulin dose to 7.0 Units of Insulin. I feel I am owed a minimum of $158.68 since **************** did not complete the activity I paid for in advance.
Sincerely,
*************************Business response
10/26/2022
The results of the first glucose curve were interpreted, and an extensive conversation was had with the complainant regarding recommendations and plan,as promised. He first threatened me later the same day, on October 1. I politely told him in my response to that initial threatening email that we would forward records to another vet of his choosing, making it clear that we would no longer be providing further care for his pets (please refer to the document attached to the previous response, with all email communications). I absolutely never asked him to continue any further communication with me or send me any other results. The complainant ignored my response and decided to do a second curve and then send the results, with no deference given to his previous threats. He thereafter threatened me again, now with the retention of a practicing injury attorney and board complaint. There was no immediately life threatening condition and he should understand that once he threatens a person,that person will no longer work with him. He cannot bully a person and then act as if nothing happened.Customer response
10/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************
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