ComplaintsforVeterinary Medical Center at Lakewood Ranch LLC

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our dog came in to vet on New Years Eve weekend with scrotal infection after neuter. Vet spent 5 mins with our dog said he had necrotic tissue infection and needed another surgery ww asked if we could take him home the vet stated no infection could get into his blood stream. We were presented with an estimate of $6800 and told we had to pay in full. We were told our dog would have surgery next day we call next day and find out they are bringing in a special surgeon from GA. Surgeon calls me right before the surgery and says surgery is appropriate due to infection this vet claims the surgeon gave us an option to not do surgery they record phone calls I listened to it I state I understand he needs surgery never was there a question of so do you still want the surgery. Our regular vet reviewed everything told us any vet could of performed surgery and emergency vet never informed them our dog was there. Our vet called 10 or 11 times for information and this vet was not cooperating. Come to find out our dog never had necrotic tissue he should of had iv antibiotics and sent back to our regular vet for follow up surgery was not required so when I call to ask for money back they are trying to state we opted for quicker recovery of surgery and no money would be refunded. They also claim we said we would never go back to our regular vet which is absolutely not true as we were leaving our dog there we asked will you notify our regular vet they said they would. We found out from our vet several other customers have been ripped off by this same vets office. They took $7000 for a surgery that was not needed. Now they claim we opted for this never did anyone say so you dont have to do surgery here are your options. Our regular vet is furious and said they will never send a client there ever.

  Business response

  02/22/2023

  We have already reviewed this case at length and have discussed it with you prior to this complaint.  If we make an error, we are happy to fix it.  We have reviewed all exam room audio and video, as well as our recorded calls.  After reviewing all records and recordings, we have determined that a refund is not warranted.  You came to our hospital because your pets surgical site was infected and swollen.  You were very upset that your pet was painful when he tried to sit down.  You are claiming you were not told medical management was an option.  So, we investigated this to find the answer.  We found a recorded phone call where you were given options for medical management or surgical correction.  You were told medical management would probably work but it would take much longer to heal.  Surgery would remove the infected/unhealthy tissue immediately and your pet would recover more quickly.  You elected surgery because you wanted your pet to get better faster.  We previously emailed you the recorded conversation with the surgeon where he offered these options and you agreed to surgical repair.  When you came into our office you stated you would never go back to ************************ and made negative comments about her.  It is standard for us to fax medical records to the primary veterinarian once a pet is discharged.  Knowing that you were unhappy with ************************, we asked if we could send records to her because we did not want to do that without your permission.  After your pet was discharged and recovered, you then asked us for a refund.  When you walked in our doors you were mad and blaming your family vet, and now that we've fixed your pet, you are mad and blaming us.  We feel we took the appropriate steps to treat your pet with your authorization.  You agreed to the costs at our hospital and paid the bill in full.  We have reviewed everything and determined that a refund is not due.  

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