ComplaintsforVeterinary Emergency Clinic of Central Florida, LLC

• Initial Complaint

  07/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 7-3-2023 I took my dog to this hospital my dog unfortunately she was too sick and had to be euthanized. On 7-11-2023 I was called that the ashes were ready to be picked up. I went the day after only to find out they didn’t have any ashes without any explanation they had the supervisor call me to offer me a refund like they didn’t just mismanaged the ashes of my loved one. I asked for explanation and nothing was offered. I specifically asked if I could take my dog beforehand and they made me feel like I was doing something inhumane only for them to lose/toss my dog. I only want someone to be held accountable, I want a full refund and this not to happen anyone else’s pet.

  Customer response

  07/27/2023

  I have not received anything from this company except the lack of responsibility or actions for this matter. 

• Initial Complaint

  01/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unresolved

  More info

  On February 26, 2021 I took my puppy to Veterinary Emergency Clinic in Oakland location because my puppy accidentally swallowed a large treat that was not yet chewed up and ready to be swallowed. The clinic induced vomiting and retrieved the treat. The clinic also did imaging of her stomach and found a foreign body in her stomach that did not come up with induced vomiting. Dr. Benjamin T******** recommended immediate surgery to remove the object which they thought was possibly a stone. I asked multiple times how large the object was and they said twice they didn't know. I later learned from my primary vet that they precisely know how large an object was with current imaging equipment. The emergency clinic lied again using scare tactic saying the doctor was concerned the object would become obstructed in my puppy's intestines and if the surgery wasn't done right away it would be a more expensive surgery to save her life and I did not not have any more money or credit then what they were asking for the initial surgery of at least $3000 which they needed up front. The stone that was removed from my puppy was the size of a pea. This was unacceptable pore ethics of manipulation and scare tactics while putting a puppy's life at risk for an unnecessary surgery. The surgery created a domino effect that caused 3 more ER visits for my puppy and a minimum of $2000 more in vet bills. I paid an attorney $600 to write a demand letter requesting a refund for the cost of the surgery but the clinic ignored the letter. I am now requesting BBB to help me request a refund and reassurance from clinic that they will take steps to prevent this type of bad ethics in the future. Its a serious ethics issue that could have cost my puppy her life or serious complications and it cost her unnecessary pain and suffering as well causing me serious stress and thousands of dollars in vet expenses and lost wages. I have supporting documents. Please contact me by phone with any questions. Thank you

  Business response

  01/26/2023

  This client has retained a lawyer to investigate her concerns and we have not been found at fault at this time.

  Business response

  02/09/2023

  This case was brought to our Board, once a client involved a lawyer with the letter, then all further communication is ended between us. All further communications are between lawyers.

  Customer response

  02/17/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Once again I have no attorney on retainer or looking into the matter further. An attorney was paid solely to write a letter asking for reimbursement and the clinic chose to ignore the letter. Do you believe it’s ethical to both ignore an attorney’s letter and me? Do you think it’s ethical to what happened with my puppy? Is it possible that your vet that day was new and made a bad judgment call? That would be acceptable with reimbursement. I certainly hope management does not pressure vets working for them to order unnecessary surgeries. It’s basically one or the other. Sometimes mistakes or not the best judgment call was made, I can accept that with a simple written apology and reimbursement. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I brought my pet to this emergency clinic for emergency treatment. The vet refused to give my pet emergency treatment to my pet after we expressed we could not paid the outrageous estimated bill. We asked for an alternative treatment to stabilize our cat she did do anything. They charge a huge amount just to look at my pet , another ridiculous amount of money for a medication that was administered to my pet single dosage when I know we definitely paid for an entire bottle of the medication. It seemed like they were more concerned about money than helping my pet. My pet would have been here today if they would have helped. I was charged $125, $87, for just to look at the cat and for a single dosage of a pain medicine. They inserted the in wrong. My cat was uncomfortable due to the improper placement of the iv. They had to remove it and place it on the other paw after we brought it up to their attention. Since they refused to help we had to put him to sleep. Very sad he was just 3 years old.

  Business response

  11/22/2022

  Business Response /* (1000, 5, 2022/11/07) */ BBB Case#: ********* The client claims that we refused to GIVE her pet emergency treatment. This claim is false. Staff gave the client an estimate to treat her cat for the critical condition that she presented him for, a urinary obstruction, which is a life-threatening emergency. The client accused us of charging her a "huge amount just to look at" her pet. Our exam with emergency fee is $125. We are open when regular veterinarians are closed, and this fee is within the average for emergency veterinary fees across the nation. The pain medication that the client is referring to is Simbadol which is a long-acting narcotic. The client claims to know that she "definitely paid for an entire bottle of the medication", the only way she could know that is if she is able to purchase Schedule III drugs. To purchase C-III drugs, a doctor must have a DEA license which is an additional expense for a business. Intravenous catheter placement is not as easy as people think it should be. It takes two people, one to properly restrain the patient so the cat and nursing staff are not injured during the process of prepping the sight and placing the IV catheter. Placing a catheter in a tiny cat vein can be difficult on a healthy cat, let alone in a critical patient. It is always our hope that we will place the catheter successfully the first try, we have no desire to cause unnecessary distress for our patients. However, there are times when veins are not the healthiest or the placement slips when the patient is moved. I have personally been seen on emergency in an ER, and sometimes the veins do not cooperate even with the most skilled of nurses, I know from first-hand experience. The client could have left with her cat at any given time and pursued a second opinion and treatment at another emergency veterinary facility in the area, we did not refuse to help, and we did not force her to euthanize her cat, she authorized us to do so. For the client to complain to the Better Business Bureau for running a business like a business is incredibly shortsighted. We are NOT a non-profit, charitable organization that is supposed to take care of people's pets when they didn't plan for an emergency. We have staff to pay, equipment and utilities to pay for, just to mention a few of our responsibilities. I wish that the client had been better prepared for an emergency. Obstructed cats, if caught early enough and stabilized can do well and if the cat needs a perineal urethrostomy with a surgeon, usually will not have any further obstructions. My heartfelt condolences go out to them. Consumer Response /* (3000, 7, 2022/11/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it so disrespectful the way you, the emergency clinic answer, very snarky and unprofessional on your part when you claim to be a professional. Shortsighted? Fancy word to insult clients. I never claimed that I in fact knew that I paid for the entire bottle of the medication.My cat was ok and that happen in a matter or hours. We brought him in on time. He was being treated by our vet and he did not have any blockages. He was fine on Friday and Saturday is when everything started. So this means you did not access the situation and just went by with the information I gave to you? That is what you are stating. I asked the veterinarian to please help him get through the day and a half and all she said and I quote " I guarantee you will be back tomorrow afternoon " and that was it she didn't even give me an option or alternative to the very expensive treatment they quoted me for. I did research and spoke to other vets and the amount you were charging was almost triple of it would have cost. You are going come Back with the same thing that we are an emergency clinic and in other words if you can pay for it come to us if not go to charity. I know your clinic is a non profit but taking advantage that you are charging extra just for the fact that you are open when other vets are close is ridiculous. What was I going to do ,take my cat home and let him suffer a horrible death? Im not going to continue to go back and forth because it is pointless. It is not going to bring my cat back. I proved my point. I asked if a payment plan was doable and your clinic said NO!!! Apply for credit care or pay out of pocket. I understand that you run a business and yes I understand all the expenses that a business has to take care of. You weren't really sympathetic with us. I wish things would have been different and the tone and demeanor given to us were different as well. Business Response /* (4000, 9, 2022/11/09) */ BBB Case#: ********* When the client brought her cat in on September 24th, he was not fine, he was obstructed and unable to urinate. I have no doubt that she brought him in to her primary veterinarian as soon as she noticed he was not feeling well and that he was being treated appropriately. I also believe that she brought him to us as soon as she noticed that he was having trouble and declining clinically. Sometimes it does not matter how quickly medical conditions are addressed, patients still decline, there are no guarantees in life with anything. I wish we could do billings, but we are not a bank that can take on the financial risks of loaning people money. CareCredit is a line of credit that clients can apply for when they are in an emergency and seeking medical attention. I have personally applied for CareCredit myself when I have not had the funds needed for one of my own pet's medical treatments. Staff will be spoken to about their tone and demeanor in which you felt you were addressed. We do take our customer service seriously. There is no excuse for not being more sympathetic to another. I know that staff would be unhappy to know that you left feeling the way you did. The increase in caseloads, including critical cases, takes its toll on staff. I know that your cat was you're only concern that day (as he should be), staff had many patients that they were caring and concerned for that day, and to euthanize someone's beloved pet, increases their compassion fatigue, especially if they had already had a few euthanasias that day. Granted, it's still no excuse for how you felt you were treated, but sometimes, staff are unable to compartmentalize how bad they feel to be more sympathetic and empathetic for the client in their time of need. Had the client contacted us directly, instead of going through a third party such as the BBB, the conclusion would still be the same; a refund is not warranted with this case, the client authorized everything that was and was not performed for her pet. We have all lost beloved pets and understand how difficult and hard grieving is. Our heartfelt condolences go out to the client and her family.

• Initial Complaint

  05/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  took my cat in they immediately took him to the back, we waited in our car for about 2 hours before a room was ready. I was told I couldn't see him till after testing, I was given a quote on blood work and x-rays ($675) when I questioned the amount and if we could try only one test I was told if you can't afford to get tests how can you afford treatment, then the vet came in claimed he had been in the incubator since he was taken to the back , they had used a catheter on him he had improved but basically said that there was no hope but I could leave him there for a few days to try but I would be looking at at least $7,000 "but he was not a show cat only those cats should seek treatment." Still hadn't been allowed to see him yet. They finally brought him in his ears were ice cold his tongue was sticking out and blue, he was heartbreaking then we noticed he had a huge knot by his bladder (so never catheterized, no incubator) his condition deteriorated 100% since I had brought him in, I wouldn't have agreed to the tests if I knew he was that bad off. Someone came in to get him so he could catherize him and took him. Then they tried to pressure me into spending an additional 3-500 on a urn that if I didn't he would be returned in a "Ziploc bag" . I feel like I was lied to, pressured into signing for what turned out to be almost $1000 and still had to put my baby down. They were only interested in how much money they could take from me. She looked down on me treated us the situation horribly. Truth be told if she could have guaranteed my she could have saved him I would have paid what ever I needed to. I also overheard them telling the same things to another person. I don't recommend at all unless you want the same horrific things to happen to you that did us and many others. I'm completely disgusted with this vet, staff and situation. I have seen im not the only person its been done to and they have several locations and business names. i want my money back and apology

  Business response

  06/27/2022

  Business Response /* (1000, 5, 2022/05/26) */ The client brought her cat to us >48 hours after she noted that he wasn't walking correctly, not eating and drinking but vomiting, he had fallen from his cat tree and on the day of presentation was unable to walk. The client waited in her car for a couple of hours because of one or two reasons; one: This case was from September 2021; we may still have had our COVID protocols in place at that time to limit the number of people waiting in our lobby and unnecessarily exposing people to the corona virus. Or, two: Veterinary emergency medicine has seen a sharp increase in cases (emergent as well as non-emergent cases) over the last couple of years, with wait times up into the 8-hour range. It has been our policy since COVID-19 started, to limit our staff's exposure to clients. Which means, patients that appear critical and need diagnostics performed are admitted to the ICU until everything is completed before returning the patient to the client. This means staff are not going back and forth between the exam rooms with patients until all necessary treatments are performed. The client's cat was in a critical condition, his body temperature was below normal (hence placement in the incubator), had weak pulses and was lethargic. Based on the doctor's examination findings, the client was presented with an estimate for diagnostics to better determine how to treat her cat. The client signed the treatment plan authorizing us to perform a chemistry profile, cbc, electrolytes and radiographs. Based on the results of those diagnostics, the doctor let the client know that the differential diagnosis for her cat could be a ruptured bladder, a possible toxic episode and/or severe renal disease. We take our customer service and patient care seriously, the claim that we said anything about him not being a show cat seems unlikely and is irrelevant. Had this comment or concern been brought to our attention way back in September 2021, it would have been investigated thoroughly while the case was still fresh in the employee(s) minds. However, if we were concerned about a ruptured bladder, it absolutely would have had an estimate for approximately $7000. When I worked in specialty veterinary medicine, this would have been a lowball estimate for a ruptured bladder to say the least. These patients require a major surgery that require very close monitoring for days following the surgery. There are cases where they must have more than one surgery and to be closely monitored for a septic abdomen as well as continuous renal function monitoring. In the human world of medicine, people don't see the cost involved with critical cases such as these, in veterinary medicine, the brunt of the financial responsibility falls on the client's shoulders. The client's comments regarding catheterization give me the impression that she misunderstood what was being said. Considering the critical state in which he presented, an intravenous catheter was discussed, for the nursing staff to have quick access to his veins in case an emergency arose and to start him on intravenous fluids to better stabilize him in general. A urinary catheter was not needed, per the radiographic findings; "bladder is very small". The "huge knot by his bladder" was hard feces in his colon, not his bladder needing to be emptied. Once the client understood the extent of the disease processes going on with her cat (based on the diagnostics she authorized us to perform) and euthanasia was decided upon, staff let her know the options available to her for aftercare and there are many options and price ranges that are available through the company we use. The client claims that if she wouldn't have done the tests if she had known how bad off he was. No one can determine exactly how bad a patient is WITHOUT doing diagnostics. The client could have just as easily said that she knew he was suffering and couldn't afford diagnostics and wanted to euthanize. We can only do what the client permits us to do. I have no doubt that this experience was very difficult for the client, and everyone responds in a crisis differently. The fact that she is just now deciding to voice her concerns and opinions, 9 months after the fact, is troubling. The record in its entirety will be attached to this correspondence which includes the intake form, examination report, laboratory results showing the extent of disease, the signed/authorized estimates for treatment, signed euthanasia form, and itemized receipt. We do have a formal grievance process in place had she contacted us directly. In conclusion, after reviewing the medical record and services provided, a refund is not warranted. The client authorized all diagnostics and services. I am very sorry that she is still suffering from her loss. Losing a pet is one of the greatest h Consumer Response /* (3000, 13, 2022/06/06) */ ***Document Attached*** My cat didn't show signs of not being able to walk correctly and threw up until 7 - 730 pm Sunday afternoon which was my reason for calling them to go in. Friday, he had thrown up, but it was more like a hairball as I told them also, he was eating fine. On sat I noticed he really didn't want to eat so I hand fed him tuna and tuna water which he ate. The waiting in the car was not my issue at all I preferred it to be that way due to covid. Also, THE MONEY WAS NEVER THE ISSUE!! I would have paid $20,000 if they would have saved my Little Man , my issue is being pressured, bullied, belittled, and extorted to pay for unnecessary testing and having to agree to them so that I could eventually see my cat. When they first took little man back, he was coherent, acting somewhat normal looked completely normal. When we finally got to see him his ears were ice cold mind you he was "supposedly" in a incubator all that time with his" body temp. rising showing great improvements", his tongue was swollen, hanging out and blue, he was doing this horrible head twitching thing and his eyes kept rolling and he looked like he was confused, scared and if he had something horrific just happen to him. The was he was when he had finally been brought back into us you could just tell he wouldn't be able to make it. Part of their response completely contradicts there "records" they stated his body temp was below normal had weak pulses and was lethargic, there records they provided stated his REFER TO EXHIBIT A -all stats are normal, and temp is slightly declined. The comment about him not being a show cat was said and it was said by the veterinary herself and I HAVE A WITNESS TO EVERYTHING! I DID say something to them at the check out and when I called to see if he had gotten back from pet angles - that got me no where except getting him back a week later than stated. If they were originally concerned that he was in "critical care" why didn't they have him on fluids? I didn't get what they said mixed up I'm not stupid and she claimed they had to drain his bladder with the catheter. As I stated he was not at all in the condition I brought him in as, in the 2 hours he declined 250%, you could tell he wouldn't make it he was basically gone when they finally brought him into the room after we had paid the bill in full, yea we had to even pay the bill before we were allowed to see him , if they would have been honest, kept me see him, not only concerned about getting all the money they could from me I never would have been forced to sign them and forced to agree to unnecessary testing. As I stated I wasn't the only one they did that to the same night and if you read the reviews there are a lot more people they continually do this to and they need to be stopped and held accountable for there criminal actions against innocent people seeking help. I tried to speak to someone and got nowhere I posted a complaint on google reviews, called their other office and was told the vet was the only one to talk to she was part of the main problem. In conclusion since I was bullied, forced, extorted, and refused access to my animal until I signed and agreed to payment for unnecessary tests I feel a formal apology admitting there guilt of what was done to me and many others and a refund is warranted. Nothing can begin to repair the mental damage, anguish, and trauma they have caused us. They need to be stopped! Respectfully, *************** Business Response /* (4000, 16, 2022/06/09) */ To Whom it May Concern at BBB and Client, As per the previous email, no refund is warranted. We cannot force anyone to agree to any treatments. We offer the client an estimate for services based on the doctor's initial exam findings. Based on diagnostics authorized by the client, the doctor uses the results of those findings to start the process of diagnosing and treating disease. The examination, working diagnosis and treatment of any pet is on an emergency basis only and is not intended as an effort to provide complete medical care. The doctor can only present the client with the information that diagnostics at that time presents and give differential diagnosis and prognosis. In the case of the client's pet, the differential diagnosis was a possible bladder rupture, toxic episode, and severe azotemia, any combination of one of these diseases has a guarded prognosis. The client could have left our facility at any time and taken her pet to be evaluated elsewhere. The client is her and her pet's own advocate. We take our customer service seriously and I stand by that our staff acted in a professional manner. Once again, had the client addressed this concern 9 months ago, it would have been addressed immediately while the case was still at the forefront of the employees' minds and could be addressed in a more appropriate manner. However, I will apologize for any misinterpretation that the client may have felt at the time; it would have been a highly emotional time for her considering she was bringing in her beloved pet that was clearly not doing well. There is no other reason for a client to bring their pet in on an emergency basis, unless the client deems that their pet is in a crisis. I am also sorry that she is still suffering in the depths of her grief to this extent. The loss of a pet is one of the greatest heartbreaks.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩