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Complaint Details
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Initial Complaint
08/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Emotional support animal was treated for 6 days. He was cleared to go home. I called 4 times in 5 hours with concerns that they shouldn't have released him. They disregarded my concerns. I kept telling them something was wrong. They couldn't get him to eat for his entire stay. Still they discharged me saying he would probably eat for me, at home. Otherwise force feed him. I told them over and over something was wrong. I was already charged 2k more than the high end treatment plan. So, while waiting for morning so I could take him to someone else, he died in my arms. They have shown zero concern of the outcome. They kept saying just continue with meds, he will be OK. They told me that for the entirety of his stay while I visited him. I have received notices that this has happened numerous times. Animal seen, overcharged and sent home which died within 12 hours. I asked about swelling in his legs, rapid breathing, regurgitating while waiting to be discharged. "It's normal" he is excited and the swelling was from lack of protein? No, edema doesn't work like that. It is fluid build up for a reason. I know this for a fact. I don't know how a company with so many complaints with exact or similar issues have stayed below the radar of negligence. Yes, I am saying they were negligent in their act. You don't send an animal home that hasn't eaten in a week, is regurgitating still, breathing rapidly and groaning in pain. I called them 4 times in 5 hours and even let them hear him grunting. The receptionist said "it was an old man grunt" he was less than 8 yrs old. I now see why the business closed under a different name. You can't assume every animal is a dollar sign. He was an Emotional Support animal. I never approved or signed a new treatment plan that increased over 2k. My care credit card was on file. They saw the limit, told me what it was. I increased it, and they increased my bill almost maxing it out. No way should they have a clear bbb rating. No way.Business response
08/18/2023
First, we would like to express our sincere condolences for the loss of Leo; we understand how distressing the loss of a pet can be.
In response to the concerns outlined in your complaint:
The initial treatment plan was written for 1-3 days of hospitalization and supportive care following Leo’s release from the specialty hospital that performed the surgical removal of his right kidney due to a suspected diagnosis of cancer. He ended up staying with us for 6 days and updates to treatment and diagnostics was communicated regularly, which was, we understand, why you increased your credit line with Care Credit. We billed for the services and medications Leo needed and provided during his time here…no more.
Despite our recommendation (and the specialist’s), you elected NOT to take him back to them for evaluation. Our medical team was very invested in Leo’s care during his time with us and spoke to you numerous time at length both on the phone and during your in person visitations. Every plan was discussed and approved by you.
Due to Leo’s clinical and lab improvement, the decision was made – and agreed upon by you – that we would send Leo home to see if he would eat better there since he had started eating some treats during your visits. Sometimes pets simply will not eat in a hospital environment in which they are unfamiliar.
Following his discharge, you did call with concern regarding his respirations and the fact that he had still not eaten. The technician reported that the respiration rate which was discussed was normal and instructed that Leo be given an appetite stimulant because he was discharged that morning prior to administration of that medication. You called again later that afternoon, still concerned as he was vocalizing and couldn’t get comfortable despite the fact that he had been given the prescribed pain medication. The technician offered to re-admit Leo to the hospital which you declined; she also spoke to the doctor who authorized an increase in pain medication in hopes of making him more comfortable.
Again, we are very sorry that Leo did not have the outcome we all hoped for and wish you peace in your time of grief.Customer response
08/21/2023
Complaint: 20461443
I am rejecting this response because:First of all, simply telling me he is having bloodwork doesn't ask for permission to increase the bill.
second of all I called your business 4 times after returning home. The response to the final call was that I could bring him back the next day.
i did not agree that he was well enough to go home. I did not tell a soul he ate a treat while I visited because he didn't. He smelled it, took it then dropped it.
I told you the reason for bringing him to you to begin with. I even discussed driving back to Tallahassee before the receptionist basically talked me in to bringing him there.
You can say you told me all of this info, you can say I thought it would be best if he go home (WHICH I DID NOT), but how can you explain the discharge rep answer to his breathing, swelling and not eating before I left. It wasn't not as simple as you are describing. She said what she said to make me feel that he was OK when he wasn't.
If your child wouldn't eat for you, then you took him to a Dr, your child still did not eat for them during the stay, you would do what? Discharge to "hope" he would eat.
Every time I called to get an update, I was told he was better. When I arrived, he was the same.
This was a mistake? A bad choice? Misdiagnosis? Zero times did i refuse to take Leo back to Tallahassee. Zero. And if he was getting better in your care why would I need to go to Tally when Santa Rosa branch had a follow up 5 days after you discharged him.
Two different stories are being told. One is from the person who put their trust in you and believed what you were telling me. The other is one trying to excuse themselves from their actions. None of this is a reason, it is an excuse.
The Dr who said he could go home wasnt even on site the day I was told he was to released that Saturday the 22nd of July. That is what I was told. Perhaps the reps who I was expressing my extreme concerns to did not relay the messages correctly. Regardless, they work for you, not me.
Sincerely,
***** ****Initial Complaint
07/10/2023
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
June 1 - Bella stopped eating made an appt with Critter Care june 5 June 2 - Bella ate some chicken - kept it down June 3 - drank ALOT of water - that night puking brown June 4 - Bella was lethargic- laying on her water bowl called ACC PCB at 8am only Vet open on a Sun for emergency. I told the whole story was gave a 10:30 appointment and was told to get there early to be seen. We showed up way before 10. We filled out the paperwork. We sat in the waiting room. I asked multiple times when Bella was going to be seen. Other people were put in front of Bella to the fact was later said they didn’t realize it was as serious as it was until it was too late. Bella was hardly moving, labored breathing laying on the bench in between DD and I - but NOT serious? - 1230 Bella died in the waiting room in front of my 2 girls. Not one time did anyone look at her , check on her , other than the receptionist stood up @ noon one time looked our way and then put someone else in a exam room - 5/6 animals during those 2 1/2 hour timeframe were checked , triaged in the waiting room - Bella - was not checked 1 time! At 12:30 yes I screamed explicits and ran through an exam room where I was met with 6 employees NEVER saw before - I was asked to do an x-*** .. still unsure why that was asked from the VET .. not one time did I say do everything, whatever you can do, she died in front of my two girls in the waiting room - stretched, urinated and went limp. Tests ran after she died. I brought her home in a box with over $1k bill. It’s unacceptable , negligent at the least. I had 2 return calls , a lot of issues with that, Was told they did everything right and would not have a price adj? still waiting on a call because what actually happened from the 8 AM call until she passed at 12:30 to when I brought her home at 1:30 wasn’t told to the legal team - which was another mgr at diff location. She was supposed to call back 6/30 after researching more- still waiting- I want a refund.Business response
08/02/2023
Dear Better Business Bureau,
I hope this message finds you well. I am writing in response to the complaint filed against our veterinary clinic, Animal Care Center, by **** ***. We sincerely apologize for the distressing experience that Ms. *** and her family encountered during their visit to our clinic on June 4, 2023.
While we understand ****'s frustration and the emotional toll this event has taken, we must clarify some points regarding their complaint. We value transparency and wish to provide additional information to address their concerns.
1. Wait Times and Case Prioritization: As a veterinary clinic, we prioritize patient cases based on their severity and urgency. On the day of the incident, we indeed had multiple cases, including a venomous snake bite and a patient having seizures, that required immediate attention; our veterinarian and team were attending to these critical patients. Our staff monitors the waiting area, and we strive to attend to every patient as quickly as possible. Unfortunately, due to the nature of emergent cases, wait times can vary.
2. Refund Policy: We understand that Ms. *** has requested a refund for the expenses incurred during her visit. However, at this time, we are unable to issue a refund. As a medical facility, our fees are based on the services rendered, and our veterinarians and staff invest their time, expertise, and resources in providing the best care possible for every patient. We are committed to addressing concerns and making improvements, but offering a refund for services provided may not align with our standard policies.
While we cannot provide a refund, we want to emphasize our commitment to learning from this unfortunate event. We have conducted a thorough internal review of the circumstances surrounding Bella's visit to identify areas where we can improve our services and avoid similar incidents in the future.
As part of our continuous improvement efforts, we are taking the following steps:
a. Enhanced Communication: We are implementing additional training for our staff to improve communication with pet owners during their visits. Clear and compassionate communication is vital during distressing times, and we want to ensure that our clients are well-informed and supported.
b. Emergency Triage Protocol: We are revising our emergency triage protocols to streamline the process and ensure that all cases are promptly assessed and treated.
c. Customer Service Training: Our team will undergo further training to ensure that every client receives the empathy and understanding they deserve during challenging times.
We are deeply sorry for the loss of Bella, and we acknowledge that we could have handled the situation better. It is our goal to provide exceptional care and support to all our patients and their owners.
We appreciate the Better Business Bureau's involvement in this matter, and we are grateful for the opportunity to address the complaint. We remain committed to upholding the highest standards of veterinary care and continuously improving our services.
If you require any further information or have additional questions, please do not hesitate to contact us.Customer response
08/04/2023
Complaint: 20294147
I am rejecting this response because:I believe at this point, it’s our word against theirs. I know for a fact we were given an appointment time no matter what is being said after the fact now. Yes, there was a dog that came in with seizures after we arrived and was sitting there - they were triage right away. And assuming that dog went home? As we sat, I got up and questioned the receptionist At this time, she told me there was others ahead of us. and keep in mind , there’s no one in the waiting room but us.
I asked her multiple times when Bella was going to be seen. The dog that I guess was bit by a snake showed up at noon. We were there for two hours sitting there with our dog labored breathing, not one time checked or triage. At 12:30 our dog died in the waiting room and after the fact they decided to perform all those unnecessary procedures. I need someone to look up when a dog passes do they urinate? Yes she did. She died at 12:30. All tests were ran after she passed. Yes, I have a problem with that. Not one time did I say do whatever you can do.. do everything.. not one time. I’m not saying she wasn’t sick. It started the Thursday before and came over very quickly. I’m saying she sat there for 2 1/2 hours and suffered unnecessarily at a supposedly emergency veterinarian in front of my two girls. I’m pretty sure the animals they put in front of ours, all went home not in a box.
The response that they called me back. I did not get any return calls after I was told I would, once they re-searched.
Yes I have a problem with the whole situation still.
Sincerely,
**** ***Business response
09/08/2023
This complaint has been settled.Initial Complaint
04/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I went there for help for dog throwing up for getting into onions. They found a mass and never addressed onions as she was showing no signs of illness before. They kept her overnight and then called told me she had a mass and had stopped vomiting and to come get her. They charged me over $1400. and charged me $60 for medicine they didn't even give me. As soon as we left, she started vomiting and kept vomiting until I could get her in another vet hospital where she is now. She also had infection and I could not get medicine down not even water to stay down. I asked for medical records according to them they had given her fluids by IV and medicine by injection. No way they could even know she hadn't stopped vomiting. The hospital I took her to yesterday couldn't believe they released her in her condition. I paid $1400 for nothing as what I took her there for not resolved. They have ripped me off. They deserve payment for IV and injections and nothing more. She will be in this hospital for up to 4 days. They also said she had kidney stones not so. They said mass inoperable. This hospital said what is important is getting her infection and vomiting cleared up and then we will address mass and will refer her to surgeon for opinion on mass. Totally horrible experience for me and my beloved dog Lacy. Even days wrong I took her on 20th and they show 21st admitted and stuff dated 23rd when she wasn't there. The hospital has the bill I will get and try to submit. But I am attaching medical records.Business response
05/08/2023
This complaint was addressed via telephone with our Managing DVM and the patient was referred to a specialist. Is there an update on the patient's condition? Does the client wish to revise the complaint following specialist visit?Initial Complaint
03/31/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Saturday March 18th, my senior American Pitbull Terrier was declining fast. I rushed him to Animal Care Center because they were the first to answer the phone. He had a tumor on his spleen that ruptured and needed an emergency splenectomy. After charging a $500 deposit, running diagnostics, quoting the surgery, and instructing me to apply for care credit, they informed me they didn't have donor blood on hand, charged me $100 more and suggested I go elsewhere. I paid a total of $608. I was trying to save my senior baby on limited funds and ended up having to drive two hours away and pay for everything again because they were unequipped to adequately treat him at their "emergency facility".Business response
04/14/2023
Our policy is to collect a $500 deposit to begin immediate treatment in effort to stabilize a patient rushed in and/or in critical condition. Due to the condition of this patient (distended abdomen) and the length of time since symptoms began (approximately 2 weeks) it was determined that bloodwork and an AFAST ultrasound were needed. The services we provided led to the diagnosis of the splenic mass, which in this situation required surgery and a blood transfusion. Upon the realization that the patient would need blood, we immediately reached out to another facility to see if they could help since we, in fact, had gone through our supply. All medical notes and laboratory results were sent to the other facility with the referral; we have no control over another facility’s protocols and their repeating of the diagnostics. We do not feel that a refund is warranted as the diagnostics we performed lead to the diagnosis of the patient.Customer response
04/17/2023
Complaint: 19876325
I am rejecting this response because: I should have been informed that the facility had no access to blood before paying a deposit and moving through diagnostics. Had I known the business could not adequately treat my dog, I would have went elsewhere. As I originally told the tech, I was worried he needed surgery and though my diagnosis was incorrect, believing he needed surgery, I would have never sought treatment from a facility that did not have blood on hand. I offered to bring his daughter from home to serve as a blood donor in an attempt to salvage the $608.00 spent on diagnostics/emergency fee, to which Animal Care Center declined. I was not given the proper information from your facility to make an informed decision about care. Your facility took a deposit, ran diagnostics, worked up a treatment/surgical plan and quoted it as if your facility could provide the services, suggested that I apply for care credit as if your facility could provide the services, and then sent me on my way, but not before charging me another $108.00 (on top of the $500 deposit). At the very least, your facility should have waived the emergency fee because your facility was inadequately prepared provide the emergency services needed. I was ready/willing/and prepared to have the surgery with your facility, but your facility was not prepared to perform the surgery, despite leading us to believe otherwise. I have included the treatment plan worked up by your facility.
Sincerely,
****** ********Business response
05/08/2023
The basis for your complaint is that we did not have blood supply on hand and that you were not notified of that prior to your pet receiving care. It is, in our opinion, unreasonable to advertise, post, or otherwise notify all clientele that we have depleted our blood supply when realistically very few (likely less than 1%) will require blood product to treat their condition. We understand that you offered to bring a housemate to serve as a donor; this is not advisable when that donor has not had testing to be sure the blood is absent of comorbidities which could lead to other health complications of the recipient. Again, the services we provided lead to the diagnosis of your pet and the referral was made to a facility where the surgery could be done and all records were sent to the referral facility.Customer response
05/08/2023
Complaint: 19876325
I am rejecting this response because: Please see attached BBB Accreditation Standards, specifically: "Prominently disclose all material facts that bear on a customer's decision to buy / any known delays or shortages of stock". Your facility falsely led us to believe they were able to treat our dog. We sought emergency care for treatment. He did not receive treatment from your facility. Instead, we paid for diagnostics that had to be redone at a facility that was able to treat him.
Sincerely,
****** ********Initial Complaint
06/21/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
On June 12,2022 I took my 10 year old chihuahua to Animal Care Center of Panama City Beach. He had been showing signs of discomfort and not eating at all. It was 600 $ just for a diagnosis, once he was diagnosed they came and told me it would be 2600 to treat him and that he would have to be admitted. After being admitted for two days they called and told me they misdiagnosed him and that he was able to be discharged and he would go home with antibiotics to help him recover. Once I brought him home I noticed he wasn't making any improvement . I kept in contact with Animal Care Center and they just kept advising me to keep giving him his meds and to wait it out. Two days had passed and I wasn't able to keep watching his condition to deteriorate so I decided to take him to have a second opinion. Before I decided to take him for a second opinion I contacted Animal Center that morning and was told I would receive a call back only to never be called back. On Thursday June 16th,2022 I took him to Critter care where he would then die on 6/21/2022. I feel that his misdiagnosis and him being discharged without being stable is what lead to his death. I feel as if this company has no interest to help but only was interested in taking as much money from myself while in a state of crisis as they possibly could. Any adivse or help would be greatly appreciated.Business response
07/07/2022
Business Response /* (1000, 5, 2022/06/22) */ We are very sorry to hear of Boss's passing and offer our sincere condolences. In response to the complaint: Boss presented on 6/12 after not eating anything but grass for 2-3 days, then vomiting afterwards. He was tense and painful in the abdomen upon examination. Bloodwork and x-rays were taken to begin assessment of the patient; results of the blood panel were consistent with pancreatitis and diabetes. Treatment was started and by 6/14, the pancreatic enzymes had returned to normal, however Boss was not eating even with the addition of appetite stimulants. His Blood Glucose was consistently between 125-209mg/dL for 24 hours without insulin; the Veterinarian explained that giving insulin to a patient that was not eating could cause a hypoglycemic crisis. It was further explained to the owner that we would like to try Boss at home in hopes that his appetite would be better in a familiar environment now that the pancreatitis was under control and she agreed. It was told to the client that the question remained whether Boss was diabetic or if the diabetes was caused by the pancreatitis. She was advised at the time of discharge that if the patient did well at home, to return to her regular Veterinarian in 1 week for a glucose curve to determine if Boss was diabetic; if not, he would need to return for additional care. The owner called the day after Boss went home (6/15); reported that he was not vomiting and was taking prescribed medications, but that he was not eating yet. She was advised to try a more palatable diet of chicken and rice, give another dose of appetite stimulant and to call us in the morning. The client called again the following morning (6/16) with a report of Boss still not eating and a message was given to the Veterinarian on duty. When attempting to return the call to the owner that afternoon to make the recommendation to bring Boss back in for re-evaluation, the Veterinarian was informed that the client had already called back, having requested records be sent to another Veterinary office because she had taken Boss there for treatment. There at no time was an admission of misdiagnosis, but the diagnosis of diabetes was in question. Boss presented with pancreatitis which has to be treated and resolved before a definitive diagnosis of diabetes can be made. The client was given two Treatment Plans, first for the initial office visit and diagnostics, the second for treatment which included the items from the first Treatment Plan as well. The client was charged for a bottle of insulin, which was opened and used for the first 24 hours of hospitalized care, and a box of insulin syringes. Since these items were not sent home upon discharge from the hospital, we will refund those items. Consumer Response /* (3000, 7, 2022/06/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Well first let me state that upon arrival his blood glucose was 500!, and when they sent him home they informed me his blood glucose was 250 so this information isn't consistent with the information in your report but none the less my main question is why was the dog discharged in his condition if he had been kept and not sent home unstable and unable to eat he would have been receiving some type of nutrition and fluid through iv at the animal hospital the 48 hours he went without eating anything at home and not drinking adequate amounts of fluid not to mention the amount of suffering he went through totally could have been avoided. So by the time I decided he needed to be seen again his glucose was so high it could not be read. Also where was anything for pain management? I was never once even told his condition was painful. It was only once I went home and did my own research that I learned he was in pain. I trusted Animal Care Center to treat my dog like there own. I gave full consent for treatment and I just feel that the outcome of his passing could have been totally avoided if he had not been discharged before his health made a actual improvement which is the whole reason I opted to take him to a emergency vet rather than my own in the wee hours of the morning and pay a $650 emergency fee just for a diagnosis. Why was the dog sent home unstable and not eating? You have to understand when someone reaches to an emergency vet for something like this they want everything done to save them. I just feel like that is not the type of treatment and support or care he received at all. These things could have been avoided and they weren't. Now I'm left with nothing but memories of my baby that was nothing less than my whole world for 10 years. Chihuahuas life span is a lot longer than that which is why I want to push the issue. What should have been done to save my baby wasn't. We didn't receive the care he needed and it didn't heal him or save him. I hope no one else ever has to go through anything like this with this company. Business Response /* (4000, 9, 2022/06/24) */ We attempted to contact the client at approximately 3:00pm today in hopes of obtaining more information needed to further evaluate the complaint. The call went to a voicemail box that has not been set up. We would like the opportunity to review the records from the other veterinary office, where Boss reportedly passed away, and kindly request that those records be sent to us via email or fax. Consumer Response /* (4200, 11, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your response. I did see your missed call however I could not answer at the time due to work. The vet I took him to after he sat home for 48 hours without insulin told me his blood glucose was so high it could not be read!!!!! I hope you can understand my frustration and how I cant help but to think if Boss had actually been sent home with the medication I WAS CHARGED FOR he may still be alive today. I have contacted Critter Care and they will be sending over all of his records ASAP.
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Customer Complaints Summary
5 total complaints in the last 3 years.
2 complaints closed in the last 12 months.