ComplaintsforScarbrough Animal Hospital

• Initial Complaint

  05/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my elderly cat in on 5/16/2023 to discover what may be the cause of his recent weight loss. This was my first time visiting the animal hospital, and the live fleas all over the table in the checkout room from the previous pet were concerning. The hospital only took the weight of my cat and listened to his heartbeat and bowels. They never even looked in his mouth or anywhere else! In total, around 3 minutes were spent examining my cat. They leave the room and have a helper ask ** to pay around $1000 for **rays and bloodwork. They tried to get me to give him an appetite increaser to make him want to eat more, but I had already told the vet that he is always trying to eat food, so appetite isn't a problem. I decided against the **rays, so for $452 they took blood. By take blood, I mean they took my cat out of sight to a backroom and wouldn't bring him back until after I paid and 40 minutes later! In the meantime, I watched them drag a Chihuahua through the hallway by a leash, choking the animal when it could have very easily been picked up, so I saw "care" wasn't exactly their priority. They said the results would be in the following day, which they were not. My fianc received a text this morning saying the prescription for our cat is ready for pick up, so she called in to ask what was wrong with the cat. They weren't able to tell her, they didn't tell her what the prescription was, and they said the veterinarian who knows "should be back tomorrow". This is not professional, and I wouldn't wish the subpar care on anyone's pet.

  Business response

  05/27/2023

  
  We take your feedback very seriously and are always looking for ways to improve our services, thank you for your comments. I will address the items you mentioned about the cleanliness of our facility and the perceived dragging of the Chihuahua as obviously these are very important matters. 
  I assure you that a complete physical exam was performed. There are some reasons to prevent this such as severe fear and anxiety making the full physical exam unsafe however this was not the case with your kitty. It is common for owners to miss the subtle actions of a skilled doctor performing a physical exam because a lot of it may look like just petting motions. 
  We understand that veterinary care can be costly, which is why we do our best to offer a variety of treatment and payment options. Since this was your first visit with us we could have done a better job making sure we talked through those options with you. 
  The appetite stimulant was recommended based on the reason for visit that you typed in our on-line booking portal when making the appointment as well as the information that you gave to your technician. Again just a recommendation you have the ability to decline as you did, no worries. 
  
  I am sorry that the wait time of 40 minutes was too long, perhaps we could have done a better job at communicating to you during the process. When our patients need sedation we can sometimes need an hour or more with them depending on how the medication affects them before and after. 
  We routinely state that lab values will be available in 1-3 days and usually get partial results which is what has happened with your case. The doctor was reviewing the values as they were available and made a label for a medication that was going to be part of her recommendations. She did not know that it was part of our process to notify owners when medications were waiting to be picked up. We will certainly develop a plan to prevent that in the future. 
  Again, thank you for your time bringing up these concerns. We look forward to caring for your kitty in the future. 
  
  

• Initial Complaint

  07/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog had to under go emergency surgery otherwise she would die I was told by few veterinarians, since the surgery was super expensive I was directed to scrubtough animal hospital whom quoted me a price on the phone knowing exactly what as to be done upon my arrival that amount was exactly double when I said I could not pay the nurse told me put her to sleep I was shaking and crying and the nurse told me not to worry that my dog will get the best care and the reason of the price so high is they must keep her at the hospital for overnight care and watch her after surgery. I was also promised that I will get updated on my pet photos, videos, I left my dog at scrubtough hospital on Saturday morning and from that moment on I had no one to talk to I called about 100 times I emailed the hospital without any luck.The hospital had an emergency number which I called but I was told that the hospital calls directed to them but they are not affiliated with scrubtough and suggested I call the police since my pet is there.Finally Monday morning they answered the phone and I went to pick my dog they kept me waiting for about 2 hours before letting me see her, when I asked why no one answered the phone all weekend I was told no one was there and someone was watching the sick dog from home cameras I was furious what if a dog has an heart failure someone will drive there my dog is traumatized since the surgery and I would of Never left my dog unattended after a surgery so big in a cage for 48 hours without any updates by the way I also told them that I had all the needed medication for her but when I arrived home I realized that I was charged another $300 for meds I didnt need my experience was a nightmare still is for my dog will probably be for ever

  Business response

  07/27/2022

  ***BBB Has Received Business Response To The Complaint***

  ***Message***

  Please let me know if you need further clarification of anything. 

  
  

  Pyometra is a life-threatening condition that requires emergency surgery to remove the infected uterus and it does come at a cost. We were able to accommodate your pet on a Saturday afternoon and provided the estimate of costs before you left her in our care. A 50% deposit was paid and the balance was paid eventually on Monday morning when she was picked up. The 2-hour delay that is mentioned must have been due to waiting on the police to arrive to encourage the client to pay the **** for services rendered.  

  
  

  While she was staying with us overnight, we were able to administer IV fluids to keep her well hydrated and a team of technicians were responsible for her care the following day (Sunday). All under the direct supervision of the Veterinarian. After several attempts to contact you via text and call you answered Sunday evening so we could provide you with an update. Dolly did excellently for her surgery and recovery and we are very proud to have been there when you needed us as we are for many other families. 

  
  

  After providing you a $940 discount on the cost of the surgery and her recovery I am not sure how you claim being charged an additional $300 for medications that you didnt need. The doctor provided antibiotics, pain medication and anti-inflammatories.

  
  

  Customer response

  08/03/2022

  ****BBB Has Received Response From Consumer***

  ***Message***

   

  My dog was diagnosed with with a condition called Pyometra  a condition that the pet has to be operated on right away otherwise will die.

  I consulted few veterinarians and all of the doctors said the same things emergency surgery.

  I wanted my veterinarian to perform the surgery but he said that this surgery requires over night stay and pet MUST be supervised since its a major surgery and he refused to perform a major surgery when he couldn't stay overnight to watch the pet afterwards.

  so I was directed to Scrubtough Animal Hospital since they have an emergency overnight clinic I called the Hospital  and asked if they can quote a price since they are located an hour away from where I live. and I don't want to drive with a sick dog for an hour without knowing what they charge,

  On the phone after I had explained to them exactly what my pet was diagnosed with and that I have all of her blood work and X-rays I was quoted one price.

  Upon my arrival that amount became double since they saw the condition my pet and I were and there was nothing I could do.

  l was super upset for being misled about the price made me drive for an hour with a dying puppy in my arms.

   The nurse told me if you can afford it just put her to sleep I was shaking and crying and then I guess the nurse had realized what she had said she tried to calm me down told me not to worry that my dog will get the best care and the reason of the price so high is they must keep her at the hospital for overnight care and watch her after surgery this make the surgery more costly since they are leaving extra stuff over night to watch after the dog, feed her, give her antibiotics intravenouslyI was also promised that I will get updated on my pet after surgery condition some photos,  and video I left my dog at scrubtough hospital on Saturday morning and from that moment on I had no one to talk to I called about 100 times I emailed the hospital without any luck. The hospital had an emergency number which I called but I was told that the hospital directed their after hours calls to them but they are not affiliated with Scarbrough Animal.When I explain to the other hospital the situation and that I left my pet the    Scarborough Hospital for a over night surgery but no one answers for almost 24 hours she tried to help me and call the Scarborough herself but she didn't get any answers and has an animal hospital she said that it was unheard of and I should call the police to meet me at the hospital . Finally Monday morning they answered the phone and I went to pick my dog they kept me waiting for about 2 hours before letting me see her, when I asked why no one answered the phone all weekend I was told no one was there and someone was watching the sick dog from home cameras I was furious what if a dog has an heart failure someone will drive there my dog is traumatized since the surgery and I would of Never left my dog unattended after a surgery so big in a cage for 48 hours without any updates by the way I also told them that I had all the needed medication for her but when I arrived home I realized that I was charged another $300 for meds I didn't need my experience was a nightmare still is for my dog will probably be for ever

   

  Here is one of many attempts i made the day my puppy was in the hospital an email i sent the hospital

  
  
  This is my second email after attempting to call you about 100 times I left my dog at your care for a life threatening surgery and you left her unattended for over 24 hours with cameras Im seating home without any news since yesterday i drove over an hour to your hospital because you promised to give her the best care this is unacceptable in any way this is for me equals to animal cruelty I need to know how is my dog ASAP !!!!!
  
  
  

  Here is another email please trust me everything they are saying is a total lies 

  
  Hi,
  Im trying to reach someone since this morning without luck I was told a nurse by name ****** will be there today with the pets and would update me, there is no one there since yesterday that is not what I signed for, I would of never left dolly at your care if I knew for a second that she would be left in a cage for 48 hours unattended please call me ASAP l would like to pick her up

   

   

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