ComplaintsforMiller Mobile Veterinary Services LLC

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a vet apt for our dog on Friday 7/28, we were told that she is very sick and needed an ultrasound. We were told that scheduling one at their office would be the fastest, most efficient way and that we should come in between 8-8:30 the following Monday to drop the dog off. Our dog is very aggressive towards other dogs, she is being treated at that vet office for anxiety, and modifications had been made to her apts prior so she could avoid seeing any other dogs; she has never been boarded before . My husband was under the impression he could be in the office with the dog for her ultrasound apt, for around an hour or so; no other modifications or discussions were had about her anxiety or how this apt differed from a usually scheduled appointment. He called the day of the apt (the next business day after the apt was made) as soon as the clinic opened and asked when the US tech would be there so he could come with the dog. He asked to be called about 20min prior so he could come with the dog, or to be given a rough estimate of when the tech would be in. He was called about half an hour later saying he needed to be in the office in 15 min. We live 30 min away from the clinic so he could not be there that fast. We were then charged a $187 no show fee, this fee had not been discussed prior, no information was provided about the fee via hand out, and we signed no documentation about the fee. They would not provide a referral for ultrasound at another facility for our very sick dog until we paid this fee. Upon calling the clinic they told us that other modifications were discussed about how to handle boarding the dog prior to the US, this is untrue.

  Business response

  07/31/2023

  Hello,

  It appears you have the incorrect practice - I am located in ********* and do not service ********, **. Please adjust your complaint to the correct business.

  Thanks,

  ***** Miller, DVM 

  Customer response

  08/01/2023

  Sorry! You are correct, I filed for the wrong state. The correct location is  *********************************************************************************

   

  Do I need to file a new complaint?

  Customer response

  08/01/2023

  Miller Mobile Veterinary Services

  
  *********************************************************************************

  thank you! 

  Business response

  08/03/2023

  If this response seems lacking in detail, I apologize in advance and I am happy to speak with someone at the BBB regarding this manner.  Ultimately, I have the responsibility of protecting any information which could compromise the private information of the client and their pet.  I also do not know if the person(s) filing the complaint will have their name associated with it so for the sake of privacy, I will also call the pets owners Mr. * and Mrs. ******** This is not meant to be offensive.  It is also important to note from the onset that we tried to work with and accommodate Mr. and Mrs. * and will continue to do so as they and their pet are important to us.  No actions were taken to teach Mr. and Mrs. * a lesson.  We apologize for this unfortunate complaint but the facts stated are not the same as our experience.  Please also understand that this event occurred July 31,  the timing of the appointment is important.
  
  During the visit on July 28, it was determined that Mr. and Mrs. ** pet was indeed ill and it was also determined that Mr. * wanted to perform diagnostics as soon as possible.  Our clinic was then able to arrange for a 3rd party to come and perform a diagnostic ultrasound (Insight Ultrasound) Monday the 31.  It is not typical that we are able to arrange appointments with the board-certified radiologist in such a short period of time; but in this case, we were able expedite the process.  This time frame is important because our standard operating procedure is to call and text the day before the appointment as a reminder.  We were unable to do so in this case because the appointment was made on a Friday, and the appointment for the ultrasound was the very next Monday.  We were not open over the weekend.  With this fact in mind, the veterinarian, **************, explained directly to Mr. * that we require that he and his pet show up between 8:00 AM and 8:30.  ************** explained, we do not know if we are the first appointment of the day or the last appointment of the day - as Insight Ultrasonography determines their schedule the night before or morning of the appointment - based on the location of the appointments.  We also told Mr. * that we would call him once the diagnostic ultrasound was complete.  Mr. * understood this upon leaving and agreed to the conditions.
  
  On Monday, July 31, Mr. * called soon after opening (our clinic opens at 8:00 - it is posted on the web and the front door of our clinic).  At that point, Mr. * indicated that he was not comfortable leaving his pet at the clinic. This concern was communicated to **************, and Mr. * was told that he was welcome to come and wait with the patient in our lobby, or in his car whichever was least likely to cause stress.  Mr. * declined the offer and requested that we notify him 15 minutes prior to the ultrasound technician arriving.  It is important to note, at this time, that Mr. and Mrs. * wrote in their own statement that they knew they were approximately 30 minutes from the clinic.  The receptionist communicated to the owner that we do not determine the schedule of the ultrasound company, and that we do not know the time at which the ultrasound technician would arrive at our clinic.  Mr. *. was informed for the 3rd time that it was necessary to come now to avoid missing the appointment.
  
  The ultrasound technician from Insight showed up at approximately 9:00.  Mr. * was subsequently called and told that that the ultrasound technician was willing to wait for 15 minutes.  Mr. * communicated that he was 30 minutes away and would not make the appointment.
  
  The company that provides the service charged our clinic $185 for the missed appointment.  This information was passed on to Mr. ** who then agreed to pay the missed appointment fee.  No complaint was made until Mrs. * called later that afternoon. 
  
  Earlier in the day on Monday after the missed appointment, Mr. * requested a referral to an internal medicine specialist in hopes that he would be able schedule a specific appointment time for his pet to have a diagnostic ultrasound.  The request was communicated to ************** soon after it was made and fulfilled that very same morning independent of the balance on Mr. and Mrs. ** account.  Mr. * was emailed soon after the referral was made.
  
  I must state again that the $185 travel is not punitive.  The travel fee was also not generated by our clinic.  We did not receive any money from the transaction.  It is unfortunate that Mr. and Mrs. * are frustrated with our effort to help their pet and we are sorry that we had to collect the fee to avoid paying it ourselves.  I think the fee is reasonable.  The ultrasound technician drove over 30 minutes to get to our clinic, they also had to drive to their next appointment.  Presumably the ultrasound company could have scheduled another appointment if they had sufficient notice and therefore lost the money associated with the exam.
  
  Please feel free to communicate with any additional questions or concerns.

   

  ******* Miller D.V.M - practice owner

  Customer response

  08/03/2023

  The issue arising here is that 

  1. We were not told about a fee when the appointment was made on Friday. No hand out, email, text, or written information was provided about how the appointment differed from a standard appointment and what would happen if it were missed. If that information was provided, along with more specifics about the appointment, we likely would have scheduled elsewhere.

  2. While I understand the way your office uses ultrasound techs is standard procedure, having an appointment, without having an appointment time, is fairly atypical. Our dog has severe anxiety; she has aggression towards children and other dogs, she has never been boarded before and we have deemed it unsafe to do so. Since you were closed over the weekend we called Monday as soon as possible to try and better grasp how the appointment was scheduled. Mr * called as soon as your office opened to get an approximation of the appointment time. He offered to come in and wait there in the morning, but he was told they do not usually let owners do that so they would try and find the tech and call him back.  They never called him back. An hour later he called them again trying to figure out what to do. They said they didnt know where the tech was. Five minutes later they called back and said he needed to be there immediately.  He said he would leave right then, but they said that wouldnt work. 

  4. We were very specifically told that we would not get a referral or her medication unless we paid the fee. Further care for our pet was held hostage buy a fee we were completely unaware of. I was later told by front office that she cares about our dog, and if we did too we should have **** at the ultrasound

  5. I absolutely understand the purpose of the fee. However the fee becomes unreasonable when you consider the fact that the fee being explained to us, your office was unable to make accommodations for our dog despite copious attempts, and the fact that your office held hostage care for the dog over the fee. 

  Business response

  08/10/2023

  I apologize - but I believe we are at an impasse.  I am afraid that any response that I might make regarding the most recent post will only make you more angry.  I really wish that you would have contacted me before lodging a complaint with the Better Business Bureau as we may have been able to work this out in a way that it more satisfactory to you.  However, since you are lodging a public complaint, I do feel like I need to make a response to defend my business and employees.
  
  Response to Item 1.
  
  We did not know there would be a missed appointment fee.  As I have stated multiple times in my previous response Miller Mobile Veterinary Services did not generate the fee.  We learned about the fee Monday morning when your husband did not to come to the appointment that he scheduled.  In our history with Insight, we have had many appointments, and we have never had someone not show up to an appointment they agreed upon.  Again, we did not charge you a missed appointment fee Insight charged the missed appointment fee.  There is no handout they have not provided us with one.  Although I do not work for them, I suspect that their assumption is that when clients make appointments, clients will show up to their appointments.  Perhaps you should lodge a complaint against their company instead of ours.  When your husband agreed to come to the clinic Monday morning, he made a verbal contract.  Plans were made for real people to show up and provide diagnostics/health care for your pet.  When people travel to locations and appointments are missed, real costs are associated with those missed appointments.  The services provided by Insight cost them money and that cost still exists when patients dont show up. 
  
  The concerns about how your husband or your pet could have been accommodated should have been addressed at either the time of the appointment on Friday or sometime Friday afternoon (since the appointment was in the morning).  I think you would agree that we shold not have made the appointment later in the week just in case you decide not to show up Monday morning.  An urgency was expressed by your husband and we did our best to accommodate his wishes.  Now I am answering complaints on a pubic forum because your family changed its mind.  Also, your husband could have shown up at the assigned appointment time on Monday and had concerns addressed then.  Finally, we did our best to help your husband with his concerns over the phone, but he chose not to come to the clinic.
  
  Response to Item number 2.
  
  Your statement that Drop Off appointments to accommodate clients/patients  is Atypical is false.  Almost all local veterinary clinics use drop off appointments to accommodate pets that need to be seen before a standard appointment can be made.  Several of the local referral practices often have their patients stay after their appointment to work in the ultrasound or schedule a separate appointment for an ultrasound.   All of the veterinary practices that use Insight use drop off appointments and they have many veterinary clinic clients around *******.  Additionally,  the drop off scenario was explained to your husband Friday morning before he agreed to the appointment.
  
  Regarding your pets anxiety:  This is a huge concern for us which is why ************** gave several options to your husband.  As veterinarians, we happen to be highly trained at managing anxiety in our patients we would not have have abused your pet or allowed your pet to suffer and we would have taken steps to make sure your pet was as comfortable as possible including allowing your husband to wait with your pet in the clinic or in his car.
  
  Regarding the calls that morning in which you stated that we never gave a call back aside from the statements which I made in my first response, we also maintain a call log which shows that we called your husband several times that morning.
  
  There is no Item number 3.
  
  Response to Item number 4.
  
  This conversation was between your husband and one of the managers.  Im not sure that your recount of the conversation is accurate.  We did not withhold the referral.  As I stated in my first response, the referral was made before you ever called and complained.  Referrals are usually made within 24 48 hours of the request.  In your pets case, we made the referral within a short time after your husband did not show up for the appointment.  The veterinarian making the referral had no knowledge of Insights policy or that there was a balance on your account when she made the referral.  As far as medications are concerned, we absolutely will withhold filling medications in house or providing additional services when there is a disputed balance on a client/patient account.  To sum up:  we did not withhold your medical records or making a referral we do withhold filling more medications in house or providing medical services when there is a charge in dispute.  This is a standard practice and protects veterinary clinic against clients running up bills they do not intend to pay.
  
  Response to Item Number 5. 
  
  I dont think you understand the purpose of the fee and I dont think you understand that the fee was not generated by our clinic.  The purpose of the fee was not to be punitive.  The purpose of the fee generated by Insight was to recuperate some of the money lost when your husband did not show up to the appointment that he agreed upon.  I am curious to know how much of that fee you think Miller Mobile Veterinary Services should pay.  Your statements up to this point indicate that you that answer to be All Of It.

• Initial Complaint

  05/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was not happy with the veterinary that saw my pet and moved to another veterinary service. Following this I unsubscribed to all e-mails received. In addition, I requested at least three time via e-mail and phone to have my contact information removed from their files most recently on January 18, 2022 and received response my record was deactivated. Obviously, this was not done as I received yet another e-mail on Tuesday, May 10, 2022. What must a customer do to stop receiving e-mails from this firm? I would prefer not to take legal action against a small business particularly a veterinary but if this complaint does not stop e-mails, I will consult my attorney on the next one received.

  Business response

  06/25/2022

  Dear *****************,
  
  I am very sorry for your inconvenience.  Up until the notification from the Better Business Bureau, I was not aware there was a problem.  I also understand that your primary concern is to no longer be contacted by Miller Mobile Veterinary Services or its employees and I have personally taken steps to make sure that this does not happen again. 
  
  I would also like to make a brief explanation as to the reason our error was made not to make an excuse, but because the Better Business Bureau asked me to respond.  I am not familiar with Better Business Bureaus process and do not wish to burden you further with even more communication, but would like to comply with what I have been asked to do.  When the email sent 1/18/22 was received, the receptionist responded and attempted to deactivate your account herself - immediately.  Protocol was in place for her to bring the issue directly to me, the business owner, but she did not.  Unfortunately, there are a complicated set of regulations that require us to keep and maintain medical records for a period of 7 years.  The software company we use has many steps in place to safeguard the information.  **** deactivated both of your pets that very day, but she did not deactivate your (owner) account (her access does not allow her to do so).  I understand that you received an email in May 2022 when I personally created a message to all of our clients, communicating that ************ was leaving.
  
  Upon receiving the message from the Better Business Bureau, I deactivated the whole account.  I also manually removed the email and phone number information from the account as well. We do not keep any credit card information on file.  I will also contact the local, state, and ************* of Veterinary Medicine to assess the minimal amount of information that I am required to keep regarding the medical records.
  
  I am very sorry for your inconvenience and understand that the entire reason you asked to be removed from our system is that you experienced poor service.  Until now, I was not aware that you were upset with our communication and the care that Junior received.  I would also like to apologize for your experience at our clinic as well.  I have always tried to promote excellent health care services for our clients and their patients - and truly value clear and timely communication.  Clearly, as is evident by your dissatisfaction, we have failed in this regard and I am truly sorry.  **** (the receptionist) and ************ are no longer with our practice.
  
  Unless requested, you should receive no further communication from us.
  
  Sincerely,
  
  ****************** Miller

  Customer response

  06/27/2022

   
  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,
  
  P *************************

*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. ↩