ComplaintsforBrookwood Animal Hospital

• Initial Complaint

  02/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Called provider to request Rx renewal of Heartwork and flea/tick prevention. Was told to bring my dog in because she was missing some vaccines. OK- I DID. Spent 3 minutes with vet, charged $69.00 plus $29.00 for Bronchi-shiledIII Oral (which the vet asked me to administer orally). I asked for a renewal of the dog's ******** Trio, and upon getting home, realized they had given me Simperica (not TRIO). I called and told them I would come back up to exchange, and they said they would have to see the dog again because she needed a heart worm test. I checked with the manufacturer of Simperica and this is not necessary since the dog has been consistently on the product to prevent heart worm. I believe this Vet is taking advantage of clients/patients by requiring unnecessary visits, examinations, and work. Physical Exam was sub-standard, this establishment has recently decreased hours of operation, and several vets listed as working there do not currently have licenses with the Georgia Secretary of ***************

  Business response

  02/21/2024

  After speaking with the staff and doctor that you saw and reviewing your chart and your calls to our facility, as all calls are recorded, you requested Simparica at the time of your visit so they were under the assumption you did not want heartworm prevention at this time. We called the manufacturer of Simparica and Simparica Trio, Zoetis, and they will not honor their heartworm prevention guarantee unless you have annual heartworm testing.  We recommend heartworm testing annually because it would not be thorough of us to let your dog go untreated for heartworms in the event these products fail or lapse in prevention. After speaking with the owner of our practice and Zoetis we are willing to allow you to return the Simparica if it is unopened and get the Simparica Trio if you are willing to pay the difference and sign an AMA and a statement saying that you understand that by declining the heartworm test you are effectively voiding the guarantee from the manufacturer for the Simparica Trio.    As for our hours, our hours have not changed in 2 years. We were previously opened on Saturdays and are no longer because there are 3 emergency veterinarians in our area open on the weekends.  We will not be refunding the examination or Bronchi-Shield as both these procedures were performed. 
  

  As for your other claims, all three of our doctors are fully licensed veterinarians with *** licenses. You probably are having trouble finding them because you are not using their full names.  Our doctors are *****************************, *********************************** and Dr. A **********************************.  Our doctors must be fully licensed in order to renew our business license every year and in order for them to order or prescribe any medications through our distributors FYI.

  As far as why we require you to come in every year, the following is the law that we are following in case you were wondering:
  

  It is unlawful for a veterinarian to release, prescribe, and/or dispense any prescription drugs without having examined the animal and established a valid veterinary/client/patient relationship. Failure to have an appropriate Veterinarian/Client/Patient Relationship is considered to be unprofessional conduct. This means that the veterinarian has seen the animal within the last twelve (12) months and is personally acquainted with the keeping and care of the animal(s) by virtue of an examination of the animal(s), and/or by medically appropriate and timely visits to the premises where the animal(s) are kept (Ga Comp. R. & Regs. 700-8-.01).
  

• Initial Complaint

  08/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unresolved

  More info

  On 7/31/23 I took my dog to this animal hospital. They charged me $95 for office visit. I told them my dog was walking & screeching off & on. *** took her in the back then came in the room & told me that she was sending me home with pain medicine, if not better by 8/2/23 to call clinic that afternoon to bring her in 8/3/23 for X-rays. I arrived 8/3/23 to drop dog off as they would have to sedate her for X-rays. Clinic called me approximately 1:30 to pick up & said X-rays looked good, paid $295 more dollars. Sent home with a prescription for pain medicine, no answer why dog was in pain. Dog stayed in pain till 8/7/23 morning. I started investigating her, feeling & looking under belly. There were 3-4 mats/knots, shes long haired. I cut them out & shes as good as new, no more pain. My issue is, I paid a total of $405, when, if the vet had done a complete check 1st day, these mats/knots wouldve been found. I feel a thorough exam was not done ($95) which in turn cost me another $295 for X-rays that didnt need to be done. I have called Brookwood Animal Clinic and they offered only a sorry. I feel they owe me a refund ($295) of the second visit on 8/3/23 because if the vet had done her job correctly, I would not have had to bring dog back for X-rays.

  Business response

  08/14/2023

  We certainly understand how having a limping dog at home can be very frustrating.  We did diagnose a medical problem upon examination, sedation and radiographs that causes intermittent lameness.  We are happy to hear ***** is doing better, please feel free to reach out directly with any further questions or concerns.

  Customer response

  08/15/2023

   
  Complaint: 20441065
  
  I am rejecting this response because: You DID NOT give me a diagnosis, you said X-rays were clear, tech said probably a pulled muscle. Sent home with prescription for pain. The matts/knots SHOULD HAVE been found on 1st visit. If so X-rays & sedation would have not been needed!! 
  
  Sincerely,
  
  *********************************

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