ComplaintsforVeterinary Emergency Group

• Initial Complaint

  10/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On Oct 8, I took my dog to the ** and he got blood work done in 20 min. They even shared the results in person. Before leaving I asked for a print out of the blood results, and they said it would be emailed to me and sent to my vet. I never got the results. I called my vet on Monday am, and they didnt receive them. I called this business on Monday afternoon and they asked for my email and said they were on the way. I only got the receipt. I called them again to follow up and they said that they were waiting for the vet to finalize the results and give them the ok to release them, and that they were coming. I still havent gotten them. I need the results immediately so that I can find another vet to conduct follow up tests in case my dog has liver damage. I already paid them but they wont release the service that I already paid for.

• Initial Complaint

  01/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was there today at 1am on 01/10/2022 with a sick dog (3yo) in respiratory distress. They did x-rays and told me my young dog was in congestive heart failure, left sided. I came in for his coughing and assumed he had a respiratory bug and needed some antibiotics and steroids. They tried to charge me $3000 for a 12hr stay, saying he needed it. I disagreed and they loaded him up with Lasix and another cardiac medication. He ended up not needing any of that and had to be treated at his primary vet today to reverse what they did with cardiac medications.The dog was misdiagnosed and I spent 16hours crying today, thinking my young dog was going to die from congestive heart failure as I was informed. Granted the staff had excellent bedside manner and customer service, their diagnostic skills leave a lot to be desired. The x-rays were poorly taken and unable to be used at the primary vet for diagnosis. Everything had to be repeated. The dog did have a bronchial infection and needed antibiotics and steroids, on top of an IV and other medications for what the emergency VEG clinic did to him.The amount of emotional distress I experienced and my family thinking the dog was going to die soon, cannot be put into words. I am still waiting for the promised call back from the office manager on 01/11/2022. I am also requesting a refund and will update. I am glad my young dog is going to live a long healthy life after his antibiotic course is done.I paid $1,147.81 for this poor service. I also have a detailed report from his primary vet that I can send if needed. Attached below is the report summary from the emergency vet in question.

  Business response

  01/21/2022

   

   I primarily dealt with *************************** and this case, which is why I am writing. 

   

  Konnor ***** was seen on 1/10/2022 by ************** in our ER.   Per Dr. **** Konnor arrived in severe respiratory distress.  After his stabilization, chest radiographs were taken and were sent to Vets Choice, a company that reads our radiographs.  These radiographs were reviewed by ****************** Taeymans, a board certified radiologist, and were consistent with left sided congestive heart failure.  Dr. *** recommended hospitalization due to how severely affected Konnor was.  ************** could not afford hospitalization, so Dr. *** gave multiple injections of a diuretic, furosemide, and Konnor went home.  Attached is Document 1 which is ************ exam notes and Document 2 which is the original radiology report. 

   

  The next day, also 1/10/2022, Konnor was rechecked by *************************** at ************ Hospital in ****** **.  ***************** who is not a board certified radiologist, told ************** that our radiographs were poor quality and not consistent with heart failure.  He retook radiographs, which looked significantly better due to the lifesaving treatments provided by Dr. ******************************** stopped all of the cardiac medications in Konnor and started him on a steroid (which is contraindicated in heart disease by the way) and an antibiotic for kennel cough.  He then told ************** that we were wrong, treated for the wrong illness, and the dog simply had kennel cough.  Attached is Document 3 which are Dr. ******* notes from this visit.

   

  On 1/10/2022, I was forwarded a text message from ************** about this.  I called ***************** who reiterated to me what he had said to ************** and what treatments he had stopped and had started.  I requested **************** send me the second set of radiographs, which he did.  **************** disagreed with our diagnosis of heart disease in spite of listing a cardiac arrhythmia on his physical exam at the time of his visit. 

   

  I attempted to call ************** at this point.  This call went to voicemail and I left a message.  I let her know I wanted to discuss the case.  She texted stating that she would not speak to me on the phone, only through text and email.  I emailed her at this point explaining that I was fine with refunding her money due to her having to repeat the **rays at her primary care veterinarian (even though I personally disagree that these **rays needed to be retaken).  I let her know that at this point, I disagreed with her veterinarian, as did Dr. *** and the radiologist who reviewed the original radiographs.  This is attached as Document 4.

   

  At this point, I contacted ************************* who is a board-certified radiologist and head of radiology at our company, Veterinary Emergency Group.  I had him review the radiographs and he agreed as well that the first set showed congestive heart failure and the second set, taken after massive doses of furosemide, showed improved heart failure.  He did not understand why the primary care vet, ***************** felt the need to stop heart medications or start treatment for kennel cough.  All of my consulting with ************** was done over the phone, so no formal report was generated.  Because of this, I elected to consult a third specialist.

   

  In order to obtain a third opinion (and a second written report), I submitted both the original radiographs and the second radiographs to ****** a consulting service.  These were reviewed by two doctors.  First, ************************* a board certified small animal internist reviewed the case.  This occurred only because a cardiologist was not available immediately.  ************** agreed with the original report and the original treatments.  This is attached as Document 5.  Secondly, ************************************** a board certified cardiologist from ***** agreed with Konnors heart disease.  I emailed all of this information on to ************** as well as **************** because I felt strongly that Konnor would die without appropriate treatment.  ****************** communications are attached as Document 6.

   

  On Saturday, 1/15/2022, **************** emailed me to issue an apology.  He let me know that Konnor had rechecked with him and he was exhibiting symptoms of heart disease, such as a severe arrhythmia and pulse deficits.  He was then referred to another ER in order to be admitted and be evaluated by a cardiologist.  Interestingly, on his medical note on 1/10/2022, he noted an arrhythmia then as well, yet still took Konnor of his cardiac medications.  Dr. ******* email is attached as Document 7.

   

  In addition to this complaint, ************** started a smear campaign on both ****** Reviews and Yelp.  She edited these reviews after **************** admitted that he was the one that was wrong, still leaving us with 1 star reviews.

   

  I firmly stand by every action taken as our facility and every action taken by Dr. ***************** believe Dr. *** saved Konnors life on 1/10/2022.  If you need any more information, please do not hesitate to contact me.

   

  Sincerely, 

  ********************************** DVM

  Customer response

  01/21/2022

   
  Complaint: 16450481
  
  I am rejecting this response because:

  
  Defamation of character accusing me of a "smear campaign" because of stated facts and events that took place at the business on 01/10/2022. Harassing emails after the business was dealt with from Dr. *** and The Director *****. I will be pursuing criminal charges if contacted again such as a "no contact order". 

  Document 1 from *************************** stated he had to redo the x-rays and I also physically went over VEG x-ray's and Dr. *** who is also not a board certified radiologist. The radiologist from VEG should have rejected The x-rays and had them redone. Due to VEG taking poor quality images they had to be repeated on 01/10/2022 with ***************************, which due to the drastic image changes had lead to another diagnosis. VEG did not properly diagnose the dog Konnor either. Due to VEG poor quality images it lead to confusion and a delay of care. Document 2 shows a neutral third party cardiologist reviewed **************** and VEG x-rays. The cardiologist was only able to utilize Dr. ******* due to VEG having such poor quality images it could be definite, but mild enlargement of the heart was note and an echo was needed for further diagnosis. 

   

  VEG never offered for me to review the x-rays just came into the room and told me my dog was in CHF and going to die while showing me a quote for $3,000.00. They also never offered a blood work up or any other treatment I had to ask for IV Lasix and stabilizers till his primary vet **************** could see him because the dog was otherwise noted to be healthy. VEG Director ***** had to be contacted several times and it wasn't until I reached out to Sunny on the afternoon of 01/11/2022 that everything be in writing and asking for a refund going forward since ***** could not take the time to call from VEG on such a serious matter is when it escalated. 

  VEG Dr. *** also noted to have errors in her charting with noting his Heart to be "normal", she did not note a murmur or an arrhythmia, which the dog did have an irregular heartbeat from 01/10/2022 in the early hours at her location. This is also, in reflection to her poor quality images she should have redone to avoid the confusion and delay in care for Konnor. 

  VEG has shown a lack of professionalism and responsibility on the Directors part for how she handled this matter and accusations. I have only seen one radiologist report from VEG and a cardiologist report from their company. None of the documents were given to me from that point forward other than harassing emails from Dr. *** and Director ***** for accusations of a smear campaign and affecting their company morale. 

  Document 3 is a third cardiologist report who was only able to utilize Dr. ******* x-rays and not VEG. 

  Document 4 The dog was finally properly diagnosis with DCM from a university hospital, who also could not utilize VEG x-rays.

  
  Sincerely,
  
  ***************************

  Customer response

  01/24/2022

   
  Complaint: 16450481
  
  I am rejecting this response because: It is a copy and pasted response. I have documentation attached in this email from a neutral party cardiologist who did not receive compensation of any kind for her professional review. The cardiologist in summary suggested that the second set of x-rays taken by **************** with the proper technique and quality shows no signs of CHF. The cardiologist also looked at the x-rays from VEG, which are very different in quality and due to this caused confusion on the next set of x-rays due to the poor quality. This caused confusion, misdiagnosis, and delay in critical care due to VEG and their poor techniques. 
  Veg now continues to harass my personal vet and myself with emails and phone calls because they want their reviews on ****** and Yelp changed. Further action will be pursued if this harassment and defamation of character (libel) continues. 

   

  
  Sincerely,
  
  ***************************

  Business response

  01/27/2022

  To whom it may concern,

  ****************** claim that radiographs taken by our hospital caused confusion, misdiagnosis, and delay in treatment are false.  The report by ****************** actually says that the difference in radiographs from our hospital and from the second set taken was likely due to THE SUCCESSFUL treatment of congestive heart failure.  I also do not understand how ************** can claim that somehow critical care was delayed given that the patient was treated for CHF when in our hospital.  Nowhere in ********************** report does it say that our radiographs are poor quality or non diagnostic.  She states that one of 4 images is "not AS diagnostic", not that the radiographs as a whole are non diagnostic.  She does not make any statements about quality.  She does not state anything about quality or misdiagnosis.  Again, our diagnosis was CORRECT and our treatment was correct.

  Additionally, this cardiologist agreed that the second set of radiographs were still consistent with cardiac enlargement and possible left atrial enlargement and still suggestive of heart disease.  

  The difference in positioning of our radiographs (between VEG and between the secondary hospital) are likely due to in our radiographs taken on presentation, the patient was oxygen dependent and struggling to breath.  We were able to obtain the CORRECT diagnosis (congestive heart failure) from our radiographs.  We were then able to treat appropriately.  

  Sincerely,

  *****************************, DVM

*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. ↩