ComplaintsforWestern Illinois Veterinary Clinic

• Initial Complaint

  04/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DVM **************************************** diagnosed my dog with ********* Disease. According to her diagnosis my dog was prescribed an expensive medication that allegedly helps alleviate his symptoms. At time of diagnosis, I was told that this medication was kept in stock and that keeping my dog on this prescribed medication would be easy and no hassle to me. Basically, I should be able order this medication and pay for it on receipt of the medication. My dog has been receiving some level of service from this Veterinary office for close to 10 years, perhaps slightly longer. In the last 3 months I noticed a raise in Cost but a decrease in professionalism. Recently they made a change that they now require pre-pay or what they state are "expensive medications". Their records state they claim to have called me with this change on 04/16/2024, but I supplied my phone log and no such call was ever made to my phone number. I ordered the medication on 04/17/2024, and the receptionist that took my order made no mention of a change in policy. On 04/18/2024, I was called during my workday and asked to pre-pay for a medication that cost around *****. Who knows the true cost of the Vetoryl 30 mg though, as it has fluctuated from $75.00 to approximately $101.00. I did become upset over this as I was not made aware of a change. I asked for a script to see if I could get it myself, giving payment over the phone can be unsafe. I stated I would like to take my business elsewhere if the script was denied. WIVC kicked me out of their practice and gave me a script that basically is not usable to get my dog's medication. My dog will be suffering soon from their medical negligence. I spoke to 24 people over the weekend, and They all stated they would have been more upset than I was and angry with WIVC over the circumstances. I have given WIVC the opportunity to do the right thing and they have declined. Their focus is on judging my reaction and not providing care to my dog.

  Business response

  05/15/2024

  Hello BBB

  Thank you for contacting us.

  We have record of phone and in-person conversations with ************** on 4/18/24, follow-up emails with our hospital manager, and a ******** post regarding ****************** dissatisfaction with a change in how to purchase her pet's medication. ************** was provided a resolution to her concerns on 4/18/24 with a written prescription of her pet's medication to purchase elsewhere and a copy of her pet's medical record per her request to transfer to a different veterinary care facility.

  Additionally, we are unable to provide ************** any further veterinary care due to her unkind treatment of our veterinary care team throughout our efforts to resolve this matter respectfully.

  Sincerely
  ****************************************, DVM

  Customer response

  05/16/2024

  Complaint: 21607448
  
  I am rejecting this response because:

  The written prescription I was given is unusable locally.  ****************************** is just as much a poor historian as she is a poor veterinarian.   My exact words to the receptionist over the change in policy to pre-pay for Medication was that I was not comfortable paying over the phone; that I was requesting my dog's medication be filled and that if it could not be filled, that I would like a prescription to be written.  My next statement was that if my dog's medication failed to be provided or prescription written that I would take my business elsewhere as I was not going to be inconvenienced.  I did not curse, and I did not raise my voice.  I have consulted with countless people who have all stated they would have been much more upset than I was.  If the reception staff is poorly trained and lack the customer service skills to deal with upset customers, then the office should post that on signage at the front desk or let customers know when they call in that they cannot handle a person becoming upset.  

  Once I again I was a customer for countless years and the previous veterinarians would be disgusted with the current way this business is being ran.  ******************************* seems to have forgotten her Veterinarian's Oath, particularly this part " I solemnly swear to use my scientific knowledge and skills for the benefit of society through the protection of animal health and welfare, the prevention and relief of animal suffering,"   ******************************* has failed to follow through on providing treatment to my dog based on her diagnosis.  Clearly ******************************* remains focused on passing ill judgement on me when she was not present for the conversation with receptionist and will have no proof of her allegations of unkind treatment, as there was no unkind treatment of what she refers to the veterinary care team.  

  I am clearly going to have to file a complaint against ****************-Grundels veterinary license as she has failed to provide access to the medication that she prescribed by dog.  I was happy to pay for the medication, the expectation that the medication be provided at time of payment is not an unreasonable one.  
  

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

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