Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/27/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 12, 2023 I took my dog **** to the veterinary emergency hospital. She was acting lethargic and had a loss of appetite and not acting herself. When I arrived at their facility they took our name and told me to sit in the lobby. I proceeded to sit for an hour while I watched other dogs be seen and doctors come out to the waiting room and discuss treatment options with other dog parents that had been seen. I went to the front desk and asked why people coming in after me were being seen before me. I was told animals are seen on a as need basis meaning if an animal is determined to be more critical, they see them first. Without examining my dog I'm not sure how they knew she wasn't critical. I waited for another hour. A vet tech came out and told me she was going to take my dog into the back and get her *********************. She did that and came back within 2-3 minutes. She told me her vitals were good and as soon as a room opened up she'd be seen by a doctor. I proceeded to wait another 30 minutes. I noticed a sign that stated wait times could be upwards of 6 HOURS. I was shocked and after already waiting 2.5 hours, I was thinking it could be a longer wait than I had time for. I figured since she hadn't been examined yet, no harm no foul I would just book an appointment at my regular vet and I left the facility. Approximately a week later I received a bill from the emergency vet for $183.00 for "consult - Emergency". Thinking there was clearly a misunderstanding, I called the facility and told them my dog had never been examined by a doctor. They told me there were doctor notes in their system and that she had been seen. After arguing back and forth I asked them if my dog had been seen then what was the diagnosis. She paused and stammered and said she didn't know. I asked her how could there not be a diagnosis if she had been examined by the doctor? She continued to answer with "there are doctor notes". I am not paying for a service that didn't happen.

  

  Business Response

  Date: 03/02/2023

  After reviewing the case, the Medical Director refunded the consultation fee of $183. The ** consultation fee includes a physical examination and verbal consultation with the veterinarian to confirm the history, review possible causes of the patient's presenting problem, and recommend the appropriate diagnostic tests or treatment.   Due to a high number of critical cases, the owner was waiting for an extended period of time and was unable to wait for the official consultation with the veterinarian. For that reason, we are not charging the owner for the consultation fee.  Our Medical Director updated the owner via phone of the zero balance on her account. 

  Please advise if additional information is needed for a resolution.  
  
  

  Customer Answer

  Date: 03/02/2023

   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.

  
  

  Thank you.

• Initial Complaint

  Date:02/16/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my dog to this emergency clinic for ingestion of rat poisoning. After three hours wait without being seen by the veterinarian we left the clinic (this was over 24 hours after ingestion and the dog looked good). I received a bill for $175 for a consult-emergency by *****************************, DVM. I informed the practice that I would not pay for a service that was not rendered. I have now received a second bill as a final notice that I will be sent to collections if the bill is not paid in 10 days. I have called the clinic again this morning to state that I will not pay a bill for a service not rendered and was told that the ******************* stands. I demand that this bill be rescinded.

  

  Business Response

  Date: 02/18/2023

  I am sorry that you do not feel you received an adequate visit for your pet.  We strive to treat every animal in a timely and professional manner.   On 8-29-22, your pet was presented for possible Bromethalin  ingestion.  This can be a life threatening incident if a pet in fact does eat this product.  You arrived at 12:00pm and were placed in an exam room shortly there after.  At 12:45pm your pet was brought to the treatment room for vitals to be obtained and for ****************** to examine your pet.  Your pet was returned to you in the exam room and ****************** came in to discuss his findings with you.  Outpatient treatment was discussed because your pet remained stable.  At 1:21pm it was entered into our computer that you left without deciding on a treatment plan or paying the bill for your emergency exam.  I am confused as to why you believe your pet did not receive an exam by our veterinarian.  I can assure you he did and we were very concerned for his well being if there was any potential that he had consumed Bromethalin.  I sincerely hope that your pet remained stable and continues to do well.  I would conclude that your pet did not consume any of the product in question but it is always better to error on the side of safety.  I hope this clears up any misunderstanding that there may have been.  I have included a copy of the treatment summary in case you never received it because of no formal check out.

  Customer Answer

  Date: 02/21/2023

   I am rejecting this response because: We arrived at the clinic at 12:00 noon; *****s ********************* were taken by a nurse/technician 45 minutes later; we waited until 3:00 pm with out seeing a vet or receiving any emergent therapy (activated charcoal or other emetic); at 3:00 pm there was no indication when ***** would be seen again and given any therapy.  We left frustrated by the lack of action on the part of the vet staff.  We were not offered treatment by the vet/staff. Despite the assertion in the medical record that we refused treatment, at no time did we refuse treatment. The documentation that we were offered and then refused treatment is FRAUDULENT.  Any further pursuit of this issue will prompt us to refer this issue to the Indiana state vet regulatory agency.