ComplaintsforU - Vet Animal Clinic, LLC

• Initial Complaint

  12/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Horrible customer service! I moved to the area in March 2023 and began taking my dog there for care. First, the front desk staf does not listen. I told them multiple times that my address was wrong in their system and they never corrected it accurately. Next, despite always having an appointment, I always waited at least 30 minutes past my appointment time, and often over an hour. I tried to discuss concerns with both the doctor (owner) and the staff, but my concerns were always dismissed. On my first visit, they failed to give the vaccines that I had specifically asked for - not because they felt she didn't need them, but because they just didn't pay attention. On another occasion, when I told them what I'd already tried for weight loss, they literally told me to try exactly what I had told them I'd already tried. Since talking to them did not seem to get anywhere, I left reviews so that others would be aware of issues. Instead of looking at the reviews as a chance to improve, they sent me a message that they'd no longer provide care because I left a negative review. It is extemely unethical to refuse service simply because someone left a bad, yet honest, review. Because the business has not provided adequate care and is now causing me to seek care elsewhere and thus incurring additional fees for an exam, etc. I believe the business should refund money spent with them on insufficient care!

  

  Business response

  12/15/2023

  *****,
  Your first appointment with us was on 06/05/2023 to update your pet’s vaccines. During this first visit, you brought in written veterinary records that our staff members put into your chart. During this appointment, **** received the Rabies vaccine, Heartworm Test, Bordetella, Sentinel Spectrum, Bravecto. On the next business day, 06/06/2023, our system sent an automated text asking about your previous appointment with us. You first replied to us stating that Everything seemed fine, but your name and your pet’s name were spelled wrong. Our staff then updated this information in your account. You messaged us again later that morning stating that you wanted **** to have Rabies, Bordetella, and 5 way (Distemper, Parvo, Lepto, Parainfluenza, and Hepatitis) due to boarding and daycare purposes.It should be noted that all texts and emails are notated on the account and time-stamped by our staff when they reply to the messages. Our staff apologized for the misunderstanding and offered that you return the next day for the vaccine and would NOT charge you the Exam fee. On 06/07, you came in for the 5-way vaccine AND we also gave the Canine Influenza vaccine, again WITHOUT charging the Exam fee. You left us a Google review, which we reviewed and went over with ALL staff members involved with the first appointment so that we could make improvements to satisfy all our patients/clients.
  

  Your second appointment with us was on 07/18/2023, scheduled due to your concern for a potential thyroid issue because of your pet’s weight gain. During this appointment, we did in-house diagnostic testing and an outside reference laboratory test that looked explicitly at your pet’s thyroid levels. While running your pet’s bloodwork in-house, the machine experienced an error, so we had to rerun her bloodwork under the blood machine manufacturer’s instruction. This bloodwork does take 30-40 minutes to run each time. The in-house diagnostic test came back NORMAL. Even though you stated you had **** on a ‘diet’ that doesn’t mean that the diet you had her on was working, or else she wouldn’t have continued to gain weight. Based on the typical in-house test result, Dr. ** recommended a veterinary diet called Royal Canin Satiety, not giving her any type of treats or human food for the next three months, and continuing daily exercise with work on increasing the exercise time.  It is important to note that Royal Canin Satiety is a veterinary formulated PRESCRIPTION diet explicitly curated for weight loss. We wanted to recheck her the following month to see if the new diet succeeded in helping her lose weight. You never scheduled a follow-up appointment or brought her in for the recheck. We aren’t even sure if you switched her food to the diet we recommended because the only communication you had with us was a message soon after you left, complaining about your wait time and complaining about the doctor not listening to your concerns – despite him recommending a prescription weight loss food. You messaged us again on 07/19, stating that you needed the outside bloodwork results back ASAP and all of her veterinary records sent to you. You also went back on to google to update your review again about your negative experience with us. On 7/25 Dr. ** left a voice mail for you stating we received the reference laboratory thyroid panel test results which also came back NORMAL. This shows there was no underlying reason why your pet had weight gain issues. On 07/26, you messaged us stating that you received the voicemail from Dr. ** yesterday and wanted the FULL medical records sent to you ASAP so that you could FIND ANOTHER VET.  Again, we have all of these messages notated on your account, and they are also automatically saved to the system we use to text clients. 

  
  As for the long wait times, unfortunately we do work in a clinic setting, so some of our patients come in more ill/injured than what their owners think when they schedule their appointments. Therefore, unexpected diagnostic testing, compounding of medications, treatment plan discussion, etc. can take longer than expected and put the schedule behind, along with technical errors that can occur unexpectedly, such as the issue with your pet’s bloodwork where we might have to re-run a diagnostic test to verify its accuracy. We hope our clients understand this as we would offer the same care to their pets if they were to come in ill and/or injured. Also, while reviewing all the messages back and forth between you and our staff, we do not see where you, at any point in time, told us to update your address.

  
   After your last review and text stating that you would be finding another vet; we were very surprised to see you request yet ANOTHER appointment with us on 12/13. It is clear from your previous appointments, text messages to us, and reviews, that you and our clinic our unable to form a good patient-vet relationship with each other. We do not see us ever being able to provide you with an experience that you would deem yourself as a ‘satisfied’ customer. Your pet’s records have been sent to you and we do truly hope that you can find another veterinary clinic that can fulfill all your wants and needs.
  

  
  

  Customer response

  12/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I am accepting this resolution only because I want nothing more to do with this practice that does NOT put the needs of pets first! Fortunately I have found another provider that understands that it is my responsibility to advocate for my pet and doesn't hold it against me when I do. 
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  03/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 3/13/2023 I took the cat to U-Vet. They provided an estimate that was to be the max, could be less. On top of that estimate I agreed on some meds, subcutaneous fluids and clipping the nails. I asked not to subject the cat to unnecessary pain and discomfort, when the vet wanted to treat with acupuncture. She said it would be free because she was in training for it. I asked again not to subject the cat to unnecessary pain and discomfort. She said the cat will not mind at all. What I witnessed was that the cat was subjected to a procedure that caused stress and panic being held down under a towel with the tech kneeling on top of the cat with her knees on both sides of the cat, while a long needle was inserted between the tailbone and the rectum. The U-Vet presented me with a bill that was about 40% over the estimate. It had two tests that I had not authorized, and a rush fee for getting the X-ray results back (which they had said was part of the original estimate, so I eventually got it refunded - vet office highlighted in the receipt the services that were included in the original estimate) I would like the practice to respect the customer and honor the estimates and to ask authorization from their customers for treatments/tests needed that were not in the original estimate. And if the customer does not want the treatment done (even if it is free, such as acupuncture), then it should be honored. Furthermore, I would like to be refunded for the two tests Vcheck feline fPL2.0 & Cystocentesis Urinary ($77.18) that I did not authorize.

  

  Business response

  03/22/2023

  We are sorry to hear that you had a negative experience with us. We have reviewed our security footage and met with our staff; both, the veterinarian and assistant, have given a report regarding your appointment with us on 03/13/2023. You were given an estimate of $802 which included the bloodwork P21STU) and radiographs. We give estimates, not quotes because we can not predict how a patient will act for procedures and treatments. We were given permission to run the bloodwork and radiographs. While the veterinarian was in the room doing the exam on the patient, subcutaneous fluids were discussed with the doctor.  Due to the symptoms the patient was brought into the clinic presenting, the doctor decided the fPL test was neccessary. The patient was then taken to the treatment area of the clinic to run the bloodwork (P21STU), x-rays, and fPL test. The vcheck fPL test came back as 'SUSPECTED' for pancreatitis. We were unable to obtain urine from the patient, so we had to perform a Urinary Cystocentesis. During radiographs, the patient was very upset and repeatedly tried biting our assistant and kept hissing. The report came back from the radiologist and it suggested that an enema be performed on the patient due to constipation. The price of the enema was discussed with the owner and it was a financial concern. Since the enema was declined,  Acupuncture was discussed with the owner along with medications including injectable Cerenia. Our staff warned the owner that the Cerenia injection stings and that he was more likely to get upset about that than the acupuncture. It was also explained to the owner that acupuncture was a free service offered because the veterinarian was working towards certification and needed the cases for the certification process. 
  We expressed to the owner that she did not have to do the acupuncture if she didn't want to but that it might help. The owner had put the pet back in the carrier when our staff came back in to do the aqua acupuncture with B12 and cerenia. Since the pet had become fractious during the radiographs, our staff decided to wrap the patient in a towel to prevent injury to itself and the staff. He was braced between the assistant's legs to give supported pressure and better control but was NOT sat on or pinned down. Patient did great for B12 injection into GV-1 but screamed as many patients do for the cerenia injection (the pain injection stings). The towel was then opened into the carrier opening and the cat was allowed to retreat into the carrier. The only reason acupuncture was offered was due to the owner declining the majority of treatment for constipation due to finances. Once the owner had checked out and she came back into the clinic and discussed a miscommunication on the radiograph fee which we refunded her for the urgent setup fee to the regular setup fee ($70). 

  Customer response

  03/22/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  The urine test and the pancreatis test were done without discussing it with me, while the cat was taken to the back for the bloodtest and X-Rays that were estimated (max, could be lower.. according to the tech) to cost me $802 . I was sitting right next door and it would have been easy to let me know those were needed.I had requested subcutaneous fluids as the cat needed that and I did not want IV, as it would have been more expensive, so that is correct. Not that it was so much suggested, but I asked for it when I brought the cat in. 

  Yes, the tech was kneeling on top of my cat , knees on both sides of the cat , towel wrapped around the cat. I am not imagining this. The acupuncture that I know of, is done with very thin needles. Not with a syringe with liquid in it. And yes, I twice told the vet I did not want to subject the cat for extra uncomfort with the acupuncture as we had already agreed to give the cat a pain medication injection. From what I saw the cat was way more distraught about a needle (not an acupuncture needle) being inserted in his bottom as acupuncture than the pain medication injection.  If you have security tapes, go ahead and check this. 

  Of course I said no to a $700 enema, as the vet said I could think about it for a day. Of course I checked it with her. Please check your tapes if you have them. And I knew I can get it a whole lot cheaper elsewhere. And i did. As I told the vet, this was a situation the cat had had a few times before. The cat is healthy now. No pancreatis treatment needed. As there was no blockage either. 

  I still would like to be refunded on tests that I did not authorize. 
  
  Sincerely,
  
  ***** ********

  

  Business response

  04/27/2023

  We stand by our original response.

  Customer response

  04/29/2023

   
  Complaint: ********
  
  I am rejecting this response because:
  They did not offer any solution

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

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