ComplaintsforJefferson Animal Hospital

• Initial Complaint

  11/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I took my pup to er on 11/14/23. She had to have surgery. On 11/23, I took her E-collar off, she started licking her left side. I took her to her vet the next day, they told me it was severe burns and it had to come from her having surgery because they use different things to warm them up. I called the er to let them know, spoke to ********* who was adamant that they didn't do it, and I would have to pay if I took here back to them. I told them they need to pay my vet bill because they caused these burns. Eventually, they agreed to see her and to pay her vet bill of $111.30. I'm upset because they never admitted fault, they actually asked me if I used a warning blanket on her. If you look at the burns she sustained, that alone will let you know I didn't do this to my baby. First off I don't own a warning blanket, secondly if I did it would have not caused that, those burns are so severe. She would not have set there in a blanket and get burned. She had to have been sedated for this to have happened. I know it was an accident, but for you to first say you didn't do it, then to try to blame me. How awful is that. I would never hurt my baby, then try to say you all did it. Then to add insult to injury, the Dr that looked at her had the nerve to say "you have to bring her here for Follow-Up because we can't keep paying her vet bills" Jefferson Animal Hospital, you are the reason for her vet bill. I forgot to mention, while we were in the waiting room there were certain spots I would touch on her and she would wince, she's in pain. They came to get her kept her for a little bit out of my site, when they brought her back to me, the Dr touched all over her and said "she's not in any pain" I was shocked and confused because I know she was in pain. After I got home and thought about it, I came to the conclusion that they had to have given her some pain medication while they had her away form me, because SHE IS IN PAIN. They tried to downplay her injuries.

  Business response

  12/07/2023

  On 11/12/23 "*****" had exploratory surgery to remove a foreign body from the small intestines. Owner called on 11/24/23 w/concerns about a wound; she elected to see RDVM due to cost. She called again & spoke w/********* after her visit- they suspected that we burned pt. We take pt. warming very seriously prior, during & post-sx as burns from warming devices are always a potential complication. It was explained that we work very hard to ensure that burns don't happen & without seeing the pt., a burn is difficult to confirm.  A n/c recheck was authorized to assess the wound. The owner insisted we reimburse her $111.30 for the visit with her RDVM, but that would be discussed post-exam. Upon arrival, the pt. was taken to the back for vitals & to prep a room to expedite her exam. No treatments or injections were given, as that is not hospital policy. Exam revealed a wound consistent with a thermal burn injury. While we can't say 100% for sure what caused the injury, we certainly want to make sure "*****" receives treatment. Rather than refunding future visits w/the RDVM, we suggested to continue rechecks & treat the wounds here at n/c until healed. A refund was issued for $117.98 ($111.30+tax) for her RDVM visit. We did ask routine questions about the possibility of her using a warming device at home. It seems as though she felt we were accusatory as we certainly were not. We wanted to do our due diligence in figuring out how the injury occurred. After the visit, we looked into "*****’s" treatments to assess any warming devices that could have caused the wound & reviewed the sx & post-op care with all parties involved. There was 1 warming option that could be cause for concern during recovery.  We have since reviewed surgical and post-op protocols to minimize potential complications.  We pride ourselves by providing the AAHA standard of care and strive to improve & continue the education of our doctors & staff. We wish her & “*****” well & hope to continue her care.  

  Customer response

  12/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: First and foremost I would like to say that I didn't refuse to take her to them when I initially found out about her injuries,  I was told by ****** they couldn't fit me in and it would be best I went to my vet. Also, as I stated before,  this burn was your fault,  and you know without a shadow of a doubt that it was your fault.  There is no way my baby would have sustained these burns in my care. She is not going to allow herself to be burned,  she received these burns while she was sedated and you know it. Yes, currently I  am going to Jefferson Animal Hospital for treatment but for you to say you can't keep paying for her vet bills when you caused them is so disheartening.  I am now made to got there every week when I would rather go to my vet whom I trust. Why can't you pay the bills. Every time I go to Jefferson Animal Hospital I'm there for the longest,  today was the quickest they seen her. I wanted to file this complaint so this would not be swept under the rug and for higher-ups to see this. I mainly wanted to get the word out so this won't happen to another baby.  You will now make sure this won't happen again.  Yes  ********* lied by saying you all could not have done this due to you didn't use anything that could have caused this,  then when I get there the Dr says it could have happened and you did use something that could have caused this. The fact that you are treating her at no cost is saying you know you did since money is most important to you.   No one has ever apologized to me. I am not a bad person,  I wouldn't make you all pay for anything that I've done. I am so hurt that you all are not taking accountability. 
  I would rather see her vet and you pay the cost as you should.
  Sincerely,
  
  ******** **********

  Business response

  12/15/2023

  “*****” was seen today for her weekly recheck of the wound.  Everything appears to be healing nicely, as expected, as *** ********** is doing a great job at home.  During her visit today, she spoke with *** ******** the owner of the practice.  She was given a tour of our hospital and the new facility under construction.  *** ********** seemed appreciative as *** ******* explained the multiple forms of warming devices that were used at our hospital.  We do take patient warming very seriously, more so now, and with further investigation confirmed that a rice sock was the cause of the injury.  The issue has been addressed with the staff member involved, and rice socks are no longer allowed for use at our hospital.
  We have elected to continue treating “*****” to ensure that the wound is treated until fully healed for not only accountability, but because we care about our patients and owners.  Her next appointment is scheduled in 1 week. We truly wish the best for “*****” and *** *********** 
  

  Customer response

  12/18/2023

  
  Complaint: ********
  
  I wanted to be able to respond back so I didn't accept the response,  but I'm satisfied. I would like to preface this by saying that I want to thank *** ******* (the owner) for being transparent and honest. Thank you for taking accountability and for the apology.  It was nice of you to take me on the tour. The facility looks really nice, and with the renovations, it's coming along really well. I would be remiss not to mention that *** ****** has been amazing. It started off a little rocky but was amazing in the end. She took good care of ***** and was kind and professional. I am very pleased with the outcome. What was most important is the rice socks will no longer being used, which means another baby will not have to experience what my baby went through. Thank you, BBB, for facilitating this for us. 

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

  Customer response

  12/20/2023

  
  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.
  
  Sincerely,
  
  ******** **********

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• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog was attacked by the neighbors German shepherds and i had to rush him to Jefferson animal hospital. They took my dog back and told me i couldn’t go back they had me fill out paperwork and told me my dog couldn’t be saved. That he was in cardiac arrest. They put my dog in a box and I took him home. Later I received a bill over $300 stating that they had gave him drugs to put him asleep and charged me for multiple other things not itemized on bull. I was making payments and set up for hospital to charge my credit card monthly. The next thing im receiving calls and mail threatening to report me to credit bureau. I told the collection agency and they said they could not except my payments of $25 it had to be $60 a month and put it on my credit report.

  Business response

  10/11/2023

  Ms. ******, we are sorry for your loss.  Losing a pet is never easy, especially with the extent of trauma that your sweet ******* experienced.  It appears that this incident occurred on 10/7/2021 at our Fern Creek location.  Upon presentation, emergency treatment was authorized and you were asked to complete registration paperwork while the doctor and staff worked with your pet.   ******* was deemed critical.  Prompt, humane euthanasia was recommended to you and was approved then performed with you present.  A partial payment was made at the time of service and it was advised to you to pay the remaining balance prior to the end of the month before any billing/finance charges were added. Monthly statements including said billing and finance charges accrued until your account exceeded $300.  A single payment of $20 was made in March 2023; we adjusted your account to match the initial balance, and monthly statements with fees continued thru June 2023 – twenty months from the initial visit.  Although you left your card on file, you left specific instructions to contact you before running your card every month. Due to the failed attempts to contact you and no further response or payments were made, your account was turned over to a collection agency, which has a negative effect to your credit rating.   You are welcome to come in and update your payment information.  Once your account is paid in full, we will notify the collection agency.
  

  Customer response

  10/12/2023

  
  Complaint: ********
  
  I am rejecting her when I agreed to pay $20 a month with Jefferson animal clinic. The only way that they would set up a payment plan was to put a form of payment on file to secure the debt. that’s why they had a copy of my credit card. In June 16th 2023 I received an email stating that I needed to contact them to run my credit card for my payment that I had set up the following day June 17. I received an email stating that they did not hear from me by 6 o’clock that they will be reported into a collection agency, that was one attempt to contact me through email before turning me over to the collection agency. When I contacted the collection agency they informed me that they could not take a $20 a month payment plan that they would have to have $60 every two weeks. I told him that there was no way I could afford that due to the fact that I’m on SSI two weeks later, they reported me to the credit bureau. My credit declined 26 points, putting my credit in a bad standing, I try to contact the credit bureau once again to work something out no response I contacted Jefferson animal clinic once again to see if there was anything they could do to remove this from my credit report. Now after my credit is ruined.they’re offering for me to come back into the business set up another payment arrangement but they could not take it off my credit report. It’s a collection agency would have to do that, I will send the emails pertaining to this situation to your email or phone number that I have on file. my payment history for paying my debts is 99.9%.  I’m not in default with any other company nor have I had any other issues with my credit and pay my debts in the past Thank you ****** ******. 

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

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