ComplaintsforLSU Veterinary Teaching Hospital

• Initial Complaint

  10/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My dog had a the lesion on his paw. I went to take him to Dr ********? They told me he’d moved to LSU I called LSU to make a regular appt w Dr ******** for orthopedic doctor they put us w a students clinicians I went in on 11 Sept w dogs they took ran test on him. Didn’t do anything on him didn’t give treatment plan or medication but charge me $1300 for the service call & told me to bring him back in a couple of days we left. I drove on the 14th back to lsu to see what I thought was surgical team to cut off cancer tumor they lied. They had someone call me the day previous and see if they were combining the appointments because I had two appointments. When I got there, they only wanted to see him for 1 appt & I was furious. I got a call 2 days prior to return telling me that what they were going to do, was combine his appointments into one which would save me money , I told her that that was not what I wanted to do but the young lady insisted that this is how it had to be done. I told her that I was bringing my dog back up there to have the lesion on his paw looked at so it could be cut off, she said that they will run the appointments together and he will be seen all at once by both teams. When I got up there and took him back, they told me an elevated price which was about 1200+ bill & told me that I would need a separate appointment to have the surgical team see him. I said no the young lady said that the appt would be combined, the tech said she’d have to see if they can come over b/c she gave me a 1200+ bill I stated I need to call my husband we discussed bill I paid then immediately called tech to return dog & cancel & left. I told tech dont proceed till me & spouse confer they now are try to charge me for an emergency visit when neither of the appointments were emergency’s and for bandages when I told them not to do nothing to my dog w/o my consent. When I was back there we discussed a treatment plan it did not entail them touching him. They ripping me off

  Business response

  11/14/2023

  To whom it may concern,
  
  Thank you for taking the time to communicate why our services did not meet expectations.
  
  This patient presented to our Emergency Service for evaluation of an ulcerating mass on a paw and potential referral to our surgery service for removal. Baseline diagnostics were performed to determine overall organ functions, cell counts, and cytology of the mass. These diagnostics revealed abnormalities that led to a recommended referral to our Internal Medicine Department for further workup of these results before the patient could be deemed a good anesthetic candidate for surgery consultation and planning.
  
  We did in fact originally schedule the client two separate appointments with each of our Internal Medicine and Surgery Service. We later consolidated the client’s appointments from two separate appointments into one that both services would be involved in. This was done to attempt to save the client time and money.
  
  An initial evaluation was done by our internal medicine department and a consult by our surgery service to determine the respectability of the tumor, as well as provided an estimate for this procedure. When our internist initial findings were discussed with the client, she declined all further diagnostics to further evaluate the abnormalities found in the baseline diagnostics done by our emergency service. The client elected to halt all treatment and diagnostics at this point and take her pet home.
  
  The client later called and spoke to one of our administration team members and expressed her frustrations. After that conversation, we intended to credited the exam and bandage application from the day of the combination appointment, but the client had filed a dispute with her bank causing them to withhold funds, so we had no credit to issue. Once the dispute was settled in our favor and funds returned to us, we issued a credit to the client for the exam, bandage material, and bandage application.
  

  Customer response

  11/14/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20684857, and find that this resolution is satisfactory to me.
  
  This complaint was already filed prior to the company getting back to me and could not be canceled because it had already been submitted to the Better Business Bureau. I do appreciate the Better Business Bureau stepping in to help me resolve this matter with the company but the company did in all fairness do exactly what they say. It go and look at the whole matter and issue a full refund for everything. I do appreciate the company and everything that they did to help me in this matter thank you so much better business bureau for all that you have done to help resolve this issue and thank you company for all that you did to help get this issue resolved.
  Sincerely,
  
  ****** ******

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