ComplaintsforGambrills Veterinary Center

• Initial Complaint

  05/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I adopted a kitten from a local rescue on April 30th. After 3 days, he started having diarrhea. The next day he started to vomit. I thought it was the change in food was the problem. I went to Gambrills Veterinary Center because it was a Sunday and I thought they took walk in emergencies. The front desk/vet tech said they couldn't see him She asked to look at him and said: He seemed alert, changing foods is the most common cause of vomiting, I could take him to one of the local hospitals but probably a lot of money spent on something that was nothing, and they had openings on Monday if I wanted to bring him back. I took him in at 1:30 the next day for a 1:45 appointment. Told vet was running behind, I could leave him and they would call after his exam. I called at 4:30 & he hadn't been seen, at 5:15 still not seen. I got there at 6:45, vet was just going to look at him. Vet came out & said he was in really bad shape...very dehydrated. Drew up an estimate for blood tests, fecal sample, hydration - $550. Then he was so dehydrated that they couldn’t draw blood, they had gotten one drop of blood and tested glucose level, level so low that that could kill him. They gave him a pick line and got dextrose in him in hope it allow them to give him intravenous fluids. This would require hospitalization there and wouldn't guaranteed he'd live. Another estimate done - $850. I asked to see him, he looked so sick, weakly crying, not focused/reacting. Told if he made it through the night, would need more hospitalization. I couldn’t afford it. I was devastated. I paid $504.48 and walked out feeling sick, confused, guilty, heartbroken. Gambrills Veterinary Center failed us! I had an appointment at 1:45 and he was not looked at until 5 hours later!!! He was just left to deteriorate. They knew what his issue was and they did nothing until it was too late. There is no excuse for the neglectful, uncaring, unacceptable service provided.

  Business response

  06/12/2023

  According to her statement, ***** ****, adopted her kitten from a local rescue on April 30th, 2023.  Her kitten began to have diarrhea after 3 days, which would be May 2nd, 2023.  On May 3rd the pet began to vomit. 

  On Sunday May 7th, 2023 Mrs. **** walked into our establishment wanting an emergency appointment for her 8 week old kitten ***** ****, but we were fully booked.  She then called the next morning on May 8th, 2023 and requested an appointment.  I have that conversation recorded and have listened to it.  On it she was told that we could try to see her at 1:45 but that she could drop off her pet and pick up in the evening after 6pm.  I saw her pet and when she arrived at 6:30pm she was told that her pet was very sick and might die.  The owner approved bloodwork and a fecal.  Her estimate for the exam, bloodwork and a fecal would be around $550.  She admits in her statement that I recommended these services.  However, the cat was under two pounds in weight and severely dehydrated from being sick for 5 days. 

  According to my medical records "skin tint indicates > 10% dehydration, pet is barely responsive".  With my experience in emergency medicine I was fortunate to be able to pass an intravenous catheter into the jugular vein and I took one drop of blood to get a blood glucose level.  The patient was severely hypoglycemic, had a low blood sugar, and hypoglycemia is a common cause of death in small, young pets.  I gave an injection of a sugar solution and according to my medical records "after administration of dextrose pet became responsive and started meowing".  I asked the owner if we could hospitalize ***** **** on intravenous fluids and gave her an estimate for $850 total to hospitalize through the next day.  She said that she could not afford this and she wanted to euthanize.  According to my records "the pet responded to IV dextrose owner prefers to euthanize due to cost of treatment".  I tried to talk Mrs. **** out of euthanasia and discussed that one of my cats was in the exact same situation and recovered with treatment.  Mrs. **** still declined treatment and signed a euthanasia request form.  

  ***** **** left her baby kitten with severe diarrhea and vomiting at home for 5 days without treatment.  She allowed her kitten to deteriorate to the point where my medical records indicate "pet is barely responsive".  She then refused appropriate treatment and elected euthanasia.  

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