ComplaintsforTaylorsville Veterinary Clinic

• Initial Complaint

  11/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 10/25/23, I engaged the services of Taylorsville Veterinary Clinic for consultation and treatment for my dog. I paid a total of $256.86 for the consultation, medication, and services provided by them. They committed to providing a comprehensive examination, accurate diagnosis, and appropriate treatment for the health issues presented by my dog, as well as professional and ethical conduct throughout the process. The nature of the dispute lies in the gross incompetence and negligence displayed by them. Despite clear documentation and photographic evidence sent prior to the visit, the misdiagnosis of allergies and the prescription of medicine with severe side effects resulted in unnecessary suffering for my pet. (A second opinion from another vet concluded that my dog suffered from a fungal infection, and the subsequent medication mitigated it completely). The clinic's relentless push for unnecessary vaccinations during the visit added to the overall dissatisfaction. Despite my request for a refund of both the medication and the visit fee, they only refunded the cost of the medication ($81.40), ignoring the incorrect and inadequate services provided. Speaking to the manager, Ashley, proved futile as she relied on hearsay from her coworkers instead of acknowledging the photographic proof provided. I seek a full refund of the amount paid (less the $81.40), and an apology from Ashley for her inability to see this situation from my point of view and only seeking to make excuses for the vet's poor judgement and behavior.

  Business response

  11/30/2023

  Some medical details are being left out due to Dr/Patient privilege. Full details can be provided with written approval from the owner.

  
  On 10/23/23 Mr. ******* brought his dog, *******, in for an examination of his right eye and scratching at his ears. ******* was seen by a licensed veterinarian, who addressed all of Mr. ********* concerns during the exam. The veterinarian reviewed the pictures with the owner from the day the pictures were taken to the current exam. The veterinarian concluded that the patient’s right eye was resolving on its own. Vaccines and annual bloodwork were discussed with owner.  Ultimately, Mr. ******* approved for us to update *******’s rabies and a heartworm test. Mr. ******* declined all other vaccines and annual lab work. The recommendation was made to treat the itching and recheck the eye for continued improvement in 14 days. The veterinarian stated that if ******* did not respond to the treatment or had any adverse reactions that the owner needed to call ASAP for reevaluation and potential adjustment of the treatment plan.

  
  Mrs. ******* emailed on 10/26/23 stating that the medication that patient was given caused diarrhea and requested a refund. We called the owner and left a message for the owner to call back so we can get more information surrounding the GI issues that patient was having and determine whether a different treatment plan or a complimentary visit was needed. We received no response either through email or phone call. All of the client’s contact information had previously been confirmed.

  
  Mrs. ******* emailed on 10/31/23 and stated that she had not received a response regarding her concerns. One of the CSR’s (Customer Service Representative) emailed Mrs. ******* to get an update on the patient and let them know that they can return the Apoquel for a refund. Requested a response to discuss how patient is currently doing. There was a note put in the medical record that if we did not hear from owner by the afternoon to reach out via phone. Called the owner later that afternoon and left a message on the machine. Mrs. ******* did call back and wanted a full refund for the exam and the medication; it was discussed that patient had a full exam, rabies, and a heartworm test, all which Mr. ******* approved. The only part of the visit that warranted a refund was the medication since the patient did not tolerate it. Mrs. ******* requested that the refund for the medication was put back on a credit card.

  
  The owner received an appointment reminder on November 4 for patients recheck examination on November 6. The owner responded via communication portal that they would be canceling their appointment and will not be returning since they have not gotten a response from previous emails. Confirmed that an email was sent on 10/31/23 and that there was verbal communication with Mrs. *******. It was requested that the manager call the owner. The manager then called the owner and left a message for a call back. Mrs. ******* did call back a little while later that same day.  Please see the communication below.

  On November 6, 2023 the office manager spoke to Mrs. ******* she said that normally she has great experiences with us but this past time she felt as though we dismissed the concerns that her husband had regarding *******. ******* was being seen for eye and ear issues. Mrs. ******* had previously called and said that *******’s eye looked like it had burst a blood vessel. Mrs. ******* was not overly concerned since ******* was acting normally otherwise. Mrs. ******* was asked to email a picture to document issue with the eye. Mrs. ******* said that she will send pictures but again not worried about it but will call for an appt if it gets worse. Mrs. ******* sent pictures on 10/19 and requested an appointment. Mrs. ******* stated that the right eye still had what appeared to be a busted blood vessel and had scabs on his ear. Per Mrs. *******, during the appt the vet did not know *******’s name, sex and had no idea that there were pictures however, Mrs. ******* was not actually at the appointment. Every veterinarian has a travel sheet for their appointment that has all of the patient’s information on it. Mrs. ******* felt like the appointment was disorganized from the beginning. Mrs. ******* has since sent those pictures to her friend and P has been diagnosed with Lupus via those pictures. Mrs. ******* does not see why she had to pay us and then turned around and pay another veterinarian. Mrs. ******* said that she is frustrated because they have always had good experiences with us.
  
  Discussed with Mrs. *******, the veterinarian they saw is not a veterinarian that they have seen in the past. I looked over the veterinarian’s notes, and it looks like and exam was done on ******* and she discussed with Mr. ******* that *******’s eyes are improving, based on pictures from 4 days prior. There were no abnormalities noted with his ears or skin. There were noted abnormalities with his teeth. We went through the timeline from 10/2/23 to current. Let Mrs. ******* know that I wish we would have had the opportunity to talk with them over the phone because had we known that there were changes since their visit, we would have had ******* come back for a complimentary exam to see what changes had occurred. Mrs. ******* commented why would she bring her pet back after such a bad experience. Let her know that since she had such good prior experiences prior that this would warrant a call directly to the office with her concerns to be addressed. The initial email only stated that the Apoquel caused ******* to have GI issues and stopped medication and wanted a refund, which we approved.  See the timeline below.  
  
  Timeline - 
  10/2/23 – Mrs. ******* called regarding blood vessel in eye, ******* is acting normal, Mrs. ******* not concerned just didn't know if ******* should be seen. 
  10/2/23 - Veterinarian recommended to send pictures, Mrs. ******* said that she is not concerned but if anything changes she will send pictures. 
  10/19/23 – Mrs. ******* emailed pictures, she does not see improvement and there are missing tuffs of hair on ears and ******* is licking at penis. Scheduled an appt for 10/23/23
  10/23/23 – Mr. ******* brought ******* to his appointment to be seen by a licensed veterinarian
  10/26/23 – Mrs. ******* emailed and said that Apoquel gave ******* GI issues and wanted to return for a refund. 
  10/26/23 – CSR from the clinic left message on machine for update and more information on *******. 
  10/31/23 – Mrs. ******* emailed and stated that no one had responded to her email
  10/31/23 – CSR from the clinic emailed and called owner, again left message on their machine
  10/31/23 – Mrs. ******* called back and stated she had not been refunded yet, let owner know that the refund is on account, and we can put it back on a card. Mrs. ******* approved.
  11/4/23 – Owner got an appointment reminder through Otto (our communication platform)
  11/6/23 – Owner texted Otto saying they were canceling their appointment because no one had called them, and they wanted a full refund. 
  11/6/23 - Called number on account, left message on machine
  11/6/23 – Texted owner via Otto and let them know that we tried to call and left message on machine and to please call back. 
  11/6/23 – Mrs. ******* called back and discussed concerns
  
  There was still a concern regarding that she had to pay our clinic and then go to another clinic and pay again to find out that P had Lupus. Let Mrs. ******* know that I will talk to the veterinarian and the technician that were part of *******’s visit to go over the exam and reach back out to her. Let Mrs. ******* know that it might take me some time to reach back out, since the veterinarian that ******* saw is a relief veterinarian and not in the clinic every day. Mrs. ******* preferred that I email her vs a phone call. Confirmed email address.

  
  On November 6, 2023, I spoke with the technician who collaborated with the veterinarian during *******'s examination. The technician conveyed that a comprehensive examination was conducted, during which she assisted in holding ******* to facilitate a thorough visual assessment of his face and body for any abnormalities. Subsequently, on November 15, 2023, at 2:35 pm, I discussed the matter with the licensed veterinarian, confirming that she had extensively reviewed every aspect of the examination with Mr. *******. Any abnormalities detected were noted in *******'s medical record. Importantly, there was no coercion or force employed in relation to treatment decisions, vaccines, or diagnostics. Mr. ******* declined certain recommendations, and the treatment plan was accordingly adjusted. The veterinarian emphasized the need to promptly contact the clinic in case of any changes in *******'s condition.

  
  Despite conveying this information to Mrs. *******, she continued to insist on a full refund. It was imperative to communicate to Mrs. ******* that, apart from the Apoquel prescription, there are no grounds for a refund, as *******'s visit was necessitated by their concerns. Mrs. *******'s assertion that her husband was pressured into various aspects of the examination is countered by the fact that recommendations were presented to Mr. *******, and only approved measures were undertaken. Furthermore, it is clarified that Mr. ******* had the option to decline procedures such as the rabies vaccine, with the provision of a proper rabies delay form for review by the Maryland Department of Health.

  
  Mrs. ******* sought my assistance in reviewing her images and ascertaining her observations. I respectfully communicated to her that, given my non-veterinarian background, I was not equipped to assess the images. Mrs. ******* was upset that it took so long to get back to her, reminded her that when we spoke the last time, I let her know that it might take me some time to get back in touch with her since the veterinarian is not in our office every day. Unfortunately, a resolution was not made.

  
  It is evident that utilizing a telephone conversation on the part of Mrs. ******* would have been more effective than email for this communication. The immediacy of verbal communication allows for prompt clarification and can help prevent misunderstandings. Had there been an opportunity for direct dialogue with the ********* (both Mr. and Mrs. since Mr. was the only owner present for the exam and Mrs. was the only owner to have communication with the clinic following the exam) when ******* initially presented with gastrointestinal symptoms, it could have potentially yielded a different outcome in addressing their concerns. Notably, when a complimentary recheck was extended as a gesture, it was unfortunately declined by Mrs. *******, limiting our ability to further assess and address the situation.

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