Complaints

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• Initial Complaint

  Date:11/20/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.