ComplaintsforBrewer Veterinary Clinic

• Initial Complaint

  02/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dog to the vet on 2/23.. he was reverse sneezing, and seeming like he was having a hard time breathing.. I was told the visit would cost $188 and I could come in that morning. When I got there and went into the building and was quickly told to leave and go out to the car acting as though me, and my dog were contagious because he was, sneezing and huffing. We waited for 10 minutes for someone to come out in triage, and then another 10 minutes for the vet to come out. When the vet approached us, ***** started to walk toward her and she held her arms up and told me to hang onto him because she didnt want to touch him as he could be contagious. She had me hold my dog while she took a stethoscope, and listened to his breathing for maybe 10 seconds on one side, and 10 seconds on the other stepped away, asked me to put ***** in the car with no additional examination, and then told me that she wasnt going to prescribe anything for coughing because it would be six pills because he was such a large dog. told me that his lungs and heart sounded great and didnt offer any diagnosis or anything told me to keep my dog at home which I did and my dog is no better. I have another appointment with his old vet to help remedy this. The vet spent no more than 5 to 8 minutes with my dog and didnt really examine him to find out his true diagnosis. Yet I was quickly charged $188 and I dont feel that they did anything to earn that 188 and would like a refund. I then called them on January 30th asking for the practice manager to give me a call because I had concerns about the examination and lack of care that he got that day. And I wanted my concerns addressed. I received no call.. I waited for one week I called back on February 6th and explained to the person who answered the phone what my concerns were. She told me she would have a practice manager call me. Today is February 8th and still no callback. They clearly do not care to resolve this matter.

  Business response

  02/09/2024

  Regarding Complaint # ********
  February 9, 2024
  
  Ms. Poissonniers canine, Tonka, was worked into our full schedule on January 22, 2024 as a non-client emergency to address respiratory symptoms, including coughing and difficulty breathing. ***** reportedly contracted the illness at a local daycare facility. It was important to rule out CIRDC.
  CIRDC (Canine infectious respiratory disease complex) is a highly contagious respiratory virus which causes serious complications and can be fatal for some patients. CIRDC has received national television coverage for months.
  When ************************** called, she was informed of the cost of the emergency exam ($188); we are not an emergency clinic. We address non-client needs as staffing and time allow by restricting the doctors attention to the symptoms and fitting these patients into breaks in the established schedule.
  Brewer Veterinary Clinic has a protocol for any animal showing respiratory symptoms to be examined outside. There are signs posted on all doors to stay in your vehicle and call reception if your dog is coughing or sneezing. This reduces the exposure of patients and staff to potentially infectious disease. Staff use PPE to limit exposure to pathogens. In January,outside examinations are complete but brief due to the cold weather.
  Unfortunately, viral infections must frequently run their course while being monitored for secondary infections. Tonka had no symptoms of a secondary infection. No medications were necessary.
  According to our phone records, ************************** did call on Jan 31 and asked to speak with management. The receptionist took information to relay to management; it is not clear why, but that message never reached the practice manager. ************************** called again on Feb 6. That message was relayed to management, however, before we could respond, we received notification of this complaint.
  We have reviewed this case. We believe this patient received appropriate care for this non client emergency visit.  
  
  PT/JB

  Customer response

  02/12/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  It seems Brewer Veterinary Services thinks that my concern is with their outside waiting protocol. My concern is that I called them twice to discuss was the lack of care my dog received. The Brewer Veterinary outside protocol was never an issue and still isnt. Though I was not impressed with the manner in which we were asked to wait outside,  my main concern that I clearly outlined in my original complaint was the level of care ***** received ! The vet that examined ***** listed to his heart with a 
  Stethoscope on one side for about 10 seconds, and then on the other side for about 10 seconds. At that point, she stepped away and asked me to put ***** in the car. She never gave a clear diagnosis. In Brewer Veterinary Services response back, they claimed it was important to rule out CIRDC. I couldnt agree more. However, I didnt bring my dog there to simply rule out CIRDC. I brought him in because he was having respiratory distress and he was huffing and reverse sneezing and I needed to figure out what was going on with him. I figured there would be x-rays. I figured there would be a better exam. Yes, rule out CRCDC but nothing further was done to see why he was having respiratory distress. That is why I brought him. And whether or not, they had time or resources to take my dog was on them since they told me to come in at 9:30 that morning. If they didnt have time to appropriately, examine him, they shouldnt have had me come in.  When they had me come in and they took my $188 payment, they were agreeing to take the best care of my dog. Simply ruling out  CIRDC IS NOT A TREATMENT PLAN.  They sent me away saying he had some sort of virus that He needed to wait out and not to take him back to daycare until he was better.
  
   I was informed that Brewer *** services was not an emergency Clinic, but I had called in and made an appointment for Tonka to be an established patient. His appointment was March 5 and they had me pre-pay for that which was $94. I happily paid that money and a couple of days later called them, and told him Brewer what was going on with ***** and they told me to come in so they could examine him.  I explained all of his symptoms which included trouble breathing, respiratory distress, reverse, sneezing, huffing, all of it. 
  Your response back is unacceptable because all you did was address your outside policy, which I didnt have a problem with. It addressed the need to rule out CRCDC, which I agree with, it explained what we all knew, that you are not an emergency clinic, and that Tonka was not an established patient yet. These are all true findings. This, none of it addresses my concerns in the lack of care my dog got.  You took on the appointment and you happily accepted my $188 but what you didnt do was take care of my dog. 
  
  Lets fast forward a week and a half later when I had to rush my dog to the Eastern ***** Emergency Clinic on February 8 at 10 oclock at night, because he was struggling to breathe. He presented at that Emergency clinic with the temperature of 105+, pneumonia, and a partially collapsed lung. Had you taken x-rays when I brought him in this could have been prevented. Do we know that 100% sure,  no, but it could have possibly prevented it. ***** endured nearly 24 hours of fluids and antibiotics being IV into him. (Several hours at EMEVS and several hours at Penobscot Veterinary Services).  He was so sick he hasnt eaten for days and he is just now today coming out of it and eating a little bit. My dog has been through so much with all of this, and if Brewer Veterinary Services wouldve taken care of him, the way they should have we may have been able to avoid this.
  *** spent over $2000 on this emergency that could have been avoided if Brewer just took some x-rays like they should have upon seeing him that day. He was clearly sick enough for them to make us wait outside so why wasnt he sick enough for them to do more? So to repeat no, I do not accept their response
  
  ***************************; 

  Business response

  02/20/2024

  After reviewing ****************************** pet's medical records and consulting our medical team, we confirm that we provided appropriate care for her dog, Tonka. Our assessment, supported by comprehensive medical records, assures that we neither misled nor disregarded ****************************** concerns. Tonka did not display symptoms necessitating further testing or care. The course the virus took 18 days after your appointment at our clinic, we cannot comment on as we were not involved.

  Customer response

  02/21/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [For the record: I apologize for being off by one day on two of the aforementioned dates. I, in fact, brought him into the Brewer *** Services facility on 2/22 (versus my stated 2/23) and I called on 1/31 (versus my stated 1/30)--it had been a LONG week for me. As I have stated, when I brought him in, he was reverse sneezing, coughing, and struggling to breathe.
  

  Brewer on February 9, 2024, said

  [Ms. Poissonniers canine, *****, was worked into our full schedule on January 22, 2024 as a non-client      (this non-client reference was utilized so many times throughout all of this is is now coming off as "not as important as" regular clients)       emergency       (also noted was the number of times you referred to *****'s visit or exam as an 'emergency' just to claim you are not an emergency clinic, when I NEVER stated I thought you were an emergency clinic--I was told sick visit and that was my understanding)       to address respiratory symptoms, including coughing and difficulty breathing. ***** reportedly contracted the illness at a local daycare facility--which made him a huge target for the ***** national crisis. It was important to rule out *****. ***** (Canine infectious respiratory disease complex) is a highly contagious respiratory virus which causes serious complications and can be fatal for some patients. ***** has received national television coverage for months.]

  Yet also said:

  [In January, outside examinations are complete but brief due to the cold weather.]

  Let's define "examinations are complete" because when I research it covers a LOT more than listening for ********************************* fact, apparently there are a few things that must be checked when trying to "rule out *****" isn't there? However, your ***erinarian refused to even touch him so i'm not sure how she would have conducted those other necessary and important exam tasks. From what I understand she should have looked in his mouth to rule out a potential collapsed trachea and then if not, then the reasons he'd be coughing--I mean if you are trying to "rule out" *****--which IS type 2 Kennel Cough). Then, there are also swab tests, blood test, oh and of course X-RAYS. I was never under the impression that I was ONLY coming to "rule out *****" Though, that was a good idea, I also came that day to determine what was causing him to struggle to breathe and jump out of a dead sleep to reverse sneeze. But then your vet determined he didn't have that right? As you stated above, [it was important to rule out *****. ***** (Canine infectious respiratory disease complex) is a highly contagious respiratory virus which causes serious complications and can be fatal for some patients. ***** has received national television coverage for months.]

  Then Brewer continued to say:
  
  [Unfortunately, viral infections must frequently run their course while being monitored for secondary infections. ***** had no symptoms of a secondary infection. No medications were necessary.]

  However, we now know that ***** DID in fact have ***** that day as he had contracted ************ in December (only 5 days into his new admittance into *******) He had gotten better by the beginning of January, but never lost that cough--it seemed to be lingering on and on. When I inquired with his regular vet, I was told it was typical for the cough to last/hang on a few weeks. However, as the weeks went on, he seemed to be getting worse and so by the time I contacted you, he was reverse sneezing and having waves of struggling to breath (it came and went). After *****'s appointment with your vet I was told it was viral and it would work itself out. The NO medication was needed? that isn't really true, she said because he was, and I quote "a large dog" and would need like 6 pills to help reduce his cough", she wasn't going to prescribe any meds for him. So at that time, although he hadn't yet contracted any secondary infections, pneumonia and 105+ fever, collapsed lung, but was well on his way. Please tell me how ***** was "ruled out" when he had it all along. The secondary infections came after, but i am SO sure if an X ray, or full exam was done, you would have found way more than you diagnosed. You sent me on my way, thinking all was going to be okay with my dog.

  Brewer has stated several times that dogs displaying respiratory distress would be treated outside, per their protocol, and we were quickly ushered us outside the day of the visit (indicating they all witnessed his respiratory distress), Odd that ***** displayed enough respiratory distress to be told to go outside, yet, less than 5 minutes (and 20 seconds with a stethoscope) their vet was definitively sure that she had 'ruled out' *****. I find it concerning and incompetent of this veterinarian was more worried about ensuring she didn't touch my sweet GoldenDoodle versus ensuring she used her education and expertise to determine the health of my dog. I do NOT care if you had time or resources. You told me to come in, you accepted the responsibility of taking care of him, and solidified that when you took my money for the visit.

  From the Business (February 20, 2024)

  [After reviewing ****************************** pet's medical records and consulting our medical team, we confirm that we provided appropriate care for her dog, *****. Our assessment, supported by comprehensive medical records, assures that we neither misled nor disregarded ****************************** concerns. ***** did not display symptoms necessitating further testing or care. The course the virus took 18 days after your appointment at our clinic, we cannot comment on as we were not involved.]

  I am unsure how *****'s previous records, sent over by **************************, would help you to determine *****'s care that day. The only usable info in there was that record that states he had the "Kennel Cough" vaccination, that he is not quite 2 years old, and well taken care of. Not one record in there indicated any of what we have been discussing as this occurred when I moved to Hampden and was forced to find a new vet and daycare. Unfortunately, ****** had a facility-wide Kennel Cough email go out approximately 5 days after we got there.

  Consulting your medical team? Your VET is the only person who could speak to any of this. I never spoke with your practice manager and your front line team at reception rudely asked me and my dog to go wait outside. A triage girl came out after 10 minutes and asked a couple of questions, and the rest of the 5-8 minutes spend there was with the vet.

  You stated, [***** did not display symptoms necessitating further testing or care.] yet your *** wouldn't touch him or exam him properly/completely, he was struggling to breathe, and was coughing and huffing. i'd say that was plenty of reason to necessitate further testing and care. oh and also what I was PAYING you for.

  You stated, [The course the virus took 18 days after your appointment at our clinic, we cannot comment on as we were not involved.] It was 17 days from *****'s appointment with you until his emergency rush to emergency clinic that I took him to at 10 pm on Thursday, February 8th. He spent the night under aggressive treatment and is lucky to be alive right now. HOWEVER, it was only a little over a week from your vet's misdiagnosis to my phone call to Brewer *** Services on January 31st, asking for the practice manager to discuss *****'s worsening condition and the lack of care i felt he got that day. My second call less than a week later, was the day I took him the emergency clinic that night. So i am guessing had your practice manager returned either of my calls you may be able to comment...and OOOOH yes...yes, you ARE involved. Make no mistake.

  Brewer stated:

  [According to our phone records, ************************** did call on Jan 31 and asked to speak with management. The receptionist took information to relay to management; it is not clear why, but that message never reached the practice manager. ************************** called again on Feb 6. That message was relayed to management, however, before we could respond, we received notification of this complaint.]

  Is your reference of "never reached the practice manager" an admission that you are not the practice manager?

  I was told the practice manager would call me "the next day" as she was out that day. Funnily when I called back a week later, I got the same EXACT response. The practice manager was out and I would receive a call the next day. Well two days later and no call, I knew I wasn't getting a call. I am sorry, but I do NOT believe anyone from that office ever planned on calling me back, much less addressing my concerns.

  oh and just because you are unclear about how that message didn't make it to the practice manager, your phone records and MINE clearly prove it did and it your misinformation doesn't make it okay or excusable. I was calling to let you know I was concerned about *****'s worsening condition.

  In closing, I am absolutely appalled by the treatment my dog rec'd and he has been paying for it ever since. He is two weeks out now, still on antibiotics, still coughing, and reverse sneezing.

  Also how is it that not once in this correspondence have you even asked how he is doing and that alone shows the lack of empathy/sympathy your facility has for my poor puppy and what he has been through. Vomiting yellow bile because he was so nauseous, dry heaving, a nearly 106 degree fever, along with pneumonia and a partially collapsed lung...I think that would warrant some sort of, "We hope ***** will be okay and feels better soon" comment.

  As you know, ***** is antibiotic resistant and ***** is far from out of the *****. He is taking his meds and has a follow up appointment soon for more....x-rays....to determine if the antibiotic is working. I will say this, you and your practice should pray he gets better, because if my puppy dies, it won't go unaddressed.

  Needless to say, I paid for a service my dog did not get. I want the visit refunded immediately.]
  
  
  
  
  
  
  
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  FAQ
  
  Regards,

  *****

   

   

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