ComplaintsforWellhaven Pet Health

• Initial Complaint

  11/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  we took out a health plan on *************** In August ** Was a healthy ******** Bulldog with in 2 months ****************"s health took a turn we brought him paid for stat xray which we got back almost 2 3/4 hours later when we were told in the hour. **************** called at 2:45 told us his heart was not good and he had fluid on his lungs.she would call in a prescription to our pharmacy ,we kept calling them,the prescription got called in at 5:39 pm. Got home and our healthy boy died in the car.

  Business response

  11/11/2021

  Client presented their dog on 11/1 who was having trouble breathing since 10/27 (client waited 5 days to call for an appt when we would have accommodated an immediate exam).  Full labwork and chest xrays were recommended to fully assess their dog's condition in order to obtain a diagnosis and prognosis.  Client declined full workup and only okay'd Chest X-rays, which indicated dog was in severe heart failure.  Upon discussing diagnosis, poor prognosis and recommending inpatient care and/or referral to a 24 hour facility, owner declined and wanted to treat at home despite our recommendations and concern dog had a very poor prognosis.  Euthanasia was also discussed--owner declined on 11/1.  Dog passed away at home later that night of respiratory and heart failure.  

  Owner is seeking reimbursement for tests done since their dog died.  Owner must understand that their pet had a terminal illness and testing was needed to diagnose this.  Just because outcome wasn't ideal, doesn't mean client should not have to pay for the services used.  Client is also enrolled in a wellness plan contract where they have used over $900 of services since enrollment.  Signed contract states if pet is to pass away while still enrolled in the wellness plan, the cost of services must be paid off or the annual wellness plan cost, whichever is less.  Copy of contract can be provided if needed.

  We are sorry for the loss of this client's dog, but client must understand services used must be paid for and we are not at fault for dog's condition/diagnosis.  Client has also harassed our place of business with daily phone calls and visits since 11/1 causing a disruption of the care we provide for other patients.  No reimbursement will be issued and if wellness plan payments not paid, client will be submitted to collections agency.  Client has also been fired from other local vet clinics in the recent past due to inappropriate behavior.  

   

  Sincerely, Wellhaven Management 

  Customer response

  11/11/2021

   I am rejecting this response because:
  It was not 5 days friday october 29th late that night i called immediately on Monday got in *************** in at 10:40 am yes we declined lab work as it was just done in august we were told he was in good health, when *************** checked *************** physically she said prostate felt good, heart was beating a little fast, and he was rolling on the floor with her. so we told them to go ahead with the **** xrays we would hear in a hour we called because we were anxious to know what the xrays showed and also to talk with ****** the manager,which it wasnt until November 4th that we finally heard from ******.Linn stated If it was urgent *************** would of called.

  Stat Xrays at 11:55

  Didn't get a call until 2:45 from ***************

  when it took until 5:30 to call that prescription in as ****** was in the pharmacy asked then the phone rang.

  Listed *************** as Black white spots   he is white with black spots

  his birthdate they never asked linn just put in 8-12-2014  his birthdate is 3-26-2014

  no we were not harassing we were concerned and had  questions for ****** she never took 5 minutes to call us,until the 4th.

  **************** had a welt on his leg from the rabies shot. we called *********** said it could take up to a month to go away ***** was always up front and wanted to make sure that they knew what he was doing.

  ***** never wanted to let **************** out of his sight when Banfield tried to take him in the back ***** told them we were never told that this was going to happen the door was blocked in one of the examining room .march 19th we got to go in the room but for this visit it was different due to covid we were never informed so ***** did get angry and we left,we did not get FIRED! what does that mean ?????

  They got paid to lie !

  Business response

  11/11/2021

  We have no further comments.  Case is closed on our end.  We will pursue legal action if necessary moving forward. 

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