ComplaintsforCarolina Veterinary Specialists

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I called to see if I could get my dog in because I thought he was choking, the lady on the phone was extremely rude. When, I got to the facility, with the most distressed dog, the receptionist would not get off the phone. After they took my dog back, they put me in a room until the vet was able to speak with me. The vet comes into the room and says, "good news your dog is not choking, but he has bloat." After she told me my options, I went ahead and made the tough decision to go with euthanasia because I was not able to afford the surgery. When they brought my dog into the room, he was clearly in pain, he was screaming and kept pacing the room in disstress. This office was going to leave him in pain until it was time to euthanize him; which makes me wonder what was the point of giving them the $1,000 deposit? After talking to my pet insurance, they would cover the surgery. I decided to switch to treatment instead. After telling the male vet tech (with the hair, tattoos and hoop nose ring) that I wanted my dog to have the surgery, you could see the annoyance and frustration in his face. I called another clinic to do the *** surgery and they called CVS to send my dog's diagnostic information upon arrival. In addition, upon transferring my dog to new clinic, that same vet-tech transferred my dog's information to another clinic & basically told me that I had no choice but to go there. He was arguing with me on where my dog was going to get his surgery and told me that they were waiting for him there. Fortunately, for him, a woman vet tech stepped in and decided to transfer all of my dog's information to the place that I wanted to go. Lastly, the male tech was way out of line. When asked to send the x-rays to the next clinic, he responded with, "they should already know what bloat looks like on an x-ray." I did not have the best experience at this place. Extremely unprofessional between the vet and vet tech described in this post.

  Customer response

  04/27/2024

  I have not heard from the business in response to my complaint.

  
  

• Initial Complaint

  09/12/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  -The date of the transaction was 9/6/2023 -The amount paid was $689 ($200 of this this legitimate. Will explain below) -The business was committed to diagnostic imaging of a pet. -The nature of the dispute is an illegitimate charge for diagnostic imaging that was not of quality to provide any information regarding treatment necessary for the pet. -The business not only has done nothing to resolve the issue, the business refused to do anything to resolve the issue. -The client ID number (pet owner) is ****** -The invoice number is #****** -The patient ID number (the pet) is ****** We were referred to Carolina Veterinary Specialist for higher quality diagnostic imaging to determine a diagnosis and a treatment plan for our pet. The business presents its self as “specialist” offering the highest level of care, quality of imaging and other resources necessary to care for pets with serious illness. When entering, pet owners are asked to agree that they will receive zero communication with the radiologist or medical provider on staff. We left with no information whatsoever with the promise our regular Vet would receive report and all information collected to provide treatment. A couple of days passed and our Vet called to say, CVA was unable to provide any clear imaging with a report of “a potential large mass.” In the midst of the imaging appointment a tech came out and reported that our pet had copious amount of fluid in the abdominal cavity that needed to be drained so they COULD get a clear view. I was ok with this because we needed the information and our pet was uncomfortable with the level of ascites present. (This is the $200 I am NOT disputing.) We called and had a couple conversations with management and they stated, “A service was rendered even though you did not receive the information you came for.” We are seeking $489 in retribution for the proposed diagnostic imaging the radiologist and CVS were unable to provide.

  Business response

  10/11/2023

  I am responding to the dispute submitted by ****** ******.  I spoke with Mrs. ****** 3 times following her appointment here with Dr. M********, our radiologist.  Mrs. ****** was not present for the appointment as her wife, Mrs. *******, brought their cat to the appointment.  I informed Mrs. ****** that the service she came to our hospital for, an outpatient ultrasound, was indeed performed and therefore no refund would be given.  Mrs. ****** was upset because she felt that no additional information was acquired as a result of the outpatient ultrasound and that her wife was not able to speak with a doctor.  There is an outpatient ultrasound agreement that owners are given to read and sign prior to the patient going back for the ultrasound.  The form reads "I understand that I am being referred to Carolina Veterinary Specialists for a diagnostic procedure only. My primary veterinarian has requested the ultrasound examination. While pertinent clinical information has been forwarded to Dr. M********, I understand that she is not a primary care provider for my pet.  My veterinarian has informed me of the procedure and any associated risks. I understand that my pet will be shaved at the ultrasound site requested. While every effort will be made to provide a complete imaging examination, patient condition or attitude may dictate that the examination be discontinued at the discretion of Dr. M********. If required, a sedation protocol has been ordered and approved by my primary care veterinarian.  Dr. M******** and my primary care veterinarian are working together to ensure the best possible care for my pet and I must return to my regular veterinarian to review examination results.  I understand that payment in full is due to Carolina Veterinary Specialists at the time services are rendered."  Mrs. ******* signed the form upon arrival to the hospital, prior to the ultrasound being performed. Unfortunately, their cat had a large volume of free fluid in the abdomen that had to be partially removed in order to obtain any ultrasound images.  The final result of the ultrasound provided information on most of the organs in the abdomen and did show that a portion of the liver was abnormal but did not have a well-defined mass at the time.  We also obtained a sample of the free fluid for the owner to take back to her primary veterinarian for further testing.  The ultrasound was performed to the best of the radiologist's ability given the nature of the cat's condition, and a report was sent to the primary veterinarian to be relayed to the owner.  I informed Mrs. ****** that she paid for a service that was rendered, and therefore a refund would not be issued.  I acknowledged her frustration over not getting the information she had hoped to receive, but that the ultrasound was performed and information was obtained, and it was communicated to Mrs. ******* how the procedure would be performed.  
  
  

• Initial Complaint

  10/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  My dog was seen 10/22/22 by the attending vet for lacerations and possible jaw fracture. We arrived just after 3am to seek treatment for my 2.5 year old male Saint Bernard. Upon arrival they took down my information and took him back quickly. Vet called me to explain everything they would do she also agreed his jaw seemed to be fractured. Explained it would be over $1200 for treatment I agreed to treatment. I went in to pay for treatment and left him at the hospital was instructed to be there no later than 8 am. When I arrived at 8am to pick him up another dog with parvo arrived the owner allowed the dog to walk around the parking lot I asked they bring my dog out the other door to avoid contact with parvo they refused and basically said oh well and stated they would not sanitize it. They did not do X-ray and charged me an additional $300 for services they did not explain to me. They did not give me any details on what they did during the visit nor how to care for my dog after the visit of when he would need the staples removed. They sent him home with medication and not instructions on care. I got no break down on any cost for which they charged me just told I owed more money with no explanation

• Initial Complaint

  12/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On November 17, 2021, I took my dog to Carolina Veterinary Specialists (CVS) for a CT scan, biopsy and other tests. I was required to pay a 50% deposit for the estimated cost, and CVS accepted my personal check for $2,250. After the tests were completed, CVS indicated that my deposit covered more than 100% of the total cost and that I would receive a refund for $483.25, but that the check would have to be issued from their corporate office. Over the past four and a half weeks, I have had numerous conversations with CVS regarding the status of the refund. CVS has provided a check number for the refund but nothing more, including the whereabouts of the check. CVS has refused to provide a contact at their corporate office for me to discuss the matter. Today, I requested that the check be overnighted to me and provide the tracking number. CVS did not acknowledge my request, only that they "are working on it". They refused to provide any more information.

  Business response

  12/29/2021

  Response to BBB complaint (***** ****** “*****”)
  
  The client’s pet was seen at our hospital on 11/17/21 and, in accordance with the company’s financial policy, left a deposit on her account for services to be performed. At the time of discharge, the total invoice ended up being less than the original estimate, resulting in a credit balance on the client’s account in the amount of $483.04. The client was informed that she was due a refund, and that it would be issued by the accounting department in the form of a live check. The refund request process was initiated immediately upon discharge on 11/17/21. On 11/22/21, the refund process flagged the client’s mailing address as a mismatch and a Client Service Representative from the hospital called the client to confirm and update the address on file. On 11/23/21, the accounting team dispatched confirmation that the refund request had been processed for payment.
  
  The client called the hospital on 12/8 and indicated that she had not yet received her refund; a CSR told the client that she would look into the matter. However, client refunds can take 2-3 weeks to be received and at the time of the client’s inquiry on 12/8, it was still within the expected timeline.
  
  The client called the hospital again on 12/20 to notify them that she still had not yet received a refund. At this time, in conjunction with accounting processes, an inquiry was submitted to the accounting department to investigate the delay and to determine the status of the payment (check number, date issued and funding).  The client was adequately informed of this process, and that the matter had been escalated to the highest level for quick resolution.
  
  On 12/22, the accounting department notified the hospital that the refund had been issued via check #****** and mailed on 11/24/21. Since the client had not received the check, the accounting team placed a stop-payment on check #****** and re-issued a check. They also relayed that refund checks are mailed directly from the bank.

  12/29 - Update on receipt of new payment is pending 
  
  

  
  

  Customer response

  12/29/2021

   I am rejecting this response because:
  
  In their response, Carolina Veterinary Specialists did not include the following:

  - On December 8, 21 days after they said they had initiated the refund process, they indicated that their corporate office handled refunds and they could not provide information as to when the refund check was originally mailed. When I asked to speak to their corporate office, they refused. 

  - On December 20, 33 days after they said they had initiated the refund process, I requested that the check be overnighted to me and they refused. I asked to speak to their corporate office and they refused.

   

  It is December 29, 2021, 42 days since the date of service, and I have not received the refund check. 

  Thank you for your help in addressing this matter.

  ***** ****** ************

   

  Business response

  01/04/2022

  In answer to the client’s continued inquiry, she indicated she wanted a phone number to reach our Corporate Office.  We explained that our AP department, which is the department that handles the reimbursement checks, is currently working remotely due to COVID.  The most expedient way to interact is via an internal on-line portal where the first available team member addresses each communication.   As this is the most efficient method of resolving issues, we pursued this venue to get a faster resolution for the client. 
  She also indicated a refusal to overnight a check, though at the time of communication we explained that first we needed to identify that the initial reimbursement was completed from our end appropriately – ie was a check issued, was it sent, was it funded.  Investigation revealed the check (check# ******) was processed and mailed to the client on 11/24.  The check was not funded so a “stop payment” was placed on that check and the process to re-issue a new reimbursement was initiated.  The reimbursement funds directly from our financial institute and therefore removes any control we have over creating an overnight shipping option.  This was also explained to the client.
  New check reimbursement information is as follows:
  Check #___******____
  Sent on __12/29/2021__

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩