ComplaintsforVeterinary Emergency & Surgery Hospital of Brentwood

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My dog Nala was diagnosed with cancer in July. Her quality of life decreased. On 2-24-23 my heart was completely shattered. I had decided after seeing my 13 year old bulldog that I had to let her go. She was in pain and woke up covered in blood. She was falling a lot and bleeding everytime. I was staying aty step mother's temporarily located at ** ****** ****** ****** ** *****. This is the address they charged me on file. The company charged me $117 for a quality of life check. I asked them what this exam consisted of since they never even listen to her heartbeat until after she was euthanized. The nurse had no idea what the exam was she said it was just a charge that they charge when they euthanized dogs. After the procedure they put my dog in a cardboard box since she was being cremated in Massachusetts at a place I trusted. They told me it's cold out you should just leave her outside. Not something you say to somebody who has had their dog for 13 years. They forgot to do the ink paw prints. I ordered six paw prints and two clay. They did not do any. I had to pay for them to be done at the pet crematory in which I brought her to and they confirmed that they did not take any paw prints. If I was to have buried my dog instead of cremating her I wouldn't ever have these. I called about the quality of life exam and emailed them as well I want my refund for that exam. I'm not asking for refund on the euthanization. Just the exam for the quality of life which obviously that's why she was brought there because she did not have a good quality of life anymore there was no checkup on her they never even looked at her to her tumor. They took her way and that was it. I still owe money to the person that I borrowed it from to make sure my dog wasn't in pain and to the pet crematory. I want a refund for this exam that never took place and I want to get it done as fast as possible so I don't have to think about something else when it comes to my dog's death I'm grieving enough.

  Business response

  03/28/2023

  HI Thank you for reaching out. The charge that the client is refuting is a charge for an examination that was done prior to her pet being euthanized. This charge covers a history, brief exam and follow up records being sent to their regular veterinarian. An exam needs to be done to any patient presenting for euthanasia that we do not have a prior history with as apart of thier medical record. This was the first time VESH had seen this patient. This has been relyed to the client several times. We will not be refunding the amount. Thank you, VESH

  Customer response

  03/29/2023

  
  Complaint: ********
  
  I do not accept the business's response as a resolution to my complaint because: The consumer did not indicate to BBB as to why the did not accept the business's response to their complaint.
  
  Sincerely,
  
  ******* *****

*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. ↩