ComplaintsforRed Bank Veterinary Hospital-Tinton Falls

• Initial Complaint

  04/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my distressed pregnant cat to this place as I thought they were specialists. They did nothing for my cat and just put her on oxygen with the per day charge at the hospital. After 2 days they began offering me different procedures, like I was choosing from the menu at an expensive restaurant- would you like us to look into her lungs or would you like us to examine her stomach, would you like us to give her steroids or antibiotics or both. Then they offered stomach tube. Then they offered a bunch of other procedures by their "specialists". In the end they offered me to eutonuze my cat. I just took her home (thanks God I didn't listen to their "specialists and the cat recovered by herself. They were offering all these unnecessary procedures that showed their lack of knowledge and lack of professionalism and their eager desire to charge $$$. I believe they have a business plan to wrip--off every poor pet owner a minimum of $10,000. I paid $9000 with the credit line (which I'm still paying off a year later). And they added $3500 out of nowhere and put it into collection. This place is a legal fraud. They need to be shut down and it's a shame of so called veterinarian doctors to be associated with a place like this. These vets are not animal specialists, they are money collecting specialists. And the government allowes this organization to exist and to advertise at pet shows and thrive. Look at all of the crying people at their parking lot. They probably also wrip them off $10,000 and then offered to euthanize their animal and people agreed. These people should not be called veterinary doctors. They should be called cold hearted mafia, legal criminals who don't care about animals or people and only care about dollars. I'm lookint into reporting them to higher agencies in ** and to shut them down. This is a legalized money laundering fraud business. I'll be writing to the ** government and to the local authorities of ********.

  Business response

  05/03/2023

  To whom it may concern:   We regret this client was not pleased with our services.  We are very happy to hear the patient has recovered and hopefully continues to do well.  We reviewed this client's concerns after her cat was discharged, and at that time and as of today, we continue to feel everything done for the patient was medically appropriate and done in the patient's best interest.  The communication was good between the client and our medical staff.  Because it is felt everything was done medically appropriate with good communications between the medical staff and the client, it is felt a refund is still not warranted. 

  Customer response

  05/03/2023

  
  Complaint: 19949794
  
  I am rejecting this response because:
  
   I arrived with the cat to specifically do a procedure (endoscopy) to check if something was stuck in her stomach which caused her hiccups and difficulty breathing. ************ didn't have any means or equipment to do it. 

  The procedure was estimated at $3000 on the phone. Instead of doing the procedure, the cat was put on oxygen with around **** charge per day. ************ could have put her on oxygen for the fraction of this price. 

  When I arrived on Monday to pick my cat up thinking that endoscopy was.done, I was told that the cat was on oxigen all this time and procedire wasnt done over the weekend and that now I have extra charges for "care". 

  ************ called them and was trying to convince the doctor to do the procedure but the doctor at the ******** Vetirinary wouldnt even listen to my vet. She just thought she was "the last instance and that she knew better". She assigned cardiogram with the specialist which turned out to be NORMAL and WAS NOT Medically necessary. 

  Then she offered me many times to eutenize my cat or to continue other costly procedures. She manupulated me into opening carecredit accoint and she kept offering procedure after procedre until they have reached a maximum available credit on my carecredit account of $10,000. Then she offered me to do "pay later" option and charged another $3750 on top for additional procedures - for what? Not sure what that charge was. The cat was in their custody and the vet continued doing procedures and adding to the bill. She offered me to do a feeding tube on her for extra $4000 on top of the previous charges or to eutinize. 

  I just took her home and the cat recovered. Without any feeding tube or any other procedures.  

  if I kept her in the ******** and listened to their manipulative specialist, the cat could have died from feeding tube procedure and from the stress of being under anestesia many times. I'm so glad that I didn't listen to their "specialist". 

  They  play on innocent people's feelings manipulating them into unnecessary procedures. 

  I also filed complaint with the consumer affairs and making public my experience  in local groups and websites. 

  I strongly believe that they need to be investigated and stopped.. 

  
  Regards,
  
  *********************************

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Sunday, June 19, 2022, I brought my cat to ******** Vet Hospital because he was constantly throwing up and was not eating or drinking fluids. My cat ended up needing surgery, and in order to do so, you need to pay 75% of the surgery up front. I paid the 75% and the next day I picked up my cat as the surgery was successful. For that I am extremely grateful. When you pick your animal back up after surgery, you are to pay the remaining 25%. However, I was provided with a larger estimate for the surgery than what was needed at the end of the day. Turns out, instead of paying for the remaining 25%, I would be receiving a credit of $44.15. Two great things: a healthy pet and paying less for a surgery than I thought. Unfortunately, this morning I was looking at my bank statement online and learned that I was charged twice on my card and the credit was not there. I called ******** Vet Hospital and asked for an explanation. They informed me it was not their doing; it was my bank's fault and I would need to call them. I called my bank and my bank indicated the charge was put through by the merchant as a reoccurring charge. I put a dispute in with my bank and then called the vet hospital back. I guess by stating my name and what I was calling about, I was simply ignored and sent straight to voicemail. This is disgusting. Having a pet in surgery can be stressful enough. But being charged twice and then having to call numerous businesses, is 100% not ok. This is not how you treat people/customers. Going back and forth with the vet hospital and my bank is not something I should be doing in general, especially after my pet's surgery.

  Business response

  07/06/2022

  To whom it may concern - our ****************** has looked into client's concern and produced a Transaction Summary from the company who handles our credit card interactions.  According to our records and the Transaction Summary from our credit card company,  this client's account history of which I have emailed to the client, did not indicate  duplicate activity and it also indicated the client did indeed receive credit of -$44.15.  As far as our review with payments and credits, in our system, all was appropriate.  We do not know why on this client's own statement, viewed by client the next day indicated a duplicate and most likely is why the client was informed by someone in our facility to contact her bank.  The credit normally takes 5 -7 business days to appear on the client's statement.  We regret the client felt that the staff hearing her name sent her "straight to voicemail" there would be no reason to do such as we have multiple staff who would not be aware of her concern, therefore no reason to ignore her as she felt.  We have indications that a prominent employee in our ****************** had left the client a return call message on June 23, 2022.  I understand this is how the client felt, as this was frustrating to her and being under the stress of her dear pet having surgery.  Thank goodness all went well with the surgery as this can all be overwhelming. 

  Customer response

  07/06/2022

  
  
  Complaint: 17462384
  
  
  I am rejecting this response because their investigation is inaccurate.
  
  The "staff" that sent me to voicemail was the accounting department and they knew exactly why I was calling. Also a charge does not clear on the 19th and then reappear 3 days later. Unless someone makes a mistake.
  
  Yes this was extremely stressful for me to be dealing with, especially on top of having my pet go through surgery. However, the facts are 100% accurate and this was not an act of being stressed. Perhaps the hospital should look into recent accounting matters of the employee (who made said mistake and whose mother just died).
  
  I resolved this on my own with my bank. All fraudulent charges have been reversed. However I will 100% not be bringing my ******** and would advise others not to as well.
  
  
  
  
  Regards,
  
  
  ***********************

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