ComplaintsforCraig Road Animal Hospital

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We took our new puppy in for shots and when they did a parvo test the vet stated she had a slight positive. When asked to see the test they refused and refused to retest. We were pressured into buying tons of medicine that we were told not to use unless she had symptoms. We were told she will get sick and probly not make it. She never became sick and we were told we could return the unused medicine by multiple vets at the clinic. When we went back in a manager refused to speak with us and refused to refund. We have been trying to fight this ever since.

  Business response

  06/27/2024

  6/26/2024
  
  ID #:********
  
  To Whom it May ********************************** brought in Allee for vaccines on 07/12/2023 and met with the doctor in the exam room. ****************** mentioned that Allee had vomited the previous. He also mentioned that Allees litter mate had recently been diagnosed with parvovirus - a potentially fatal disease of mostly young dogs that is very common in *********. (please see attached).
  
  The doctor discussed diagnostic and treatment options for Allee. A treatment plan,#******, was presented. ****************** declined the treatments detailed in this treatment plan. (Attached)
  
  We presented an alternate treatment plan #****** and owner signed the low end of $658.69. (Attached)
  
  Final invoice #****** came out to $559.30. (Attached)
  
  Provided medical notes from ************. (Attached)
  
  Provided note from 7/27/2023 ****************** spoke with our Exam Room Assistant Supervisor.(Attached)
  
  Provided emails exchanged between the owner and myself, *************************. (Attached)
  
  In summation, we are extremely happy that Allee is alive and well without apparent treatment. Given the history taken, the positive Parvovirus test, and the symptoms described we had no way of knowing that this would be the case. If we had not opted to test and provide medications given Allees history and Allee had passed away after having just visited our hospital any owner would rightly be upset that we had not performed our duty of care.
  
  We sought authorization before we performed anything and dispensed anything. We legally could not return medications to our shelves that had already been dispensed particularly for a patient that had tested positive for a highly contagious disease.
  
  Once again, we are glad that things worked out for Allee.
  
  *************************
  Hospital Administrator

  Customer response

  06/28/2024

   
  Complaint: 21869395
  
  I am rejecting this response because:

  As we stated before we requested to see the results of the test.   I also never stated that she vomited.  We were told by multiple people that we could bring back the unused Medicine. Why would we purchase over $500 worth of medicine that we cant use unless she had symptoms. How can they refuse to show us results. We were presented with two options and told we had pick one. Our dog never had symptoms of parvo. Then when we went back they refused to see us even though thats when the vet told us to come back. We were clearly pressured into this and will never go back to them after all these years we have gone to them.  We will continue to let people know about our experience there as well.

  
  Sincerely,
  
  ***********************

  Business response

  07/09/2024

  ******************,
  

  We apologize if the communication regarding the Parvo snap test and medication was unclear.
  However, our decision stands that we are unable to meet your request. The treatment plans offered were developed through conversations with yourself and the doctor. We offered two treatment options, both of which were declined. We then presented an alternative plan, and within that plan, the more conservative option was chosen. Declining the secondary plan that was presented to you was also an option.
  
  The Parvo snap test is an in-house test that takes approximately 10 minutes to run, with the results being interpreted by a DVM and then recorded in the medical record. For the safety of all pets and to ensure medication effectiveness, our policy prohibits returns of dispensed medications. We understand the importance of clear communication and providing treatment options during consultations.
  
  We apologize if you felt pressured during your visit. Our primary goal is always to present you with options for the best course of action for your pet's health, carefully considering both potential risks and benefits.
  
  *************************
  Hospital Administrator 

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