ComplaintsforMetropolitan Veterinary Medical Group, Inc.

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cat had cancer, but when I took it to three oncologists, they said it would survive a surgery and live a few months longer. I took it March 27 for surgery. The phone calls said she was doing fine. The call after surgery said that she was cold and had low blood pressure but reviving. The next call I got said that she had to be euthanized. They did not call early enough that I could go and see her. They initially said the bill would be 4000. My mom picked up the dead cat and they gave her a $1000 credit to my account. The next day there was an additional 3900 charge on my credit card. Then the hospital blocked all our calls to try to resolve this problem. Very unethical and unprofessional. Note from the hospital: "Please note: Your phone number was blocked in our phone system. Calling repeatedly and tying up the line for critical emergencies, as well as calling all departments in the hospital will not be tolerated. Our reception staff, nor other departments in our hospital will be able to discuss your account with you."

  Business response

  05/02/2024

  Good morning,

  Our Surgery Department manager as well as our Accounting Department has audited Ms. *****'s invoice and the amounts charged for veterinary medical care were found to be correct.  We sent Ms. ***** all of the invoices we have for her records, and explained the charges and credits applied to her account.

  We do extend our deepest condolences to Ms. ***** on the loss of her cat. 

   

  Sincerely,

  **** ***** | Medical Communications Director

  Metropolitan Veterinary Hospital 

  Customer response

  05/02/2024

   I am rejecting this response because:  no one explained the charges; in fact, we couldn't get through because they blocked our calls.
  
  
  

• Initial Complaint

  02/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my dog to this vet hospital, neighbor sprayed her in the face with a power washer, and her eye needed attention. They put a collar on her and I did not want that collar. They stated she needed it. We went home with it and **** had a hard time trying to eat or drink water. She was running into everything. the collar was to big. I could tell it was a used collar. I returned it and stated I want my money back. I have called the hospital a couple of times since, about getting my refund. They transfer me to a voice mail. This has been since 9/8/23, plenty of time to return my money. The charge for the collar was ***** + tax. I have a different type of collar for dogs, if it was needed. **** was not scratching at her eyes or face after brutal action from neighbor, and she never really scratched at her face or eyes before that. The tech on duty called another vet & told her situation, she was the one that said it was needed & she was not there. I went there for treatment, but should not be made to purchase a used device that I did not want.

  Business response

  02/19/2024

  Good morning,

   

  A call was placed to client ***************************** on 9/12/2023, explaining to client that the e-collar sent home with her dog was necessary for no further eye injury while the pet was healing from the incident.  In the voicemail we told client that the e-collar was recommended by our emergency *********** and our ********************** *** standard of care was met for ************************ pet and no refund is warranted. 

  We sincerely hope her dog is doing better.

   

  ******************* | Medical Communications Director

  Customer response

  02/23/2024

  I did not want that type of collar, it had been returned to the facility.  It was also a used collar.  I have my own type of collar and they can not make me take  & pay for that. That is forcing me to take something I rejected. I want refunded for the collar that I did not want and does not have.  It was returned.

  Business response

  02/28/2024

  Good afternoon,

   

  Our previous statement stands in regard to the complaint.  We do not send used E-collars home with clients. The collar was new.  We consider this matter closed. 

   

  Sincerely,

  ******************* | Medical Communications Director 

• Initial Complaint

  12/28/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Entered by BBB staff LO Consumer states he took his dog in last night at 6pm. The dog went in for a respiratory infection. He was there for 12 minutes and told to go back into the main lobby and they came back out and told him they needed to put the dog down. They told him it would be $1700 to put the dog down and another $658 for the rest of the visit. The consumer told them he was not putting the dog down. He took the dog to another vet and they told him there would be no reason to put the dog down because nothing was wrong with any of his vital organs he just needed antibiotics. The other vet told the consumer a vet is required to hold a dog for at least 25 minutes after an injection (he was not sure if it was different per county) but the vet did not hold the dog so he is not sure they actually gave the dog an injection because the other vet did not find it in the dogs bloodstream (it should show ** in a blood test for up to 48 hours).

  Business response

  12/29/2023

  Good afternoon,

  The Client whom filed complaint is not listed as an owner on this account, therefore the original client will need to contact Metropolitan if they would like to discuss care of patient "****." 

   

  Sincerely,

  *******************, Medical Communications Director

  Customer response

  12/29/2023

  I'm the dog owner my name is ********************* and I asked *** to Pay the bill for me my phone number is *********** the did a shifty job and we left and they did nothing 

  Customer response

  01/03/2024

  [BBB transcription via phone call]

   

  BBB was granted permission from ********************* allowing *** to file the complaint on their behalf. The consumer stated he paid for the services and that the business was contacted prior to taking the dog to another vet in order to find out what all was done. The consumer stated the business never contacted them back. When they went to the other business they were *********** was not the correct treatment performed. The consumer stated that if the business does not contact them directly or through BBB, they will be taking them to court. They have already reached out to the news and their attorney.  

  Business response

  01/22/2024

  Good morning,

  The case report states that it was discussed with the owners that their pet is experiencing an upper airway obstruction. Based on chest x-rays, we were extremely concerned that there is a mass causing compression of his airways. Less likely is severe, end stage collapsing trachea.  Once breathing becomes labored, swelling of the trachea can worsen significantly causing rapid progression to airway obstruction. Next steps would be hospitalization, sedation for ventilation, followed by a CT to determine if surgical intervention is an option. Discussed poor prognosis. Recommended humane euthanasia. The owners elect to take **** home AMA to allow him to pass there.  

  The standard of care was met for ****, therefore no refund will be issued.

  We wish **** well in the future. 

   

  Sincerely,

  ******************* | Medical Communications Director 

• Initial Complaint

  12/15/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog to this Metropolitan veterinarian hospital at **** * ** ********* ********* **. in ****** **** ***** last Satur***, December 9. My dog was bleeding from his ***** dragging his back right leg. We wanted him checked for testicular cancer. We were there from 10:30 in the morning until 6:30 PM at night They said they had to sedate him because he was so combative. We weren’t allowed to see him. They shaved both of his legs front for IVs. There’s no needle mark that they even put an IV in and they never checked his ***** or rectally. they said he was too combative, but yet they sedated him and told me they reversed the sedation so if they did all this he was out, so why didn’t they check him For the cancer it cost us $3120.17 for my dogs care that ***. They ultrasound, his stomach and x-rayed it. His stomach had nothing to do with the reason we brought him there

  Business response

  01/15/2024

  “****” *** presented to Metropolitan Veterinary Hospital Emergency Service on December 9th, 2023 with a complaint of progressive hind-end weakness and straining for eliminations over a few weeks duration.  **** was examined by the attending doctor who ****oughly discussed the estimate for initial diagnostics with owner ******** ***.  Owner gave permission for routine radiographs, bloodwork, and a urinalysis.  The attending doctor also recommended a consult with the Neurology service to which owner gave permission.  Upon completion, initial diagnostic results were reviewed with owner and the attending doctor discussed concerns for a T3-L3 myelopathy and an enlarged prostate.  To obtain a definitive diagnosis for ****, the attending doctor strongly recommended further testing which included an abdominal ultrasound and MRI imaging.  Despite recommendations, owner declined any further testing and elected conservative at home treatment.    
  
  I have ****oughly reviewed the case and feel that the care, treatment, and communication provided were appropriate and met the standard of care.  As a result, no refund is warranted.
  
  We understand the sadness and frustration that accompanies illnesses with our beloved pets.  Our thoughts are with **** and his family.
  
  Sincerely,
  
  
  Dr. ****** ******** | Medical Director 

  Business response

  01/15/2024

  “****” *** presented to Metropolitan Veterinary Hospital Emergency Service on December 9th, 2023 with a complaint of progressive hind-end weakness and straining for eliminations over a few weeks duration.  **** was examined by the attending doctor who ****oughly discussed the estimate for initial diagnostics with owner ******** ***.  Owner gave permission for routine radiographs, bloodwork, and a urinalysis.  The attending doctor also recommended a consult with the Neurology service to which owner gave permission.  Upon completion, initial diagnostic results were reviewed with owner and the attending doctor discussed concerns for a T3-L3 myelopathy and an enlarged prostate.  To obtain a definitive diagnosis for ****, the attending doctor strongly recommended further testing which included an abdominal ultrasound and MRI imaging.  Despite recommendations, owner declined any further testing and elected conservative at home treatment.    
  
  I have ****oughly reviewed the case and feel that the care, treatment, and communication provided were appropriate and met the standard of care.  As a result, no refund is warranted.
  
  We understand the sadness and frustration that accompanies illnesses with our beloved pets.  Our thoughts are with **** and his family.
  
  Sincerely,
  
  
  Dr. ****** ******** | Medical Director 

  Customer response

  01/17/2024

   I am rejecting this response because:
  
  My dog was there for his hind legs and backend. They did x-ray and ultrasound His stomach, which was not a factor of the reason he was there, so by them saying that they offered extra x-rays for his stomach is not correct because in the paperwork that I have it was done already And his backend was not x-rayed at all and thats the main reason he was there. They did no bloodwork, but they shaved both front paws and his stomach apparently his stomach for the ultrasound but why didnt they draw blood? We asked for blood to be drawn so they can check his blood to see if there was anything else going on in his body, they said his kidneys and stomach and heart and everything else was good but yet they never examined his back and just said that it was ****. It was a rip off it was overcharged and they did not complete the exam for why my dog was there. This is my whole complaint. 

  Business response

  01/19/2024

  Good morning,

   

  While **** was at Metropolitan, we did draw blood.  We have tried to email client 6 times and the emails have been rejected.  ********** would like a copy of her lab work, we would be happy to mail her a copy of that and her case report from her visit.

  Other than that, ********************, Medical Director's reply stands. 

   

  Sincerely,

  ******************* | Medical Communications Director

• Initial Complaint

  11/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  June 2023: I brought my cat in to the ** in ***** because she was not eating for 2 days. I asked the ** doctor to examine her mouth for infection. I was told my cat was not eating due to nausea. The ** vet did not examine her mouth at all, and refused to provide me with oral antibiotics and gave no pain meds. She actually said "cat's will eat through a lot of pain." The ** vet prescribed an appetite stimulant and anti-nausea meds.For the next 3 weeks, I faithfully gave my cat the prescribed meds. The final straw was when my poor cat (who once weighed 15 lbs now weighed barely 7 pounds) hovered over her bowl and cried. For 3 weeks, she was in pure AGONY.... hungry but unable to eat. I brought my cat back to Metro, *****. They sent me to Internal Medicine in Highland Hts. I was told to keep my cat on stimulant and anti-nausea meds.Internal Medicine in Highland Hts ran a slew of tests, including liver, and other upcharges that had nothing to do with her mouth. The vet finally prescribed a mild pain med, antibiotics, and anti-inflammatory. The vet did finally refer me to a vet who specialized in dentistry.Dentist: I pried open my cat's mouth open in front of the dentist, and told her I would not leave until she looked in my cat's mouth. And there was a huge tumor beneath her tongue - very hard to miss if any of the other vets had bothered to LOOK. The dentist said my cat had oral squamous cell carcinoma - which was inoperable by that time.Metro drained my financial resources and continued to do so with no regard for my cat's condition. I called my credit card company to refute the earlier charges (I did pay the dentist). My credit card company agreed after reviewing my documents and the details noted above, and refunded all of my charges to Metro.Nov. 2023: I just received a notice from a bill collection agency demanding the payment of $3283.57. to Metro... Nope. I am not paying it. And now, I am telling my story to everyone who will listen.

  Customer response

  11/03/2023

  I didn't have space in the note area to include a few more details...

  The ER doctor was "twitchy". Her hands were shaking, she was wiping at her nose the entire time she was talking to me. She also punctured a cyst that was in my cat's chest area. I believe now this is what exacerbated the entire illness.

  I made 4 visits to their various doctors, referred by each previous doctor (passing the buck and padding the bills). Each visit was an hour long drive there and an hour drive home with my poor cat. All of this took place between 6/6/2023 and 7/10/2023.
  

  My cat had to be euthanized on 7/13/2023. She was starving. Her mouth was bleeding. She was in extreme pain.

  The vet hospital sent me a nasty letter afterwards, saying that since I refuted the charges (and **** backed me up on it), that they would never accept any of my pets in their offices.

  Good riddance! I would never subject my pets to their mistreatment, knowing what I know now.

  And for the record, I will tell you what I told the vet hospital admin and ****... This is not a matter of me not being able to pay a bill... I have plenty of money. I refuse to pay because I was taken advantage of when I most needed help.

  It should be noted that I had no idea there was such a thing as a vet dental specialist. That being said, the very FIRST recommendation from anyone at Metro should have been to go to this dentist. Instead I got sent on a wild goose chase while my poor cat starved in agony! I called the dentists and couldn't even get in until September. But luckily they called me back after reading all the ** I have gone through.

  I am now considering a malpractice suit against Metro. I have all the paperwork, and made copious notes. It would serve you well to withdraw your collections claim before I get really ******. I don't care about a credit score. But if you care about your reputation, think again before kicking this particular hornets nest!
  

   

  Business response

  11/14/2023

  Good morning,

  At the time of the initial complaint from ******************, the medical records for Rogue were thoroughly and carefully evaluated by the Medical Director. It was determined the treatment given was medically appropriate based on the patients presenting symptoms. 

  We extend our condolences for ********************** loss. 

  Metropolitan Veterinary Hospital

  ******************* | Medical Communications Director 
  
  

• Initial Complaint

  07/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 23 2023, the emergency room veterinarian at Metropolitan hospital in ******** ******* refused to treat my cat with an antibiotic despite high WBCs over 30,000, lethargy, bilateral ear infection, and recent history of fever 106 degrees at a different hospital which responded initially to antibiotics. The vet's rationale was that if there is no fever there is no indication for an antibiotic. Instead she referred me to make an appointment with a neurology specialist. I paid approximately $1600 for the emergency room visit. Since this vet refused treatment I took the cat to a different emergency hospital because the cat was whimpering, not moving, not eating or drinking. There the veterinarian treated my cat despite being afebrile, with two weeks of antibiotic with significant improvement even after the first dose and resolution of illness. I made multiple phone calls to the communications manager requesting to discuss this case with the medical director. She refused my request. I did call to make an appointment with the neurologist, but after reviewing the records, I was told since he improved after I took the cat to a different hospital to follow up with my regular vet at this time. It is not true that because there is no fever, there is no indication for an antibiotic. I should not have had to take this cat to another hospital for treatment. Especially after paying $1600.

  Business response

  10/06/2023

  Good afternoon,

  We reached out to **************** multiple time and had in-depth conversations about the care of her cat, and answered all of her questions that were asked. After careful review of the case with the Medical Director, we found the standard of care was met in the treatment of ******************** cat, and no refund will be given.

  We truly hope her cat is doing well.

   

  Sincerely,

  ******************* | Client Experience Specialist 

  Metropolitan Veterinary Hospital

• Initial Complaint

  03/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This hospital did not provide appropriate care to our dog during/following surgery. We dropped our dog of the morning of 3/14/23 for surgery to remove a liver mass. After surgery, we were told she was doing well. We were given the ok to bring her home on 3/16/23. She seemed to be ok that evening. The following day, we noticed she started to decline. She wouldn't eat, was panting and couldn't even stand on her own. We took her back to the ER, where we had to spend an additional $1,100+ on top of the close to $7,000 we just paid for surgery and two days of ICU. We thought maybe she would have to stay another night or something. Instead, we were told that she had developed sepsis and that we could only spend about 5 minutes with her to say goodbye because she was in danger of passing. We were completely blindsided and heartbroken. Sepsis occurred due to the surgery. It's not something that was there prior. Never once were we even told that this was a possible outcome or even what signs to look for so we would know to get her to the hospital ASAP. Our girl should still be with us. We agreed to the surgery, knowing she had a pretty good chance of making it through ok, and she did. However, she did not receive the appropriate care to prevent infection during/after surgery. To me, that's a breach of contract and I feel we should be refunded the money we spent since they caused the loss our beloved pet. I contacted Metro through their website and got a generic "sorry for your loss" response from their Marketing & Communications Manager who told me that a refund could not be offered at this time. I replied, asking for the name/contact info of someone else I could speak to. I did not receive any response back. We are totally devastated by this loss. We trusted them. Our girl deserved better. They can't give us back our precious ****, but they can return the money that was paid to make her better, since the result was the exact opposite.

  Business response

  04/19/2023

  [BBB transcription via email, see attachment]

   

   

  “****” ****** (ID ********) presented to Metropolitan Veterinary Hospital on March 14 th , 2023 for surgical removal of a liver mass. The attending surgeon thoroughly discussed surgical estimate, procedure, and possible complications. Surgery, anesthesia, and recovery were routine and **** was released to owners for further care at home. After release, **** became severely ill from a pre- existing disease and due to a poor prognosis, owner elected euthanasia. I have thoroughly reviewed the case and feel that the care and treatment provided were appropriate and met the standard of care. As a result, no refund is warranted. We understand that losing a family member is a very difficult process and share our deepest condolences to the ****** family.

  
  Sincerely,
  **. ****** ******** | Medical Director

• Initial Complaint

  12/24/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  inadequate vet care - ran our bill up over $1000 for an elderly dog who is in the last stages of her life. No need for all those test. Refused to give us pain medicine. Almost forced us to put our animal down before her time. Dr ******* ****** was the vet and was very dramatic with care and told us we could not take our dog home. I almost had to call the police to get my dog back. They need to stop taking advantage of people and pets.

  Business response

  01/10/2023

  See attached statement from ******* ********, DVM, Medical Director

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/10/22 I brought my cat into the new building. He had an autoimmune disease and had been stable for over a year. He was fine until I came home from work at 11:00 PM 3/9/22 and he was lethargic. Brought him into Metropolitan vet at 12:30 AM where there was absolutely no other patients there-empty parking lot, empty waiting room, exam room doors all open with lights off. They took him in immediately but we sat in the exam room for an hour waiting for someone to update us. A tech came in and said they received all of his information from VCA (His primary specialist) and were reviewing with the doctor. Went over some generic questions and said the doctor would be right in. Waited for almost another hour and he finally came in. Said he examined him and recommended blood work/xrays. Said it would take a couple hours so we left at 2:30AM. I called at 4:30 and they said he perked up and levels were good except ALT was 723, high should have been 130. Vet didn't sound worried, gave a 2 week antibiotic shot and recommended followup with primary in 2 weeks. Brought him home and he was still lethargic. Trusted the vet, went to sleep and woke up around 11:00 AM when he was shallow breathing, unresponsive. He passed by 12:00 PM after we brought him to his vet at 11:45 AM where they said he was actively passing when we arrived. Called for the past week and have gotten the run around and no calls back. Requesting money back due to the vet's failure to properly treat as an emergency vet after levels were so high, resulting in the cat continuing to suffer and ultimately pass. Gave false information of him perking up and did not explain the severity of his levels.

  Business response

  04/06/2022

  Attn:
  Better Business Bureau
  
  
  Link ***** * ***** *** 
  Owner *********************

  ID#********
  
  
  Link ***** (Patient ID #***) presented to Metropolitan Veterinary ***************** on March 10, 2022 for lethargy, shallow breathing,and vomiting.  The attending doctor thoroughly discussed diagnostics,  treatment options, and associated estimate of costs with owner *********************.  Owner gave permission for diagnostics and treatment.
  I have thoroughly reviewed the case and feel that the care,treatment, and communication provided were appropriate and met the standard of care.  As a result, no refund is warranted.
  We understand that losing a family member is a very difficult process and share our condolences to ************** and her family.   
  Please feel free to contact me with any questions.
  
  Sincerely,
  *************************
  Medical Director

• Initial Complaint

  01/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 12/29/2021 My Veterinarian referred my pet (BEAU) to be admitted into Metropolitan Veterinary Hospital because of vomiting and not eating or ability to keep anything down. I had put a $1000.00 deposit down for Beau's initial services. I was also told that if Internal Medicine would take him that there would be an additional $2000.00 deposit for their services. In the morning 12/30/2021, when they called and gave me an update on Beau's condition he was doing well. Internal medicine and my regular *** consulted with the ** ***. They agreed that if treatment works, Beau would be able to go home the following day. 12/30/2021 PM. *** ******* called with an update on Beau's condition. He had done very well. He had a great appetite and had not vomited since feeding at around 2 PM. This was approximately at 7pm . She explained that she would like to keep him overnight and release him in the morning. I agreed. She explained to me that keeping him overnight, plus with his treatments and medication, that it would cost somewhere between $400-$500 in addition to the $1000.00 deposit that I had already paid. I agreed to this 12/31/2021 AM. The *** who called in the morning told me that Beau stated vomiting again and was unable to keep food or medications down. She wanted to do an ultrasound even though one had been done a couple days before. she wanted to a biopsy of his stomach for an additional $4000-$6000. I refused and said i would just pick Beau up and whatever happens would happen. When i picked him up I was charged an additional $1285.39 as well as my initial $1000.00 deposit. Thats $785.39 more than what I agreed to with *****************. Partially because my dog was receiving treatment for an additional 4 hours that i sat in the parking lot because after 3 phone calls to pick him up, I found out that they forgot about me. A supervisor came out and told me that I should not be charged for the time I was waiting. They weren't aware he was being discharged.

  Business response

  01/25/2022

  Good afternoon,

   

  After review of ************************ invoice, our Medical Director issued a "good faith" partial refund to Client's credit card.  I called Client to let him know of the decision and to get his credit card information.  We consider this matter closed.

   

  ******************* | Communication Manager 

*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. ↩