ComplaintsforClermont Animal Hospital, Inc.

• Initial Complaint

  06/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  6/4/22 took dog for dental work ($350) asked to be called for any overage cost above $100 informed she needed three teeth pulled but one fell out and would not be charged (was charged$21.33). We were informed the week prior that teeth pulling starts at $25 and never told the “levels” and how much that exceeds. They subsequently pulled two teeth and charged us $102.75 each. No determination of how they reached that cost or why I wasn’t informed it would be so high in cost. I asked for a cost break down as it was not on the original sheet they showed us the week prior during our visit for blood work. All it says is $25 min. (Which it isn’t if I got charged $21.33) they keep that pricing on a computer and don’t show it. I am no vet so I don’t know how it works or what questions to ask. Repeatedly the doctor kept telling me it’s my fault my dog needed this without answering why I wasn’t informed of the big cost difference as requested prior to agreeing to service I am to be notified of any big cost above the original amount to proceed. We were under the assumption it was $25 per tooth since not told otherwise. Arriving the bill was $701 well above starting price. I would dismissal of the three teeth pulling at $226.83. I have paid $300 towards and will pay the balance $174.2(totaling $474.20 for my payout) there after. Attached is the itemized list I was given. I was blatantly lied to about cost than berated that it was my fault and I am a terrible dog owner repeatedly by the doctor who could not tell me why I was not told of such outrageous pricing above my initial quote. It should be listed prior for all possible consideration as you can now do by law at any hospital.

  Business response

  06/21/2022

  Hi Mr. *****,
  
  Our goal is to ensure both pets and their parents are as happy and healthy as possible, so we take your experience to heart. We strive to clearly communicate recommended treatments based on the pet's past history and current needs, along with the financial commitment involved with those recommendations.  
  

  Based on your statement, it appears that you didn’t fully understand the potential cost range. However, our team did note you signed the admission agreement which states, "There are different levels of dental extractions, each extraction level is a different price and is difficult to predict before the actual procedure."  While you were only actually quoted the price for the lowest level extraction, it was made clear that this was the lowest of the extraction levels with prices going up from there, and you did not request further information, prices, quotes, or a written estimate, all of which we routinely provide upon request. 

  
  Dating back to July 2019, we have had extensive conversations with your wife, who is the one listed on our account for your 8-year-old husky, about the recommended dental treatments and her fears related to the dog undergoing anesthesia. We explained that we are an AAHA accredited practice, and uphold the highest industry standards required by this accreditation, custom-tailoring anesthetic protocols and providing extensive anesthetic monitoring.  Dental care was repeatedly recommended and discussed at multiple visits and by three different doctors.  Unfortunately, the nearly three-year delay in following medical recommendations contributed to the need for more extensive dental extractions. The amount of tartar that accumulated during this time period obscured the teeth, hiding the pathology and making it impossible to assess the teeth prior to the dental cleaning.  As is the scenario with many dental procedures, we also did discuss that extractions are not able to be determined until the dog is under anesthesia. 

  Your sweet pup required the extraction of two large and difficult-to-remove teeth (categorized as a level III), plus the smaller tooth. The complexity of the extractions also required additional anesthesia. In accordance with our normal procedure, our staff contacted your wife during the procedure to receive approval to go forward with the extractions. That verbal approval was given and we answered her questions about the necessity of these extractions and the lack of other treatment options.  At no point did she ask for prices, request an estimate, or ask about the anticipated level of the the proposed extractions.  With her approval, the extractions were then performed. Preparing and presenting a written estimate while holding a dog under anesthesia has a higher chance of a poor outcome, and results in a higher overall cost due to extended anesthetic time.  Such an estimate is only provided during a procedure at direct request by the owner.  As no estimate was requested, we did not want to put Isis at increased risk, knowing there were complications with a prior anesthesia at another veterinary hospital.  Our focus at that time was Isis and her care.  We’re glad to report that Isis had a very successful oral surgery and did not show any signs of the previously reported reaction to anesthesia that she had at the other practice.

  Our team is happy to discuss this situation in more detail with your wife, who is the one who approved the extractions and whose name is listed on the account with our hospital. As discussed upon your dog’s release, we have already offered a payment plan at no interest over the next 12 months, so long as monthly payments are made with no missed payments. Please have Mrs. Walls contact us directly at ###-###-#### to discuss further.  
  
  Thank you - The team at Clermont Animal Hospital

  
  

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