ComplaintsforCARE Center Vets

• Initial Complaint

  02/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have arrived to care center vets Dayton last night with our dog Coco, who was crying in Pain, going to septic shock, Dehydrated with dry nose nd tongue. I pushed some water into his mouth with syringe that day, but he was getting worse. Dr Dana B********** took care of him, she is a vet. We came with food poisoning. He received pain medication and nothing else. I had to ask several times for Liquid iv for him, and he was not treated for food poisoning! After labs were run, his platelets were low, and low BP. Plan was to treat underlying condition, not the food poisoning that was killing him at the moment. Am I missing something? Our emergency experience was Fearful, my dog was suffering and nothing was being done to help with his food poisoning, Nothing. Perhaps it was salmonella, or not fresh fish he ate,, Dr B********** was educating us, How low platelets effect his body, and what can be done to discover what kind of cancer he might have, While my dog was laying flat, struggling to breathe & dying . She told me his BP was 80, I asked her is that systolic?, Because she failed to revel the number. This place is called an emergency hospital, but my dog was not treated as an emergency case. Extremely disappointed & disturbed. Dr Dana B********** should not be practicing veterinary, as she’s not qualified to treat emergency cases. ********* ***** 

  Business response

  02/08/2024

  **********

  I want to thank you again for taking the time to speak with me. I appreciate the feedback and have already shared your concerns we discussed with our clinical team, as I mentioned when we spoke our goal is to use feedback like yours to help us improve our processes. 
  
  I am so sorry for your loss of Coco, I can tell how much he was loved by you and your husband. 

  Customer response

  02/10/2024

  I have not received any notification on

  how the vet responded  to her wrongdoing, & what future improvements in communication  this vet will take. This vet has practiced many years  so should be responsible for what she has done.Disciplinary action needs to be taken in this case.

  ********* *****

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  If you love your pet(s) as your child, like myself, then I recommend you DO NOT bring them here. I found absolutely no compassion here. It’s as if they are programmed to be zombie like. They do say sorry, but I didn’t believe they truly mean it. We brought our cat in to be examined and he ended up spending two days in the hospital. We absolutely agreed to this as they presented that they were confident, and they only provided this and another similar option, none of which were euthanasia. After signing, they took away the paperwork for the options and didn’t provide us copies of anything we signed (I wonder if this is so we aren’t able to prove it need be?). Thankfully we do have an itemized bill we are taking to our vet to review it with them as they referred us here. They really gave us false high hopes for our baby. They claimed things were looking positive and discharged him. When getting in the car, he didn’t appear right in his cage, but they are the experts, so we trusted them. 18 hours later my wife called asking to bring him back. They called us back 20 minutes later and “invited” us to come back in. We rushed him back (driving there takes another 20 minutes), dying in my wife’s arms, gasping for air. We walked in and a tech ran out saying “Is this the emergency” the receptionist confirmed and she ran him to the back. A Vet came out shortly after and took us back. They told us he barely had a heartbeat and was pretty much gone, therefore we decided to end his suffering. It appears if their number one priority is how you’re going to pay. Seems to be all about the money. I understand you are running a business (as I run one myself) but we shouldn’t feel scammed and ripped off, especially when we are grieving a child. They gave us an estimate and expect us to sign it immediately, allowing no time to review it. Most likely you’re in an emergency state, so you will fall for any intimidation and sign anything put in front of you, so they will go start saving your baby. I can’t help but believe they prey on this, given our experience. Even right after the euthanasia, they put us in a room and out comes the clipboard with “how is this going to be paid?” I’m assuming they will respond to this post with their template response, that their lawyers probably wrote up, (My wife works in legal documentation so she is very familiar with this) but, I already took that step and met with Lindsey S******, the Hospital Operations Manager. No avail. I’m pretty sure she didn’t even review my case. Maybe she’ll review it now? “We can’t credit your card” Really, because you’re front staff said “We will just collect payment at discharge, so we don’t have to CREDIT YOUR CARD.” Also I’ve had credits issued to it before, so I know that’s totally bull. We understand these tests and treatments cost, but taking my cat in and coming out owning $4,220 without my baby isn’t right. I feel like the way they present options to their patients is borderline deceptive. If they were compassionate towards our pet they wouldn’t present themselves in such a way. I’m not sure how their employees can live with themselves, working for a company with a business model like this. Maybe that’s why the wait times are so long, as many others have already said. There is no sense of urgency on anything they do. The priority of a hospital should be urgency. I will not be letting this go. I’m fighting for my baby.

  Business response

  06/20/2023

  Hello, and thank you for taking the time to inform us of your concerns. We are disappointed that your experience with our hospital was not a positive one. Our staff members make a commitment to care for pets each day at Care Center, and I am saddened to hear that this is not the perception that you have of our team after your experience. We are terribly sorry for your loss, and we wish you continued comfort during this difficult time. We understand that you have spoken to our Hospital Operations Manager, as stated in your review. Should you wish to contact her to discuss your concerns further, we encourage you to contact our hospital directly at ###-###-####. Thank you.

  Customer response

  06/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  I am asking for some kind of credit made to our case, the vet called a few times to update us on the status of the pet while he was in care and they kept telling us he was showing signs of improvement. We brought him home and he did not improve. We took him back the next day and he passed away. Therefore this company is not living up their standards of care.

  
  Regards,
  
  **** *
  

• Initial Complaint

  02/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had visited care center in Dayton for a neurological follow up following surgery for my dog on 1/6/22. On the discharge from surgery is a complimentary neurological check up which I never received which is shown on page 4 item #2 of my discharge information. I asked whether it mattered which facility I went to I was told by an administrator at the Cincinnati location that neurology is only operating out of the Dayton location due to CoVid 19. I did take my dog to the Dayton location and did receive service implied to be courtesy. Later, I received calls requesting payment to which I explained the discharge paperwork indicates I would not be charged for the service and was told they no longer offer this service free of charge. Instead, I was charged on my credit card without authorization $120 on 1/27/22. I was also told multiple times they do not keep credit card information on file but was charged without consent. The business allowed my dog receive complimentary follow up care with internal medicine due to not allowing me to speak with a doctor after multiple calls after surgery and a technician was giving advice on medication that was making post operative issues worse. The director of client experience said because he got complimentary care with internal medicine now I am responsible for this neurological bill. I had seen the neurologist twice prior to the 6 week check up and paid the bills immediately. The last time I had visited was what should have been the complimentary visit which is now being denied. Changes in policy after discharge should be made in writing and effective only to patients who receive operations after that date.

  Business response

  02/10/2022

  Hello,

  I have attempted to reach out to Ms. **** to discuss this concern and have not heard back yet. I would like to adjust the charge she is referring to $0 and discuss the miscommunication. Although any additional treatment or diagnostic testing will be the responsibility of Ms. **** going forward.
  Please let me know if you need any additional information.

  Thank you,

  Lindsey S

  ***********************************

  ************

*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. ↩