ComplaintsforWest Suburban Animal Hospital

• Initial Complaint

  02/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Filing complaint for my mom, ***** ******************.Her cat ***** became very lethargic and hardly eating.1/7/23,$258***** took ***** to WSAH,Dr. ***** was the vet.She did a physical exam & bloodwork.Dr. ***** called my mom a few days later,said bloodwork was fine-prescribed an appetite stimulant.***** gave ***** the appetite stimulant;however his symptoms continued to get worse.1/22/23,***** took ***** to ******.The doctor gave a physical exam & fluids.The doctor wanted to keep him all night & do $3,000 worth of tests, ***** declined because she preferred her own vet(whom she trusted)to do the testing.At 8:00 am the next day,1/23/23,$250 ***** took ***** to WSAH.Dr. ********* was the vet that day.***** was given another physical exam & X-ray of his abdomen.My mom told the doctor *****’s lethargy was worse & now barely eating.Dr. ********* said ***** had a fever of 102.5 & prescribed an antibiotic.However, we found out later 102.5 is not a fever in cats. 1/24//23,$527 ***** not better.Mom takes him to WSAH.Dr. ********* again.***** gets physical exam,in house blood test,& fluids.Blood test shows calcium slightly high.This could be a sign of cancer but doctor brushes off.Doctor sends bloodwork to MI state malignancy panel. 1/26/23,***** taken to a different vet clinic.Doctor finds what’s wrong in less than a minute with just physical exam.Painful tumor on leg,probably cancer.This doesn’t always show in blood tests.This vet did other tests to confirm.Removed leg with tumor.Now ***** is back to normal minus a leg.If anyone of the 3 vets(especially WSAH)before 1/26 had done a proper exam,***** wouldn’t have needed bloodwork,X-ray and meds.I have called WSAH 5x’s to try to get a full/partial refund.Each time I’m told ******(manager)in meeting.2/9/23****** called to say no refund;told me to send X-rays/info from other vet which I did.Waited over a week to hear from her.2/20/23Called for ******.****** who answered phone didn’t know when ****** would be in this week.

  Business response

  03/01/2023

  [BBB Transcription via Email]

  Response to the complaint:
   We are aware of the request for a refund and have been in contact with both the cat's owner and the owner's daughter. As for the claim that the practice manager was always in meetings or out of her office, the job is not stationary, does not allow for the practice manager to wait for specific phone calls and does include scheduled meetings. The practice manager did speak with the owner's daughter or leave messages for her several times with her exact office hours each time. However, it is notated that the daughter was told on 1/27 that a refund would not be issued. The owner's daughter then proceeded to call 5 more times after this, receiving the same answer each time. We are aware that the complainant is unhappy with the answer of "there will be no refund to her Mother, as we provided appropriate care." 
   There is much more to the cat's medical history than what was listed by the complainant. To the point that we have involved our insurance company and they are now handling the case. They have had a third-party investigation into the cat's medical history and also feel that medical protocol was followed and that a refund is not warranted. The insurance company has also reached out to the cat's owner and the owner's daughter to seek resolution for this case. We are more than happy to provide the cat's medical records at the request of the BBB to validate our above stated facts. 
   At this point, any further contact with the cat's owner and her daughter will be through our insurance company. 
  
  Thank you for looking into this claim,
  
  ****** *********, RVT
  Practice Manager
  West Suburban Animal Hospital
  ************

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  Most of this response is false. 
  The cats medical history has always been bladder and urinary tract issues.  He was taken to the vet for completely different symptoms on 1/7…. weight loss, lethargy, and not eating. These are not his symptoms when he has a urine issue. 

  Also, I understand ****** is very busy. However, every time I would call, the receptionists would always say she was in a meeting or not sure if she was there. For example, on 2/20, ****** answered the phone and didn’t know if she would even be in this week. I always felt I was being brushed off. As for ****** leaving me several messages, I have only received one from 2/21 telling me no refund as I save all my voicemails. Another false accusation.
  In regards to our conversation on 1/27. She did tell me no refund. I then discussed with her the X-ray and picture of the tumor from the other vet who correctly diagnosed the cat in less than 30 seconds during his physical exam. ****** asked if I could send the X-ray and picture over to her and possibly reevaluate the refund. I told ****** that day we would even be happy if they just refunded the office visits. 
  I am absolutely flabbergasted at the fact she is accusing me of calling 5x’s after 1/27 as I was on vacation out of the country until 2/18. My phone did not work during this time. Another false accusation. On Monday, 2/20, I called and left a message for ****** as I wondered if they had changed their mind regarding the refund since I sent over the X-ray after our conversation on 1/27. Since I didn’t receive a response from her on 2/20, I then decided to file a complaint with the BBB the morning of 2/21.  The afternoon of 2/21, she left a message no refund. I did call back to discuss this outcome. I thought our conversation was cordial even though I disagreed with the decision. I was going to leave it at that until I read the response to the BBB with all the false accusations including they are saying they contacted my mother regarding this situation…which they have not. In addition, as of now, neither my mother nor I have received any communication from their insurance company.

  Sincerely,
  
  *** ******

  Business response

  03/10/2023

  [BBB Transcription via Email]

  ********,
  We received your second letter for claim number #********
   
  It is my understanding that the complainant has spoken with a few people regarding this case. 
  Our insurance representative spoke with the complainant on March 1, 2023. 
  A representative from our corporate hospital administrative team spoke with the complainant on March 3,  2023. 
  As I was not part of those conversations, I do not know the conclusion of those conversations.
  
  Thank you, 
  
  ****** *********, RVT
  Practice Manager
  West Suburban Animal Hospital
  ************

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