ComplaintsforMedVet Columbus

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my pup in over a month ago because she got into sugar free gum which can be extremely toxic to dogs. I thought she was given the best care but I was wrong. When I went to pick her up, she was covered in feces on her backside. I was so excited to have her back that I just wanted to get her home. I could smell her through my mask. When I got home, I had to bathe her twice to get all the feces off. I called medvet to talk to someone about it and they said that she wasn’t covered in feces. The critical care manager wasn’t in for me to talk to and they told me I would get a call the following Monday. I never got a call so I called Tuesday and was told she was in a meeting and that she would call me after. SHE NEVER CALLED. My mom and I both called several times and either the call wasn’t answered or we were put on hold for forever. The last time I called I hadn’t even said my dog’s name yet they knew exactly who I was. It feels like they are trying to avoid the situation which is not okay at all. When you are on hold, part of the message says “We treat your pet as if they’re our own” NO THEY DONT. I’m sure they wouldn’t want their pet given back to them covered in poop. My pup also takes meds on a regular basis for separation anxiety. They never called to ask me how much I give her, they just drugged her, 8x more than what I give her. The day that I brought her home, they gave her 10x the amount. WHY DRUG HER MORE ON THE DAY SHE IS COMING HOME. They told me the medicine doesn’t even make her tired or anything. When I got her home to bathe her, she just stood in the bath. She doesn’t like baths, at all. I knew she was out of it because she wasn’t trying to get out of the tub like she normally does. They have not tried to call me back. I feel that they think I was just going to let this go and I’m not. What they did was not okay. I paid over over 2500 dollars for her to get taken care of and she wasn’t properly taken care of. I feel they are avoiding the issue.

  Business response

  03/18/2022

  To Whom It May Concern:
  
  I received Ms. *******s concerns regarding the care of her Pitbull mix, ******, during her visit to our Emergency & Critical Care Services at MedVet Worthington. I understand Ms. *******s primary concern to be regarding ****** having fecal material on her at the time of discharge and developing diarrhea when getting home. In addition, I understand her concerns to be related to the dose of anti-anxiety medications administered at the hospital, and the follow-up communication she received around her concerns.
  
  ****** presented to Dr. ***** ********* with our Emergency Service for evaluation after ingesting a toxic dose of xylitol containing gum. ASPCA poison control was contacted, and it was recommended that ****** be hospitalized due to risks of potential toxicity to her liver and developing life threatening levels of a low blood sugar. She was treated with IV fluids with dextrose supplementation, liver support medications and transferred to Dr. *** ******* with our Critical Care Service for continued care the following day. Her initial and repeated bloodwork while in the hospital did not show changes in liver values, and she continued to do well on treatment with no signs of a low blood sugar. Therefore, she was discharged for further care and monitoring at home.
  
  Moreover, ****** demonstrated signs of anxiety while hospitalized which was consistent with her medical history. We aim to mitigate stress in our patients to provide a better experience for them. It is common in patients who already have separation anxiety to experience an increased level of anxiety in the hospital setting requiring a different dosing of medications that they may already be receiving.   ****** was administered a clinically appropriate dose, which was also within the dose range, of her current anti-anxiety medication for her level of anxiety. 
  
  At MedVet, we approach client concerns seriously and aim to achieve timely follow-up. Our Client Service Representative (CSR) Clinical Manager spoke with Ms. ****** directly after ****** was discharged. Ms. ****** expressed concerns primarily related to ****** having fecal material on her and having diarrhea upon returning home. The manager let Ms. ****** know that she needed to further investigate her concerns and would call her back. She followed up the same day with the clinical team taking care of ****** and spoke with the Emergency Department Head who connected with Dr. ******* directly.
  
  Dr. ******* reported that during hospitalization, ****** had a normal bowel movement with no signs of diarrhea. He also performed a physical exam on ****** prior to her discharge and no fecal material was noted. The clinical team member discharging ****** also did not note any fecal material on her. Dr. ******* determined that ****** likely developed diarrhea due to stress or recent xylitol ingestion. It was recommended to start her on a bland diet and to have her re-evaluated if the diarrhea persisted or worsened.
  
  The CSR Clinical Manager called Ms. ****** back on the same day and provided her this information. She became upset and ended the call. Ms. *******s mother then called, and the manager explained the details of what occurred, and the recommendations made to her. She also let her mother know that she would escalate these concerns to the Critical Care Clinical Manager, and that someone would further follow-up with them the following week. The CSR manager then had another conversation with Ms. ****** after speaking with her mom, empathized with her concerns for ****** and reiterated the recommendations made by Dr. *******. Ms. ****** reported that she was going to start the bland diet, monitor ******, and call with any concerns.
  
  Meeting and exceeding our clients’ expectations in service are high priorities at MedVet. We aim to provide excellent patient care and clear, timely communications following reported concerns. Our Critical Care Clinical Manager made multiple attempts to reach Ms. ****** by phone in the weeks following ******’s discharge to further discuss her concerns, but unfortunately, did not reach her. I understand that Ms. ****** is requesting a billing adjustment, however, we stand by the care provided and the attempts to address her concerns, and therefore, we will not be providing her a refund.
  
  Sincerely,
  ***** *******, DVM
  Medical Director
  MedVet Worthington
  

  Customer response

  03/22/2022

  I will figure out a way to get my call log history for the past couple months. Please get back to me as soon as you can.
  
  Thank you
  
  Hi,
  >
  > I have read the response given to me in regards to ******. In the last paragraph they stated that the clinical care manager tried to reach out to me multiple times in the following weeks regarding the incident. That is not true. I have never received a call from them. I have my call log. She never tried to reach out to me. If anything, my mom and I tried to reach out multiple times in the following weeks. Each time the person would say “We’re sorry she hasn’t got back to you” or they would put us on hold and no one would answer. They also know my phone number because they had to call me with updates while ****** was in the hospital. I never received one phone call back from the clinical manager. So that is not a truthful statement. If the manager would’ve called me, I would’ve answered right away because this has been such a big deal to me. Not one call or voicemail or anything from her. Please get back to me as soon as possible. Thank you.
  

  Business response

  03/28/2022

  We stand by the response provided. I have left a message for Ms. ****** (###-###-####) and have asked her to return my call so that we can discuss this directly.

  Sincerely,

  Dr. *******
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog ****** started seizuring on Saturday evening. His regular vet was closed. We rushed him to ER clinic in W.V. On Monday he was transferred to his vet. By Tuesday his doctor needed an MRI to find a treatment solution. We took him up and were quoted $700.00. But then the price changed to $4,600.00. The money was in savings and it was 8:00 pm. We couldn't transfer the funds until 9:00 am when the bank opened. We stayed all night in the parking lot. Then had to drive home on no sleep. Before I even reached my home they called and said they needed $4,600.00 again. They said the first paid-up covered the night before services and MRI. We had to drive to the bank to get the money. They insisted on a cashier's check. I soon found out why. They called wanting an extra $4,000.00 for a ventilator. We didn't have it. When I got there they charged us for ventilating him but said he was on Ambu bag. They insisted they would not intimate him but let him die but they took the $4,600 cashier's check and wanted $1,900.00 besides for services they never rendered. They were worried about the money and I barely got to hold my baby as he died. This place is a joke. Our savings are wiped out and my baby is dead. I am angry. I want the money they took. The prices are ridiculous for the type of care they gave him. They are not entitled to the money after the MRI was done. They wanted a cashier's check of $4,600.00. They do not want to refund us. They specifically ask for the cashier's check so they could collect all of the money they were not owed. This place should be shut down. ***** copped an attitude with us. I am praying God does something about this business and how the only thing important to them is the money. They don't care about the animals or their owners. When I told his vet what MedVet did he said they are going to consider stopping referring their customers to them.

  Business response

  03/17/2022

  To Whom It May Concern:
  
  I received Ms. *****’s concerns regarding the care of her Siberian Husky, ******, during his visit to our Emergency & Neurology Services at MedVet Worthington. I understand Ms. *****’s primary concern to be regarding our financial estimate and deposit practices in relation to the medical care ****** was provided.  
  
  ****** presented to Dr. ********* ******* in our Emergency Service for evaluation of uncontrolled seizures. On examination, he was assessed to be in critical condition with the likelihood that he had primary brain disease. Based on this initial evaluation, it was recommended that he have chest radiographs, bloodwork and be hospitalized on intensive care with transfer to our Neurology Service for an MRI and spinal tap for further diagnosis.
  
  We aim to provide accurate and timely financial estimates for our care, and therefore, Ms. ***** was provided an initial estimate of $4,600 - $6,800 for the recommendations outlined above. Moreover, our standard practice is to obtain a financial deposit equivalent to the low end of the financial estimate prior to initiation of care. Ms. *****’s primary form of payment was a check, which unfortunately was not approved through our Telecheck system. The check did clear through a normal check running process, and therefore, medical care was continued. With this approach, it is not known if a check will clear with the bank for 7-10 days from date of deposit.
  
  The following morning, Dr. ***** ***** in our Neurology Service evaluated ****** and assessed him to have severe disease with a very poor prognosis for recovery. She discussed the options of humane euthanasia or moving forward with an MRI and possible spinal tap for a definitive diagnosis and determination of possible treatments. Ms. ***** elected to move forward with MRI and expressed that humane euthanasia is not in line with her personal beliefs. She was provided an updated Care Plan estimate of $9,000 - $11,000 for ongoing care given Dr. *****’s assessment of ****** needing extended ICU care. This updated estimate included the MRI and care provided through our Emergency Service. It was explained that a further deposit was necessary to continue care with this updated estimate. Given the uncertainty around the initial form of payment processing, another form of payment was requested, and options given included debit card, credit card, Care Credit, and cashier’s check. Ms. ***** elected to provide an additional $4,600 deposit with a cashier’s check.
  
  Unfortunately, ******’s MRI showed an extensive intracranial stroke with herniation of the brain, which carries a grave prognosis. Recognizing Ms. *****’s wishes against euthanasia, Dr. ***** provided the options of letting ****** pass on his own or continued medical care. Ms. ***** wished to continue care, however, during ******’s recovery from anesthesia, his breathing deteriorated consistent with brain herniation, which required ventilator care as a means of basic life support. Given his prognosis and the strong likelihood he would not be able to adequately breath on his own, this was not medically recommended, and therefore, Ms. ***** elected to take him home. ****** passed away while bringing him to her car.
  
  We aim to provide clear communication around patient care and our financial processes. Ms. *****’s final invoice total was $6,520.69, which was within the initial financial estimate of $4,600 – 6,800. Upon clearance of the initial check payment, she will receive a financial refund of $2,679.31. If the initial check is not accepted, she will owe $1,920.69 towards services provided. We are sincerely sorry for Ms. *****’s loss of ******, however, the medical care he was provided was indicated and appropriate. Moreover, Ms. ***** consented to the care provided throughout the visit, and the invoice was within the estimated financial range. Therefore, we will not be issuing any further refund.
  
  Sincerely,

  ***** *******, DVM
  Medical Director
  MedVet Worthington

  Customer response

  03/17/2022

  It is price gouging and they did nothing for my dog. I am going to file a malpractice suit if BBB is unable to help me.
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My puppy was seen at the MedVet West for a broken leg. As the leg is reinjury, a brake in the same spot, the Clinician recommended surgery. ****, my injured toy poodle, has insurance, and I have made all the arrangements for ********* to cover 90% of the cost. They provided a preapproval for everything. I have stated numerous times before arranging the surgery that he has the preapproval, have also sent the letter to the hospital. On the day of the surgery, after dropping him off, I received a call at work requesting a deposit, which I anticipated was the 10% I am responsible for, but I was informed that the promise was $5000.00. (The estimate of the surgery is $5000-$6000). I have done everything to secure services. The insurance company has no problem with the surgery; however, the hospital will not perform without $5000.00. This is awful. I agree to pay a deposit, the 10% I am responsible for, which the insurance has approved a surgery about $6632.00. I anticipated paying the 10%. I have contacted the finance department using the number provided by MedVet West (614) 505-7583; Dawn is the name on the voice mail, and I have left several messages but have yet to receive a return call. I have spoken with *********, ****'s insurance company, and they have stated that's why they send the preapproval for proof of payment. I would like them to accept the percent today, and I will take full ownership if the insurance does not cover the cost. But I do not have $5000.00 today and have been told it has to be done before the bone attempts to heal itself. I have no intentions of allowing them not to receive payment for their services. This is stressful, and I don't understand why more economically friendly payment methods are not available. I was responsible and obtained the insurance.

  Business response

  01/13/2022

  We are sorry for this client’s experience concerning the deposit required for care.  MedVet’s policy is that a deposit is required before taking the next step for any major care or surgery. The remainder of the amount due is due at discharge. Due to the constant changing nature of insurance coverage, items covered, and deductibles, we ask that the client make their deposit and final payment with MedVet. The client would then request that their insurance company to reimburse them directly. As with any medical condition, an estimate may or may not account for any unexpected complications that would then have to be reassessed with the insurance company as far as coverage, deductibles or other uncovered expenses. The promise made by the agency, may or may not be upheld and can be withdrawn at a later date when the agency executes payment. While some agencies are better than others, we ask that clients work with their insurance company to be reimbursed directly rather than function as a go between. This enables us to focus on the care of our client’s pet. MedVet encourages clients to seek outside temporary financing if needed. One such option is 6 months deferred financing with companies like Care Credit or other temporary methods (credit cards, friends or family, etc.). In most cases insurance companies reimburse the clients quickly before any finance charges have been assessed.  Regarding the messages left with our finance department, we were working directly with the hospital to communicate back concerning the request for an exception. The hospital was going to reach out concerning that answer, but the client had secured temporary financing by that time and had made the deposit and ultimately the final payment for care. Our policy is to ensure that the focus can continue on the care for the pet and to prevent any unexpected charges back to the client after the pet is home recuperating (charges the client may not be prepared to cover). We do understand the stress involved in making financial decisions for a client’s pet and always seek to clearly communicate our payment policy in an empathic and caring nature.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 11th 2020, My wife was told to bring our dog into Medvet at the Hilliard location. Before arriving our vet called to let Medvet know she was on her way because our dog needed attention immediately, When my wife arrived, there was back and forth about payment which you all ended up receiving anyway. Then my wife was told at around 12:30 1pm that "We will get fluids going and do what we can for the next few hours" We get a call 45 mins later saying "Your dog won't make it" Could it be if she would have received treatment when arriving she would still be here, and not waiting over a hour for A PAYMENT.....But wait there's more. When we were told to come and pick up our dog, I asked since we have already paid you guys over $1100 dollars could you help us out with putting her down, "Well that would be about $250 dollars" at this point that was the cherry on top. I honestly see, This company does not care about the animals, you guys care about MONEY. You take advantage of people during vulnerable times. But wait there is more again, When I go to pick up my "dying" dog, I was charged another $20 dollars !!!!!!!!!!! FOR WHAT ?????

  Business response

  12/14/2021

  note, all medical record documents could not be attached due to the 4 attachment limit within this submission platform

  Dear BBB,
  I am writing in response to complaint ******** received on 12/8/21 field by Mr. **** ******* regarding his dog ***** *******. All medical records associated with this visit are attached to this reply for reference.
  

  ***** was presented to MedVet Hilliard on 2/11/20 by Mrs. ******* ******* at 12:50 PM for further evaluation of kidney failure diagnosed on bloodwork performed by her family veterinarian. She was triaged immediately upon arrival and considered unstable due to her difficulty breathing. This prompted immediate evaluation by the attending ER veterinarian on duty, Dr. ****** ********. During this evaluation, Dr. ******** provided supplemental oxygen to *****, completed a full physical exam, and performed a point of care ultrasound. After completing this evaluation, ***** was placed in an oxygen chamber (******) to provide further supportive care while Dr. ******** called Mrs. *******. During this time, ***** was noted to have vomited once.

  During this phone conversation, Dr. ******** conveyed her concern for severe respiratory disease (suspected pneumonia) and likely kidney failure given a CHEM panel performed by the family veterinarian. Dr. ******** then presented a diagnostic plan (CBC, chest x-rays) and treatment plan (ICU hospitalization in oxygen, IV catheter, IV fluids, anti-nausea injection, antibiotics with next-day specialty transfer to Internal Medicine) to Mrs. *******. Mrs. ******* requested to contact her husband prior to proceeding with care or treatment, ending the call. She then called back to notify Dr. ******** that her husband was not reachable as he was in a job interview. At this time, she elected to proceed with Dr. ********’s diagnostic and treatment recommendations (except specialty transfer). An estimate and care plan were provided for her, reviewed withMrs. ******* by Dr. ********’s assistant ***** ******, and then signed by Mrs. *******.
  

  Bloodwork results were finalized at 3:45 PM and ******s hospitalization began at 4 PM. Mrs. ******* was contacted at 5:15 PM by Dr. ******** upon receipt of the final radiology report from ******s chest x-rays. Results were reviewed and, due to ******s sustained critical state in the face of appropriate medical treatment, ongoing hospitalization with specialty care was again recommended. Mrs. ******* expressed that she had been in touch with her husband regarding ******s status and that due to financial constraints, ongoing hospitalization would not be possible. The option of helping to finance ******s care using Care Credit was discussed at length
  and ultimately declined by the owner. Given ******s severity of illness and clinical instability, Dr. ******** then discussed the option of humane euthanasia with Mrs. ******* as an alternative to ongoing care. Mrs. *******
  then requested to contact her husband and disconnected the call. Mr. ******* called back approximately 15 minutes later, at which time Dr. ******** reviewed ******s critical condition, her assessment, and treatment
  options with him. After reviewing options, Mr. ******* declined further care at MedVet Hilliard and expressed his desire to discharge ***** to him and Mrs. *******. They conveyed their intent to bring ***** to their family
  veterinarian that evening for euthanasia.
  

  The *******’s arrived at 6:20 PM at which time ***** was discharged. Her IV catheter was not removed so as to allow IV access for the family veterinarian once ***** arrived at that clinic. In his letter, Mr. ******* expresses concerns with delays in care. Veterinary attention was provided immediately to ***** by Dr. ******** at the time of presentation. Immediately after this assessing ***** and arranging immediate efforts for stabilization, Dr. ******** contacted Mrs. ******* to review the severity of ******s condition and seek consent to continue supportive care and establish a definitive diagnosis. As Mrs. ******* sought to confer with her husband prior to approving additional care, consent for care was not obtained during the first phone call. Additional tests and treatments were not performed until Mrs. ******* contacted MedVet Hilliard and provided both written and verbal consent for care. This process is aligned with MedVet policy and ensures that all pet owners are informed of their pet’s condition and prognosis so that informed consent can be genuinely provided by the owner. Once care was authorized, additional testing and treatment was  provided to *****. During this visit, the only delays in care were those specifically requested by Mrs. ******* as she and her husband worked to align on their goals for care.
  

  Mr. ******* also expresses his concern that delays in treatment lead to worsening illness and hastened death for *****. ***** was diagnosed with two severe medical conditions: dyspnea and severe azotemia. The most crucial treatment for dyspnea with oxygen supplementation, which was provided immediately to ***** and sustained throughout her visit. The mainstay treatment for newly-diagnosed azotemia (bloodwork changes
  associated with kidney disease) is IV fluids, which were administered to ***** once Mrs. ******* consented to this intervention. Appropriate and prompt medical care was provided to ***** in an effort to treat her serious
  underlying conditions. Her worsening illness in the face of these treatments reflects the severity of her illness and further underscores Dr. ********’s recommendation to escalate her care with ongoing hospitalization and
  specialty transfer.
  

  Mr. ******* also raises several concerns regarding the costs associated with this visit. He cites delayed payment as a reason for delayed care. As aforementioned, ******s care was started upon arrival before any
  money had been requested or collected from Mrs. ******* and was not a deterrent to stabilization measures. This supportive care continued even as Mrs. ******* considered her treatment options and was not stopped at
  any point until ***** was discharged. Additional measures were not taken until Mrs. ******* provided consent, a delay that she requested in an effort to contact her husband. As she did not specify that her intent was to
  confer with her husband on cost rather than concerns for ******s quality of life, additional financial resources were not addressed at this time. Once Mrs. ******* raised her concerns for cost during the 5:15 PM call, the
  option of CareCredit was reviewed in depth with Mrs. *******. As there are no other options for payment at MedVet Hilliard other than payment at the time of service or financing through CareCredit, Dr. *******’s
  financial counselling for Mrs. ******* is considered comprehensive. When Mrs. ******* provided consent for care, $1,050 was collected as a deposit associated with an estimate ranging from $1,050 to $1,100. At the time of discharge, an additional $20 was collected from the *******s to cover the total cost of the bill, which exceeded the initial $1,050 deposit. Hospital policy dictates that a deposit equal to the low-end of a pet’s care estimate is collected at the time of hospital admission and that the remainder of the balance is collected at the time of discharge. Owners are not regularly updated to charge accrual so long as the total bill is within the estimate. This information was explained to Mrs. ******* both verbally and in writing in the forms signed by Mrs. ******* at the time ***** was hospitalized.
  

  Finally, Mr. ******* surmises that the principle concern of MedVet is money rather than the health and wellbeing of animals. This premise is belied both generally, as it in gross opposition to the true motivations of
  our teams to provide outstanding healthcare to pets, and specifically as the actions taken by Dr. ******** during ******s visit reflect her medical skill and profound concern for ******s health. ******s illness and death is tragic for her, her family and for all veterinary professionals who cared for her. In the face of such of such tragedy, we have great sympathy for the ******* family. In no way is her a loss a reflection of inappropriate veterinary care, nor is there evidence of ill-will or negligence from Mr. and Mrs. *******. Though we sincerely regret the outcome for ***** and the *******s, the claims made by Mr. ******* in his complaint are not aligned with the true development of events that occurred on 2/11/22

• Initial Complaint

  09/03/2021

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  A month ago we had to take our kitten to them for a transfusion. At first my husband told them to do what they had to in order to save her life and they took that as to add on an ambulance ride and alot of other services that she did not even need. They expected us to put down a deposit for 5700 before they even knew what all she would need. Several hours late I spoke to that doctor and he had no excuse for those services but he did knock down the deposit to 3300 and said we could approve the services as we went along but that never happened. We informed them that any money that was left over would be going towards her after care. They keep giving us a run around the whole time we were there. The day we picked up our pet was when we were told that our money 1600 would not be returned to us until they sent a check threw the mail and it would take a week to 2 weeks to get it. It's been a month and still no money returned or after care for our pet because of this.

  Business response

  11/05/2021

  First and foremost we have apologized to Mr. and Mrs. ***** for their experience, they are an important client for us and we wish for them the best experience possible. They paid cash for their deposit, and for the safety of our staff we do not keep cash on hand at our establishments, we make regular deposits in our bank. Therefore, when they were in an overpayment situation, we mailed their refund by US postal. When we learned that the refund was delayed we called the *****’ and agreed to ACH their refund back to them. Unfortunately, due to a system glitch, it was again mailed in error rather than transferred electronically. We explained our glitch to both them and then agreed to immediately overnight them a physical check on 09/10. That deposit refund was overnighted on a Friday and it arrived on the following Monday 09/13. We don’t often have cash refunds to make and agree that it took longer than normal to return their funds, but they were returned and the check was cashed. In addition, our hospital directly personally spoke with ***** and agreed to do a comprehensive review of her experience on 09/13 at 4:28 p.m. (both medically and administratively for the check refund). She reviewed *****’s case and responded to her on 09/16 at 5:12 p.m. She explained our medical processes and procedures admitted what we did wrong as well as explaining what was done correctly, and why it may have been frustrating to her. Due to patient privacy we cannot provide all the details, but our Hospital director did refund ***** $382.12 for medical services performed. They had a good conversation, set up parameters for moving forward in our relationship. ***** stated that she appreciated our honestly and taking ownership and stated she would likely use us again, under the parameters they laid out together. That check was mailed and cashed as well. We appreciated *****’s honesty and persistence to bring her concerns to our attention. We have apologized and remedied her complain. We look forward to caring for her pets in the future and value her business.
  
  

  Customer response

  11/08/2021

  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. 
  

• Initial Complaint

  08/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was quoted an estimate of $3500-$4500 before surgery. On 7/14 I dropped my dog off for ************** told me on the phone in the parking lot, a $2100 downpayment was required. They took my credit card info over the phone, but did not bring me a receipt when they picked up my dog from the parking lot. The next day after surgery, I called from the parking lot to pick up my dog. I was told the balance due was $ ******* before they would bring my dog out. I authorized them to pay the remaining balance to my credit card, making a total of $4142.94. When they brought my dog out, they did not bring any paperwork, but said they would email it to me. Therefore, when I left, I believed I was paid in full. When I arrived home, I found on my email, additional charges of $439, $184.91 and $6.30. None of these charges were authorized by me. I found that they charged $2300 downpayment instead of $2100, then $2473.15 instead of $*******. I did not authorize an extra $630.21 and ask the BBB to help

  Business response

  08/19/2021

  Dear BBB,

  We have reviewed this client's complaint and found that the estimate, deposit and final totals were clearly communicated to our client. On 06/24/2021 our doctor reviewed the estimate and communicated deposit with our client at 4:20 p.m. This estimate has been attached for your review. The estimated care plan ranged from $3550 to $4650 and a deposit of $2,300 (roughly 50% of the high estimate) was required to begin care. This financial telephone discussion was clearly reviewed with our client and documented as a requirement to begin care. The agreed upon deposit of $2,300 was taken via his credit card and a credit card receipt immediately emailed to him the day care began (July 15, at 7:57 a.m.). Upon completion of care the client invoices were closed and the final total due communicated of $2,473.15. Again at 7/16 at 12:41 p.m. a credit card receipt was immediately send to our client. The clients total bill was $4,773.15 which was within $123.15 of the original estimate. Due to the pandemic and clientless lobbies we did communicated with our client over the phone, but our estimates and communications were very clearly documented. Because we were within a reasonable amount of our estimated range there is no billing adjustment due. 

*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. ↩