ComplaintsforFurdunkin

• Initial Complaint

  08/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On June 6, 2022 I took my dog ******* to Furdunkin for mammary masses and leg splaying. Dr. H********* declared immediate surgery. The estimate was $2507.24-$3124.06. We decided to proceed based on the range of estimate and ***** went in on June 13, 2022 for the radiology. June 16, 2022 we took ***** to Furdunkin for her surgery, at the door my husband was asked to sign another estimate for $2262.24-$2879.06. I received a call a few hours later from the office manager Jen, I consented to an addtl $250 for a pain block. At pickup we were asked to pay the bill. I had to ask for the total because the girl was going to just charge my card. $3700, far cry from the original! I demanded a manager and told her we were not paying that. She was very aggressive when she approached me about the bill in front of the other patrons. I tried to explain that we had already paid $270 and the TWO different estimates. After some back and forth she grudgingly relented "well, if you're disputing it I guess I HAVE to adjust it, my employees are still learning how to do estimates" After she adjusted it we still paid $3222.97 plus the $270 we already paid from the original estimate. The receptionist brought ***** out, handed her and her bag to us and said have a nice day. I asked about aftercare and was told there were pain pills but don't worry about the stitches they are dissolvable. No antibiotics, no instructions, nothing. 2 weeks later ***** had a raging infection and was in great pain. When I contacted Furdunkin Jen was very unprofessional "what do you want us to do about it?" Dr R********* agreed to prescribe antibiotics and then did a follow up. Good thing too, the stitches WERE NOT dissolvable and had to be removed. The ineptitude and unscrupulousness that we faced with this company is staggering. Our dog suffered greatly because the office manager was more concerned about money (and pointedly avoided us) and less concerned about making sure our dog was well and properly taken care of.

  Business response

  08/22/2022

  August 22nd, 2022 
  On June 6th, the client brought her pet to our hospital for a consultation on previously diagnosed mammary masses. The client’s pet was seen by our board certified surgeon and it was recommended that the pet receive the surgery needed to remove the masses. On the same day as the consultation, the client was emailed an estimate in the amount of $2507.24- $3124.06. After receiving the estimate, the client scheduled surgery for June 16th. When the client’s husband arrived on the morning of June 16th to drop her pet off for surgery, the veterinary nurse that admitted the pet did not realize an estimate existed and created a new estimate that included the price range of $2262.24-$2879.06. The new estimate was less as it did not take into account the complexity of the condition previously diagnosed, the increased time it would take to address the extent of the issue, and the board certified level of expertise required for such a surgery. The client’s husband signed the estimate and left the pet for the day. 
  The surgery went extremely well, and post op we called the client for approval on the additional cost for recommended pain medication to ensure the pet remained comfortable. The client gave her verbal agreement on the additional $250.00 for the pain medication. When this client came to pick up her pet, the invoice she received was at the high end of her original estimate plus the additional $250 that she approved. ($3374.06) She immediately asked to speak to a manager. Management met the client in the check-out area at which time she was loudly protesting the amount of the invoice for all to hear. At this point, the client was asked to step outside so that the matter could be discussed away from the other clients as all private exam rooms were occupied at the time. Once on the patio, the client was asked if she remembered receiving the original estimate, to which she replied “yes.” The circumstances that led to the lower amount presented on the second estimate were explained. The client stated that she knew it was less than the original but did not want to bring it to anyone’s attention. It was explained to her that we would honor the new estimate that her husband received that morning because that was the one that was signed. She paid $3222.97 that day. This amount was the high end of the new estimate her husband received that morning plus the additional $250 she gave verbal approval for over the phone when she was called post-surgery. The client was satisfied with this response, paid the bill and left the building with her pet. 
  On 6/27, we received a phone call from the client stating that she noticed on 6/23 that the incision was red and irritated. As a part of every pet’s medical record, and in accordance with veterinary law, every phone call and conversation with the client becomes a part of their permanent record. As a result, detailed notes were recorded from that conversation that dispute the account of the client. During the phone call, the client was extremely aggressive and angry from the beginning of the conversation. She stated she didn’t understand why the doctor didn’t send her home with antibiotics, and that she didn’t feel like she was given the proper instructions. It was explained that many doctors do not prescribe antibiotics for sterile surgeries (which this was), as it is considered best medicine to avoid antibiotic resistance in the pet population. The client was advised that the medical director would follow-up to address her medical concerns directly and find the appropriate resolution for her pet. The medical director called the client the same day (June 27th), and advised that she bring the pet back to the office. The client was unavailable for an appointment until July 7th for a follow-up. At the time of the visit, her pet was examined by our medical director. During this appointment the client stated that her dog had been scratching at the incision when she didn’t have a t-shirt covering the incision. As a result of the scratching, an infection has started. The medical director prescribed antibiotics and did not charge her for an exam. The client returned a week later with her pet, and we removed the sutures. The incision was healed fully healed with no infection at this time. She states in her letter that her dog suffered because we were more concerned with money than the care of her dog. To the contrary, this could not be further from the truth. We followed all best practices of veterinary care, followed-up quickly to her concerns, addressed the pet’s health issues, and honored all pricing quoted to satisfy her needs. In addition, this type of complaint has never occurred at Furdunkin. Our public reviews, commitment to the community and our compassion are reflected in each and every pet and client interaction. 
  For additional context, this was not the first contentious interaction with this client. On January 27, 2020, we provided care to one of her other dogs. The appointment was made as her pet’s gums were pale and the pet had a lack of appetite. With the client’s permission, we performed blood work and x-rays. The diagnostics revealed that she had a splenic mass that ruptured, and the prognosis was poor. The client elected euthanasia. After all the diagnostics were done and the euthanasia was complete, the client informed Furdunkin that she did not have money to pay her bill. In spite of our ‘payment due at time of service’ policy, Furdunkin still sent Maggie’s remains out for private cremation. We returned them to her a soon as they arrived at our office, and we placed her on a monthly payment plan to help alleviate the financial burden she was facing at the time of her loss. 
  Please let me know if there is any additional information needed. 
  Jennifer H******* 
  Owner
  
  

  Customer response

  08/24/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  In response to Furdunkin’s rebuttal. Yes, we agreed to the surgery scheduled for June 16, 2022, and quoted for $2,507.24 - $3,124.06. But what failed to be mentioned was that in that estimate was a charge for x-rays. These x-rays were taken 6/13/2022 and paid for at the time of service. This should have taken $270.00 off the price of the estimate.
  
  Yes, on the day of the surgery, June 16, 2022, my husband signed a new estimate that reflected a new price range, $2,262.24 - $2,879.06. No, we felt no need to question the new estimate. The new estimate reflected the original estimate of $2,507.24 - $3,124.06, minus the $270.00 we already paid for the x-rays. The x-rays were part of the original estimate. $270.00 subtracted from $2,507.24 - $3,124.06 (the original estimate) and you get $2,237.24 - $2,854.06. Yes, there is a $25.00 difference, but nothing
  absurdly out of the ordinary, nor caught right before dropping off our dog for surgery.
  
  Yes, I received a call from Furdunkin stating that they forgot to add a pain blocker onto the estimate and asked if we would like to add it at an additional cost of $250.00. We agreed. Our dog is older, and we wanted to provide as much comfort as possible.
  
  When we came to pick up our dog and went to settle up the bill, we were flabbergasted to receive a $3,700+  invoice. $2,854.06 plus the cost of the nerve blocker, $250.00, and the total should have come to $3,104.06. The high end of the estimate, which we were prepared to pay. Not a $600.00 upcharge.
  
  Yes, we disputed the bill and asked to speak with a manager. In the interim, we were left waiting in the waiting room. When the manager came out, there was no initial offer for privacy. Their first contact was to say they understand we have an issue with the bill. The conversation went back and forth in the waiting room until the manager finally suggested some privacy. If you are a manager whose been told there is a client with an issue about a bill and wishes to speak with you over it, why would you leave them sitting in the waiting room with other clientele? Why were those clients not asked to wait in an office with privacy? Why did the manager initiate the conversation in the waiting room?
  Resentfully the manager offered to lower the bill, and we paid $3,374.00, still $270 higher than the higher end of the estimate, including the cost of the nerve blocker.
  
  We left Furdunkins with no post-surgery instructions. We asked before leaving about the stitches as well as post surgery instructions and were told by the receptionist that the stitches were dissolvable. The only advice she gave us was to make our dog comfortable. It was also at this time I questioned whether our dog was prescribed antibiotics and the receptionist informed us that the surgeon must have elected not to provide them. The receptionist handed us our dog and wished us a good day.
  
  We noticed about a week later that our dog’s incision area was extremely red. After consulting with other veterinarians and against our better judgment, I called Furdunkin on June 27, 2022, and explained our dog’s situation. I got a negative response back stating along the lines of, what do you want us to do about it? Yes, I was irritated by the fact that I was being routed through the office manager. Even after I made it clear that this was a medical issue that needed to be addressed by the veterinarian. This was the
  last time I spoke with the manager. Dr. R*****, the Medical Director contacted me that day to discuss our dog, *****.
  From this point forward, I dealt directly with Dr. R*****. Off note, she was fantastic. And she wasn't the veterinarian who performed the surgery. She suggested that I provide pictures of Layla's incision by email instead of stressing her further. I agreed. I provided photos for several days. On July 6, Dr. R***** asked that we bring ***** in so she could better diagnose the area of concern because she felt it wasn’t healing properly. We made an appointment for July 7, 2022. After the examination, Dr. R***** told us that the stitches in our dog’s belly were NOT, in fact, dissolvable and needed to be taken out by a veterinarian. We paid for any medication prescribed by Dr. R*****, not for the follow-up office visit.
  
  I only have this to say in response to the manager’s comment about our other dog seen by Furdunkin. 
  That care was given under the name of Furdunkin, but by a veterinarian no longer associated with this outfit. And there was no monthly payment plan. The extent of their help to offset the “financial burden” was that I asked if they would hold the check for a couple of days until I rerouted funds. I wasn’t expecting a $600.00 bill, as we were not offered an estimate (written or verbal) for the services we elected for, and in our grief didn’t think to ask for.
  

  Regards,

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

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