ComplaintsforArmory Animal Hospital

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My cat was taken to this animal hospital as,he was extremely constipated, and his regular vet literally had no avaliable appts as soon as I needed. I knew one of the drs here at Armory when I had a dog 13 yrs ago and he does rehabilitation as well.. I never used him as a vet.. I took my cat on 3/15/23. ************* examined him...told me they'd give him fluids and an e**** and extract the impacted stool. Now my cat has had this issue many many times and his regular veterinarian ALWAYS manages to extract the stool. And even after enemas, my cat has a bowel movement. So I leave him. ************* phoned me about 1 30 saying that I wouldn't see him upon picking up my cat because he had an appointment, but I'd see his associate ************************** and a tech as well to discuss everything with me. I get a text at 3pm stating my cat is going to be ready at 4. I arrived at 4. I never met the vet, only a young tech who was wearing a mask and 6 ft away, I think the mask should've been off while she was explaining things to me as I couldn't understand everything that she said. I did make out that he received fluids, was given an e**** and told me they weren't able to extract the stool. And they sedated him to do this as my vet would. So basically my cat was kept there all day and sent home with a port in his paw to come back the next day, 3/16, for more fluids as they were going to give him another e**** and tried to extract the rest of the impacted stool. The first day he was all clean after the e**** Now from 2 years of this going on , my cat has been this impacted many many times and he ALWAYS has a bowel movement eventually within 1 day of the e**** So I take him home. I bring him back yesterday the 16th. I met with ************* at 10 am. She showed ne an xray they took the day before his e**** and supposedly they took one after. I never saw the after x-ray. She said how impacted he was, and I explained to her that he's been going through this alot as he doesn't eat wet food, only dry. I left him there. They texted me to pick him up at 4. When I met ************* she was running back and forth in and out of rooms while explaining his x-rays. Very unprofessional. So I said to the tech that she wasn't making a good impression and was rude. Apparently the tech told her. When I picked him up, he was alone in his crate on the floor in front of the receptionist desk and no one came out to speak to me about how everything went. I asked the receptionist ******* if he was ok and how did things go, her reply was ok I guess, I don't think they got anymore out. Really!!! After almost ******!!! Now I say bye and get in my car. I open the crate and see he's covered in feces, in his fur, around the ****. Everywhere! The day before he was bathed thoroughly as he should. It's unsanitary. I called from my car and asked the receptionist ******* why he wasn't bathed and she said they were busy.. that's part of payment.. you dont send an animal home in feces! Also they shaved all 4 legs. Why! He already had a port in from the day before. . It was for spite because I said ************* was rude.. I want my money back

  Business response

  03/22/2023

  Thank you for the opportunity to respond to the previous complaint.  Unfortunately there are many inaccuracies in the description of what transpired. I will try and address each issue.  Before doing so one thing to mention is that prior to opening on Friday the owner left an irate message demanding a full refund and also that she planned on getting an attorney.  With that in mind I decided to only reply in writing  since verbal communication can be misconstrued.  In the two emails I sent to her I corrected many of the errors that she described above

  Now to address the issues mentioned in her complaint:

  1) I called the owner so that she would not be surprised at time of discharge that she would not be speaking with me.  With discharges we often have previously scheduled appointments. At the time of discharge ************** was performing a euthanasia and that took priority. Additionally the tech responsible for discharge has a cat with a similar problem and so we decided her perspective would be helpful.  Lastly at time of discharge I was able to briefly pop in to discuss the case. At that time we decided it would be best to remove the IV catheter since her cat would not appreciate the Elizabethan collar that he would be required to keep the IV catheter in place.  I mention this since she suggested that he went home with a catheter which was simply not true.

   2) When she saw ************** the next morning she was shown his radiographs which are labelled automatically through the software at time of  image acquisition and was also shown a cat with a normal large intestine so she could appreciate the difference. I mention this because it is simply not possible for us to falsify the identity of  a radiographic image.

   3) Throughout the day he was given multiple enemas and was cleaned after he passed any stool.  He was also only in his carrier in the lobby for two minutes at most.  This was also explained to the owner via a second email.  The suggestion we would ever cause harm to any animal out of spite is simply egregious.

  4) In the second email that was sent to the owner I listed every service that we provided and the associated cost.  The owner should have been charged a little over $1000 for all that we provided and yet we discounted over $600 in services.

  5) In the email I also explained that discharge times are a challenge because they overlap with previously scheduled appointments. With this in mind we are very clear with the discharge tech in terms of what discharge instructions to review.

  6) With a pandemic still going on our protocol is to wear masks when interacting with any other person within the building. At the time of discharge the first day the tech spent close to an hour reviewing everything with the owner. If she could not understand something she had plenty of time to ask since there was no rush on this part.

  7) VERY IMPORTANT- Everything written above is documented in the record. Similar to the digital x-ray system the *** records whenever something is modified.  If the owner gave you approval I would be happy to forward the record for your review.  If this is done please take note of the time stamps of each entry and appreciate that they reflect the dates when treatment was provided.

  Thank you for your consideration

   

  *******************, DVM

  Customer response

  03/23/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I'm responding to ***************** answers in yesterday's statement
  
  First, let me begin by saying yes. I indeed left a message on Friday , March 17th,  after the 2 visits on Wednesday and Thursday.  I wasnt irate , but more disgusted with how everything was handled.  If the Dr thought it was irate, and emailing me would be better to communicate than a phonecall, I absolutely disagree with him. Emails can be misconstrued,  not phone calls. All good professionals would call and say " what can we do to rectify this ". Because that never happened with him or his staff..., I did in fact state that I would contact the Better Business Bureau and if needed my attorney .
  
  1) My cat was seen on the first day,. Wednesday the 15th of March.  ************* explained everything they would be doing,  and that they'd text me when my cat was ready to be picked up.  ************* did call me, as I stated in my complaint,  that I wouldn't be seeing him upon picking up my cat as he had an appt.  I'd be seeing his associate *************. I had no problem with that.  I was texted at 3, and they said I could arrive at 4pm to pick up my pet. And so I did. When I arrived I met with the tech only. She explained how her cat had similar issues...and what kinds of things my cat could eat to avoid any further problems.  I explained to her 6 x that he will not eat wet food as she kept stressing it over and over again,  and there is a prescription dry food that I buy him, and she said it's important for him to eat it. Once again,  I stressed that I've been trying to get him to acquire a taste for it for over a year, but she just kept repeating the same thing as if I weren't even speaking.  It was difficult to catch alot of what she said,  as they are wearing masks,  but in my opinion,  when you are speaking with the animal's advocate,  and are 6 ft away, it should be removed so that the advocate,  being myself,  can understand your words clearly instead of muffled answers.  I never once stated that she rushed me out, or as the Dr ************ that she didn't spend much time with me.  She absolutely did not sornd an hour with me. Maybe 15 mins at best.He popped his head in the room for a few seconds,  never saying anything to me,  and afterwards.  I asked the tech where ************* was,  I stated the vet as I didn't know her name at that time,, and she replied that she was busy and wouldn't be joining us. So I didn't get full information about whether or not my cat had a bowel movement or 2, or how many enemas he was given, and they were supposed to sedate him and manually extract the stool, and I still wasn't made aware of how everything went., meaning how successful they were in extracting stool., or if he moved his bowels.  At no time did ************* ever mention removing the IV port my cat had in his front paw. He suggested the cone for him to wear, and I stated that would not be good,  as my cat wouldn't be able to eat, sleep, or mostly go into his covered litter box. It was his idea to send him home with the port in.  I was ok with that
  
  2) He came home with his port in his paw and it was wrapped up thoroughly.  He was going back the next morning for fluids and possibly more enemas and sedation again to further extract any impacted stool. 
  
  Let me be clear,  as ************* seems to deflect from all questions I have asked him in emails, he tends to focus on what he feels is necessary to say. I never said that I felt they were trying to harm my cat..  I literally don't know why he is even saying this when I never suggested that.  
  
  3) I arrived in the morning on Thursday at 10 am. Dropped my cat off, but first spoke with a tech and *************,  who apparently had just come in it seemed, I can't be sure.  But I was told they took x-rays before and after whatever they did to my cat. ************* showed me the before only xray. She compared it to one sent over from my regular veterinarian along with recent blood work. As she was explaining,  she was very flighty, by that I mean she did not stay in one spot and explain things to me,  rather she was in and out of various rooms while talking, and I obviously couldn't hear her again due to her mask.  The tech stated that my cat was in good hands, and ************* was a great veterinarian.  Well from my observation I had to state that my first impression of her wasn't that great.  Again, ************* speaks of falsified xrays.  I never suggested that he did or his staff. He deflects once again on something I spoke nothing about 
  
  4)  When I picked my cat up on the Wed,  his first visit, he was all bathed and clean from any feces,, which is in fact unsanitary to my pet and myself if he wasn't cleaned. . On the Thursday when I picked him up, all was different. .

   I entered the facility after texting them I was there.. they told me to come in and get my cat. I walked in to see his crate on the floor in front of the receptionist desk and I asked the receptionist where is everyone? Isn't anyone going to speak to me to tell me how my pet made out. She replied they were all busy. Now ************* can say my cat was there 2 minutes,  or 30 minutes.  I have no idea as I wasn't inside.  However, I found it very unprofessional to do that. How would he feel if his pet were left there and no one made the time, even 5 minutes,  to talk to the customer who paid for good service. ************* also keeps stating how the bill should've been over ****. If that is the case then why charge me cheaper?? I have no problem with paying, for professional service.  As he stated I'm my cats advocate and as his advocate I am entitled to answers about his treatment.  But rather than be professional and call me to explain things to me, a little message shouldn't stop a true professional.  

  
  I never asked him to reduce his fees. If that's the case, he did it on his own free will. You do things for people because you want to,  not to use as ammo against them.  I paid my bill and said goodbye to the receptionist.  " In the parking lot  , not while I was driving, but parked in his lot, I opened my cats crate to discover him with f**** in his fur., around his ******, in his tail and feet. I was appalled as they bathed him the day before.  It shouldn't matter what other appointments you have, they knew perfectly well I was arriving at a scheduled time,  it's only courtesy to have a vet or a tech available to speak with the advocate 
  
  I also noticed that all 4 of my cats legs had been shaved. He looks like he is wearing socks. I couldn't fathom why as he had a port in when I dropped him off in the am. 
  I immediately called Armory Animal Hospital from the car and spoke with the receptionist who had the " I dont know response and that everyone was busy when I asked for answers about my cat being in f**** and the shaved legs. That was not necessary to do. 
  
  I dont consider this professional behavior at all. He was paid. It's not as though I cheated him out of money. However my pet was cheated and so was I. I never got a call from him, and I sent a final email asking to please tell my why they made a mess out of him by shaving all 3 other legs. 
  
  5) He never explained about discharge times in his emails.  I have them. And that should not matter. You have a patient.  You make time for each and every one of them. They seemed very well staffed. The animal shouldn't have to sit in his own f**** In his email he stated that on the ride home,  bumps could have an effect on him releasing stool. This was not the case.  We were in the lot of the hospital.  My cat should've been washed thoroughly as again its unsanitary for him and myself.  Never did I say they were harming him, which ************* stated in his emails.  
  
  6) VERY IMPORTANT: I tell things as I see them.  There was no reason for shaving his 3 other legs,,he looks like a French poodle, especially when a port was in.. I have photos if needed.. I do not know why ************* feels the need to deflect on the issues that need to be addressed.  Shaving his legs unnecessarily,  sending him home covered in feces, when his reply was via email we put a pad in his crate. You wash him. As a professional you should not have to be told,  and you should have been a professional and telephoned me saying ok, I see you're upset,  how can we fix this situation.  That's what a good professional would do,  not send me a few emails and state that if I were to call, no one would have any contact with me.  Like I was a criminal.  Very disappointing behavior and it's a disgrace.  Did a phone message that was truthful frighten him so I couldn't get any answers at all about what exactly was done to my cat, how he made out, was it successful,  etc etc.  Or explaining why they left him in f**** and why they shaved his other legs when he already had a port in.
  
  I deserved answers 
  After leaving the last day, the tech did say to me, do you want to bring him back tomorrow for more IV fluids? That was ******** . 
  
  My cat was not dehydrated as his veterinarian had seen him a week before.  
  
  I just want this awful situation to be rectified and not have someone throwing smoke screens mybway instead of being professional and answering all questions.  If I cannot call or email him, how am I supposed to get answers? In a dream? That is so unfair and wrong by all standards 
  
  Sincerely
  *************************;
  

  
  

  Business response

  03/27/2023

  I am replying to the consumer's response and will address as many inaccuracies as possible. Unfortunately I do have to see patients and can't spend all day with so many inaccuracies.

   As explained in the email, once a person threatens to involve a lawyer I refuse to have verbal communication since verbal communication  is hard to verify compared to the written word. We have a recording of her irate voice mail so if you'd like the BBB can judge that one for themselves.

  In the discharge room the tech was present for forty minutes. After the visit she then spoke another fifteen minutes in the lobby going over additional questions.  We happen to have video cameras in the lobby and it's easy to prove her statement is incorrect based on time stamps.

  The statement that I did not explain anything about the catheter is completely false.  The owner was provided two options.  The first was we leave the catheter in and he has to wear an Elizabethan collar.  The second option was to remove the catheter and that way he won't need a lampshade. I gave the opinion that if we need to give fluids tomorrow wee can just do fluids under the skin and I think he would prefer this. She agreed and so the IV catheter was removed.  The idea that a catheter was left in is completely false. After removing the catheter the tech mentioned that there is a bandage that can be removed when she gets home. The owner did not follow this simple instruction since we removed the bandage the following morning.

   The owner obviously suggested that we were trying to harm her cat.  This is a natural extension from the multiple times she stated that we did not clean her cat out of spite since she said one of our team members rude.  Using the word spite and then suggesting we did not provide sanitary care is the absolute  definition of implying that we are trying to harm her pet.

  Out of kindness we discounted the fees because when I first saw Tiger I did not realize the extent of his impaction.  This was done out of kindness.  The idea that she never asked us to reduce our fees is so completely false. Just read the communication records ( written emails) that the owner sent and it's clear this is wrong.

   

  Also since she keeps asking for money back it's pretty clear she had an issue.  Additionally if she bothered to read my reply accurately  she'd notice that I described myself as her cat's advocate. I gave her a sense of the costs involved because this problem will occur in the future and I wanted her to be prepared financially wherever she chooses to seek treatment.

  Customer response

  03/28/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Let me start by saying that ************* is clearly implying that I have a problem? What kind of problem.  I am clearly my cats advocate,  not him. Once again in his incorrect statement, I NEVER implied they were trying to harm my cat. I have asked numerous times via email and thru the BBB as to why all 4 paws were shaved. . He removed the catheter,, and my kitty came home with the port in his paw.. it was wrapped great. . I don't undunderstand why this Dr repeatedly deflects from the issue at hand. I am aware my voice was irate as he explained it, and rightfully so. My cat was covered in feces, and I have several witnesses who saw it. It did not happen on the ride home.  I noticed it in the parking lot of his establishment.  If he had been professional enough to telephone me, and simply have the attitude,  well apparently this client is dissatisfied,  let's rectify it. Instead an irate tone prevents him from calling me to explain things about what went on with my cat. I am entitled to answers.  He banned me from calling or emailing.  Over a message that he describes as irate? Are we children or adults ?? 
  
  I dont want to argue with him as it appears he apparently likes to slander people saying there's something wrong with me? He can play his recording all he desires.  Yes I will own what I said. I wasnt using profanity,  just saying how I felt. I guess some people can't handle the truth.  
  
  My vet has requested the records from those 2 visits which ************* had yet to provide.  I'm amazed at this behavior 
  
  As for recordings of me speaking to the receptionist,  she didn't tell me much, as I'm sure she didn't know being that she didn't give my cat enemas or anything else.  If it was 15 minutes,  so? What does that prove 
  
  ***************** behavior tells me he apparently has a problem with someone telling how they feel. I listen, and him implying that I don't, is extremely unprofessional on his part and childish.  I absolutely mentioned my lawyer if the BBB was unable to resolve this.  I was very nervous about my pet and I don't remember my exact wording but I wasn't pleases, and my tone proved that.  But I never used profanity or anything else.  If he continues to insult me rather than be a professional,  I'll have to take further action. 
  
  I want an answer as to why my cats 4 paws were shaved. He continues to deflect from that question.  Instead he insults me. Very unprofessional 
  
  I am my cats advocate and I am entitled to answers.  How am I supposed to get them??? I can't call or email.  Please tell me how I'm supposed to get answers.  Will they come to me in my dreams.  I'm sorry but it's absolutely foolish on his part. 
  
  I'm not implying an injury towards my cat. ************* did in fact leave the port in.  I never said catheter, , if I did it was an error. I myself have had ports.  They wanted to keep it in for him to receive fluids again the next day and I said that was fine. He was wrapped great.  There was a port as I saw it and so did my father and fiancee. I know this as u kept checking him to make sure he didn't chew at the wrapping,  and he didn't. If a port comes out, you can bleed out. So I kept a constant eye on my cat to be sure he didn't go near the dressing wrapped around it. ************* told me port was going to be left in. I had no problem with that.  I have several witnesses who saw it. I don't understand why he's once again stating things that are false 
  
  I want my records sent to my veterinarian,  mercy animal hospital as *************** needs to see what was done. How can he keep them from my vet? Again, just be professional.  You got paid for what you did.  Just do the right thing and tell me exactly what was done to my cat....I want to know why my cats 4 legs were shaved.  My veterinarian even commented on that today 
  
  
  If ************* chose to discount my visit,  that was his choice and you do things for people because you want to,  not to use it against them
  
  I never dreamed that I'd be dealing with this immaturity.  When you go to a professional,  you expect professional treatment.  I understand that he had other patients.  My complaint was that upon his final discharge,  NO ONE explained anything.  No tech came out . My cat was at the receptionist desk in his carrier on the floor. Maybe it was a few minutes but time isn't the issue. You are the dr. **** time to speak to your paying clients and explain things to them 
  
  
  Please, your cameras mean nothing. You're hiding behind them when instead you should have called me, no matter how irate I sounded in your opinion.  I had every right to be,  but as a professional you shouldn't expect people to be pleased with everything you do.  Sometimes they are not, and you should be able to handle that

  In closing,  I just want this to be resolved.  Not to have a veterinarian imply false things about me...like implying I have problems,  to me, that's implying mental issues. That is slandering my name, and my capabilities . Shame on him   I assure you that I am not a stupid woman.  I just ask that he explain why he shaved all 4 of my cats legs... for the 6th time. He looks like a poodle. And I want any records sent to my veterinarian,  which is ***************...Mercy Animal Hospital.  I paid for services,  and I am without answers all because my tone of voice on his machine troubled him. Did I physically threaten him? Absolutely not.  I did say I'd contact the Better Business Bureau and my attorney.... if he had simply taken a few minutes to telephone me,  I would not be involved in this ***** he said, she said.  I never implied he was trying to harm my cat. Please stop with twisting my words. I expected more from a professional veterinarian. Just answer the questions 
  

  
  

  ************* needs to understand that when you give an animal enemas and extract stool from them, you don't send them home absolutely filthy in f**** It's unsanitary.  Why is it that they bathed him the first day. And the second day they sent him home packed with f**** in his fur???? I am a very educated person. And it appears that after I made a few honest comments,  my cat wasn't bathed. That doesn't imply harm. It implies neglect.  Unprofessional behavior 

  Sincerely 

  *************************; 

*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. ↩