ComplaintsforUpstate Vet Emergency & Specialty Care

• Initial Complaint

  09/12/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I took my dog Pacey to Upstate Vet on 9/4/24 around 2 AM. He had been vomiting since I got home from work around 5:30 PM on 9/3. He didn't stop and got worse so I took him. They did not do any bloodwork, did some xrays, said not an obstruction, gave him an anti-nausea shot and some anti-nausea meds, some fluids under the skin (not an IV) and sent us home. I took him to my local vet ******* ***) on 9/4/24 at 9 AM. Pacey was very lethargic and had not ate or drank since Tuesday. This was Thursday morning. He was essentially crashing then and they immediately put him on oxygen, gave him IV fluids and meds and did bloodwork. I gave them my records from Upstate Vet. They were concerned that Upstate Vet did not do any bloodwork. Pacey's results from his bloodwork were horrific and they couldn't understand why. He stayed there all day until they closed at 5 PM when i picked him up and monitored him all through the night. ****** *** had a mobile vet specialist coming on Friday 9/6/24 to do a ultrasound that he needed to figure out what was wrong. I took him back to ****** *** at opening time 7 AM on 9/6. Unfortunately, they called me around 9:50 AM to tell me he had passed away. They did an autopsy which revealed an obstruction in his bowels and a perforation. If Upstate Vet would have done bloodwork they would have known how sick he was and could have done the tests in their office to find out the obstruction/perforation and he most likely could have been saved on 9/4 when we took him there. I am very upset about this. I contacted Upstate Vet and told them everything, spoke to Vanessa *** ************** and requested a refund. She verbally told me no on 9/10/24 and emailed me on 9/11/24. See attached. Pacey threw up 8 times in their office in a 2 hour period and I told him he had vomited at least 7 times before we got there. They failed to correctly diagnose my 8 1/2 year dog which led to his death. A full or partial refund is requested. Thank you.

  Business response

  09/17/2024

  We are very sorry for your loss of Pacey.  As you stated, Pacey was presented to Upstate Vet on 9/4/24 for acute onset of vomiting.  During that visit, radiographs were performed, which did not show overt evidence of an obstruction.  Differentials listed by the attending veterinarian were gastroenteritis or partial foreign body.  Pacey was sent home with discharges that gave information on diet for gastroenteritis and stated "Stressed if not improving to have rechecked."  You recognized that Pacey continued to not improve by the following morning and took him to another veterinarian.  You did not return to Upstate Vet for further care and we are unable to comment on what happened after that point.  

  Customer response

  09/17/2024

  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. 
  
  Part of Upstate Vet's response states, "You did not return to Upstate Vet for further care and we are unable to comment on what happened after that point." That is not true as I provided them with the medical records from ****** *** and the Medical Director at Upstate Vet told me she had the chance to speak to someone at ****** *** as well. At a minimum I feel they should offer a partial refund for the radiographs which obviously were inaccurate or the vet who saw Pacey, Sarah R****** did not know how to interpret because she verbally told me and my son that there was no obstruction. Clearly there was, and now Pacey is dead.
  
  Regards,
  
  ******** ******

  Business response

  09/19/2024

  We were provided with records from the veterinary clinic; however, we were not present for any discussions and decisions made between *** ****** and her veterinarian.  Therefore, we refrain from any comments on care provided from another hospital.

  Customer response

  09/19/2024

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while the resolution is not satisfactory to me, I am reviewing my other legal options so this case can be closed.
  
  Regards,
  
  ******** ******

• Initial Complaint

  01/17/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On Friday, 1/13/23, I took my cat, *****, to Upstate Vet Emergency Clinic in Greenville, SC at the suggestion of my vet because it was the weekend. ***** was having complications from diabetes. He became lethargic & had stopped eating. Overall, his appearance did not seem grave. Upon admission, they told me that the costs would be between 2k-4k & that by all accounts he should be able to come home by Monday. They never once gave me any indication that they couldn't help stabilize him & get him on the road to recovery. I had to pay $2k upfront on 1/13/23. The attending doctor called me twice on Saturday, 1/14/23 with updates. Both times she told me he was good & comfortably, but evaded any prognosis. So, I was still under the assumption that he was treatable. By Sunday morning I get another call from her that he wasn't doing as good as expect & that he would need to stay until at least mid-week & that I would be looking at at least a 6k total cost. Still she evaded any prognosis, giving me the immediate feeling that their number one priority is the money. I called her back the afternoon of 1/15/23 & told her I was coming to get ***** & to give me at-home care instructions until I could get him back to his normal vet on 1/16/23. She did & I had to pay an additional charge $1522.74 upon his discharge. I was dumbfounded when I picked ***** up. He was not a cat in stable & comfortable condition. He was very ill & by all accounts in very serious if not grave condition. I took him to our regular vet first thing on 1/16/23, after personally administering all meds & fluids as per Upstate Vets instructions the night before. Our vet had already gotten all of the records from Upstate Vet and after reviewing them, it was obvious that his prognosis was very grim. We made the decision right then that euthanasia was the best thing for *****. I was completely misled & taken advantage of by Upstate Veterinary Emergency Clinc. Their number one priority is money not healthcare!

  Business response

  01/18/2023

  We take all client concerns seriously and do all we can to speak to clients when there is a concern.  We truly welcome the opportunity to improve by listening to our clients.  I have reached out to Ms. ****** myself and have had a positive discussion with her.  If there are further questions, I can be reached at ************@upstatevet.com or 864-******** x***.  

   

  Thank you.

  Rana

  Customer response

  01/19/2023

  Better Business Bureau,
  
  I have reviewed the response made by the business in reference to complaint ID ********, and we are working towards a resolution. Upstate Vet provides a very vital service to our community, so I hope that at least some of my concerns, as well as the suggestions I made, were taken to heart. Clear communication and honest conversations, with all pet parents, are of the utmost importance from the time a pet is admitted to the time it is discharged. If they had just been honest and realistic, no matter how tough those conversations can be, it would have saved myself and my beloved cat a lot of pain and agony. Not to mention what it did to my bank account.

  
  Regards,
  
  *** ****** 

*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. ↩