ComplaintsforPaws and Claws

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This vets office would not return or answer my urgent calls about the aftercare and follow-up visit for my dog after having surgery. The office staff is unethical in that they did not answer or return my urgent calls. I literally had to get the Doctors personal cell number and text him (see screenshots) to get them to call me back. This was a serious surgery that could have become infected and affect my dogs health and even his LIFE! Then Doctor ***** laughed it off after doing a horrible job on the stitching left FOUR stitches in which I had to come back and pay him AGAIN!! They had also increased their quote ONLY AFTER THEY HAD MY DOG PREPPED FOR SURGERY OVER $700!! I do not care as much about the money as I do the ethics of this business. Their vet tech **** is unprofessional and verbally abusive to the animals. After talking to many people in the industry this company, Dr ***** and **** have gotten a reputation for this type of behavior. All I want is for everyone to know about them and for them to be held responsible for their unethical business pratice. However I do believe I should have only been charged for the original quote of $900-$1000. They waited to increase the price after they had my dog in their care!!! And then made me feel guilty for asking them to work with me on the bill. Which what I was asking but the vet tech **** never allowed me to speak was to maybe do payments or something like that. My dog had cancer that was being removed and I felt like I had no choice. People shouldn't be treated like that. And AFTER I PAID them THEY WOULDN'T ANSWER OR RETURN MY URGENT CALLS for help regarding the stitching that had busted open. You can see from my texts messages Dr ***** was fully aware of his staff but didn't do anything to resolve it. It was so shocking to have a business operate this way.

  Business response

  03/30/2022

  Business Response /* (1000, 5, 2022/03/22) */ This claim is being disputed. The patient who is a 106 lb rottweiler. On 10/4/21 we spoke with her ex husband **** ****** and had in documented in the records that the surgery would be between 900-1400. The day the patient arrived he also had dual ear infections and because it was a very bad ear infection Dr.***** opted to use a strong ear med known as Amackacin this is an expensive medication and we were not aware prior to the surgery date that the patient had any ear infection. We had approval from **** ****** as he is the one who dropped off the animal that morning. We removed several other growths on the patient for which they were not charged for (it was even stated on the receipt a discount for family and friends of $452.73). When the patient came in for a Suture removal the site had opened in some areas. As stated in our notes. This is a 106lb dog with a difficult area of incision. We treated as the injury was presented to us in the way that Dr.***** thought was best. As for the ignoring her calls complaint. We are a 1 veterinarian practice with only 2 receptionists available. We get calls constantly and have to juggle all of those calls, There was no malicious intent involved, we simply could not get to the phone. We have multiple methods of being reached such as email, phone and Facebook Messenger. Every time she would call the practice she was rude to staff while we understand that that can be chopped up to frustration and concern it did not matter how nice we were her attitude was the same towards the front desk staff. Mr.****** her Ex-husband was very understanding and allowed us to explain why we were doing the things we were doing. This final conversation that occurred with this client was on the realm of her wanting a refill of ketoconazole called into the pharmacy (the last time she had us call in a script was august of 2021 with 3 refills of a 30 day supply the patient should have been out of it in November If the meds were given as instructed.) This patient has been on Cyclosporin for his skin. If the animal is to remain on both of these medications the patient has to be monitored with bloodwork as if can affect his kidney and liver. This made the client unhappy After Realizing that there was nothing to be done to make this client happy, Dr. ***** decided to let her go as a client. When we spoke to Her ex-husband on the phone as he called asking for records. **** spoke to him and said we could recommended a veterinary dermatologist as the patient has skin issues as well. We will fax the records for your knowledge as we have documentation for the times that the patient came in for appointments.

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