ComplaintsforJackson Pet Emergency Clinic

• Initial Complaint

  05/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog to this vet and was charged $700. NOTHING was done for her. The vet sedated her and did X-rays and sent us home. They told me she had to have a bowl movement. That was why she was at the vet because she couldn't have one! Also, there was absolutely no need to sedate her. I drove two hours the next day and brought her back because she was worse. I sat there for four hours just to have them tell me it would be an additional $1100 for them to see her again. I left, took her to my vet and within a few minutes they found out what was wrong and fixed the issue for less than $400. The lady I spoke with regarding my complaint said she took this matter before the board, and they agreed to send me a check for $90 for the sedation fee. OUTRAGEOUS!! I feel that I should at least get 1/2, if not all they money I gave them.

  Business response

  06/13/2022

  ***************** was seen by our doctor and she paid for the services that she approved with a signed estimate.  She approved X-rays, and an X-ray consult as well as sedation, and a Cerenia injection.  I offered her a refund of $90.00 of the sedation fee. That did not make her happy.  I explained to her on two occasions she paid for services that were rendered to her pet. She will receive the $90 by check. She accepted the charges when she approved and signed the estimate.
  

  Customer response

  06/21/2022

   
  Complaint: 17409438
  
  I am rejecting this response because:  

  My dog did not receive ANY medical treatment at your facility.  She was **rayed and sent home.  She was also sedated for the **rays and there was no need for it.  We came there looking to get my dog help and all we received was overpriced **** for nothing!  We even returned the next day and sat there for hours before being told we'd have to pay an additional $1,000.  After not being seen for hours the second night we left.  Took her to our local vet where they helped her within minutes for literally less than a 1/3 of what you guys charged us for nothing! The fact that your facility sees nothing wrong with this is an outrage!  I see why you have the rating you have on Google! 
  
  Sincerely,
  
  *************************

  Business response

  07/15/2022

  Good morning,

  I received a letter from the BBB in reference to a complaint made by ************************* 5/23/22. I responded to the complaint online in June.  ***************** was seen in our clinic on 4/26/22, for which she received the following services.  Emergency Exam Fee $120, 3 views radiography $200, Radiology Consult $205 (radiographs were sent to a board certified radiologist), Sedation $90, Cerenia injection $55.40, and Biohazard fee $15.00.  ***************** approved and signed the treatment estimate on 4/26/22 the services were performed. Per the consult if the pet did not improve in ***** hours, the pet should return for IV fluids. On 4/27/22 ***************** returned to the clinic and was offered a treatment estimate for IV fluids, and a follow up radiograph to see if there was any movement in the bowels. She is correct that she had to wait for hours, we had two actively seizing patients, 3 pets in the oxygen cages, and a cardiac arrest.  However, she chose to leave without treatment. She was not charged for anything on 4/27/22.
  

  She has posted a rebuttal, and I am unable to answer online.  There is no portal to sign in.
  

  We will not refund any further money to her.  She signed the treatment estimate, ***************** was fully aware of the charges. She accepted, signed and she paid for the services she received on 4/26/22. 

  Attached you will find her signed estimate, the treatment option that was offered to her the following day and radiography consultation.
  

  
  

  Respectfully,
  

  
  

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

  Clinic Manager

   

*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. ↩