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Complaint Details
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Initial Complaint
05/21/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
On May 14th, 2024 I called Big Country vet in Abilene to examine a 5 lb kitten that my 85 lb bulldog had mauled. The kitten was unable to walk well - stumbled over to the wall and ran into the wall as if it couldn’t see . It appeared to have neurological damage and possible internal injury so I took it into the vet for examination. The assistant looked at the kitten first and said it needed x-rays but then went to ask the doctor. When Dr Adam Arche came in he felt around on the cats back legs and said it didn’t need x-rays. They took it to the back to draw blood to check for feline leukemia which the assistant came back and said it was negative. The doctor didn’t examine the kitten any further even after I told him that the kitten had probably been crushed and could have neurological damage. He didn’t check for internal injury either. He concluded that the kitten probably had muscle strain and then thinking the kitten might be ok and going on the expertise of the vet I allowed them to give the kitten a rabies shot and immunizations - The assistant brought A small container of onsior with 3 - 6 mg tablets and said to give one for 3 days for pain and inflammation an bring the kitten back in a week. Well, the kitten never walked or drank or ate again. Only laid there and moaned not wanting me to touch her. I comforted her and kept her in a clean kennel and tried to offer water but she meowed “no” and on May 16th she died! I have contacted Big Country vet 4 times to resolve the issue of reimbursement of $269.02 that I spend for immunizations. I believe the kitten was critically injured and ignored without getting proper vet care. I believe the kitten needed to be euthanized instead of treated as if it wasn’t badly hurt and unable to recovery - instead it spent 2 days in pain before dying.Business response
06/02/2024
I am terribly sorry for the loss of your recently found kitten. This is an unfortunate consequence of newly adopted adolescent cats at times. It can become very complicated when a complete medical history is inherently ambiguous, such as with a stray. An owner and their veterinarian, together and in agreement, must utilize their best discretion when approaching these situations with both parties hoping for the best and doing what is most appropriate for the patient on the day he/she is presented to the veterinary clinic.
Unfortunately, in our industry - a scenario such as with "Little Black Kitten" can occur and is always challenging. Included in the cost described above was a diagnostic test performed, treatments administered (deworming) as well as immunizations requested. Also - refills obtained from another pet in the household were included on this invoice. All products invoiced incur a cost to the veterinary facility that is then carried over to the client requesting the treatment(s) etc. If a veterinary facility were to elect to refund money when poor outcomes develop - they would struggle to continue with business operations.
Again, very sorry for your pet and the outcome a few days after her visit to our facility. At Big Country Veterinary Clinic, we always strive to do our absolute best for the patients we treat and will continue to do so.
Kindly,
Dr. Adam Arche
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.