ComplaintsforAnimal Emergency Center of Killeen

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I visited this place on March 31st, 2024. I paid ****** for x-rays, vet visit, and IV fluid for my dog. When asked to see the x-rays you could hear them blatantly laughing about it and making fun of me for asking. The Vet seemed completely annoyed and proceeded to tell me my dog was going to die if he didn't get hospitalized and into surgery ASAP. I said I was going to have a second opinion from my normal vet the next day and would like copies of the x-rays and a detailed report of today's visit. They proceeded to send me this report which completely says my dog is in "acceptable limits" and fine. Completely opposite of what they told me! They did nothing and so clearly they were just after money and based on all the other reviews staff is known for laughing at paying customers. My dog was seen my his normal vet on April 1st, 2024 and he is RECOVERING. Surgery was radical and not accurate and to laugh about it all is so heinous and cruel. I honestly want a refund! The vet did nothing but create fear based ideas to get more money. I saw the vet for 1 minutes and was ushered out promptly after saying I was getting second opinion. The normal vet looked over the x-rays and did more for me today then this terrible business. NEVER laugh at customers, especially at an emergency vet clinic being told their dog is going to die! These people are Con Artists.

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The date of the transaction was June 7th, 2023. I took my dog to the emergency vet because he was urinating blood. They gave him antibiotics and steroids that didnt work and claimed to give him an ultrasound and a urine analysis. They gave him a urine analysis but never an ultrasound. I paid 357 dollars. The antibiotics and steroids did not work. He is now at a different vet on the verge of kidney failure because they failed to provide efficient treatment. I now have to pay 700+ dollars on top of ******* I already had to pay for the treatment at Animal Emergency Center in Killeen.

  Business response

  07/27/2023

  We regret any inconvenience or frustration you may have encountered during your visit. Due to the nature of our emergency clinic, costs are higher than your regular veterinarian's office, but similar in pricing to other emergency facilities nearby. We understand this can be extremely frustrating during an emergency situation. We do provide and accept other payment options such as CareCredit and ********** as we understand emergencies can happen when we least expect it. Since the patient was having issues 4-5 days prior, he did receive a urinalysis with a ultrasound guided cystocentesis. The ultrasound guided cystocentesis is not a full ultrasound and we apologize if that was miscommunicated. We take all reviews seriously, whether positive or negative, and we value your feedback. We sincerely hope your pet gets to feeling better soon.

  Customer response

  07/27/2023

  Complaint: 20244786
  
  I am rejecting this response because: You did not explain to me that it wasnt an ultrasound and I would like an explanation of what exactly it was that you did. I would like to resolve this a different way. I have paid you guys to help my dog and instead it was made worse. Since he did not receive the help he needed there at your clinic, his growth has gotten bigger and he now needs surgery. If we would have caught it weeks ago when I brought him there, he could have had this resolved by avoiding a massive surgery. 
  
  Regards,
  
  *************************

• Initial Complaint

  09/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Monday August 1, 2022 around 11:10 pm I called the Animal Emergency Center of Killeen (AECK) regarding my dog, ******. I was told that it costed $100 to have my pet examined by a doctor. Around 11:30 pm, I arrived at (AECK). I informed ******************** that ****** had not eaten for 3 days, was vomiting, had soft stool, and suffered from annual allergies. ******************** immediately recommended blood work be done. She gave me two treatment plans. The first was for medication and a hydration pack that was over $400. The second was medication, hydration pack, and blood work which was $701.66. I was completely shocked! I informed her that ******'s primary doctor normally gives her a shot and she's good after a few hours. ******************** insisted that the blood work be conducted. At this moment I'm scared and under the impression that ****** is about to die. I reluctantly followed what ******************** had recommended. The doctor then came back into the office and recommended a shot for pain that was an additional cost. I left (AECK), on Tuesday morning, August 2, 2022 paying $739.98, I had medication for my dog and was told if she wasn't eating after 48 hours she may have to be hospitalized. Tuesday, August 2, 2022, my dog was now vomiting the medication provided by (AECK). Wednesday, August 3, 2022, I called my primary vet crying thinking my dog was about to die. The primary vet examined her and saw that my dogs tonsils were 50% larger than normal and that's why she wasn't eating. He gave her an antibiotic shot to reduce the enlargement of her tonsils and after 3 hours my dog was eating, she wasn't vomiting, and stool was firming back up. ******************** diagnosed the worst case scenario. I don't understand how I paid $100 for an exam and she didn't see the tonsils were enlarged. The root cause of ******'s issues were the tonsils. It's been over 30 days and (AECK) have not reached back out to me regarding the discrepancy between their diagnosis and the primary doctor.

  Business response

  09/21/2022

  I am the National Medical Director for ER's with Valley Veterinary Care.  I have examined the records and I do not see where anything was done that wasn't appropriate.  The blood work showed the dog has a Pancreatitis by an abnormal cPli test.  Typically and best medicine these patients are hospitalized and treated with IV fluids, stomach protectants, anti-emetics, and Metronidazole. The owner declined to against hospitalization and so the dog was sent home on with an injection of an anti-emetic, given fluids under skin and oral metronidazole.  This is normal standard treatment for pancreatitis.  The dog was already vomiting and so the risk of going home and not given IV medications they can continue to vomit any oral medication that they need. The dog was taken to their *** 48 hours later and the *** said the tonsils were swollen.  I have no idea if they were initially but I do know tonsilitis is very rare in dogs.  I also know an injection of an antibiotic alone will not cure a tonsilitis in 24 hours. The *** records does not say which antibiotic was used.  The dog probably stopped vomiting when they stopped the metronidazole and then got better on its own at that point.  Most pancreatitis will get better in 48 hours or turn much worse.  I believe the dog was treated appropriately for the clinical signs and the blood test results. Clinical signs of pancreatitis would be not eating, vomiting and diarrhea.  Clinical signs of tonsilitis or swollen tonsils would not be vomiting or diarrhea but more likely coughing.  If you have further questions you can contact me at *********************************.  

  Customer response

  09/21/2022

  Complaint: 17921522
  
  I am rejecting this response because: during the exam the doctor should have noticed that ******'s tonsils were swollen.  This is why she wasn't eating. After going days without eating her stomach acid flared up which caused her vomiting. Small dogs are prone to having allergy issues and tonsillitis. Had the doctor properly examined ****** blood work would not have been needed. The doctor would have treated the tonsillitis which caused all of her issues. I informed doctor **************** that ****** suffered from allergies. I cannot recommend anyone to The Animal Emergency Center of Killeen. When the "so-called" Specialist charge $100 for an exam and fails to notice that a small dog's tonsils are enlarged by 50%. This is not an oversight by a tenured Specialist this is an oversight by someone in training. The Animal Emergency Center of Killeen is a complete rip off. They purposely diagnose the worst case scenario to get the most money out of caring pet owners. This is a mistake I will NEVER make again. 
  
  Regards,
  
  *************************

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