ComplaintsforUnion Animal Hospital

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On November 14 of 2022 I took my dog to union animal hospital for an urgent care exam. I was told she would need blood tests but if was going to be a hit and miss on telling them what was wrong. Thus they would need xrays also plus probably hospitalization. The vet said to take my dogs age also into consideration. Now I'm looking at thousands of dollars for care. I made the the decision of euthanasia due to being 11 years old. When I was showed the pricing I was told a mass cremation I would get my dogs ashes back but possibly with other dogs. I also chose and urn which was free with cremation.So November 21st of 2022 I called to inquire about her ashes and it sent me to text with the clinic. They informed me that I dont get ashes back for the option I chose for cremation that only private cremation they give ashes back. They also said the vet tech gave me the wrong information the day I euthanized my service dog of 11 years. If I knew that I wasn't getting her ashes I would have chose private cremation. Also my receipt it shows I picked an urn. They told me urns were only for private cremations. Why would i choose and urn the day I put her to sleep if I'm not getting my dogs ashes? All they could do was offer a sorry. I would have never brought my dog here if this was the issue. They cared only about money it seemed like. I dont have my dog anymore let alone her ashes.

  Business response

  11/22/2022

  We are truly sorry for the verbal miscommunication that occurred between you and the assistant while in our office. We understand she talked to you about a semi-private cremation but none of the crematory services in our area offer that option.  We provided you the written form with the various options available to you and that option is not listed because it is not available.  When filing out the form you selected the mass cremation option, one of two options listed, and it clearly states on that selection you do not get your pet's ashes back. We can provide that document if necessary but as you know it is not digital.

  We are not able to provide a refund for a service that was not provided to you even if it was mentioned.   Furthermore you were not charged for that service only for the options you selected on the authorization form.  When our receptionist learned of your unfortunate situation she contacted the company that does the cremations and they confirmed that was not an option and had it been one we would have happily requested a change but it is simply not possible, and that is outside our control. We are an honest business and rather than be dishonest and give you something that we know would not have your pet in it we have chosen to be honest with you. Sadly the only way for you to get your pet's ashes back was to have opted for the private cremation, which was listed as the only other option on the form, not the mass cremation option.

  We understand the loss of a pet is hard enough without the added sadness of having an expectation of something that is simply not possible and was not chosen. Ultimately it was an unfortunate verbal misunderstanding and we try to avoid those, because often people are emotional, by ensuring it is clearly explained in writing as the final step in the process. We are sorry that you had a reason to believe otherwise and that a miscommunication occurred when first discussion your options with the assistant but the final decision regarding how your pet's body was to be handled was done in writing with clear communication about what each item meant and signed by you.  Just as with any business we must go off of what was in writing and our cremation company doesn't offer semi-private cremations, which is why it wasn't an option on the form. They only offer private and mass, which is what you selected and ultimately paid for. 

  We are truly sorry for you loss and we have tried to help by sending you something to keep the memory of your pet alive but are unsure if you have yet to receive it.  You do have the beautiful paw print we made for you and many wonderful memories and we hope these will help to heal your heart and the sadness you are feeling at this time but we have no way of getting you ashes unless you had opted for a private cremation the day of the procedure.

  Please know we all feel for you as we too would be devastated but sadly there is nothing we can do to change what has already been done and we have tried to do what we have the power to do to ease your sadness. 

   

  Customer response

  11/24/2022

   
  Complaint: 18451313
  
  I am rejecting this response because: 

  This major miscommunication on your businesses part. I would have paid more if I knew her remains weren't coming back to me.  Plus the information your staff provided led me to believe that I was receiving her back. Imagine if this was a human being? I'm sorry but I do not accept this because she was my medical service dog for 11 years of my life
  
  Sincerely,
  
  *********************************

• Initial Complaint

  05/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a young person with a part time job. I took my dog in for a fever. I could not afford the amount they wanted me to pay up front=Over $300 to look at him. My mom was nice enough to call and stated she would pay $200 but no more and that we only wanted a parvo test (he was vaccinated) and an exam, and to call her when the test results were done. After that, they would not answer my mom's call and said they were closed at 6pm even though I was sitting in the waiting room. They asked me what I wanted and I said to make sure my dog was ok. The then took xrays and took blood. I had no idea what was going on...They would not talk to my mom even though she paid $200 up front in good faith. The **** was over $800 and they gave him amoxicillin-an antibiotic. They would not talk to my mom, even though she was calling. I had to give them my rent money to get my dog. My mom stopped part of the payment of $200 because this was not agreed on. Now they are sending me to collections for $150.00. They were very sneaky and said my mom was not on the paperwork even though she paid with her credit card in good faith.

  Business response

  05/12/2022

  We located the information that pertained to this complaint and our response is below.
  
  *********** statement is missing a great deal of factual data that pertains to the issue. The bottom line is **************** owes our business money for professional services approved and rendered by ****************. **************** was given ample notice and opportunity to resolve this months ago and chose to ignore us. Now **************** is in collections for failing to pay the debt on his account.
  First, **************** is a legal adult and his pet is by law his property and his sole responsibility. **************** signed the terms of service with our office making him the legal party responsible for all decisions that pertain to his dogs care and any and all fees associated with that. *********** mother is not a client of our office nor is she listed on the paperwork as a legally responsible party. We have also never met his mother as she is not legally responsible for this pet and we are not obligated to discuss cases with every member of a clients family, nor had we been given permission to do so by **************** at any time. 
  **************** did not bring his dog in for a fever he brought his dog in for not eating, having tarry dark stool and being lethargic. Our dedicated team uncovered the fever during the examination that was performed. **************** provide no proof that his dog was vaccinated and **************** attested his pet is known to eat socks. These two facts immediately alert a practicing veterinarian to the possibility of a foreign body and/or parvovirus infection among a slew of other potentially life-threatening problems.
  *********** dog was examined and it was determined his pet required some further testing. **************** was not told it was $300 to even see his pet. Our exam fees are not that high.  **************** was told that we require a parvo test given his pets symptoms and age.  We do require deposits to keep pets that are ill in order to cover emergency care should the need arise. We advised a $300 deposit but never collected this deposit. Parvo is highly contagious and requires special protection equipment, coverings, sterilization of surfaces the pet is in contact with as well as space in our isolation ****. These protocols (which cost money) are in place prevent the spread throughout the clinic so any suspected patient is treated as if they have parvo for the protection of our other patients. As such, a parvo test was required at the time of the exam.  **************** was spoken with by phone and all calls are recorded which will document he was well aware of what was going on and the costs of the recommendations and that he approved them.  We were not given authority to discuss the pets care with his mother and as she is not a legal owner of the pet or the representative of the pet, it is not customary to discuss patient care and treatment with the parents of adult clients. **************** did call us and offered to provide $200 towards her adult sons dogs care, which is generous but doesnt constitute a binding agreement to be that pets legal owner or representative for that pets care. His mother was given the cost of the exam and parvo test and she opted to provide additional money over and beyond that to help her son. If she had only wanted to cover the exam and parvo test then she should have expressed that amount not told us to run her card for $200.  His mother may feel we should be calling her but our obligation is to her son, who never told us we were permitted to discuss the case with him or to call her for any approval as he was covering the **** beyond her initial payment. She offered to help him with the estimate that was provided and that is what her money went towards. It was her decision to give us the money directly in place of her son but that doesnt establish her as client or legal owner or representative  of the pet.
  She attempted to take this money back once the dog was better by issuing a chargeback, which was later found to be invalid after we submitted various documents to the credit card company that proved the charge was legally binding and legit. Sadly, this resulted in added fees to the account, which we warned **************** about in writing in hopes he would resolve the issue with his mother and avoid all the additional fees. His Mother was not billed for anything more than what she agreed to pay thus his claim that she stopped payment beyond $200 is also invalid as she was never charged more than what she authorized, which is also documented. **************** was called, as is customary to call the owner and legally responsible party and provided an update on the test results and the costs of further testing and treatment. If **************** wanted his mother to be updated then he should have contacted her to discuss his options and his pet, that is outside of our control, we are not obligated to call the family members of our clients.  At no time did **************** add his mother as a representative or indicate we are to speak to her for anything. Our communications were with him, the legal client and pet owner. 
  It is true we close at 6pm and our phone system automatically switches over. All incoming calls after 6:00 pm do not ring into our building so we do not answer the phone. Yes, **************** was in our lobby after closing because we took extra time and stayed late to help him and his dog as they were priority that day due to the potential severity of his pets health.
  **************** was called by the attending veterinarian throughout the day and all test results were discussed as well as possible reasons and additional testing to ensure his dog was OK as that is what he wanted. **************** agreed to the additional quoted tests and treatments and at no time complained or refuted paying his ****.  Luckily our hard work and devotion helped his pet who made a full recovery.  *********** statement that he did not know what was happening is untrue as we have the call logs to prove the communications and his agreement to further tests and treatments.
  Its unfortunate when our pets get ill and funds are tight and that is why there are companies out there to help, including scratch pay and care credit. Insurance can also be purchased for pets to help with medical bills. The fact *********** dog was ill and required medical care when he is on a tight budget is unfortunate but he could have declined treatment and testing, these where his choices.  His mother offered only $200 dollars and that was all that was charged to her card as that is all she agreed to. **************** was responsible for the remaining balance and any fees or charges on his account from failure to pay.
  **************** was emailed when his mothers card company reversed the charge to give him the opportunity to cover the **** to avoid further fees but he declined to respond to us.  **************** was sent several notices to pay his **** and failed to do so or even contact our office, and per the terms of service was sent to collections for failure to pay.
  *********** mother has called our office on a few occasions and been aggressive, rude and belligerent to my staff. We do not tolerate that type of behavior and do not have to speak to any person, client or not, that acts this way. We are not obligated to speak to his mother no matter how badly he or she wants us too as we do not have to subject ourselves to that type of behavior nor is she our client or former client, we do not have a relationship with her. Cases like this are directly related to the high suicide rate in our profession and why we have a zero-tolerance policy for this behavior, its for our protection.
  **************** legally owes us money and there is nothing sneaky about his balance. He had not called or spoken to anyone in our office. This is the first communication from him we have had and it was clearly something his mother told him to do as she called and was threatening our front desk with slandering us online and to the BBB just last week. Its sad when former clients resort to these types of techniques and attempt to slander honest businesses with false accusations and narrate the story in a way that makes others at fault for their decisions to not pay their bills or get the care/treatment needed. Its shameful and dishonest.
  **************** is a grown man and is legally responsible to pay his bills. **************** signed the terms of service and authorized all the tests and treatments, for which he was given estimates for up front and he agreed to the fees. His mothers actions to defraud us of the money she agreed to pay us for her sons dogs care has resulted in problems for him but this is her doing not ours and she should step up and give her son the money to pay the fees and service charges she caused his account to be subject to when she attempted to steal services from our business that were authorized, completed and directly aided in the appropriate treatment and recovery of the pet involved. #NOMV
  
  *****************************
  Medical Director
  Union Animal Hospital
  ************
  

  
  

*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. ↩