ComplaintsforAllied Emergency Veterinary Service, LLC

• Initial Complaint

  12/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 8/27/2023, I took my dog into Allied Emergency Vet Service when he was suddenly lethargic and bleeding from his mouth. Allied took my dog into an exam room and gave me an estimate for a rather routine emergency vet issue and they said that I needed to have a care credit card in order to see my dog before I left him for the night and they pre authorized charges that made up the entire credit limit. The next day, they asked for an additional sum and after the sum was authorized, called me to tell me the dog had to be put down. I got a bill in the mail shortly after and to my surprise and dismay, there were some clearly fraudulent charges on my care credit card being double or triple charged and they vet was not able to provide any proof that any treatments were actually given after they were charged to care credit. I have complaints open with multiple regulators as it relates to sychrony bank's reluctance to investigate the scam, but I was also surprised at the response to my initial dispute to allied emergency vet. They seem to have a completely different narrative of the vet visit than what I experienced and they were not able to prove the charges occurred. I also have found that Allied seems to be showing one set of charges to the credit card company and another set to me for 2 different amounts. I would like this predatory charging to be investigated as I am sure it's a scam.

  Business response

  01/03/2024

  We appreciate the opportunity to address your concerns regarding the recent experience at Allied Emergency Vet Service. It is regrettable that your perception of the events differs from our records, and we aim to provide clarity based on our documented procedures and actions during the visit with your beloved pet.
  
  Contrary to the assertion, we did not force the opening of a CareCredit account. There was an inability to provide payment for the initial estimate. As a service, we offered information regarding payment plans, including the option of CareCredit, as a resource for financial assistancean avenue which you elected to pursue.
  
  Upon examination, it was determined that your pet required hospitalization for which an estimate was provided. As part of our standard procedure for any hospitalized patient, including your pet, a deposit is required. In this instance, similar to all cases, a deposit was requested to facilitate necessary hospitalization, ensuring continued care and treatment. We take this measure uniformly to guarantee ongoing care for every patient admitted to our facility.
  
  Throughout the course of your pet's treatment, updates on the progress and prognosis were communicated through your nominated representative, your niece, as per your request due to your unavailability while working. Our team strived to maintain transparency and ensure you were informed about your pet's condition.
  
  We diligently maintained records, logging all services administered during your pet's hospitalization with detailed timestamps. Our dedication to transparency is evident in the provision of complete invoices. Contrary to the mentioned concern, these invoices are comprehensive and accurately reflect the charges corresponding to the services rendered. Although specific itemized charges may not be explicitly delineated on your CareCredit statements, our invoices consistently mirror the charges on your account, ensuring coherence between our billing records and your statements. It is important to clarify that our invoices may contain similar line items due to the repetition or continuation of specific treatments over consecutive days. However, after extensive review, we confirm the accuracy of charges applied to your CareCredit account, reflective of the services outlined in the received invoice.
  
  We empathize with the distressing outcome of your pet's condition despite our dedicated efforts. The recommendation for continued hospitalization, transfer to a specialty hospital, or humane euthanasia was made after careful consideration of your pet's deteriorating health. Your authorization and consent were obtained before proceeding with any treatments or decisions.
  
  We maintain detailed medical and treatment records, signed estimates, and invoices to substantiate the authorization and services administered during your pet's stay. We affirm that our actions were conducted in good faith, adhering to ethical standards without involvement in any misleading or fraudulent practices.
  
  We remain committed to providing care and support to animals in need and sincerely hope for a resolution in line with the facts presented.
  

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We were on a road trip at the time.We took our 5 months old puppy (*****) to Allied Emergency Vet Service on 7/10/2023.Arrive at 2:30pm, filled in paper work.They took ***** away from her vital at 2:40pm.at 4pm, they call us to a treatment room, we sit and wait at 6:30pm, ************************** came in and told us ***** has Cellulitis Abscess.They kept ***** in the back room the entire time. She was locked up.They asked for deposit, then they do the treatment. by 8:10pm, they told us ***** is ready for pick up.They gave us her medicine and instruction.on 7/11 at around 11:00am, I see that the ******** on ******* face/neck is bigger.We kept an eye on her the entire day of 7/11. We can not get Roise to any VET during the night. She was complaining, breathing very hard. I did not sleep because I was worry if she would make it the next day.We found a vet on 7/12 and they were able to see her right away. At the time, the ******** is larger than a BASEBALL (from her face to her neck). She was in pain and she did not want to eat, drink or play.After 45 minutes, we were able to took ***** home. Per this Vet, ***** did NOT have Cellulitis Abscess. Allied disdiagnosed her. She actually has Strangles. My complaints are:1. HOW can the took ***** away from us (told us they will check her vital) and kept us waiting with ZERO communication for almost 5 hours. 2. Misdisagnosed and charged us $940.79 I demand a full refund. I also demand they treat their patients in a caring manner. Our Dog is like our kids, how dare them lock her up in the dog ***** without communicating. They are the worse VET I ever been to. NO other VET will let their patients wait for HOURS without even saying ONE Word. Their front desk staff is not even there. she was working in the back so you CANT even ask a question.

  Business response

  08/16/2023

  ***** presented to our clinic on 7/10/23 for concerns of a swollen left mandible. Upon arrival ***** was taken to the treatment area to collect vitals and assess her triage status. ***** remained in the treatment area for continued monitoring by the staff to ensure the swelling did not result in respiratory distress. Due to the amount of critical and incoming patients there was a wait time for the owners to be placed in an exam room and to speak with the doctor. Once ************ spoke with the owners regarding her exam findings it was agreed that they would move forward with bloodwork, sedation for a more thorough exam under anesthesia, cytology of the swelling, with medications to go home. During the sedated oral exam a small puncture wound near the left caudal mandibular area on the buccal side. The area was explored using a mosquito hemostat and approximately 3-4mm of pocketing was noted. The hemostat did not advance any further. No obvious foreign material was noted. A fine needle aspirate cytology of the area was performed and only a small amount of blood was noted. The patient was treated with an antibiotic and non-steroidal anti-inflammatories.  The doctors final differentials of diagnosis were cellulitis vs. abscess vs. other.  Strangles is a difficult disease to diagnose due to there being no definitive testing to confirm strangles. Strangles can only be diagnosed through exclusion and presumptive diagnosis. ********* also typically presents with bilateral lymph node involvement and skin lesions which ***** lacked during her appointment with us. Due to her clinical signs and the treatment for strangles and the age of ***** caution needed to be observed due to the harmful effects that steroids can have on an adolescent dog. There is a risk of kidney injury and joint malformation when given to young dogs. Given *****'s presentation and the puncture wound noted on the sedated oral exam it was deemed the best course of treatment at that time to proceed with treatment of cellulitis or an abscess. We recommended in the discharge instructions that if she was not improving that she needed to be seen again and at that time steroids would have been a more likely treatment option. 

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