ComplaintsforFairmont Veterinary Hospital PLLC

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On May 19, 2022, an employee of Fairmont Veterinary Hospital PLLC utilized deceptive practices to coerce consent for a for profit surgery ($3,100-$4,000) for an unnecessary medical procedure that directly resulted in the untimely death of the animal during the procedure. $1,500.00 in deposits were held pending completion of the procedure. After euthanasia, a statement of billing was requested & denied. On May 26th, 2022, I visited the establishment to collect medical records & a statement of billing. Medical records were provided, no statement of billing was provided. No refund of account credit was offered. I provided written notice to ownership of my intent to pursue the appropriate remedy regarding alleged misconduct of an employee by filing a formal complaint with the West Virginia Board of Veterinary Medicine. On June 1, 2022, I visited the establishment to pick up a necessary & life extending prescription for another dog being treated by the business. No statement for the deceased dog was offered, no credit offered or applied to payment for the prescription. On June 1st, the business mailed a letter declining all future services for all other animals. No statement for the deceased animal was provided, no credit refund issued with this letter. On June 10th, I sent a demand letter requesting transfer of my living animals medical records & refund of the $1,500.00 being held. In response, the business neglected to send medical records necessary to maintain care for my living dog that would otherwise die, & instead sent a billing statement dated 05/20/2022 & a refund check for $22.69 on June 17th, 2022. They withheld the statement dated 05/20/2022 for the deceased dog & credit through 3 physical visits, 1 new charge, 30 days & the sending of a letter declining all future services. It is my position these actions were done in an attempt to impede & control, through retaliation against my surviving dog, my ability to pursue a formal complaint against their employee.

  Business response

  06/28/2022

  To whom it may concern,            

  The complainant's girlfriend presented their dog due to distended abdomen. The patient was evaluated and diagnostics were recommended to determine the cause of the firm growth which was visibly disfiguring the body wall. After radiographs were taken, a diagnosis of an extremely large tumor was made. The tumor was large enough the stomach was held in an abnormal position with no room to expand. The intestines were compressed into any remaining crevice of the abdomen. Blood work did not reveal any significant dyscrasias and surgery to attempt to remove the mass to provide relief for the patient was recommended. There was hope that if it was well encapsuled it may be removed thus providing dramatically improved quality of life. There were also concerns discussed as with any significant surgery. The owners were contacted over the phone with an updated estimate and plan. The owners consented to move forward. After surgical approach was made, the mass was evaluated grossly and found to have a multitude of problems which made removal impossible. A recommendation to euthanize was made. The owners consented once understanding there were no other options available.

  No billing was provided that day due to incomplete status. The bills were finalized and a professional discount of over $400.00 was made from surgical charges. On subsequent visits to pick up medications for another patient, the other patient had an account under his girlfriend which was not financially linked to the complaintant. For this reason, the reception staff were not able to see the credit placed on his account. Once it was noted there was a discrepancy, an account of billing was sent with a check for the credited amount, which the owner returned voided. As well, the records of all the complaintants animals were forwarded to the veterinary care facility of his choosing.

  Business response

  07/07/2022

  See Attached.  Business response follow up.  

  Customer response

  07/07/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

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

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