ComplaintsforCheyenne Pet Clinic

• Initial Complaint

  02/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my cat into Cheyenne Pet Clinic on Jan. 22. Due her age Dr. Gerber wanted to do a Senior Blood Panel and told me it would be about $250. I said go ahead and do it. I came back on the 29th and was told my cat is diabetic. Dr. Gerber suggested a medicine called Bexacat that she would take once a day. Dr. Gerber told me the medicine would be about $140 a month. I said let’s try that. Dr. Gerber also told me with this new medicine my cat would need to come in four more times to have her blood checked to make sure she was responding well to the medicine, and that each visit would cost about $45. I said okay, since I could afford $45. I brought my cat in on Feb. 2nd and her blood test showed she was reacting well to the medicine. This cost $45. The tech said for the next appointment Dr. Gerber wanted to do a glucose curve and my cat would need to stay for the day. Nothing was said about this being different from the other visits that Dr. Gerber wanted done. I made an appointment and dropped her off on Feb. 13th. When I came to pick her up that afternoon I was told this was not $45, but $270. Of course I had to pay before I could get my cat. I guess Dr. Church was the person who made them stay honest. But now that he has retired they are free to use the sleaziest business practices they can come up with. Right now I have to question whether a “senior blood panel” was even done or if they just charged me for it.

  Business response

  03/06/2024

  Robert Tisdale brought his cat “Bella” into the clinic for her annual physical exam on 1/22/24. During the exam, Dr. Gerber suggested that “Bella” have some lab work performed since she was a geriatric patient. Mr. Tisdale consented, and a blood panel was sent out to our reference laboratory. The results of that came back the next day and revealed that “Bella” was diabetic. Dr. Gerber consulted with the owner and explained options for treatment and a rough estimate of the cost of treatment. Mr. Tisdale agreed to the treatment plan of giving Bexacat once daily. Dr. Gerber had also informed Mr. Tisdale that further blood tests would need to be performed to see how “Bella” was responding to the treatment and that test would be $45 each time. The client agreed to this, and treatment was started.  On 1/29/24 Mr. Tisdale came in for a diabetic chat, which he was not charged for, and ketone monitoring was performed. Ketone monitoring was performed again on 2/2/24 which is standard protocol for this type of treatment, “Bella” was still responding well to treatment at this time. At this time Dr. Gerber wanted to perform a glucose curve in the hospital and a Fructosamine test to evaluate “Bella’s” insulin levels over a given time period.  This was the only time that the client was not given an estimate of what the charges would be. Mr. Tisdale brought “Bella” in on 2/13/24 for a glucose curve and fructosamine levels. At the end of the day, Mr. Tisdale came to pick “Bella” up and was checked out at the front desk. He was given his total amount due which was $270, and he paid the amount without any question as to why it was more than he expected. Dr. Gerber called Mr. Tisdale and informed him of the results of the glucose curve. In the next days some employees saw negative reviews on some social media platforms. Dr. Gerber called Mr. Tisdale to apologize and discuss the miscommunication of the charges but had to leave a message and requested Mr. Tisdale to please call back so that we could resolve the issue. Mr. Tisdale did not return the call.  On 2/29/24 Broadmoor Veterinary Clinic requested records for Mr. Tisdale to be transferred over there. A few moments later, he came into the clinic and requested a refill of the Bexacat for “Bella”. The receptionist had to get another doctor to approve a refill because there were no refills on the prescription. Dr. Calhoon, the Medical Director for Cheyenne Pet Clinic, approved the refill and had the receptionist ask Mr. Tisdale if he would like to discuss any concerns that the client may have. Mr. Tisdale declined, stating that he had no concerns. I, Nicole Siskey, also called the owner on 3/5/24 to discuss any concerns he has. I left a message saying he could reach me at the clinic, and I did not receive a return call. I’ve attached the records will all communication and lab work results. 

*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. ↩