Complaints

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• Initial Complaint

  Date:24/03/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   I am rejecting this response because:
  Thank you for your response.
  
  Yes, the visit was on December 29th, 2022.

  
  I understand the medical aspects. What I am addressing is the fact that it wasn't mentioned upon my arrival at the clinic that only some lilies are toxic to cats. I could have told the clinic what type of lily she'd eaten if I'd been asked. My cat did not need a medical examination nor medication as the lily she'd eaten wasn't toxic to cats, but as it wasn't explained to me prior to her receiving medical attention, I didn't know that. That discussion didn't happen until after she received medical treatment at which point it was too late for me to make any decisions myself.

  
  If I had been able to discuss this with the clinic prior to my cat receiving medical attention, I would not have admitted her for treatment. As the report that I was given by the clinic says, Peruvian lilies cause "at most mild stomach irritation". She was not showing any symptoms. Not only did she receive medication unnecessarily, but I also had to pay a fee for an unnecessary treatment.

  
  The other issue is that I was informed of the $200 fee for the medication, but the examination fee of $213 was never mentioned, not over the phone or in person. The first I heard of this fee was when I was asked to pay it at the end of my visit.
  
  
  

  
  losed prior to administering the medication that only some
  lilies are toxic to cats. My cat did not need medical treatment but was given it anyway, and I was
  not informed until after that she did not need it. I addressed this at the front desk while I waited
  for my cat to be discharged. The receptionist then told me that the fee for the vomit inducing
  medication would be waived as the medication was not needed nor did it work. I was then given
  a bill for $224.01, even though I was initially told the vomit inducing medication would cost $200
  and that fee was then waived. No answers were given at this time regarding the charges. My cat
  was returned to me and continued to display zero symptoms of illness even though the leaf was
  still in her stomach.
  I do not think this is right as I was not informed of the fact that only some lilies are toxic to cats
  until after the medication had been administered. I should have been informed prior to any
  medical treatment being given to my cat. For this reason I am disputing this charge as I do not
  feel that I should have to pay this $224.01 charge.

  Business Response

  Date: 29/03/2023

  Good morning,

  Before responding to the complaint launched by F.N., I would like to verify that the event she is outlining took place on December 29th, 2022, not February 29th, 2023 as she references (we do not have record of F.N. brining an animal to our facility on February 29th).  The response to follow is in regard to the December 29th visit. 

  Kitty presented to our emergency department for lily ingestion as outlined by F.N.  A picture of the plant was provided to the overseeing veterinarian (lily plant with white leaves) although it was not feasible to identify the type of lily shown given that the image was zoomed in significantly.  Given that the type of lily was not known at presentation and that lily ingestion in cats can lead to acute kidney failure if decontamination is not completed, it was recommended that vomiting be induced.  As F.N. outlines, induction of vomiting in cats can be challenging at times since not all patients respond to emesis induction medications equivalently and cats can be more resistant to the traditional effects of these medications.  That said, emesis is always attempted given that, if successful, it does lead to a better prognosis for recovery (lily toxicity has an insidious onset with mild signs starting within 12 hours of ingestion and the potential for acute kidney failure within 24-48 hours of ingestion).  Upon follow up discussion with F.N, the veterinarian overseeing the case discussed lily ingestion further and, at that point, it was confirmed that a Peruvian lily was ingested (which, as noted, are not a concern for acute kidney injury but instead can lead to GI upset).  The cost of induction of vomiting was then voided but the cost of the examination was still charged given that Kitty had a complete physical exam performed by the emergency veterinarian and had a discussion about the sequela of lily ingestion with the veterinarian.  Our reception team members quote our examination fees ($213 plus tax) both over the phone when clients call in to discuss a potential emergency and upon presentation to the emergency room itself.  We feel that the fees charged Fiona were appropriate for the services provided.