Complaints

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• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair 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.

  Dr. ****** provided a surgical procedure on my dogs eye. The dogs eyelid is no longer connected. She botched my dog eye and needs a revision from a specialist To pull the skin down and connect the eyelids. She refuses to refund my money on a botched job she has done.my dog can no longer close her eye properly and has to have lubricating drops placed in her eye to prevent her from losing her eye. I provided photos of the detached eye lids and how she sleeps now with her eye not fully closed.

  Business Response

  Date: 08/26/2024

  I am very sad to hear that this client has taken this action. I tried to have a conversation with him and he was not open to discussing the reasons ***** may need a surgical revision of her eyelid. Some of the issues that lead to this issue are as follows:

  - The pet parent brought her in for what appeared to be a "cyst" on the upper eyelid. At the time, the plan was made and agreed to remove the "cyst". In surgery, there is no guarantee that a lump is going to be a certain type.

  - The "cyst" turned out to be a different disease process of inflammatory tissue. Once the inflamed tissue which looked like a "cyst" was removed, it was evident that the same type of diseased tissue extended over the eyelid. (biopsy results attached). Closure was very difficult since the tissue was spread over the eyelid. I did my best to close the incision and submitted the removed diseased tissue for biopsy. The eyelid had to be sutured higher up because of all of the diseased tissue prevent the sutures from holding. It created a situation in which the eyelid was pulled up in order to close it entirely. There was no other way to do this. 

  - The owner took ***** to another animal hospital where he was prescribed medication without our knowledge. They were not the ones who performed the surgery nor did they have the biopsy results. It is really important that the pet parent follow up with the vet who performed the surgery and there was no need for him to take ***** elsewhere. This happened again when he took her to an Eye Specialist. He apparently instructed them not to let us know that he had been there. I work closely with that clinic and they had a hard time not communicating with me. He was not willing to have a coherent/civil conversation so that we could collaborate for the best interest of *****. He was yelling accusations and demanding a refund. It seemed more about that then a solution for *****.

  - Medicine and Surgery is not predictable nor nuanced. A pet is not a vehicle or a machine. Veterinarians try their best but we encounter new issues frequently along the path. In my estimation, the problem was in the manner in which the pet parent behaved which prevented ***** from having the care she needed. I am a very thorough and collaborative veterinarian. I always correct issues if and when they are needed whether they are my fault or not. I was very sad that **** would not work with me to even have a long enough conversation for me to help find a solution for *****. My team and I care about ***** and would always act in her best interest. 

  -I did consult with specialty doctors regarding her care and unfortunately **** took her away so that I could not continue to monitor her and make any corrections. I truly wish him well in his quest for medical care for miss *****. I would have taken care of him and ***** had he continued to bring her in for care and if he was willing to work with me to find the best solution. 

  Customer Answer

  Date: 08/26/2024

   I am rejecting this response because: As a pet parent I want the best for my dog. When my concern for Bellas upper eyelid not being attached together. I immediately called Arrow dog and cat. I emailed photos. I took her in. I was assured she was fine. Again the upper eyelid doesnt connect. Forming a triangle, preventing my dog from properly closing her eye. As the weekend neared July 26. Arrow Dog and cat is closed Friday to Sunday. Her corner eyelid was infected. As any concerned pet parent. I had to seek emergency veterinary care before the disease spreads. Why wouldnt I seek emergency help. Arrow dog and cat were aware of the medications given to us from *************** and bird hospital prescribed. We were informed to keep her on the antibiotics presribed. ***** had an appointment July 31st to remove stitches. I was given ***** to go home. I had to ask to speak with Dr ******* before going home. It was brought to my attention that ***** has to have her eye lubricated to keep her eye from drying out and getting an ulcer and the possibility of losing her eye. Dr ******* never informed me about this. I learned this from *************** and bird. I asked about Bellas eye closing properly . I was met with a response from Dr ******** If you dont feel comfortable here, I suggest you find a new veterinarian. I was taken back and alarmed . Dr ******* said the eyelid skin has elasticity and will come down. That is not the case. The reason for me not wanting the eye specialist to contact Dr ******* because of the intimidation she presented in the room with her when I asked about Bellas eye. The eye specialist did say they received an irate phone call from Dr ******** She was described as not pleasant. As they also said that none of the Specialist Doctors know her. I do not trust Dr ****** to correct a job she failed to do. Just like information she failed to inform me about. Bellas eyelid is botched. If Dr ******* had worked with this specialist before, we should have been directed to them.