Complaints

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• Initial Complaint

  Date:03/06/2023

  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: They are LYING.  In their original email to me Dr. H***** said they found a new placement for Indy at Horizon which would accept Indy, which I rejected due to a previous bad experience.  I have NEVER been to Horizon, DON'T even know where it is so how could I have had a bad experience there? 2nd, they did NOT make any phone calls on my behalf. I made ALL the phone calls to find a new placement. In their reply email to you BBB, they changed their story and said their staff called VMSG who said they would accept Indy but I said I had had a bad experience there. I NEVER said I had a bad experience there; I SAID when I called them they said they don't do overnights. So how could Dr. H***** say they would accept Indy at VMSG when I very distinctly heard they say No, no overnights, no staff for overnights. I repeated it to them because I was shocked an Emergency Hospital would not have overnight staff and THEY suggested I call Horizon. I called Horizon and they said no. I am not sure why Dr. H***** has to lie. He abandoned Indy and said he doesn't do overnights because a dog died of Parvo in the past. His staff did not make any phone calls. I DID THEM ALL under extreme distress. He said Indy needed oxygen for 2 days, yet told us to pick him up, for me to make other arrangements for overnight. I don't know why Dr. H***** has to resort to lying.  Also at Ojai Velley Athletic Club where I am a member, I have told what transpired to Indy many people there, including a vet who uses the hot tubs there, and that person along with everybody else, including a firefighter, doctor, thinks Dr. H***** abandoned Indy. 
  
  Regards,
  
  
  V**** R******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  ra considering it was going to be rush hour traffic. Yes, we were assured, Indy had right cranial lung lube that needed to heal for 2 days in oxygen. We paid $1,015. I sat in the back seat with my beloved Indy. During the drive, I noticed Indy didn't make it and that was subsequently confirmed at the Santa Barbara Vet Hospital we were taking him to.
  
  Upon arrival there, the distraught staff clustered around in a knot, whispering until one separated herself from the group to profusely apologize for Dr. H***** unprofessionalism in not calling to find a new placement for Indy. Tearfully wringing her hands, she wanted to know about Indy. As we chatted with her, I realized what a kind nice place this vet hospital would have been for our cherished family member, Indy.

  Business Response

  Date: 03/07/2023

  Hello, 

  I have to challenge the validity of this complaint. The client came in on 02/06/2023 noting that her cat was "not eating, breathing differently-hasn't been to the vet in 8 years" We were able to see her that very day. She was presented an estimate for bloodwork, x-rays, sedation, and medication.  An estimate was provided along with an explanation of why the treatment was warranted. The client agreed to the treatment plan and signed it. The x-rays noted pneumonia, and was prescribed medications. Our doctor followed up with her after a few days and she noted that the cat was not better, but noticed improvement. She elected to keep the cat on the medication and monitor symptoms at home and would seek emergency care if the cats symptoms worsened.  After the medication was finished, the cat was not cured. She then called on 02/20 and noted that the cat had been lethargic and wheezing all weekend and had stopped eating. We notified her to bring him in immediately for the doctor to assess his health. At that time Dr. H***** noted that he would need to be put on oxygen for the day. An estimate was presented to the client with an explanation of why the treatment was warranted, and the client agreed to it.  He was carefully monitored throughout the day. His symptoms were noted that he would need overnight oxygen care to continue his treatment. The doctor explained to the client  towards the end of the day that he would need to be transferred to a facility that offers overnight care, and unfortunately our facility is not set up for overnight care. In the meantime one of our techs, Jenny called both Horizon and VMSG  Emergency Hospitals to set up his overnight care. Horizon noted that they were completely full and not accepting transfers. VMSG was able to accept the transfer. The client then noted that she wouldn't take the patient to VMSG because " Im going to sue that place" It was noted that she had taken the patient there before had had a bad experience. The next closest hospital was AVS in Santa Barbara. Jenny called AVS as soon as they left and sent over the records so that they would have all the information to continue overnight treatment. The client came to pick up the patient. We left the IV catheter in the patient so that AVS could quickly and easily set the patient up to continue treatment, and could eliminate the stress on the patient from having to re-inset another IV catheter. 

  The following morning, we received an email from Ms. R******  that noted.

  Dr. H*****:  Indy did not make it Monday Feb 20 during the rush hour traffic drive to AVS after we left Ojai Village Vet Hospital. The entire staff at AVS was devastated upon hearing about our much-loved family member's traumatic ordeal, gathering around in knots softly speaking with each other after hearing about our plight. I was speechless in shock. Perry was very mad alternating with very sad, very upset and emotional.
  
  
  From what I have gleaned from cursory comments from various personal friends, our 2 groomer friends, our pet shop owner friend, Perry's motorcycle riding group, is: #1. You stopped trying because a dog died
                                                2. You were supposed to call to find an alternative placement, not us.
                                                3. This incident should, can, will be reported.
                                                4. You might want to consider another profession; yours is a messy one.
                                                5. Indy, cherished family member, received shabby treatment being ejected when you had to go home.                 

        6. P***** among others, are not happy with your bill.
                                                7. Ojai Village Vet Hospital is not a hospital, misleading the public.
  
  
  My niece's 4 year old daughter died after an operation. Does that mean she shouldn't be a mother any more? Or the surgeon who operated should no longer be a surgeon? Police get shot at. Does that mean they shouldn't be police? Firefighters are in bad fires. Does that mean they shouldn't be firefighters? One of my friends committed suicide and decades later another one did. Does that mean I shouldn't have friends? As a teacher I reported a student to CPS and the parent got very angry. Does that mean I shouldn't be a teacher any more?   Just saying, V**** R******

   

  Our response was as follows:

  Hello V**** and P***** 
  Thank you for your email. We were also very saddened to hear that Indy passed away on the way to AVS. We know this was probably a very heartbreaking and traumatic moment for you. We strive to give the best possible treatment to all of our patients and it very rarely goes in this direction. We are one of the only AAHA certified hospitals in the area. An AAHA accreditation signifies that your veterinary practice has met or exceeded stringent quality standards that encompass all aspects of veterinary medicine, from pain management to medical record-keeping, and has committed to a path of continuous improvement. Our staff is compiled of some of the most experienced, and dedicated people that you will find. They work long hours, often with no breaks to ensure that we are practicing the best possible medicine.
   In the case of Indy, we were able to see him right away on Monday, diagnosed him, and kept him on oxygen. It was noted that he had been in prior to the visit for a similar issue. At the end of the day a decision to transfer him to a facility that offers overnight care was made. Our techs made several calls in the area to see that an emergency clinic would be available upon your arrival. It was noted that the closest hospital, VMSG, was not your preferred choice due to a previous experience. We advised you to seek alternative care, as we do not offer overnight care at our facility. Our  hardworking and dedicated staff did not transfer you just so they can go home, our hospital is not equipped for overnight care, thus referring you to an overnight care facility. We are a hospital, and encompass equipment to handle minor to moderate emergencies, which is why we agreed to treat Indy for his condition throughout the day, in hopes he would improve. We cannot predict the outcome of all of our patients, but do everything we can to ensure they are healthy. 
  Some of the bullet points in your email I am unclear as to what they mean. Dr. H*****, our very experienced veterinarian,  has been with our practice since December, and has done an exceptional job in managing all of his patients. He is extremely passionate, generous, and caring when it comes to his patients.  It could be possible that perhaps the other experiences you referenced were from a doctor that is no longer with us. 
  We express our deepest condolences for the loss of Indy. Although you feel differently, please know that our staff was very saddened to hear of his passing. We deal with a lot of difficult cases, and had a special place in our heart  for Indy.  It is never easy to lose a part of your family. Our thoughts are with you during this difficult time.
  

   

  We received several more emails, but due to the volatile content, we decided not to further communicate. \

  Please note that while she is requesting a refund, we cannot provide one at this time. During each visit she was presented an estimate with an explanation of why the treatment was warranted. She approved every charge. We cannot give refunds due to a patient passing away, especially when they were no longer in our care. It was noted on several occasions that she should come in sooner, or if the patient worsens to seek medical care which could possibly have changed the outcome of the situation. In addition it was noted that we are not set up to be an overnight facility. 

  I wish the outcome for the R****** family was different, as we do genuinely care about each and every one of our patients. I know this is a difficult time for them, and the experience of loosing one of their cherished family members can be traumatic. We hope they can get through this difficult time.