Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/18/2023

  Type:Product 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.

  On December 17/18, I thought my dog had an inner ear infection (vestibular disease) as I had been cleaning his LEFT ear as it had been stinky. It had gone away, but then, weeks later, it started stinking again and was red, and had discharge, and my dog had what I thought was a seizure - his head was tilted, his eyes rolling back and forth, up and down, and couldn’t walk. Firstly, the nurse told me there was no way a middle ear infection could do that and was probably much more severe an issue - so my son and I started crying and preparing to put him down as he is almost 13 years old. When Dr. Thiessen came in, he immediately started chuckling and said it was vestibular disease and was refusing to check the LEFT ear because he stated that his head was tilted to the right so he was only going to check the right ear. That ear was clear, and of course it was clear as it had never been the issue. I kept pushing for antibiotics, as that is what is typically given - but he said his RIGHT ear (refused to check the left) was clear so no need. He would not listen, and was cutting me off laughing about him going on a tilt-a-whirl with his grandchildren and my dog looked like what he felt like on that - kept repeating the story over and over - refusing to listen that the infection is in the LEFT ear. So I walked out with anti-nausea meds and anti-inflammatory meds. After no improvement, I had called twice over a course of almost a month, and pushed for antibiotics considering he still had the ear infection (that he refused to even look at, and it was stinking worse and getting more red). He kept saying there was no infection. I finally called a 3rd time and he had me pay for another visit and said indeed there was an infection in the LEFT ear. I called and asked why I needed to pay for the visit when it was neglected by them 3 times. I was lied to about getting 1/2 off a visit, then screamed at by his wife when I tried to explain, and feel I should be refunded the 2nd office visit.

  Business Response

  Date: 01/20/2023

  In response to the listed above compliant, I am complying with the request to refund the discounted exam fee.  The attached document sent in by complainant was just an estimate, not what the complainant paid.  We have enclosed the invoice from the date in question, reflecting the discounted exam fee and medications.  We have also enclosed a copy of the money order which will be mail to complainant.