Complaints

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• Initial Complaint

  Date:09/25/2023

  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.

  I’ve taken my pet to this veterinary clinic since he was a puppy. He’s had periodontal disease since he was 4 years old and this clinic had performed several dentals for him under anesthesia. He’s now a senior. I scheduled him for a dental and told the doctor he will most likely need extractions; his breath smells like something rotten. They scheduled his dental 4 days later and only cleaned his teeth and said they “didn’t have enough time “ to do the extractions that were necessary. I paid $631 dollars. He received a dental cleaning and 2 vaccines. Now in order for my senior dog to receive the proper treatment and care needed he needs to be put back under anesthesia and have 3 extractions for an extra $500 ( estimated). This is not only hurting me financially but it’s very unhealthy for a senior dog to continue to be put under anesthesia. If they didn’t have the time to complete the dental work as needed they should’ve scheduled my dog for another day. I was told they had an amputation that took priority and they didn’t have the time or techs to complete my dogs extractions. I feel that this is poor management and planning on their end. I was very informative when I was at the office ,not to mention they have extracted several teeth from my dog previously and those extractions required sutures and antibiotics. When I called to explain my disappointment and frustration I was heard half heartedly and unprofessionally and when I made the suggestion they train their staff better so this doesn’t happen to others, because it’s unfair to the pet and client, I was hung up on. This is unprofessional and unacceptable. My dog’s health is at risk by putting under anesthesia repeatedly and when I expressed my concerns I was ignored. I believe this is to make more money vs the actual care of the patient/ pet. I should not have to pay $1100 for a dental and have my senior dog under anesthesia twice bc the first time they was overbooked or didn’t schedule properly.

  Business Response

  Date: 10/05/2023

  On September 20th of 2023, Mrs. **** brought
  **** in for an examination, before this we had last seen this patient on
  December 13th of 2021. Dr. ********** had noted the patient had
  moderate tarter and recommended a teeth cleaning with dental radiographs, we
  created and gave her an estimated price for a Teeth cleaning. Mrs. **** moved
  forward with scheduling the procedure, she also requested for the patient
  vaccines to be updated and if she could pay the remaining balance at time of procedure,
  which we approved. **** was scheduled for September 25th of 2023, for
  a Teeth cleaning, dental radiographs, and to update vaccinations, we sent Mrs.
  **** home with a copy of this estimate along with instructions for drop off
  times and when to withhold food and water.
  On the day of the procedure, our surgery technician who
  checked in Mrs. **** went over on how the day would proceed, confirmed she had followed
  our instructions, and that the patient was getting a teeth cleaning done. Per
  our protocol the technician had a copy of the estimate we had sent home and
  went over the items listed on the estimate; Mrs. **** then signed and agreed to
  this estimate which is kept in the patients’ paper chart. Our technician then
  asked Mrs. **** if she had any questions prior to leaving, she asked our technician
  if extractions were needed, and would we do them that day. The technician
  explained to the client that **** was only scheduled for a teeth cleaning, until
  the doctor reviews the radiographs we won’t know if the patient needs
  extractions. Our technician also explained it’s safer for the patient to follow
  up another time rather be under anesthesia for long periods of time. If extractions
  were needed, we would send her home with an estimated cost for a follow-up procedure,
  then Mrs. **** continued to release **** in our care.
  When ****’s procedure was completed and the patient had
  recovered, the technician who performed the procedure contacted Mrs. **** to
  let her know **** was awake and schedule a pickup time. We notified her ****
  would need to follow-up with extractions and we will provide that estimated
  cost. The client proceeded to ask why we did not preform the extractions at
  that time, the technician explained again to the client that **** was only scheduled
  for a teeth cleaning, that our technicians preform the cleaning, that extractions
  are with the doctor and will have to follow-up. The statement the client had
  made about the amputation procedure which was scheduled with the doctor had
  nothing to do with the teeth cleaning that is scheduled with the technicians.
  After the patient was discharged, Mrs. **** then later
  called our clinic with her frustration at the cost and the fact we didn’t perform
  extractions. After our practice Manger went over again the cost of what we
  preformed, went over every listed item, then the client had agreed and understood
  the charges on her invoice for the day.
  

  Customer Answer

  Date: 10/13/2023

  My senior dog, ****, who ********** Animal Hospital has been seeing since he was a puppy over the last decade once brought in on September 20th for his annual visit and to discuss the need for another dental and extraction(s) along with updating his vaccines.  During his examination he was noted to be in good health, but needing another dental procedure which i had already expected due to his age, prior history and also his breath had been extremely foul recently.  The Dr. said he wanted **** to be on antibiotics for 2 full days BEFORE the dental procedure because once they got in there and started cleaning and potentially having extractions it would release bacteria that could get in his bloodstream and it would be a good idea to have him on the antibiotics prior even though they typically give an antibiotic injection the day of the procedure/ dental. I was told that the radiographs would confirm exactly how many ( if any) extractions were needed but they couldn’t do this without him being under anesthesia. When **** was seen previously a year and half ago and had a dental with extractions this was all performed on the same day, so it’s not unusual and I was aware I wouldn’t know the exact details until after the technicians were in there cleaning the teeth. **** was scheduled for a dental that following Monday and when i dropped him off I mentioned again about him most likely needing extractions and the assistant said she would not know until they did the radiographs, and those are under anesthesia.  The only call I received was after the procedure ( cleaning only) was completed and **** was waking up from anesthesia almost ready to go home. At which time I was told I would need to reschedule him to return for the extractions. When I started to ask questions and express my frustration, the response I received was that **** was scheduled for a dental procedure that didn’t mention any extractions but more specifically they had an amputation surgery scheduled that day and that took a lot of time and the Dr needed the technicians to assist him. In regards to ********** stating that the amputation procedure had nothing to do with **** not getting his teeth extracted, one may suggest the fact that I am aware of the procedure itself is proof the conversation took place in addition I have previously worked as a veterinary assistant from 2001-2005 and know how extensive amputations are and how they leave very little time for any other procedures that particular day.  I personally feel ********** “squeezed “ **** in for a “quick” cleaning just to fill their surgery schedule vs actually scheduling him for the proper time he needed so the dental could be completed in one visit. My bill exceeded $600 without extractions. Had ********** extracted the (3) teeth my bill may have been an estimated $200 more; however when you have to start the entire procedure over with IV fluids, catheters, etc, now I’m looking at another $500 plus just to complete what they started and didn’t finish. I do not have the money, nor is it healthy for a senior pet to continue to be under stress and anxiety going back and forth to the vet and going under anesthesia. The Dr prescribed antibiotics prior to the procedure in anticipation for exposure of bacteria from extractions, if the administrations didn’t schedule properly- why do I have have to pay additional money.?