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:11/29/2023

  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.

  In January I had to take my dog in to an emergency vet because he was very lethargic and vomiting. He wasn't passing liquids. So I took him to the nearest animal hospital, and they ran tests. They said he had a few stones and to switch his food and put him on antibiotics. The medication was to break down the stones. They said because there were only a few. I asked for pain meds for him, because I could tell he half on pain. They gave him some but you could tell they didn't want to. Which is odd because stones hurt! Brought him home and he got better for a bit. Than he was back to square one, except now you could tell it was worse than before. So I brought him back again. They ran tests again. Now he was borderline renal failure. His kidneys were shutting down. Which I didn't understand because I gave him all of his medications and forced the gross food on him. Yet he didn't get better. Now because of the severity of his situation they said he had to stay over night for more tests. I asked why this has gotten so bad? The vet then tells me they didn't have the dye they need to perform a true X-ray of his bladder, and that it wasn't just 3 stones but a whole bladder full. I asked why he went off X-rays that wouldn't show correctly and he just blew me off. Their excuse was they had to order and wait for it to arrive from *******. What?? I asked other vets and googled like crazy how bladder stones should be treated. Every where I looked said that do surgery asap was the best option. This vet waited 4 months, to the point my dog was almost in renal failure. We go to specialist because they are supposed to know what they are doing. I still owe on this and I quite honestly think I was over charged. On top of the fact that they shoved brochure after brochure in my face while my dog was on the verge of death. Why would I be worried about microchipping my dog if I'm not sure he's going to live.

  Business Response

  Date: 02/07/2024

  First of all we are concerned about ******* and feel awful that ********* feels the need to seek answers to her concerns thru a third party.  ********* was informed of the procedure and expense every step of the way during *******'s trying time. ********* indicated she understood the procedures and  authorized the expense of her pet's care.  ******* stayed in our facility many days and nights, he received excellent care from our entire health care team.  ******* had a difficult time and experienced more than one surgery to alleviate his bladder stones that were lodge in his ureter.   Bladder stones are painful.   ************; recovered and was maintained on a special diet.  ************ literally saved his life.  ********* has since moved from our area and does have a debt to pay.  We would like to speak with ********* directly to address every one of her concerns.

  Thank you,

  *****************************

  Practice Administrator

• Initial Complaint

  Date:05/25/2023

  Type:Billing Issues
  Status:

  ResolvedMore 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.

  My husband and I were visiting **********, OR when our female dog Bella showed symptoms of a urinary track infection (UTI). I called Morgan Veterinary Clinic on Tuesday, 5/9/23 to make an appointment. I asked how much they charged and was told $149.50 plus any tests they need to run. I told them that would be fine. I brought in a urine sample for testing. We arrived and were placed in a room. I gave the urine sample to the vet tech. The Dr. came in and said that ***** has an infection. Antibiotics were prescribed. I was given a bill that showed our office visit was $269.50 and not $149.50. It was billed as a Wellness Consultation. I questioned the amount and was told the higher cost was for a same day appointment. I was also charged for 2 tests - a urine test for bacteria and a cytology blood test (I didn't know what this was for but didn't question it at that time). I paid the full bill of $629.14. We returned home a few days later. I called Morgan Veterinary Clinic on Friday, 5/19/23 and questioned the blood test. I also told the employee I was unhappy about being told my clinic visit would be $149.50 but I was charged $269.50. She said I shouldn't have to pay the higher amount and she would talk to someone and call me back. I never received a callback so I called the clinic again on Tuesday, 5/23/23 and spoke with another person. I explained my question about the blood test charge because it was never done and that my office visit was more than I was told. After this person spoke with the Dr., I received a callback and was told they would refund the blood test of $92.40. I have received this refund. I was also told the Dr. decides how much they'll charge during your visit. I asked why they don't disclose this and she said they should give a dollar range for an office visit. There was no apology or offer to refund $120, the amount charged over $149.50. I asked 3 employees about this and got 3 different answers. Clinic acct #*****.

  Business Response

  Date: 06/05/2023

  ******** the office manager was notified that **** was questioning the bill amounts for the blood smear and cytology testing. When ******** spoke to ****, she felt were those activities were not preformed. ******** spoke to the Dr. on this case which was ***************************, and ********************** authorized to refund the amount of $92.50 to the customer. ******** called **** back and refunded the amount in question to the customers credit card. When speaking to **** she also stated that the amount for the visit quoted on the phone and the amount that she was charged were different. This is sometimes the case, but was not expressed to **** and she was displeased with that explanation. ******** was notified on 6/5 that there was a complaint through the BBB, ******** has again reached out the the client to refund the difference for the charges in the amount of $120.00. There was no answer and ******** left a message for **** to call back and receive the refund.

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************