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:03/22/2023

  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.

  Date of the Incident: 3/11/2023 Brought dog in for evaluation and was informed Pet would need surgery to remove possible tumor/abscess. Dr. explained three options and pricing for each. We agreed to a ******* option and surgery was conducted promptly and properly. Upon checkout I was informed the surgery was 600+. Staff would not allow me to speak with Dr to discuss discrepancy and erroneous charges. Records regarding our dialogue and actions taken have been edited to support an additional payment collection from me. Charged me $450, gave me my records and asked me not to return to practice. I was recently informed there is an open balance for the remaining amount and no one will work with me to resolve it or come to an agreeable solution.

  Business Response

  Date: 04/25/2023

  Thank you so much for reaching out regarding the issue with ******************************* (complaint 19604652) and his lovely dog Stella.  In addition to my summary, I am attaching the signed estimate form which clearly states it does not include treatments etc.  

  **************************** (referred to herein as "owner") and ****** were originally seen at our practice on February 9, 2023 because ****** had an unusual swelling / mass in the area of her ****.  At that time, *************** recommended radiographs in order to determine what was causing this unusual swelling.  Owner declined all diagnostics at that time which prevented us from being able to fully assess the cause of the swelling. It was also recommended that ****** come back in 2 weeks to recheck and that diagnostics would be needed if not resolved.  Owner waited over 3 weeks to return despite the issue being unresolved for ******. Owner again declined diagnostics even though ****** was clearly more uncomfortable and had begun licking and bothering the area which was reported as a new behavior by the owner.

  On 3/11/23 owner returned with ****** to be assessed a third time by Dr. **************************** After assessing the "mass" Dr **** spoke at length with owner letting him know it was abnormal and further diagnostics needed to be performed.  Radiographs were taken, and an ultrasound (which client was not charged for) was performed to get a better idea of the issue.  It was then determined that this was highly unusual and required exploration.  It was AFTER the initial diagnostics had been okayed and performed that the estimate for the surgical procedure itself was even presented.  The diagnostics had already been discussed and okayed which was the reason our doctor was finally able to determine that this was not just a mass that could be left.  As can be seen from the signed estimate form, we actually quoted for sedation, which we did not need to use as ****** was very cooperative and allowed us to perform the procedure using a blocking protocol, but the absolute minimum the owner could've expected to pay even if just going off the numbers on the sheet and not the other diagnostics, was $475.  What was finally found was a very large chunk of wood had been driven down into ******'s leg right along the tendon sheath and was surrounded by necrosing tissue.  This could have had a far worse outcome for ****** especially with the delay of care.  

  When the owner came to pick ****** up he argued with both reception and the doctor on duty that he was only paying $400. He repeatedly tried to "haggle" our pricing.  He attempted the negotiation "tactic" of dropping what he said he would pay before then stating he would come back up "pay $450 and call it even".  I attempted several times to explain that our services were not negotiable items and that he had already okayed the diagnostic procedures that allowed my doctor to know that this was something requiring removal, and that the form he signed clearly stated what the estimate was for and that the top of the form clearly states that it does not encompass necessary treatments.  He continued to state he will pay $450 and that I can "call it even". At no point did I agree that was acceptable. I told my reception team, whom he had harassed for over an hour, to take the payment he authorized and that the rest would be left as an open balance on his account and we would not see him again until it was paid. Every conversation with this owner has been circular in nature and that while he says he knows what the form states, that he is not going to pay it and we need to "call it even". 

  I have declined any further communication as it is nonproductive.  The owner stated he would leave a bad review in retaliation if I did not close his balance.  I am also attaching the review which can also be found on Google.  Owner has found a different vet and we transferred his records accordingly and we wish he and Stella ***********  

  
  

  I thank you for your time and for giving me the opportunity to clarify the situation.  Should you have any further questions or need any clarification, please feel free to email me or call me at ************

  
  

  
  

  Thank you,

  
  

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

  Practice Manager

  
  

  
  

  
  

  
  

  Foxfield Veterinary Services
  

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

  Phone: **************

  Customer Answer

  Date: 04/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 19604652
  
  I am rejecting this response because:

    At that time, *************** recommended radiographs in order to determine what was causing this unusual swelling.  Owner declined all diagnostics at that time which prevented us from being able to fully assess the cause of the swelling--> Xrays were declined as the Dr recommended medication regimen for two weeks and to return after medication was complete for further evaluation. ****** had no trouble walking or running, so Dr and I both agreed to wait two weeks and see ******'s progress.

  It was also recommended that ****** come back in 2 weeks to recheck and that diagnostics would be needed if not resolved.  Owner waited over 3 weeks to return despite the issue being unresolved for ******. Owner again declined diagnostics even though ****** was clearly more uncomfortable and had begun licking and bothering the area which was reported as a new behavior by the owner--> We returned on the scheduled appointment date made at the time of first visit. ********************* was out of town and was reccomended we bring back in a week later once he returned which we did.

  
  On 3/11/23 owner returned with ****** to be assessed a third time by Dr. **************************** After assessing the "mass" Dr **** spoke at length with owner letting him know it was abnormal and further diagnostics needed to be performed.  *adiographs were taken, and an ultrasound (which client was not charged for) was performed to get a better idea of the issue. It was then determined that this was highly unusual and required exploration.  It was AFTE* the initial diagnostics had been okayed and performed that the estimate for the surgical procedure itself was even presented.  The diagnostics had already been discussed and okayed which was the reason our doctor was finally able to determine that this was not just a mass that could be left--> This is accurate, ********************* explained 3 different options available to use. We ended up choosing an option that would allow Dr. * to operate on ****** and determine if it was a mass or abscess and remove. 

   

  As can be seen from the signed estimate form, we actually quoted for sedation, which we did not need to use as ****** was very cooperative and allowed us to perform the procedure using a blocking protocol, but the absolute minimum the owner could've expected to pay even if just going off the numbers on the sheet and not the other diagnostics, was $475.  What was finally found was a very large chunk of wood had been driven down into ******'s leg right along the tendon sheath and was surrounded by necrosing tissue.  This could have had a far worse outcome for ****** especially with the delay of care.  

  When the owner came to pick ****** up he argued with both reception and the doctor on duty that he was only paying $400. He repeatedly tried to "haggle" our pricing.  He attempted the negotiation "tactic" of dropping what he said he would pay before then stating he would come back up "pay $450 and call it even".  I attempted several times to explain that our services were not negotiable items and that he had already okayed the diagnostic procedures that allowed my doctor to know that this was something requiring removal, and that the form he signed clearly stated what the estimate was for and that the top of the form clearly states that it does not encompass necessary treatments--> The estimate form clearly states "additonal treatments". No additional treatments were conducted but rather the agreed upon procedure was conducted. Dr * explained that if he encountered an abscess he would drain/aspirate during surgery which is exactly what he found. This was not something unexpected or new. 

   

  He continued to state he will pay $450 and that I can "call it even". At no point did I agree that was acceptable. I told my reception team, whom he had harassed for over an hour, to take the payment he authorized and that the rest would be left as an open balance on his account and we would not see him again until it was paid. Every conversation with this owner has been circular in nature and that while he says he knows what the form states, that he is not going to pay it and we need to "call it even". 
  I have declined any further communication as it is nonproductive.  The owner stated he would leave a bad review in retaliation if I did not close his balance.  I am also attaching the review which can also be found on Google.  Owner has found a different vet and we transferred his records accordingly and we wish he and ****** well--> There was no haggling over price or calling it even. As a customer i expected to pay what i was quoted for. 375 for surgery and 80 for radiographs which comes out to $455. This was the agreed upon treatment/price on the estimate form. Not some arbitrarily derived number. Also the review is generally positive in nature, it provides feedback on your systems and processes to avoid this problem in the future.
  
  
  *egards,
  
  *******************************