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:08/06/2024

  Type:Billing Issues
  Status:

  UnresolvedMore 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 writing to formally complain about the care my puppy received at Cypress Fairhaven during his neuter surgery and the handling of medication instructions.On 6/25/2024, I brought my puppy in for neuter surgery. Upon discharge, the vet tech provided medication instructions. However, on the third day post-surgery, I discovered a discrepancy between the medication dosages on the bottle and the discharge instructions. The instructions indicated I should give him 1/4 tablet of *********, while the bottle stated to give 1 full tablet. When I called to clarify, the staff admitted the error and confirmed I should give him the full tablet. I expressed concern about having given him only the 1/4 tablet as instructed, and I was assured there would be no problems.The following day, my puppy experienced difficulty breathing and coughing. I contacted the office, and they told me to bring him in. Once there, the tech recommended x-rays, but I wanted to speak with the vet first. I was told she was busy, so I agreed to proceed with the x-rays. They came back clear; however, when the vet finally examined my puppy, she revealed that his trachea was still inflamed from the surgery due to not receiving the correct dosage of *********. She stated the issue would resolve itself now that he was on the proper dosage.I paid nearly $500 for the emergency visit on top of the $299 I spent on his surgery. This visit resulted from a critical error in providing incorrect medication instructions. When I spoke with the practice manager, she initially offered a refund, but when I went to collect it, I was refunded only $100 and told I was responsible for the x-ray costs. This is upsetting, as the visit was avoidable had the clinic provided accurate instructions.I am requesting a full refund for the x-ray costs incurred due to the clinic's mistake. This experience raises serious concerns about the potential risks to other pets in their care, and I hope they will take this matter seriously.

  Customer Answer

  Date: 08/18/2024

  Hello,

  my First name is Selmy.

  Business Response

  Date: 09/17/2024

  We have already addressed this concern directly with the owner as a result of her calls to our office, she was not satisfied that she would not get a full refund for services approved and rendered; she has subsequently left negative reviews on social media. We are not issuing additional refunds for services rendered. 

  In our patient care follow up call the day after surgery the patient was doing well as noted by our veterinary technician. 

  2 days after surgery, the owner called when she caught the discrepancy on the Take Home Instructions compared to the medication Drug Label. The Technician verified the higher dose on the label was correct. NSAIDs are given at lowest effective dose, the clerical error on the Take Home Instructions would not harm patient as it is a lower dose, patient was not noted as exhibiting signs of pain at this time and the lower dose was likely sufficient. 
  

  4 days after surgery the client called and the patient was scheduled for a same day Emergency Appointment for vomiting and coughing. The medical team noted that the owner had already stopped giving the medication. Owner approved treatments and paid for services rendered. The team did not recall the client being upset or asking for financial assistance at this point. 
  

  On 7/3 client left a message asking to confirm if the lower med dose could have caused the illness on 6/29. While our medical team advised that the illness on 6/29 would not be related to the medication instruction discrepancy, on 7/5 management approved crediting back the $100.00 Emergency Exam fee portion of the 6/29 visit as a sign of good faith when addressing the clerical error on the discharge instructions. The medication label was correct and should have been followed, and we previously addressed the dose discrepancy in the call 2 days after surgery confirming the correct dose was on the medication label. Additionally, we have changed our process to prevent similar clerical errors in the future as a result of being made aware of this situation.
  

  On 7/6 the owner came in to get the refund, but instead wanted the entire visit, including radiographs she approved at the time, to be refunded. Since the owner did not present the team on 6/29 with any concerns about cost and approved the diagnostics and treatments recommended we are not issuing additional refunds.    
  

  We emailed back and forth, as the client continued to insist she should be refunded in full. However, we provided quality care and services requested, charged fairly; we addressed our clerical error, provided a credit in good faith and improved our process to prevent future errors. 

  Customer Answer

  Date: 09/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  
  
  I appreciate their acknowledgment of the clerical error regarding the medication instructions. However, I must emphasize the serious implications this error had for my puppy's health and my overall experience.

  The miscommunication about the medication dosage led to a significant delay in my puppy's recovery. The assurance I received from their staff that he would not be harmed by the lower dosage does not alleviate the stress and anxiety caused by his subsequent health issues.
  While the timeline indicates that my puppy was initially considered well, it is crucial to recognize that he required an emergency visit due to complications directly linked to the dosage error. The attending veterinarian should have thoroughly reviewed his medical history and evaluated him accordingly, rather than recommending x-rays without addressing the underlying issue of the incorrect dosage. The discomfort and potential risks associated with his inflamed trachea could have been avoided if the proper instructions had been communicated from the outset.

  Regarding the emergency visit on 6/29, I approved the x-rays because my puppy appeared to be in distress. However, I was never consulted by the veterinarian prior to the x-rays being taken. The vet tech suggested the x-rays because my puppy looked so sad, yet the vet did not review the x-rays with me afterward. Instead, she simply stated that everything looked good and concluded that my puppy's throat was still inflamed due to the surgery, instructing me to continue with the ********* at the correct dosage, not the dosage listed on the discharge instructions that I had been advised. Furthermore, its critical to note that I had indicated I had stopped administering the pain medication, not the anti-inflammatory, highlighting a need for better communication and record-keeping within their office.

  While I appreciate the $100 credit offered as a gesture of goodwill, I firmly believe a full refund for the x-ray and emergency visit costs is warranted. Their office stated that they addressed this concern directly as a result of my calls, which is misleading. In reality, their team only reached out once, leaving a message without offering a resolution, as noted in their response to my review where they stated "We sincerely apologize for the communication delays in speaking directly with our Practice Manager."

  I am glad to hear that they have implemented new processes to prevent similar errors in the future; however, these improvements do not mitigate the distress my puppy faced due to inadequate care. As a person putting my pet's wellbeing into the hands of these employees, these processes should already have been in place and not happened at my expense.