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:12/12/2023

  Type:Service or Repair 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.

  I received a phone call from a "Terat" claiming to be the manager at this location. He demanded that I pay $158 in additional "x-ray fees" related to my pet's visit. When I objected and asked for proof that I approved additional services, he indicated that he'll just "send me to collections." When I asked to speak to the clinic administrator or owner of the business, he indicated that he did not know the name of the corporation or their contact information, then promptly hung up on me.

  Business Response

  Date: 12/14/2023

  This patient came in for limping. There were several tests run and an ear infection. There were xrays performed for the leg and an estimate #***** was provided for those prior to having xrays done, including an exam. The low end of the estimate was $566.58 (exam, 2 xrays and a board certified radiographic consult) and a high end estimate $732.24, which included all of the above with an additional xray. The radiographic consult is sent out separately and that charge was missed on the bill when client was checked out. The bill that was paid for $1105.65, which included 3 xrays, exam, bloodwork/bloodwork, vaccines, ear cleaning and medications. I personally notified the owner within a day +/- there was an outstanding balance, but they refused to pay it. The radiographic consult is billed to us, and the client pays us directly. 

  Customer Answer

  Date: 12/14/2023

   
  Complaint: 20998558
  
  I am rejecting this response because: We explicitly told the vet that we did not want anything further to be done with the x-rays since ****** was going to be seen by a specialist the following week who would want to do their own x-ray and interpretation. They sent the x-rays out without our knowledge or approval and as such we do not feel it is a valid charge. We were never even given a copy of the x-rays as they refused to send them. We discussed this at length with the office manager on the phone and considered the matter resolved prior to the rude young man's call this week demanding payment and threatening us with collections.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 12/18/2023

  The reason the client did not receive a copy of the xrays, is because they were not paid for. We also don't typically send a copy of xrays with clients unless requested. As stated before, there was an estimate given with a high and low end, which included the interpretation. There would be no reason to do the xray without the interpretation in this pet's case, which would have been sent to the specialist they were going to. If they did more xrays, it would have most likely have been to compare to the ones done at our facility. I am the hospital manager and spoke to the clients myself. I assure you, the matter was not resolved. I informed them there was a balance, what it was for, and they simply refused to pay it. Then hung up on me. The money is owed. 

  Customer Answer

  Date: 12/18/2023

   
  Complaint: 20998558

  I am rejecting this response because:
  

  The vet literally gave us the interpretation while we were standing in the room as "Not indicative of osteosarcoma" which is what the **ray was done to rule out. We were fine with this opinion and as doctors ourselves capable of making informed medical decisions. We SPECIFICALLY told them we did not want further readings. Both of us were there - both of us said it. I would like to see where this business has a signature of approval for further testing, because we did not sign anything to this effect. 

  It is also not by style to hang up on a call. I find that to be clearly unprofessional, and based on experience, more in line with this business and their mode of communicating. (or lack thereof) This is not over the $175 dollars or whatever it is they claim they are owed. This is about principle. Speaking to other former patients, this clinic has a long history of fraudulent billing practices and terrible customer service. 

  Perhaps the office manager could put some of their extra time into working on their customer skills, as well as cleaning the clinic - the whole place smells like stale urine and there is a decade worth of animal hair swaying from the ceiling vents.   

  Sincerely,
  
  ***********************

  Business Response

  Date: 12/20/2023

  I can see there must have been some kind of miscommunication or misunderstanding. The cost of the interpretation isn't an "additional test". It is when a board certified radiologist reviews the radiographs that were taken here. Although there is a copy of the estimate that was generated, it isn't signed. We don't typically give written estimates with exams unless asked for, or unless we know it is going to be expensive. I can only assume since the estimate was generated, the cost was discussed, because there would be no other reason for the estimate to be generated in the first place. However, I was not in the room, so I cannot say what was actually conveyed. I will remove the charge in good faith. 

  Customer Answer

  Date: 12/21/2023

   
  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,
  
  ***********************