Veterinary Surgical Referral Practice PA

This place is a scam and right out lied to our faces and refuse to make it right. They are going as far as saying im crazy and a flat out liar!This clinic told me to my face that my dogs rod removal was included in the price and are now claiming I was wrong and stupid. They are VERY rude and will call you names! They will not admit they were wrong or honor what they told us to our face. They are horrible and cant keep up with what others tell you and you will get a different story from everyone working there. They have no idea how to run an office and are only about how much money they can scam you out of. They also charged me double charges on a bill they will not admit to it. They are trying to charge me more than what was written for x rays. They supposedly dont include NOTHING in surgeries other than the surgery itself. They are a big scam and will call you names right to your face. Stay far away from this place!!!Desired SettlementI want them to honor what we were told by an EMPLOYEE! They told us to our face the removal was included and thats what they should do! Your employee messed up so you should fix it!Business Response We have performed a thorough internal evaluation of this customer's complaint. The client misinterpreted what was said to her and is choosing to ignore the documentation that was provided to her. This client signed a legal document authorizing the surgical care of her pet, which clearly states that the follow up visits are not included in the surgical estimate. Additionally, the pet's discharge instruction document which was provided to the client clearly states there is a fee for the follow up care under the Follow-up Instruction section of the document. We will gladly make these documents available for your review. We pride ourselves on being financially transparent with our customers, which is why we provide them with these documents. Our team members are well trained on our policies and how to communicate them. We were aware of this owner's financial hardship. Out of concern for the pet and fearing the owner would elect euthanasia, we applied for a grant to assist with funding for this case. We were able to obtain a $500 grant to help the family with their emergency clinic medical bills at our hospital. Wrapped up in our compassion for the injured pet, we attempted to help in any way possible and remove barriers to care. In hindsight we clearly were misguided. This client's pet was not vaccinated and not neutered and was hit by a car because it was permitted to run off leash. We did vaccinate the dog against rabies for the safety of our medical team. Now the client is refusing to get the necessary follow up care and the pet will likely get a bone infection because they are neglecting get the external fixation device removed. We failed to accurately access the reality of this client's level of commitment to care for the animal. Our entire team is very sad for this pet and hope he is able to get the care he needs very soon.Please feel free to contact our office if any additional information would be helpful.