WVRC

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] I am not completely satisfied with the outcome I am only letting this go because I don't want my son to have to get a bill from the hospital In their letter they state that he agreed to what they had planed so that he would stay within the $credit limitHe was not aware of that limit I had told him the limit was $ He did notify me when the bill was $ That is when I called the hospital when I realized it was going to be OVER that since they were keeping Brooks another night At that point she told me $ And it would be another $for the night WOW that equals $ What a coincidence Regards, [redacted]

Dear Revdex.com,
I attempted to contact Ms*** via phone to resolve her
complaint on January 21, and was unfortunately not able to reach her
Ms***’s son (***) presented his cat, Brooks, on the
night of January 17th for severe dehydration, anorexia, vomiting and
weaknessHe met with an experienced veterinarian who presented a diagnostic
and treatment plan for Brooks ranging from $1,to $2,for an initial
hours of care
Upon acceptance of this plan, her son informed the front
desk that his mother authorized him to utilize her CareCredit card for all
chargesA Customer Service Representative from WVRC called Ms*** to obtain
the card number and get verbal authorization to utilize the card as a result of
her not being presentMs*** gave verbal authorization on the evening of
January 17th for the estimate range of $1,to $2,Her son
then signed the estimate for hospital record
The following afternoon, her son was given a financial
update from the veterinarian treating Brooks that his current bill was $1,At
that time, the doctor spoke with him regarding additional testing not included
in the initial estimate that could be performed at additional costs of $250+
and consultation with an internal medicine specialist at an additional cost of
$when available on January 19thHe elected to proceed forward
On the morning of January 19th, her son was
again updated on the billing total and then received another update mid-morning
with a new estimate for further ongoing care and diagnostics from the internist
taking over the care of BrooksHe declined full testing and during a visit in
the afternoon, discussed ongoing costs/options with the internist again. He elected to ready Brooks for home care the
following morning so that he would stay within a $limit. The veterinarian did ask him to please
communicate with his mother (Ms***) regarding the charges since she had
verbally authorized all charges on her CareCredit card
Ms*** contacted Brooks’ veterinarian on the 19th
at 5:04pm regarding the invoice and voiced her displeasure that she was not
notified of the any of the charges up to this pointShe stated that she was
not authorizing any further costs over $3,to be spent and the plan for
Brooks was modified to meet this request.
At no time was either her son or Ms*** told that they could not
remove Brooks from the hospitalWhile his medical condition was complex and
ongoing hospitalization was certainly medically recommended, we are always
willing to work with owners on what is the best course of action for both them
and their pet
WVRC apologizes to Ms*** for not keeping her
financially up to date during Brooks’ hospitalizationWhile her son, as the pet
owner, was receiving financial and medical updates and authorizing additional
treatments, we certainly understand that Ms*** did not authorize additional
spending over and above the initial estimate range of $1,to $2,
As a result, we would like to refund Ms*** for the
charges incurred over the initial estimate ($398.) WVRC does not keep
CareCredit card numbers on file for our clients’ protection, so Ms*** would
need to contact WVRC for refund to her account
Since her son is the owner of Brooks and did authorize the
continued treatment over and above the estimate provided, WVRC does hold him
accountable for those remaining charges totaling $He can contact WVRC and
speak with me directly regarding a plan to assist in paying off the outstanding
balance
Respectfully submitted,
*** ***
Customer Service Manager
WVRC

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]  I am not completely satisfied with the outcome.  I am only letting this go because I don't want my son to have to get a bill from the hospital.  In their letter they state that he agreed to what they had planed so that he would stay within the $3200.00 credit limit. He was not aware of that limit.  I had told him the limit was $2500.00.    He did notify me when the bill was $2200.00  That is when I called the hospital when I realized it was going to be OVER that since they were keeping Brooks another night.  At that point she told me $2700.00.  And it would be another $500. for the night.  WOW that equals $3200.   What a coincidence. 
Regards,
 
[redacted]

Review: To Whom it May Concern:

From November 30th-December 13th, 2012 Wisconsin Veterinary Referral Center treated my 4 month old (born August 12 2012) dog [redacted] (Boo La) for the initial diagnosis of a foreign body. They proceeded to operate and remove a foreign body and to supposedly fix our dog. They were not thorough enough, especially during post operation, and did not perform a complete analysis and surgery of our dog while in their care. All services, before during and post operation were not done as promised in good faith. As a result, and with no follow up from the Center, or doctors involved, our puppy had to be euthanize on December 13th 2012.

Just before the operation, [redacted] was continually vomiting, she was lethargic and had not had a bowel movement for some time. As concerned owners, we were advised to go to the Wisconsin Veterinary Referral Center, by our primary vet. After a vague diagnosis, x-rays and a lack of a better term “guess” by their doctor (Dr. [redacted]) we were advised to give [redacted] fluids and send her home to see if she would pass the foreign body on her own. After 24 hours, we had to return to the Center, because [redacted] showed no signs of improvement.

When we returned to the Center at 4:00pm on December 1st, 2012, we met with the operating doctor, ([redacted], DVM) who told us [redacted] would be going into surgery within the hour and they would call us when she was finished to let us know how things progressed. We patiently waited until 8:00 pm and still hadn't heard anything from the Center. We proceeded to call them and to our surprise, they hadn't even started prepping [redacted] for surgery. Again, we got the response from the front desk that she would be going into surgery within the hour and they would call us upon completion. We proceeded to wait for any news, and finally received the call at 10:50pm that [redacted] was out of surgery. They told us that they were able to milk the foreign body out by hand, and didn't have to cut the intestines.

Upon further research after [redacted]'s death, sources indicate it is necessary to cut the intestines to make sure nothing is missed, however might resort in longer healing time. It was their call (the Vets at the Center) to not cut into the intestines to do a thorough surgery. They assumed that the squeaker toy was the only problem, and chose not to do a complete follow through. Also on the initial X-rays, there are shadows after the squeaker that [redacted] said was stool and might contain other objects.

During the days, following the operation, we knew something still wasn't right, and it took our initiative from the communication with the Center, to try to further diagnose the problem with [redacted]. The Wisconsin Veterinary Referral Center, dismissed all symptoms we were describing, (vomiting, lethargy, no interest/ refusing eating, and no stool) as side effects of the anesthesia and medications which they prescribed. We tried to talk to the doctors, but wall messages were relayed through the front desk.

[redacted] left their care with all the same symptoms she was bought in with. We brought [redacted] into their care and they said they treated her and fixed the initial problems. The Center, dismissed all communications as “normal recovery” and by December 11th and several trips to other veterinary clinics, all of the original problems were never fixed. We visited our primary vet and one other clinic for a second and third opinion. During this time, we kept all parties involved to try to save our beloved [redacted]. At the Center, we were provided THREE different vets and no one could help our [redacted], until it was too late. Before they gave us the terminal news, they said that if they didn't fix [redacted] they would make good on restitution for her.

On December 16th, 2012, upon returning to the Center after [redacted]'s death, we proceeded to ask for retribution for the lack of service the Center provided. We showed them phone logs, pictures with time stamps of proof they didn't fix our dog. They said they did their job to fix the problem and that we could “agree to disagree”. The good faith they so deliberately put on their bills, are only as good as the paper they handed us with the death of our dog. They are only interested in getting their money and saving a dollar, not saving people's family members/ pets.

We now know, from all the hours of research, communication with breeders, and other veterinary clinics that if they would have been more thorough with the surgery and the post op, we would still have our puppy [redacted].

It has been almost 6 months after working with our credit card company to seek retribution for the lack of service and said that they couldn't do more because we needed someone from WVRC had to verify a "second opinion", which makes NO sense, because why would a company ever admit fault, if the only recourse by doing nothing is that they still get paid? We still feel strongly about the lack of resolution, during this situation, and have learned from our experience and we don't want to see anyone else to suffer the same damages as we have.

Sincerely,

Brent Baehring

P.S. Please help us recoup some of the damage caused by the lack of service at WVRC.Desired Settlement: I would like to have a refund or credit back to our credit card for the All of the charges, or the majority, that follow:

The following charges chronicle our loss of [redacted]:

11/30/12 WI Vet Referral Center $334.00

We explain [redacted] has been vomiting, lethargic, loss of appetite, no interest in any food, and is not pooping.

(initial visit: X-Rays and gave fluids Recommended foreign body and surgery if fluids don't help her pass the foreign body)

If problems still persist, come back for surgery.

12/01/12 WI Vet Referral Center $1600.00 They estimate Surgery ($1600-$2600)

([redacted] surgery for foreign body, they say they milked the foreign body out, they didn't scan or look inside the intestine for further problems) However, they “say” they handled the whole intestines. (This is important for later cause of death)

[redacted] was sent home with several drugs, but still had symptoms she went in with, lethargic, no bowel movements, no appetite, puking, and dehydration.

12/02/12 WI Vet Referral Center $73.00.

We pick her up post surgery on December 2nd, and pay at the low end of the estimate ($73.00 is the balance due).

12/3/12 No follow up with operating doctor like they say he should.

12/4/ 12 I follow up with Whitnall Small animal Hospital to double check medications. [redacted] is still sick and has all the same aliments as per-operation.

I have phone records that show inbound and out bound calls to follow up our activity to try to find out why our dog is sick still. We also have photos that show her deteriorating condition post “surgery”.

The Center replied that it is just the medicines and she could return to normal after 1 week. We follow up with our local doctor, he says to use what the Center proscribed.

Because of no change in [redacted], we go for a second opinion at New Berlin Small Animal Hospital on December 11, 2012.

12/11/12 New Berlin Small Animal Hospital $546.90

New Berlin, preforms X-rays, Blood work and give [redacted] fluids to rehydrate her.

They reply she could have another blockage and stool. New Berlin has us return the next day for [redacted] to have more fluids hoping the other blockage will move.

12/12/12 New Berlin Small Animal Hospital $111.55

Finish Fluids and proceed to give her fiber and fluids to help her with pooping.

By this time we have our original vet. At Whitnal Small Animal Hospital look at all info from New Berlin. He recommended to return to Wisconsin Veterinary Referral Center, because they did the first surgery, and are liable.

12/13/12 WI Vet Referral Center $515.02

We discuss options and conclude that an ultra sound is necessary to find the blockage/ problem. By this time it is too late [redacted] has intussusception (death of the intestines) symptoms. By this time she has lost 25% of her body weight and is suffering still from dehydration. The doctor recommends that she would need surgery and that it is very difficult, [redacted] would likely not survive.

We had to make hard decision, and say our goodbyes. We had an autopsy done to find that she did have intussusception (death of the small intestines) and would have lost 40-50% of her small intestines and would have problems for the rest of her life. Intussesceptions are largely caused by blockages in the intestines.

Business

Response:

Dear Revdex.com,

At the original time of this case, I worked with [redacted] to resolve his concerns about [redacted]'s care.

He provided me with all of his call records to show that he had tried to call us with his concerns about [redacted].

I followed up by comparing his call records with our digital phone records and let him know what my findings were.

12/4 (two days after the pet was released from WVRC)

5:41 am - 10-minute call ([redacted]) : Client Service Rep took call, who offered an exam and documented the call

An exam was offered, but the client wanted to check with other hospitals and would call us back and let us know what they wanted to do.

There are three calls to WVRC on 12/5: [redacted] hung up after a few seconds, and therefore before any of these calls could be answered

12/5

5:05 pm - 4 seconds ([redacted])

5:06 pm - 6 seconds ([redacted])

5:06 pm - 6 seconds ([redacted])

Based upon [redacted]'s phone records and WVRC's phone records, no other calls were made to WVRC between 12/4 and 12/13.

As for the claim that no one called him following surgery on 12/1, we have documented that:

7:37pm - Owner called, spoke to [redacted] who mentioned that the bloodwork looked OK and we would be going to surgery with “[redacted]” within the hour.

8:27pm - CSR called owner and spoke to [redacted] and notified him that we were just going into surgery and would call him when we finished.

10:52pm - [redacted] called owner and spoke to [redacted] to update him on how the surgery went and what we had found.

Based upon all phone records from [redacted] and WVRC, there is no evidence that we were either dismissive or unresponsive to [redacted].

We were not given a chance to respond to his concerns on 12/4 and were told by [redacted] that he had sought care at another veterinary hospital.

He stated that the reason he didn’t come in when we recommended him to on 12/4, was because he wanted to check with other veterinarians.

I told him that it was Ok to seek help at another facility, but that we were not contacted after his initial call on 12/4.

He then discussed the fact that on 12/11 another veterinarian at another facility saw that there was packed stool in the puppy’s colon and that [redacted] mistakenly assumed it was because we left it in there during surgery and missed something.

I explained that the finding of stool in the colon was 10 days after the initial surgery, and was not directly related to the surgery.

I stated that although this was an unfortunate situation, we did nothing improper or inappropriate.

Our follow up was good and we offered help, as well as financial assistance in the form of 3 months free credit.

We were not given the opportunity to treat the puppy immediately following surgery, nor did we know it was doing poorly.

We are sorry for his loss, and know that the loss of pet is difficult and can be hard to resolve, but WVRC is not at fault for the illness of his puppy.

Respectfully submitted,

Practice Manager

WVRC

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted] and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, I'd like to thank [redacted] for her fast response addressing this issue. If her sense of urgency was shared by some of her staff at WVRC, I might be writing a different letter. At the time of the care at WVRC, [redacted] and I did compare the phone logs, throughout the procedure; we were told that we would be kept notified throughout [redacted]’s treatment. This again was not the case, as she has mentioned WE made all follow up calls.

I want to stress, I was always concerned about our dog’s well being. [redacted] says there is “no evidence” that WVRC was dismissive or unresponsive, I must disagree. For instance, upon calling in the on 12/4 to a Client Service Rep for 10 min. we covered all of our concerns with [redacted]’s symptoms (Vomiting, Pain, Gums are not their normal pink color, Straining to urinate or defecate, especially if nonproductive. Pet continues to not eat or drink for more than 24 hours) these are pulled directly from WVRC's list to seek further treatment. WVRC dismissed all our concerns as “normal” recovery and medication side effects. When addressing [redacted] initially, she said that the only thing that was recorded was lack of bowel movement.

We were told to wait and see how [redacted] progresses. It was not until I pleaded that something was wrong that we were told to come in. I didn't go back for a third time to WVRC to allow for yet another follow up because it was my poor experience with the clinic, the fierce deterioration of [redacted], time constraints, and further recommendations, which forced us to take [redacted] to a facility we believed would give the best treatment given the circumstances and we didn't feel taking [redacted] back to WVRC was our best option.

Looking back, we would have absolutely gotten a second opinion from another emergency vet clinic (prior to surgery) if we had known it would have cost us the life of [redacted].

[redacted] has also addressed the finding of the stool in the colon 10 days after the surgery; we were told that WVRC, during the surgery, the surgeon physically examined the entire intestines during the surgery. Here is a question WVRC couldn’t answer: If the patient hasn't consumed food for the past 10 days to produce stool, how does stool produce itself in the intestines? The answer is simple; it was either left there during surgery or overlooked.

In my opinion, I was only at fault for not asking for a second opinion pre-surgery. I failed to do this because I put all my faith into believing that WVRC would heal our dog (which they neglected to do). WVRC, on the other hand, is at major fault; they released a patient, who was still ill and showing all symptoms pre and post operation. WVRC allowed our dog to leave the clinic early and gave incorrect treatment, inadequate supervision, and failed to provide preventative care to our puppy while she was in their custody. We feel that offering three months credit is not a substantial reimbursement for the life of our pet.

Review: My sons cat became very ill on a late Saturday night January 17th, 2015. I offered to let him use my credit card to take the cat to the animal hospital. Once cat was admitted the hospital called me to get my information. I gave them the credit card number over the phone. They told me that they were going to authorize the card for $1600.00. That would be the low end and if needed the high end would be $2600.00. But for that moment they were authorizing it for $1600.00. Naturally I figured they would have to call to inform me of any increases or to get my permission to authorize any more credit on my card. By Monday January 19, 2015 I found out from my son that the bill was up over $2200.00. I called the hospital to find out what was going on and how much my bill was. The Dr. informed that the bill was over $2700.00. I told her what I was told the night the cat was admitted. And she agreed with what I said. I then asked her how much more this was going to cost since they were refusing to let my son remove the cat from their care. She told me another $500.00. And then there would be medicines as well. I was very upset. I explained that it was much more then what I was told it would be. Even over the total they gave me was the maximum. Her answer to that was that they knew the card limit was $3200.00 and thought they could use that. I NEVER authorized anyone to go any higher then the $1600.00 to start. And especially to max out my card. And no one ever called me to check. At that point I was so upset. I didn't know what to do. They would not let us remove the cat. I ended up under a stressful moment saying they could not go over $3000.00 or they would have to pay for it themselves.

I am just so upset with all of this. I don't feel I should have to pay anything over the $1600.00 that I authorized. And definitely not over the $2600.00. How can they just run my card up with out asking? My name is the only name on the card. I became even more upset when I read reviews that say I am not the only person they have done this to.Desired Settlement: I really feel that they should be refunding me some of the money. My son asked to take the cat home when they couldn't find anything wrong and he saw the cat was doing much better and that the bill was climbing up. They are the ones who told him they wouldn't allow that. At that point it was $2200.00. It is totally wrong how they handled the billing and my credit card.

Business

Response:

Review: Upon taking my dog, to this clinic I was advised of the recommended plan of action for him. While this was being explained to me, I was told there was a special pancreatic test that could be given but that it would not be included at that time as it was a more expensive test to do and that it would be brought up at a later time for discussion after other tests.When I arrived to pick my pet up, I was advised to go to the front desk to make payment. At that time the payment was made and took my pet home. When I arrived home, I read through the discharge instructions only to find that the special pancreatic test had been performed after all. Upon calling the office to express my disapproval and asking for re-imbursement I was met with "I'm sorry you feel that way mam". This was repeated several times. I then asked to speak with the manager. A message was taken for that person and I never heard from that person.Desired Settlement: I feel it is only right that I should be reimbursed for the test which I never gave my consent to be performed.

Business

Response:

Dear Ms [redacted]

NEVER do business with them! I referred a friend here when her dog had parvo. They treated her dog then sent the remainder of HER bill to me. They have now threatened me with a lawsuit and put this on my credit report. How is it my fault that they failed to get her contact info? This has been a nightmare. I have called multiple times and they have not taken care of it. They don t care about ruining my credit and my money. They have not contacted the person responsible at all. Very unprofessional people that can t even bill the right person. NEVER do business with them and NEVER EVER refer someone. You will end up having to pay THEIR bill.

Took my 14 year old dachsund to the Waukesha location on 2 seperate occasions both of which were horrible-there will not be a 3rd. Last night July 8th got there at 6:30. Seemed to start ok. Took us into s room right away where tech took vitals. Then the wait....after a couple of hours finally a visit from the MD. Talked to us about "the plan" and went and got the payment summary 500-600 dollars for lab work X-ray, fluids under the skin and medicine to take home. Agreed to this being done. Another hour goes by at which I got upset and asked the front desk when someone would be in to draw blood (I had my dog with me the whole time). Tech comes in to take dog at which point I told her we had agreed to do everything but the xray-didn't need to know if there was a mass in her stomach as she is 14 years old and I would not do chemo-seems cruel-i am a nurse. Another hour goes by. I ask the tech if labs have been done as
My dog has not been brought back to me-I was informed ni-they had to wait till 2 techs were available-they bring back dog to me. Half hour later tech finally comes to take dog for blood work. Dr comes in and starts explaining xray. I said xray? I specifically told the girl I did not want it and even asked to sign paper! Dr then lies to me saying tests were done BEFORE I had said no to xray! I then told the Sr I knew she was lying because I had my dog WITH ME when the girl came to get her for tests and had told her NO XEAY! Oh. BUSTED! They took that charge off the bill, quickly pushed some fluids under her skin and we were out the door in 5 minutes. In to her regular vet 8 hrs later..iv fluids, let me stay the whole day with her in a room just for us. Iv antibiotics iv medicine stool sample and 3 meds to go home with-all for the same amt I got at Vet ER! DO NOT take your animal there!!!