Animal Haven Veterinary Center

Review: I took my West Highland Terrier to Dr. [redacted] who mis-diagnosed him, gave me expired eye drops for him (3 times), said he had corneal problem. No change from my seeing this vet. I decided to take him to specialist. My dog had a tumor in his eye and had to have his eye removed. I want this vet to refund to me the money I spent in there. Nobody benefited from seeing her except HER. I have called the office telling them what I would like (spoke to receptionist) and she said she'd have the doctor call me back but of course this never happened. I do not feel I should have had to hand her money for absolutely nothing, in fact, maybe harm done to my dog.Desired Settlement: I would like all money I spent in there refunded to me. This includes the office visit and the medications (2 different eye drops) I bought 3 TIMES that was absolutely no good for him and one of which was expired--for which I was told "oh, it is good for a year after the expiration date." never in my life has a doctor given me or my animal anything expired.

Business

Response:

Below please find the letter submitted to the veterinary licensing board in response to a complaint submitted by this customer. The letter addresses all of the issues stated in the complaint to the Revdex.com. For privacy reasons, submittal of specific records as indicated in the draft letter are not being submitted to the Revdex.com. Also, please note that since the client has placed a complaint against Dr. [redacted]'s veterinary license, we cannot communicate directly with her. Of special note though, the records we have obtained from the veterinarian this owner saw prior to coming to our office due to the filing of her complaint against Dr. [redacted]'s license indicate that the veterinarian at this office noted changes to the structures of the eye based on ophthalmologic examination conducted at what seems to be a wellness and routine vaccination visit. The owner unfortunately allowed the state of the eye to deteriorate to a state whereby examination of the inner structures of the eye were not possible upon her first visit to our office. Should she have followed the recommendation of that veterinarian and seen an ophthalmologist at that time, perhaps earlier intervention could have been taken at that time. The owner declined numerous recommendations to see a specialist on at least 4 different occasions by 3 different people and furthermore, declined even the specialists recommendations to have the removed eye tissue biopsied to determine possible necessary treatments based on those biopsy results. As veterinarians we can only treat what is visble at that specific point in time and what the owner consents to us doing.

The complaint also references our office not returning her call to complain. Dr. [redacted] did in fact call her and left a message on her machine when she called our office seeking refund after the eye had been removed at the emergency/referral hospital. The message stated in effect that we were sorry to learn of Snowy's need for eye removal but that the treatments at our office were all that could be done given the state of the eye upon presentation and her decline to see a specialist. Nothing that was or was not done resulted in what was the ultimate problem - a tumor! The owner also declined numerous recommendations (both at our office and the vet prior) and even given the need for her dog's eye to be removed declined recommendations of even the specialist for biopsy. She needs to keep her repeated declinations in mind when trying to place "blame" the progression of her dog's eye condition.

Also of note when we received records from the other 2 hospitals concerning this case is that the records document numerous irate and negative phone calls from this owner with the office staff at each veterinary office. It seems she is not happy at any of the 3 offices she attended, which seems unwarranted as we have a very positive relationship with each of the other hospitals and know first-hand the high professionalism of these colleagues.

Please let me know if you need anything further regarding this complaint.

Dr. [redacted], Here is my rough draft of the answer. Once I have the White Clay chart I can add to that portion. Please let me know if you have any suggestions or changes on this part. Thanks. [redacted]l)

Consumer

Response: