Austin Veterinary Emergency & Specialty Center

NO COMPASSION. TERRIBLY UNORGANIZED, AWFUL COMMUNICATION. STUPIDLY LONG WAITS. NO FINAL DIAGNOSIS. STILL WAITING FOR PAPERWORK. OVERCHARGED.
Late last Tuesday night, my dog presented with acute, sudden hemorrhaging out of his rectum. We were petrified, worried he was going to bleed to death. I called the ER closer to my house (full) and they referred me here. I arrived with a profusely bleeding dog at 10 pm. Someone came and got him - then I waited over an hour and a half in my car. I finally called reception and was told I was sent an email. I don't have access to email from my phone and asked for someone to come and talk to me about my dog and what was going to happen. I waited. Someone - not a technician- came out, got a brief history of my dog and my signature releasing them of all wrongdoing. I was told I would be called.
At 2 am, I get a call explaining all the things that could be wrong with him but without an ultrasound, they wouldn't know. I was asked if I would give permission for an ultrasound - to which I said yes. When I asked about my dog, is he ok, is he comfortable, is he still bleeding, my questions COULDN'T BE ANSWERED.
Then I got a call at 3:30 am wanting my credit card and being told I would be charged a deposit of $1300 dollars. For what- I asked? What have you done for him already? No one could say what had been done, only some barely explained charges that could happen. Of course, I authorized the deposit charge. Still, no one qualified could tell me if he'd stopped bleeding?
The next morning, around 9 am, a vet tech called me to explain they were waiting for an ultrasound. 'Has the blood stopped? Is he ok, how is he?' Let me check.' She replied. I mean, my GOD, this is our baby and you can't tell me if he's ok? Or what you have done for him to help him?
Finally -Dr. Vaughn called me back. There was a 'shadow' but it wasn't an obstruction and it may or may not be the cause of the bleeding. I asked, what do we do? Obviously, they wanted to keep him longer! To err on the side of caution I asked the vet to call me back around 4 pm and let me know if my dog had passed the 'shadow.' Dr. called at 5:20 pm. Nothing had passed. Is he still bleeding? No. I replied, Fine - I'll be there in an hour an half and I want all of his records printed out and an itemized bill.
I got there, daughter in tow, and called the front desk. They wanted some more MONEY and said our dog would be out shortly. I asked again for my medical records and an ITEMIZED BILL. We waited an hour. As we were waiting, a dead dog arrived and was delivered inside on a gurney. All in front of my kid. Isn't there a back door for that?
When he was brought out, there was NO PAPERWORK & NO BILL (as I requested) and the person who brought him out said the directions for his care were printed out in a bag with some medicine. When I asked her to explain, she said she wasn't qualified to do that. I requested that someone call me asap to explain what we needed to do. Someone called me about 30 minutes later to explain the discharge papers; when I asked where were my bill and his medical records she had no idea what I was talking about.

After six more phone calls, it took two full days to get his medical records and took FOUR days to get an itemized bill. I still don't have a copy of the ULTRASOUND.

Basically, they stopped the bleeding, gave him an IV for fluids, an ultrasound that revealed a 'shadow', and some anti-nausea meds (never vomiting), and I was charged $1675.

Learn how to explain to distraught per owners what is going on, learn some compassion. And get a back door entry for the dead dogs that come into the ER so we don't have to see that. My god. How are you still in business?

Austin Veterinary Emergency & Specialty Center’s (AVES) founding principles are to provide the highest standard of medical care, excellent client service and thorough communication with both our clients and our referring veterinary community. ***’s family and the multiple members of AVES... management have been in communication before and after this complaint was filed with the RevDex.com. ***’s medical condition, prognosis, and the finances associated with his care have been discussed in great detail. The care of our patients and experience of our clients are the most important aspects of our business therefore ***’s family was offered a full refund as a condolence for the loss of their pet. Detailed summary regarding communication before and after the BBB complaint was filed: [redacted] passed away on 11/5/2017. On 11/7/2017, AVES’s office manager communicated with ***’s family regarding their concerns regarding ***’s care. ***’s owner’s requested that our Hospital Director and Boarded Criticalist speak to her family veterinarian, Dr. [redacted] ., to discuss ***’s medical care. At the time of the request, Dr. [redacted] was out of town therefore the conversation was delayed until 11/15/17. At that time, our Hospital Director offered to speak to ***’s owner directly if she had any other questions after speaking with Dr. [redacted] . On 11/21/2017, AVES’s office manager spoke with ***’s requesting to pick up ***’s ashes without paying the remainder of the bill. At that time, ***’s owner was informed that due to ***’s passing, his laboratory sample analysis was cancelled therefore a refund was requested. Due to the Thanksgiving holiday, ***’s family was informed the refund would be processed upon our office manager’s return. On 11/29, our office manager left a message on the family’s voicemail indicating the total of the final bill. Coincidentally, AVES received a form letter from the client contesting all charges. Upon receipt of the legal letter, our Hospital Director spoke with the family in detail regarding ***’s medical care. The owners had already contested the charges with their credit card company therefore the offered full refund was delayed. At this time, the clients have receive a full refund for their care at AVES. AVES has reviewed all aspects of ***’s care and our internal policies and have made necessary changes to ensure that our patient care, client service, and communication are to the highest standard of care. We wish ***’s family well. [redacted] , DVM, DACVECCDiplomate, American College of Veterinary Emergency & Critical CareHospital Director

On the afternoon of November 3, 2017, *** began acting extremely lethargic and in a manner uncharacteristic for him, despite acting normally earlier in the day *** was taken to his primary care vet, Dr*** *** at Southwest Vet, who found that he had a degree fever She was extremely concerned about this condition and recommended that he immediately be taken to an emergency vet She indicated that he was showing signs of a bacterial infection and possibly meningitis, based on symptoms including high fever, lethargy, vomiting, diarrhea, and an uncharacteristic head tilt She indicated that he should be put on fluids and antibiotics immediately She treated *** with a shot to temporarily reduce his fever and took x-rays that were sent to AVES, along with her recommendations, prior to his arrival on November 3,
*** was immediately taken to AVES, and was assigned to be cared for by Dr*** *** He was taken for vitals, however Dr*** did not call

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Austin Veterinary Emergency & Specialty Center’s (AVES) founding principles are to provide the highest standard of medical care, excellent client service and thorough communication with both our clients and our referring veterinary community.  [redacted]’s family and the multiple members of AVES...

management have been in communication before and after this complaint was filed with the Revdex.com. [redacted]’s medical condition, prognosis, and the finances associated with his care have been discussed in great detail.  The care of our patients and experience of our clients are the most important aspects of our business therefore [redacted]’s family was offered a full refund as a condolence for the loss of their pet.  Detailed summary regarding communication before and after the Revdex.com complaint was filed: [redacted] passed away on 11/5/2017. On 11/7/2017, AVES’s office manager communicated with [redacted]’s family regarding their concerns regarding [redacted]’s care.  [redacted]’s owner’s requested that our Hospital Director and Boarded Criticalist  speak to her family veterinarian, Dr. [redacted]., to discuss [redacted]’s medical care.  At the time of the request, Dr. [redacted] was out of town therefore the conversation was delayed until 11/15/17.  At that time, our Hospital Director offered to speak to [redacted]’s owner directly if she had any other questions after speaking with Dr. [redacted].  On 11/21/2017, AVES’s office manager spoke with [redacted]’s requesting to pick up [redacted]’s ashes without paying the remainder of the bill.  At that time, [redacted]’s owner was informed that due to [redacted]’s passing, his laboratory sample analysis was cancelled therefore a refund was requested. Due to the Thanksgiving holiday, [redacted]’s family was informed the refund would be processed upon our office manager’s return.  On 11/29, our office manager left a message on the family’s voicemail indicating the total of the final bill. Coincidentally, AVES received a form letter from the client contesting all charges.  Upon receipt of the legal letter, our Hospital Director spoke with the family in detail regarding [redacted]’s medical care. The owners had already contested the charges with their credit card company therefore the offered full refund was delayed. At this time, the clients have receive a full refund for their care at AVES. AVES has reviewed all aspects of [redacted]’s care and our internal policies and have made necessary changes to ensure that our patient care, client service, and communication are to the highest standard of care. We wish [redacted]’s family well.  [redacted], DVM, DACVECCDiplomate, American College of Veterinary Emergency & Critical CareHospital Director