Best Friends Animal Hospital

Since this charge is currently under dispute with [redacted] , I would like to allow the dispute process to complete before agreeing to any new terms or conditions proposed by the World of RugsAlso, World of Rugs sent a certified letter stating that the rugs were considered abandoned property as of 8/26/See pages and of attachmentNote the incorrect address on the letter compared to the address on the hand written receiptIn my letter to [redacted] compared to theirs, the timeline of events and what events occurred are differentThey stated I received all the rugs from the beginning, which I did notAgain, I would like to give [redacted] time complete the dispute process if World of Rugs is not willing to refund the purchase at this point

Complaint: [redacted] I am rejecting this response because: This company’s reply is not factual or honestI ask the author of this response, are you attempting to blame me for your own communication flaws? There are many points made I would like to counter, and they are based around what I was explicitly told by the Best Friends Animal Hospital First, yes, I was informed this was a life threatening conditionHowever I was told with this treatment followed with a continuous diet plan, the feline would be savedThis is the reason why I was comfortable spending the high amount I didInitially I received two bills to overlook, one on the higher and one on the lower sideI chose the lowerI am not wealthy by any means and this amount was difficult for me to affordThe veterinarian did not tell me this was a lifelong condition, medication can often fail, and that the patient would require surgeryThis was all revealed to me after I had paid for the hospitalizationThis response states “for patients which do not respond to medical management (as in this case) may require surgical management to remove the more narrow part of their urethra”This was never explained to me or even mentioned until payment was receivedThe response additionally states “they were informed that only two nights of hospitalization with the urinary catheter could result in the need for additional care or replacement of the catheter, if the patient was not able to urinate after having the catheter out”While I was told this, they did not state this was an extra chargeI thought this was included in the service I paid for, if it were to failI was told is that he was in good hands and would be healedI believed them that he would live, as they sounded quite confidentI do not understand the relevance of mentioning the missed phone calls, as the author brings up several timesI explained to the hospital I work a 45-hour a week job in the mornings, six days a week, as well as going to collegeThis was clearly defined to themI work this often to be able to pay for emergencies such as thisI had to work overtime just to cover the high medical expenseThey called my phone in the mornings, while I was at work and unable to answerThey left me voicemails on his progress which I listened toThey asked me to “call them back if I had any questions”, I did not, and thus there was no purpose of calling backWe did speak on the phone once throughout the three days to discuss when the patient would be returned, and they told me the following day would be fine, and that he was making terrific progressI called the following day to pick him up and return him home The veterinarians told me to keep an eye on the patient and told me he would need to return if he did not improveFor the first night, he did quite alright, but did not urinateI contacted the office and they requested I monitor the patient overnight and call them at a later time, which I agreed toI monitored him and he appeared healthy, he had his energy back, and I assumed he would urinate at a later timeHe did notI work at am and had to spend my day at work, I could not monitor himWhen I returned home, he was even worse than beforeThere was no more crying in pain, instead he was silent, and twitchingHe stayed in one spot and looked horribleConcerned, I contacted the office and explained what was happeningAs mentioned in my original complaint, I spoke to a man on the phone named DrJohnI told him the patient was in even worse condition then when he arrived, and asked what my next steps should beHis response was “just bring him in”I responded with asking if this would cost more money, and that I could not afford to spend moreHe suggested bringing my cat in for all the same procedures that I was told were being done alreadyThis leads me to question if the procedures were even performedHe spoke to me in a very condescending, unprofessional toneHe was very disrespectful and impatient with meThere is no excuse as to why I should pay this much for care and see no resultsHe offered me no advice or support, besides bringing the patient back in and spending more moneyI began to seek other local animal hospitals to see if they could help, however after spending this much at a facility I wanted for them to make it right.The only suggestion made was contacting an emergency hospital, which again was far outside my budgetI contacted this hospital to see their prices and they just couldn’t workPaying nearly $1,to a veterinary hospital is not a small budget, in fact it’s more than most pet owners would or could payThis should have been plenty to see results.This response contains a complete deception on the authors part: “we offered humane euthanasia free of charge for the procedure”I monitored the patient in hopes he would get better as he was when he was initially returnedI considered maybe it was because he refused to take his medicationAdditionally worth noting, I had asked the veterinarians on tips to help him take his medication, which they did not offer (besides me coming back in and spending more)I did eventually get him to swallow pills, and I hoped this would increase his conditionHowever he did not get better, and I accepted the hard truth I would have to put him to sleep after all I had tried doingI contacted the office, I requested to speak to the supervisorShe was not available but later returned my callI once again explained my situation and how upset I wasHowever, I was not ‘offered’ humane euthanasia free of chargeI demanded it be done based on the fact I paid for a service (saving my pets life) which I did not receiveI told them I was not paying another chargeBesides revising the original bill total, there were zero actions on the company’s part to remedy the situation when I told them I could not afford anything elseThe free bag of food mentioned in the reply had been opened by another customer and was unable to sell, so they donated it to me instead of throwing awayIt’s made to sound as if the company took a loss, however they did notShe put me on hold, I assume to discuss my request, and agreedI brought the patient in later that day to be euthanizedUpon arriving, I brought my original bill and highlighted areas in which I did not agree with the chargeThe doctor did not even look at the page or really listen to my points, and told me they can’t do refunds on a service already performedI was really too upset to argueI holding back tears when it was time to say goodbye to my petThe doctor, very insensitively, stated that more could have been done if I had spent more moneyThey even interrupted me while I explained my concernsAfter they took him away, she told me I made the right decision because he would have had to have surgery which even then is not guaranteed successfulAgain, this should have been disclosed to me prior to my payment, not afterThe name of the veterinarian who worked with me is named SahaH***She was the doctor who did not disclose to me that he would need surgery or that I would be “medically and financially starting all over again with the procedures” (from the response) if the procedures were to failShe is the doctor who told me if I spent more I’d have better results and then that I made the right decisionAdding to this, she told me it was her first day working there when I brought my pet in for hospitalizationIf it were her first day, she should have been shadowed by superiors.Through research, I found her license number is It’s my belief based on my experience and the company’s response, they are only in this field for profitThey knew I had limited financial resources and had me pay a large amount for hospitalization without telling me it would require expensive surgeryAnd that even though I told them I could not afford another procedure, they took no attempts to fix their failed proceduresThey were very insensitive to my situation and I believe they have a complete disregard for animal life or the love the owners have for themTo be disrespected by the staff is simply not okay for a businessI did not decline care, I would have gladly accepted it, however there was no profit involved for them so it was not worth their whileCare should have been provided by the Best Friends Animal Hospital based on the fact I had already paid them for a service which was ineffective, and that I explained I could not afford another treatmentIt’s implied by the response the situation they believe my frustration was remedied by the fact that the humane euthanasia was free, however this was not a service they even offeredIf they were in their professions for the correct reasons, they would have taken more a more proactive approach to save himInstead they let both of us down Sincerely, [redacted]

***” Blocked cat• Revdex.com case # ***• • This patient was presented to our veterinarian clinic with a serious life threatening urinary blockageThe patient had not urinated in at least hoursWithout anesthetizing the patient to place a urinary catheter and empty the bladder the patient could
have diedRadiographs (x-rays) were required to rule out any urinary stone blockage, which would require immediate surgery if was the case, this patient did not have urinary stones and only removing the obstruction and catheterization was needed in this caseThis catheter is then kept in for 3-days depending on each individual patient's’ response to therapy and removal of the urinary catheter too soon can result in relapse and the need to re-catheterize and restart treatments from square one againThis condition is a common emergency in neutered male catsThis particular patient had had a early more mild form of this condition one year prior and life long prescription dietary management was recommended (as is routine for these cases) this owner had stopped all prescription foods for at least months prior to this patient’s relapse.• The biggest complication with cats with this condition, commonly referred to as Feline Lower Urinary Tract Disease syndrome (FLUTD), is that it can recurFor patients which do not respond to medical management (as in this case) may require surgical management to remove the more narrow part of their urethra and make is less likely to have a urinary obstruction in the futureUnfortunately, even this surgery is not without potential complications and it is not routine to start a patient with this surgeryOne starts with medical management and then moves onto surgical management if they do not respondThere is no guarantee that any patient will only require one type of therapy without trying the other first, and surgery is more expensive and invasive up front than the medical management and that is why you start there. In this case the owner was presented with 3-iterations of their bill, where we offered the gold standard of care (longer hospitalization and more aggressive medications including long acting injections vs oral therapy) and worked down to accommodate their personal financial situationThey were informed that only two nights of hospitalization with the urinary catheter could result in the need for additional care or replacement of the catheter, if the patient was not able to urinate after having the catheter outIf this was the case they would be medically and financially starting all over again with the proceduresFor this reason being as aggressive as possible on the front end often ends up saving patients, stress, additional time in the hospital and clients more money in the long runThe owner was aware that this condition is something that often recurs and the disease/disease process was discussed at length prior to initiating treatment.While the patient was hospitalized we called 1-times per day to discuss the patient's progress and the owner never picked up, so voicemail messages were left daily and the owner never called back until the end of days nights of hospitalizationAt this time we discussed pulling the urinary catheter and seeing if the patient urinated on their own, as keeping it in any longer was not an option due to financial constraintsAs it happened the patient did have large urine clumps on his own during that day and he was sent home that eveningThe patient went home with a large donated bag of prescription food which we gave to the client free of charge, antiinflammatory, antibiotic and urinary relaxant medications. About hour after the patient arrived home, he went to his litter box and was posturing to urinate and the owner called to discuss the situationThe doctor explained that sometimes after having the catheter in there can be irritation making them feel like they need to urinateHis bladder was palpated by the doctor before he left and it was empty and he had just filled the litterbox prior to going home, thus the doctor said monitor overnightIf the patient did not urinate by the morning the owner was aware they needed to bring the patient in first thing in the morning to continue careThe owner was called to follow up in the morning, did not pick up and a voicemail was leftWe did not hear from the client until Saturday which was days after he went homeThe patient had not urinated since discharge and again had a life threatening urinary blockageIt was strongly recommended that the patient be brought in for medical treatmentThe owner continued to decline care for financial reasons and because they could not make it in until Sunday (when our clinic was closed)The owner was advised this is potentially life threatening emergency and waiting is not advised, they again declined serviceThey were informed of their only option for care overnight or on Sunday is the hr emergency center, which we informed is more expensive than us for hospitalization and treatment. When we heard back from the owner on Monday, the owner had not taken the patient in to receive any medical care all weekend and it was clear the patient was sufferingWe offered humane euthanasia free of charge for the procedure, with the only cost being the $we are charged to have the patient mass cremated. This was a heartbreaking and challenging case on all sides, as he was a very sweet cat unfortunately with a serious medical conditionFLUTD does not just go away on its own, it requires life long dietary management and recurrence is commonIt is a disease we have to manage, not cureWe tried to keep costs as low as possible and work with the clients specific needs in this case, but unfortunately the outcome was not as everyone had hoped. All in all, the client received: • Office call• overnights and days of hospitalization• with twice daily doctor medical exams, doctor phone follow up with the client, administration of all medications, kennel care and IV fluids• Abdominal radiographs• Urinalysis• Intravenous catheter and fluids for all days• Anesthesia, removal of urinary obstruction and indwelling urinary catheter for days• days of antibiotics• weeks of anti-inflammatories• days of medications for urinary irritation TOTAL = 903.90• free bag of prescription foodfree euthanasia procedure, with cremation at $

Since this charge is currently under dispute with [redacted], I would like to allow the dispute process to complete before agreeing to any new terms or conditions proposed by the World of Rugs. Also, World of Rugs sent a certified letter stating that the rugs were considered abandoned property...

as of 8/26/16. See pages 3 and 4 of attachment. Note the incorrect address on the letter compared to the address on the hand written receipt. In my letter to [redacted] compared to theirs, the timeline of events and what events occurred are different. They stated I received all the 3 rugs from the beginning, which I did not. Again, I would like to give [redacted] time complete the dispute process if World of Rugs is not willing to refund the purchase at this point.

Complaint: [redacted]
I am rejecting this response because:                This company’s reply is not factual or honest. I ask the author of this response, are you attempting to blame me for your own communication flaws? There are many points made I would like to counter, and they are based around what I was explicitly told by the Best Friends Animal Hospital.     First, yes, I was informed this was a life threatening condition. However I was told with this treatment followed with a continuous diet plan, the feline would be saved. This is the reason why I was comfortable spending the high amount I did. Initially I received two bills to overlook, one on the higher and one on the lower side. I chose the lower. I am not wealthy by any means and this amount was difficult for me to afford. The veterinarian did not tell me this was a lifelong condition, medication can often fail, and that the patient would require surgery. This was all revealed to me after I had paid for the hospitalization. This response states “for patients which do not respond to medical management (as in this case) may require surgical management to remove the more narrow part of their urethra”. This was never explained to me or even mentioned until payment was received. The response additionally states “they were informed that only two nights of hospitalization with the urinary catheter could result in the need for additional care or replacement of the catheter, if the patient was not able to urinate after having the catheter out”. While I was told this, they did not state this was an extra charge. I thought this was included in the service I paid for, if it were to fail. I was told is that he was in good hands and would be healed. I believed them that he would live, as they sounded quite confident. I do not understand the relevance of mentioning the missed phone calls, as the author brings up several times. I explained to the hospital I work a 45-hour a week job in the mornings, six days a week, as well as going to college. This was clearly defined to them. I work this often to be able to pay for emergencies such as this. I had to work overtime just to cover the high medical expense. They called my phone in the mornings, while I was at work and unable to answer. They left me voicemails on his progress which I listened to. They asked me to “call them back if I had any questions”, I did not, and thus there was no purpose of calling back. We did speak on the phone once throughout the three days to discuss when the patient would be returned, and they told me the following day would be fine, and that he was making terrific progress. I called the following day to pick him up and return him home.   The veterinarians told me to keep an eye on the patient and told me he would need to return if he did not improve. For the first night, he did quite alright, but did not urinate. I contacted the office and they requested I monitor the patient overnight and call them at a later time, which I agreed to. I monitored him and he appeared healthy, he had his energy back, and I assumed he would urinate at a later time. He did not. I work at 4 am and had to spend my day at work, I could not monitor him. When I returned home, he was even worse than before. There was no more crying in pain, instead he was silent, and twitching. He stayed in one spot and looked horrible. Concerned, I contacted the office and explained what was happening. As mentioned in my original complaint, I spoke to a man on the phone named Dr. John. I told him the patient was in even worse condition then when he arrived, and asked what my next steps should be. His response was “just bring him in”. I responded with asking if this would cost more money, and that I could not afford to spend more. He suggested bringing my cat in for all the same procedures that I was told were being done already. This leads me to question if the procedures were even performed. He spoke to me in a very condescending, unprofessional tone. He was very disrespectful and impatient with me. There is no excuse as to why I should pay this much for care and see no results. He offered me no advice or support, besides bringing the patient back in and spending more money. I began to seek other local animal hospitals to see if they could help, however after spending this much at a facility I wanted for them to make it right.The only suggestion made was contacting an emergency hospital, which again was far outside my budget. I contacted this hospital to see their prices and they just couldn’t work. Paying nearly $1,000 to a veterinary hospital is not a small budget, in fact it’s more than most pet owners would or could pay. This should have been plenty to see results.This response contains a complete deception on the authors part: “we offered humane euthanasia free of charge for the procedure”. I monitored the patient in hopes he would get better as he was when he was initially returned. I considered maybe it was because he refused to take his medication. Additionally worth noting, I had asked the veterinarians on tips to help him take his medication, which they did not offer (besides me coming back in and spending more). I did eventually get him to swallow pills, and I hoped this would increase his condition. However he did not get better, and I accepted the hard truth I would have to put him to sleep after all I had tried doing. I contacted the office, I requested to speak to the supervisor. She was not available but later returned my call. I once again explained my situation and how upset I was. However, I was not ‘offered’ humane euthanasia free of charge. I demanded it be done based on the fact I paid for a service (saving my pets life) which I did not receive. I told them I was not paying another charge. Besides revising the original bill total, there were zero actions on the company’s part to remedy the situation when I told them I could not afford anything else. The free bag of food mentioned in the reply had been opened by another customer and was unable to sell, so they donated it to me instead of throwing away. It’s made to sound as if the company took a loss, however they did not. She put me on hold, I assume to discuss my request, and agreed. I brought the patient in later that day to be euthanized. Upon arriving, I brought my original bill and highlighted areas in which I did not agree with the charge. The doctor did not even look at the page or really listen to my points, and told me they can’t do refunds on a service already performed. I was really too upset to argue. I holding back tears when it was time to say goodbye to my pet. The doctor, very insensitively, stated that more could have been done if I had spent more money. They even interrupted me while I explained my concerns. After they took him away, she told me I made the right decision because he would have had to have surgery which even then is not guaranteed successful. Again, this should have been disclosed to me prior to my payment, not after. The name of the veterinarian who worked with me is named Sahaja H[redacted]. She was the doctor who did not disclose to me that he would need surgery or that I would be “medically and financially starting all over again with the procedures” (from the response) if the procedures were to fail. She is the doctor who told me if I spent more I’d have better results and then that I made the right decision. Adding to this, she told me it was her first day working there when I brought my pet in for hospitalization. If it were her first day, she should have been shadowed by superiors.Through research, I found her license number is 7403.                 It’s my belief based on my experience and the company’s response, they are only in this field for profit. They knew I had limited financial resources and had me pay a large amount for hospitalization without telling me it would require expensive surgery. And that even though I told them I could not afford another procedure, they took no attempts to fix their failed procedures. They were very insensitive to my situation and I believe they have a complete disregard for animal life or the love the owners have for them. To be disrespected by the staff is simply not okay for a business. I did not decline care, I would have gladly accepted it, however there was no profit involved for them so it was not worth their while. Care should have been provided by the Best Friends Animal Hospital based on the fact I had already paid them for a service which was ineffective, and that I explained I could not afford another treatment. It’s implied by the response the situation they believe my frustration was remedied by the fact that the humane euthanasia was free, however this was not a service they even offered. If they were in their professions for the correct reasons, they would have taken more a more proactive approach to save him. Instead they let both of us down.
Sincerely,
[redacted]

World of Rugs acknowledges Mr. [redacted]'s response and understands he is waiting on [redacted] to review again.