Brookfield Veterinary Hospital

Complaint: [redacted] I am rejecting this response because: I started a new client relationship with Brookfield They redid tests that were already done a few weeks prior - I agreed to this based on wanting to find a new vet I did express dissatisfaction with the pushing of the French shampoo - my dog does not have dry skin - never did - review previous vet records I also expressed dissatisfaction that the vet I saw said come in any time for a blood draw The front desk people told me that was not correct and that I needed an appointment with the nurse Then I called for a refill and asked the front desk to get back to me The vet also said I just needed to stop by to refill his prescription When I called on a Saturday for a refill, the front desk said that I needed to give them hours in advance I told them was out and couldn't wait until Monday The front desk said they would check with the doctor and call me back by 10am I did not hear anything back and I was very worried about not having [redacted] prescription I called again around or 2pm and she said "oh it's sitting right here" So yes, I did express to them that I did not appreciate the vet telling me I could drop by for the blood work or the medication and the front desk saying that I could not I told the front desk that there is an obvious disconnect So if they want to terminate someone because they express their dissatisfaction but that does not mean you get to do tests that were previously done and I agreed to as a good faith effort in wanting to establish a relationship going forward Now, I will have to do these tests all over again when finding a new vetI at the very least want the money I paid Brookfield back I went there spending money for things that were just done because THEY needed it to treat [redacted] going forwardI complained about my experience in hopes of having an improved relationship and they refused to see *** I need the initial office charge from 1/in the amount of $82.97, the blood draw fee on 1/of $and the medication that made him ill which they refused to even answer a question about for $ It is outrageously arrogant to think they can take my money after in good faith I paid the necessary charges to establish [redacted] as a patient at their clinic (when they had all his previous records) then refuse to treat him or even answer a question when he was ill from the medication they prescribed because I told them of my experience And because I have high standards for [redacted] care, yes I have been to another vet previously and did not like themThat has nothing to do with my experience at Brookfield - perhaps I was discriminated by Brookfield on account of this Sincerely, [redacted]

RE: ID [redacted] .To whom it may concern:The owner brought her dog to our hospital for a refill of her dog’s thyroid medication at the end of January This medication had originally been prescribed elsewhere and we were requested to do a blood test to check his thyroid levels to make sure the dosage was correctThe owner also indicated that her dog had dry skinWe did the bloodwork which indicated that the dose was correct, and recommended a shampoo for the dry coatThe owner brought her dog in for a total of two visits – once for the initial exam with the doctor, and a second visit with a nurse for a blood drawDuring all of our interactions with the owner, she expressed dissatisfaction regarding her previous veterinarian, and dissatisfaction with our servicesShe was acting in a generally confrontational manner and it was apparent that there was no trust or respect concerning our staff or the services that we providedFollowing a discussion with our staff that interacted with this person, it was evident that due to her lack of trust, we could not continue to provide her further services and indicated this to her in writingWe provided excellent care and service for a fair price so we do not feel that any refund is appropriateI cannot comment as to what happened at the ERIf the attending veterinarian felt that it was appropriate to do these diagnostics given the history the owner provided, and the owner consented, then the owner is responsible for those feesIf she feels that the services provided by the ER were unnecessary, then she needs to contact the ER to discuss a refund of those fees by the ERSincerely, Dr Howard R [redacted] Brookfield Veterinary Hospital-- Brookfield Veterinary HospitalELkSammamish Pkwy NERedmond, WA 98052(425) 895-

RE: ID ***.To whom it may concern:In response to the customer's rejection of our response, we stand by our previous statement and have nothing more to add.Sincerely, Dr Howard R***

RE: ID [redacted].To whom it may concern:The owner brought her dog to our hospital for a refill of her dog’s thyroid medication at the end of January 2017. This medication had originally been prescribed elsewhere and we were requested to do a blood test to check his thyroid levels to make sure the...

dosage was correct. The owner also indicated that her dog had dry skin. We did the bloodwork which indicated that the dose was correct, and recommended a shampoo for the dry coat. The owner brought her dog in for a total of two visits  – once for the initial exam with the doctor, and a second visit with a nurse for a blood draw. During all of our interactions with the owner, she expressed dissatisfaction regarding her previous veterinarian, and dissatisfaction with our services. She was acting in a generally confrontational manner and it was apparent that there was no trust or respect concerning our staff or the services that we provided. Following a discussion with our staff that interacted with this person, it was evident that due to her lack of trust, we could not continue to provide her further services and indicated this to her in writing. We provided excellent care and service for a fair price so we do not feel that any refund is appropriate. I cannot comment as to what happened at the ER. If the attending veterinarian felt that it was appropriate to do these diagnostics given the history the owner provided, and the owner consented, then the owner is responsible for those fees. If she feels that the services provided by the ER were unnecessary, then she needs to contact the ER to discuss a refund of those fees by the ER. Sincerely, Dr Howard R[redacted]Brookfield Veterinary Hospital-- Brookfield Veterinary Hospital6535 E. Lk. Sammamish Pkwy NERedmond, WA 98052(425) 895-8888

Complaint: [redacted]
I am rejecting this response because:  I started a new client relationship with Brookfield.  They redid tests that were already done a few weeks prior - I agreed to this based on wanting to find a new vet.  I did express dissatisfaction with the pushing of the French shampoo - my dog does not have dry skin - never did - review previous vet records.  I also expressed dissatisfaction that the vet I saw said come in any time for a blood draw.  The front desk people told me that was not correct and that I needed an appointment with the nurse.  Then I called for a refill and asked the front desk to get back to me.  The vet also said I just needed to stop by to refill his prescription.  When I called on a Saturday for a refill, the front desk said that I needed to give them 24 hours in advance.  I told them was out and couldn't wait until Monday.  The front desk said they would check with the doctor and call me back by 10am.  I did not hear anything back and I was very worried about not having [redacted] prescription.  I called again around 1 or 2pm and she said "oh it's sitting right here".  So yes, I did express to them that I did not appreciate the vet telling me I could drop by for the blood work or the medication and the front desk saying that I could not.  I told the front desk that there is an obvious disconnect.  So if they want to terminate someone because they express their dissatisfaction but that does not mean you get to do tests that were previously done and I agreed to as a good faith effort in wanting to establish a relationship going forward.  Now, I will have to do these tests all over again when finding a new vet. I at the very least want the money I paid Brookfield back.  I went there spending money for things that were just done because THEY needed it to treat [redacted] going forward. I complained about my experience in hopes of having an improved relationship and they refused to see [redacted].  I need the initial office charge from 1/25 in the amount of $82.97, the blood draw fee on 1/28 of $146.59 and the medication that made him ill which they refused to even answer a question about for $21.71.  It is outrageously arrogant to think they can take my money after in good faith I paid the necessary charges to establish [redacted] as a patient at their clinic (when they had all his previous records) then refuse to treat him or even answer a question when he was ill from the medication they prescribed because I told them of my experience.  And because I have high standards for [redacted] care, yes I have been to another vet previously and did not like them. That has nothing to do with my experience at Brookfield - perhaps I was discriminated by Brookfield on account of this.
Sincerely,
[redacted]