Coleman Animal Health Center

Review: My Husband had taken our PersianKitten, ([redacted]) into See Dr. [redacted] on, July 3rd, 2013. Dr. [redacted] has always been Excellent and he was at this Appt. however, we needed to bring [redacted] back in on Fridau or Sat. of the same week, (he saw him on a Wdnesday) which would have been 3 days later. His Words ver batem were, "Just bring him back for a "Quick Check" so we can just peek at how his eeye is doing, again!!We have Four Pets and we Spend alot of Money on their Care and whenever a Vet states to, Bring the Animal back in for a "Quick Loookse" they NEVER Charge another Full Visit Fee!! Dr. [redacted] never stated their would be another Full Office Visit Fee!! Well we called on Friday to Bring [redacted] in for another "Quick Check" and we Waited an Hour to See the Vet which they told Us since it was a Re-Check they would Work Us in. Low and behold we were NEVER Told that Dr. [redacted] was Out of Town and that we would have to See His Son, (whom we have never seen before) and who had Never Saw [redacted]. His Name is Dr. [redacted]. We were Charged a Full Office Visit!!! I was Furious!! I left a Message for Dr. [redacted], (I thought Dr. [redacted] would be calling me back) and Dr. [redacted] Called me back n Saturday. I tried to Explain to Him that we were never told about another Full Office Visit Charge and we also were not aware when we Called that Dr. [redacted] would be Re-Checking our Pet! His words were Extermely Condescending, Rude and just Disrespectful!! He Stated that, He went to Vet School for 9 and a half years and He Asked me if I went to the Dr. if they chared me for Seeing Him. I Stated we were Speaking about my Pet and not a Human and he got nasty with me and told me that I was being Disrespectful. I could not Believe it! I started Taping Dr. [redacted] from that point on. I had to end the Call because he was becoming more Rude to Me as the time went on.I just cannot Believe what an Eo this guy has? Its was soo awful and we had just Loss my Brother-in-lawDesired Settlement: I wouldlike My 2nd Office Visit either Refunded or at least Half of the Cost Refunded to Us. I Believe that is more han Fair at this point as I will not be going back to See this Office!!! I Doubt very much Dr. [redacted] will do anything or rather Speak to His Son, (Dr. [redacted]) for the way He treated Dr. [redacted] longtime Clients!!!

Business

Response:

**ank you for bringing this matter to our attention. We are very sorry we didn’t meet the [redacted]s expectations.

We’ve provided care to the [redacted]’s family pets five times since 2007. During these visits, they have received care from both Dr[redacted] (December 2007, May 2010, July 2013) and Dr. **dd [redacted] (December 2010, July 2013).

Mrs. [redacted] called Pet Medical *enter of Pasco on July 2nd (**es) for an appointment for her cat, [redacted], who had a possible eye infection. **e appointment was scheduled for 6:00pm the same day. Mr. [redacted] brought [redacted] in for his exam with Dr. *. [redacted]. Mrs. [redacted] was not in attendance. Dr. *. [redacted] performed a Health *onsultation (exam) on [redacted], who had discharge coming from his left eye. Dr. *. [redacted] used a diagnostic stain to ascertain if the eye was ulcerated or scratched in order to determine the reason for the discharge. [redacted]’s eye did have a large corneal ulcer present, so Dr. *. [redacted] prescribed eye numbing drops as well as antibiotic drops to treat the eye. Dr. *. [redacted] recommended [redacted] return in a few days (either Friday or Saturday) for a recheck exam to determine how the corneal ulcer was responding to the medication. Dr. *. [redacted] had let Mr. [redacted] know he would be out of town during this time, so he would be seeing Dr. **dd [redacted] during his appointment. Dr. *. [redacted] also let Mr. [redacted] know that there would be a recheck exam charge during his next visit. **is information can be verified by the Licensed Veterinary **chnician ([redacted]) that accompanied Dr. *. [redacted] during [redacted]’s appointment. Mr. [redacted] paid his bill (copy attached) with the receptionist ([redacted]) at 6:23pm and left.

On July 5th (Friday), the [redacted]s called to schedule [redacted]’s recheck appointment. **e appointment was scheduled for 6:00pm that same day. Dr. **dd [redacted] reviewed the examination findings from [redacted]’s previous visit, and performed the recheck examination, during which Mr. [redacted] was in attendance. Mrs. [redacted] was not in attendance. Mr. [redacted] stated that [redacted] was doing well, that he believed his left eye looked better, and that they had been applying [redacted]’s eye medication. During the recheck examination, Dr. [redacted] re-stained [redacted]’s eye to determine if the ulcer was healing in response to the medication. **e diagnostic stain revealed that the corneal ulcer had not healed as it should, and that the patient may need to surgical procedure to stimulate healing of the cornea called a grid keratotomy. Dr. [redacted] recommended Mr. [redacted] follow up with Dr. [redacted], a local Veterinary Ophthalmologist, for further consultation. Dr. [redacted] told Mr. [redacted] he should continue [redacted]’s antibiotic eye drops, and recommended an Elizabethan collar to avoid further damage to [redacted]’s cornea. Mr. [redacted] stated he would like to give [redacted]’s treatment another week before returning for surgery or contacting Dr. [redacted]. Mr. [redacted] then thanked Dr. [redacted] and left the exam room.

Mr. [redacted] went up to the front desk to check out, during which time the receptionist ([redacted]), let him know his charges for that visit. Mr. [redacted] became very agitated and said he wasn’t expecting any charges, because they’d already paid for the care. **e receptionist explained there is an examination charge whenever the doctor performs that service, and that the recheck examination is at a discounted rate. Mr. [redacted] continued to be very argumentative with the receptionist for several minutes, then asked for a referral card for Dr. [redacted]. **e receptionist provided a referral card for Mr. [redacted], who paid his bill (copy attached) at 6:39pm (6:00pm appointment time) and left. Approximately 10-15 minutes later, Mr. [redacted] called PM* and apologized to the receptionist for his earlier behavior to her.

**at evening, after we had closed, Mrs. [redacted] left PM* a voicemail stating that she was very angry and upset that we had charged them for [redacted]’s recheck examination and diagnostic dye. She stated she didn’t know the second appointment was going to be with Dr. [redacted], and that it was supposed to be with Dr. *. [redacted]. Mrs. [redacted] also stated that ‘Dr. *. [redacted] had told them to just bring him in for a recheck, and when a doctor says that, that means there is no charge’. She requested that Dr. [redacted] call her to discuss this.

On Saturday, July 6th, Dr. [redacted] spoke with Mrs. [redacted] on the phone, who reiterated her previous statements she had made on the voicemail message. Dr. [redacted] said he would like to talk to Dr. *. [redacted] to determine what transpired during the original visit, but he wouldn’t be able to talk to him until July 10th, when he returned from vacation. Mrs. [redacted] was very bothered during the phone call and stated multiple times that she didn’t think they should be charged for the visit. Dr. [redacted] stated that he performed an examination on [redacted], and that PM* must charge appropriately for his time and knowledge in the treatment of her cat. Mrs. [redacted] became increasingly irritated speaking with Dr. [redacted], who then stated she needed to speak more respectfully. Mrs. [redacted] hung up the phone. (A Licensed Veterinary **chnician ([redacted]) witnessed the phone call)

On Monday, July 7th, Mrs. [redacted] left a voicemail stating she had filed a complaint with the Revdex.com based on the phone call she had with Dr. [redacted]. She stated she really respected Dr. *. [redacted], but wouldn’t be coming back to use our services.