Dallas Veterinary Surgical Center

I am the DVSC representative to the Revdex.com and it is my task to respond to your complaintAs I mentioned in my previous message, I have read all of the correspondence between you and the DVSC, have spoken with our staff, the VSNT staff including the oncologist, and today spoke with [redacted] ***, who was previously out of the country and unavailableI feel that I am fully educated as to the events and communication surrounding your complaint.recommended that diagnostics be done to see if the cancer had spread, but also recommended that you consult with an oncologist to be sure nothing is missedOn his original estimate for tumor removal he included chest radiographs, but when you agreed to see the oncologist, he took it off the estimate, as it was his understanding that the oncologist would do those radiographs.THAT IS NOT WS TRANSPIRED AND DR> REAUGH CALLED ME TO APOLOGIZE FOR THE CONFUSION THAT THIS WAS NOT COMMUNICATED CLEARLY AND WAS CONFUSING-you saw the oncologist, who made similar recommendations regarding preoperative evaluation for cancer spreadYou opted against the evaluation, and also opted not to pay the oncologist for her time.I WAS NEVER AWARE I WAS SEEING AN ONCOLOIGST THAT DAY AND I WILL NOT PAY FOR AN APPOINTMENT I NEVER KNEW WAS HAPPNENING I WAS BLINDSIDED THAT DAY.- [redacted] reluctantly agreed to remove the tumor without the oncologists other recommended testsOn the day of surgery you arranged through CareCredit for the estimated surgery fee ($to $1967.03)I NEVER ASKED FOR AN ONCOLIGSIT RECOMMENDATION AND WAS TOLD FROM THE BEGINNING THAT THE FINAL DECISION WAS "UP TO ME" THERE WAS NEVER RELUCTANCE FROM [redacted] HE WAS FULLY AGREEABLE.- [redacted] performed did the chest radiographs prior to surgery and found that the cancer had spread to the lungsHe advised you of this, you chose not to have the surgery done, and your pet was sent home later that day Since surgery was not done, your CareCredit account was credited $933.53.NO HE DID NOT ADVISE ME THAT HE WOULD BE DOING CHEST X-RAYS HE SAID THERE WAS A MASS IN THE CHEST AREA NOW YOU ARE SAYING THE LUNGS IS IT THE CHEST OR THE LUNGS? -Since [redacted] , assuming it would be done by the oncologist, took the radiograph charge off the estimate that you signed, he agreed not to charge you for those radiographs, even though they provided critical information for the care of your pet, and you used the information to decide against surgeryThe radiograph charge was $We explained this to you on 12/14/16, asked for the CareCredit information that would make it possible for us to credit the account, but you have not yet provided that information.AGAIN, ASSUMPTIONS THAT WERE NOT COMMUNICATED AND LEAD TO FURTHER CONFUSION-Since we have already agreed to credit your account for the radiographs ($314.08), the amount that you are contesting is $which is for anesthesia and medications on the day of the scheduled procedure.WHAT MEDICATIONS? -We ask again that you provide us with the necessary CareCredit information to credit your account the $314.08.YOU HAVE ACCESS TO CARE CREDIT AND FULL ACCESS TO REVERSE THE CHARGEI'm afraid that I do not find sufficient justification to credit the additional $I'm sorry that you feel confusion and distressIt is clear to me that our personnel, as well as that of the VSNT (oncology) relayed clearly and repeatedly all pertinent information, and due to Dr Reuagh's diligence and caring treatment, a surgery not in your pets best interest was avoided, and you were saved up to $in not having to pay for that surgery.PLEASE ASK [redacted] AGAIN IF HE AND THE STAFF RELAYED CLEARLY AND REPEATEDLY ALL PERTINENT INFORMATION AND THEN LET'S HAVE A PHONE MEETING TO DISCUSS IT I WANT TO HEAR HIM CONFIRM THIS BECAUSE IT IS NOT WHAT WAS COMMUNICATED TO ME THE DAY HE CALLED TO APOLOGIZE FOR ALL THE CONFUSION! I WILL SHOE YOU EMAILS FROM YOUR STAFF THAT SPLOGIZE FOR THE MESS UP AND CONFUSION SO PLEASE, LET’S HAVE A CALL.ADDITIONALLY:I will not pay for services that were not provided and I will not pay another $+ dollars to a company that has caused more confusion than assistance While you, of course, support YOUR oncologist and YOUR physician I do not I have also shared this experience with two local veterinary facilities and also with my pets previous vet in California, who has cared for my animal and knows everything about her This interaction, which has been relayed to them, has them equally concerned and confusedKnowing the age and breed of my animal there was no need to take the steps that were taken However, you implement procedures and involve other doctors and other companies without fully disclosing what is happening You do this to confuse the pet owner, drive up costs and take advantage of emotional people that are seeking help You continue to confuse the issues and while you are hearing one side of the story, it is not the full story and is not what fully transpired At this point you have exhausted and wasted even more of everyone's time, accounting for far more than the amount in disputeYour facility is all about the money I have not even brought up the state in which I found my pet when I picked her up My year old son and I picked her up at 4:pm and she was clearly just woken from anesthesia and was not in any state to be brought home WHY was she not ready to be returned to me I was told she would be ready early afternoon but I was not able to get there until 4: She should have been in far better shape that she was On top of that, I was given no follow up instructions, even when asked what needed to be done considering she was on prescribed medication I was told "nothing" Nothing needed to be done even though [redacted] told me follow up instructions would be provided So, knowing it did not seem right, so I followed up on Monday because I knew something was amiss I was told the oncologist was to have emailed the follinstructions That did not happen The oncologist emailed me nothing and why the oncologist was involved AGAIN is something I would still like to know The office manager was completely confused The instructions were not given to her and she was cluelessWhy is everything about this experience so horrible? My pet had a surgery less than a year ago, and actually had masses removed, without one incident I mistakenly expected this practice would provide the same level of professionalism and care However, that is not the case

I am rejecting this response because:This does not resolve to issue I did not receive any letter All correspondence must go through the Revdex.com Once again, This business has failed to do the correct thing I will not pay the balancein dispute

Dear ** ***Thank you for your recent commentsI am the DVSC representative to the Revdex.com and it is my task to respond to your complaintAs I mentioned in my previous message, I have read all of the correspondence between you and the DVSC, have spoken with our staff, the VSNT staff including the oncologist, and today spoke with ** ***, who was previously out of the country and unavailableI feel that I am fully educated as to the events and communication surrounding your complaint-you brought your pet to ** *** for his opinions on treatment and for surgery if indicatedYour pet had been diagnosed with a malignant cancerHe recommended that diagnostics be done to see if the cancer had spread, but also recommended that you consult with an oncologist to be sure nothing is missedOn his original estimate for tumor removal he included chest radiographs, but when you agreed to see the oncologist, he took it off the estimate, as it was his understanding that the oncologist would do those radiographs.-you saw the oncologist, who made similar recommendations regarding preoperative evaluation for cancer spreadYou opted against the evaluation, and also opted not to pay the oncologist for her time-** *** reluctantly agreed to remove the tumor without the oncologists other recommended testsOn the day of surgery you arranged through CareCredit for the estimated surgery fee ($to $1967.03)-** *** performed did the chest radiographs prior to surgery and found that the cancer had spread to the lungsHe advised you of this, you chose not to have the surgery done, and your pet was sent home later that daySince surgery was not done, your CareCredit account was credited $-Since ** ***, assuming it would be done by the oncologist, took the radiograph charge off the estimate that you signed, he agreed not to charge you for those radiographs, even though they provided critical information for the care of your pet, and you used the information to decide against surgeryThe radiograph charge was $We explained this to you on 12/14/16, asked for the CareCredit information that would make it possible for us to credit the account, but you have not yet provided that information-Since we have already agreed to credit your account for the radiographs ($314.08), the amount that you are contesting is $which is for anesthesia and medications on the day of the scheduled procedure-We ask again that you provide us with the necessary CareCredit information to credit your account the $I'm afraid that I do not find sufficient justification to credit the additional $I'm sorry that you feel confusion and distressIt is clear to me that our personnel, as well as that of the VSNT (oncology) relayed clearly and repeatedly all pertinent information, and due to ** ***'s diligence and caring treatment, a surgery not in your pets best interest was avoided, and you were saved up to $in not having to pay for that surgery Sincerely,Dallas Veterinary Surgical Center

** ***'s CareCredit account was credited $on January 4, She was sent a confirmation letter in early January by regular mail

I am the DVSC representative to the Revdex.com and it is my task to
respond to your complaint. As I mentioned in my previous message, I have read
all of the correspondence between you and the DVSC, have spoken with our staff,
the VSNT staff including the oncologist, and today spoke with [redacted], who
was previously out of the country and unavailable. I feel that I am fully
educated as to the events and communication surrounding your complaint.recommended that diagnostics be done to see if the cancer had
spread, but also recommended that you consult with an oncologist to be sure
nothing is missed. On his original estimate for tumor removal he included chest
radiographs, but when you agreed to see the oncologist, he took it off the
estimate, as it was his understanding that the oncologist would do those
radiographs.THAT IS NOT
WS TRANSPIRED AND DR> REAUGH CALLED ME TO APOLOGIZE FOR THE CONFUSION THAT
THIS WAS NOT COMMUNICATED CLEARLY AND WAS CONFUSING-you saw the oncologist, who made similar recommendations regarding
preoperative evaluation for cancer spread. You opted against the evaluation,
and also opted not to pay the oncologist for her time.I WAS NEVER AWARE I WAS SEEING AN ONCOLOIGST
THAT DAY AND I WILL NOT PAY FOR AN APPOINTMENT I NEVER KNEW WAS HAPPNENING.  I WAS BLINDSIDED THAT DAY.-[redacted] reluctantly agreed to remove the tumor without the
oncologists other recommended tests. On the day of surgery you arranged through
CareCredit for the estimated surgery fee ($1519.91 to $1967.03)I NEVER ASKED FOR AN ONCOLIGSIT RECOMMENDATION
AND WAS TOLD FROM THE BEGINNING THAT THE FINAL DECISION WAS "UP TO
ME".  THERE WAS NEVER RELUCTANCE
FROM [redacted].  HE WAS FULLY AGREEABLE.-[redacted] performed did the chest radiographs prior to surgery
and found that the cancer had spread to the lungs. He advised you of this, you
chose not to have the surgery done, and your pet was sent home later that day.
Since surgery was not done, your CareCredit account was credited $933.53.NO HE DID NOT ADVISE ME THAT
HE WOULD BE DOING CHEST X-RAYS.  HE SAID THERE WAS A MASS IN THE CHEST
AREA.  NOW YOU ARE SAYING THE LUNGS.  IS IT THE CHEST OR THE LUNGS? -Since [redacted], assuming it would be done by the oncologist,
took the radiograph charge off the estimate that you signed, he agreed not to
charge you for those radiographs, even though they provided critical
information for the care of your pet, and you used the information to decide
against surgery. The radiograph charge was $314.08. We explained this to you on
12/14/16, asked for the CareCredit information that would make it possible for
us to credit the account, but you have not yet provided that information.AGAIN, ASSUMPTIONS THAT WERE
NOT COMMUNICATED AND LEAD TO FURTHER CONFUSION-Since we have already agreed to credit your account for the
radiographs ($314.08), the amount that you are contesting is $271.39 which is
for anesthesia and medications on the day of the scheduled procedure.WHAT MEDICATIONS? -We ask again that you
provide us with the necessary CareCredit information to credit your account the
$314.08.YOU HAVE ACCESS TO CARE CREDIT AND FULL ACCESS TO
REVERSE THE CHARGEI'm afraid that I do not
find sufficient justification to credit the additional $271.08. I'm sorry that
you feel confusion and distress. It is clear to me that our personnel, as well
as that of the VSNT (oncology) relayed clearly and repeatedly all pertinent
information, and due to Dr Reuagh's diligence and caring treatment, a surgery
not in your pets best interest was avoided, and you were saved up to $1400 in
not having to pay for that surgery.PLEASE ASK [redacted] AGAIN IF HE AND THE STAFF
RELAYED CLEARLY AND REPEATEDLY ALL PERTINENT INFORMATION AND THEN LET'S HAVE A
PHONE MEETING TO DISCUSS IT.  I WANT TO HEAR HIM CONFIRM THIS BECAUSE IT
IS NOT WHAT WAS COMMUNICATED TO ME THE DAY HE CALLED TO APOLOGIZE FOR ALL THE
CONFUSION!  I WILL SHOE YOU EMAILS FROM YOUR STAFF THAT SPLOGIZE FOR THE
MESS UP AND CONFUSION.  SO PLEASE, LET’S
HAVE A CALL.ADDITIONALLY:I will not pay for services
that were not provided and I will not pay another $200.00 + dollars to a
company that has caused more confusion than assistance.  While you, of
course, support YOUR oncologist and YOUR physician I do not.  I have also
shared this experience with two local veterinary facilities and also with my
pets previous vet in California, who has cared for my animal and knows
everything about her.  This interaction, which has been relayed to them,
has them equally concerned and confused. Knowing the age and breed of my animal
there was no need to take the steps that were taken.  However, you
implement procedures and involve other doctors and other companies without
fully disclosing what is happening.  You do this to confuse the pet owner,
drive up costs and take advantage of emotional people that are seeking help.
 You continue to confuse the issues and while you are hearing one side of
the story, it is not the full story and is not what fully transpired.  At
this point you have exhausted and wasted even more of everyone's time,
accounting for far more than the amount in dispute. Your facility is all about
the money.  I have not even brought up the state in which I found my pet
when I picked her up.  My 16 year old son and I picked her up at 4:30 pm
and she was clearly just woken from anesthesia and was not in any state to be
brought home.  WHY was she not ready to be returned to me.  I was
told she would be ready early afternoon but I was not able to get there until
4:30.  She should have been in far better shape that she was.  On top
of that, I was given no follow up instructions, even when asked what needed to
be done considering she was on prescribed medication.  I was told
"nothing".  Nothing needed to be done even though [redacted]
told me follow up instructions would be provided.   So, knowing it did not
seem right, so I followed up on Monday because I knew something was amiss.
 I was told the oncologist was to have emailed the follow-up instructions.
 That did not happen.  The oncologist emailed me nothing and why the
oncologist was involved AGAIN is something I would still like to know.
 The office manager was completely confused.  The instructions were
not given to her and she was clueless. Why is everything about this experience
so horrible? My pet had a surgery less  than a year ago, and actually had
masses removed, without one incident.  I mistakenly expected this practice
would provide the same level of professionalism and care.  However, that
is not the case.

Thank you for forwarding the statement of complaint made by [redacted] (ID#[redacted]) of 2/14/16, regarding her dog [redacted]. I've read the record and communications between [redacted] and DVSC, spoken with reception staff, and with the oncologist at Veterinary Specialists of North...

Texas (VSNT), ** Sara Allstadt, that consulted with [redacted]. Unfortunately [redacted], the DVSC surgeon involved with the case is out of the country and is unreachable until Dec 28. Your letter to us, dated Dec 15, 2016 asks for a response within 10 days, which would be Dec 25. Until I can speak directly with him my information may be somewhat incomplete but I will describe what I've learned so far.   Nov 11:   client referred to DVSC (East Dallas location) and consulted with [redacted] regarding removal of malignant skin tumor. Patient also had multiple other tumors not diagnosed, and no preoperative evaluation nor tumor staging had been done. He recommended consultation with an oncologist to make sure nothing is missed and the best way to proceed with [redacted]'s care. ** Fuscellar agreed and made an appointment to see a VSNT oncologist, ** Allstadt.   Nov 29:   client consulted with [redacted] who made recommendations on tumor staging and preoperative health evaluation. [redacted] became upset and left, refusing to pay VSNT for the consultation. ** Allstadt e-mailed [redacted] that day, apologized for any misunderstanding, and wrote out complete details of the consultation, including all recommendations and why they were made. To date, [redacted] has continued to refuse payment for the consultation with ** Allstadt.   [redacted], upon hearing about [redacted]'s displeasure with the oncology consultation called her that day, apologized for any misunderstandings or miscommunication, and stated the he was simply trying to make sure nothing is missed that would affect risks, prognosis, and potentially the requirement for additional treatment.   [redacted] expressed her desire to go forward with the surgery without the recommended preoperative diagnostics. [redacted], while recommending against it, agreed to her request and the surgery was scheduled for Dec 7.   Dec 7:  The client left the deposit for surgery and signed the authorization. [redacted] was anesthetized and [redacted] performed radiographs of her chest in the interest of good medicine. Because she had not specifically authorized the radiographs, [redacted] intended not to charge her for this service. Lung tumors were identified on these radiographs, [redacted] was called immediately, and she agreed that surgery was not in [redacted]'s best interest, and [redacted] was taken home that day. She was refunded all of the money she had given as a deposit except for the pre-anesthetic medications, the anesthesia, and the radiographs. At that time the total was $585.47 that she is disputing.  Since [redacted] had not intended to charge her for the radiographs, when he found out that they were still on the invoice, he instructed our receptionist to refund it to the client in the amount of $314.08.   Dec 14: The client was sent an e-mail that we wanted to refund her the $314.08, and apologized for the oversight. The client was asked to provide the card information so that we could process the refund. She has declined to provide that card information and has demanded that we refund the total $585.47. It is worth noting that [redacted] chose to waive all professional fees for his time and effort on this case, in order to appease the client.   The estimate range for the surgery that she wanted us to do and authorized was $1,519.91 to $1,967.03.  With the $314.08 radiograph charge that we want to refund, but can't due to delay of [redacted] to provide the necessary information, she will have paid us $271.39. We used radiographs that we are trying to refund [redacted] for, to identify lung tumors that led [redacted] to cancel the surgery. In so doing  [redacted] saved between $1,248.52 and $1,695.64 and avoided a surgery that was not in [redacted]'s best interest.   While we are sorry that [redacted] is unhappy with her experiences with our practice, we find it difficult to understand, let alone agree with the allegations against us.      I would be happy to provide our records, including all notations regarding e-mail and phone communication with [redacted].   Sincerely, Dallas Veterinary Surgical Center representative to Revdex.com

I am rejecting this response because:I do not know the doctor that replied to my complaint and it is clear he is not fully aware of the entire situation.  The mistakes made by this facility caused all intense confusion and distress.  From the first visit to the subsequent visits, DVSC made mistakes which they continue to "apologize" for.  Once is reasonable, over and over again is NOT!  I also have all the records of emails, phone calls, etc.  I will not pay this facility any additional money.  They tried to bait and switch with the second appointment, then tried to overcharge for the third appointment and I had to reconcile the error on their part.  They provided no discharge instructions which were needed for my pet, EVEN THOUGH I ASKED!  I had to call back and chase this down as well.  They confuse customers with the office sharing of the VSNT Animal Cancer Center business.  And they admittedly acknowledge it is confusing, stating over and over "I know, it is confusing" or "Sorry, they are not part of our business.  It is confusing."  But they never clarify any of it up front.  They are increasing costs and taking advantage of emotional pet owners.  I had to have third and fourth opinions done because of the untrustworthiness and utter nonsense DVSC caused.  I incurred more costs BECAUSE of DVSC.  The other veterinarians that provided independent opinions, agreed their actions were unnecessary and extreme.  I have every single event documented. I am happy to provide everything.   This is an unprofessional practice and I will not pay any balance for the horrible service that was provided.  The full amount must be refunded and the excuses and apologies are not acceptable.  And why is this location in East Dallas NOT listed as a business on the Revdex.com site?  Why are they allowed to "confuse" the clients with their business relationship with VSNT?  It is not ethical.Regards,