Regarding complaint *** against DrJyl’s Mobile Vet Connection
It is our belief that this issue is a result of miscommunication within this family. As the complaint states, three adult members of this family were involved in the decision making and payment of this invoice. One brother owns the dog, the mother pays the bills and the other brother presented the pet for evaluation and treatment.
One of the mature adult brothers presented the pet for evaluation of a mass on the hip. The physical findings on exam revealed severe dental disease, consisting of painful and infected teeth, in addition to the mass on the hip. Our evaluation and initial recommendation is always for the best medicine option for the animal, we do not prejudge a client’s ability to provide care for their pet. Therefore a treatment plan and estimates were provided to address both the hip mass and dental disease as one anesthetic procedure which our veterinarian felt strongly was in the pet’s best interest.
The first estimate consisted of that day’s examination, pre-anesthetic lab work, antibiotics and pain management to address the patient’s immediate and most pressing health concern. The treatment plan and estimate was gone over with the presenting family member at which time he agreed with the plan and signed the first estimate. Upon his agreement to the treatment plan and moving forward in a stepwise fashion the second estimate was prepared for the day of anesthesia and gone over with the client. The client signed the credit card receipt and took home the medications and the second estimate for the day of anesthesia. At no time did this client indicate his dissatisfaction.
It was not until the other brother and mother did not agree to the treatment plan that any concerns were brought to our attention. By that time lab samples had been submitted and the medications had left the building which by law we cannot refund
This family also disputed the charges with their credit card company and we were awarded the decision by the credit card company based on the information provided
It is always our intention to provide the best quality medicine and communicate clearly with pet owners. We are very saddened by their unfortunate experience, but we feel strongly that this issue is not a result of our negligence or misconduct in any way
Sincerely,
Regarding complaint *** against DrJyl’s Mobile Vet Connection
It is our belief that this issue is a result of miscommunication within this family. As the complaint states, three adult members of this family were involved in the decision making and payment of this invoice. One brother owns the dog, the mother pays the bills and the other brother presented the pet for evaluation and treatment.
One of the mature adult brothers presented the pet for evaluation of a mass on the hip. The physical findings on exam revealed severe dental disease, consisting of painful and infected teeth, in addition to the mass on the hip. Our evaluation and initial recommendation is always for the best medicine option for the animal, we do not prejudge a client’s ability to provide care for their pet. Therefore a treatment plan and estimates were provided to address both the hip mass and dental disease as one anesthetic procedure which our veterinarian felt strongly was in the pet’s best interest.
The first estimate consisted of that day’s examination, pre-anesthetic lab work, antibiotics and pain management to address the patient’s immediate and most pressing health concern. The treatment plan and estimate was gone over with the presenting family member at which time he agreed with the plan and signed the first estimate. Upon his agreement to the treatment plan and moving forward in a stepwise fashion the second estimate was prepared for the day of anesthesia and gone over with the client. The client signed the credit card receipt and took home the medications and the second estimate for the day of anesthesia. At no time did this client indicate his dissatisfaction.
It was not until the other brother and mother did not agree to the treatment plan that any concerns were brought to our attention. By that time lab samples had been submitted and the medications had left the building which by law we cannot refund
This family also disputed the charges with their credit card company and we were awarded the decision by the credit card company based on the information provided
It is always our intention to provide the best quality medicine and communicate clearly with pet owners. We are very saddened by their unfortunate experience, but we feel strongly that this issue is not a result of our negligence or misconduct in any way
Sincerely,