Friendly Animal Hospital

RevDex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. The response from the business is totally false, the maximum amount I agreed to while my dog was under anesthesia was total $400, nothing more. They are liars and they have ruined my rescue dogs life when it comes to his teeth, they removed 15 of his teeth! 15!!! He will never be the same! They claim I never called back, that is a lie, in fact I demanded to speak with the manager several times but she was "gone for the week". When I came in to pick up my dog and they claimed she was gone and they didn't know when she would return. I did call back several times and was always told she was not available!. I paid in full even though I did not agree with the amount because they were holding my dog hostage but I never agreed to being overcharged or the coupon bait and switch. Sadly, after I filed this complaint with you at the BBB, I discovered countless negative reviews on the [redacted] website of how they have ripped of so many others on various coupons for all of the services they offer, bait and switch and then the manager is"gone for the day or week" you if you have a problem. I am not the only pet owner who was ripped off by this company. The $175 coupon should be removed from their website as it is 100% bait and switch and I stand firm that they owe me a refund of $175 and they false advertising coupons should be removed! Regards, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
 The response from the business is totally false, the maximum amount I agreed to while my dog was under anesthesia was total $400, nothing more.  They are liars and they have ruined my rescue dogs life when it comes to his teeth, they removed 15 of his teeth! 15!!!  He will never be the same! They claim I never called back, that is a lie, in fact I demanded to speak with the manager several times but she was "gone for the week". When I came in to pick up my dog and they claimed she was gone and they didn't know when she would return.  I did call back several times and was always told she was not available!.  I paid in full even though I did not agree with the amount because they were holding my dog hostage but I never agreed to being overcharged or the coupon bait and switch.  Sadly, after I filed this complaint with you at the Revdex.com, I discovered countless negative reviews on the [redacted] website of how they have ripped of so many others on various coupons for all of the services they offer, bait and switch and then the manager is"gone for the day or week" you if you have a problem. I am not the only pet owner who was ripped off by this company.  The $175 coupon should be removed from their website as it is 100% bait and switch and I stand firm that they owe me a refund of $175 and they false advertising coupons should be removed!   
Regards,
[redacted]

In response to the complaint referenced as ID [redacted] Friendly Animal Hospital stands firm in knowing that the proper care and treatment was carried through both medical and financial for Mr. [redacted] and his...

pet.                Friendly Animal Hospital offers routine dental cleaning for $175 for pets weighing under 30 lbs and $250 for those over 30 lbs.  This service includes a dental exam, pre surgical blood work, iv catheter and fluids, anesthesia, scaling, polishing, antibiotic injection, and pain injection.  Which all of this is shown on the website [redacted] references along with be listed on the consent form he signed at admit.  What the services does not include is oral surgery, extractions, dental xrays, or any other additional services that may be deemed necessary or recommended on a case to case basis, which is also listed line by line on the dental consent form which [redacted] signed at admit.  Mr. [redacted] was completely aware of this. At admit with his pet the receptionist went over line by line what was involved with the dental.  At that time he declined doing dental xrays and was given an estimate of up to $400 for extractions.  Mr. [redacted] requested to be called with an exact estimate of the cost for extractions.  His pet had the utmost severe dental disease. Once his pet was placed under anesthesia and the heavy tarter was removed from the teeth, the doctor and technician recorded a minimum of 14 teeth that needed to be extracted.  The tech assistant called the client and advised of the number of extractions and that due to the severity that dental xrays should be done to make sure of no underlining problems below the gum lines.  He was told the dental xrays would be $100, which was the same price that was on the dental check in form that he signed.  In addition, he was told that the extractions we would discount down and done for $500.  He then argued with the tech assistant and said that the receptionist told him that extractions would not exceed $400.  At that point the tech assistant passed the phone to the manager (myself).  I listened to Mr. [redacted] and his concerns.  He told me directly that the receptionist told him that extractions would range from 0-$400.  I explained to him that we try to give an estimate so that owners can be prepared however we do not cap and that the receptionist is one of our long term lead receptionist so I find it hard to believe that she would say that.  However, I apologized for any miscommunications.  He continued to tell me of his financial set backs.  I then went into detail about the process of extractions and advised him that anywhere else he would go it would easily be $800 to over $1000 for the extractions.  I told him that we would make an exception and that we would go ahead and proceed with the extractions for $400, but that would not include any xrays and the pet would also need antibiotics and pain medication over the next few days and that he needed to understanding that we are doing him a big favor.  He then ask for written prescription and I told him we could do that for him, but it is very important to make sure the pet takes the medication because the mouth is badly infected. He agreed, I repeated to him that we would then go ahead and do the 14 extractions for the $400 for the extractions and then provide him a written prescription and he repeated back to me and agreed.  I advised the doctor and they proceeded with the extractions and no dental xrays.                We always call for pick up once pets have fully recovered.  We are open late for appointments till 9pm and have staff until 11pm.  The owner called to get update and the receptionist told him the total was $575. He argued and then shortly after came down to pick up his pet.  When he came in he initially argued with the receptionist over the price until the tech assistant came out and told him no that he agreed to and was well aware that the $400 was for extractions and the $175 was the dental procedure.  Mr [redacted] paid and then said he would call the next day to talk with the manager and he never did.                We worked very hard to be able to provide the best services possible for Mr. [redacted].  The ad he even reference reflects the $175 for the dental and what it covers.  His consent form that he went over with the receptionist line by line which he signed clearly listed additional options to the dental itself.  Mr. [redacted] has pet examined months prior and was told of the extent of extractions and he waited till now to get the dental done due to the expense.                 Friendly Animal Hospital will not be providing any reimbursement and unfortunately will no longer be able to provide services for Mr. [redacted]. Thank you,

Review: Three years ago, I took my 2 dogs to get rabies shots. One of them had a tumor on her head, so I let the vet operate on her and keep her overnight. After coming home for a few days, she developed kennel cough. I figured it was unavoidable for her to catch kennel cough, being housed overnight, breathing the same air as other sick dogs. When I told them about it, they were nice enough to tell me to come pick up no charge medication to cure it. I thought that was nice. Three years later, I took my dogs back to get their rabies shots again because I thought they were good. This time, my dogs were only in the office for about 15 minutes. Both of my dogs are house dogs. They don't even go out for walks and are not exposed to other dogs because one of them had a heart condition that when his heart rate get higher, he gets a seizure. The other dog has really short legs, and refuses to walk farther than my cul-de-sac. Anyway, I took them in on June 30 for the rabies shots, and on July 4th, one of my dogs starts coughing. I called immediately and left them a message (they were closed for 4th of July). They called me back on the 5th to tell me I can bring my dog in to be examined by the vet. I reminded them what happened last time, expecting to just pick up some meds, but the girl said they would need to make sure it was kennel cough and they can't be certain that my dog wasn't exposed to kennel cough elsewhere. She said they would have to charge me for the vet exam, and I assume for the medication too. I don't think this is fair since my dogs were perfectly healthy before taking them there for the shots. I think Friendly Animal Hospital is not very FRIENDLY, and their hospital must be very UNCLEAN for this to happen 2 out of 2 times. If I have to take my dog to be seen, and pay for it, I'd rather take him to another vet.Desired Settlement: By the time this settles, my dog's kennel cough will have been treated, so I will not need further service from them. I want other pet owners in my area to be warned off from them, that their pet hospital is unclean and they do not resolve issues as a result of their unclean environment, and then tries to charge the customer for something that is their fault. It feels like a bate and switch. Get the customer to come in for something minor and routine, and get them to come back to pay for something more serious.

Business

Response:

In Response to Complaint from [redacted] 8/12/14

Kennel Cough is a term commonly used to describe the inflammation of a dogs' throat/trachea.

This inflammation can be caused by the irritation of the trachea and/or infection oft upper

respiratory system of either bacterial or viral origin. It is not uncommon for a dog to cough following an

anesthetic procedure due to intubation (when an endotracheal tube is placed in the trachea to provide

proper oxygen retention of the patient while under anesthesia). In some cases upon recovery dogs will

have a slight cough from this irritation. However, this type of cough typically resolve itself after a few

days, but cough suppressants can be given to help resolve it more quickly.

With that, Mrs. [redacted]'s previous concern 3 year~; ago was determined t rough proper

deduction that the cough at that time was caused by the irritation of the trachea due o intubation for

surgery. The doctor elected to provide medications to treat the cough as a courtesy with no additional

exam or charge. However, this last visit was an isolated incident.

It is important to understand that kennel cough can be similar to bronchitis o even a chest cold

in humans. The virus is an extremely contagious airborne strain, very similar to a col or flu virus.

Therefore, it can be caught while on a simple walk down the strain, taking your pet to a dog park, going

to a groomer, or even going to the cleanest of all veterinary hospitals. Basically it can be caught

anywhere dogs go. Due to this virus being so contagious, it is highly recommended by not only

veterinarians, but also the ASPCA, animal shelters, and the Veterinarian Medical Association that dogs

are current on their vaccinations including the Bordetella vaccine, which protects against the most

common strains of kennel cough causing viruses. Keeping dogs current on annual vaccinations is one of

the best preventative measures to help protect them from contacting the most com on and even

deadly viruses.

We here at Friendly Animal Hospital apologize for any miss-communications, however for the

health and safety of all pets; before any medication is prescribed we must examine t pet for its

current health concern and condition. Similar to a child catching a cold, there is no way to determine

where they exactly caught or the cause of the sickness. We take pride in the upkeep of our facility, not

only keeping our facility clean and sanitized throughout the day, we fully disinfect at night as well.

Friendly Animal Hospital follows all health and safety guidelines and goes the extra mile to assure a safe

environment for our patients. Once again it is our goal to be here for our clients, but we have to be here

first and foremost for the health and safety of our patients.

Best Regards,

[redacted] and Staff of Friendly Animal Hospital