Lakeside Animal Hospital

On October 19, Ms [redacted] presented her cat, ***, with the following symptoms: vomited 5-times, very lethargic, not acting herself, hasn’t had any food or water in the last hours, has not gone to the bathroom in the last hours and has a history of trying to eat different objectsHer cat was an adopted stray cat with no known historyMs [redacted] was presented with two estimates, the first included diagnostics and hospitalization and the second included just diagnosticsThe estimates ranged from $to $Ms [redacted] signed both estimates approving the diagnostics(See attached documents)The doctor completed in-house bloodwork that showed signs of dehydration (see copy of bloodwork)Ms [redacted] elected for her cat, Kitty, to receive subcutaneous fluids rather than hospitalization with IV fluids due to financial constraintsMs [redacted] ’s daughter was present during the examDrG [redacted] is known to be very interactive with children when they are present during exams as her background is in human nursingThe final invoice for Ms [redacted] ’s visit was $which was $less than the amount on the approved estimateWhen Ms [redacted] was invoiced she told the receptionist that she would only be able to pay $which left a remaining balance of $Ms [redacted] told the receptionist she would come back to pay the balance when she had the fundsAfter several months of reaching out to Ms [redacted] to work out a repayment plan and to discuss the past due balance via phone, email and mail her account was referred to an attorney for collections.(A copy of the estimate, invoice and bloodwork will be faxed to the Revdex.com for review.)

[redacted] called Lakeside Animal Hospital to confirm [redacted] appointmentWhile [redacted] was correct that the appointment for a dental and possible mass removal was not on the schedule we added [redacted] procedure onto to schedule for the next day An estimate for ***was available for [redacted] approvalOur estimate disclosed prices and gives the owner an opportunity to review options prior to the serviceOwners have the opportunity, if desired, to decline certain services or discuss services further with the doctor [redacted] personally prepared this estimate and addressed services like an optional but recommended biopsy if the owners pursued the mass removalOther line items addressed the use of antibiotic gel that protects against infection should extraction be necessary and the cost of the extractions [redacted] was examined prior to scheduling and at that time it was suggested that extraction may be necessary based on the degree of dental disease identifiedIf confirmed while under anesthesia, the owner is called and approval is obtained before the extractions are performed [redacted] came to Lakeside Animal Hospital to drop off [redacted] for his dental prodedureWhen she arrived the receptionist reported that [redacted] seemed distressed from the moment she walked inAs per usual, [redacted] was provided with the consent forms along with the form that disclosed prices [redacted] had a strong reaction which concerned receptionist The vet assistant arrived from the back concerned after hearing this exchange( [redacted] ) She left Lakeside Animal Hospital, taking [redacted] with her [redacted] have been clients at Lakeside Animal Hospital for ten yearsWe have consistently provided care for [redacted] and ***If [redacted] had a question or was unclear about estimates, [redacted] would have discussed it with her and would have performed the dental and anesthetic procedure as requestedWe are always transparent with our clients regarding costs or procedures and diagnostics, including lab work The lab work for [redacted] was authorized by the [redacted] and completedAfter doctor’s review results were discussed with the [redacted] The [redacted] have a copy of the blood work for their recordsBecause the requested lab work was completed as described we not believe a refund is indicated The [redacted] requested a printed copy of historical records, ten years, for both [redacted] and ***This request was honored and completed by hand by a receptionistOur fee to cover cost of paper, print, and time is at the 25th percentile of all veterinary clinics I, the [redacted] , received notification that [redacted] had calledI returned the call indicating my time of departure for the day [redacted] called back after the identified departure time sharing his concerns with our evening receptionistOur receptionist was concerned because [redacted] allegation and threats of legal action; the receptionist appropriately brought [redacted] concerns to managements’ attention and I was able to reach [redacted] the next day [redacted] and I discussed the concerns described aboveDuring this conversation, [redacted] never mentioned a request for a refund We recognize the importance of continuity of care and would have preferred conversation over confrontationWe regret that [redacted] was unable to offer the sameWe wish the [redacted] and their pets, [redacted] and [redacted] all the best and will certainly assist their new veterinarian in any way they need to ease the transfer of care Lastly, we would like to thank the Revdex.com for bringing this matter to our attention and for allowing us the opportunity to respond to these concerning allegations [redacted] ***

The doctors and staff at Lakeside Animal Hospitalhave made a commitment to provide the highest quality compassionate care to allanimals and their caregiversWe make every effort to work with clients andtheir needs whether they be financial constraints, time constraints, physicalconstraints and any other needsWe do, however, have a difficult time servingclients who resort to abusive language and/or behavior [redacted] is a reportwritten by the assistant who interacted with [redacted] The [redacted] arrived at Lakeside Animal Hospital andwere immediately adversarialThey were verbally abusive toward the veterinaryassistantThey told the assistant that they were “forced” to come here? They wanted something we couldn’t do i.e.administer vaccines without a valid client-patient relationshipOur hands weretied at that pointPerhaps their regular veterinarian could administervaccines if a recent exam had been completed Dr [redacted] and/or the staff would have beenopen to a conversation about any miscommunication and would have worked somethingout had The [redacted] not been so adversarialAn apology might be warranted ifthere was any confusion but we would request that The [redacted] also apologizeto our veterinary assistant for their behavior

Revdex.com: I have reviewed the offer and/or 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.I am even more frustrated now with the way this company deals with customersWhat did they call immediately adversarial? How I chatted with the the staff for the minutes while they were making callsWas it how my wife was offering to clean the dogs poo or how we let them know there was broken glass in the parking lot? I did become immediately frustrated when the tech started an examWhich we do not agree tooWhen I asked about it he said there would be an exam fee for both dogsEssentially $more than we were told on the phoneI agree with the part about never hearing the rules about a shot without an examHowever I am not a vetIt is exactly my point that we should have.been told that when calling for prices on the shots and then setting up the appointmentWhen does Dr [redacted] think the appropriate time is to tell people thatClearly it is after they have you in the exam roomTo compare to another situationIf you are quoted work on your and They charge a lot more there are laws to protect youIf there are no laws there should be some to protect you from this type of extortionI wonder how many times they have gotten away with it? We would have liked to talk to add [redacted] while we were there and asked several timesWe eventually left after it became clear she would not talk to us but rather sent in different techs whom we were polite toI happily appogize to any of the techs who may have been offended I cannot imagine how they must fell being put into that sort of position by unscrupulous persons such as Dr [redacted] Regards, [redacted]

Revdex.com spoke with DrG*** regarding this customer’s petThis cat was brought in to be boarded, with a note that the cat had been vomitingThe cat was examined and moved to the hospital to perform blood work, and x-raysThe hospital called the customer and got verbal authorization for these
testThe $authorize the customer references in her complaint is for services while being boardedIf there is a small issue the vet can test of treat up to a certain amountThis stay was over that because there were not boarding services, the customer authorized the additional work The customer came in and said that she was only paying $because that is what she gave written authorizationThe customer has since been asked not to return to this practice because of the verbal abuse tacticsThe hospital has since sent all documents to another animal hospital for treatmentThere are no x-rays to send because the customer refused to pay for services rendered

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
In their response they mentioned that they got verbal authorisation for the test and I agree that they did get verbal authorisation to do the tests; however since they did not mention the costs of the test it was my understanding that the cost would be below the amount of $that I authorised in the forms signed by my husband.They accuse me of verbal abuse tactics; however I would like to highlight to you that I am been the one who has been abused emotionally and I have been tortured mentally (imagine not having an update on your loved one in a day who has been hospitalised).Note that Lakeside Animal Hospital did not support the new doctor at *** Animal Hospital in CONTINUITY OF CARE (please find attached notes from the doctor at *** which confirm the same).More importantly on one hand they mention that there were no X-Rays to be send and have asked us not to return since we did not pay for them and on the other recently they have sent us a notice from a debt collector (attached for your reference) asking us to pay.I replied to the debt collector with all supporting documents and presented my case to them and they have stated that they would not be pursuing this case any more because even they have realised of the wrong doing of Lake Side Animal Hospital(I attach all relevant documents and correspondence for your reference).I would like to highlight the following points:The practice only sent out a relationship termination noice post my husband posted a review on their *** pageImmediately they deleted all reviews from the *** page and deleted the reviews section totally so no one read the many negative reviews posted; which obviously shows unethical this practice is as they don't want people to read reviews before taking their pets to themThey did not support the new doctor in CONTINUITY OF CARE which could have had serious consequences on the life of my pet and is totally unethical and unprofessionalNeither did they provide us or the doctor at *** with all medical records (X-Rays)They are so unprofessional that they didn't update us on the health of our sick pet in almost a day and later told us they were calling my cell number which was in the system and probably a decade old; despite mentioning my and my husbands current cell number on the boarding formsThey have unethically put me in collections and even their collector/lawyer has closed the case realising how wrong the practice is and really they don't care about the health of pets they are only out there to make money.The biggest question remains that why would they make me fill out a form which specifies a limit on the cost of the treatment above which authorisation is required and if the treatment amount was going above that limit why was it not mentioned when they took verbal approval for the tests?Wouldn't anyone presume that the costs would still be below that limit ?I request your assistance in the following:TO REVIEW YOUR RATING OF THIS PRACTICE BASED ON THE SUPPORTING DOCUMENTS PROVIDED BY MEHelp me to obtain an apology letter from Lakeside Animal Hospital for not supporting Continuity Of Care for my pet and putting her life at risk and then wrongly putting me in Collections and putting my credit at risk and a letter stating that I have no payments due to them and my account is clear in order to avoid any unethical action again in the futureAlthough none of my business but as a consumer it is necessary for me to read people's reviews of a business and hence I'm not sure if the reviews can be put back on their *** page.Note that I have also approached the board of healthcare professionals and logged my case there

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am even more frustrated now with the way this company deals with customersWhat did they call immediately adversarial? How I chatted with the the staff for the minutes while they were making callsWas it how my wife was offering to clean the dogs poo or how we let them know there was broken glass in the parking lot? I did become immediately frustrated when the tech started an examWhich we do not agree tooWhen I asked about it he said there would be an exam fee for both dogsEssentially $more than we were told on the phoneI agree with the part about never hearing the rules about a shot without an examHowever I am not a vetIt is exactly my point that we should have.been told that when calling for prices on the shots and then setting up the appointmentWhen does Dr *** think the appropriate time is to tell people thatClearly it is after they have you in the exam roomTo compare to another situationIf you are quoted work on your and They charge a lot more there are laws to protect youIf there are no laws there should be some to protect you from this type of extortionI wonder how many times they have gotten away with it? We would have liked to talk to add *** while we were there and asked several timesWe eventually left after it became clear she would not talk to us but rather sent in different techs whom we were polite toI happily appogize to any of the techs who may have been offended I cannot imagine how they must fell being put into that sort of position by unscrupulous persons such as Dr ***.
Regards,
*** ***

On October 19, 2015 Ms. [redacted] presented her cat, [redacted], with the following symptoms: vomited 5-6 times, very lethargic, not acting herself, hasn’t had any food or water in the last 24 hours, has not gone to the bathroom in the last 24 hours and has a history of trying to eat different objects. Her...

cat was an adopted stray cat with no known history. Ms. [redacted] was presented with two estimates, the first included diagnostics and hospitalization and the second included just diagnostics. The estimates ranged from $279.90 to $483.90. Ms. [redacted] signed both estimates approving the diagnostics. (See attached documents). The doctor completed in-house bloodwork that showed signs of dehydration (see copy of bloodwork). Ms. [redacted] elected for her cat, Kitty, to receive subcutaneous fluids rather than hospitalization with IV fluids due to financial constraints. Ms. [redacted]’s daughter was present during the exam. Dr. G[redacted] is known to be very interactive with children when they are present during exams as her background is in human nursing. The final invoice for Ms. [redacted]’s visit was $214.90 which was $65.00 less than the amount on the approved estimate. When Ms. [redacted] was invoiced she told the receptionist that she would only be able to pay $100.00 which left a remaining balance of $114.90. Ms. [redacted] told the receptionist she would come back to pay the balance when she had the funds. After several months of reaching out to Ms. [redacted] to work out a repayment plan and to discuss the past due balance via phone, email and mail her account was referred to an attorney for collections.(A copy of the estimate, invoice and bloodwork will be faxed to the Revdex.com for review.)

The doctors and staff at Lakeside Animal Hospitalhave made a commitment to provide the highest quality compassionate care to allanimals and their caregivers. We make every effort to work with clients andtheir needs whether they be financial constraints, time constraints,...

physicalconstraints and any other needs. We do, however, have a difficult time servingclients who resort to abusive language and/or behavior. [redacted] is a reportwritten by the assistant who interacted with [redacted] The [redacted] arrived at Lakeside Animal Hospital andwere immediately adversarial. They were verbally abusive toward the veterinaryassistant. They told the assistant that they were “forced” to come here?  They wanted something we couldn’t do i.e.administer vaccines without a valid client-patient relationship. Our hands weretied at that point. Perhaps their regular veterinarian could administervaccines if a recent exam had been completed.  Dr. [redacted] and/or the staff would have beenopen to a conversation about any miscommunication and would have worked somethingout had The [redacted] not been so adversarial. An apology might be warranted ifthere was any confusion but we would request that The [redacted] also apologizeto our veterinary assistant for their behavior.

On October 19, 2015 Ms. [redacted] presented her cat, [redacted], with the following symptoms: vomited 5-6 times, very lethargic, not acting herself, hasn’t had any food or water in the
font-family: Times New Roman,serif;"> last 24 hours, has not gone to the bathroom in the last 24 hours and has a history of trying to eat different objects. Her cat was an adopted stray cat with no known history. Ms.
[redacted] was presented with two estimates, the first included diagnostics and hospitalization and the second included just diagnostics. The estimates ranged from $279.90 to
$483.90. Ms. [redacted] signed both estimates approving the diagnostics. (See attached documents). The doctor completed in-house bloodwork that showed signs of dehydration
(see copy of bloodwork). Ms. [redacted] elected for her cat, Kitty, to receive subcutaneous fluids rather than hospitalization with IV fluids due to financial constraints. Ms. [redacted]’s
daughter was present during the exam. Dr. G[redacted] is known to be very interactive with children when they are present during exams as her background is in human nursing. The
final invoice for Ms. [redacted]’s visit was $214.90 which was $65.00 less than the amount on the approved estimate. When Ms. [redacted] was invoiced she told the receptionist that
she would only be able to pay $100.00 which left a remaining balance of $114.90. Ms. [redacted] told the receptionist she would come back to pay the balance when she had the
funds. After several months of reaching out to Ms. [redacted] to work out a repayment plan and to discuss the past due balance via phone, email and mail her account was referred to
an attorney for collections.(A copy of the estimate, invoice and bloodwork will be faxed to the Revdex.com for review.)

Revdex.com:
I have reviewed the offer and/or 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.I am even more frustrated now with the way this company deals with customers. What did they call immediately adversarial? How I chatted with the the staff for the 10 minutes while they were making calls. Was it how my wife was offering to clean the dogs poo or how we let them know there was broken glass in the parking lot? I did become immediately frustrated when the tech started an exam. Which we do not agree too. When I asked about it he said there would be an exam fee for both dogs. Essentially $120 more than we were told on the phone. I agree with the part about never hearing the rules about a shot without an exam. However I am not a vet. It is exactly my point that we should have.been told that when calling for prices on the shots and then setting up the appointment. When does Dr [redacted] think the appropriate time is to tell people that. Clearly it is after they have you in the exam room. To compare to another situation. If you are quoted work on your and They charge a lot more there are laws to protect you. If there are no laws there should be some to protect you from this type of extortion. I wonder how many times they have gotten away with it? We would have liked to talk to add [redacted] while we were there and asked several times. We eventually left after it became clear she would not talk to us but rather sent in 2 different techs whom we were polite to. I happily appogize to any of the techs who may have been offended . I cannot imagine how they must fell being put into that sort of position by unscrupulous persons such as Dr [redacted]. 
Regards,
[redacted]

[redacted] called Lakeside Animal Hospital to confirm [redacted]
appointment. While [redacted] was correct that the appointment for a dental and possible
mass removal was not on the schedule we added [redacted] procedure onto to schedule
for the next day.
An estimate for...

[redacted]was available for [redacted] approval. Our
estimate disclosed prices and gives the owner an opportunity to review options
prior to the service. Owners have the opportunity, if desired, to decline
certain services or discuss services further with the doctor. [redacted]
personally prepared this estimate and addressed services like an optional but recommended
biopsy if the owners pursued the mass removal. Other line items addressed the
use of antibiotic gel that protects against infection should extraction be
necessary and the cost of the extractions. [redacted] was examined prior to
scheduling and at that time it was suggested that extraction may be necessary
based on the degree of dental disease identified. If confirmed while under
anesthesia, the owner is called and approval is obtained before the extractions
are performed.
[redacted] came to Lakeside Animal Hospital to drop off
[redacted] for his dental prodedure. When she arrived the receptionist reported that
[redacted] seemed distressed from the moment she walked in. As per usual,
[redacted] was provided with the consent forms along with the form that
disclosed prices. [redacted] had a strong reaction which concerned receptionist.
The vet assistant arrived from the back concerned after hearing this exchange. ([redacted]).
She left Lakeside Animal Hospital, taking [redacted] with her.
[redacted] have been clients at Lakeside Animal Hospital
for ten years. We have consistently provided care for [redacted] and [redacted]. If [redacted]
[redacted] had a question or was unclear about estimates, [redacted] would have discussed
it with her and would have performed the dental and anesthetic procedure as
requested. We are always transparent with our clients regarding costs or
procedures and diagnostics, including lab work.
The lab work for [redacted] was authorized by the [redacted] and
completed. After doctor’s review results were discussed with the [redacted]. The [redacted]
have a copy of the blood work for their records. Because the requested lab work
was completed as described we not believe a refund is indicated.
The [redacted] requested a printed copy of historical records,
ten years, for both [redacted] and [redacted]. This request was honored and completed by
hand by a receptionist. Our fee to cover cost of paper, print, and time is at
the 25th percentile of all veterinary clinics.
I, the [redacted], received notification that [redacted] had
called. I returned the call indicating my time of departure for the day. [redacted]
called back after the identified departure time sharing his concerns with our
evening receptionist. Our receptionist was concerned because [redacted]
allegation and threats of legal action; the receptionist appropriately brought
[redacted] concerns to managements’ attention and I was able to reach [redacted]
the next day.  [redacted] and I discussed
the concerns described above. During this conversation, [redacted] never mentioned
a request for a refund.
We recognize the importance of continuity of care and would
have preferred conversation over confrontation. We regret that [redacted] was
unable to offer the same. We wish the [redacted] and their pets, [redacted] and [redacted] all
the best and will certainly assist their new veterinarian in any way they need
to ease the transfer of care.
Lastly, we would like to thank the Revdex.com
for bringing this matter to our attention and for allowing us the opportunity
to respond to these concerning allegations.
[redacted]

The doctors and staff at Lakeside Animal Hospitalhave made a commitment to provide the highest quality compassionate care to allanimals and their caregivers. We make every effort to work with clients andtheir needs whether they be financial constraints, time constraints, physicalconstraints and any...

other needs. We do, however, have a difficult time servingclients who resort to abusive language and/or behavior. [redacted] is a reportwritten by the assistant who interacted with [redacted] The [redacted] arrived at Lakeside Animal Hospital andwere immediately adversarial. They were verbally abusive toward the veterinaryassistant. They told the assistant that they were “forced” to come here?  They wanted something we couldn’t do i.e.administer vaccines without a valid client-patient relationship. Our hands weretied at that point. Perhaps their regular veterinarian could administervaccines if a recent exam had been completed.  Dr. [redacted] and/or the staff would have beenopen to a conversation about any miscommunication and would have worked somethingout had The [redacted] not been so adversarial. An apology might be warranted ifthere was any confusion but we would request that The [redacted] also apologizeto our veterinary assistant for their behavior.

Review: I took my sick cat to Lakeside Vet Hospital on November 4th, 2015. The cat had thrown up a 3 times the day before and wasn't interested in eating. This was my first experience going to a veterinarian. Unfortunately I had brought my 11 year old daughter with me, we were very worried about the cat. We weren't sure but thought she ate some play dough.

Dr. G[redacted] started examining our cat, we told her we found her as a kitten outside and she had been inside ever since. Right in front of my 11 year old child the vet started talking about the possibility of our cat having aids or leukiema. Another option was that our cat ate yarn and had it tangles in her intestines and usually there wasn't much she could do at that point. I think that was very insensitive and unprofessional. She was

just looking at our cat and predicting the worst. Without any tests her thoughts should be discussed with out a child in the room.

I agreed to a blood test for $74.00 and they took our cat in the back. In about a little over an hour the assistant comes back out, she tells up that the blood tests came back fine but our cat is very sick and dehydrated and needs to be hospitalized for 3-5 days. If she didn't get fluids in her she could die. My daughter was in tears. I was shocked and upset. I was going through a divorce and didn't have much money. The cost was going to be about 500.00. The assistant and I talked and she told us that the Dr. would work with us and wanted to help our cat. I thanked her and said that I would pay the bill off as soon as possible. The assistant told us how the vet had bad experiences in the past and was leary of helping people.

After another 45 minutes they call me up to the front desk. I am asked to apply for care credit. I didn't think I would get it but tried any way. I wasn't approved for a line of credit that day. The receptionist then asks me if I can call any relatives to get the money. I was in shock... thinking right now.

They also suggested I set up a go fund me account. I was worried about my cat getting better. I have always paid my bills and this was all so unnecessary. I said I would most likely get most of the money once it was time to pick up our cat but that wasn't good enough anymore.

I was then handed a bill for $214.90. I agreed to blood tests that was all. The form I was looking at said 74.00 and now the bill was 214.90.

I paid 100.00 that day. The cashier ran my credit card through about 4 times trying to charge the full balance but it wouldn't go thru. It was very clear the vet wanted money.

Pretty quickly after that we were handed out cat and told we cold take her home. I asked for suggestions to do at home and we were told try to get her to drink. That's it the caring moments were gone. We got a very insincere call us if we can help as we went out the door,. We left the vet's office thinking our cat was dehydrated and going to die. The whole experience was very upsetting and unnecessary.

Later that day I was very upset and called a friend who has a lot of cats, asking for advice. We brought her to our friend and she kept our cat for one night. She said our cat was fine and she was eating and going to the bathroom come and get her. Watch her but we can take her home.

I showed her the paperwork I received from vets office. She had a vet friend and I should dispute the additional charges. I was being scammed.

How can a cat go from being dehydrated one day and fine the next.

It seems like Lakeside wanted something for nothing. When they found out I didn't have 500.00 up front to pay. All of a sudden I didn't have such a sick cat. I am disputing this additional charges. I didn't agree to them and they were unnecessary.I have called twice trying to have charges removed but there hasn't been any resolution. I am hoping that my complaint along with other ones will convince Lakeside to correct there bad customer service habits.

Thank YouDesired Settlement: I think due to such poor judgment and customer service. The remaining balance I didn't authorize is waived. Especially since my cat wasn't dehydrated and the vet only wanted to pad her bill and put fear into customers.

Business

Response:

On October 19, 2015 Ms. [redacted] presented her cat, [redacted], with the following symptoms: vomited 5-6 times, very lethargic, not acting herself, hasn’t had any food or water in the last 24 hours, has not gone to the bathroom in the last 24 hours and has a history of trying to eat different objects. Her cat was an adopted stray cat with no known history. Ms. [redacted] was presented with two estimates, the first included diagnostics and hospitalization and the second included just diagnostics. The estimates ranged from $279.90 to $483.90. Ms. [redacted] signed both estimates approving the diagnostics. (See attached documents). The doctor completed in-house bloodwork that showed signs of dehydration (see copy of bloodwork). Ms. [redacted] elected for her cat, Kitty, to receive subcutaneous fluids rather than hospitalization with IV fluids due to financial constraints. Ms. [redacted]’s daughter was present during the exam. Dr. G[redacted] is known to be very interactive with children when they are present during exams as her background is in human nursing. The final invoice for Ms. [redacted]’s visit was $214.90 which was $65.00 less than the amount on the approved estimate. When Ms. [redacted] was invoiced she told the receptionist that she would only be able to pay $100.00 which left a remaining balance of $114.90. Ms. [redacted] told the receptionist she would come back to pay the balance when she had the funds. After several months of reaching out to Ms. [redacted] to work out a repayment plan and to discuss the past due balance via phone, email and mail her account was referred to an attorney for collections.(A copy of the estimate, invoice and bloodwork will be faxed to the Revdex.com for review.)

Review: We received a printed and signed estimate, made an appointment, and paid for screening blood work. The night before the procedure we called to check and see what the safety protocols were for having the dog "fast" for surgery. We were told we had no appointment, no record of an appointment, but they said "we'll put you on the list anyway". They didn't specify a time or any details. The next morning when we went in (having taken time away from work to attend the appointment) we were given a completely different estimate that was 400-500 dollars higher. when we asked where the original estimate, that was printed from their computer system was, they said it didn't exist.

We asked for our care records for our animals and they wouldn't even return phone calls and didn't return phone calls we were promised by them.

We finally picked up documents and there is still no record of our original estimate, just a note accusing my wife of "being abusive" to staff. This statement is inaccurate. My wife did not leave the dog because she had no faith that he would receive proper care. Her argument is based on the premise that "how can our pet, receive proper care when they can't communicate properly, acknowledge the scheduling error, or find a document on a computer.Desired Settlement: We would like to be refunded for the lab work we were charged for a procedure we didn't do. Based on estimate switching on the spot that morning. This is a poor business practice to put a pet owner such a situation without warning. Why weren't we informed when we called, and were "graciously scheduled" after we already had an appointment of the price change? Why is there still not a copy of the original estimate in our records? We have our copy.....where is theirs?

We would also like our $30 fee for records refunded. We were never told there would be a fee to get our pet's records.

Business

Response:

[redacted] called Lakeside Animal Hospital to confirm [redacted]

appointment. While [redacted] was correct that the appointment for a dental and possible

mass removal was not on the schedule we added [redacted] procedure onto to schedule

for the next day.

An estimate for [redacted]was available for [redacted] approval. Our

estimate disclosed prices and gives the owner an opportunity to review options

prior to the service. Owners have the opportunity, if desired, to decline

certain services or discuss services further with the doctor. [redacted]

personally prepared this estimate and addressed services like an optional but recommended

biopsy if the owners pursued the mass removal. Other line items addressed the

use of antibiotic gel that protects against infection should extraction be

necessary and the cost of the extractions. [redacted] was examined prior to

scheduling and at that time it was suggested that extraction may be necessary

based on the degree of dental disease identified. If confirmed while under

anesthesia, the owner is called and approval is obtained before the extractions

are performed.

[redacted] came to Lakeside Animal Hospital to drop off

[redacted] for his dental prodedure. When she arrived the receptionist reported that

[redacted] seemed distressed from the moment she walked in. As per usual,

[redacted] was provided with the consent forms along with the form that

disclosed prices. [redacted] had a strong reaction which concerned receptionist.

The vet assistant arrived from the back concerned after hearing this exchange. ([redacted]).

She left Lakeside Animal Hospital, taking [redacted] with her.

[redacted] have been clients at Lakeside Animal Hospital

for ten years. We have consistently provided care for [redacted] and [redacted]. If [redacted]

[redacted] had a question or was unclear about estimates, [redacted] would have discussed

it with her and would have performed the dental and anesthetic procedure as

requested. We are always transparent with our clients regarding costs or

procedures and diagnostics, including lab work.

The lab work for [redacted] was authorized by the [redacted] and

completed. After doctor’s review results were discussed with the [redacted]. The [redacted]

have a copy of the blood work for their records. Because the requested lab work

was completed as described we not believe a refund is indicated.

The [redacted] requested a printed copy of historical records,

ten years, for both [redacted] and [redacted]. This request was honored and completed by

hand by a receptionist. Our fee to cover cost of paper, print, and time is at

the 25th percentile of all veterinary clinics.

I, the [redacted], received notification that [redacted] had

called. I returned the call indicating my time of departure for the day. [redacted]

called back after the identified departure time sharing his concerns with our

evening receptionist. Our receptionist was concerned because [redacted]

allegation and threats of legal action; the receptionist appropriately brought

[redacted] concerns to managements’ attention and I was able to reach [redacted]

the next day. [redacted] and I discussed

the concerns described above. During this conversation, [redacted] never mentioned

a request for a refund.

We recognize the importance of continuity of care and would

have preferred conversation over confrontation. We regret that [redacted] was

unable to offer the same. We wish the [redacted] and their pets, [redacted] and [redacted] all

the best and will certainly assist their new veterinarian in any way they need

to ease the transfer of care.

Lastly, we would like to thank the Revdex.com

for bringing this matter to our attention and for allowing us the opportunity

to respond to these concerning allegations.

Review: We are supposed to be going out of town and need to board our dogs. Therefore we needed Bordatella shots for them. We called around to check pricing for vets close to us. This place said we could drop by and they would give our dogs the shots and quoted us reasonable pricing so we set up an appointment a few days before we are leaving. When we got there they called our previous vets and double checked the records then put us in a room. A tech came in and started to take Abbeys temp. So asked if we were going to have to pay for an exam. The tech said yes it was the law that they cannot give shots without an exam do we had to pay exam fees for both dogs. I asked how much that is and he said $60.00 each. I said that we were never told about the extra $120 and said that was BS. I asked to speak to the vet who is the owner Dr [redacted]. She would never come and even speak to us. Then after we accepted the fact that they were going to screw us on the price because we did not have time to set up another appointment they sent the tech to say they would not be able to serve us. We had been there an hour! If they had told us the price up front we would have gone elsewhere no big deal no hard feelings. They misled us then would not help us after an hour. They are unprofessional and I have no respect for Dr [redacted]. She should not be running a business.Desired Settlement: An apology and for their poor service to be known

Business

Response:

The doctors and staff at Lakeside Animal Hospitalhave made a commitment to provide the highest quality compassionate care to allanimals and their caregivers. We make every effort to work with clients andtheir needs whether they be financial constraints, time constraints, physicalconstraints and any other needs. We do, however, have a difficult time servingclients who resort to abusive language and/or behavior. [redacted] is a reportwritten by the assistant who interacted with [redacted] The [redacted] arrived at Lakeside Animal Hospital andwere immediately adversarial. They were verbally abusive toward the veterinaryassistant. They told the assistant that they were “forced” to come here? They wanted something we couldn’t do i.e.administer vaccines without a valid client-patient relationship. Our hands weretied at that point. Perhaps their regular veterinarian could administervaccines if a recent exam had been completed. Dr. [redacted] and/or the staff would have beenopen to a conversation about any miscommunication and would have worked somethingout had The [redacted] not been so adversarial. An apology might be warranted ifthere was any confusion but we would request that The [redacted] also apologizeto our veterinary assistant for their behavior.

Consumer

Response:

I have reviewed the offer and/or 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.

I am even more frustrated now with the way this company deals with customers. What did they call immediately adversarial? How I chatted with the the staff for the 10 minutes while they were making calls. Was it how my wife was offering to clean the dogs poo or how we let them know there was broken glass in the parking lot? I did become immediately frustrated when the tech started an exam. Which we do not agree too. When I asked about it he said there would be an exam fee for both dogs. Essentially $120 more than we were told on the phone. I agree with the part about never hearing the rules about a shot without an exam. However I am not a vet. It is exactly my point that we should have.been told that when calling for prices on the shots and then setting up the appointment. When does Dr [redacted] think the appropriate time is to tell people that. Clearly it is after they have you in the exam room. To compare to another situation. If you are quoted work on your and They charge a lot more there are laws to protect you. If there are no laws there should be some to protect you from this type of extortion. I wonder how many times they have gotten away with it? We would have liked to talk to add [redacted] while we were there and asked several times. We eventually left after it became clear she would not talk to us but rather sent in 2 different techs whom we were polite to. I happily appogize to any of the techs who may have been offended . I cannot imagine how they must fell being put into that sort of position by unscrupulous persons such as Dr [redacted].

Regards,