Norterra Animal Hospital & Grooming

We received notice of a complaint filed to the Revdex.com by *** *** on July 20th, This letter is written in response to the complaint submitted by *** *** in regards to her dog "***" and the care she received at Norterra Animal Hospital and GroomingWe recognize that an unexpected
injury with a pet can be an emotional time for our clients and we do empathize with them during this stressful time
*** *** first visited us on July 6th, with her dog "***" (month old Chihuahua puppy)*** *** presenting complaint was that "***" had recently fallen from *** ***'s lap and appears to be in painUpon examination by *** *** ***, it appeared "***" had suffered an acute injury to her right hind leg, was non-weight bearing on the limb, and painful upon palpation near the femoral bone
Due to the history of trauma, along with the physical presentation, *** *** recommended ta king radiographs to evaluate the condition of the boneThis would determine if the leg was fractured It is our standard protocol to present owners with treatment plans outlining the recommended services and costs of those servicesA technician explained each item that was listed on the treatment plan and why they were recommendedIt is our policy to ensure the owner understands all aspects of the treatment plan and the charges that will ensue It is our policy to only proceed with what the owner feels comfortable with and can deny any or all recommended services .We require a written signature on all treatment plans outlining what treatments the owner would like to proceed with
*** *** was understandably very worried about "***," as were our staff and doctors, and wanted to provide the best care she could *** *** knowingly consented to all of our recommendations and signed the treatment plan accepting responsibility for all chargesThe staff and doctor proceeded with taking radiographs of "***'s" leg
It was determined by radiographic evidence that "***" had obtained an angular midfemoral fracture with cranial and proximal displacement With fractures of this nature, surgical repair is considered the ideal treatment that offers the best prognosis for recovery Surgical repair is costly and *** *** indicated she would not be able to afford surgery At that time, *** *** explained other options, as well as the risks and prognosis of each optionWe understand our clients may have financial constraints that limit them from being able to afford the care they would like to provide for their petsWe provided *** *** with education on how we felt we could help "***" with alternative methods
The owner elected to splint the patient's leg*** *** applied a splint to the affected leg and provided *** *** a handout on how to properly care for the splint*** *** also gave the patient adequate medications to help control painA recheck of the limb was advised in two weeks
*** *** and the staff and doctors continued to have conversations via phone messages, emails and facebook messages, checking in on the status of *** and answering any questions *** *** had regarding the care of her pet
*** *** returned with "***" on July 13th, for a progress exam*** *** *** evaluated "***" and found that her splint was moist and appeared to have slipped from its original locationThe bandage was removed and upon palpation, the femur remained unstable*** *** communicated her concern to *** about the risks and prognosis for healingWe wanted to make sure *** understood the severity of her pet's injury and the poor prognosis for healing*** *** sympathized with *** ***, as we knew this is a difficult time for her
After further discussion, ***, who was understandably overwhelmed, elected to provide no further care for "*** ." She had discussed the possibility of surrendering her to a shelter that could provide funds for the surgical repair and re-home "***." *** *** requested a temporary bandageUnderstanding *** ***'s financial limitations and emotional state, *** *** performed the exam and bandage application at no chargeThe bandage applied by *** *** was a modified sling bandage that positioned "***'s" leg close to her bodyThis would provide the best temporary immobilization of the leg until further care could be arrangedUpon discharge, *** *** was informed that the leg was bandaged to "***'s" body and that it is not visible as it is underneath the bandage"***'' would rely on her other three legs for mobility
Further communications occurred with *** *** via facebook and phone messages*** *** feels as if the radiographs taken were not of her pet but another petWe have a computer software system that automatically identifies patient images to ensure their accuracy and transfers them to their medical recordFurthermore, a second radiograph was taken after the initial splint placement This is additional confirmation of the femoral fracture and attempted reduction*** *** also feels as if we provided no alternatives to surgery and that if she could not afford surgery she must re-home her petYou will find by the attached information, many alternatives were discussed Again, we understand that this was a very emotional time for *** *** and sympathize with her as we do all our clientsOur main priority is "***'s" comfort and well-being
We feel that we gave "***" and *** *** the same standard of care we give all of our patients and clientsWe value our services and stand by their price pointWe strive to educate owners and allow them to make informed decisions about their pet's medical care*** provided written consent to perform all services and was informed of the charges associated with those services.
Enclosed is a copy of the signed treatment plan providing consent for the treatment s performed on "***" and the acceptance of financial responsibility, along with examination notes from her two visits. We have also included a handout provided to the owner on the proper care of "***'s" bandage as well as documentations of conversations with *** ***Please feel free to contact us if you should require any further information or documentation regarding this complaintWe wish "***" the best of luck with her recovery and would be happy to provide any future services to "***" and *** ***

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.
 
July 31, 2014
To Revdex.com:
In response to the Norterra Animal Hospital, my position is
that on July 13, 2014 when I took [redacted] back to the vet’s office, they
indicated that her leg was not healing properly and she still needed
surgery.  This is upsetting because puppy
was walking around good.  When I heard
this, I was overwhelmed and did not know what to do, then the puppy was
bandaged and we went home.  On July 18,
2014, Friday, 5 days later, I have a video of puppy who is walking completely
fine.  Video can be seen on [redacted], [redacted] at  [redacted]  , as evidence.
To this date the puppy is entirely healed and walking,
running, sitting, playing on all fours.  The
other options are mentioned in their letter but I do not recall them being said
to me.  The option I choose was a split
for puppy and the Dr. told me “I don’t even have a splint small enough” for a
1.9 pound puppy, this added to my confusion, this added to my dismay.  If a vet doesn’t have a Popsicle stick, was I
supposed to supply them with one.   Then I cried more.  The additional tears is because my puppy is
my life, my only love and restores me from outsiders when I am being oppressed. 
But this was not portrayed, yet I was still being persecuted
into surgery, which I cannot consider.  I
paid $418.18 cash, total paid in full, as the invoice enclosed is not
correct.  Thus, I question the charge of
“Bandage Medium” $59.00, when it should be “small” for 1.9 pound puppy.  And Sedation for $76.00, as puppy was not put
under or sleepy when I took her home that same day.  Request of $135.00 refunded.
The kennel was used for puppy and I was in training class
from 8 to 1, home for 1 hour, then work from 3 to 8, that is the reason and she
was puppy, but who didn’t control her potty, but now does, that is why pillow
in kennel was soiled, and now I only work 5 hours a day.   My
clear demeanor was one of dismay of surgery and I told her, no thank you to
surgery, but I always and continuously was told puppy had to have it, and lo-and-behold,
the puppy is walking fine without surgery. 
That is the customer service I received and that is why I am
making this complaint.  I wanted to find
a good vet, but now I feel I have to search for a new one, as this visit did
not go well for us.  Therefore, my chief complaint
is that I was being pushed into a surgery that the puppy didn't want and told
without it, puppy won’t heal.  I almost
made a mistake of my life, if I would have listened to these salespeople.   I was
distraught and made more distressed by being told surgery is the only way puppy
will be better.  This is a case of a “rip
off scam” which I found reference at [redacted]
Naturally, this experience made me second guess my abilities
as a pet parent.  They added to my fears,
made me uncomfortable and financially overextended.  Only my intuition made me seek out my friends
who assisted me with knowledge of caring for puppys leg.  And today were happy family, and always will
love her. 
It is like bait and switch, therefore, refund is
requested.  I was pressured by sales
people to do the higher priced item, instead of the lower cost item. 
Thank you and have a nice day.
Regards,
[redacted]

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.
 

July 31, 2014

To Revdex.com:

In response to the Norterra Animal Hospital, my position is

that on July 13, 2014 when I took [redacted] back to the vet’s office, they

indicated that her leg was not healing properly and she still needed

surgery.  This is upsetting because puppy

was walking around good.  When I heard

this, I was overwhelmed and did not know what to do, then the puppy was

bandaged and we went home.  On July 18,

2014, Friday, 5 days later, I have a video of puppy who is walking completely

fine.  Video can be seen on [redacted] at  [redacted]  , as evidence.

To this date the puppy is entirely healed and walking,

running, sitting, playing on all fours.  The

other options are mentioned in their letter but I do not recall them being said

to me.  The option I choose was a split

for puppy and the Dr. told me “I don’t even have a splint small enough” for a

1.9 pound puppy, this added to my confusion, this added to my dismay.  If a vet doesn’t have a Popsicle stick, was I

supposed to supply them with one.   Then I cried more.  The additional tears is because my puppy is

my life, my only love and restores me from outsiders when I am being oppressed. 

But this was not portrayed, yet I was still being persecuted

into surgery, which I cannot consider.  I

paid $418.18 cash, total paid in full, as the invoice enclosed is not

correct.  Thus, I question the charge of

“Bandage Medium” $59.00, when it should be “small” for 1.9 pound puppy.  And Sedation for $76.00, as puppy was not put

under or sleepy when I took her home that same day.  Request of $135.00 refunded.

The kennel was used for puppy and I was in training class

from 8 to 1, home for 1 hour, then work from 3 to 8, that is the reason and she

was puppy, but who didn’t control her potty, but now does, that is why pillow

in kennel was soiled, and now I only work 5 hours a day.   My

clear demeanor was one of dismay of surgery and I told her, no thank you to

surgery, but I always and continuously was told puppy had to have it, and lo-and-behold,

the puppy is walking fine without surgery. 

That is the customer service I received and that is why I am

making this complaint.  I wanted to find

a good vet, but now I feel I have to search for a new one, as this visit did

not go well for us.  Therefore, my chief complaint

is that I was being pushed into a surgery that the puppy didn't want and told

without it, puppy won’t heal.  I almost

made a mistake of my life, if I would have listened to these salespeople.   I was

distraught and made more distressed by being told surgery is the only way puppy

will be better.  This is a case of a “rip

off scam” which I found reference at [redacted]

Naturally, this experience made me second guess my abilities

as a pet parent.  They added to my fears,

made me uncomfortable and financially overextended.  Only my intuition made me seek out my friends

who assisted me with knowledge of caring for puppys leg.  And today were happy family, and always will

love her. 

It is like bait and switch, therefore, refund is

requested.  I was pressured by sales

people to do the higher priced item, instead of the lower cost item. 

Thank you and have a nice day.

Regards,

We received notice of a complaint filed to the Revdex.com by [redacted] on July 20th, 2014. This letter is written in response to the complaint submitted by [redacted] in regards to her dog "[redacted]" and the care she received at Norterra Animal Hospital and Grooming. We recognize that an unexpected...

injury with a pet can be an emotional time for our clients and we do empathize with them during this stressful time.

 

[redacted] first visited us on July 6th, 2014 with her dog "[redacted]" (3 month old Chihuahua puppy). [redacted] presenting complaint was that "[redacted]" had recently fallen from [redacted]'s lap and appears to be in pain. Upon examination by [redacted], it appeared "[redacted]" had suffered an acute injury to her right hind leg, was non-weight bearing on the limb, and painful upon palpation near the femoral bone.

Due to the history of trauma, along with the physical presentation, [redacted] recommended ta king radiographs to evaluate the condition of the bone. This would determine if the leg was fractured.  It is our standard protocol to present owners with treatment plans outlining the recommended services and costs of those services. A technician explained each item that was listed on the treatment plan and why they were recommended. It is our policy to ensure the owner understands all aspects of the treatment plan and the charges that will ensue.  It is our policy to only proceed with what the owner feels comfortable with and can deny any or all recommended services .We require a written signature on all treatment plans outlining what treatments the owner would like to proceed with.

[redacted] was understandably very worried about "[redacted]," as were our staff and doctors, and wanted to provide the best care she could.  [redacted] knowingly consented to all of our recommendations and signed the treatment plan accepting responsibility for all charges. The staff and doctor proceeded with taking radiographs of "[redacted]'s" leg.

It was determined by radiographic evidence that "[redacted]" had obtained an angular midfemoral fracture with cranial and proximal displacement.  With fractures of this nature, surgical repair is considered the ideal treatment that offers the best prognosis for recovery.  Surgical repair is costly and [redacted] indicated she would not be able to afford surgery.  At that time, [redacted] explained other options, as well as the risks and prognosis of each option. We understand our clients may have financial constraints that limit them from being able to afford the care they would like to provide for their pets. We provided [redacted] with education on how we felt we could help "[redacted]" with alternative methods.

The owner elected to splint the patient's leg. [redacted] applied a splint to the affected leg and provided [redacted] a handout on how to properly care for the splint. [redacted] also gave the patient adequate medications to help control pain. A recheck of the limb was advised in two weeks.

[redacted] and the staff and doctors continued to have conversations via phone messages, emails and facebook messages, checking in on the status of [redacted] and answering any questions [redacted] had regarding the care of her pet.

[redacted] returned with "[redacted]" on July 13th, 2014 for a progress exam. [redacted] evaluated "[redacted]" and found that her splint was moist and appeared to have slipped from its original location. The bandage was removed and upon palpation, the femur remained unstable. [redacted] communicated her concern to [redacted] about the risks and prognosis for healing. We wanted to make sure [redacted] understood the severity of her pet's injury and the poor prognosis for healing. [redacted] sympathized with [redacted], as we knew this is a difficult time for her.

After further discussion, [redacted], who was understandably overwhelmed, elected to provide no further care for "[redacted] ." She had discussed the possibility of surrendering her to a shelter that could provide funds for the surgical repair and re-home "[redacted]." [redacted] requested a temporary bandage. Understanding [redacted]'s financial limitations and emotional state, [redacted] performed the exam and bandage application at no charge. The bandage applied by [redacted] was a modified sling bandage that positioned "[redacted]'s" leg close to her body. This would provide the best temporary immobilization of the leg until further care could be arranged. Upon discharge, [redacted] was informed that the leg was bandaged to "[redacted]'s" body and that it is not visible as it is underneath the bandage. "[redacted]'' would rely on her other three legs for mobility.

Further communications occurred with [redacted] via facebook and phone messages. [redacted] feels as if the radiographs taken were not of her pet but another pet. We have a computer software system that automatically identifies patient images to ensure their accuracy and transfers them to their medical record. Furthermore, a second radiograph was taken after the initial splint placement.  This is additional confirmation of the femoral fracture and attempted reduction. [redacted] also feels as if we provided no alternatives to surgery and that if she could not afford surgery she must re-home her pet. You will find by the attached information, many alternatives were discussed.  Again, we understand that this was a very emotional time for [redacted] and sympathize with her as we do all our clients. Our main priority is "[redacted]'s" comfort and well-being.

We feel that we gave "[redacted]" and [redacted] the same standard of care we give all of our patients and clients. We value our services and stand by their price point. We strive to educate owners and allow them to make informed decisions about their pet's medical care. [redacted] provided written consent to perform all services and was informed of the charges associated with those services. Enclosed is a copy of the signed treatment plan providing consent for the treatment s performed on "[redacted]" and the acceptance of financial responsibility, along with examination notes from her two visits. We have also included a handout provided to the owner on the proper care of "[redacted]'s" bandage as well as documentations of conversations with [redacted]. Please feel free to contact us if you should require any further information or documentation regarding this complaint. We wish "[redacted]" the best of luck with her recovery and would be happy to provide any future services to "[redacted]" and [redacted].

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.
 

July 31, 2014

To Revdex.com:

In response to the Norterra Animal Hospital, my position is

that on July 13, 2014 when I took [redacted] back to the vet’s office, they

indicated that her leg was not healing properly and she still needed

surgery.  This is upsetting because puppy

was walking around good.  When I heard

this, I was overwhelmed and did not know what to do, then the puppy was

bandaged and we went home.  On July 18,

2014, Friday, 5 days later, I have a video of puppy who is walking completely

fine.  Video can be seen on [redacted], [redacted] at  [redacted]  , as evidence.

To this date the puppy is entirely healed and walking,

running, sitting, playing on all fours.  The

other options are mentioned in their letter but I do not recall them being said

to me.  The option I choose was a split

for puppy and the Dr. told me “I don’t even have a splint small enough” for a

1.9 pound puppy, this added to my confusion, this added to my dismay.  If a vet doesn’t have a Popsicle stick, was I

supposed to supply them with one.   Then I cried more.  The additional tears is because my puppy is

my life, my only love and restores me from outsiders when I am being oppressed. 

But this was not portrayed, yet I was still being persecuted

into surgery, which I cannot consider.  I

paid $418.18 cash, total paid in full, as the invoice enclosed is not

correct.  Thus, I question the charge of

“Bandage Medium” $59.00, when it should be “small” for 1.9 pound puppy.  And Sedation for $76.00, as puppy was not put

under or sleepy when I took her home that same day.  Request of $135.00 refunded.

The kennel was used for puppy and I was in training class

from 8 to 1, home for 1 hour, then work from 3 to 8, that is the reason and she

was puppy, but who didn’t control her potty, but now does, that is why pillow

in kennel was soiled, and now I only work 5 hours a day.   My

clear demeanor was one of dismay of surgery and I told her, no thank you to

surgery, but I always and continuously was told puppy had to have it, and lo-and-behold,

the puppy is walking fine without surgery. 

That is the customer service I received and that is why I am

making this complaint.  I wanted to find

a good vet, but now I feel I have to search for a new one, as this visit did

not go well for us.  Therefore, my chief complaint

is that I was being pushed into a surgery that the puppy didn't want and told

without it, puppy won’t heal.  I almost

made a mistake of my life, if I would have listened to these salespeople.   I was

distraught and made more distressed by being told surgery is the only way puppy

will be better.  This is a case of a “rip

off scam” which I found reference at [redacted]

Naturally, this experience made me second guess my abilities

as a pet parent.  They added to my fears,

made me uncomfortable and financially overextended.  Only my intuition made me seek out my friends

who assisted me with knowledge of caring for puppys leg.  And today were happy family, and always will

love her. 

It is like bait and switch, therefore, refund is

requested.  I was pressured by sales

people to do the higher priced item, instead of the lower cost item. 

Thank you and have a nice day.

Regards,

We received notice of a complaint filed to the Revdex.com by [redacted] on July 20th, 2014. This letter is written in response to the complaint submitted by [redacted] in regards to her dog "[redacted]" and the care she received at Norterra Animal Hospital and Grooming. We recognize that an unexpected...

injury with a pet can be an emotional time for our clients and we do empathize with them during this stressful time.

 

[redacted] first visited us on July 6th, 2014 with her dog "[redacted]" (3 month old Chihuahua puppy). [redacted] presenting complaint was that "[redacted]" had recently fallen from [redacted]'s lap and appears to be in pain. Upon examination by [redacted], it appeared "[redacted]" had suffered an acute injury to her right hind leg, was non-weight bearing on the limb, and painful upon palpation near the femoral bone.

Due to the history of trauma, along with the physical presentation, [redacted] recommended ta king radiographs to evaluate the condition of the bone. This would determine if the leg was fractured.  It is our standard protocol to present owners with treatment plans outlining the recommended services and costs of those services. A technician explained each item that was listed on the treatment plan and why they were recommended. It is our policy to ensure the owner understands all aspects of the treatment plan and the charges that will ensue.  It is our policy to only proceed with what the owner feels comfortable with and can deny any or all recommended services .We require a written signature on all treatment plans outlining what treatments the owner would like to proceed with.

[redacted] was understandably very worried about "[redacted]," as were our staff and doctors, and wanted to provide the best care she could.  [redacted] knowingly consented to all of our recommendations and signed the treatment plan accepting responsibility for all charges. The staff and doctor proceeded with taking radiographs of "[redacted]'s" leg.

It was determined by radiographic evidence that "[redacted]" had obtained an angular midfemoral fracture with cranial and proximal displacement.  With fractures of this nature, surgical repair is considered the ideal treatment that offers the best prognosis for recovery.  Surgical repair is costly and [redacted] indicated she would not be able to afford surgery.  At that time, [redacted] explained other options, as well as the risks and prognosis of each option. We understand our clients may have financial constraints that limit them from being able to afford the care they would like to provide for their pets. We provided [redacted] with education on how we felt we could help "[redacted]" with alternative methods.

The owner elected to splint the patient's leg. [redacted] applied a splint to the affected leg and provided [redacted] a handout on how to properly care for the splint. [redacted] also gave the patient adequate medications to help control pain. A recheck of the limb was advised in two weeks.

[redacted] and the staff and doctors continued to have conversations via phone messages, emails and facebook messages, checking in on the status of [redacted] and answering any questions [redacted] had regarding the care of her pet.

[redacted] returned with "[redacted]" on July 13th, 2014 for a progress exam. [redacted] evaluated "[redacted]" and found that her splint was moist and appeared to have slipped from its original location. The bandage was removed and upon palpation, the femur remained unstable. [redacted] communicated her concern to [redacted] about the risks and prognosis for healing. We wanted to make sure [redacted] understood the severity of her pet's injury and the poor prognosis for healing. [redacted] sympathized with [redacted], as we knew this is a difficult time for her.

After further discussion, [redacted], who was understandably overwhelmed, elected to provide no further care for "[redacted] ." She had discussed the possibility of surrendering her to a shelter that could provide funds for the surgical repair and re-home "[redacted]." [redacted] requested a temporary bandage. Understanding [redacted]'s financial limitations and emotional state, [redacted] performed the exam and bandage application at no charge. The bandage applied by [redacted] was a modified sling bandage that positioned "[redacted]'s" leg close to her body. This would provide the best temporary immobilization of the leg until further care could be arranged. Upon discharge, [redacted] was informed that the leg was bandaged to "[redacted]'s" body and that it is not visible as it is underneath the bandage. "[redacted]'' would rely on her other three legs for mobility.

Further communications occurred with [redacted] via facebook and phone messages. [redacted] feels as if the radiographs taken were not of her pet but another pet. We have a computer software system that automatically identifies patient images to ensure their accuracy and transfers them to their medical record. Furthermore, a second radiograph was taken after the initial splint placement.  This is additional confirmation of the femoral fracture and attempted reduction. [redacted] also feels as if we provided no alternatives to surgery and that if she could not afford surgery she must re-home her pet. You will find by the attached information, many alternatives were discussed.  Again, we understand that this was a very emotional time for [redacted] and sympathize with her as we do all our clients. Our main priority is "[redacted]'s" comfort and well-being.

We feel that we gave "[redacted]" and [redacted] the same standard of care we give all of our patients and clients. We value our services and stand by their price point. We strive to educate owners and allow them to make informed decisions about their pet's medical care. [redacted] provided written consent to perform all services and was informed of the charges associated with those services. Enclosed is a copy of the signed treatment plan providing consent for the treatment s performed on "[redacted]" and the acceptance of financial responsibility, along with examination notes from her two visits. We have also included a handout provided to the owner on the proper care of "[redacted]'s" bandage as well as documentations of conversations with [redacted]. Please feel free to contact us if you should require any further information or documentation regarding this complaint. We wish "[redacted]" the best of luck with her recovery and would be happy to provide any future services to "[redacted]" and [redacted].

Review: I took [redacted] my teacup puppy to Norterra on Sunday, June 30, 2013 thereabouts, she broke her leg. I saw [redacted], and she should me x-rays and told me puppy needs surgery to fix broken leg, I told her I can not do surgery, A) because I do not believe in it and B) I can not afford it and I was crying extremely a lot. I told Dr. I have never been in this position before. and that I have never experienced a puppy broken leg and due her puppys size of only 2 pounds, this is very fragile for me because she is extremely tiny and captured my heart. And [redacted] said, if it was me, I would be getting surgery, and made me feel so bad about it. She put cast on puppy leg, down, after 7 days I returned with puppy to Vet because bandage came down off leg. I saw another vet who was extremely nice and took time with me, and bandage puppy leg up and didn't tell me, when I got home, I didn't know puppy would be on 3 legs, it scared me, because no one told me. But the main point is [redacted] only wants to talk about surgery and not talk about helping fix puppy in any other manner,,,and if I don't do surgery, I thought I had to give puppy away, as a last resort, because they made it seems like this is very bad, and only surgery and surgery the only way. Come to find out through friends and internet, that puppy will heal, and be fine, she is not a show dog, so limping is fine with me, because I love my puppy. I believe they took advantage of me, because I was crying very hard, because I was so upset for little puppy who sleeps with me and is my friend. I was naive to all of this and now feel I was taken advantage of.Desired Settlement: Refund of money I paid, which was 400.00 minus the medication for puppy that was fine.

Business

Response:

We received notice of a complaint filed to the Revdex.com by [redacted] on July 20th, 2014. This letter is written in response to the complaint submitted by [redacted] in regards to her dog "[redacted]" and the care she received at Norterra Animal Hospital and Grooming. We recognize that an unexpected injury with a pet can be an emotional time for our clients and we do empathize with them during this stressful time.

[redacted] first visited us on July 6th, 2014 with her dog "[redacted]" (3 month old Chihuahua puppy). [redacted] presenting complaint was that "[redacted]" had recently fallen from [redacted]'s lap and appears to be in pain. Upon examination by [redacted], it appeared "[redacted]" had suffered an acute injury to her right hind leg, was non-weight bearing on the limb, and painful upon palpation near the femoral bone.

Due to the history of trauma, along with the physical presentation, [redacted] recommended ta king radiographs to evaluate the condition of the bone. This would determine if the leg was fractured. It is our standard protocol to present owners with treatment plans outlining the recommended services and costs of those services. A technician explained each item that was listed on the treatment plan and why they were recommended. It is our policy to ensure the owner understands all aspects of the treatment plan and the charges that will ensue. It is our policy to only proceed with what the owner feels comfortable with and can deny any or all recommended services .We require a written signature on all treatment plans outlining what treatments the owner would like to proceed with.

[redacted] was understandably very worried about "[redacted]," as were our staff and doctors, and wanted to provide the best care she could. [redacted] knowingly consented to all of our recommendations and signed the treatment plan accepting responsibility for all charges. The staff and doctor proceeded with taking radiographs of "[redacted]'s" leg.

It was determined by radiographic evidence that "[redacted]" had obtained an angular midfemoral fracture with cranial and proximal displacement. With fractures of this nature, surgical repair is considered the ideal treatment that offers the best prognosis for recovery. Surgical repair is costly and [redacted] indicated she would not be able to afford surgery. At that time, [redacted] explained other options, as well as the risks and prognosis of each option. We understand our clients may have financial constraints that limit them from being able to afford the care they would like to provide for their pets. We provided [redacted] with education on how we felt we could help "[redacted]" with alternative methods.

The owner elected to splint the patient's leg. [redacted] applied a splint to the affected leg and provided [redacted] a handout on how to properly care for the splint. [redacted] also gave the patient adequate medications to help control pain. A recheck of the limb was advised in two weeks.

[redacted] and the staff and doctors continued to have conversations via phone messages, emails and facebook messages, checking in on the status of [redacted] and answering any questions [redacted] had regarding the care of her pet.

[redacted] returned with "[redacted]" on July 13th, 2014 for a progress exam. [redacted] evaluated "[redacted]" and found that her splint was moist and appeared to have slipped from its original location. The bandage was removed and upon palpation, the femur remained unstable. [redacted] communicated her concern to [redacted] about the risks and prognosis for healing. We wanted to make sure [redacted] understood the severity of her pet's injury and the poor prognosis for healing. [redacted] sympathized with [redacted], as we knew this is a difficult time for her.

After further discussion, [redacted], who was understandably overwhelmed, elected to provide no further care for "[redacted] ." She had discussed the possibility of surrendering her to a shelter that could provide funds for the surgical repair and re-home "[redacted]." [redacted] requested a temporary bandage. Understanding [redacted]'s financial limitations and emotional state, [redacted] performed the exam and bandage application at no charge. The bandage applied by [redacted] was a modified sling bandage that positioned "[redacted]'s" leg close to her body. This would provide the best temporary immobilization of the leg until further care could be arranged. Upon discharge, [redacted] was informed that the leg was bandaged to "[redacted]'s" body and that it is not visible as it is underneath the bandage. "[redacted]'' would rely on her other three legs for mobility.

Further communications occurred with [redacted] via facebook and phone messages. [redacted] feels as if the radiographs taken were not of her pet but another pet. We have a computer software system that automatically identifies patient images to ensure their accuracy and transfers them to their medical record. Furthermore, a second radiograph was taken after the initial splint placement. This is additional confirmation of the femoral fracture and attempted reduction. [redacted] also feels as if we provided no alternatives to surgery and that if she could not afford surgery she must re-home her pet. You will find by the attached information, many alternatives were discussed. Again, we understand that this was a very emotional time for [redacted] and sympathize with her as we do all our clients. Our main priority is "[redacted]'s" comfort and well-being.

We feel that we gave "[redacted]" and [redacted] the same standard of care we give all of our patients and clients. We value our services and stand by their price point. We strive to educate owners and allow them to make informed decisions about their pet's medical care. [redacted] provided written consent to perform all services and was informed of the charges associated with those services.

Enclosed is a copy of the signed treatment plan providing consent for the treatment s performed on "[redacted]" and the acceptance of financial responsibility, along with examination notes from her two visits. We have also included a handout provided to the owner on the proper care of "[redacted]'s" bandage as well as documentations of conversations with [redacted]. Please feel free to contact us if you should require any further information or documentation regarding this complaint. We wish "[redacted]" the best of luck with her recovery and would be happy to provide any future services to "[redacted]" and [redacted].