North of the River Veterinary Hospital, Inc

On November 17, 2016, Mrs*** came to our office in response to our low cost program for spaying caninesThe pet was not with her and was not examinedAt that time she informed us that the pet had a "hernia", but obviously we were unable to determine the type of hernia or the severity.!
She paid for the procedure, including the vaccinations given with the spay procedure, in advance as the pet was not old enough for the procedure and the set of vaccinationOn December 8, Mrs*** brought her pet in for vaccination and the pet was examined by a staff veterinarian that determined that the hernia(s) were Inguinal, rather the umbilicalThese type of hernias are more difficult to repair and therefore require additional surgery timeThis type of hernia is not normally included with a spay procedureAt the time of this examination the patient was administered vaccinations, which we considered to be the vaccinations included in the price previously paid for the spay surgery, and that fee ($42.00) was deducted from the $deposit previously posted to her accountThis left credit balance on the account of $83.00, which would cover the price of the spay ONLY, when performed.On January 5, 2017, the patient was presented for the elective, spay procedure and the inguinal hernia was confirmed during the pre-surgical examinationIt was explained to Mrs*** at the time that the repair of the inguinal hernia(s) would be an additional feeMrs*** became agitated and accused the hospital of doing "a bait and switch", generally disrupting the reception area.The patient was admitted for the spay procedure and as the Chief Medical officer of the hospital, I performed the surgery myselfI decided during the spay to go ahead and correct the inguinal hernia(s) at no charge, due to the fact that there was confusion on the part of the clientThe fee for reduction of inguinal hernias on both side, (during the procedure I discovered that the hernias were present on both inguinal canals)) would normally be in the range of $depending on the duration of the surgeryThe patient recovered from the anesthesia normally and was discharged from the hospital the next morning after a post surgery examination.On January 27, the patient was presented by Mrs*** for the final Vaccines in the required series, and a rabies vaccination and a distemper/parvo vaccine was administeredAgain Mrs *** began to complain at the front desk, repeating the "bait and Switch" accusationsThe office manager explained to Mrs*** that the vaccination provided with the low cost spay program were already administered and that the Rabies , and 4th distemper/parvo vaccine were not included with the low cost spay programMr*** became agitated and wanted to leave with out paying the additional $fee for the additional vaccinations At the insistence of the office manager, Mrs*** finally paid the fee.We will not consider a refund to Mrs*** due to the fact that her pet was not only provided the services that were paid for, but the patient also received the $inguinal hernia reduction surgery at no charge in order to at no charge, in an effort to satisfy any, "Bait and Switch" concerns that Mrs*** had.Thank you for the opportunity to clear up this misunderstanding.*** ** ***, DVM, CVA, Chief medical Oficer

I am rejecting this response because
it was full of lies. I have my original invoice (Dated 11/19/16) and it says Inguinal hernia on it. So that's lie number one. Lie number two is then saying I didn't have my dog, I did. They even weighted him (4-lbs)and the vet looked at him. The Vet Dr. [redacted] was their Vet. On Dec.8th the vet looked at him again and gave him a shot. This was his 2nd shot the vet in Wasco gave him his 1st shot. Jan 4th took him for surgery and shot. When I picked him up the next day the older lady told me the surgery was worse then they expected. But they would eat the charge because it was their vet Dr. Freeman that made the mistake and she was no longer working there. She said they had to redo the invoice so they could right it off the new charges. But nothing I paid for would be effected (Rabies shot and other puppy shots). They said they hadn't even told the new Vet about eating the cost. They were doing it on their own authority. But don't worry I wouldn't be charged. Jan 27 I took him for last shot the shot and also 1yr rabies shot. When I came out after to the front desk she tells me I owe $60. I told her I already paid for them and I had the receipt at home to prove it. She then told me I couldn't leave with my dog. I finally asked if I pay you and go home and get my receipt to prove I already paid would she give me my $60 back? She said no. That is when I said this is the old bait and switch going on. I only said that on this day. Not like they said. I then paid the $60 so I could take my dog and go. If you would like I can send you both the old invoice and the new one. If you notice on the new one they didn't put the rabies, they did put the 3rd shot down. But still made me pay for it again. They have only given 3 shots total, as I said the Vet in Wasco gave him his 1st one on Nov. 14,2016. He only gets 4 total puppy shots. They should check their records because Dec.8th they gave one. Jan 4th they gave one and Jan 27th that's all three they gave. Yet I had to pay for all four and the rabies I paid for twice. I would normally just say to heck with this place and never go back, but I just don't think they should take advantage of people like this.

Initial Business Response /* (1000, 5, 2015/11/20) */
Dear Ms [redacted]

I regret that this client felt the need to place an unwarranted complaint with the Revdex.com. Mr. [redacted] has been a client at North of the River Veterinary Hospital for the past 2 years! We have been treating his pet "Reece"...

for multiple medical conditions since September, 2014. The California Veterinary Practice Act stipulates that patients must have a "doctor, client, patient relationship before any medications or treatment can be prescribed. The legal definition of this relationship is that the treating veterinarian must examine the patient, at least once annually! For patients being treated for specific conditions it is left to the veterinarians discretion as to what, and how often diagnostic testing should be performed, previous to medication refills for that condition. The standard of care for "Reece's" medical condition is to perform laboratory testing every 6 months.
Mr. [redacted] was informed of this at the time that his pet was diagnosed.

In checking his medical record we find that, Mr. [redacted] ran out of medication and it was refilled, last time, in lieu of an appointment made by Mr. [redacted] for "Reece" to have the required medical testing performed. Subsequently, Mr. [redacted] did not show up for that appointment. When Mr. [redacted] called for the most recent refill, he was informed that we were required to perform diagnostic testing before we could refill the medication, especially since there was none performed for the last refill. Mr. [redacted] became belligerent, using numerous profanities on our office manager, Lona Howard, and refused to make the appointment for the laboratory testing.

I regret that Mr. [redacted] is upset about this and if he chooses, I am sure that he can find a Veterinarian that will be willing to treat his pet in a substandard manner.

Sincerely:
[redacted] M. [redacted], DVM
Initial Consumer Rebuttal /* (3000, 7, 2015/11/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It sad that Dr. [redacted] feels he knows the conversation that took place between myself and [redacted] In response to his statement of not showing up, my husband, took the dogs in for their appt. When I called to make the appt, I was told the shots were paid for during their cleaning, and the test would be 135.00. When my husband came in he was told it would be XXX-XXX for both dogs.
Why would the amount change? I was more than willing to pay for the test to get her quote, medication, when in reality there is no need for a prescription as the medicine given is a supplement, like a vitamin. Do they test for vitamins?
I have never raised my voice, and/ or used profanity towards any employee there. And as for the statement Dr. [redacted] stated, "I am sure Mr. [redacted] can find substandard treat [redacted] for his dog" I obviously have, ergo, this complaint. I can assure, and can send a signed affidavit to the fact my husband, [redacted] was there for the appt, and was treated INCREDIBLY rude.
Thx so much.
[redacted]