Quail Pointe Veterinary Hospital, Inc.

We have sent a certified letter to *** and *** *** requesting a release of medical records for their pets so that we may discuss publically about any specific complaint related to an individual pet. I did try to talk to *** *** on 5/24/2017. I politely listened to
her full complaint but was unable to answer her questions because each time she would talk over me. It was difficult to even finish one sentence before she broke in and started talking again. It was futile to attempt to discuss anything with her. She did mention that she and her pets had been treated with respect, she said the exam, diagnosis and treatment was great but that she didn't want to pay our fees. I explained that she requested the appointment. Mr*** *** was the owner who accompanied the pet for the examination. He was given options for treatment after explaining the diagnosis. If she didn't like the treatments she should have come instead of sending her husband or take it up with her husband. They were not forced into coming in to our facility or accepting any treatment options given. We are sorry if she feels our prices are not reflected in the value of our service. We try to provide exceptional service and affordable treatment option to each client. We provide the services that were requested and provided treatment per Mr*** direction. I'm not sure how Mrs*** expects me to go about undoing an examination, diagnosis or medications that were requested and then administered to her pet I'm not sure why she's requesting two exam/treatments refunded. If she wasn't happy about the first one she shouldn't have made another appointmentI did send her a refund of the second part of a two-dose treatment. Since she will not be coming back I was happy to refund the second part that has not yet been administered There are specific items regarding her pets that I would like to address but will need to get permission from the client to discuss it publically. Kathleen F*, D.V.M

We understand the frustration that this family is feeling due to the concerns with LilyWe want all parties to know that Lily has been in our thoughts and we are striving to resolve this matter. When the *** family came in on September 30th, and requested a refund for the surgery, we did consider this requestDue to the fact that DrF* did not perform the surgical procedure on Lily we needed to contact the surgeon before coming to an agreement with the ***sWe did discuss this with the ***s on Friday September 30th, and at that time they seemed to understand our need to do this and stated they would contact us by Wednesday October 5th, if they had not heard from us before that time, giving us days to contact the surgeonUnfortunately the ***s were not satisfied with this arrangement and instead of waiting for our response after speaking with the surgeon the ***s filed a complaint with Revdex.com within an hour of leaving our hospital on September 30th, We understand that this is a way for them to have a third party help with negotiation and although we wish that we could have handled this internally, we definitely do not fault them for doing soHowever not only did they reach out to Revdex.com they also filed with DOPL (on the same day 9/30/2016) and once a DOPL complaint is filed it now eliminates our ability to handle this situationThis case has been turned over to our liability insurance along with the liability insurance of the surgeon and is pending investigationWe did call the ***s on October 1st, and informed them that we were no longer able to handle this internally due to their actions of filing with DOPLWe have been in contact with the parties handling this case (DOPL and the insurance carriers) and unfortunately there is nothing else we personally can do at this timeUpon hearing from Revdex.com recently we contacted the insurance carriers who assure us that they have been in contact with the *** family numerous times and have informed the ***s that they are working to resolve this caseOn October 26th the DOPL investigator has informed us that he will be closing the case with no findings of fault or cause for any concern on the part of Quail Pointe Veterinary HospitalAgain we are sorry that it had to come to this and this matter was not able to be resolved internally. DrKathleen F* Tell us why here

Quail Pointe Veterinary Hospital is requesting public release of medical records from the *** Family regarding Lily a month of Yorkshire TerrierUpon receiving this release we will be able to elaborate on her medical caseWe have mailed this by certified mail to *** and *** ***, but
we have also attached a copy for Revdex.com as well incase you are able to contact the family faster than we areOn 9/30/2016, owners came in to Quail Pointe Veterinary Hospital with a demand of reimbursement of $for Lily's surgical proceduresDrF* discussed this with the owners and informed owners that she would contact DrB*** immediately and then call them as soon as possibleWe were hoping to resolve this matter with the family quickly and respectfullyHowever, within an hour of talking to the owners we were notified that a complaint with Revdex.com had already been filedWe feel that the clients unfortunately did not give us time to resolve this matter with them peacefully and we have now been forced to turn this matter over to our liability insurance

Complaint: ***
I am rejecting this response because:as I've stated before, I want my money refunded to me for the total amounts of my last visitsBecause I am unhappy with her and her rude staff, her outrageous prices, I will no longer go thereNow that I have read and talked to to certain people I'm am astounded that DrF* has a license at allIf I would have known her past reputation I would have never stepped foot in her hospitalSo from the beginning, starting with the first time I met DrF* she treated me rude and yelled at me saying that I'm killing my dog and that if he didn't get fixed immediately he was going to dieI immediately scheduled the surgey for that coming wednesday I came home very upset and felt like I was the bad personShe is the bad personShe is rude and lied to meShe made me believe that my dog was going to dieI have been in her hospital for several visitsLooking back at all my charges from her visits, I now want all my money backI originally asked for my last visits to be refunded, now I want refunded for everytime I brought my pets to herI am so upset with her and her staff and their servicesEverytime I went into her office visit she recommended a new different medicine she made herself that I had to buyShe is a fraudI want all my money refundedI am now going to Utah State Board of VeterinaryI now have found a new Doctor and I need my money refunded to pay for my pets visits, now that I have to have my animals recheckedShe should not be in businessI am thankful I didn't lose one of my pets to her idea of treatment
Sincerely,
*** ***

Complaint: [redacted]
I am rejecting this response because:
As I stated in my last response, the meeting with F[redacted] was cut short intentionally by F[redacted] and her staff. I expect any reasonable person to believe the matter would not be resolved in their favor after a metting like that. Due to the delay that has already occurred I believed filing a complaint with the two agencies would finally get a legitimate response from F[redacted] and B[redacted]. Clearly, it was used as another reason to delay a refund.I do not believe F[redacted] when she states a DOPL complaint “eliminates” her ability to resolve the situation. The DOPL investigator stated several times that he does not have any power to get me a refund and only investigates any violations of law. F[redacted] and B[redacted] could have still resolved the matter by issuing the refund at any point.I have been contacted by B[redacted]’s liability insurance. They have advised they are reviewing the paper work from the other Orthopedic specialists and Veterinarians to determine if they will cover the cost of the failed surgery and costs to fix the problems caused by it.No contact has been made by F[redacted]’s liability insurance or any other insurance company.The DOPL investigator informed me the investigation is closed with Quail Pointe. However, the investigation is still open in regards to B[redacted]’s performance. This complaint has been filed against F[redacted] and Quail Pointe because they hired B[redacted] who is a “traveling” surgeon and I could not find a legitimate business to file a complaint against B[redacted]. I believe F[redacted] and Quail Pointe take on certain level of responsibility when it comes to hiring people to work for them and should be held accountable as well.This matter could have been easily resolved at any point with a simple refund for the surgery so I could have a competent veterinarian and surgeon fix my dog. Because of these ridiculous delay tactics and excuses my dog is still not fixed.I paid for a surgery to have to the knees fixed in my dog. Instead, I now have a dog with a Right leg that has “Atrophy of the joint” requiring amputation and the Left leg still has the original problem and now has an additional fracture as a result of this failed surgery. 
Sincerely,
[redacted]

Unfortunately we are not able to comment further until we receive a release from the client to discuss their pets medical treatments publically.  We have sent a certified letter but have not had a response yet.  We would love to comment further but due to medical privacy regulations we are prohibited for commenting.  I feel that it's very unfair for this client to be able to say whatever they want but then not allow us to comment due to medical ethics.  Please sign the release form that has been sent so that we may be allowed to respond.  Kathleen F[redacted]