Riverdale Veterinary Group, P.C.

The doctors and Vet Techs are very good and the only reason I return.The administrative staff leaves a lot to be desired. Even the most simple tasks like checking a pet in or getting meds is a frustrating and time consuming experience. I recently called to fill another prescription for my dog. He is on this medication for life and they keep giving me 2 or 3 week supplies. I asked for a 2 month supply and they told if there is any issue with that the Doctor would be in touch. The next day I called 10 minutes before I arrived to pick up the medication asking the invoice be ready. It wasn't and the meds were not up front either. The icing on the cake another 2 week supply.

Review: My complaint is against Riverdale Veterinary Group, located at, [redacted] and against, veterinarians, [redacted], DVM and [redacted] regarding my moms cat, [redacted]. Sadly, [redacted] was euthanized by my vet in Delaware, [redacted], on 09/**/2013. It was determined on her second visit, to them, she had a diffused lung and [redacted]. She weighed out at 6.40 lbs. In short, she had been functioning on one (1) lung that was filled with a solid mass. You couldnt even see the lung on the x-ray. I only wish that she would have been under their care from the beginning, perhaps there wouldnt have been such negligence in this case. [redacted] was found as a stray in Westchester, New York, November 2010. I brought her home to my mom, who lives in Bronx, New York where she lived a good life for about 3 years. Shed been seen by a couple of vets who diagnosed her as a [redacted] feline. However, her ultimate care was provided by Riverdale Veterinary Group. [redacted] seemed to be doing very well for the first couple of years. Her [redacted] had been regulated and she was what we thought, under the best care. Though the office staff was very helpful, it was not until her last visit in February of 2013, that her demeanor changed. As well, her doctor had changed. She became very timid and not as animated has she had been in the past. She began to have a decreased appetite. In February of 2013, [redacted] weight 10 lbs and was looking very healthy, but, in the next few months she started to show signs of weight loss and loss of muscle mass. Clearly, the doctor should have suspected something was going on. Despite my moms repeated attempts to let them know that something else was going on, no one would listen to her. They also werent very good on call backs. In fact, there was a complete lack of concern for the pet and my mom. After they did some blood work, [redacted] had been treated for a [redacted] with an [redacted]. She was also to be given an [redacted]. However, her appetite steadily decreased. When my mom was visiting me in Delaware I decided to get a second opinion. [redacted] was then seen by Rehoboth Beach Animal Hospital, August [redacted], 2013. When they weighed her, we found that she had lost in total 3 lbs. Again, barely eating and very lethargic. She barely made it to the litter box. Her legs were very weak. She was skin and bones. Upon further testing and blood work along with what they recommended was a [redacted], which helped them to see where the [redacted] spikes happen and if her [redacted] needed to be adjusted, which the vet in New York, never recommended this test. He only indicated that my mom needed to do an x-ray to the tune of $430. Upon their evaluation after the glucose test, Rehoboth Beach Animal Hospital recommended an increased dosage of [redacted] and a retest in 2 weeks, with her regular vet in New York. My moms regular vet in New York had no interest in seeing [redacted] until my mom had paid the balance of his bill that she repeatedly had asked for prior to her visit to Delaware. He also stated that she should bring the cat back to Delaware. My mother explained that [redacted] was seen on an emergency visit because she could not wait to get back from Delaware. [redacted] was getting progressively worse and something had to be done. My mom has always paid Riverdales bills timely, however, this doctors actions were grossly negligent and insensitive. My question to him was, why did he not diagnose the [redacted] sooner? Certainly blood work would have revealed irregularities somewhere. With the steady weight loss, decrease in appetite, lethargic behavior? What more signs do they need? Her lung was diffused and filled with solid [redacted] mass. This is not something that happens overnight. Seems to me this vet was more concerned about his bill being paid and not the welfare of an animal. There is no level of compassion here for the animals or their owners. This man shouldnt even be in business. The fact that he wouldnt return my moms calls and that he was more concerned whether or not she would pay her bill, than remedying the situation, shows the integrity this man lacked. [redacted] may have had the [redacted] in her system already, after all, she was found as a stray. However, she did not need to suffer the way she did and for as long as she did. Her suffering could have been eased with the proper treatment and medication, and possibly euthanized sooner. There is no bringing her back, but, this practice is what I consider to be abusive. No animal should have been subject to this kind of suffering. I am asking for a formal investigation into this situation. I am asking that this mans practices be re-evaluated so that this kind thing never happens to anyone else ever again.Desired Settlement: Refund of last bill and license revoked. This place has questionable practices. I've heard many complaints about the lack of proper care for animals.

Business

Response:

To The Revdex.com, and to [redacted] and [redacted]:

I would like to respond a complaint with I.D. # [redacted], filed by [redacted] on behalf of her mother [redacted] who was a client at my animal hospital, where we cared for her cat "[redacted]".

`We first started caring for "[redacted]" in December of 2010 as a second opinion to confirm a recent diagnosis of [redacted]. Blood and urine tests indeed confirmed that "[redacted]" had [redacted]". A special diet , followed by insulin therapy, were initiated, and "[redacted]" went on to do well over the next two years. [redacted] had some financial constraints, and over the time we cared for her cat we were always happy to help her prioritize tests. In fact, the majority of interactions between our doctors and [redacted] over this two year period while "[redacted]" was stable came in the form of phone conversations rather than insisting on office visits. This is all reflected in our medical records which I would be happy to furnish if helpful. As part of this approach, we were happy to instruct [redacted] to run frequent urine dipsticks at home on "[redacted]", and then call our doctors to discuss results and make decisions on the insulin dose.

[redacted] needed assistance traveling and walked with a walker. To help here, my technician [redacted], made many house calls to deliver medicine and prescription [redacted] food. . On those occasions when it was necessary to bring "[redacted]" in to the hospital, [redacted] would transport "[redacted]" himself. Then a doctor would speak with [redacted] by phone. Literally Dozens of times, [redacted] made house calls , never charging [redacted] any money for his own time. Also free, were the dozens of phone calls over these years by our doctors - myself included - to consult with [redacted] about "[redacted]".

By January of 2013, we had helped [redacted] for two years to keep "[redacted]" stable and relatively healthy and happy despite her [redacted], and with minimal office visits and testing, In late January, [redacted] called one of our doctors and expressed concern that "[redacted] wasn't eating much over the past two days. At that point we strongly recommended blood work, and even offered to send someone to her home to draw the blood so as to avoid an office visit. ( Again, this is all reflected in our medical records).

Several weeks later, in February, [redacted] sent someone in with "[redacted]". Blood work was drawn and sent to the lab. Results showed descent [redacted] control but elevated white blood cells ([redacted]s). Antibiotics were started and it was requested that [redacted] call our doctors 2 weeks later. This phone call never came, however this is understandable and often happens when a pet is feeling better.

There were no phone calls to our office or office visits for the next 4 - 5 months. In July of 2013, "[redacted] was brought in again with the concern that she was not eating well. Blood and urine tests revealed [redacted] in the urine and elevated [redacted]s in the blood . In discussing results with [redacted], I expressed concern that there was likely some other complicated disease now in addition to the [redacted], making "[redacted] " sick. [redacted] or an infection were just some possibilities. I strongly recommended further diagnostic testing: X rays and an abdominal ultrasound (AUS). At this point [redacted] expressed frustration at the combination of challenges including the price of the tests, her financial constraints, the difficult in giving "[redacted]" medications, and the problem of not being able to travel to our office with "[redacted] because of her own physical ailments.

At that time I allowed [redacted] to pay less than the balance of her bill for this work, and allowed her to keep a balance of several hundred dollars.

I tried patiently to explain ( and did so on a subsequent phone conversation) that unlike the just - completed blood work, the AUS test could not be done without payment, as the specialist who does this test would not accept any billing. After this conversation [redacted] made yet another house call to deliver antibiotics to "[redacted]".

After this, there were several more phone conversations I had with [redacted] while she was in Delaware with "[redacted]", visiting family. During our final phone conversation on August [redacted], I again recommended further testing to find out why "[redacted] was still losing weight. I suggested perhaps calling the Humane Society or ASPCA to see if they could perform these tests at a reduced fee. At [redacted]'s request, I also consulted with her on this call to go over results of blood work that had just been done by another veterinarian in Delaware. Other simple recommendations that I made at this point included lubricating and warm compressing "[redacted]" rectum to help with constipation and stimulate a bowel movement, to keep her comfortable while she was so sick, and to repeat the appetite stimulant that [redacted] had medicated "[redacted] with earlier in the summer.

I would like to express to [redacted] that I am very sorry for her loss. And I also sympathize with her own physical issues. Because of that, my staff and I went above and beyond what would have reasonably been expected of us in this difficult situation, to help [redacted] and "[redacted]". With this in mind, I have to honestly admit shock and disappointment at the accusations and criticism here. I know that my employee [redacted] feels similarly, to say the least. I'm not sure if [redacted]'s daughter has a full appreciation of how much time was actually devoted by my staff to her Mom in treating "[redacted]". But ultimately, I understand that the loss of a pet is like losing a family member, and for that I am truly sorry. I would also like to say that I have no intention of asking for the balance still due on the work done in July of this year.

I would be happy to furnish our medical records if your office would find it helpful.

Sincerely,

Business

Response:

I am writing a second response to [redacted] and her daughter [redacted] regarding their cat [redacted], who was cared for at my animal hospital, the Riverdale Veterinary Group. In my last response I took a lot of time composing a letter describing and explaining our medical care and advise with "[redacted]". I would again like to state my condolences for [redacted]'s loss. I understand how important [redacted] was to her. But I would also again like to state my shock at the accusations here, given the amount of time we dedicated to [redacted] over the several years that she was our patient.

From my perspective, it is highly unusual for an animal clinic to offer free delivery of food and medicine to a client, not once but multiple times. Our flexibility in multiple phone consults without insisting on office visits, and delivering these medicines and foods without charge, and allowing a significant portion of the bill to remain unpaid may have been atypical behavior for a practice, but they were the right thing to do; my technician Chris and I felt good about helping [redacted]. Again, its hard for me to wrap my mind around the anger and accusations here. Yet I do understand the frustration and loss at losing such a dear pet.

In my first response, I posed the question to [redacted], whether she appreciated the personal care delivered to her Mom and [redacted] by Riverdale Veterinary Group. Given that she was living in a different state, I thought this a reasonable question. I would also like to ask her now, If she understands how things played out when [redacted] was becoming sicker in the winter of 2013. At the risk of being slightly repetitive from my last response, here is a brief summary: [redacted] called our office in late January, expressing concern that [redacted] hadn't eaten much over the past two days. Our doctor strongly recommended bringing [redacted] in for an exam and tests right away, and even offered to send a technician to her home to draw the blood, given [redacted]'s situation. Several weeks later, in February, [redacted] sent someone in with [redacted]. Bloodwork was drawn. Results showed elevated WBCs, and antibiotics were started. It was requested that [redacted] call our doctors two weeks later to follow up on how things were going. That phone call never came. The idea here was that if [redacted] was either not feeling well, still eating poorly, or losing weight, that follow up tests would be recommended. These would have included X Rays and an Abdominal ultrasound (AUS).

We did not hear from [redacted] for over 4 months after that point. In July of 2013 [redacted] was brought in again for a poor appetite. Bloodwork revealed protein in the urine and , again, high WBCs. Again further diagnostic tests just described were strongly recommended but declined. [redacted] expressed the frustration of dealing with a sick cat, with expensive tests being recommended, and having her own physical challenges. At this point I offered [redacted] to prioritize the tests. For example, maybe she could afford an X Ray but not an AUS. My concern that more than just diabetes was involved at this point was discussed multiple times. I also readily allowed [redacted] to pay half of her bill for the bloodwork of $372, leaving a (current) balance of $172.

[redacted], also please understand that it is hard to strike the balance of running a business and having to pay bills and employees, against the need to take care of people and their animals who are in need of medical services but cant always afford them. I always do everything I can to:

1) prioritize services with people, working within their budget and recommending the most important test if they can't all be done.

2) sympathize with their needs and talk to them.

3) Consult with clients by phone when they cant come in.

4) end up allowing clients to carry a balance to a certain point

In this case, I did all of the above, and went way beyond as has been described. [redacted], I wish there was more I could say to

convey my sympathy again for your loss. I know that you did everything you could for [redacted], and loved her dearly. For that, I respect you very much. I just hope that upon reflection of everything we have done, you could also respect The Riverdale Veterinary Group.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Nothing will change the fact that they neglected to diagnose what was wrong with buttons after repeated requests from myself that something wasn't right. I should not have had to take my cat 2 states away to have her looked at for a second opinion. They can continue to point out special visits made to house and delivery of food but that was not on the vet that was an arrangement made by one of his employees out of the kindness of their heart and on their own time. It had nothing to do with them. They are just trying discredit my testimony. I know full well that they did not go to great lengths to diagnose anything, they were all about the money. They have always been paid in full for every visit up until she as diagnosed and not by them. They are just trying to cover up their negligence. This vet has a history of animals dying in his care and that's all there is to it. I am not incompetent. I am physically challenged but am fully aware of the care that buttons received and did not receive and my accusations still stand. They are not fit to treat animals period and should consider closing their doors and do us all a favor have someone else that has the experience and compassion to take over.

Sincerely,

My complaint is against Riverdale Veterinary Group, located at, [redacted] and against, veterinarians, [redacted], DVM and [redacted] regarding my moms cat, [redacted]. Sadly, [redacted] was euthanized by my vet in Delaware, [redacted], on 09/**/2013. It was determined on her second visit, to them, she had a diffused lung and [redacted]. She weighed out at 6.40 lbs. In short, she had been functioning on one (1) lung that was filled with a solid mass. You couldnt even see the lung on the x-ray. I only wish that she would have been under their care from the beginning, perhaps there wouldnt have been such negligence in this case. [redacted] was found as a stray in Westchester, New York, November 2010. I brought her home to my mom, who lives in Bronx, New York where she lived a good life for about 3 years. Shed been seen by a couple of vets who diagnosed her as a [redacted] feline. However, her ultimate care was provided by Riverdale Veterinary Group. [redacted] seemed to be doing very well for the first couple of years. Her [redacted] had been regulated and she was what we thought, under the best care. Though the office staff was very helpful, it was not until her last visit in February of 2013, that her demeanor changed. As well, her doctor had changed. She became very timid and not as animated has she had been in the past. She began to have a decreased appetite. In February of 2013, [redacted] weight 10 lbs and was looking very healthy, but, in the next few months she started to show signs of weight loss and loss of muscle mass. Clearly, the doctor should have suspected something was going on. Despite my moms repeated attempts to let them know that something else was going on, no one would listen to her. They also werent very good on call backs. In fact, there was a complete lack of concern for the pet and my mom. After they did some blood work, [redacted] had been treated for a [redacted] with an [redacted]. She was also to be given an [redacted]. However, her appetite steadily decreased. When my mom was visiting me in Delaware I decided to get a second opinion. [redacted] was then seen by Rehoboth Beach Animal Hospital, August [redacted], 2013. When they weighed her, we found that she had lost in total 3 lbs. Again, barely eating and very lethargic. She barely made it to the litter box. Her legs were very weak. She was skin and bones. Upon further testing and blood work along with what they recommended was a [redacted], which helped them to see where the [redacted] spikes happen and if her [redacted] needed to be adjusted, which the vet in New York, never recommended this test. He only indicated that my mom needed to do an x-ray to the tune of $430. Upon their evaluation after the glucose test, Rehoboth Beach Animal Hospital recommended an increased dosage of [redacted] and a retest in 2 weeks, with her regular vet in New York. My moms regular vet in New York had no interest in seeing [redacted] until my mom had paid the balance of his bill that she repeatedly had asked for prior to her visit to Delaware. He also stated that she should bring the cat back to Delaware. My mother explained that [redacted] was seen on an emergency visit because she could not wait to get back from Delaware. [redacted] was getting progressively worse and something had to be done. My mom has always paid Riverdales bills timely, however, this doctors actions were grossly negligent and insensitive. My question to him was, why did he not diagnose the [redacted] sooner? Certainly blood work would have revealed irregularities somewhere. With the steady weight loss, decrease in appetite, lethargic behavior? What more signs do they need? Her lung was diffused and filled with solid [redacted] mass. This is not something that happens overnight. Seems to me this vet was more concerned about his bill being paid and not the welfare of an animal. There is no level of compassion here for the animals or their owners. This man shouldnt even be in business. The fact that he wouldnt return my moms calls and that he was more concerned whether or not she would pay her bill, than remedying the situation, shows the integrity this man lacked. [redacted] may have had the [redacted] in her system already, after all, she was found as a stray. However, she did not need to suffer the way she did and for as long as she did. Her suffering could have been eased with the proper treatment and medication, and possibly euthanized sooner. There is no bringing her back, but, this practice is what I consider to be abusive. No animal should have been subject to this kind of suffering. I am asking for a formal investigation into this situation. I am asking that this mans practices be re-evaluated so that this kind thing never happens to anyone else ever again.