Riverside Veterinary Hospital

I have reviewed the response offer 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 The response she submitted to you is not completely truthful and honestI placed a call to the business at pm to ask how My dog was doing as I left my number when I dropped Her off that morning at ami was instructed to leave my number on the anesthesia consent I signedI pointed out to the desk staff this is the number for the vet to call if there were any concerns.I did NOT recieve a call the entire day and assumed all was wellI called at 3:pm to check on dog and was assured that all was well and dog was given a reversal drug to the anesthesia to wake her up as well as fluids because her kidney functions were slightly off and was ready for pick upI asked why I was not called and they replied the vet did indeed csll with a detailed messageI was not asked to wait to pick up Btwn 4-pm at anytime.I DID NOT RECIEVE A CALL AND LEFT MY CORRECT NUMBER TO CALLI was told that the vet called another number, not the correct number I left on the signed anesthesia consent formMy dog was brought to me within a few moments of my arrival and I was told the vet would be out in a few moments, to speak with meI sat with my lb on my lap for at least minutesMy dog was still sedated, smelled terrible and it was pitifulI am a nurse with yrs of experience and understand sedation, lab results etc.Feeling badly for my dog I approached the desk, and she was unleashed, never on a leash, cameras will also show thisI notified the desk staff that I was going to carry dog to car and return to payI asked that the vet to call when she had more time as she had waiting room of folks awaiting serviceIm reading the vets response that she spoke to me for minutes, is minutes a sufficient amount of time to explain anything of importance? I have a copy of my dogs kidney function tests and was told they hydrated her d/t this and at her age, a few weeks shy of yrs of age, it is expected that kidneys would be functioning a bit worse, aging process, same as humansHer lab values were slightly high and not critical by any meansYes, they forgot to give me the antibiotic, as a matter of fact, it was never mentioned that it was orderedI was told they gave her an antibiotic injection earlier for preventstive reasons It obviously was more important to sell me the 98$ bottle of probiotic to which was not neededI have not received refund for that eitherThis is not exceptable and a security camera to keep track of the minutes that transpired show nothing but how little time they spent in the csre of this animalIf anything, it is proof of the lack of time needed to be thorough in a kind and caring mannerI drove directly home and immediately placed the probiotic bottle in the refrigerator and was very clear in letting them know that it was properly storedWhen I called to notify them of my intention to return they agreedThis truly is unfortunate, unfair practice which saddens me that more focus is on monies to be made and not to customer satisfaction and fairnessShe also left a message on my phone accusing me of harassing her front desk staff which is also untrueThe message I left was asking for her to keep HER COST ( what she paid for) the probiotic and refund me The remainder of my monies since it was returned sealed and refrigerated, thinking out of the kindness of her heart she may consider this if not full refund Regards, [redacted] ***

Here is a copy of the transaction receipt showing where [redacted] received a refund of $21.64.Please let me know if you need any other information.Thanks.[redacted]Practice ManagerRiverside Veterinary Hospital

I have reviewed the response offer 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.
The response she submitted to you is not completely truthful and honest. I placed a call to the business at 330 pm to ask how My dog was doing as I left my number when I dropped Her off that morning at 830 am. I was instructed to leave my number on the anesthesia consent I signed. I pointed out to the desk staff this is the number for the vet to call if there were any concerns.I did NOT recieve a call the entire day and assumed all was well. I called at 3:330 pm to check on dog and was assured that all was well and dog was given a reversal drug to the anesthesia to wake her up as well as fluids because her kidney functions were slightly off and was ready for pick up. I asked why I was not called and they replied the vet did indeed csll with a detailed message. I was not asked to wait to pick up Btwn 4-5 pm at anytime.I DID NOT RECIEVE A CALL AND LEFT MY CORRECT NUMBER TO CALL. I was told that the vet called another number, not the correct number I left on the signed anesthesia consent form. My dog was brought to me within a few moments of my arrival and I was told the vet would be out in a few moments, to speak with me. I sat with my 30 lb on my lap for at least 20 minutes. My dog was still sedated, smelled terrible and it was pitiful. I am a nurse with 25 yrs of experience and understand sedation, lab results etc.Feeling badly for my dog I approached the desk, and she was unleashed, never on a leash, cameras will also show this. I notified the desk staff that I was going to carry dog to car and return to pay. I asked that the vet to call when she had more time as she had waiting room of folks awaiting service. Im reading the vets response that she spoke to me for 3 minutes, is 3 minutes a sufficient amount of time to explain anything of importance? I have a copy of my dogs kidney function tests and was told they hydrated her d/t this and at her age, a few weeks shy of 14 yrs of age, it is expected that kidneys would be functioning a bit worse, normal aging process, same as humans. Her lab values were slightly high and not critical by any means. Yes, they forgot to give me the antibiotic, as a matter of fact,  it was never mentioned that it was ordered. I was told they gave her an antibiotic injection earlier for preventstive reasons.  It obviously was more important to sell me the 98$ bottle of probiotic to which was not needed. I  have not received refund for that either. This is not exceptable and a security camera to keep track of the minutes that transpired show nothing but how little time they spent in the csre of this animal. If anything, it is proof of the lack of time needed to be thorough in a kind and caring manner. I drove directly home and immediately placed the probiotic bottle in the refrigerator and was very clear in letting them know that it was properly stored. When I called to notify them of my intention to return they agreed. This truly is unfortunate, unfair practice which saddens me that more focus is on monies to be made and not to customer satisfaction and fairness. She also left a message on my phone accusing me of harassing her front desk staff which is also untrue. The message I left was asking for her to keep HER COST ( what she paid for) the probiotic and refund me The remainder of my monies since it was returned sealed and refrigerated, thinking out of the kindness of her heart she may consider this if not full refund. 
Regards,
[redacted]

Review: On 2/6 I had appt for dog for services that I requested for a teeth cleaning I asked that I be phoned at ###-###-#### with any concerns or problems with my dog. Was not called when I retrieved my dog front desk staff were very short and did not explain services or bill. They pushed to sell medication not in need or wanted. I had a sedated dog that they brought to me initially, before taking care of bill or speaking to the vet, to whom they said wanted to talk about her reason for selling me 98$ bottle of pills.

My dog smelled very badly and was still very sedated. so I had been sitting with dog in waiting room for an extended period of time. I just really want to get my dog home to rest and asked if I could pay bill and dr. [redacted] called me later when she had time as I was awaiting her presence to " explain why my dog needed a 100$ bottle all natural" medication. Took dog to car returned vet came out few moments later to tell me my dogs kidney test was a little bit off ( my dog is a few weeks shy of 14 yrs of age so this is to be expected) I paid bill, returned home and vets office called to say " they forgot to give me the medication" I live > 45 miles away and they said they would mail.

I didn't get medication until 4 days after my dogs visit. What's the point of giving my dog an antibiotic 4 days after her teeth were cleaned as a " preventative"? She had no infection of any kind.

When I recd the med I called to say that I was going to return both meds as they were sealed unopened and stored as directed and they agreed for me to do so.

When I returned the medication on 2/9 I was told that they would refund only the cheaper medication 21.64 and not refund the 98.14 medication. I asked for vet to call me as if they would not refund the 98.14 would she refund over her cost of that amount in other words what she paid for it, since both drugs were sealed, in her possession and they would be re-sold to another customer. Vet called a few days later to say that I was " harassing her front desk staff" and " wanted her profit". I still have not read a refund on either and have disputed these two charges on my credit card. I am requesting my refund of 119.78$ as I returned them after recd sealed unopened or used and requested refund which I did not receive. She agreed to refund one amount and I didn't not receive that either. I feel the practice of this business is to push sale of drugs not needed for the profit. I am requesting refund for goods I returned that are in her Possession.Desired Settlement: Refund of 119.78

Business

Response:

To whom it may concern:RE: Claims made by [redacted].On February 6 of 2015 Mrs. [redacted] did present her dog [redacted] for a dental procedure. She was informedat drop off that [redacted] would be available for píckup between 4pm and 5pm. This is the case with allpatients receiving anesthesia. This allows time for the animals to be observed during recovery and makesure they are alert enough to walk out on their own. Also Mrs. [redacted] was informed (orally and inwriting on the Anesthesia Authorization Form that she signed) that because of [redacted]'s advance age (13years) that pre-anesthetic bloodwork was mandatory. This bloodwork indicated that [redacted] was startingto develop kidney issues. The kidney issue was nothing that would preclude the ability to continue withthe dental procedure but it did warrant further future monitoring and treatment.Mrs. [redacted] arrived at our office at 3:42 pm. She was told at that time that the doctor would like tospeak to her before she departed. However, the doctor was in the middle of another dental procedureon a different patient at that time and she may need to wait a few minutes until the doctor wasavailable. [redacted] was brought out to Mrs. [redacted] at 3:46 pm. She was walked on a leash to the lobby.Mrs. [redacted] then picked [redacted] up and held her in her lap until 3:59 pm. At that time, Mrs. [redacted] leashwalked [redacted] to her car in the parking lot and returned to the lobby. At 4:02 pm the doctor wasavailable to discuss the findings of the dental procedure and the bloodwork with Mrs. [redacted]. Mrs.[redacted] and the doctor talked for approximately three minutes. Mrs. [redacted] then proceeded to the frontdesk where she paid her bill, got her bag with the Azodyl in question and departed our office at 4:09 pm.I am 100% certain of the times because all of this activity was captured on out CCTV system and hasbeen backed up and saved in case it is ever needed again. As there is no audio, you cannot tell what wasactually spoken but you can see faces clearly and at no time did anyone's face ever register anyexpression that would seem to indicate that they were spoken to in anything but a courteous manner.There were several other persons seated in the lobby and there was nothing registered on their facesthat would suggest they had heard anything disturbing either.Unfortunately, Mrs. [redacted] did not receive the Clavamox Tablets that she was charged for. After thiswas noticed, Mrs. [redacted] was contacted and told that the tablets would be mailed to her. At no pointduring her discussion with the doctor, the checkout procedure, or the subsequent phone call did Mrs.[redacted] mention not wanting the Azodyl or the Clavamox Tablets. February 6 of 2015 was a Friday. TheClavamox Tablets were sent to her via the [redacted] on February 7 of 2015. February 8 of 2015 was aSunday. Mrs. [redacted] received said tablets not later than February 10 of 2015. That is the day shecontacted our office saying that she was going to return the medications and wanted a full refund. Atthat time she was informed that it is not normally our policy to accept returned medicine (as is the casewith ANY pharmacy be it Veterinary or Human medicine) we would accept the Clavamox Tablets backbecause it was our fault that she did not receive them before she departed our office. The Azodyl wecould not and would not accept in return. Azodyl contains a live active culture to help assist Kidneyfunction. On the package it clearly states that this product MUST be refrigerated. Because we cannotguarantee that any medication is handled or stored properly once it leaves our facility, we cannot acceptit back. If we did, we could only dispose of the medication because there would be no way to ensurethe safety/efficacy if it were to be redistributed to another patient.As for the Clavamox Tablet and the $21.64 she paid for that item on February 6, it was refunded to thesame [redacted] card she original paid with on February 10. l have enclosed a copy of our daily transactionsettlement report with all data redacted with the exception of that one transact¡on.

Consumer

Response:

I have reviewed the response offer 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.

The response she submitted to you is not completely truthful and honest. I placed a call to the business at 330 pm to ask how My dog was doing as I left my number when I dropped Her off that morning at 830 am. I was instructed to leave my number on the anesthesia consent I signed. I pointed out to the desk staff this is the number for the vet to call if there were any concerns.I did NOT recieve a call the entire day and assumed all was well. I called at 3:330 pm to check on dog and was assured that all was well and dog was given a reversal drug to the anesthesia to wake her up as well as fluids because her kidney functions were slightly off and was ready for pick up. I asked why I was not called and they replied the vet did indeed csll with a detailed message. I was not asked to wait to pick up Btwn 4-5 pm at anytime.I DID NOT RECIEVE A CALL AND LEFT MY CORRECT NUMBER TO CALL. I was told that the vet called another number, not the correct number I left on the signed anesthesia consent form. My dog was brought to me within a few moments of my arrival and I was told the vet would be out in a few moments, to speak with me. I sat with my 30 lb on my lap for at least 20 minutes. My dog was still sedated, smelled terrible and it was pitiful. I am a nurse with 25 yrs of experience and understand sedation, lab results etc.Feeling badly for my dog I approached the desk, and she was unleashed, never on a leash, cameras will also show this. I notified the desk staff that I was going to carry dog to car and return to pay. I asked that the vet to call when she had more time as she had waiting room of folks awaiting service. Im reading the vets response that she spoke to me for 3 minutes, is 3 minutes a sufficient amount of time to explain anything of importance? I have a copy of my dogs kidney function tests and was told they hydrated her d/t this and at her age, a few weeks shy of 14 yrs of age, it is expected that kidneys would be functioning a bit worse, normal aging process, same as humans. Her lab values were slightly high and not critical by any means. Yes, they forgot to give me the antibiotic, as a matter of fact, it was never mentioned that it was ordered. I was told they gave her an antibiotic injection earlier for preventstive reasons. It obviously was more important to sell me the 98$ bottle of probiotic to which was not needed. I have not received refund for that either. This is not exceptable and a security camera to keep track of the minutes that transpired show nothing but how little time they spent in the csre of this animal. If anything, it is proof of the lack of time needed to be thorough in a kind and caring manner. I drove directly home and immediately placed the probiotic bottle in the refrigerator and was very clear in letting them know that it was properly stored. When I called to notify them of my intention to return they agreed. This truly is unfortunate, unfair practice which saddens me that more focus is on monies to be made and not to customer satisfaction and fairness. She also left a message on my phone accusing me of harassing her front desk staff which is also untrue. The message I left was asking for her to keep HER COST ( what she paid for) the probiotic and refund me The remainder of my monies since it was returned sealed and refrigerated, thinking out of the kindness of her heart she may consider this if not full refund.

Regards,

Business

Response:

Here is a copy of the transaction receipt showing where [redacted] received a refund of $21.64.Please let me know if you need any other information.Thanks.[redacted]Practice ManagerRiverside Veterinary Hospital