Virginia Pro Improvements, LLC

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that the response would not resolve my complaint. Please see the attached file: M***.docx Thank you, *** ***

This client has brought her dissatisfaction with our services to our attention via Facebook prior to contacting the Revdex.com. Despite multiple attempts, the client has not responded to our requests for her to communicate with us.   The pet was presented not for a wellness visit, but with the client...

reporting that the cat had been coughing and had had a decreased appetite in the days leading up to presentation. This would not be classified as a wellness visit because the pet was reported to be ill. The owner requested and was sent via email a copy of her medical record which detailed the results of her physical exam including her body temperature, which had been taken at the beginning of the exam and discussed with the owner. Whenever an examination is performed, a veterinary technician or assistant is present and assists the veterinarian in a similar way to which a nurse or physician’s assistant would work alongside a doctor in the human medical field. The technician fee is part of the examination fee. This separate line item on the invoice brings to the client’s attention the value we place on having registered veterinary technicians available to provide the best quality medicine and personalized care for the patient. It also ensures that our technicians and assistants can receive continuing education on changes in the field of veterinary medicine and allows us to provide clients with well informed staff who are knowledgeable about current issues, research, products, and developments within the field. The client was not overcharged for the blood draw; the blood collection fee ensures just the opposite. Whenever blood is drawn, there is a blood collection fee just as there is in the human medical field. This is of benefit to the client particularly when their pet is having multiple blood tests as it gives us the ability to charge only one time for the collection regardless of the number of tests being performed. Vaccinations were discussed because the client requested vaccinations for her cat on the day of the visit. We follow the American Association of Feline Practitioners Feline Vaccine Advisory Panel Report concerning the vaccination of acutely ill pets presenting for vaccinations. Our first priority is to ensure that the pet is healthy enough to receive vaccinations since the purpose of the vaccinations is to activate an immune response. Ordinarily, we do not administer vaccinations to sick pets as there is possibility of a decreased response to the vaccination that would not result in protection against disease. The conversation between the veterinarian and the client was that we would like the cat to be completely healthy and not coughing for a period of at least 2 weeks before returning to vaccinate her. We also follow the Vaccine Advisory Panel recommendations concerning the vaccination of adult cats without documented history of an initial vaccination series. Because the cat does not have a medical history of routine veterinary care, routine vaccinations, or an initial vaccination series, it was recommended that the patient have one of the vaccinations boostered at an interval of 3-4 weeks after the first one. This would ensure that the pet has had an appropriate vaccination series that would protect her from disease in the future. If the patient had a record of having this series performed through a previous veterinarian, there would have been no boosters recommended. This is considered standard medical care and would certainly not be harmful to the pet, but rather is the only way to ensure the pet is protected against disease. An extensive conversation took place between the veterinarian and the client with regards to options for the treatment plan for the patient. During this conversation, it was recommended and the client consented to forego vaccinations at that time and to monitor her cat at home for continued symptoms of cough or illness. Diagnostics for pursuing the cough, including chest x-rays and a complete blood panel, were recommended and declined by the client.   At the time the client was discharged, the client did not mention any dissatisfaction with her exam or charges. At discharge we honored a coupon with a value of $11.25, which was deducted from the total invoice. Following the visit, a phone call was made to the client to report the results of the testing. At no point during that phone call did she mention her dissatisfaction or question the charges. We attempted to call the client a few days later to check on the health of the cat, and she chose not to speak to us. She left a review on our Facebook page indicating that she was not happy with the services she received and making false allegations against the veterinarian, but failed to contact us after we responded to that review with requests to discuss her concerns. However, it is our standard practice to provide a written estimate for services before they are performed. Since there was some question and conversation about whether we would be vaccinating the cat on this day or pursuing diagnostic tests to diagnose the reason for her cough, we had not provided an estimate before the exam. For this break in communication, we take responsibility and would be happy to refund the requested $32.    -- Franklin Falls Animal Clinic 6835 E. Southport Rd. Ste. A Indianapolis, IN 46237 Phone: (317) 859-0252 Fax: (317) 859-0255 www.franklinfallsanimalclinic.com

The following is in response to complaint ID [redacted]:     Unfortunately, it is clear that we will not be able to come to an agreement about the concerns you have raised. The offer to refund your fees is still valid. Please call us directly so that we can make arrangements to get it to you.