Waynedale Animal Clinic, PC

Initial Business Response /* (1000, 5, 2016/08/31) */
On 8/9/16 I examined [redacted], with a recent history of hematuria. The Vances had noticed blood in the urine on Saturday prior and called on Monday to get their dog examined. Our schedule was full on Tuesday so they were offered an...

appointment on Thursday. They demanded that the dog should be seen on Tuesday because of the hematuria, so the receptionist made them an appointment on Tuesday. Tuesdays are a surgery day at the clinic and all of the patients are admitted between eight and nine o'clock. That day we had nine surgeries scheduled before [redacted] could be examined. Depending on what is being done the admission can be five to fifteen minutes. You do the math and you can see how we could have a delay on examining a new patient. Once we had [redacted] on the exam table and found out the complaint we started asking history questions, since we had seen him last for a weight check in October of 2014. [redacted] was not current on any of the required vaccination, heartworm prevention or exam, ** had severe periodontal disease and was urinating bloody urine. At the time of his appointment they were told that the average cost of a bladder workup was [redacted] (ultrasound with cystocentesis, urinalysis with microscope exam and specific gravity). If bacteria are suspected a culture and sensitivity test can be done [redacted] and it takes up to a week to get results back. The other less costly option is to run a Rapid Bac Vet urine test that is just as accurate and gives us an answer in 20 minutes. We have to do step one, before step two. Because of his age (13yrs) and a lack of prior history I suggested we run a general profile to see if there were any other problem that we were not aware of. We told Mrs. [redacted] that the test would cost [redacted] and would be over and above the cost for the bladder workup and she agreed for us to run that test as well as a heartworm check since [redacted] had not been on prevention for over 2 years. We told Mrs. [redacted] to call at 4:30 to check on our progress and she left. [redacted] had so much urgency that we cold not collect a urine sample until after 4:30 PM. His profile showed that he had bleeding going on somewhere in his alimentary tract, most likely from around his diseased teeth and elevated liver enzymes. After several attempts we were able to successfully get some urine by cyctocentesis and run those tests. The Rapid Bac test showed that he had both gram + and gram - bacteria present in his urine so he was prescribed enrofloxicin antibiotic that is excreted in the urine and gets both gram + and gram - bacteria for 22 days. The antibiotic will also help control the periodontal disease until a dental cleaning can be done. Due to his infection we elected to wait on his vaccinations until that problem was solved. Mr. [redacted] called and the receptionist told him to come at 5:30 to pick [redacted] up and we would talk to him then and the bill would be [redacted] Mr. [redacted] arrived at 5:30 to pick up [redacted] and ran into an office full of appointments and also those 9 surgical patients being discharged. We got to his case at 6:10 pm and went over the lab work and treatment in an exam room and I sent him to the front desk to pay his charges while I did other work. I was called back up to the reception area where he was complaining about his bill. Several of the technicians were also there wondering what all the commotion was about and the two receptionists, I tried to explain again what the charges were for but he just said that I guess I have to pay the bill to get my dog back, gave the receptionist his credit card, his dog was given to him and ** left in a huff. Mr. [redacted]'s claim that we ran tests that were not approved is not true. We had approval to run the profile and heatrworm tests and do a urinalysis which is exactly what we did and nothing more. Mr. Vances claim of being bullied is laughable - if 3 small 20 year old girls scare you that much you need help that I am not qualified to give. There is no conspiracy to overcharge anyone at this facility and there never will be. We do have clients on occassion that feel that they are victims when in fact their pets are the victims of supervised neglect. We feel sorry for these animals and try to help them as much as we can within our boundries.
Initial Consumer Rebuttal /* (3000, 7, 2016/09/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
[redacted] is a 14 year old dog that has never had any major health issues, he is not a neglected pet. We didn't know what was wrong with [redacted] until our visit. I told the office I thought it was a bladder infection on my initial call because [redacted] needed to express every 5-10 minutes. The office offered Thursday. At no point did I demand anything but I did have concern over the blood and asked if they thought he would be ok until Thursday. That was when I was told Tuesday would be fine. I was never told it was surgery day.
When my wife arrived to drop of [redacted] at the appointed time, other animals that arrived after [redacted], were taken back first. When she was finally called to take [redacted] back and despite what Dr. [redacted] claims, the only price my wife was given was [redacted] plus whatever shots cost (that price was not given). She was in the room with the Dr. for only few minutes and the doctor seemed rushed and disinterested in what she was trying to tell him. Now knowing it was surgery day, maybe that is the reason why he's unable to remember that he only told her [redacted] Also, [redacted] does have heartworm medicine; my wife just wasn't sure at the time. I doubt Dr. [redacted] is aware of every bit of information about what each person in his home does. Most people do certain tasks and don't feel the need to mention every one of them to their spouse.
Our pet was urinating every few minutes; I find it hard to believe they were unable to get urine from a dog going every 5-10 minutes. Either they were too busy (maybe with surgeries) to spare a few minutes with [redacted] in order collect the sample or maybe they waited as late as possible to even try.
Oral surgery for our pet is not an option. [redacted] is 14 years old not 13 (**'s a year younger than my son). When I was a teen we had a dog of the same bred that died under sedation from a vet and she was only 7 years old. We are not going to put a 14 year old dog through the pain of surgery and the possibility of not waking up. He is already 2 years older than his life expectancy so we must be doing something right.
Dr. [redacted] has also glossed over the fact that when I called to ask about [redacted] and the bill that I was on hold for nearly a 1/2 hour, a call that should have taken a couple minutes. Perhaps they're not use to using the phone seeing that they also couldn't call to have additional tests approved.
When I got there one person was checking out. While I sat for 45 minutes only one other person picked up a pet. Everyone else there was in the waiting area and were taken back for pet exams. I was kept waiting because they knew there would be an issue when I saw what they were pulling with the bill.
I did question the bill, as anyone being overcharged $250 would. I was not loud, I was the only customer there and I had a legitimate concern. There was no commotion unless the Dr. sees commotion as someone questioning unapproved services.
The lab techs did not come out until the Dr. was called back out. He did explain the charges but was unable to explain WHY tests were run without our consent,for him to claim otherwise is a lie and he knows it.
I was not "scared" of the staff surrounding me. I think this is a bully tactic that the office uses to make people feel uncomfortable when they are trying to express their concerns, and as an attempt shield the doctor from confrontations. They were there for him as a show of force. When we found out that this was also done to another former customer, it's clear to see it was a planned action.
I really didn't think that the doctor would admit any wrong doing or offer a partial refund, as this seems to be a pattern with the office. I would like to think that the pet and honesty would come before profit but I must be naïve. Exaggerating concern for a pet in order to justify unapproved services is just an attempt to cover-up wrongful actions. That said, my main goal is to give any potential customers the warning that we were never given. I'm out [redacted] but if this whole process can save one person from going through the same thing, I'll accept that.
Final Consumer Response /* (4200, 11, 2016/09/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Wow. It's no surprise to me that the 2nd response is what it is. It's hard for them to argue against the truth.
Waiting for my dog was not the main issue it was being overcharged for services that weren't approved. Odds are had we been told we would have approved the tests anyway the point is we were never told or asked anything.
The businesses explanations are filled with lies and the doctor knows it. I've been 100% honest and if the doctor is comfortable taking a stance based on falsehoods then I hope one day his conscience catches up to his financial ambitions and he sees the error of his ways.
Final Business Response /* (4000, 9, 2016/09/16) */
Mr. [redacted] seems to be confused by the facts and the explanation of what happened at our hospital. A second letter will also likely be rejected. Notice that there was no mention as to whether his dog got better on the prescribed medication, only his indignation on having to wait like everyone else and having to pay for everything that was necessary to make the diagnosis. Mr. [redacted] will never be satisfied with any explanation, so I am not going to waste my time saying to explain further.