ComplaintsforCherrelyn Animal Hospital

• Initial Complaint

  03/20/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Jan 21, 2023 I brought my dog ***** to Cherrelyn Animal Hospital at ********************************************************. I told **************************** that my dog had allergies and he asked if I had her allergy tested, I said no as I not only read but other Vets had told me these blood allergy tests are not accurate. But he assured me the company they use is accurate and hes had excellent results with some of his patients, so against my better judgement I paid a whopping $671 for the test.2 wks later, they call me and tell me the test came back inconclusive. Im like what? They have no idea why. I say this just confirms what I had already been told bout this test and I requested a refund back. They say sorry you cant get a refund you have to bring your dog back in to be retested. So I bring her back in and do blood test again. Another 4 wks go by and I hear nothing from them so I called them and Im like what happened to the test results? Theyre like we dont know, we'll check and call you back. They call back and theyre like well the lab changed they way they do tests and apparently your dogs not suppose to have been on meds. Im like you knew my dogs was on meds!! I request a refund again. Well only *************** can give you a refund. After calling 3 times he finally gets back to me and hes like I dont know whats going on with this co Spectrum, weve always used them and had great results. I'm like apparently NOT in my case. Again I request a refund. He says I have to speak to ***** for a refund. Talk to ***** and explain my dog been tested twice and I have no results! I just want a refund. He says well thats not going to happen. Hes like we did on our end of it. Im like I didnt pay the lab, I paid you guys so youre the ones that owe me a refund. He's like again you're not getting a refund and dont call this office again. Seriously, not only am I out $671 but I have no test results either.

  Business response

  03/21/2023

  The owner came into our practice with several complaints about her dog all stemming from a likely allergy. She mentions discussing this with other veterinarians and also informed us as to her frustrations that no other doctor has been able to accurately diagnose or treat what the direct cause or source of the problem is. We have had incredible success, for over 20 years, with a very specific allergy test/company which not only has the ability to identify specific types of allergens but also recommends specific diets the animal can safely eat and further specially and specifically compounds medications formulated to the animal's weight, breed, allergen type, and condition severity. This Diagnostic Lab is extremely well known in all 50 states and throughout the world, has a phenomenal reputation, and has every proper accreditation, endorsement, and legal approval for continual operation (Veterinary Practices ********* Local and ******************************************** Standards, etc...) The name of this testing center is ********************** for your further research/verification. 

  The owner was explained as to the time these tests can take for results as well as well as the possibilities for the tests results themselves. Right off, with regard to her comment, " I not only read but other Vets had told me these blood allergy tests are not accurate..." holds not bearing as this is an extremely open ended statement with no fact, no credibility, of siting of sources, and really cannot be founded. It is impossible to suggest or know if this alleged research actually happened and to what extend, ******************** is not a licensed physician (which is a main and very powerful point in this case) and therefor cannot accurately research or interpret medical cause or findings, these alleged "vets" she spoke to left no contact information, weren't able to treat this case themselves or offer the patient any type of progress or relief but yet can tell her with resolve that diagnostic testing is not recommended (which violates several steps and approaches to virtually all medical diagnostic application) and there are literally hundreds of companies that offer dozens of tests of several various natures; this is another main fact. There are tests that focus on saliva, there are tests which take hair samples, there are tests that study ARU levels in the blood and other tests that study IGE values in the blood, there is RAST testing, and there is IDAT testing - to name a few. All are very different, take varying amounts of time, and yield different results. The client does not offer any credibility, proof, or actual/specific information as to what tests she allegedly studied, just that she claims to have known these tests are inaccurate... To make an academic point to the Veterinary field and a strong point against the client Amazon offers a test called "5Strands" with thousands of reported sales, almost **** reviews yielding in a 4.3 star customer satisfaction rating, and is vastly considered of the lowest quality and highest room for error in allergy testing for dogs by veterinarians; and this is an Amazon product. We use Spectrum/******** which is not only conducting testing in all 50 states, but in 70 different countries, offers region specific testing, custom tailored treatments (medication and injections), a brand specific diet compatible with their results (Hills, Royal Canin, etc...), and a extensive screening panel for one of the most comprehensive and vast lists of allergen types. 

  We followed the testing protocols with exactness and once the results came back we informed the client and she was very upset as the results were of low value and/or determined inconclusive. She became very irate and demanded a refund. As the most pronounced point of all medicine, and a very slippery slope for any medical practice: We cannot issue a refund because a client is not happy with the results of a test. In general with all tests, animals and humans alike, tests come back positive for problems and there is anger or sadness or depression etc... Some tests come back negative and there is relief or happiness and yes, with negative test results some people are very upset because they feel like since there isn't a problem then they didn't need to do a test so we should issue them a refund... And on occasion there are tests that are inconclusive. Pay close attention to her review and our next comment: there was no error in the test and the test did not come back reading an error (and Spectrum will in fact let us know if there was a problem with the sample or we need to retest due to an error, they and we are extremely transparent about this). The test was, in fact, ran successfully and the results were inconclusive. A retest was offered by the generosity of Spectrum as they are very proactive with customer service, we also offered to submit this free retest at no additional cost on our end as well (as though the test from spectrum is free, our time, the doctors time, the supplies to obtain the sample, the cost to properly/legally dispose of these supplies, etc... all cost significant amounts of money). The client initially declined this and stated she did not want to use our practice anymore. She then came to her original appointment time (without warning) and demanded the test be redone. We obliged and sent in the second sample at no cost (a $671 savings...). Again, the results came back inconclusive and we spent significant time on the phone with veterinary staff at Spectrum discussing a future testing protocol and how to go about these results (as, again, the test was successfully ran and results did come back and were analyzed by Spectrum as inconclusive/low parameter levels). at no point was there any information received by or discussed with Spectrum that we altered the test, did not follow guidelines, altered test results with the use of medication, or any other infraction on our or their part. Spectrum AGAIN offered at least one more free test, which we honored and backed with no additional charges on our end, to test at a later date during allergy season or a different time of the year to try and catch certain markers at various seasons etc... The owner was not satisfied, began yelling at, belittling, swearing at, and generally degrading our staff. We asked her not to contact us further as we had done nothing wrong to her ad we cannot offer refunds for successful testing measures to which the customer is not satisfied with the results; especially when the results are completely out of our hands. Several free retests were offered to make right a situation that was not made wrong, and general medical practice demands that we approach all angles, available technology, and testing/diagnostics to properly explore all alternatives and possibilities for a diagnosis and treatment plan; this is exactly what we did and as we all know there are 4 results to all testing: positive, negative, inconclusive, and error. We did not commit an error and neither did the testing lab and as such we are not responsible for any result thereafter. 

  6 in 10 Veterinarians seek professional guidance for depression and suicidal thoughts, over 70% of Veterinarians personally know a collogue in our field who has committed suicide due to the stress and pressure of their career, and currently veterinarians are in the #4 position of highest suicide rate by profession. This is due to personal financial constraints (it costs a fortune to become a veterinarian and yet the pay equivalence to education cost to personal pay is extremely low in the medical industry), having to constantly face the depressing demands of euthanasia and generally losing patients, being able to save animals but not actually being able to save them due to cost or financial constraint by clients or shelter budgets, and among the largest of contributors is clients exactly like this. Clients who yell, and scream, and swear at Veterinarians for doing their job, offering the best products possible with recommendations founded on decades or research/trial and error, colleague endorsement/recommendations; and clients not getting exactly their way or wanting their money back because they aren't happy with the results of a test. So that is why the decision was made to cease all contact with this client as she is angry, violent, and highly toxic to our staff and we don't need anymore reason to feel pressured about or sacred medical role than we are already up against. We have gone above and beyond for this client, as has Spectrum, and we will not give money away for running a successful test and her not liking the results. We already gave away an additional free test and offered at least one additional beyond that. This is our position and we are fully backed for all Veterinary Law and Practice Procedure/Policy and Standards. 

  Customer response

  03/27/2023

   
  Complaint: 19627236
  
  I am rejecting this response because at no point did *************** mention the test may be inconclusive or come back with no results. Also I never received any statement via email or hard copy of the test results. I can only go by their own words. I NEVER wouldve spent $671 if they informed me the test could come back inconclusive. Also they said the reason it may have come back no results twice was because my dog was on meds which they very well knew she was on as I informed them and the Dr also prescribed her meds. They are not taking any accountability because theyre saying they did their part however, I did not pay Spectrum directly. I paid Cherrelyn Animal Hospital therefore they are responsible for my refund. They endorsed this company and went on and on about how accurate the test results were. I am not only out $671 but I have no test results as well.

  Cherrely Animal Hospital owes me an apology and $671.22!!

  
  Sincerely,
  
  *******************************

  Business response

  03/28/2023

  Cherrelyn Animal Hosptial has confirmed with Spectrum with the Reference Veterinary Staff and the Director of Sales that in no way, no research, no warning/training/advisement does administering a medication that we could have given, of any kind to this patient, alter or affect the test; this is on their website, this is readily disclosed by contacting their Veterinary Support Staff and this was confirmed again today by some of the top representatives at Spectrum: this test was run/performed perfectly on our account/part. Her results were inconclusive which is to say negative or those markers that we were studying were not high levels, but they were present (just very low amounts). EVERY TEST in the world has this possibility and she was made aware time and time again that we will wait for the results from the testing center and plan/approach this case accordingly. We offered a resolution and she initially didn't want it (to retest at no charge on all fronts), then she did take it. Again, the results were the same, and she was unhappy and wanted a full refund. We again offered her a resolution to retest at a later date during higher/peak allergy season(s) and she did not want this resolution. Cherrelyn Animal Hospital will not be refunding her money as we provided a service twice, offered it three times, and only charged for it once. A refund on medical testing, staff time, hospital supplies, and doctor **** is not appropriate/possible when we thoroughly provided a service and that should have been the end; but we further extended our customer additional service(s) and this then became only about money and significantly less about patient care. The test was good both times, the customer was offered additional test(s), she wants a refund and we are not going to do that. 
  
  
  Sincerely,
  
  ********************;
   

  Customer response

  03/28/2023

   
  Complaint: 19627236
  
  I am rejecting this response because:

   

  ******************* is lying about them ever informing me that there was any possibility of test coming back with no results or in-conclusive.  Quite the opposite, *************** went on and on about how accurate record they had and what great results they had and how they tested for like 30 different things (food & environmental) and that it was my obligation to have the test done as a pet parent. Its one thing to pay $671.22 for an allergy test but imagine spending that much money and not getting ANY results back??  I have already had my dog tested TWICE and TWICE I have no results back so why would i do it a third time with them? They are not taking any accountability because they're saying they fulfilled their end of the deal and that hey took my dog's blood sample and sent if off the the lab (Spectrum) however I did NOT pay Spectrum directly, I paid Cherrelyn Animal Hospital and since they heavily endorsed and pushed this company they are the ones that owe me a refund.  I have NEVER gotten back any test results from them. They need to do the right thing here and refund me.

  
  Sincerely,
  
  *******************************

  Business response

  04/05/2023

  I have enclosed 2x reports, 10 pages each, of a 19 page lab report (each report is 19 pages long) proving that these tests were completed, results were confirmed, and our services were fulfilled. No implied results of the test were given except our endorsement that she would get results from Spectrum and that we have a lot of experience with this company. We can't predict test results and we have never told any client at any time how results of a test would turn out: that is why we test for things because we do not know what the values are in the blood. These reports empirically prove that we ran these tests (she only paid for 1, we attempted to resolve the matter and retest to put her mind at ease, we even offered an additional test at a different time of the year to go above and beyond in customer satisfaction and resolution and she declined). Her remarks that she wasn't told these tests could come back negative is completely heinous as every test can come back positive or negative or error. These test results came back to us and were explained to her and we confirmed several times that the tests, in ALL ASPECTS,were sampled and performed correctly. These reports prove that the allergy company tested for significantly more than her stated 30 allergies...Proving time and time again the details of her story are changing from one account/response/review to the next. We also attached a Chargeback report from her credit card company with a completely different amount and story stating that she never received any goods or services ("Mdse/services not received"), again demonstrating that she is changing her amount, her story, and has no finite consistency with any of her complaints or reviews. She comes up with new stories to explain she she said different things to different people, excuses why she says one amount to one company and another amount to another company, and never does she stick to the same story and nothing she says is held evident in any fashion. We has no supporting documents, no recordings, no witnesses, no proof of any kind. We have furnished continuity in our involvement, has ample proof, and to circle back and keep this extremely basic: we was offered a test, she approved the test, we sampled the patient,the test was completed, she was offered additional tests out of nothing more than customer service and she accepted one but denied another. Our contract for our services rendered is more than complete. No lies are being told on our end,no stories or dates or amounts or charges or any details are being altered by our staff, and no promises were ever made to her about any predictions of what her test results would be. These tests are very specific, they are controlled and approved to be accurate to the standards and guidelines of their medical protocol, and we have proved with these documents results did come back, both times, and significantly more than 30 allergens were tested for with specific values/results for each one. This case is extremely simple and direct. 

  Customer response

  04/06/2023

  I have enclosed 2x reports, 10 pages each, of a 19-page lab report (each report is 19 pages long) proving that these tests were completed, results were confirmed, and our services were fulfilled. No implied results of the test were given except our endorsement that she would get results from Spectrum and that we have a lot of experience with this company. We can't predict test results and we have never told any client at any time how the results of a test would turn out: that is why we test for things because we do not know what the values are in the blood. These reports empirically prove that we ran these tests (she only paid for 1, we attempted to resolve the matter and retest to put her mind at ease, we even offered an additional test at a different time of the year to go above and beyond in customer satisfaction and resolution and she declined). Her remarks that she wasn't told these tests could come back negative is completely heinous as every test can come back positive or negative or error. These test results came back to us and were explained to her and we confirmed several times that the tests, in ALL ASPECTS, were sampled and performed correctly. These reports prove that the allergy company tested for significantly more than her stated 30 allergies...Proving time and time again the details of her story are changing from one account/response/review to the next. We also attached a Chargeback report from her credit card company with a completely different amount and story stating that she never received any goods or services ("Mdse/services not received"), again demonstrating that she is changing her amount, her story, and has no finite consistency with any of her complaints or reviews. She comes up with new stories to explain she has said different things to different people, excuses why she says one amount to one company and another amount to another company, and never does she stick to the same story, and nothing she says is held evident in any fashion. She has no supporting documents, no recordings, no witnesses, no proof of any kind. We have furnished continuity in our involvement, have ample proof, and to circle back and keep this extremely basic: she was offered a test, she approved the test, we sampled the patient, the test was completed, she was offered additional tests out of nothing more than customer service and she accepted one but denied another. Our contract for our services rendered is more than complete. No lies are being told on our end, no stories or dates or amounts or charges or any details are being altered by our staff, and no promises were ever made to her about any predictions of what her test results would be. These tests are very specific, they are controlled and approved to be accurate to the standards and guidelines of their medical protocol, and we have proved with these documents results did come back, both times and significantly more than 30 allergens were tested for with specific values/results for each one. This case is extremely simple and direct.  

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