ComplaintsforMedVet Columbus

• Initial Complaint

  09/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19th I took my dog ***** into MedVet because she suddenly couldn't balance and had trouble walking. I was referred to neurology and proceeded to have testing done. They charged $6700 initially and another $259.25 the next day. Each time the vet came into the room, he presented the tests he needed to do as if they were needed to decide how to treat. He gave stats like 66% recover but another 33% stay on medication for life...depends on what we find. I authorized the tests, allowed them to monitor her and picked her up the next day with medications to go home. He proceeded to tell me that all of her tests showed nothing and it was idiopathic. I would have left it at that but I have several vets as clients and asked what they would do if a dog were presented to them this way. This past week, I spoke with 2 more vets, one from another emergency vet hospital and asked the same question. Each of them, independently, all said the same thing. They would provide the same medications but would wait to see if ***** showed signs of improvement. Each of them were shocked by the tests that were completed and said that I was taken advantage of during a time of stress. They stated that there is often no known cause for a vestibular event and running those high costs test without first trying the medication was reckless and unnecessary. I did not know anything about vestibular episodes and trusted MedVet. I called customer experience and was told "this is a great learning opportunity for that dept" and that the head of neurology would call back. I never received a call and my $7,000 shouldn't be a learning opportunity for a dept I trusted with the care of my dog. I did receive a survey by email, completed it and requested a call back to discuss this. I still didn't receive a callback. Had they disclosed the treatment would be the same with or without the tests and that we often do not know the reason, I would have just monitored as all the other vets suggested.

  Business response

  09/30/2024

  At MedVet, we do our very best to deliver expert, compassionate care to every patient. We aim to communicate clearly and educate our clients on disease processes, as well as the medical recommendations and treatment options that are best suited for their pet and their circumstances. Our team has been in regular contact with Ms. ****** about ***** and her experience. Regrettably, these follow up conversations have left lingering concerns and ******* recovery is ongoing. In further attempt to bring closure, our Medical Director is reaching out directly. 

  Customer response

  10/03/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 
  We have not had any conversations from the neurology team. I expressed my concerns to a customer service person that told me that this is a learning experience and that the head of neuro would contact me and they never did. I have been in contact with the surgical team who did a tplo surgery on her over a month later and they have followed up with her ongoing surgical recovery. I have never spoke with any in neurology since the day we paid the bill and left. 
  Regards,
  
  **** ******

  Business response

  10/08/2024

  Our Medical Director has spoken with Ms. ****** directly regarding her concerns in the communication and care provided to ***** by our Neurology & Surgery Services. We appreciate the opportunity to directly resolve this with her as the experience we provide our clients and patients is of utmost importance to us, and we value her time and the feedback provided. 

  Customer response

  10/10/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  The issue is not resolved but I believe this is an agree to disagree. She explained that the tests were ran to rule things out which I get but it doesn’t change that I still feel taken advantage of at a vulnerable time based on several other vets saying the tests were unnecessary at that stage and the original treatment would have likely not changed.  Based on those conversations I feel the neuro visit did not lay out their experience with this condition so a proper decision could be made. I felt as though they had to run the tests to treat and was given percentages of the likelihood she would be on medication for life if we didn’t get to the root cause. If he had stated his experience with these kinds of cases  (like the other vets I spoke with), I would not have opted for any of those tests without monitoring her over a few days. I still feel that he ran up a bill of several thousand dollars and put ***** at unnecessary risk when medication and monitoring would have been the best first step according to every other professional I have spoken with - now including another emergency service provider.  
  The case can be closed but it is still unresolved. 

  Regards,
  
  **** ******

• Initial Complaint

  08/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern, My dog (****) was recently diagnosed with pelvic bone cancer through X-ray at my local vet. My vet told me that she did not think there would be anything there could be done due to being on the pelvic bone and close to the rectum. She said she would put in a referral to your *********** office just in case. I spoke with a receptionist and relayed my concern that I did not want a wasted trip and pay for a consultation if what was sai/known is true, but of course I was given the answer that I’d need to schedule one anyway too see the options. During the consultation I was told the exact same thing. This was a total money grab. I don’t know how your vet couldn’t have just called and said what she said over the phone to save us the trip, time and money. This visit should not have even happened nor should I be charged. I am requesting a refund and you should really check how to handle this in the future. Your company should be ashamed. Other phone number related to this visit is ###-###-####

  Business response

  08/12/2024

  At MedVet, we aim to educate our clients on disease processes and provide our best medical recommendations in the interest of our patients. To achieve this, we have a legal obligation to establish a veterinary-client-patient relationship to provide a medical assessment. This includes a physical examination of the patient by the doctor providing recommendations, which is achieved through a consultation at the hospital. Our receptionists understand this requirement, and therefore, provided the recommendation to schedule the appointment for **** per his veterinarian’s request for a second opinion. This said, in reviewing the details of this situation further, there was an opportunity to seek understanding and listen more closely to better guide the client on their options. We have reached out to the client directly to resolve their concerns. 

  Customer response

  08/14/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint. They were very professional and there open to hearing and remedied my complaint 

  
  Regards,
  
  ***** ********

• Initial Complaint

  07/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On 7/24/24…. While I was out of the house. 2 of my dogs got into a fight. My walker coonhound sustained a neck wound that was dripping blood and a tear to the ear. I took him to the nearest 24/7 veterinary facility (Med vet *********. Upon arrival, they took my dog and informed me that it would be at least 2 hours. His bleeding was enough they had to clean the entire waiting area as he shook blood everywhere. After 5 hours of waiting… with no update, I had to find someone to provide an update. They informed me that no vet was on site and he wouldn’t see one until morning. I requested my dog and told them I was leaving since they had failed to do anything. He was never examined, they didn’t clean the wounds. The only thing they did was give him pain meds. His wounds had dried up and he dried blood all over him. First a 24/7 emergency vet, by far the worst service and should not advertise as a 24/7 vet facility if they are not able to provide any service to an animal in distress. His wounds most likely will not be able to be sutured since they lacked any type of expedited care.

  Business response

  07/26/2024

  We are sorry to learn your experience at MedVet ******** did not meet your expectations and that we were unable to completely resolve ******* care needs. We thank you for your feedback about the ways we can enhance our service delivery as it helps us continuously improve. It is never our intent for an extended wait to occur and our entire team works hard for every patient to be seen by our doctor-led team. There is always at least one veterinarian on staff at our hospital and we are sorry to hear our communications created doubt in this. We are reaching out to the client to discuss their experience further.

  Customer response

  07/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: The fact that they state that a veterinarian is on site at all times...i find hard to believe, since i sat from 10:00pm - 3:15am and the staff stated that they were waiting for one to respond.  At 3:15am, when i got tired of the lack of information, they stated that know Dr. wouldn't be available for a 2-4 more hours.  I was the only patron in the building and quite disgusted by the service (or lack there of).  I requested that they return my animal (to me) and i was leaving.  They had not treated my animal.  He had dried blood all over him and it appeared that they had done nothing during the 5 hours he was in their care.  The only stated treatment was providing pain medication.  I was billed a little over $90 for basically no service that i could see that was provided.  It would be nice to know that an emergency vet actually provided service for when emergencies happen to dogs....heaven forbid my animal (or any animal) had a serious medical issue which would have resulted in death
  
  Regards,
  
  **** *******

  Business response

  07/29/2024

  We appreciate the time *** ******* spent speaking with us earlier today (Monday, July 29) about his experience and will use his feedback to continuously improve our service delivery. We continue to wish ***** the best in his recovery.

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I accept the business's response to resolve this complaint.
  
  Regards,
  
  **** *******

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went into MedVet yesterday since my cat broke his leg tragically. They were the only place that take walk ins same day. I am not happy that I walked in there and walked out of there yet these scammers put a $700 hold on my account just for pain meds and x-rays! They didn't do anything for my cat at all to ease his pain! The only thing they wanted from me was over $7000 for surgery!!!!!! ***** no! These people are rip off scammers! I am a low income person and to walk in a business that is suppose to help heal your pet, and these people did nothing! They did not address any of my concerns, treated this as an emergency and didn't even give me receipt! Luckily, I paid via debt card so it will be on my bank statement. I don't understand how they are getting away with this! This is criminal to scam people who actually care and love their pets, let alone low income people like this!? I was in there at 8:45 am - 1:15 pm. For no reason! I walked in there with a cat with a broken leg and in pain and walked out with a broken leg cat and the $700 didn't do anything! I ended up have to go to another vet to euthensize him because they didn't even offer that to me nor amputation! Then again, they would of stole another $700+ if they would of! I also don't like how the doctor doesn't go over anything with you, other than to say the leg was broken and her care team will go over everything! I do not appreciate how I was treated and scammed yesterday! I WANT MY MONEY BACK BECAUSE I WENT TO YOU GUYS TO FIX A LIFE OR DEATH SITUATION AND NOT TO BE SCAMMED TO COME OUT OF THERE MANY HOURS LATER WITHOUT ANY RESOLUTION! 07/23/2024 MEDVET ASSOCIATES LLC XXXXXXXXXXXXXXX Debit Card -$700.00 pending

  Business response

  07/25/2024

  We offer our condolences for the loss of ****. We understand that veterinary emergencies are stressful and want to ensure that you understand our priority is to provide emergency care for your pet and offer options that are in your and your pet's best interest. Our team obtained consent for examination, radiographs, and pain medication, which were performed and administered. Surgical repair of the fracture was recommended but declined, as was splinting. The option to amputate the limb was also discussed as an alternative. You elected to take **** home with cage rest and pain medications and consider treatment at other clinics. The cost of the care and treatment provided was within the estimated range that we had agreed upon. Again, we understand these are difficult situations and offer our sincere condolences.

  Customer response

  07/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: ********
  
  I am rejecting this response because: 

  You completely took advantage of me, knowing that I am a low-income emergency client that just wanted a simple exam so you can just look at his leg without getting x-rays to see that his leg was broken. You jurked my arm to get x-rays and meds that I didn't even use! I walked out with a cat that had a broken leg and you did nothing for him! Compassion my ass! You guys are scam artists! 

  
  Regards,
  
  ***** **********

  Customer response

  07/30/2024

  These people are snowball scam artists taking advantage of low income people and twists your arm and leg into signing forms without a true doctors exam other than having the doctor in the room without your pet present. I don't even think they had gave **** any pain meds nor took his X-ray since they had not shown me any for proof! They also never gave me a receipt same day! I went in for the doctor to tell me that his leg was broken by looking at it and then to give me options what to do but instead they tried to get me to pay for a $7000+ surgery for him along with another fee of $1500 for keeping him over night since their surgeries were all booked up. The doctor did absolutely zero to offer anything more than a $7000 surgery because they scam hard working people like me saying that is the only option for healing him! I walked into the place with a cat with a broken leg without any proof or any solution, spent $700 for what? ***** any idiot can figure out his leg was broken by just looking at it! Give us pet owners options for a speedy resolution like amputation or euthanasia to put him out of his pain! Not to try to steal my hard ass working money and to ignore me for over an hour and a half in the exam room without showing me the ******* x-rays!

  Customer response

  07/31/2024

  They are scam artists who gouge vulnerable people in a time of need! You didn't do anything for ****! 

• Initial Complaint

  05/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nightmare Euthanasia! Sunday night, May 5th, around 8pm my elderly dog suffered a major seizure and we thought it would be best to put her down. With our options limited, we were forced to use MetVet's "services" Upon arriving, they had a metal table waiting for my beloved dog and the receptionist eagerly wanting to take my credit card. They wheeled away my dog and put us in a private room down the hall, after they made sure I paid first. We were in this room patiently waiting for probably 10-15 minutes before they brought in my dog. I can remember hearing her screaming in terror and anguish as they brought her in...still strapped to the same metal table. These MONSTERS took my dog, strapped her to a table, and let her fucking sit there, kicking and screaming, the entire time without any kind of sedative. The incompetent nurses proceeded to bring her into the room STILL WITHOUT ANY SEDATIVE, her barks were hoarse from crying out for help. Seeing her that way just made me want to get it over with and put her out of her misery. So the doctor, myself, and a friend tired to hold down my dog so the doctor could administer the euthanasia shot. Come to find out that the tube they attached to my dogs leg was kicked out due to her flailing while STRAPPED DOWN TO A METAL TABLE. I'm a wreck at this point and they wheel her out to finnaly administer some sedatives. Some nurse, trying to cover their fuck up, had the audacity to tell me that that they don't administer sedatives without the owners concent...They never asked me and I was there to euthanize my dog, pretty sure that's a good indication that I would be alright with sedating my dog. These people robbed me of any kind of final peace or chance to say goodbye to my best friend and made me pay for it.

  Business response

  05/16/2024

  Saying goodbye to a beloved pet is often difficult and we are honored to be a trusted and caring partner in these times. We have spoken with our client about their experience and through these conversations, resolved their concerns.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello. I took my cat to MedVet and now he’s dying. He was not this bad when he arrived. Now he’s on deaths door. The facility was horrendous. The people were disgusting. One tech was screaming at an Uber driver in front of about 7 customers with sick animals. I want my charges returned to me because what they did to my cat is horrid and did not help him. I have a lawyer if needed to go further. Check out the reviews for MedVet in Mcmurray PA and you will see how many dying animals this place has caused.

  Business response

  02/02/2024

  We appreciate the feedback about the service and care we provided. We received an update on January 21st about the patient in which the owner expressed no concerns with care. After voicing concerns on January 24th, we extended another offer to speak about the experience on January 25. In reviewing the patient’s medical records, the charges are appropriate for the care we were authorized to provide. We remain open to speaking about the matter further and have shared feedback with our team in working to continuously improve our client experience.

  Customer response

  02/12/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21195524
  
  I am rejecting this response because: 
  
  Regards,
  
  **** ******

• Initial Complaint

  09/11/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I brought my pet into this animal clinic because she had vaccines done by another vet earlier that day her face had swelling so we were referred to Med Vet, when I called them over the phone to get information about them because I had never been there before they told me to bring her in and have her vitals checked, and if her vitals were fine, then she was OK. I asked them what was the charge for this? They told me it was free for a vital check. I had already spent $115 at the vet that morning getting her vaccines and her nails trimmed and an exam. When I get to Med Vet with my pet we got registered and told him what we were there for he said the same thing a vital check a nurse will be right out to help you. We sit there and wait the nurse comes out checks. Her vitals says she’s fine, but she wants to take the dog back in the back so the doctor can verify her vitals. Nothing was ever discussed about an exam fee or anything. The nurse did asked me if they needed to give her a Benadryl shot if the vet thought it was necessary. Could they do so we said yes, understanding that we would have to pay for a Benadryl shot that was fine but when you walk out paying over $200 for just a vital check that is ridiculous. It was never discussed to us about a fee. They kept my dog back there for over two hours.

  Business response

  09/19/2023

  My understanding is that the hospital has been in touch with the complainant and it has been resolved.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I brought my beloved pet to medvet dayton on Saturday May 20th for cremation. The terms were $350 for cremation and his remains delivered to my door. I was told he was being cremated Sunday and delivered Monday. I called and was told I was outside their delivery area. I paid for delivery included so after several calls between medvet dayton manager and faithful companions on my time for days !!! Theit solution was to mail the remains. That is absurd to suggest mailing my baby in the mail like he is just a package!!!!! After days of back and forth they finally delivered him on Wed the 24th days after. And was supposed to schedule a convenient time with me and didnt! Luckily someone was home otherwwise would they have just left him outside ! Meanwhile my daughter who has had him for the past 18 years is devastated because of all the commotion and just wanted her baby home. This was the worst experience of my life!!

  Business response

  06/02/2023

  Thank you for sharing your concern regarding your experience.  We never want to make an already difficult time more stressful.  We apologize for this experience.  The cremation service we work with has already reached out to talk with you.  Due to your poor experience they have credited you back in full for their service.  They too feel bad that this added extra stress during this difficult time.  We have also educated our hospital team on the proper information to share with clients regarding the delivery serve that vendor provides so we never create this same feeling to others.  We can’t apologize enough.  We know what pets mean to us and try hard to create a caring and compassionate experience.  

  Customer response

  06/22/2023

  Medvet has resolved my complaint 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our dog went in this facility dec 8th with a broken leg. After X-rays and consulting Dr Sarah Bisgard she talked us into a $6,000 surgery. We under went this surgery and followed her aftercare protocols to the T. Went back for his 2 week post op apt and everything checked out and the doctor was pleased and advised us to now start 5-10 min leashed walked to build muscle mass back up. 4 days later on New Year’s Eve our dog was outside leashed up and fell forward in screaming pain. I rushed him back to medvet they admitted their device failed and they would redo the surgery or amputate his entire leg. After countless back and forth conversations I was left with 3 options, pay them another $6,000 and allow her to redo the surgery so now totaling $12,000, fully amputate a perfectly healthy dogs leg due to their malfunctioning device, or continue leaving him in their care and they will classify him as abandoned and they will proceed with necessary procedures for that. I then pick up my dog, rushed him over to OSU veterinary hospital, they did an exam and x rays and confirmed in writing that their device indeed did fail. So now I’m paying them ANOTHER $4,500 to fix their mistakes!

  Business response

  01/18/2023

  Thank you for raising your concerns regarding your visit at MedVet Hilliard.  As we take patient care complaints seriously, we have alerted the Hospital Director and Medical Director and kindly request additional time to allow them to review your complaint. 

  Customer response

  01/18/2023

  I accept the business's response to resolve this complaint.
  

• Initial Complaint

  01/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had spent 4:15pm - 6:15pm on 12/20/22 at The Pet Wellness Clinic at 5640 E 71st Indianapolis, IN where the vet confirmed, after a lengthy assessment, there was nothing they could do for my cat and he was likely going to decline. When I got home, within 1 hour he started to decline and that is when we called to take him to Med Vet so he wouldn't suffer. I arrived at MedVet around 9pm EST on 12/20/2022. When I arrived I said it was time for my cat to go and I didn't want him to suffer. The vet tech (a short African American woman) asked if I wanted to "approve treatment up to $750" I said "NO" it is time for him to go, and he has been assessed today already. The tech said they had to insert a catheter for the euthanasia, I said ok but hurry as I did not want him to die out of my arms. The vet then came out to the lobby and wanted to talk about options, I said no options he is ready to go. When I walked back to the room to do the euthanasia the vet tech said it was $70. Once in the room, the vet became pushy and confusing, telling me there was a 10% chance to save him if they did treatment. I asked if they were able to check his blood sugar before we did euthanasia, she left the room, came back and said they already checked it. I did NOT approve this. I did not approve them to assess or treat my cat or take his blood. I did not feel comfortable doing the euthanasia at that point, the vet techs were doing tests on my cat I did not approve, and the vet was not being honest. I said I needed to leave ASAP to take him somewhere else as MedVet was making me uncomfortable with how they were treating me and my cat. I waited 5 mins for a vet tech to come remove the catheter, after 5 mins I left to take him to another vet as I didn't want to waste time, my pet was dying. 3 hours later I got an invoice for $153 for a vet visit, then today 1/2/2023 I got a reworded invoice, now calling it an emergency "consult" so they changed the invoice. Again, I did not approve this.

  Business response

  01/19/2023

  Thank you for forwarding the concerns regarding the care of a 15-year-old pet, during a visit to our Emergency Department at MedVet Indianapolis. I understand the client’s concerns are regarding being charged for a veterinarian’s exam when the client felt that she expressed a primary desire for humane euthanasia services. I also understand the client expressed concern regarding the timing and consent to collecting a blood sugar test for their pet. Finally, I understand that the client felt that her communications with our doctor were ‘confusing and pushy’. According to our medical records, upon the client's arrival, MedVet’s staff asked if the client was presenting her pet for euthanasia and she said, ‘I don’t know’. Our records indicate that the client did not approve a standard $750 triage charge (which includes doctor assessment and emergency diagnostics) and the client was never charged this fee. However, when a client is not certain about a euthanasia decision then an emergency doctor assesses the patient and speaks with the client about the pet’s prognosis. A doctor’s exam is the $153 charge that was billed to the client and the doctor exam was the only item charged to the client. Our medical records further note an extensive back and forth between the client and the doctor about: her cat’s prognosis, the costs of trying to figure out what is going on with her pet by way of more diagnostic tests, the chances that we could successfully treat her pet even with more information given his poor health, and ultimately if euthanasia was the right choice. This included the client approving euthanasia, the doctor coming into the exam room with euthanasia drugs and then the client stopping the doctor to ask more questions about the cat’s prognosis and if euthanasia was the right choice for the pet. The overall tone of our doctor’s notes indicates a pet in critical condition and a client who was emotional and uncertain about a major decision like the euthanasia of a beloved pet. It is our belief that charging for a doctor’s examination is fair given the time and effort put into caring for the client’s pet and helping the client through the decision-making process. The client was never charged for the blood glucose test. We acknowledge that the test was accidentally performed prior to the client giving consent for the test as checking blood sugar is a standard test performed on critically ill pets presenting to an emergency room. According to our medical records, we acknowledged this miscommunication and apologized to the client immediately. Documentation of our doctor’s interaction with the client is extensive and, as noted above, indicated a client who was emotional and uncertain about a euthanasia decision. We’re sorry that the client wasn’t fully comfortable with the communication from the doctor on her pet’s case. Notes in the pet’s record suggest a doctor trying to keep up with the various changes in the client’s posture towards her pet’s care. It appears the client elected humane euthanasia multiple times but then before the procedure was performed would stop the procedure and ask questions about whether the pet’s status could be improved, if euthanasia was the right decision, or more clarity about the prognosis. Throughout this, our doctor explained the seriousness and fragility of the pet’s current status and also that more testing would need to be approved to provide better information about possible treatment. Clear communications in a fluid situation like this can be challenging for even a very seasoned doctor. Ultimately, the client expressed a desire to leave our hospital and before we could complete all the necessary steps for discharge the client abruptly left our hospital without alerting any staff. Our hospital requires payment at discharge but due to the abrupt departure of the client, we were not able to collect payment for services rendered and this is why the client received a bill in the mail. Meeting and exceeding our clients’ expectations in service are high priorities at MedVet. We understand that end-of-life decisions can be very stressful and disconcerting experiences for a client and that these heightened emotions can affect how an experience is remembered. We stand by the accuracy of our bill, the care provided and our decision to bill the client, however we have elected to waive the client's bill as a gesture of goodwill.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩