ComplaintsforMedVet Columbus

• Initial Complaint

  12/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Took my pet to medvet on Christmas Eve day 2022. I was told when I arrived it would be a 2 to 4 hour wait. That wait turned into almost 8 hours. From 11am to 4 pm nobody came out to even talk with me. I asked and asked and each time I was told he was next on the list to be looked at. In the mean time people who brought pets in after me were being seen treated and released. Not me ***** my dog was sent home without receiving any real medical care. I got three medications to give him. Nobody went over the paperwork. Now my dog is still sick it’s Christmas Day and no vets are open to take him back into to have him checked out again. Medvet failed me and my pet from beginning to end. I had to threats to call the police because they kept telling me they were getting him ready to go home. I had to ask three times where he was. Also had to ask over and over when ***** would be seen. Again from 11am till 4 pm nobody looked at my dog. Nobody gave me updates. Nobody gave me anything but a huge bill. The paperwork I was sent home with nobody went over it. I didn’t sign any release forms. Nothing.

  Business response

  12/29/2022

  Dear ***** Family,
  
  Thank you for providing your comments. We hope ***** is on his way to a full recovery. We are sorry to hear that you do not feel your needs were met at MedVet Hilliard. ER medical visits are always undesirable, no time more so than over the holidays. As you note, Christmas Eve and Christmas are challenging days to seek and provide care, as many providers are closed for these holidays. As an ER facility, it is our duty to remain open 24/7 to provide medical support for any pets in dire need. As many pet owners are unable to turn to their family veterinarian these days, most find themselves at our hospital when care cannot wait until their family veterinarian has re-opened. We find that our caseload is especially high during the holidays for this reason. We pay special attention to our staffing resources during these times so that we can remain prepared for any emergency, at any time. However, even with this foresight, we find that we must prioritize care for patients in greatest need and ensure that critically ill patients are tended to immediately. This means that many patients who are less critical may experience delays in their care. Though I am happy that ***** was not amongst the pets that were critically ill on Christmas Eve, I am sympathetic that the delays in his care caused stress, concern, and inconvenience for your family.  After review of the case, I did confirm that ***** was evaluated by an ER veterinarian, received a full exam, and was provided treatments both at our hospital (injectable fluids and medications) and to go home (antibiotics, antacids, and probiotics).  As such, all charges were appropriate.   
  
  Sincerely,
  
  Dr. ********* ***** DVM,
  MedVet Hilliard
  Medical Director

• Initial Complaint

  11/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Our dog had a seizure for the first time ever. We took them to medvet as we had done research previously and they seemed like a solid place. When we got there, we spoke to a vet tech who then told us that just talking about what happened would not be a charge. The vet came out and we talked with them under the impression that it would not be a charge. The vet looked over our dog in the lobby and measured their heart rate but it was never told to us that that would be an exam and we would then be charged 153 dollars. We then found this out at the front desk when they told us we would get some information regarding seizures. We never got that paperwork, and the vet told us we wouldn't have to pay and that the charge would be removed but going forward that would be the going rate for the exam and what that entailed. I thought okay great I completely understood. Now 30 days later we are getting an invoice and conversations that we will have to pay for something we originally were being told we wouldn't have to pay for and don't have money for. From a customer service standpoint this is completely unacceptable and unfair. I can't review the actual veterinary services but from an administrative standpoint this is not okay.

  Customer response

  11/08/2022

  The MedVet location was MedVet Indianapolis: **** ********* ***** ***
  ******, IN *****.
  
  The two primary points of contact since the invoice was received have been
  ******* and ******** at the actual location.
  
  Attached is the file that was received today 11/07 at 1:19 PM after the
  business claimed I received it the night of the visit. That was ********.
  She sent it to me via email after this started to provide a paper trail to
  protect themselves and only after I explicitly told her that I did not want
  it because I did not agree to it. There are no signatures on the file
  furthermore proving I never received it.
  
  I spoke with ******* who later confirmed that upon further digging it was
  never sent to me, until ******** sent it to me.
  
  The invoice was received via email October 10th from MedVet accounting.
  This is also attached as requested.

  Business response

  02/01/2023

  Thank you for forwarding the concerns submitted by ****** **** regarding the care of his 3-year-old German Shepherd, “****” (#******), during her visit to our Emergency Department at MedVet Indianapolis on October 10, 2022. I understand Mr. ****’s concerns are regarding a charge for a veterinarian’s exam when he felt one was not warranted. I understand that Mr. **** felt that his communications with our doctor and technician led him to believe that there would be no exam/consultation fee charged. 

   

  According to our medical records, **** presented for a possible seizure earlier in the day on 10/09/2022. Our medical records note a discussion between Mr. and Mrs. **** and our team about their desire to keep **** with them during her evaluation. Due to extensive renovation in our building, and limited exam room space outside of our emergency and triage unit, the lobby was the only available area where they could stay with her while she was receiving her exam.  The doctor documented a medical exam and education about ****’s possible medical condition. The doctor discussed her prognosis, and the costs of diagnostic testing to determine what was going on with ****. This included the client discussing and ultimately declining testing and/ or observation in hospital The doctor’s notes indicate a pet who may have suffered a seizure and a client who was given extensive education on seizures, and how or when to return to a medical facility if another event occurred. It is our belief that charging for a doctor’s examination is fair given the time and effort put into caring for **** and educating the family on possible diagnostics, treatments, and how to monitor seizure activity. 

   

  Documentation of our doctor’s interaction with “****”, physical exam findings and communication from the doctor to the **** family is complete and what we would expect from a completed exam and consultation.  We apologize if during the interaction there was a perception of a free exam, or a no charge consultation. Clear communications in any client interaction can be difficult during an emotional event, even for the most seasoned of doctors and we apologize for any confusion. 

   

  A doctor’s exam is the $153 charge that was billed to Mr. **** and the doctor exam fee was the only item charged to Mr. ****. Our hospital requires payment at discharge, and it was noted that the **** family declined to pay at discharge. When we are not able to collect payment for services rendered, we then send an invoice in the mail for payment. This is what Mr. and Mrs. **** received and declined to pay. 

   

  Meeting and exceeding our clients’ expectations in service are high priorities at MedVet. We understand that when your pet has experienced a traumatic event, as was the case with ****’s seizure, it can be very stressful and disconcerting experience 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, and we continue to hope that **** is recovering well and is enjoying time with her family. 

   

  
  

• Initial Complaint

  07/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I authorized a to pay for a surgery and nothing else and they did not perform the surgery and refuse to refund the money. They said if I authorized a cat scan they would 100% do the surgery if nothing was seen on cat scan and nothing was seen and they still did not perform surgery. I told them beforehand I would only pay for ct if they did surgery which they did not and every other charge on the bill was not authorized. I only authorized day one and a surgery that was never performed. This business has taken advantage of my family in an unfortunate situation and has been nothing but, deceiving since the beginning. We were told when picking up my dogs remains we would receive 5000 of the 7600 back and I signed a paper at their facility for this. And they have not refunded the amount and refuse to.

  Business response

  08/10/2022

  ****** presented to MedVet Hilliard Emergency Department after being struck by a vehicle.  She was diagnosed with pelvic fractures and recommended she continue care with the Surgery Department at MedVet Worthington.  While hospitalized, ******** mentation declined so additional neurologic evaluations and diagnostics were recommended prior to pursuing surgery for her pelvic fractures.  A CT scan was recommended under minimal sedation to evaluate for skull fractures but none were identified.  Despite the lack of structural changes on the CT scan, due to her poor mentation, the doctors overseeing ******** care did not feel it was in her best interest to undergo anesthesia for non life threatening orthopedic repair of her pelvic fractures.   Further monitoring due to suspected traumatic brain injury was recommended before proceeding with the pelvic surgery repair.  Unfortunately, only a few hours later ****** continued to decline and ultimately suffered cardiopulmonary arrest.  
  
  After speaking with the owners as well as the Doctors’ caring for Suttin, we did identify an area for improved communication surrounding the potential of ****** not proceeding to surgery for her pelvic fractures following the CT scan due to her declining mentation.  We understand that medical decision making during critical moments of a pet’s care can be stressful for our clients and we aim to provide clear recommendations based on our medical opinions.  Because of this, it is with empathy and careful consultation that we provide a plan for the care of our patients.  While we do believe postponing the surgery was in her best interest given her neurologic status, we did feel it was reasonable to discount the cost of the CT scan given our desire to provide clearer communication around prognosis, diagnostic, and therapeutic options for Suttin.  This plan has been communicated with the Harless family and resolution was achieved.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On April 30, 2022 I took my cat to MedVet on Douglas in Toledo. They asked if I wanted her urine sample sent out to do a culture since it appeared she had a UTI. They said it would be $100. I said yes and paid for the culture to be sent out. They said it would be 4-5 days for results. I did not receive a call from them so I called on May 6 & I was told there were no results. It's now a week later and still no call back from them. Since they won't give me the results or update me if there was an issue I would like a refund for the cost of the urine culture. They do not give a copy of the bill... when I got the bill in my email the culture was $146 NOT $109. They charged $146 for a culture they never gave me results for. Date No. Animal Type Total Discounts Charges Payments Balance 04-30-2022 Opening Balance $0.00 MedVet Toledo 04/30/2022 ******* ***** Invoice $476.16 $0.00 $476.16 $476.16 Qty Description Total 1 EMERGENCY CONSULT - INITIAL $123.00 1 PATIENT CARE $39.00 1 URINALYSIS CHEMSTIX+USG+SEDIMENT (IVLS) $101.00 5 Enrofloxacin 68mg (Per Flavored Tablet) $31.61 1 Nystatin Neomycin Sulfate Ointment (Per 7.5mL Tube) $32.10 1 URINE CULT & SUSCEPTIBILITY (LI) $146.00 Total for Invoice ******* including GST $3.45 $476.16 MedVet Toledo 04/30/2022 802949 Payment $-476.16 $-476.16 $0.00 Totals for this financial period: 04-30-2022 - 04-30-2022 $0.00 $0.00 $476.16 $-476.16 $0.00 April March February January + Amount due $0.00 $0.00 $0.00 $0.00 $0.00 Payment terms: Due Upon Receipt

  Business response

  05/17/2022

  Dr. **** ******, MedVet Toledo Medical Director  did reach out to the client on 05/17/22, she did not answer.  She apologized again for the delay and explained that we are addressing our call back system for client test results.  She let her know that we will be issuing a refund for the test as well as her office call as a sign of good faith as well as acknowledging her frustration and our failure to call her back
  
  She will reach out to her again next week and the following week to make sure she has received the refund and let her know the results of our doctor’s meeting ie: test result call backs.
  
  
  

  Customer response

  05/17/2022

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

• Initial Complaint

  03/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my pup in over a month ago because she got into sugar free gum which can be extremely toxic to dogs. I thought she was given the best care but I was wrong. When I went to pick her up, she was covered in feces on her backside. I was so excited to have her back that I just wanted to get her home. I could smell her through my mask. When I got home, I had to bathe her twice to get all the feces off. I called medvet to talk to someone about it and they said that she wasn’t covered in feces. The critical care manager wasn’t in for me to talk to and they told me I would get a call the following Monday. I never got a call so I called Tuesday and was told she was in a meeting and that she would call me after. SHE NEVER CALLED. My mom and I both called several times and either the call wasn’t answered or we were put on hold for forever. The last time I called I hadn’t even said my dog’s name yet they knew exactly who I was. It feels like they are trying to avoid the situation which is not okay at all. When you are on hold, part of the message says “We treat your pet as if they’re our own” NO THEY DONT. I’m sure they wouldn’t want their pet given back to them covered in poop. My pup also takes meds on a regular basis for separation anxiety. They never called to ask me how much I give her, they just drugged her, 8x more than what I give her. The day that I brought her home, they gave her 10x the amount. WHY DRUG HER MORE ON THE DAY SHE IS COMING HOME. They told me the medicine doesn’t even make her tired or anything. When I got her home to bathe her, she just stood in the bath. She doesn’t like baths, at all. I knew she was out of it because she wasn’t trying to get out of the tub like she normally does. They have not tried to call me back. I feel that they think I was just going to let this go and I’m not. What they did was not okay. I paid over over 2500 dollars for her to get taken care of and she wasn’t properly taken care of. I feel they are avoiding the issue.

  Business response

  03/18/2022

  To Whom It May Concern:
  
  I received Ms. *******s concerns regarding the care of her Pitbull mix, ******, during her visit to our Emergency & Critical Care Services at MedVet Worthington. I understand Ms. *******s primary concern to be regarding ****** having fecal material on her at the time of discharge and developing diarrhea when getting home. In addition, I understand her concerns to be related to the dose of anti-anxiety medications administered at the hospital, and the follow-up communication she received around her concerns.
  
  ****** presented to Dr. ***** ********* with our Emergency Service for evaluation after ingesting a toxic dose of xylitol containing gum. ASPCA poison control was contacted, and it was recommended that ****** be hospitalized due to risks of potential toxicity to her liver and developing life threatening levels of a low blood sugar. She was treated with IV fluids with dextrose supplementation, liver support medications and transferred to Dr. *** ******* with our Critical Care Service for continued care the following day. Her initial and repeated bloodwork while in the hospital did not show changes in liver values, and she continued to do well on treatment with no signs of a low blood sugar. Therefore, she was discharged for further care and monitoring at home.
  
  Moreover, ****** demonstrated signs of anxiety while hospitalized which was consistent with her medical history. We aim to mitigate stress in our patients to provide a better experience for them. It is common in patients who already have separation anxiety to experience an increased level of anxiety in the hospital setting requiring a different dosing of medications that they may already be receiving.   ****** was administered a clinically appropriate dose, which was also within the dose range, of her current anti-anxiety medication for her level of anxiety. 
  
  At MedVet, we approach client concerns seriously and aim to achieve timely follow-up. Our Client Service Representative (CSR) Clinical Manager spoke with Ms. ****** directly after ****** was discharged. Ms. ****** expressed concerns primarily related to ****** having fecal material on her and having diarrhea upon returning home. The manager let Ms. ****** know that she needed to further investigate her concerns and would call her back. She followed up the same day with the clinical team taking care of ****** and spoke with the Emergency Department Head who connected with Dr. ******* directly.
  
  Dr. ******* reported that during hospitalization, ****** had a normal bowel movement with no signs of diarrhea. He also performed a physical exam on ****** prior to her discharge and no fecal material was noted. The clinical team member discharging ****** also did not note any fecal material on her. Dr. ******* determined that ****** likely developed diarrhea due to stress or recent xylitol ingestion. It was recommended to start her on a bland diet and to have her re-evaluated if the diarrhea persisted or worsened.
  
  The CSR Clinical Manager called Ms. ****** back on the same day and provided her this information. She became upset and ended the call. Ms. *******s mother then called, and the manager explained the details of what occurred, and the recommendations made to her. She also let her mother know that she would escalate these concerns to the Critical Care Clinical Manager, and that someone would further follow-up with them the following week. The CSR manager then had another conversation with Ms. ****** after speaking with her mom, empathized with her concerns for ****** and reiterated the recommendations made by Dr. *******. Ms. ****** reported that she was going to start the bland diet, monitor ******, and call with any concerns.
  
  Meeting and exceeding our clients’ expectations in service are high priorities at MedVet. We aim to provide excellent patient care and clear, timely communications following reported concerns. Our Critical Care Clinical Manager made multiple attempts to reach Ms. ****** by phone in the weeks following ******’s discharge to further discuss her concerns, but unfortunately, did not reach her. I understand that Ms. ****** is requesting a billing adjustment, however, we stand by the care provided and the attempts to address her concerns, and therefore, we will not be providing her a refund.
  
  Sincerely,
  ***** *******, DVM
  Medical Director
  MedVet Worthington
  

  Customer response

  03/22/2022

  I will figure out a way to get my call log history for the past couple months. Please get back to me as soon as you can.
  
  Thank you
  
  Hi,
  >
  > I have read the response given to me in regards to ******. In the last paragraph they stated that the clinical care manager tried to reach out to me multiple times in the following weeks regarding the incident. That is not true. I have never received a call from them. I have my call log. She never tried to reach out to me. If anything, my mom and I tried to reach out multiple times in the following weeks. Each time the person would say “We’re sorry she hasn’t got back to you” or they would put us on hold and no one would answer. They also know my phone number because they had to call me with updates while ****** was in the hospital. I never received one phone call back from the clinical manager. So that is not a truthful statement. If the manager would’ve called me, I would’ve answered right away because this has been such a big deal to me. Not one call or voicemail or anything from her. Please get back to me as soon as possible. Thank you.
  

  Business response

  03/28/2022

  We stand by the response provided. I have left a message for Ms. ****** (###-###-####) and have asked her to return my call so that we can discuss this directly.

  Sincerely,

  Dr. *******
  

• Initial Complaint

  03/10/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My dog ****** started seizuring on Saturday evening. His regular vet was closed. We rushed him to ER clinic in W.V. On Monday he was transferred to his vet. By Tuesday his doctor needed an MRI to find a treatment solution. We took him up and were quoted $700.00. But then the price changed to $4,600.00. The money was in savings and it was 8:00 pm. We couldn't transfer the funds until 9:00 am when the bank opened. We stayed all night in the parking lot. Then had to drive home on no sleep. Before I even reached my home they called and said they needed $4,600.00 again. They said the first paid-up covered the night before services and MRI. We had to drive to the bank to get the money. They insisted on a cashier's check. I soon found out why. They called wanting an extra $4,000.00 for a ventilator. We didn't have it. When I got there they charged us for ventilating him but said he was on Ambu bag. They insisted they would not intimate him but let him die but they took the $4,600 cashier's check and wanted $1,900.00 besides for services they never rendered. They were worried about the money and I barely got to hold my baby as he died. This place is a joke. Our savings are wiped out and my baby is dead. I am angry. I want the money they took. The prices are ridiculous for the type of care they gave him. They are not entitled to the money after the MRI was done. They wanted a cashier's check of $4,600.00. They do not want to refund us. They specifically ask for the cashier's check so they could collect all of the money they were not owed. This place should be shut down. ***** copped an attitude with us. I am praying God does something about this business and how the only thing important to them is the money. They don't care about the animals or their owners. When I told his vet what MedVet did he said they are going to consider stopping referring their customers to them.

  Business response

  03/17/2022

  To Whom It May Concern:
  
  I received Ms. *****’s concerns regarding the care of her Siberian Husky, ******, during his visit to our Emergency & Neurology Services at MedVet Worthington. I understand Ms. *****’s primary concern to be regarding our financial estimate and deposit practices in relation to the medical care ****** was provided.  
  
  ****** presented to Dr. ********* ******* in our Emergency Service for evaluation of uncontrolled seizures. On examination, he was assessed to be in critical condition with the likelihood that he had primary brain disease. Based on this initial evaluation, it was recommended that he have chest radiographs, bloodwork and be hospitalized on intensive care with transfer to our Neurology Service for an MRI and spinal tap for further diagnosis.
  
  We aim to provide accurate and timely financial estimates for our care, and therefore, Ms. ***** was provided an initial estimate of $4,600 - $6,800 for the recommendations outlined above. Moreover, our standard practice is to obtain a financial deposit equivalent to the low end of the financial estimate prior to initiation of care. Ms. *****’s primary form of payment was a check, which unfortunately was not approved through our Telecheck system. The check did clear through a normal check running process, and therefore, medical care was continued. With this approach, it is not known if a check will clear with the bank for 7-10 days from date of deposit.
  
  The following morning, Dr. ***** ***** in our Neurology Service evaluated ****** and assessed him to have severe disease with a very poor prognosis for recovery. She discussed the options of humane euthanasia or moving forward with an MRI and possible spinal tap for a definitive diagnosis and determination of possible treatments. Ms. ***** elected to move forward with MRI and expressed that humane euthanasia is not in line with her personal beliefs. She was provided an updated Care Plan estimate of $9,000 - $11,000 for ongoing care given Dr. *****’s assessment of ****** needing extended ICU care. This updated estimate included the MRI and care provided through our Emergency Service. It was explained that a further deposit was necessary to continue care with this updated estimate. Given the uncertainty around the initial form of payment processing, another form of payment was requested, and options given included debit card, credit card, Care Credit, and cashier’s check. Ms. ***** elected to provide an additional $4,600 deposit with a cashier’s check.
  
  Unfortunately, ******’s MRI showed an extensive intracranial stroke with herniation of the brain, which carries a grave prognosis. Recognizing Ms. *****’s wishes against euthanasia, Dr. ***** provided the options of letting ****** pass on his own or continued medical care. Ms. ***** wished to continue care, however, during ******’s recovery from anesthesia, his breathing deteriorated consistent with brain herniation, which required ventilator care as a means of basic life support. Given his prognosis and the strong likelihood he would not be able to adequately breath on his own, this was not medically recommended, and therefore, Ms. ***** elected to take him home. ****** passed away while bringing him to her car.
  
  We aim to provide clear communication around patient care and our financial processes. Ms. *****’s final invoice total was $6,520.69, which was within the initial financial estimate of $4,600 – 6,800. Upon clearance of the initial check payment, she will receive a financial refund of $2,679.31. If the initial check is not accepted, she will owe $1,920.69 towards services provided. We are sincerely sorry for Ms. *****’s loss of ******, however, the medical care he was provided was indicated and appropriate. Moreover, Ms. ***** consented to the care provided throughout the visit, and the invoice was within the estimated financial range. Therefore, we will not be issuing any further refund.
  
  Sincerely,

  ***** *******, DVM
  Medical Director
  MedVet Worthington

  Customer response

  03/17/2022

  It is price gouging and they did nothing for my dog. I am going to file a malpractice suit if BBB is unable to help me.
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My puppy was seen at the MedVet West for a broken leg. As the leg is reinjury, a brake in the same spot, the Clinician recommended surgery. ****, my injured toy poodle, has insurance, and I have made all the arrangements for ********* to cover 90% of the cost. They provided a preapproval for everything. I have stated numerous times before arranging the surgery that he has the preapproval, have also sent the letter to the hospital. On the day of the surgery, after dropping him off, I received a call at work requesting a deposit, which I anticipated was the 10% I am responsible for, but I was informed that the promise was $5000.00. (The estimate of the surgery is $5000-$6000). I have done everything to secure services. The insurance company has no problem with the surgery; however, the hospital will not perform without $5000.00. This is awful. I agree to pay a deposit, the 10% I am responsible for, which the insurance has approved a surgery about $6632.00. I anticipated paying the 10%. I have contacted the finance department using the number provided by MedVet West (614) 505-7583; Dawn is the name on the voice mail, and I have left several messages but have yet to receive a return call. I have spoken with *********, ****'s insurance company, and they have stated that's why they send the preapproval for proof of payment. I would like them to accept the percent today, and I will take full ownership if the insurance does not cover the cost. But I do not have $5000.00 today and have been told it has to be done before the bone attempts to heal itself. I have no intentions of allowing them not to receive payment for their services. This is stressful, and I don't understand why more economically friendly payment methods are not available. I was responsible and obtained the insurance.

  Business response

  01/13/2022

  We are sorry for this client’s experience concerning the deposit required for care.  MedVet’s policy is that a deposit is required before taking the next step for any major care or surgery. The remainder of the amount due is due at discharge. Due to the constant changing nature of insurance coverage, items covered, and deductibles, we ask that the client make their deposit and final payment with MedVet. The client would then request that their insurance company to reimburse them directly. As with any medical condition, an estimate may or may not account for any unexpected complications that would then have to be reassessed with the insurance company as far as coverage, deductibles or other uncovered expenses. The promise made by the agency, may or may not be upheld and can be withdrawn at a later date when the agency executes payment. While some agencies are better than others, we ask that clients work with their insurance company to be reimbursed directly rather than function as a go between. This enables us to focus on the care of our client’s pet. MedVet encourages clients to seek outside temporary financing if needed. One such option is 6 months deferred financing with companies like Care Credit or other temporary methods (credit cards, friends or family, etc.). In most cases insurance companies reimburse the clients quickly before any finance charges have been assessed.  Regarding the messages left with our finance department, we were working directly with the hospital to communicate back concerning the request for an exception. The hospital was going to reach out concerning that answer, but the client had secured temporary financing by that time and had made the deposit and ultimately the final payment for care. Our policy is to ensure that the focus can continue on the care for the pet and to prevent any unexpected charges back to the client after the pet is home recuperating (charges the client may not be prepared to cover). We do understand the stress involved in making financial decisions for a client’s pet and always seek to clearly communicate our payment policy in an empathic and caring nature.

• Initial Complaint

  12/07/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  February 11th 2020, My wife was told to bring our dog into Medvet at the Hilliard location. Before arriving our vet called to let Medvet know she was on her way because our dog needed attention immediately, When my wife arrived, there was back and forth about payment which you all ended up receiving anyway. Then my wife was told at around 12:30 1pm that "We will get fluids going and do what we can for the next few hours" We get a call 45 mins later saying "Your dog won't make it" Could it be if she would have received treatment when arriving she would still be here, and not waiting over a hour for A PAYMENT.....But wait there's more. When we were told to come and pick up our dog, I asked since we have already paid you guys over $1100 dollars could you help us out with putting her down, "Well that would be about $250 dollars" at this point that was the cherry on top. I honestly see, This company does not care about the animals, you guys care about MONEY. You take advantage of people during vulnerable times. But wait there is more again, When I go to pick up my "dying" dog, I was charged another $20 dollars !!!!!!!!!!! FOR WHAT ?????

  Business response

  12/14/2021

  note, all medical record documents could not be attached due to the 4 attachment limit within this submission platform

  Dear BBB,
  I am writing in response to complaint ******** received on 12/8/21 field by Mr. **** ******* regarding his dog ***** *******. All medical records associated with this visit are attached to this reply for reference.
  

  ***** was presented to MedVet Hilliard on 2/11/20 by Mrs. ******* ******* at 12:50 PM for further evaluation of kidney failure diagnosed on bloodwork performed by her family veterinarian. She was triaged immediately upon arrival and considered unstable due to her difficulty breathing. This prompted immediate evaluation by the attending ER veterinarian on duty, Dr. ****** ********. During this evaluation, Dr. ******** provided supplemental oxygen to *****, completed a full physical exam, and performed a point of care ultrasound. After completing this evaluation, ***** was placed in an oxygen chamber (******) to provide further supportive care while Dr. ******** called Mrs. *******. During this time, ***** was noted to have vomited once.

  During this phone conversation, Dr. ******** conveyed her concern for severe respiratory disease (suspected pneumonia) and likely kidney failure given a CHEM panel performed by the family veterinarian. Dr. ******** then presented a diagnostic plan (CBC, chest x-rays) and treatment plan (ICU hospitalization in oxygen, IV catheter, IV fluids, anti-nausea injection, antibiotics with next-day specialty transfer to Internal Medicine) to Mrs. *******. Mrs. ******* requested to contact her husband prior to proceeding with care or treatment, ending the call. She then called back to notify Dr. ******** that her husband was not reachable as he was in a job interview. At this time, she elected to proceed with Dr. ********’s diagnostic and treatment recommendations (except specialty transfer). An estimate and care plan were provided for her, reviewed withMrs. ******* by Dr. ********’s assistant ***** ******, and then signed by Mrs. *******.
  

  Bloodwork results were finalized at 3:45 PM and ******s hospitalization began at 4 PM. Mrs. ******* was contacted at 5:15 PM by Dr. ******** upon receipt of the final radiology report from ******s chest x-rays. Results were reviewed and, due to ******s sustained critical state in the face of appropriate medical treatment, ongoing hospitalization with specialty care was again recommended. Mrs. ******* expressed that she had been in touch with her husband regarding ******s status and that due to financial constraints, ongoing hospitalization would not be possible. The option of helping to finance ******s care using Care Credit was discussed at length
  and ultimately declined by the owner. Given ******s severity of illness and clinical instability, Dr. ******** then discussed the option of humane euthanasia with Mrs. ******* as an alternative to ongoing care. Mrs. *******
  then requested to contact her husband and disconnected the call. Mr. ******* called back approximately 15 minutes later, at which time Dr. ******** reviewed ******s critical condition, her assessment, and treatment
  options with him. After reviewing options, Mr. ******* declined further care at MedVet Hilliard and expressed his desire to discharge ***** to him and Mrs. *******. They conveyed their intent to bring ***** to their family
  veterinarian that evening for euthanasia.
  

  The *******’s arrived at 6:20 PM at which time ***** was discharged. Her IV catheter was not removed so as to allow IV access for the family veterinarian once ***** arrived at that clinic. In his letter, Mr. ******* expresses concerns with delays in care. Veterinary attention was provided immediately to ***** by Dr. ******** at the time of presentation. Immediately after this assessing ***** and arranging immediate efforts for stabilization, Dr. ******** contacted Mrs. ******* to review the severity of ******s condition and seek consent to continue supportive care and establish a definitive diagnosis. As Mrs. ******* sought to confer with her husband prior to approving additional care, consent for care was not obtained during the first phone call. Additional tests and treatments were not performed until Mrs. ******* contacted MedVet Hilliard and provided both written and verbal consent for care. This process is aligned with MedVet policy and ensures that all pet owners are informed of their pet’s condition and prognosis so that informed consent can be genuinely provided by the owner. Once care was authorized, additional testing and treatment was  provided to *****. During this visit, the only delays in care were those specifically requested by Mrs. ******* as she and her husband worked to align on their goals for care.
  

  Mr. ******* also expresses his concern that delays in treatment lead to worsening illness and hastened death for *****. ***** was diagnosed with two severe medical conditions: dyspnea and severe azotemia. The most crucial treatment for dyspnea with oxygen supplementation, which was provided immediately to ***** and sustained throughout her visit. The mainstay treatment for newly-diagnosed azotemia (bloodwork changes
  associated with kidney disease) is IV fluids, which were administered to ***** once Mrs. ******* consented to this intervention. Appropriate and prompt medical care was provided to ***** in an effort to treat her serious
  underlying conditions. Her worsening illness in the face of these treatments reflects the severity of her illness and further underscores Dr. ********’s recommendation to escalate her care with ongoing hospitalization and
  specialty transfer.
  

  Mr. ******* also raises several concerns regarding the costs associated with this visit. He cites delayed payment as a reason for delayed care. As aforementioned, ******s care was started upon arrival before any
  money had been requested or collected from Mrs. ******* and was not a deterrent to stabilization measures. This supportive care continued even as Mrs. ******* considered her treatment options and was not stopped at
  any point until ***** was discharged. Additional measures were not taken until Mrs. ******* provided consent, a delay that she requested in an effort to contact her husband. As she did not specify that her intent was to
  confer with her husband on cost rather than concerns for ******s quality of life, additional financial resources were not addressed at this time. Once Mrs. ******* raised her concerns for cost during the 5:15 PM call, the
  option of CareCredit was reviewed in depth with Mrs. *******. As there are no other options for payment at MedVet Hilliard other than payment at the time of service or financing through CareCredit, Dr. *******’s
  financial counselling for Mrs. ******* is considered comprehensive. When Mrs. ******* provided consent for care, $1,050 was collected as a deposit associated with an estimate ranging from $1,050 to $1,100. At the time of discharge, an additional $20 was collected from the *******s to cover the total cost of the bill, which exceeded the initial $1,050 deposit. Hospital policy dictates that a deposit equal to the low-end of a pet’s care estimate is collected at the time of hospital admission and that the remainder of the balance is collected at the time of discharge. Owners are not regularly updated to charge accrual so long as the total bill is within the estimate. This information was explained to Mrs. ******* both verbally and in writing in the forms signed by Mrs. ******* at the time ***** was hospitalized.
  

  Finally, Mr. ******* surmises that the principle concern of MedVet is money rather than the health and wellbeing of animals. This premise is belied both generally, as it in gross opposition to the true motivations of
  our teams to provide outstanding healthcare to pets, and specifically as the actions taken by Dr. ******** during ******s visit reflect her medical skill and profound concern for ******s health. ******s illness and death is tragic for her, her family and for all veterinary professionals who cared for her. In the face of such of such tragedy, we have great sympathy for the ******* family. In no way is her a loss a reflection of inappropriate veterinary care, nor is there evidence of ill-will or negligence from Mr. and Mrs. *******. Though we sincerely regret the outcome for ***** and the *******s, the claims made by Mr. ******* in his complaint are not aligned with the true development of events that occurred on 2/11/22

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