ComplaintsforCollege Road Animal Hospital

• Initial Complaint

  02/16/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my puppy in for a serious problem he was having- throwing up blood regularly.. he couldnt sleep, was lethargic, I knew he was in critical danger because of his symptoms. I took him to this hospital as they falsely advertised and they said they were capable of caring for him. I received an estimate of charges up to $2000 and they needed $1000 down. Not included was the cost of surgery. This included the ultrasound on his tummy and other diagnostic testing such as X-rays and 3 days hospital stay. I paid the $1000 and left him in their care. One day later the dr called and said he should be fine to go home the next day. So he was there 1.5 days and I recd a call from the dr saying that she could do the surgery but if he needed transfusion or an ultrasound the best thing would be to take him to emergency clinic! I told her I had just paid her $1000 for them to take care of him.. I would have taken him to ER if she had communicated and been honest in the first place by telling me she wasnt the best option and incapable of doing ultrasounds and transfusions! She knew how low his white blood cell count was before I left! She said it wouldnt be that much because he wasnt there for the full three days so I was anticipating a partial refund which I told the staff on the phone Id come back for it after getting Opie to the emergency vet. I also needed him ready to go and for them to forward his records to the er so I wouldnt get double billed. So not only when I showed up to pick up my baby, he wasnt in the lobby waiting for me, they said I owed them another $800!!! I said id come back after I got Opie to er. They refused to let me even see him!!! I called the police and the police informed that its like taking a car to a shop. But when you take a car to a shop it gets fixed or they tell you they cant fix it. These people took advantage of a very vulnerable situation and price gauged me!!! I paid their ****** of the additional $800 so I could take my baby

  Business response

  03/02/2023

  ********************** scheduled Opie an exam on February 13, 2023 as a new patient for vomiting, **** was unable to keep anything down.  ********************** noted that Opie had been struggling throughout the night but these symptoms have been going on for a few weeks.  Symptoms have worsened the past two weeks.  **** would keep his food down until he drank water and then would vomit. She noted that Opie wasnt eating as much as he typically does and his stool was occasionally black with blood, and occasionally vomits blood.  A Parvo test was completed and the results were negative.  Recommend bloodwork and radiographs. ********************* approved. During this time the ********************** let me know on the phone that about ~30 days ago her boyfriend hurt the dog. When asked O what that meant she stated the dog had been food aggressive and the boyfriend put a leash around the dogs neck and when he became food aggressive picked the dog up by the leash/neck and hung him there until he vomited. On a separate occasions the boyfriend grabbed the dog around the neck, pinned him down and choked him until he vomited. Let O know that lets get the results in first to see what is going on then we can address the concerns as needed.
  When ********************** came inside we asked her to come to a separate room from her ~teenage children to go over the results. Went over *** and Chem. let ********************** know the patient is anemic with mild regeneration. The *** and Neu counts are elevated. These values can go up with inflammation and infection. The Chem values show decreased proteins and overall no significant concerns. The radiographs show decreased disc space in the cervical spine, and bone opacity in the lumen of the stomach. These radiographs will go out to Radiologist for further evaluation and will go over those results with ********************** the following day.
   At this time the ********************** was asked if she felt safe in her home for herself and her children. ********************** stated yes, she was safe. ********************** stated she had broken up with this boyfriend numerous times and her and the children were discussing on the way here that the boyfriend may not be the best person for them to be around. ********************** stated she will not allow the boyfriend in the home any more. Let ********************** know that given the nature of what she told me and what we are seeing with the patient we will be reporting this case to animal control. O understood.
   Recommend patient be hospitalized with fluids and treatment as needed. Will call with an update tomorrow. ********************** understands.
  
  ******************** attempted to contact ********************* the following morning but ********************** did not answer.  Reception sent ********************** a text to let her know that **** was doing great this morning.  ******************** called ********************** again that evening and let her know that **** is doing very well, he had not vomited all day.  ******************** wanted to keep him overnight and the following morning we can repeat radiographs to check the ** in the stomach and repeat *** to check for changes in the *** count.  ********************** understood.
  
  On February 15, 2023, ******************** called ********************* and let her know that when we came in the morning Opie has normal vitals, however is mentation appears depressed from yesterday. We did repeat the *** and Chem. This morning the anemia appears to be stable and the regeneration has improved. The ***/Neu count has decreased towards normal. The Chem shows mild decrease in BUN and Protein, All other values are WNL. Let ********************* know on the radiographs the food is moving through the ** system,however the foreign material in the lumen of the stomach is still present. The stomach also appears to have air opacity in the tissue. This can be a concern for bacteria oxygenating in the traumatized tissue. At this time with the patients attitude depressed and the ** not moving there is concern the patient may need exploratory surgery. An ultrasound (US) is recommended to confirm. At that time due to the patients anemia a blood transfusion may also be needed.If the patient does need surgery and a blood transfusion ECVR (Eastern Carolina Veterinary Referral) is the gold standard option in ********** to continue care for the patient. Let ********************** know that I would need to call them to get an estimate. Let ********************** know that if transfer to ECVR is not an option for her then we can proceed with care here. Let her know that we can do the exploratory surgery and transfusion if needed. O asked if they were better than us. Let ********************** know that ECVR has board certified veterinarians and surgeons there. They are considered specialist and we are GP. This is to not say we could not do the surgery, it is just to let you know they are the gold standard. O wanted me to call ECVR and get pricing then call her back.
  
  After speaking with ECVR they stated they could transfer the case it would be about $1000 for the initial visit and evaluation. Then depending on in surgery/transfusion is needed could be $4k-$6k. ********************** noted that she wanted to do this option and would come pick him up. ********************** then asked about her bill here. Let her know that we should come in under the estimate since the patient did not need to stay for 3 days and was doing well until today. ********************** asked if we could transfer the money she has paid here to the other hospital to pay for care. Let her know that we are separate business and that is not possible. ********************** then stated that she is going to have to pay $2k for here and then pay for there as well. Let ********************** know that I dont think it will be $2k for here.Recommend that she heads this way to pick him up and we can get him transferred. ********************** agreed.
  
  
  On February 15, 2023, ********************** came in to pick up Opie from hospitalization to take to Animal Emergency and Trauma Hospital (AETH) for exploratory surgery for possible **. ********************** was very emotional and worked up and asking for **** so she could take him to AETH.Calmly let ********************** know that I need to get her checked out first for the balance on her account at College Road Animal Hospital, and then we will get her on her way to AETH with ****. ********************** was quite stressed out and started raising her voice that this is an emergency and her dog has sepsis and she needs him now. Told ********************** that **** is stable, and I just need to get her checked out real quick and then she can be on her way. Let her know that the total bill for px visit is $1736.44, she has already put down a deposit of $1000.00, so she owes $736.44. ********************** yelled that she only has enough money for px sx at AETH, and if we had any competent doctors here px wouldn't be in this situation, and she just wants to get her dog. Told ********************* I can get ******************** to go over ***** care with her - ********************* agreed. Placed client in room 4 and got ******************************** (hospital manager), and ****** (tech manager) and updated them on the situation. They went to go speak to client in the room, but she had left to go out to her car.
  
  Per *****, ****** (reception) went outside to speak to client and ask her to come in so we can have a conversation about her concerns and discuss how to move forward with ***** care. ********************** was on the phone with NHC ********** Office, and then told them to cancel sending out a deputy, but the deputy had just pulled into the parking lot. Came in to inform ***** that law enforcement had arrived. Went back to the lobby - client and her children were in the lobby with the deputy. Deputy wanted a situation report, so took him in a room and let him know what had happened so far. He then took the client into the room and discussed with her what her concerns were and how the law applied to the situation. Deputy then came out and discussed with ***** and ***** (Assistant Hospital Manager), and they all went into the room to speak with client.
  
  ***** went into the room with ***** and the Sheriff Deputy as witnesses to discuss O Ms. ********** concerns.  ********************** was very upset and let us know she was suffering from PTSD.  Let ********************* know that I was here to discuss her concerns and go over the estimate and the invoice for services.  Printed out both the estimate that ********************** was provided with as well as the invoice.  ********************** wasn't interested in going over this information, she wanted to know why we were not capable of preforming the services Opie needed.  Let ********************** know that our goal to is recommend what is in the best interest of ****, which would be to transfer to the emergency clinic where they can perform an ultrasound prior to surgery and if needed, continue on with exploratory surgery.  Explained, that again, ******************** offered to do the surgery here but BEST recommendation is to transfer to AETH.  ********************** was upset and did not understand why we did not let her know from the beginning that **** should go to AETH.  I explained that **** presented for his exam, it was for vomiting.  There was nothing to indicate pet should need emergency/specialty hospital care.  ********************* was upset that we did not know what **** would need without completing diagnostics.  ********************** said she was expecting to be credited back from the $1,000 deposit she already made and did not expect the additional $700. The low end of the estimate is $1,600 but ********************** wasn't interested in discussing her bill.  She wanted to be checked out and take Opie to AETH. ********************** refused to pay until she saw Opie.  Had ****** bring Opie in the room with everyone and ********************** paid the balance.
  
  Attached are the medical records from College Road Animal Hospital, ECVR/AETH Specialty Hospital, and two different radiologists. 

  Customer response

  03/03/2023

   
  Complaint: 19412022
  
  I am rejecting this response because: because there is no offer for resolution.  The estimate that I signed was for a 3 day stay. They lied and said they were capable of doing ultrasounds. I was told by ******************* that it wouldnt be that much because hed only been there 1.5 days. I brought him in at the end of business day.  They had him for the following day and kept asking about his diarrhea and I said numerous times to numerous people that he didnt have diarrhea. 
  

  I was charged for three days when he was only there for just over one day.  The dr told me it wouldnt be that much.  He didnt benefit at all from being there because they lacked the proper equipment for a diagnosis and ransomed my dog for a ridiculous amount of money for their X-ray and ***** exam. He was in worse shape when I picked him up than when I dropped him off and should have beetold right away to take him to er because I told them he had ****** stool and was throwing up blood. They didnt care. They just wanted my money. I should only be charged for one day. Not three.  $1,700 for two pill bottles and a couple X-rays is more than what I would pay at a hospital.  This is a complete rip off, extremely unprofessional and animal abuse to keep him hostage like they did.  They were all very rude too until the dr realized shed made a mistake thinking that the initial X-ray there was something broken in his neck perhaps (under an assumption because of their not so high tech equipment) but it was in fact normal anatomy.  The response that they sent is further proof that they werent listening to me because I said I was worried that my boyfriend hurt him when he had his collar on when he lifted Opie up by it to prevent him from attacking my older ****** terrier. He didnt do it to choke him. He did it to keep my other dog safe because he saw **** almost rip my finger off just a week prior to that incident. Another time, he pinned him down by the neck and hips because he had attacked one of my kids and the other dog in the house which made him vomit. **** also attacked his black lab/ pit bull mix three times and she shook him around really bad leaving bite marks on his neck two times when we decided to keep him separated from the other animals until he could get training. It was shortly after that when **** started having symptoms of throwing up once or twice a week for several weeks but had started throwing up blood and had blood in his stool regularly for 1.5 weeks by the time I took him in because wed just left for vacation and brought him in as soon as we got back. I made a poor choice and took him to these frauds who lied about their abilities to perform an ultrasound. I specifically asked if they could and the lady said yes.  The entire staff was rude and the office manager was exceptionally condescending. Not once did she take responsibility for lacking communication about their inability to diagnose or that I should take him to er right away because he was throwing up blood but she tried shifting blame on me for not communicating with them! I called 5 times on my way to pick him up so he could be ready to go because I was told he was in critical condition! Thats why I took him there! This place has not taken any responsibility for their rudeness or inability to care properly for my dog Opie.  They are con artists taking advantage of vulnerable animals and people. I wouldnt be this upset if theyd been responsible for their actions and apologized for keeping him when they knew hed be better off in the ***  I am brand new to the area and this place takes advantage of people who love their pets. Theyre rotten people who dont listen or care. They just want your money. 

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

  Business response

  03/07/2023

  On February 13, 2023, ********************** brought Opie in for an exam as a new client/patient.  When Opie presented the symptoms warranted a Parvo test as pet was not up to date with current recommended vaccinations, based on the information provided to our hospital, Opie has only had one DHPP vaccine that was administered in November of 2022.  Once the Parvo test was preformed and the results were negative, given the concern of vomiting blood occasionally as well as a history of Opie having black and ****** stool (black stool could suggest an upper GI bleed), the next diagnostics to be preformed were Radiographs to send to a Radiologist to rule out a foreign body or any other obstruction to his GI tract as well as more comprehensive **** Chemistry, and Electrolyte check.  As this was completed in house, ************************ recommendation based on results and symptoms, the recommendation was the place an IV catheter and hospitalize patient.  This would ensure that Opie stayed hydrated with IV fluids, gave us access to administer medications via IV (Cerenia, Metronidazole, and Famotidine) since Opie was unable to keep any food down.  Once we obtained the Radiographs we submitted the images to a boarded radiologist (included in estimate provided - as you can see, an ultrasound is never quoted for on the estimate).  On February 13th, ********************** was charged for 1/2 day of hospitalization, a Parvo test, in-house bloodwork, radiographs, a consult with a radiologist, IV catheter, IV fluids, Cerenia Injection and Famotidine Injection.
  

  On February 14, 2023, patient continued IV fluids thought out the day, patient also seemed to be more BAR, at this time they began to introduce oral medications and patient was given an antibiotic injection.  On February 14, 2023, ********************** was charged for Canine Hospitalization Level 2, Convenia Injection (antibiotic), a GI Low Fat can of dog food, oral medications including Sucralfate, Trazodone, and Famotidine.
  

  On February 15, 2023, patient seemed to be less BAR, which was cause to recheck lab work and reimage the abdomen. ********************** was charged for Canine Hospitalization Level 1 as Opie had ripped out his IV catheter but maintained hospitalized in our ICU.  Given his lack of improvement on his third day hospitalized at our facility, the recommendation was to transfer Opie to a facility that had specialists to do more advanced diagnostics than general practices can provide.  Thus, a referral to a specialist.  Given Opie's status, went ahead and replaced IV catheter.  The charges for February 15, 2023 are, Canine Hospitalization Level 1, in-house lab work, follow up radiographs, and an IV catheter.
  

  There is no resolution, Opie was treated symptomatically and the treatment plan that was approved by ********************** was followed.  As far as the accusation that "we lied about our abilities to perform an ultrasound", none of our general practitioners preform ultrasounds, however, we do work with two ultrasonographers in the Wilmington area and utilize their services when needed.  One of these Veterinarians travels to general practices, while the other, utilizes space at the Animal Emergency and Trauma Hospital / Eastern Carolina Veterinary Referral (which is where we recommended ********************** take Opie as that would be gold standard).
  The estimated cost of supportive care for the 3 days of hospitalization was between $1,604.26 - $2,078.74 (again, an ultrasound was never quoted) and the total bill at check out was $1,736.44, which falls in the range that ********************** signed and approved, please see attached signed treatment plan and final invoice, as well as the medical records where we communicated with **********************, see highlighted areas for obvious communications.

  Customer response

  03/08/2023

   
  Complaint: 19412022
  
  I am rejecting this response because: once again there is no resolution.  I was quoted for 3 days not 1.5 which is how long he was in there.  Also, I asked if the quote included ultrasound specifically and the lady said yes. I was also told, after you knew that his white blood cell count was so low that he might need a blood transfusion, that you couldnt perform blood transfusions and he would be better off at the clinic that COULD perform ultrasounds and blood transfusions. I was lied to about your capabilities in the very beginning when you KNEW that he was in critical condition- ethically- you SHOULD have told me to take him to ER because you werent capable and charge much more for minor things that you did that they could do better and for less. You people just want to rip people off who are in vulnerable situations! You KNEW he shouldve been taken to ER! You KNEW you couldnt do blood transfusions or ultrasounds! But you kept him anyway because your staff said you were capable of those surgeries and ultrasounds! I was lied to, my dog was in danger even longer than necessary AND I was robbed.  The fact that youre still sending and saying the same exact things just tells me that you have no desire to make things right.  I dont have to live with myself doing what you people do to pet owners and abusing their animals. You do.  You have no integrity. You are money grubbing con artists. 
  
  Sincerely,
  
  *********************************

• Initial Complaint

  09/01/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I scheduled appointments for my three dogs. I was sick the entire month of August and informed the vet office that I was unable to bring in my three dogs. I received a bill for missed appointments today. No where in any of the messages or emails or the text alert did I receive notice that I would be charged for missed appointments.

  Business response

  11/16/2022

  Business Response /* (1000, 5, 2022/09/02) */ ***** ****** scheduled exams for three of her pets with us and confirmed the appointment via email as well as confirmed via AllyDVM which is a platform our practice uses to communicate with clients. This platform/app allows us to send reminders, emails, and text messages to clients. It also gives us the ability to see when clients open and read the messages with time stamps, which we have included as an attachment to this response. This is important because Ms. ****** claims she was "never told" about the missed appt fee but on the correspondence, she has opened and read, it clearly states in red font that there is a missed appt fee if appointments are not cancelled with 24-hour notice, which she opened on August 25th at 12:38pm. Our reception team also informs clients of this at the time of scheduling about our failed appointment fees, we called and left a voicemail for Ms. ****** with instructions for the appointment such as to arrive by 9:45am, please bring in a stool sample for each pet, and to bring a mask to wear while in the exam room as well as our $55.00 failed appt fee, these notations are made in the appointment notes/medical records. Ms. ******'s appointments were scheduled for 10:00am on August 26th and she sent an email at 8:58am on the 26th (45 minutes prior to requested arrival time) stating, "I'll need to reschedule. I can't make it this morning." This was not enough time for us to offer the appointments to others we had already turned away due to availability. Therefore, three missed appointments fees were placed on her account (one for each pet) as is our standard of care. Given the circumstance of the cost of three failed appointment fees as well as her attempt to let us know she would not be coming for her appointments, (even though this was not within the appropriate time frame) our hospital manager made the call to remove the failed appointment fees after reviewing the monthly statements and advised one of our Client Service Representative Supervisors to reach out to Ms. ****** to let her know to please disregard the charges she accrued as we would waive those fees at this time. The Supervisor had not had a chance to reach out to Ms. ****** prior to Ms. ****** sending out her email letting us know her thoughts on the situation. Multiple attempts were made to contact Ms. ****** via phone after receiving her email, however, Ms. ****** refused to communicate with any of our staff any further to come to a resolution. A final email was sent via our Assistant Hospital Manager trying to come to a resolution and informing her the failed fees had been waived, to which again, there was no response. It is always our intention to work with our clients when unexpected things happen but to work with clients, they must be willing to talk with us. This was a completely avoidable situation with an easy resolution.

• Initial Complaint

  08/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Mis labeled my breed of dog, even after being given my dogs previous vet records, refused to chage it , and charged me a fee to even talk to me aboit it. now because they are my most current vet I cannot find a place to live. Also inconsistent charges of same services I've received.

  Business response

  11/10/2022

  Business Response /* (1000, 5, 2022/08/26) */ ***** ****** came into our office for a technician appointment Friday, August 19th at 3:00pm with her dog ********* **** ********** From the moment Taylor, our Tech Manager went to get patient from Ms. ****** to bring to the treatment room for the services she was scheduled for, Ms. ****** was quiet challenging. Immediately, Ms. ****** demanded we change the breed we had listed in our computer software from Pit Mix to Catahoula Mix because she was unable to apply to certain apartment complexes that have breed restrictions on "Pit Mixes". We had three doctors working on August 19th and each one was asked if they would feel comfortable changing the breed from "Pit Mix" to "Catahoula Mix" in the patient's medical record. Each of the three doctors separately stated there were no physical characteristics of a "Catahoula" and they would not sign their name to anything stating this was a Catahoula breed. This information was relayed to Ms. ****** in the lobby, where she became very frustrated. We recommended that she have the dog DNA tested, to which she responded, "DNA tests are indeterminate and debatable". Ms. ****** stated that it was going to be changed! I let Ms. ****** know that altering medical records is something only a DVM can do and if they are not comfortable changing the record without DNA confirmation that Charlotte was a Catahoula Mix then we would not be changing the record. Ms. ****** then stated they do not have to sign anything just change it. It was explained to Ms. ****** that they (the doctors) would have to sign something, a rabies certificate. Explained that Medical Records are legal documents and cannot be altered out of convenience. Explained to Ms. ****** that as of December 31st, 2020, per New Hanover County Animal Control Office we were no longer able to just list breed as "mixed", it needed to reflect physical characteristics of the primary breed, which in ********* ******* case was Pit Bull. Ms. ****** was unsatisfied with the information being provided and stated she now did not want anything done regarding services with our practice. Let Ms. ****** know that the services had already been provided and we would get her checked out. After Ms. ****** left, we reviewed record and the new client form she filled out when she established care with our office in October 2021, when asked the breed of ********* **** on the new client form, she listed "Catahoula/Pitbull Mix". The three doctors working on August 19th have provided signed statements which are attached, confirming the primary breed seen when examining Charlotte **** is Pitbull. As far as Ms. ******'s claim that we charged her a fee to let her know the policies of New Hanover County Animal Control, that is inaccurate. The only charges accrued for that day were for the administration of Cytopoint (an injection for allergies), the "DVM Consult" fee is for the calculation of the Cytopoint dose which is our standard of care with all Cytopoint injections. These statements from the doctors, the invoices showing charges, and the new client form filled out by Ms. ****** can be provided.

• Initial Complaint

  12/21/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  So I ordered my 3 dogs Heart worm meds on there online store and was denied because 2 of my dogs are not up to date on there worm testing at this time, I told them I can not afford to do both dogs at this time as the charge approx 283.00 each for the visit. the med alone cost 318.00 and they must have that each month. I am already behind one month as it is. I want to bring my dogs in but can not afford it right now. So they are holding the perception over my head until I do. The office manager would not bend in any way, stating I could get a credit card thru them no doubt to pay office visits! I don't need a cc card. Running up a bill is no answer! Again trying to force me to do something I don't need or want. She them proceeded to quote some recommendation by there Vets governing body and that that is there policy as well. SO HOW UNETHICAL IS IT TO HOLD OUT MONTHLY MEDS CAN YOU GET! Would your doctors office prevent you from buying aspirin until you see them! This is something they must take each month regardless of anything else. So the MANAGER told me it was not her problem! Would not listen to anything else and hung up. So here I am I WOULD NOT EVER TAKE MY PETS TO THEM IF I WERE YOU! It's only a matter of time before you get told " Its not my problem" I love my dogs and will do anything to take care of them with in reason. These people seem to be only interested in the money. I dough any vet there will have the professionalism to call me back and apologies for there office managers totally UN-Professional manner. In the interim I will be looking for a different vet. **** shame!

  Business response

  05/05/2022

  Business Response /* (1000, 5, 2021/12/22) */ We are so very sorry to hear of your recent experience. One of the most important criteria for the delivery of quality veterinary medical care from clinicians and staff members at College Road Animal Hospital is a polite, effective, comfortable, and open avenue of communication between our staff and our clients. Our staff's number one priority is the well-being of our clients' feline and canine companions, and we pride ourselves in being devoted to this enterprise. Our hospital is more than happy to dispense prescription heartworm medications as long as the canine patient is current on the annual physical examination and heartworm testing required. Prescription medication (Rx) products are very different from aspirin, which is an over-the-counter product you can pick up at your local pharmacy. Prescription medications can be dispensed only by or upon the lawful written order of a licensed veterinarian. In terms of financial constraints, our office does provide financing options for our clients. If you would like to reach out to further discuss these options, we would be very much open to having a respectful dialogue.

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