ComplaintsforVinton Veterinary Hospital

• Initial Complaint

  08/31/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Our dog **** had a growth develop rapidly on her neck. On August 22, 2022, *** ********* did a needle aspiration and upon seeing tissue and blood cells, recommended a biopsy. My husband and I both said ok, but we wanted it removed, regardless. He agreed, saying he would do the same for his pet. On the 25th, my husband dropped her off and asked the receptionist and vet tech, "she's written down as a full removal right?" They both said yes. When I picked her up they told me they DIDN'T remove the growth, maybe because it was too difficult. I paid $464 (with my husband's military discount) for a biopsy only. A friend had her dog at another local vet the same day having THREE growths removed...less than $300. *** ********* called that evening and said there must have been a miscommunication. I said, yes, you were supposed to remove the growth. He said he never remembered that. I told him that's what my husband said on the 22nd, and what I said when he gave me the results of the needle aspiration. He said he still didn't recall. I told him my husband verified it with both the receptionist and the vet tech that morning. He said, that’s the problem...you didn’t talk to the person who actually PERFORMED the surgery...if you went to the hospital for one surgery and mentioned to a nurse that you wanted to have your leg removed too, do you think the doctor would do it? I told him that wasn’t the same and he knew it. He laughed and said he only worked up an estimate for the biopsy, and that if he HAD done a removal, it CERTAINLY wouldn't be JUST $500. Then he said NO doctor would remove a growth until they knew what it was. I used to work there. I've also been a pet owner my whole life and have had many that have had growths removed. The doctors always asked if you WANT a biopsy done, but never said a removal can’t be done without a biopsy first. The expense is one thing...but now **** has to have ANOTHER surgery. After 35 years, I am moving to another animal hospital.

  Customer response

  08/31/2022

  My husband was given the estimate of the cost on Monday, August 22 on ****** first appointment with Dr. *********.  My husband said because of the location and the fact that it had grown so rapidly, we wanted it removed.  The doctor said he would do the same if it was his pet and said it would be around $500.  When he called that evening to tell us that the needle aspiration showed lots of tissue and blood cells...not saliva, because we had suspected an enlarged salivary gland...he said he would recommend having the surgery done within the next few days...as soon as they had an opening.  That's when I reminded him we wanted it removed completely....like my husband had asked for in the appointment. He just said, ok and that we would have to call the office to schedule. My husband called the next day and they scheduled her for Thursday, the 25th.

  Business response

  09/09/2022

  Discussed issue with veterinarian that treated this patient.  Without a biopsy, there was no way to determine if he could do the surgery or the pet would have to be referred out.  While we are unable to say exactly what verbal conversation was had with the owner the day that **** was dropped off, we did present an estimate which clearly states that there would be a biopsy and not removal and the owner signed the document after reviewing.  In addition, the day before, the consent form was presented via phone and authorization given for histiopath, not removal.  Please see attached.  

  Customer response

  09/12/2022

  They have produced a letter that my husband signed outlining the details of the procedure the day of the biopsy.  He said he did not read through the medical terminology, but relied on what the vet tech SAID...that the tumor would be removed.  I accept the fact that they have this document...even though a copy was not given to us.  But what I will not accept is their extremely rude behavior.  The office staff is not concerned with customer care and the doctors are arrogant and condescending.  I worked at this hospital years ago with *** ******* and I would NEVER have treated a customer the way we were treated. After 35 years, I will be taking my pets elsewhere and will tell everyone I know to do the same.  

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