ComplaintsforMetairie Small Animal Hospital, Inc.

• Initial Complaint

  04/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charge alot and did nothing. I paid $400. for ER services after hours. My dog was misdiagnosed and sent home in worst condition when he arrived. He was prescribed Flagyl 500mg medication, which he did not need. He wasn't eating only drinking due to him having a fever. (Flagyl is for diarrhea) Eight hours later we returned to a local vet and spent another $300. where he received an injection and antibiotics for his Kidney infection. Our dog suffered thur the early morning hours with a fever an medication that did not help his condition. I spoke to the Hospital manager, I requested a partial refund for the medication that was not needed and the unnecessary x-rays that were chest x-rays which did not diagnosed his Kidney infection. This manager was very rude, she even told me to shut up. Disrespectful & condescending We don't have human children our animals are our children and I don't compromise when it comes to there health. I was over charged for services not rendered.

  

  Business response

  05/10/2021

  "A****" ****** was presented to Metairie Small Animal Hospital on April 26, 2021 at approximately 11:30 pm.  The intake paperwork completed by the pet's owner indicated that the pet was "low energy, no appetite/no water, struggling to breathe, no bowel movements/no urine."  See attached paperwork completed by owner.  On physical exam, A**** had no fever (temp = 100.4--normal for a dog), non-painful abdomen, soft stool in his rectum and an enlarged prostate.  Based on his exam findings and the presenting complaints, Dr. Matthew L***** suggested chest radiographs to try to isolate the cause of the difficulty breathing--that being the most serious complaint.  The radiographs were completed and showed no significant problems.  These were also sent to a board certified radiologist to review, and he confirmed that.  At this point, we offered to hopitalize A**** and perform further diagnostics to better understand what was going on.  The owner declined hospitalization and further diagnositics and instead said they would bring A**** in to see their regular veterinarian in the morning.  Dr. L***** administered subcutaneous fluids to A**** and sent him home on an antibiotic.  His instructions to the owner were to return A**** to the hospital if he worsened and to check with their vet in the morning for further workup to rule out a Urinary Tract Infection, Prostatitis and to run full bloodwork.  

  The owner did speak to one of our managers requesting a refund.  We did not honor that request because all of the services rendered and paid for were in line with the issues presented by the owner.  Nothing done was excessive, nor was it enough to offer us a definitive diagnosis.  Unfortunately, sometimes that happens.  We are not able to predict what problems a pet is having without running diagnostics to confirm it.  This was not done at the owner's request that evening.  We did not feel that a refund was warranted as we did all requested services and gave the owner the best medical advice we were able to based on the information we had.  

  Attached please find the intake paperwork completed by the owner as well as Dr. Matthew L******* medical notes from that night and the letter sent to the owner's regular veterinarian noting our recommendations.  If you need further information feel free to reach out to me.  

  Amy K******

  Practice Manager

  Metairie Small Animal Hospital 

  Customer response

  05/11/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 15415497, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Provide details of why you are not satisfied with this resolution.]
  Our baby died in pain less that 24 hours after leaving this clinics.  A**** had an enlarged prostrate and a Kidney infection, which was not diagnosed or treated at Metairie Small Animal Hospital.  A**** 

  was brought there with a fever, not eating or drinking.  He was sent home with Subcutaneous fluid and Flagyl. Flagyl is for diarrhea which he did not have because he hadn't eating anything is 12 hours. The vet spoke to me via telephone stating he had an enlarge prostrate and a fever.

  He would send him home with fluid and medicine. (NOTHING ELSE WAS SAID, A**** DID NOT RECEIVE ANY AN ANTIBIOTICS.) Those liars!!

  
  

   The next morning A**** went to a local vet where he was diagnosed still with fever and Kidney infection,  given an antibiotics injection and Amoxicillen. We return home he climb on to his bed and he never moved again. Eight hours  later, we returned to MedVet 

  his body was toxic, fluid in his chest. Blood pressure and glucose levels to low to read, Dr. Jenna C******  stated  he was really sick and there was nothing that could save him. We had to had to Euthanasia our baby. 

  I am forever broken hearted that I trusted the incompetentness of Metairie Small Animal Hospital  and Matthew L*****  with A****. Had Matthew L***** done is job , Myself,  my family  or our baby would not have suffered and  A**** would be alive.  I do intend on filing a complaint with the Board of Veterinarian medicine .

  
   
  

  

  Business response

  05/25/2021

  I am sorry that our previous reply was unsatisfactory to the client.  However, we have not changed our opinion that this pet was treated based on the presenting complaints and was treated appropriately by our veterinarian.  We realize that ultimately the pet passed away but we do not feel that the services we provided worsened the condition.  This pet was not misdiagnosed nor were the treatments initiated unwarranted.  The most severe presenting complaint was trouble breathing, which is why the chest x-rays were performed.  We cannot treat a pet for something we cannot diagnose--there is no way to definitively diagnose a kidney infection without running labwork.  In this case additional diagnostic tests which could have led us to a more definitive diagnosis were declined by the client.  

  We are very sorry that this did not have the outcome that everyone wanted, but we do not feel that we could have treated the pet any differently given the information that we had.  This client was not overcharged and was not charged for any services that were not rendered.  All of the charges were appropriate and all of the treatments were warranted.  We will not be issuing a refund for these services and do not know how else to answer the questions regarding the care provided.  

   

  Sincerely,

  Amy K******

  Practice Manager

  Metairie Small Animal Hospital

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