ComplaintsforUpstate Veterinary Specialties
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Complaint Details
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Initial Complaint
01/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On 12/31 I brought my dog to UVS for dehydration. Prior to arriving I called and was told they were not admitting. The tech that triaged my dog said she looked good and it was not an emergency. Vet diagnosed her with pancreatitis with no biopsy and administered unnecessary medication. My regular vet confirmed there was no way it was pancreatitis. We paid $930 to a vet that was dishonest and looking to make a quick Buck. My dog somehow went from non urgent to critical in their eyes with zero medical evidence. I’m seeing a refund for the unnecessary treatment that was not needed for her care.Business response
01/20/2023
Upstate Veterinary Specialties: Thank you for bringing this matter to our attention. Our Chief Medical Officer and Hospital Owner, Aaron Wey, DVM, DACVIM, contacted Mr. **** on January 17 and spoke with him over the phone. We listened to his concerns and found areas of improvement. After a full medical review of his account Mr. **** will receive a partial refund of $791.47. Mr. **** was appreciative of our proactive communications and accepted this resolution. Thank you, Kimberly B**** Communications Manager Upstate Veterinary SpecialtiesCustomer response
01/20/2023
Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Regards, ******* ****Initial Complaint
09/15/2021
- Complaint Type:
- Billing Issues
- Status:
- Resolved
This is in regards to Upstate Veterinary Services in Latham , NY . On Sept 4 my Greyhound got an injury. It was a SAT so I went to this ER. The diagnosis was a severe sprain. No breaks that they could see on the X ray of the leg .But as a precaution they would call me the following day ( Sunday ) if another Vet saw something else . I heard nothing all weekend. They finally called me on Wed the following week. Yes there was a hairline fracture. So I took her to a Specialist . She had multiple fractures . Not just one. And so much time had passed they could not perform surgery. So she is now in a splint for 8 weeks. If it does not heal the leg will be amputated. The incompetance of this Emergency Vet Service is just wrong. Not only that but I waited 5 hours in the waiting room because apparently a dog with a possible broken leg is not that serious. Because she was not whelping in pain they thought she was fine.THe charges were outrageous & the diagnosis was inadequate .Business response
09/27/2021
We received documentation of this complaint filed with the Better Business Bureau on Sept 17th, 2021. The complaint pertains to medical care provided by our Emergency Department to “*****”, a 7yr old female Greyhound dog owned by Ms. **** ******. ***** had injured her left rear limb and Ms. ****** was advised that there was no fracture evident on radiographs (X-rays) of the limb. Subsequent review of the films revealed that there was indeed a fracture in the left tarsus, and the owner was contacted about the findings 4 days later. Ms. ******'s complaints are that the emergency assessment was incorrect, the wait time in the emergency room was too long, and the duration of time that elapsed after *****'s visit would make it impossible to perform surgery.*****s case was reviewed by the Medical Director, and it was confirmed that our standard of care was not upheld in managing her case. Based on this information the client was given a full refund for the charges incurred during her emergency visit. Review of the medical record from the surgeon that subsequently evaluated ***** makes it clear that it was not too late to perform surgery, but that the owner elected conservative care (splinting) as an alternative. Lastly, while it is unfortunate that emergency room wait times are long, this is a reality of emergency care and is dictated by triage of both walk-ins and inpatients as well as availability of emergency staff.
A message log documenting communication with the client and resolution of this complaint is attached. Please contact me if you have any further questions or concerns.
Aaron C. W*** DVM, DACVIM Owner/Medical Director – Upstate Veterinary Specialties, PLLC
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Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.