ComplaintsforBethel Animal Hospital

• Initial Complaint

  02/29/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am 77 years old. I have three dogs so I have to be careful with my budget. I have been with this practice since 2015.

  On 2.26.24, my wife and I took our miniature cocker spaniel, 5 years old, with an ear infection to the Vet. Before the Vet came in, the tech said to me "next month she was due for a distemper and heart worm test, but if you do it today, it would save me another trip out, and I wouldn't have to pay for another office visit, about $60." I agreed to the distemper adn worm test. She held out a form for me and said: "You'll have to sign this first". 

  I was upset,  the dog wasn't well, so I didn't read the form, I just thought it was an agreement for the heartworm test and distemper. Then she said before we do anything you've got some papers we need you to sign. When they examined the dog, I witnessed everything they did. They did take her to another room, and I didn't see what was done there. I was told I would receive test results and I would receive them the next day. I still don't have any results. 

  A routine heart worm test costs $81. My bill came to $487.26. The bill does not include a heartworm test, but it does have a young dog screening for $214.73, this is not what I asked for or approved. 

  I called the office manager multiple times, but she would not speak to me. Yesterday, I talked to her, and she rudely told me I was responsible for the bill and had signed for it. 

  I have filed a dispute with my credit card. 

  Business response

  02/29/2024

  Attached documents of interactions between client and hospital as well as attached signed estimate by owner agreeing to services and diagnostics.

  
  
  Dear Mr. ******* & Mr. *****,
  We hope this letter finds you well. It is with regret that we write to inform you of our decision to terminate our relationship with you as a client of Bethel Animal Hospital. After careful consideration and review of recent events, including interactions with our team members and your expressed dissatisfaction with our care, policies, and services, we believe it is in the best interest of both parties to part ways.
  We understand that effective communication and a positive working relationship between our team and our clients are essential components of providing quality veterinary care. However, it has become evident that recent interactions between you and our team members have fallen short of the standards of professionalism and mutual respect that we strive to uphold at Bethel Animal Hospital.
  Furthermore, we acknowledge and respect your concerns regarding the care, policies, and services provided by our clinic. While we regret that we have been unable to meet your expectations, we believe that it is important for both you and your pets (Marie, Prince Charming, and Princess Royal) to find a veterinary care provider that aligns more closely with your needs and preferences.
  Effective immediately, Bethel Animal Hospital will no longer be providing services or care for your pets. We kindly request that you arrange for the transfer of your pets' medical records and any pertinent documentation to your new veterinary care provider. Should you require any assistance or information regarding this transition, please do not hesitate to contact us.
  We would like to express our gratitude for the trust you have placed in us to care for your pets thus far. It has been our privilege to serve you, and we sincerely hope that you find a veterinary care provider that better meets your expectations and needs.
  Thank you for your understanding and cooperation in this matter. We wish you and your pets all the best in your future endeavors.
  Sincerely,
  
  
  Bethel Animal Hospital

  Customer response

  02/29/2024

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 21364449
  
  I am rejecting this response because:  Because of Bethel Animal Hospital's rudeness and deceptive business practices I immediately had all the paperwork on my dogs transferred to another Vet. Part of the bill for services in the amount $487.25 was supposed to be a heart worm check (drawing blood - then getting back with me the nest day with the results. This is standard protocal. If the results are negative u begin giving the dog the preventative. If the results are positive u arrange for the the dog to be treated for the condition. Nowhere on the enclosed invoice does it say a Heartworm blood draw was performed. If indeed it was again it is standard protocal to itemize the blood draw and lable it as such. What Bethel Animal Hospital did do in the line of blood work is something of a cryptic nature called Young Dog Wellness Screening which coiuld be anything. It is also a proceedure most pet insurers know nothing about or what it entails. I was told the dog was going to have a blood draw for Heart Worm testing not nebious ennuni to pad the bill which could be anything. Secondly Bethel Animal Hospital failed to follow through with notifying me with the results  of tests done/  Again, this is standard protocal. If the provider performed blood work the said owner or owners of the pet are notifed with the results. Baiscally what we have here with Bethel is an over priced rip off vet looking for any excuse to pad the bill. Personally I am, glad my pups are out of there and into a more professionally run animal hospital;. However that does not get Bethel Animal off the hook for not performing an actual heart worm draw, itemizing as such and making me aware of the results. As I previously stated " Young Dog Wellness Screening" is a nebuous term and means nothing.
  
  Regards,
  
  ******* *****

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