ComplaintsforSummit Pet Hospital & Care Center

• Initial Complaint

  02/09/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My pet yorkischon had surgery on February 14,2022 to remove a stone that was blocking her from urinating.Since then she has had issues with her urine.We have been trying to do further testing with the vet for almost a year. They have come up with nothing. My pet wears diapers and has a terrible odor. The last test they did was a 2 part test. They got a blood specimen from her jugular vein in her neck. Results for the 1st test were negative. So we were waiting on the results for the cortisol test for her kidneys. Nobody was getting back to me. Finally the vet called (after 2 weeks) and apologized. She said there was an error either on the vets fault or the Labs fault but the blood was thrown out and no cortisol test was done. The vet said unfortunately they had to draw more blood from her jugular and clearly I was upset.I did pay for the1st test. When I went to get the results of the second test the vet tech came out and handed my pets kidney results which were Negative. I was shocked that nothing was found.The tech never asked me for a payment and never came up with yet another solution or test.I left and when I got home I realized I need to go for a second opinion.I made an appointment for her and summit vet released her records. My dog was treated and found it she had2 serious UTI’s.She is on the mend now. I made an appointment for my other pet at my new vet this week and was told that Summit would not release his records until I paid a bill for ****’ s kidney test. I was told that a vet can not by law withhold my pets records. We went up to summit and they will not release **** records. I explained nicely that their should be a compromise between myself, summit vet, and the lab. I should not have to pay the 157.00 dollar balance for everything my pet was put thru. I called the lab and they would not answer any of my questions . Told me to go back to the summit Vet. My other dog cannot be treated for a exam until they release his records. Can you help?

  Business response

  03/01/2023

  Thank you for bringing this matter (ID ********) to our attention. We strive at Summit Pet Hospital to take the best possible care of our clients and their owners. We realize that it can be frustrating to owners when a problem can not be answered immediately. Summit Pet Hospital proudly takes steps to be minimally invasive and to help the owners afford the treatments that are recommended. 
  

  The owner brought **** into the veterinary office to be seen by the Doctor on 10/4/22. At that time, a urinalysis with sedimentation was completed and sent to the lab. The results were negative. The owner called a month later and asked for something to help, but did not want to bring **** in for another exam or a multi-stick urinalysis. The Doctor prescribed Proin ER 38mg to be refilled monthly, to help. with the urine leaking. Refills were not requested by the owner. The owner called the beginning of January because things had not improved. She declined an appointment with the doctor. A blood glucose test was completed with results within normal limits. The owner decided to do bloodwork, as was recommended by the Doctor - a Vetscreen/CBC through Antech. The owner gave verbal permission for each of the tests. The Vetscreen/CBC was with in normal limits and did not show infection. By the time the owner was given the results and the decision was made by the owner to run the Cortisol test, the blood sample was no longer viable. A second blood draw was necessary to process the Cortisol test and receive accurate results. This test was also with-in normal limits and did not show elevated cortisol. 
  

  The owner was given appropriate discounts to offset the amount of the second blood draw. Summit Pet Hospital did not charge the owner the 'Technician fee' for the Blood Glucose check, the Antech Vetscreen/CBC nor the Antech Cortisol, Resting. In addition, appointments with the doctor were waived and her time for consulting was not charged. The results for each of the tests were given to the owner. The amount of $157.90 is the amount for the testing, not our time. The amount in full is expected and appreciated so that we can continue our mission to help both people and animals live their best life. 
  

  Summit Pet Hospital is sincerely happy to hear that **** is doing well and that her owner is now happy with her care. 

  Customer response

  03/05/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
   
  Regards,
  
  ******* ****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩