ComplaintsforMountain West Veterinary Specialists, PLLC

• Initial Complaint

  08/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I don't know the exact date but it was within the last 2 weeks(today is 08/08/2023). I took my rottweiler in on emergency basis. His symptoms were liquid diarrhea, unable to eat or drink for one week+, and extreme weight loss. The first person I talked to told us they wanted $450 for blood work, imaging, and ultrasound. At this time I said I would only like blood work done and we can go from there. When this person who wasn't the vet came back they gave us results for imaging and ultrasound that were normal I said I only wanted blood work but was ignored as the staff member continued on with blood work results which indicated some sort of liver/kidney failure and they believed it was one of two issues. They asked for an 1800$ for further testing or offered an option of just treating based on what they knew for only 900$. I chose to take the $900 course and we were discharged. The medication they gave was an antiparasitic, a probiotic and an antibiotic, none of which addressed the one of two problems they said they felt like was causing my dogs illness. My dog is still not well. I paid a massive amount of money for services I didn't not authorize in regards to the imaging and ultrasound and care I did not receive in regards to their lack of treatment to address my dogs health. I still have not received an email with their notes as they said I would.

  Business response

  08/14/2023

  We are sorry that our services did not meet your expectations. Prior to this complaint being submitted, our office tried contacting you via phone two separate times to discuss your concerns and address some of the inaccuracies on a Google review that was left. Another attempt was made after this complaint also with no success. A message made directly through our business website was sent by the owner after this attempt to contact them via email. After further review, a mistyped email was found in our records which is why the paperwork was not sent directly to the owner, we have apologized for this error and it has been sent to the owner since. 

  
  An email was sent to follow up with the owner in hopes we could discuss this further via phone. They have declined to do so. This complaint details diagnostics that were not performed as well as diagnoses that are not accurate. The owner verbally approved via phone for a Critical Consent that can include anything from bloodwork to radiographs due to the presenting symptoms of their pet. 

  
  A Veterinarian discussed both the diagnostic results and recommendations to work up possible diseases with further testing. Due to financial constraints, this was declined and the owner elected symptomatic support which includes the medications discussed. 

  
  We understand the stresses that come with a sick pet and understand the frustrations when an answer is not able to be provided. We have tried to discuss this further via phone with the owner but do not feel there will be resolution.
  

  
  

  Customer response

  08/14/2023

  
  Complaint: ********
  
  I am rejecting this response because: there is no resolution,not even any accountability. We did communicate via email at which point I told them if they were just going to continue arguing do not continue messaging me. I stand firm I never spoke with anyone that identified themselves as a vet nor presented themselves as such. I did not authorize anything beyond blood work. My boyfriend was with me through all of this and was sitting right there when I said I only wanted blood work done. He also says he had no idea if the one girl was the vet because she didn't identify herself as such and definitely didn't present as knowledgeable as we thought a vet would be. 

  
  Sincerely,
  
  ******** *****

  Customer response

  08/14/2023

  I would like to be refunded less the cost of the blood work and the medications. I agree to pay for medications received regardless of wether or not they were what we should have received and the blood work because I did want blood work done. I would like to be refunded for all other charges as I specifically requested ONLY blood work. 

  Business response

  08/15/2023

  We appreciate the prompt response by this client and look forward to a resolution. At this time, we see no issue of refunding the radiographs for this owner in the amount of $260.00. As this client stated the remaining costs include bloodwork, medications, and an ER consult. We have the card on file that was utilized during this visit that can be processed today once we get approval. 

  Customer response

  08/15/2023

  
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Subject: Veterinary *********** care provider We took our cat, Kit, to this ER for treatment of severe vomiting, constipation, pain, and drastic personality changes.Date Seen: 3/26/22 Amount: ******** Requested complete refund due to lack of performance of proper tests (ultrasound) with failure to diagnose and exercise standard of care which worsened our cats condition.(1) Company diagnosed a condition that did not exist. They indicated that the foreign body had moved to the colon and would pass naturally. They should not have discharged the cat prior to defecating if it was a foreign body. Monitoring of the litter box as well as a second opinion based on those X-rays notes that it was an improper diagnosis.Because the diagnosis was incorrect, this resulted in the condition of gastroenteritis in our cat to worsen.(2) Our cat required 3 extra nights of hospitalization at other facilities as he vomited immediately upon returning home. A recording of the sounds the cat made before vomiting was sent for review. The veterinarian at Mountain West said it shouldnt be anything to be scared about.This was very incorrect as subsequent studies found severe gastroenteritis/pancreatitis requiring specific medical treatment, the symptoms of which would have been lessened by earlier treatment that was not initiated due to the incorrect diagnosis. Gastroenteritis with difficulty emptying the stomach is a lot different than a foreign body.(3) Attempts to resolve through the company have failed. Company offered a partial refund of ******. However all remaining treatment stemmed from the initial incorrect diagnosis.Tried resolving in writing but the company said my emails were harassing even though they directly pertained to the standard of care as they documented an extensive history of the company prematurely discharging animals without a diagnosis.Of 328 reviews, about 100 of them assert standard of care issues.

*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. ↩