ComplaintsforGreenbrier Animal Care Center

• Initial Complaint

  12/30/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my dog there for an ear infection paid **** for the visit and medication in October the ear infection never went away after the two antibiotics prescribed I called them to make another app for the same ear infection in the month November and was charged and additional **** for the visit and medicine now three weeks later the ear infection is still here now they telling me I have to pay for the third time to check out the same ear that they were supposed to take care of two months ago

  Business response

  01/24/2022

  Business Response /* (1000, 5, 2022/01/03) */ Pet was originally presented 10/18/2021 for update preventative care and an ear infection that had been going on for approximately a month. Pet received an examination, three vaccinations and in-house heartworm test for preventative care. Ear cytology was performed and revealed significant infection of the right ear canal, left ear was normal. The right ear was pus filled and showed 3+ cocci and 3+ rod bacteria. Results were discussed with owner and it was explained the Rod bacteria can be difficult to resolve. Recommended both oral antibiotics and antibiotics for the ear itself. ************ was prescribed for oral administration and ******* **** with ************ and ************* were prescribed for administration in the ear canal. A non-steroidal anti-inflammatory drug, ******** was also dispensed for pain and inflammation. Owner was instructed to return with pet in 14 days for a recheck to evaluate improvement and make any needed treatment changes. A follow up call was made on 10/20/21 and owner reported pet was doing much better. Owner was reminded of recheck in 12 days. Owner returned with pet on 12/10/21 for right ear having green discharge again. Owner reported the ear had seemed to resolve for several weeks and then started bothering him again. Ear cytology revealed 3+ cocci and 3+ rods again. After discussing with owner that the ear had improved but then returned, we dispensed medications to owner again and advised most likely had not completely resolved the infection. Stressed the importance of rechecking the ears in 2 weeks to evaluate treatment progress. Owner seemed to understand and agreed to return in 14 days. ************ and ******* were dispensed again with instructions to recheck in 14 days. Follow up call to owner on 12/13 and he reported the pet was doing better and he was doing good getting ear wash in the ear. Owner called on 12/29/21 and requested more medications. Receptionist advised pet needed a recheck and an ear cytology to evaluate which medications to prescribe as previously discussed with owner. The ear recheck charge and ear cytology are *** total as shown on his recheck 12/10/21. The owner became very angry and verbally abusive to staff over the phone. Attempts were made to explain the situation and why the new ear cytology was requested. Owner kept shouting how much he had already paid and started cursing the reception staff. At that point, we recommended owner find a different veterinary clinic and asked where we could send his records. Owner hung up and posted a negative review on ******* The pet being treated weighs ****** Unfortunately Rod bacteria require stronger antibiotics and these do get expensive in a large pet. This was explained to owner and until the phone call, he had been very understanding. The *** charge for a recheck and ear cytology is clearly within professional standards and the cost of medications is quite competitive. The standards for quality of medical care are clearly met by treatments and diagnostics performed. I understand chronic ear infections can be frustrating but the owner's actions were inappropriate and out of bounds. Staff members should not have to endure the outbursts displayed by this owner. I have enclosed a copy of the two invoices from 10/18/21 and 12/10/21 listing all charges. Please let us know if you require any further information regarding this complaint. Consumer Response /* (3000, 7, 2022/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the dog needed stronger medicine because he's ***** why did they prescribe the same exact medicine the second time when it clearly didn't work the first time I do not think it's fair that I have to pay several times for the same problem they told me I could come in for a third time and I would have to pay once again now with me being upset on the phone with their staff justify them not treating my dog and I equally makes you wonder Business Response /* (4000, 9, 2022/01/06) */ The statement referencing the antibiotics was an attempt to explain why the pet was prescribed an antibiotic that cost **** There are less expensive antibiotics that would not have been appropriate for this infection. The same antibiotics were prescribed the second time due to the fact the infection improved and appeared resolved from 10/18/21 until 12/10/21. It was explained to the owner that the infection may not have been completely cleared and the reason it returned. The treatment plan was explained to the owner and there were no complaints at the time. The owner was not turned away because he was unsatisfied. The owner was turned away due to his abusive behavior on the phone and how he expressed his dissatisfaction. The owner was provided services and medications for the amount of money he was charged. Chronic ear infections can be challenging and frustrating. The owner is not entitled to free services if a medical condition does not resolve after one office visit. Again the owner's behavior was over a *** recheck fee that included an ear cytology. Again these services are necessary to properly medicate and treat ear infections. Had the owner expressed his dissatisfaction in a proper manner, he would not be turned away. We are not obligated to continue to provide services to people who choose to abuse our staff. We will be happy to forward records indicating diagnostic tests and treatments provided to another veterinary clinic in an effort to assist the owner in resolving his pet's ear infection.

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