Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:03/26/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called to inform WSU Hospital that I was heading in with my dog for a C-section. I was quoted a verbal estimate of $3,500.00 over the phone.Upon arrival, I was asked to leave a $4,000 deposit, and I was given a written estimate that ranged from $4,004.00 to $5,654.00. When I questioned why the estimate and deposit exceeded the phone estimate, I was told it was in case of unexpected complications and that any unused amount would be refunded. After the procedure I asked the staff directly if anything unexpected occurred, and they confirmed that it had not. However, the final bill I received was $1072.65 over the verbal estimate I was given.When I questioned the overage:The CFO informed me that the base cost of the C-section was indeed $3,500.00, but the additional fees were due to the operating room transfer and emergency/after-hours charges. However, *** was fully informed prior to my arrival that this was:An emergency C-section Occurring on a weekend night A planned transfer to surgery They had all the relevant information to provide a more accurate estimate but failed to do so, and those additional charges were never disclosed during our phone call or during the written estimate process. I am requesting:1.A formal investigation into the estimate and billing practices of WSU VTH, especially regarding emergency procedures.2.Accountability for the failure to disclose emergency and after-hours fees, despite having full knowledge of the situation.3.A refund of the overcharged amount above the originally quoted $3,500.00, or at the very least, removal of fees that were not communicated up front.I would like to note that they also said that they would not charge for the spay and they removed that charge when I asked them to. They also removed some other charges they said were excessive.**** ****** ************ ***************** Date of Service: April 14, 2024 Invoice/Estimate #: ****** Patient: Oakley (Animal #******)

  Business Response

  Date: 04/03/2025

  Spoke with Ms. **** ****** on March 20, 2025.  A few things I reviewed with here were: 1. The original email from February 27, 2025, about her concerns, and 2. The estimate she signed on April 4, 2024.  Based on the information that was reviewed with her in the signed estimated, the charges for the services were appropriate for the emergency medical procedure performed and consistent with the standard billing practices for emergency medical care.  The charges presented were also within range of the signed estimate. 

  Customer Answer

  Date: 04/08/2025

   
  Complaint: 23111593
  
  I am rejecting this response because:  Their reply fails to address the core issue and instead focuses on justifying charges, rather than honoring the verbal quotes and the specific request I made.
  To be very clear: I came in asking for one thing-a C-section. Thats it. I did not ask for additional diagnostics, delays, or teaching demonstrations. If *** chose to take extra steps for the purpose of student instruction or to follow internal protocols, that is not my responsibility to pay for. I am not here to fund a teaching opportunity, I was there for a medical procedure, and I was upfront and specific about what was needed.
  I was originally quoted $3,500.00 verbally. Less than an hour later, I was told the new estimate would range from $4,004.00 to $5,654.00, and I was asked to pay $4,000.00 up front. When I asked about the increase, I was told the original quote would still be honored if nothing unexpected occurred, and I would be refunded any excess. This is a second verbal quote in my mind.  
  After the procedure, I was billed $1,072.65 more than the original quote. When I asked if anything unexpected occurred, the answer was no. If that's the case, then the most I should owe is $4,004.00-meaning I would owe just $4.00 more. I would gladly pay that. But instead, I was charged significantly more, with no unexpected changes. But let me be clear: just because Im willing to accept the written estimate does not mean the verbal quote was irrelevant. They still gave it to me and failed to honor it. This is not about seeking a refund. This is about standing up to inaccurate quoting, poor communication, and unfair billing practices.
  The night of the procedure was also unacceptable. I was left sitting in a freezing waiting room, sleep-deprived and anxious, while the staff took their time, seemingly more focused on student education than patient care. If *** wants to turn live emergencies into lengthy teaching moments, they need to cover that cost themselves-not expect clients to foot the bill.
  And frankly, Im not the only one. Every person Ive shared this story with has said the same thing: Thats WSU-they overcharge and get away with it. Its time someone called it out, and I intend to make sure this stays on **** record as an example of a billing system that lacks both transparency and fairness.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 04/15/2025

  As previously mentioned, the estimate Ms. ****** signed on April 4, 2024, accurately reflected the emergency medical procedure performed and was consistent with standard billing practices for emergency medical care. Our pricing structure does not follow a single set rate, which is why we provide a range. No additional steps were taken during surgery, and the estimate range included all applicable fees for the emergency services provided.

  Customer Answer

  Date: 04/16/2025

   
  Complaint: 23111593
  
  I am rejecting this response because: I feel the core issue is being sidestepped. My concern is not whether the charges fall within your standard billing practices or what is typically charged for emergency medical procedures. The issue lies entirely in the discrepancy between the verbal and written estimates I received and the poor communication surrounding those estimates.
  I was verbally told the procedure would cost $3,500. When I later questioned the written estimatewhich was significantly higherI was not informed that the verbal estimate was incorrect. Instead, I was told that if nothing unexpected occurred, I would receive a refund, which led me to reasonably believe that the original $3,500 verbal estimate still stood.
  I have already stated that I am willing to let go of the verbal estimate since I did sign the written one. However, the amount I paid is consistent with what that written estimate projected if there were no complications which there were not. I want to be very clear: I requested only a C-section, and that is what I agreed to pay for. If additional procedures were performed for your own teaching or training purposes, that is your internal decision and should not be passed on to me financially.
  I also want to note that many people Ive spoken with have experienced the same frustrations with WSUs billing practices. This is not an isolated issue.
  Again, I am not disputing your standard chargesI am disputing the lack of honest communication. I remain willing to pay the $4000.00 that has been paid.

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

  Business Response

  Date: 04/29/2025

  The initial verbal estimate Ms. ****** received was a general ballpark figure, based on the symptoms and information available at the time. Upon her arrival at our hospital, our Emergency Medical Team conducted a full assessment of her pets condition. This allowed us to determine a more accurate estimate that reflected the specific emergency services and procedures required.

  
  We understand that unexpected changes in care costs can be concerning, and we are committed to communicating as clearly and transparently as possible as the situation evolves. Once a full medical assessment is completed, we provide clients with a detailed estimate for review and approval before proceeding with any treatment.