SURF PAWS ANIMAL HOSPITAL LLC

I am writing this in response to complaint # [redacted]. There has been no actual monetary transaction with this case. On July 22, 2016 an appointment was made by one of our experiencedtechnicians for a new client on July 23,
2016 at 12:30 p.m. The reason for the visit was noted as "exam for...

possible dental cleaning" Our hospital protocol for dental cleanings is:Patient must have a physical examA blood panel is run to insure safety for general anesthesiaIf blood work is normal, the procedure is scheduledPatient was brought in on July 23, 2016 by a gentlemanand had a complete general exam done by doctor. After a physical examination doctor mentioned to·owner that the amount of calculus build up on the patient's teeth would possiblybe maintained with daily brushing, or a recommended veterinary dental chew.The ownerstated that he wanted a complete
dental cleaning. During the exam the doctor also asked the client if p::.ltient wasup-to-date on vaccinations.  He said that patienthad not received anythingsince moving to Hawaii atleast a year ago. At this time doctor told the customerthat she would put together an estimatewhich included vaccines, and a dental cleaning based on the doctor's exam of the patients teeth.After putting together an estimate, a technician went back into the exam room to discuss treatment with owner. Attached is a copy of the estimate that the client received which includes the exam, vaccines, heartworm test, blood work for dental procedure,and dental cleaning. Client then stated that he needed tocall his wife to discuss so the technician left the room to give' him privacy.Approximately  5-10 minutes later the technician went back into the room to follow up with client, and at this time he stated that his wife was very upset and that she had been quoted much less for the blood work and procedure over the phone.Customer said that his wife was told that
the exam would be $54, blood work $40, and dental cleaning $180.Technician told him that our
dental cleaning would start at $375 fQr his pet and that we were very sorry that there seemed to be a miscommunication as we do not have any pricesthat match.what his wife thought.Customer continued to say how unhappyhis wife was with the price and that they had driven to our hospital based on the prices she thoughtshe was given.  Our technician again apologized to him profuselyand stated thatmaybe she had us confusedwith another hospital.  Because the customerwas very upset our hospital told him that we would waive the $54 exam charge. We apologized again and told him that we weresorry that we were not a good fit for his family and wished him well.Upon review of the situation by the hospital manager we followed up with the employee who scheduled the exam.  She stated that she told the client on the phone that the office
visit which included the exam would be $54.00, and upon exam of her pet doctor would give her an estimate because it is almost impossible to give a quote for a procedure without seeing the condition of the teeth. The prices that the customer claims we gave her do not match any blood work or dental procedure prices that we have. We do believe she either misunderstood, or got us mixed up with one of the multiple hospitals that she stated that she had called to price out.We apologize that this customer feels that we were dishonest.   Surf Paws Animal Hospital takes great pride in providing a high quality of medicine at a reasonable price and we strive for customer satisfaction.  Unfortunately we would be unable to honor the price that the customer is requesting because we would sustain a loss and we also always examine a pet before giving a treatment estimate.  Please  do not hesitate to contact our office if you need further information