I brought my cat to Center Star because he had started urinating outside his litter box. The staff recommended neutering him, so we scheduled the procedure. My cat has FIV, so I asked several questions beforehand because I was concerned about infection risk. I was reassured that neutering a male cat is a very simple procedure.
When my husband picked him up later that afternoon, there was blood in the bottom of the carrier. At first he thought it was part of the carrier design, but when he got home and took our cat out, there was blood everywhere and the bleeding would not stop.
I immediately called Center Star and was told they were closing and that we needed to take him to the emergency vet. Because the emergency clinic did not open until 6:00 PM and it was only 5:00 PM, I called Helton Plaza Veterinary Clinic for advice. Even though they were closing, the staff member there stayed on the phone with me and helped guide us until we could get to the emergency vet.
At the emergency clinic, we were told the bleeding occurred because the surgical site had not been properly tied off. They were able to get the bleeding under control.
The next day we returned to Center Star to have my cat checked and to discuss reimbursement for the emergency visit. During that visit, the veterinarian we saw also stated the issue was due to it not being properly tied off. The manager told me this situation "never happens" and said he needed to speak with the veterinarian who performed the surgery before making a decision.
From that point forward, communication became extremely frustrating. I was told I would receive a call the next day but did not. I had to call multiple times myself to try to get an answer. I was eventually told they would not reimburse the emergency visit.
What has been most disappointing is the lack of communication and accountability. No one from Center Star called to check on my cat after the emergency visit. I had to initiate every follow-up conversation myself. I was also told the veterinarian would speak with me, but when I called back later that afternoon I was informed she had already left for the day.
I understand that complications can happen in medicine, and I was initially very understanding about the situation. However, the way this was handled afterward -- the lack of follow-up, the lack of communication, and the refusal to take responsibility for the emergency care that resulted -- has been very disappointing.
Pet owners deserve transparency, communication, and accountability when something goes wrong.
Because of how this situation was handled, I am also considering filing a formal complaint with the Alabama State Board of Veterinary Medical Examiners so the incident can be reviewed. read more
