Extremely disappointing experience after 12 years as a paying customer…read more
I have been a paying customer of Hyde Park Animal Hospital for approximately 12 years. My recent experience with my 16-year-old Chihuahua mix has completely undermined my trust in this practice.
My dog was experiencing significant hind-leg pain. After an unsuccessful attempt to obtain X-rays while she was awake, I was told sedation was necessary. I agreed despite the risks associated with sedating a senior dog because the purpose was to obtain diagnostic images, have them interpreted by a radiologist, and determine appropriate treatment.
My dog was sedated, but NOT A SINGLE X-RAY WAS TAKEN because the hospital's imaging equipment malfunctioned.
I have since spoken with other veterinary orthopedic centers whose staff questioned whether sedation would necessarily be required for X-rays. I recognize that individual circumstances differ, but this has raised additional questions about the options presented to me.
Despite the failed imaging, I was charged $290.85 for sedation, hospitalization, and fees.
Dr. Baker performed an orthopedic examination while my dog was sedated and obtained a useful finding. I acknowledge that. However, a cruciate ligament injury had already been suspected at our previous appointment. The scheduled X-rays, radiologist interpretation, and resulting treatment recommendations were never provided.
Equipment can malfunction unexpectedly. But why should I bear the cost when the hospital cannot complete the procedure for which my dog was sedated? I also question whether the equipment was confirmed operational before sedation.
The consent process was troubling. I observed a staff member checking approval boxes on my paperwork without first asking for my consent. I was also asked to authorize approximately $200-$1,400 in potential emergency-care expenses without receiving a clear explanation of the services covered.
When I declined that authorization, the employee remarked, "No one has ever declined to approve this money before." I found this inappropriate and pressuring. My right to make informed decisions about my dog's care should not depend on what other customers supposedly approve.
Communication was equally disappointing. I found Dr. Baker very terse. When I requested to speak with her about my dissatisfaction, I was told I would have to wait until after her lunch break. Even while I remained at the hospital waiting for documentation, she made no effort to speak with me directly.
No one apologized for the equipment malfunction, the unsuccessful appointment, or the distress and inconvenience caused.
When I requested a refund, the hospital refused and offered to repeat the sedation at no charge after repairing the equipment. I was unwilling to subject my injured, 16-year-old dog to another sedation at the same facility.
Staff also would not bring my dog out until I paid the $290.85 charge. She had just undergone sedation, and I wanted to see her and confirm she was okay. I paid to get my dog back and take her home, not because I agreed the charges were justified.
When I mentioned disputing the charge, a front-desk clerk told me that doing so would mean I could no longer be a customer. After 12 years of paying for veterinary care here, I found that response appalling.
I left without the X-rays, radiologist interpretation, or treatment plan I had scheduled the appointment to obtain. I have since filed a dispute through CareCredit.
This was about more than a broken X-ray machine. It was about exposing my elderly dog to sedation without completing the intended procedure, charging me anyway, questionable consent practices, dismissive communication, no apology, and being told that disputing the bill could end a 12-year relationship.
I brought my dog here because I trusted this practice to help her. I left feeling dismissed, pressured, and deeply disappointed. After 12 years, I expected far better accountability and respect.
