| Complaint: | Complaint 20-106 |
|---|---|
| Respondent: | Casie McReynolds |
| Premises: | AZPetVet Dobson Ranch Animal Hospital and Grooming |
The complainant's dog was taken in for a dental cleaning. She says the estimate was $600 and stated that a couple of teeth may need to be pulled. She then got a call while the dog was under anesthesia that 26 teeth needed pulled at a cost of $2400. After that she called around and found the cost was nearly double what other clinics were quoting. She says that when she called the clinic to complain she wasn't allowed to talk to the veterinarian; the staff member told her that they couldn't change charges once they had been entered into the system. They also are apparently not answering her emails.
McReynolds says that the dog had periodontal disease grade 4 (on a four-point scale). She said that a dental was recommended to preserve quality of life going forward. She noted a heart murmur and recommended a workup to ensure the dog was safe for the dental but says the complainant declined. She says she told the complainant that she expected several tooth-pullings and that extractions could greatly change the total cost of the procedure; she also says that was very clear on the estimate that was provided. We're told the complainant expressed no concerns when she came to get the dog. Only later did they discover an email stating "their frustrations for their bill because of restricted finances secondarily to COVID-19." She laments that it ended up in their spam folder and says it could all have been sorted out between them if given the chance. She concludes by saying that they signed the estimate on the dotted line.
The Investigative Committee says there were some misunderstandings, including the misunderstanding that the complainant wasn't aware that so many more teeth could be pulled once examined under anesthesia. They said the case was just a financial issue.
| Source: | October 10, 2020 AM Investigative Committee Meeting |
|---|---|
| People: | |
| Casie McReynolds | Respondent |
| David Stoll | Respondent Attorney |
| Roll Call: | |
| Carolyn Ratajack | Aye |
| Christina Tran | Aye |
| Jarrod Butler | Aye |
| Robert Kritsberg | Aye |
| Steve Seiler | Aye |
| Result: | Passed |
| Source: | November 11, 2020 Board Meeting |
|---|---|
| People: | |
| David Stoll | Respondent Attorney |
| Proposed By: | Jane Soloman |
| Seconded By: | Sarah Heinrich |
| Roll Call: | |
| Darren Wright | Aye |
| J Greg Byrne | Absent |
| Jane Soloman | Aye |
| Jessica Creager | Aye |
| Jim Loughead | Aye |
| Nikki Frost | Aye |
| Robyn Jaynes | Aye |
| Sarah Heinrich | Aye |
| Result: | Passed |
The primary source for the above summary was obtained as a public record from the Arizona State Veterinary Medical Examining Board. You are welcome to review the original records and board meeting minutes by clicking the relevant links. While we endeavor to provide an accurate summary of the complaint, response, investigative reports and board actions, we encourage you to review the primary sources and come to your own conclusions. In some cases we have also been able to reach out to individuals with knowledge of specific complaints, and where possible that information will be included here.