| Complaint: | Complaint 21-65 |
|---|---|
| Respondent: | Matthew Hay-Roe |
| Premises: | Deer Creek Animal Hospital |
The complainant says that he brought his dog to get a distemper vaccination and issue an EU health certificate for a trip to Germany. He says that Deer Creek Animal Hospital confirmed over the phone that they could handle that; he says he also individually confirmed with the receptionist, the veterinary assistant, and the veterinarian (Hay-Roe). He also specifically requested the Nobivac vaccine for his dog. He says that Hay-Roe subsequently told him the dog didn't need a health certificate because the already had an EU pet passport; he says this is the opposite of what the German embassy, the United Airlines helpdesk, and the USDA's website says. Hay-Roe allegedly told him he didn't know how to do that and left. An assistant allegedly brought back the EU pet passport with vaccination stamps even though the dog had never left the owner's company; he pointed that out and said the dog was taken to the back for about 30 seconds before being returned. He then asked the veterinarian to come out and explain what had happened, also noting the vaccine used wasn't the Nobivac vaccine; he says Hay-Roe came back and said he didn't have any more time to spend on this and that they wouldn't charge for the visit. He was able to speak to one of the administrators and print out a copy of the EU health certificate information, at which point he says they were able to fill out some, but not all, of it; he was also charged $93.52. He asked to see the video for when the dog was vaccinated in the back room but was refused. He concludes by stating that he was directly lied to by the clinic and questions whether they're certified or have the ability to provide services to animals.
Hay-Roe states that he learned the complainant wanted to get a health certificate for travel to Germany in two days. He indicates he didn't think this was even possible because of the time required to send information off to the USDA; he also says he reviewed the USDA's online guidelines for pet travel to Germany. He said that he subsequently noticed the copmlainant had an EU pet passport and should be able to travel with updated records after giving the shot. He says that he examined the dog, took the dog to the back, and gave the dog the vaccine. He claims the complainant then began to get angry and ask where his health certificate was; Hay-Roe explained that they'd already done everything, says she showed him the USDA information online, and that if the complainant wanted an additional health ceritifcate it would require USDA involvement. He says the complainant began calling him incompetent so he left for lunch to avoid getting angry; he handed the matter off to Suzanne Higgins, the supervising veterinarian and subject of at least three veterinary board complaints. When he came back he learned the complainant had questioned whether the dog ever got the vaccine and was shown a video of a dog getting a shot; the complainant alleges that wasn't even his dog. He says that the vaccine he gave wasn't specifically Nobivac but was equivalent, much like a generic medication. He also says the situation was frustrating as the complainant doubted his USDA accreditation; he says the complainant is also a liar.
The Investigative Committee said this was all just a disagreement between people about what forms needed to be filled out. Based on the Committee writeup, Hay-Roe gave correct information about the travel requirements to the complainant. There's no discussion about the vaccine accusations.
| Source: | June 6, 2021 AM Investigative Committee Meeting |
|---|---|
| People: | |
| Matthew Hay-Roe | Respondent |
| Roll Call: | |
| Carolyn Ratajack | Aye |
| Christina Tran | Absent |
| Jarrod Butler | Aye |
| Robert Kritsberg | Aye |
| Steve Seiler | Aye |
| Result: | Passed |
| Source: | July 7, 2021 Board Meeting |
|---|---|
| Proposed By: | Nikki Frost |
| Seconded By: | Jane Soloman |
| 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 | Absent |
| 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.