Avian And Exotic Animal Hospital
Dr. Ferguson, Dr. Maas Failed to treat my sick Sun Conure after multiple visits. Refuses to contact secondary vet, refund money or make any amends

This is a link to a BBB complaint I have filed: https://alaskaoregonwesternwashington. App. BBB.org/
complaint/view/22193561/c/5hfnd5

Below you will find the email thread I initiated with the email address on the vet's website. I have been responded to by a different email address and never the owner or manager of the office as requested on multiple occasions.

Original Message
From: "Sherri *"
To: info@theexoticvet.com
Cc:
Sent: Wednesday, February 11 7:11: 15 PM GMT -08:00 US/Canada Pacific
Subject: Request For Information
Hello,

My name is Sherri * and you have treated my Sun Conure, Stuey. I recently had his information transferred over to Dr. Brent Johnson at NW Animal Care Hospital. Upon my last visit at your office, I was told that Stuey had no bacteria, was healthy and to give him BeneBac. He was still sneezing and no reason was given other than possibly the baths he takes. I had explained he would sneeze before baths or even various times on days he had had no bath.

After my multiple visits to your office, he is still sneezing and I recently noticed discharge from his nose area. This is why I transferred his medical records to the other vet. I figured that after three or more visits, I needed a second opinion. I have paid over $120 for more tests and another culture. The doctor has called me back and said Stuey indeed has an infection and is putting him on a three week antibiotic regimen.

I really don't even know what to ask for. My money back for the failed treatment of my bird or the money to continue treat a bird that you failed to make well, which may now cost more than it could have a month or two ago? Either way, I would very much like to be contacted back by the owner or managing entity of your office for a proposed and amicable resolution.

You are welcome to a copy of Stuey's records at NWACH. I am CC'ing myself as I will be documenting my attempt at a resolution in case this needs to be escalated to a small claims court.

Sherri *
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From: avian51@comcast.net [mailto: avian51@comcast.net]
Sent: Monday, February 16 9:39 AM
To: Sherri *
Subject: Re: Request For Information

Dear Ms. *,

Thank you for your inquiry. I understand your confusion about what was done. I would like to go over the history of Stuey. I hope this will clarify things.

Stuey came in on 12/12/08 as a new baby to us. A few tests were run indicating he had a bacterial overgrowth that was treated with Baytril (enrofloxacin). During this treatment you felt he improved, but relapsed a few days later. At that time Dr. Maas took a culture on 12/27/08. The culture cam back as Enterococcus bacteria. He was then placed on Clavamox based on the sensitivities of that bacteria.

The bacteria was also sensitive to Baytril, however since it seemed to have failed to clear the problem a different medication was chosen. On 1/13/09 Stuey again came in for follow-up cytology which was normal. At that time you indicated he seemed to sneeze primarily after baths. I was suspicious that there maybe some sinus abnormality that caused this problem. I recommended to monitor it closely and let us know if there were any problems.

On 2/5/09 You took Stuey to Northwest were a culture was performed. The culture showed Klebsiella and a Staph infection. Both these bacteria were sensitive to his previous two treatments we had prescribed. Your veterinarian than prescribed a longer term of the same antibiotic he was on with us, which was Baytril. Based on the fact that different bacteria were cultured each time I am more suspicious of new infections each time. However that may or may not be the case.

So my concern is really why has he been getting so many multiple infections that are sensitive to the same antibiotics. I would inquire with your new veterinarian about the possibility of giving a pro-biotic. Hopefully his last treatment has cleared things up.

Please let me know if you have any questions about this or Stuey health.

Dr. Ferguson
Avian & Exotic Animal hospital
Bothell, WA 98011
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Original Message
From: "Sherri *"
To: avian51@comcast.net
Cc: info@theexoticvet.com, (, "Jen Youde"
Sent: Monday, February 16 11:02: 58 AM GMT -08:00 US/Canada Pacific
Subject: RE: Request For Information

I appreciate the explanation; however, I'm not quite confused. I brought in a new bird. I was told he was sick. I brought him back multiple times until I was told he was no longer sick. Within two weeks, he had nasal discharge and I took him for a second opinion, as I had already had three or more visits to your office. He is, indeed, sick again and requires more treatment. I paid your office for my bird to be diagnosed and made well and that did not happen and now I am dealing with longer recovery times.

I am now requesting a refund in full for all procures done regarding Stuey's illness and if I have reason to believe his continued illness is due to a lack of action on your office's part, I will be pursuing that as well. This is not the first or second or third time I have heard of similar stories coming out of Dr. Maas' office. If I need to escalate this to the state veterinary board as well as the city and county which business is done, I will. However, I just want my bird to be well and not pay for substandard services.

I have been a client of Northwest Animal Care Hospital for years and have never had such an occurrence nor heard various stories of lacking treatment.in short, I hope you will 1) Work with my current veterinarian to make Stuey well 2) Make amends for not doing it the first time.

Thank you for your time.

Sherri *
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From: avian51@comcast.net [mailto: avian51@comcast.net]
Sent: Wednesday, February 18 5:13 PM
To: Sherri *
Cc: info@theexoticvet.com; Jen Youde

Subject: Re: Request For Information

Dear Ms. *,

I am sorry, but there appears to be a bit of a mis-communication. Please allow me to restate this - Your veterinarian did the same tests and prescribed the exact same medication as we did. The primary difference was in what was cultured from the bird. The different results indicated your bird was appropriately diagnosed and treated for for the conditions we identified. Based on the second culture not having the same bacteria, he was cleared of the initial infection from what we found.

At the last visit with us, no abnormal bacteria were identified on the cytology, and we noted that he was still sneezing occasionally. We advised you to watch it and contact us if you had further concerns or if it worsened. It is quite obvious that, based on the new culture and sensitivity done by your other veterinarian your bird has developed a new infection. Thus my concern about an underlying issue. I hope that is not the case and there are no further problems.

If you still have concerns about what was done I suggest you have your current veterinarian, which sounds like you have a good relationship with, call us. I would be happy to discuss the case and then determine what they thought could have been done differently.

Dr. Ferguson
Avian & Exotic Animal Hospital
Bothell, WA
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Forwarded message
From: Sherri *
Date: Wed, Feb 18 at 5:57 PM
Subject: RE: Request For Information
To: avian51@comcast.net
Cc: info@theexoticvet.com, Jen Youde,

Your office did clear him of infection and he's sick again so soon? My other bird is perfectly healthy; Lacey the Cockatoo. I don't believe he was treated properly and/or diagnosed properly by you. That is exactly why I took him to another vet. Again, this is not the first or only time I've heard of this happening at your office. This is my last attempt requesting your office to refund the money I paid your office to treat my bird or to offer an amends of some sort before I contact the veterinary board and pursue small claims.in my initial request I requested to speak to the management or owner of the office; would that be you?

There is still a problemmy bird is on three weeks of Baytril twice a day. It's horrible to give this to him. He hates it. He runs away from me now. This could have all been fixed a LONG time ago and it wasn't. So stop saying there's mis-communication. The issue is I brought you a sick bird and still have a sick bird.

I've already given you my veterinarian's information. Pick up the phone and call them. Are you asking me to patch through a call for you?

I sent my original request to your office a week ago and you're still bantering about it. This represents the office's care about my pet. A phone wasn't picked up the first day you heard from me. I even told the front desk I wanted my records for a second opinion and they didn't so much as look up from their desks as they put the folder on the counter for me. Your office has a general, "Don't care" attitude.

Sherri *
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Since my last email to Dr. Ferguson, I have received no response from their office. They have not called Dr. Johnson. I have spent another $120 on an office visit and follow-up culture. I have begun filling out small claims paperwork.

Sherri
Marysville, Washington
U.S.A.

Company: Avian And Exotic Animal Hospital
Country: USA
State: Washington
City: Bothell
Address: 10137 Main Street Suite 6
Phone: 4254869000

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