"Courts attach little value to pets"
"Pets get no help from the Better Business Bureau"


Special Report (June 9, 2006)

Opinion
Law
Courts attach little value to pets
By Kelly J. Kaczala
Press News Editor

They are groomed, dropped off at day care, fought over in custody disputes, and increasingly listed among the survivors in obituaries. And when they die, their bereaved owners are offered grief counseling.

Pets, in many ways, are considered members of the family. In a 2004 survey, conducted by the American Pet Products Manufacturers Assocation (APPMA), 74 percent of pet owners considered their pets “like a child or family member.”

Yet the law lags far behind that perception.

In Ohio, as in most states, pets are considered personal property, no more valuable than a piece of furniture. So when a pet owner files a lawsuit for veterinary negligence, there's little remedy.

"When a vet has been found negligent, the damages are limited to the market value of the animal, which for most animals, can be even zero," said Kathy Hessler, a professor of animal law at Case Western Reserve University, a rapidly growing field. The course is the only one taught in Ohio.

"Finding a market value and going beyond that legal remedy for special damages is a difficult thing to do," she said. "There's no emotional distress for loss of property. That's an area different states have been looking at changing and a number of people have been pushing."

"A lot of people presume, since the animal is so emotionally valuable to them, that that would translate into economic value, and it doesn't," said David Favre, a professor of law and president of the Animal Legal and Historical Center at Michigan State University.

Sea change

That may soon be changing, according to Carolyn B. Matlack, an attorney and managing editor of Animal Legal News (animallegalreports.net), which offers summaries of litigation and follows current trends in the field of animal law.

"The good news is that people are recognizing this. That's the first step, recognition that our laws have not caught up to the way we feel about our animals. This is now quite widely known and will become even more so," said Matlack.

As more Americans own pets in increasing numbers, according to studies, Matlack believes "a sea change" is about to occur as more pet owners view pets as family.

In the April, 2006 issue of DVM News the American Veterinary Medical Association (AVMA) notes its opposition to attempts to change laws regarding pets as more than personal property. To do so would increase medical costs to animals.

"Any change in terminology, describing the relationship between animals and owners, including guardians, does not strengthen this relationship, and may harm it," says the OVMA. "Such changes in terminology could adversely affect the ability of society to obtain and deliver animal services, ultimately resulting in animal suffering."

Matlack doesn't buy it.

"If they're charged more as a veterinary community, somewhere in the realm of - God forbid - human malpractice insurance - they believe that cost would be passed on to the public. Therefore, fewer people would be able to bring their animal to the veterinarian, and more animals, and people, will suffer, because of that. However, in my opinion, that is completely unrealistic. That's because we are seeing a sea change. It's like trying to stop Mothers Against Drunk Drivers, when they first formed - when they were trying to obtain penalties for drunk drivers maiming or killing their sons and daughters based on literally horse and buggy laws."

Jack Advent, executive director of the Ohio Veterinary Medical Association (OVMA), which represents the interests of veterinarians, does not support changing the law.

"While to many this thought may seem innocent, changing the legal status of animals would have significant adverse consequences for all animals and their owners," he said. "If a veterinarian practices inappropriate veterinary medicine, regulatory bodies are fully empowered to discipline that veterinarian through a variety of means, including suspension or removal of their license."

He said the OVMA supports the position of the AVMA, which recognizes and supports the legal concept of animals as property.

Pressure is mounting on state legislatures to upgrade the value placed on pets, said Favre. One way is to set potential ceilings or caps on the amount of damages that may be awarded to pet owners.

"Everyone talking about this on the legislative side has suggested a potential ceiling of no more than $50,000, or no more than $100,000. It's too common sense to say if something goes terribly wrong, that some level of reimbursement is appropriate," he said.

"But you don't have to change the status of animals as property to change the outcome for negligence or malpractice,” he added. “You can pass a law that simply says the jury may award up to $25,000 in compensation for pain and suffering to the owner.”

Sentient property

Matlack suggests a compromise. Pets, she said, could be classified as a higher form of property that recognizes they have feelings and emotions - called "sentient," or feeling, property.

"It's my hope and belief that once judges, animal lovers, legislators, and lawyers, get a hold of something they can hang their hat on, something that's a positive solution, that this will facilitate the whole process-whether it be in court, or at the state legislative levels," said Matlack, who recently wrote a book, "We've got feelings, too: Presenting the sentient property solution," out this month.

"I would like to provide a solution, and I've spent years and years researching what that solution might be - and that's sentient property," she said.

What kind of response has she received from the veterinary community?

The AVMA and the pharmaceutical association are against any change in the relationship between animals and their owners, she said, "which I think is unrealistic and not positive."

Veterinarians need to step up to the challenge and acknowledge the human-animal bond exists, she said.

"Veterinarians tell us we have this bond, and they acknowledge it, and frankly, they're making increasing amounts of money off that bond," she said. "If their leadership is saying deny all forward progress, but want pet owners to pay $1,000 for chemotherapy treatment, it's a clash. Veterinarians need to look at their state legislation, decide on a fair value of a life of an animal. That's one place to start, then pass that legislation in their state."

Communication

Favre emphasizes the importance of communication between pet owners and veterinarians to find a solution when there's a grievance to avoid lawsuits.

"Most people file lawsuits as a last resort," he said. "They want an acknowledgment by the vet that they were wrong and want an apology - that it wasn't right. The truth helps. Many vets absolutely just freeze up. When it becomes clear that someone is thinking about a lawsuit, they just shut down and they're not going to talk to you, so there's no communication."

Conversely, pet owners may not have valid complaints, he said.

"Just because a pet dies at the vets office doesn't mean they did something wrong," he said.

If communication fails, complaints can be filed with state veterinary licensing boards, which oversee the veterinary profession. Vets can be disciplined, and in rare cases, have their licenses revoked.

"Every state has them," said Favre. "Some states treat complaints more seriously than others. At least there would be a public record of a complaint. That often makes pet owners feel better. They've now warned the world about someone who's apparently not doing good things."

Until laws catch up to the public's concept of pets as family, animal law courses are filling up rapidly with students who are preparing for the inevitable, said Hessler.

"It's been an area of growing interest in the bar," she said. "Every year I also have requests from attorneys to take the class. Right now, we haven't got room for them. So, both here in Ohio and across the country, there used to be only a handful of law school courses about 10 years ago. Now, I believe it's up to 50 schools offering, in some form or another, an animal law course," she said.

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Opinion
Pets get no help from the Better Business Bureau
By Kelly J. Kaczala
and Larry Limpf

When the public sees the logo of the Better Business Bureau (BBB) displayed inside a veterinarian's lobby, they might assume the vet is in good standing with the non-profit agency.

The BBB, though, allows a select group of professions, including veterinarians, to be members, but will not process consumer complaints against them. If the public reviews a veterinarian's profile, for instance, on the BBB's website to find out if disputes have been filed, it may say "the Bureau processed no complaints about this company in the last 36 months, our standard reporting period," and "Based on BBB files, this company has a satisfactory record with the Bureau, which means the company has been in business for at least 12 months, and properly addressed matters referred by the Bureau."

Yet that may not be true.

Dick Eppstein, president of the northwest Ohio Better Business Bureau, said the agency doesn't process disputes against veterinarians, doctors and lawyers because "we're not experts in things like that."

Although they can be members of the BBB, consumer complaints against these professions should be filed with professional review boards, not the BBB, he said.

"They know a lot more about most of these specialties than we do," he said.

It would be unfair, he added, to exclude them from joining the BBB just because consumers can't complain about them.

"They can join the Better Business Bureau, because, as near as we can tell, they are ethical and well-established," said Eppstein, whose son is a surgeon.

"We don't get a lot of complaints on them - we get a very small number. One thing you learn is that there are two sides to every story. You know only what each side tells you. They'll give us their position, what they recall happening, as opposed to the customer's, and the stories differ so dramatically, that you know someone in the industry or profession is going to have to sit down and look over the records and the treatment, in the case of a vet or physician. It's a very technical thing sometimes," he said.

"If we started receiving a pattern of complaints on a doctor or veterinarian, we would keep an eye on them. Even though we couldn't rule on anything, we would contact the state and say we're very concerned about these five complaints we just got in a two month period," said Eppstein.

Why allow some professions to join the BBB if the agency does not consider customer disputes against them?

"Many times, professionals who are established join the BBB voluntarily because they want to support what we're doing," said Eppstein.

"They want the community protected against fraud, and they support us to do that. In other words, they're not just displaying the BBB logo to say, `You can trust me, I don't get complaints.' But it says, `I'm a doctor or veterinarian who believes in the purposes and principles of the BBB,"' said Eppstein.

He has no concerns the public may feel misled when viewing these professionals' profiles on the BBB website that shows they've had no complaints in the last 36 months, even though there may have been.

He acknowledged the public has a "certain level of comfort" when seeing the BBB logo displayed on a company's wall, knowing they can check their profile before doing business with them.

"I don't know any way around that," said Eppstein. "To say to a physician or veterinarian they can't join the BBB and put our logo up in their lobby, or that we're going to rule on complaints about how they stitched an abdomen, neither of that works for us."

Conflict of interest

Dr. Dennis Garrett, a professor of marketing at Marquette University, called it "inconsistent and contradictory" for the BBB to allow a company to be a member of the BBB, but "not hold it accountable to the same standards as other member organizations."

"This case does highlight the challenges of the BBB system in that each of the 120 local BBB offices in the U.S. has considerable latitude in establishing its own policies and procedures," said Garrett, who also serves on the board of directors for the Wisconsin Better Business Bureau.

Other BBB offices, he said, may choose to consider disputes against medical professionals and attorneys. He believes complaints should be noted in their BBB files.

"Over the years, this issue has been the main criticism leveled against the BBB by its critics," said Garrett. "Namely, because the BBB is almost totally reliant on member dues for its financial survival, critics argue that the BBB is reluctant to `come down hard' on member companies when complaints are lodged against them."

Credit cards

Credit card companies also will not consider chargeback disputes of pet owners’ veterinary bills.

MasterCard, for instance, will not issue chargeback "for any sort of medical diagnosis or negligence," according to a local MasterCard chargeback specialist. MasterCard follows the rules of dispute set forth by MasterCard International.

"The rules themselves are in books that are many volumes thick," said the specialist.

MasterCard has a customer advocate line at 1-800-MC-Assist.

Peer review

The Ohio Veterinary Medical Association (OVMA), which represents veterinary interests, has a peer review process pet owners can participate in if they have a complaint against a veterinarian.

Participation is limited to pet owners who have not filed a lawsuit, nor a complaint with the Ohio Veterinary Medical Licensing Board, which disciplines veterinarians and renews or revokes their licenses.

Jack Advent, executive director of the OVMA, said veterinarians and pet owners are interviewed during the process.

"The OVMA Peer Review Committee is designed to assist both parties in mediating non-medical disputes between a veterinarian and client," he said. "We receive, on average, 10-12 requests per year, and where both client and veterinarian are receptive to understanding the other's position, most have a successful outcome. From the initial request, it typically takes 60 to 90 days to come to a resolution."

Findings are non-binding.

A complaint form can be downloaded off the Internet. For more information, contact the OVMA at -OVMA, or .

Licensing board

The Ohio Veterinary Medical Licensing Board is the regulatory agency for the practice of veterinary medicine. It can discipline veterinarians and veterinary technicians for violating rules governing the medical care of pets.

Heather Hissom, executive secretary of the board, said there are no time constraints for pet owners to file complaints, though veterinarians are required to keep medical records only for three years.

The board meets regularly to consider complaints. The minutes of previous meetings, which lists the receipt of complaints stretching back to 2002, is on the board's website at www.ovmlb.ohio.gov. There is also a search engine that lists the names veterinarians who have been disciplined by the board.

For more information, contact the board office at , or by e-mail at .

Features Editor Tammy Walro contributed to this report

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