Complaints

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• Initial Complaint

  Date:01/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  12/17- initial vet appt, x rays showed fourth toe broken in 3 places. Dog was placed in a hard splint, given anti inflammatory and told us it would need to be amputated.
  12/18- received call that my vet spoke with med vet and no longer recommended surgery.
  12/23- splint/bandage change, vet reported some wear, applied sav. Told us no fee for today. (Fee due at time of service)
  1/3- splint removed due to odor; was charged from 12/23 and 1/3, given antibiotic. Only instructions were to put plastic over foot before going out and to use warm wash cloth with water if dirty.
  1/4- called vet bc dog has golf ball size hole in paw due to infection that’s bleeding and oozing. This was not shown during appointment. When asked how to care for it was told “your husband was given instructions, does he not communicate? If you need to know then you should come to the appointment yourself.” The only instructions repeated were to cover with bag. My dog has three open wounds from infection under his cast. I can not tie a bag due to it being on top of the open wound. I asked how to keep it clean with no answer. Receptionist then told me the vet did not have time to talk to me and to take my dog to a different vet and hung up on me. When I called back begging for help for my dog I was again yelled at and disrespected. The only way my dog could have gotten such a serious infection under his cast in those locations is from improper placing of the splint or it not being clean prior to being splinted. There was negligence on their end to the care of my dog which could be fatal.

  Business Response

  Date: 01/22/2025

  The Team at Beechmont Pet Hospital prides ourselves on providing high quality medical care and we take all feedback or concern seriously. Our medical and leadership team have reviewed the complaint placed on January 4, 2025.
  

  Upon the client’s first appointment on 12/17/24 our doctor consulted with a surgeon at a local emergency facility regarding the pet’s toe. The Beechmont Pet Hospital medical team did not recommend amputation but instead splinting the toe, which was the confirmed treatment method by the emergency surgeon, which was done during the visit.
  

  During the splint change visit on 12/23/24, there was never an indication that there would be no charge as medical treatments must be paid for in full. We did indeed, provide a courtesy re-check but other services such as rebandaging must be paid. Clear instructions for care were given during the 12/17, 12/23 and 1/3 appointments as indicated in the medical records and all medications and bandage covers were provided over the course of the three appointments as documented in the medical records.
  

  Proper pet care is a team effort and when proper at home care is not administered specific to the education provided, infections can happen. As stated during all three appointments the affected area must be kept dry and clean.
  

  Our practice has a zero-tolerance policy for verbal abuse towards our staff, and following the call on January 4, 2025, in which you spoke to our staff member with vulgarity and disrespect, we recommended you find alternative veterinary care for your pet.
  

  We stand by the care and client education that was provided during these visits. All medical records for this patient have been sent to a new veterinary facility as requested by the client on 1/4/25.
  

  Thank you,
  

  The Beechmont Pet Hospital Team