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Business Profile

Veterinarian

Mountainstone Veterinary Hosp

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinarian.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:11/02/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    My cat was fixed on 10/27/2022 at this vet hospital. She came home in bad shape and this was the email I sent them after calling them to complain. “Attached are pictures of her stitching and her bruising on her leg. She has not touched it at all and purely been laying down. I do not feel comfortable bringing her in so I am sending the photos. I paid $200 so that her surgery would be done well rather than taking her to a clinic that does it very cheap since I care for her well-being and health. This is the worst stitching job I have seen on any pet I have every taken to get fixed. I am trying not to come across as rude in any way I am just so upset about the care my cat has received which I hope you all can understand and rectify.” After days of going back and forth they told me unless she needed surgery from someone else to fix their mistakes I would not receive a refund. I had to take her to another vet to get antibiotics since it became very infected when she had not touched it and been wearing a cone. She has barely eaten barely slept and been in lots of pain from them bruising her leg very severely.

    Business Response

    Date: 11/10/2022

    THE OWNER MADE COMPLAINTS REGARDING CONCERNS FOR HER CAT'S SURGICAL AND CATHETER SITES. WE DISCUSSED WITH THE OWNER WE WOULD LIKE TO SEE THE PATIENT IF POSSIBLE TO ADDRESS ANY ISSUE. WE TAKE ANY CONCERNS FROM CLIENTS VERY SERIOUSLY AND RESPONDED IN A TIMELY MANNER TO TRY AND RESOLVE THIS ISSUE. WE INFORMED THE INDIVIDUAL AT PICK-UP OF THE BRUISING FROM THE INTRAVENOUS CATHETER IN THE REAR LEG. WE DISCUSSED THE ONLY WAY WE CAN HELP THE CAT IS TO SEE THE PATIENT. THE OWNER SAID SHE WILL NOT BRING HER IN FOR US TO ADDRESS THE CONCERNS. WE DISCUSSED IF SHE WENT TO OTHER VETERINARIANS WE WOULD LIKE TO SEE THEIR NOTES AND PERSONAL EVALUATION OF THE SITUATION AND OWNER DECLINED. WE INFORMED THE OWNER WE HAVE SEEN THE PICTURES AND READ THE EMAIL CONVERSATIONS. BASED ON THE PICTURES WE HAVE, THE SURGERY SITE APPEARS NORMAL AND MOST OF WHAT WE SEE IS DRIED TISSUE ADHESIVE. WE DO SEE THE BRUISING FROM THE IV CATHETER SITE AND THIS IS COMMON AND WILL RESOLVE. WE ASKED FOR HER TO SEND A CURRENT PICTURE AS WELL AS ANY RELATIVE INFORMATION FROM OTHER VETERINARIANS, IF POSSIBLE, AND OWNER DECLINED. WE INFORMED HER WE UNDERSTAND HER FRUSTRATIONS, BUT WE REALLY NEED TO EVALUATE THE CAT PERSONALLY.
    ULTIMATELY,  THE OWNER SAID SHE WANTED A FULL REFUND FOR THE PROCEDURE. WE DISCUSSED WE WILL NOT BE GIVING HER A REFUND UNLESS WE CAN SEE THE PATIENT AND MAKE OUR OWN ASSESSMENT.

    Customer Answer

    Date: 11/10/2022



    ********** 18344338



    I am rejecting this response because:



    Sincerely,



    ***** ******

Mountainstone Veterinary Hosp is NOT a BBB Accredited Business.

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