Complaints

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.

• Initial Complaint

  Date:06/27/2024

  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.

  we brought our dogs to this business for regular check ups and updated vaccines. Gained some sort of trust with them. in June we went on vacation and boarded our boys here. the day we picked them up, we could tell something was wrong with *****. while I was at work, my wife called said our boy was not moving or eating. she called the vet, set an appointment to have him looked at. while she was on the phone with them, she asked if something had happened. they had said he tripped while walking out to greet us. never mentioned to us. however she couldn't get him to stand up or walk i rushed home from work, we had to roll him onto a blanket and carry him to the car. got him to the vet. while there, they supposedly took an x-ray and he had a broken bone in his hind leg. they said they would keep him over night and cast him up in the a.m. when we picked him up the following day, they gave us meds and instructions for care. no charge for services. the following morning there was blood coming out of his cast. I knew something was terribly wrong. we tried calling multiple times, no answer. loaded him in the car again. brought him to the vet again. was told no Dr to see him. we drove to a emergency vet in south carolina to have him looked at. they removed the cast to find a major abrasion under the cast, severely infected, skin and fur falling off the surrounding area. he had a very high fever pointing to the infection as well. Dr said it would be a tough battle to even get the infection under control, let alone save his leg. also stated there was no broken bone in leg. got an estimate of almost $6000. we couldn't put him through any more pain, we had him put him down. such a hard decision was made, but best for him. cost us $500 for boarding and $1750 to try to save our boy. now they say I mentioned Lawyer and they wont talk to me.

  Business Response

  Date: 07/10/2024

       Thank you for the opportunity to respond to Mr. ***** ******* complaint.  We are greatly saddened to hear of the decision to euthanize *****, and offer our heartfelt condolences.  We were not a part of that decision and we cannot speak on it.  

  We have reviewed Mr. ******* complaint. His apparent conclusions are inconsistent with our treatment records and the observations of our staff.  With regard to Mr. ******* request for a refund, we find no cause or circumstances warranting the resolution he seeks.  Therefore, we respectfully decline.     

  Unfortunately, Mr. ***** has threatened litigation, so we are unwilling to further address this matter.    

  With Regards,

   

  ******* ****
  ***** ********* ********
  Animal Hospital at Rice Hope

  Customer Answer

  Date: 07/15/2024

  I tried responding to this email previously, apparently it didn't work. This is a case of complete neglect on the Animal Hospitals part , I have full documentation, pictures and even video. I'm not sure how they think they can just deny it and get away with it. I do not consider this case to be closed. 

  Here are some of the documents, 1st picture shows the blood soaked gauze at the top of cast. Second photo shows the laceration with what seems to be rotting skin around the infected laceration. Please read the other highlighted areas. Ms ****** made a bad call and should be more helpful in this situation. Second picture- large infected laceration. Pink highlighted section shows elevated temperature due to major infection.. Picture 4 shows  there was no broken bone in his hind leg
  Picture 5 shows that Ms ****** did a general exam and installed a cast on my dogs leg. On 6/14/24