Complaints

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  It is astounding how little empathy the staff at this 'hospital' has. After telling us to put our dog down in a day or two, we brought him home. It has now been over a month and he is doing pretty good. Has an infection that we asked to have medication for, but they are refusing because 'the doctor is out of town.' They are willing to make us bring the dog in to get another exam (with fee of course), or we can wait until the other doctor is back.So, in order to make our dying dog comfortable during his final days we have to make him uncomfortable by dragging him to the vet and paying another fee instead of a simple prescription refill.*************************************************************************************************************************

  Business response

  07/19/2024

  ***** presented to our hospital on 6/4/24 with concerns for having a cough/nasal discharge. A physical exam was performed on the pet and concerning symptoms such as open mouth breathing/clear nasal discharge were found. After x ray completion, we discovered a severe amount of tumors growing throughout the lungs. The x rays were reviewed and disc in detail with the owners in hospital. This diagnosis includes a very poor prognosis and unfortunately humane euthanasia was disc. with the family as the most viable option. The family opted to take him home and noted that they intended to return later that week for euthanasia. Being that the patient had nasal discharge, and this may or may not be related to the cancer in his chest, a short course of antibiotics were prescribed. On 7/9/24 the owner called requesting a refill of antibiotics.  As posted throughout the hospital, refill requests can take up to 48 hours for approval. The Dr. on the case was back off and back in on 7/11/24 and the owner was informed of this and that they would receive a call back regarding the refill on 7/11/24. The owner expressed concern that they were not sure they could wait until then and felt that their pet was in a life or death situation. Given the severity of this case, with concern for his well-being, it was reco that they should come in immediately for an exam with another Dr. to make sure that antibiotics were the right choice for him. The owners were unhappy with this and did not want to bring him in. The practice manager spoke with the owners and expressed that if they could not come in, that she would do her best to connect with a different Dr. in the practice but this may take some time. The owner became hostile and began to yell obscenities, along with multiple forms of threats. The practice manager felt that the trust had been broken in the relationship and it was best to allow this patient to seek care with a veterinarian that is better suited for their needs.

  Customer response

  07/19/2024

  The events described are inaccurate and if the business does not make a correction, we will be forced to add libel when we file our civil suit.  
  

  At no point did we say we would return later for euthanasia later in the week.  We also were told the vet was out of town and they would not waste any of the other of their busy vets time for a prescription refill for our pet.
  

  Additionally, no profanity was used.  The only thing that could be taken as a threat was when we informed the owner we would pursue legal remedies and filing with the BBB and governing bodies if they did not make the right decision.  
  

  Our goal here is to ensure no other party will be subjected to the negligence, dereliction of duty and lack of empathy shown to us.  We look forward to a quit conclusion with proper action taken to this claim and will also report this to other governing bodies to accomplish the same end.  

  Business response

  07/30/2024

  In our response to the Complaint # ******** brought about by *************************, the Staff at Mohnacky Animal Hospitals had only acted in the best interest of ***** during a most challenging time as documented in the medical records.   Though our reference and recollection of the matter differs from **********************, it is our intent to come to mutually acceptable terms.  At this time we are not sure what ****************** desires, so any input would be appreciated in the spirit of working together while seeking a resolution.  With Warmest Regards.

*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. ↩