ComplaintsforMagnolia Veterinary Hospital

• Initial Complaint

  01/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 1/24/2023 my boxer puppy became really ill. He vomited a couple times and was very lethargic and disoriented. I was told that he was running a fever of 105.6. I don't know how true that is because I never saw the reading on the thermometer. They told me that they needed to keep him overnight for "supportive care" and was given an estimate of $1508 being the low number and almost $2900 being the high number. We paid the $1508 up front as the deposit before they would even consider treating him. We went for a visit the next day and his underside was completely wet and we were told it was from them wetting him trying to break his fever. We visited a while and they insisted on keeping him overnight again. When we went on the 26th to visit and hopefully bring him home they put us in a room to wait on them to bring Bruno in. When they finally did they had to carry him in because he could no longer walk on his own. His condition was rapidly deteriorating and not due to fever or an illness but from being kept in a kennel far too small for him and laying in his own urine for two days. Not being fed or watered for two days. They sent him home with the IV still in his front leg. I paid these people a lot of money to make my dog better. They didn't do so. They made him worse. He walked in there, he didn't walk out. He had to be carried. I feel they should have to return the money they were paid because they did not give me a diagnosis, nor did they make even a little better. His condition is much worse now. The employees are rude. This place is highly overpriced for the quality of care they provide. Or lack of quality.

  

  Business response

  01/27/2023

  This client brought their dog in, and it was extremely sick.  I have attached all medical history.  Our concern is the dog has distemper, which is a preventable disease but since the animal is not vaccinated and potentially owner neglected, he has contracted it.  Also, the patient was placed in isolation because of the severe potential for the disease spreading to other unvaccinated animals.  Medically and diagnostically, the patient was treated with a high standard of care.  This is not the first time the owner has become irate and cursed at the staff.  Because the patient was so ill, I decided to allow us to treat the animal (which I now regret).   This is a case of an owner feeling guilty for neglecting their pet and deflecting their anger onto us.

  Please see attached history.

  Customer response

  01/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******* ******

   

  My dog has never been neglected. I have his shot records and provided them on our first visit to magnolia. They must not have made a copy of them. I was never given any of these test results they provided and they never told me they suspected he had distemper. I am finding this out now. I have not ever cussed the staff out. They are making things up to try and cover up for the inadequacy of their practice. My dog came home in much worse condition than he was in going in there. Yes I got a little upset because I had already paid over $1600 and they were wanting another $600 but couldn't tell me what was wrong with my dog. There was another lady in there the same time as me and was experiencing pretty much the same situation. This place has 1 out of 5 stars on the google reviews. Wish I had checked that out before hand. I certainly wouldn't have wasted my money.

  

  Business response

  01/30/2023

  In regard to the customer response.  No vaccine records were received because and store everything electronically. We will be happy to contact the veterinarian that administered the vaccines for proof.  And, we have the camera footage of the cursing in our lobby. 

  Customer response

  01/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  Regards,
  
  ******* ******

  I have tried three times now to attach his shot records but it keeps telling me that it's too large so I will send those another way if someone just lets me know where to send them. Yes Bruno was taken out of there with the IV still in his arm because his condition was so alarming we wanted to get him out of there as soon as possible. We didn't even realize that it was in there still until the girl at the front desk told us that it was and to bring him back in and they would remove it but then they head that guy told us not to bring him back in and to "keep it". And to clarify when I said that I had never cussed them out I meant before this incident. They were definitely cussed out after this incident by my husband and myself. I also have a photo of the IV that I had to remove from his arm that the dressing had not been changed on in 2 days and a copy of the cocktail of medications that they gave him despite not knowing what was wrong with him. I now have to repotty train him because after laying in his own urine for 2 days he thinks it's okay to just pee wherever. I don't know it could possibly be the excessive dosage of gabapentin that has in peeing everywhere either way is directly related to his stay at magnolia. And let me just add that since I stopped giving him that cocktail of medications he is doing much better other than the peeing everywhere. Please let me know where to send attachments because it will not let me add them on here I have tried three different times.

  

  Business response

  01/31/2023

  The shot records are for Willow.  You can email them to ****************************.com

  Customer response

  01/31/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******* ******

  Which was originally his name. He was 4 months old when we got him. We didn't care for the girly name so we changed it. 

  

  Business response

  02/01/2023

  Our response is the same.

  Customer response

  02/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  Regards,
  
  ******* ******

  I see no need to email his shot records to Magnolia because he will not be going back there ever. 

  Customer response

  03/03/2023

  I filed a complaint on this business already. In their response they clearly stated in black and white(which I have a copy of) client mad questioning the 600 dollars - told him he could leave - not to return to the hospital and we would not worry about the balance - BL. But yet they turned right around and turned it over to collections. That is just ridiculous.

  Correction to a credit report

  Customer response

  03/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

   

  They did not make an offer. They said not to worry about the balance and I have that in writing but they turned right around and turned it over to collections. If you ever want to see the scum of the earth go to this place. They are just as sorry of people as they are veterinarians.
  Regards,
  
  ******* ******

   

• Initial Complaint

  11/17/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  So we had to take our dog here. we get their first off it was $160 to even be seen. then they wanted $160 for an x-ray. we let them do what they needed to do. they came back and said we had three options. 1. do surgery 2. cremate 3. send back home. they kept the dog overnight. the lady asked how much do you have in your care credit card. i let her know i didn’t feel comfortable telling her that as then they have an advantage to charge whatever they needed to charge. we let the dog stay overnight. Dr. A called us to let us know that the dog had 3 fractured bones that overnight he had a chance to do “better x-rays” that we can have surgery and that he has seen worse and that the dog will be fine sent us to greenville to have surgery charged us $829.90. Get all the way to greenville all for them to tell us the dog was paralyzed .. how come the doctor at magnolia couldn’t tell us this? we had to take time away from work bring the dog 40 minutes away and be charged another $600 for their mistake. this is not okay. how are they even opened right now and can not give a proper diagnosis and charge people whatever for what service . i am filing complaints with bbb ****** and anywhere else i have to. DO NOT TAKE YOUR ANIMAL HERE ! i am not okay with this as i feel i have been taken advantage of and robbed for my money. below are doctors notes and invoice.i am seeking refund for hospital stay as if properly diagnosed he wouldn’t of had to stay we would have had a chance to make the correct decision if done correctly. this is not okay.

  

  Business response

  11/29/2021

  We will not be offering a refund.  I have attached the medical note as well as the client communication.  Mrs. ******** sister arrived at the practice under the influence and was belligerent.  After she began using profanity at the staff, she was asked to leave.  Mrs. ******* called and said they were "too high" to drive to Greenville and asked if we would see them.  Dr. A was kind enough to examine and treat the dog overnight.  The dog did have deep pain and anal tone which indicates normal neurologic function.  We performed all the necessary medical treatments and diagnostics.  Mrs. ******* and ****** ****** are not allowed back into the practice under any circumstances and we will not be issuing a refund.  And, if they show up to the practice under the influence of illegal substances again, we will contact the authorities. 

  Shona M**********

  Practice Manager 

   

  Customer response

  12/01/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  never said i was too high how far them even say that i should sue for declination off character i said we live 45 minutes away sad he called us at 10:30 said we had to pick up the dog with in 30 minutes . my sister was not drunk we were not under the influence. how far them i called back my sister was so upset she just ran over her dog and felt the lady was being rude and got an attitude woth her. i called back and apologized on her behalf and asked why i couldn’t bring the dog back as i had nothing to do with the situation 
  
  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. ↩