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Broad Marsh Animal Hospital, LLC.

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Reviews Broad Marsh Animal Hospital, LLC.

Broad Marsh Animal Hospital, LLC. Reviews (3)

If I could give this ZERO stars I wouldThis office is garbageWhen I first purchased my puppy they were wonderful, but after I finished the "Puppy Plan" they were done with meI got on their "Silver Plan" which costs you $a month but provides their check ups, flea baths and medicineI had to drop my dog off at 7:AM for a bath where I was greeted bright and early with an unwelcoming staff full of rude women who did not care about anyone but themselvesAfter this happening frequently I chalked it up to a couple of bad apples but boy was I wrong! I called and asked for information about getting my puppy spayed where I was given all sorts of information and ended up in a fight with the accountant! Still, I gave them another shotEven when I found out they did not take my dog out after her being there for over hours (multiple visits), I still gave them a shotTaking my dog in for her monthly flea bath I asked if they could possibly trim her around her crotch area as well, they responded yes and I dropped my dog off for the dayI received a call three hours later saying the groomer did not receive my instructions and they were waiting to confirm what I wantedThey asked if I wanted the sanitation trim and an ear trim, to which I responded just the sanitation trimThree hours after that I call to pick her up where they tell me she's readyI arrive and they go to get her, only to come out and tell me that "someone" took her dryer and it's going to be another two and a half hoursFinally, after coming back they bring her out and she's clearly been given some sort of medicine WITHOUT MY PERMISSION, she refuses to walk/open her eyes, her ears are CLEARLY clipped, and they have done way more than a sanitation groomingOh and the icing on the cake, they charged me an extra $when this was supposedly "in the plan"

I recently moved to Beaufort from MA, and a couple days after getting here, my oldest cat became very lethargic and was not acting herself. She had been okay for a day or two after arriving in our new home, and the way she was acting was definitely more the sign of a health problem than depression, stress, or anxiety from move. It was late at night, so my sister went online to look for local animal hospitals that had emergency appointments available, while I stayed with my cat to keep an eye on her. Fortunately, we were able to find one that was right up the street who offered that, and we gave them a call to set one up. The lady, [redacted], was pretty nice and was asking us the appropriate probing questions to see how much of an emergency this really was. She deemed that it was a good idea to bring my cat in.
We met her there a few minutes later, and, though she was nice, she was complaining a little about how she had just been getting ready to leave town for a couple days (to go about two towns away) when we called in for help. Though she wasn't being nasty about it, her words and demeanor did sort of make us feel guilty for having to have called her in, and it made us feel like we were being a burden, when we should have been reassured that my cat's life was what was important.
Once Dr. [redacted] got there, we all went into an exam room, where he determined that she was severely dehydrated and that if we'd waited to bring her in, she would have been dead in a few hours. He was nice, funny, and caring, and he seemed to know what he was talking about. He explained to us what types of testing and procedures would need to be performed so we could get her health back, and I felt confident that we'd brought her to the right place.
After everything had been explained and all questions had been asked and answered, [redacted] brought us back to the front to sign the consent form. Because the consent form grants consent to the animal hospital to do any and all necessary procedures, and because I'm on such a strict budget and need to know exactly how much I'm spending and on what I'm spending it, I made sure to ask [redacted] to have the doctor call me prior to any additional tests and procedures so I could a) know what was being done to my baby, b) be able to figure out what was critical and what could be done a little later (so I could have a chance to save for it), and c) get an estimate on how much money I would be spending so I could make arrangements as necessary so I was able to pay them for the work they were doing. I asked her multiple times and phrased it a few different ways to make absolute sure that we were understanding each other perfectly. She agreed, assured me, and reassured me, that I would be informed of all tests, procedures, and charges prior to those treatments being administered. We were then told that I would be receiving a phone call from the doctor around 10:00 the next morning with an update on everything.
The next morning, I did not receive a call around 10:00, but I figured they were probably busy and decided that I would give them a couple hours instead of pestering them. By 1 or 2 in the afternoon, I decided that I'd waited long enough and decided that I would, in fact, call them. I spoke with the receptionist, [redacted], who was very nice, and I asked her for an update on my cat's status, if any additional procedures needed to be performed, and how much the bill was up to at that point. She was able to tell me that my cat's health and demeanor had improved significantly, but she was unable to provide me with the information about procedures and charges, as it had not been provided to her at that time. I was told that she would look into it and get back to me. She did call me back later, and she told me that Dr. [redacted] wanted to keep my cat for one more night so they could just keep an eye on her and make sure she made a full recovery. She still could not tell me if any additional procedures had been performed or what we were looking at, in terms of cost. I asked her what it would cost for the extra night, and she said that, if anything, it would probably be about $60 or so, with which I was fine. I agreed to let her stay the extra night, thinking that they would just be monitoring her behavior and vital signs, as I hadn't been informed that anything else needed to be done. Once again, I was told I would receive a call the next day, and that I'd probably be able to pick her up around 5:00 p.m.
The next day arrived, and I didn't receive a call until mid-afternoon, saying that it still looked like we'd be able to pick her up around 5:00 that night. I was also informed (finally) of what the bill would be; although, the way in which it was stated was unclear as to whether or not that amount included the $500 deposit we'd put down during the emergency appointment. The amount mentioned in the message was substantial, and I was a little peeved that it had gotten so high without having been told about it - but I was thinking that I was being told the *total*, including that deposit. I had no idea that the amount they were giving me was IN ADDITION to the $500 we'd already spent on that deposit.
We found this out when we got to the vet and inquired about it. Once we were informed of this, that's when I really began getting upset, and I informed the receptionist that we had not agreed to any additional testing or services because we hadn't been informed of any, and that I had no idea how I was going to come up with the money for the ridiculous bill that was being presented. She said that we would need to speak with the doctor about it because she didn't have any kind of password to override charges -- only the accountant did, and she needed to get permission from the doctor. A few minutes later, a nurse/medical assistant came in and began asking us what the problem was, and I explained what had happened. She said that she "could understand [my] frustration", but that there was no way that she could do anything about the charges, and she informed us that the doctor actually had no control over the charges. When we said we wanted to talk with him anyway, she pretty much said that wasn't gonna happen. We told her that the message we'd received said that he wanted to talk with us about my cat before we left anyway, and she returned to the back room.
In the interim, we were talking with the receptionist again, and she'd mentioned that she was unsure as to why we hadn't been given a preliminary invoice, outlining the recommended tests/procedures, costs of those, and total estimated cost. According to her, all clients receive one of those prior to treatment, and we should have been given the same. Needless to say, I wasn't happy about that, either. Then, the accountant came out, and my sister and I overheard her discussing another account with the receptionist. It turns out that this was for a refund of a couple hundred dollars to another woman, who had also been charged for procedures about which she had not been told - they had deemed that she was not responsible for paying for services to which she hadn't agreed. That disgusted me (because this had clearly happened before), but it also gave me a little hope that they would clear us of responsibility for the charges to which *we* had not agreed. Don't get me wrong - I was SO appreciative that they saved my baby's life, and I have no issue paying someone for the work s/he performs -- so long as services and charges are discussed with me BEFORE anything is done. In addition to that being discussed within earshot of us, we were also able to hear the accountant chastising the receptionist for things that she deemed to be wrong -- I've worked in customer service a very long time, and I know that people do need to be told when and where they need to improve. But I also know that, when that needs to be done, you bring the employee to a back room or something AWAY from customers so no one can overhear that conversation. And even though hearing that first part was sort of in my favor, that should have been discussed in a back room away from customers, as well.
After hearing that, it seemed that the person with whom we needed to speak was the accountant, but when we tried to explain what our situation was, she put a hand up and told us that she didn't want to get involved. She said it was between us and the doctor and that she didn't want to get in the middle. She was actually quite rude until we changed the subject.
Eventually, we were finally brought to the exam room to talk with the doctor. He explained everything that had been done and how to monitor and care for my cat over the next week or so. We talked with him about the charges, as we'd been instructed to do by both the receptionist and the accountant, and he basically came back saying that he was just the doctor and the charges weren't up to him. Ultimately, we couldn't walk away without paying, and no one was addressing our concern at *all*, so we had to find some way to get that bill paid, figuring that we would try to address it at a later time, after brainstorming how to make ourselves heard.
While I'd been sitting in the waiting room, awaiting the return of my cat, I had noticed that there was a Revdex.com sticker on the door coming in. I decided it would probably be a good idea to share my story with others, and see if anyone else had had similar experiences. After coming onto the Revdex.com website, it appears as though this business doesn't even have an accreditation!! They may have had one before and forgotten to remove the sticker, but that sticker should definitely not be posted if they are no longer accredited.
All-in-all, it was a TERRIBLE experience and showed that this animal hospital is very disorganized and that there is not much communication going on. Everyone blames everyone else for mistakes instead of *anyone* taking responsibility and doing what is right. Clearly, there are some people who do not receive estimates and documentation that should be provided before treatment. They promise to keep the client informed -- as they *should*!! -- then fail to deliver. And, ultimately, they wrack up giant bills for their customers without giving them the slightest hint of what to expect and claim that there's nothing they can do about it! No one has the authorization to remove things or make changes, despite the fact that they all have authorization to add things to the bill without the customer being informed of what is being done and how much it costs.
After this experience, I will be asking around to see where others bring their little ones for vet care, and I'll be reading reviews of other animal hospitals in the area. Since the reason we chose this one was because they were the only one in the area who offered emergency appointments, I will just have to hope that we don't have any other emergencies while I'm here because, frankly, I don't feel like spending close to $2,000 every time there is an emergency, especially when I'm not being told that it could get to be that high in the first place, and I also don't feel like being made to feel like my baby and I are an inconvenience to the employees who knowingly and willingly work, on call, at an animal hospital that has 24/7 emergency service - especially in circumstances like this where, if I *had* waited, she would have died. Despite the knowledge and personality of Dr. [redacted] and the fact that he was able to save the life of the one I love most, I absolutely will not be recommending this place to anyone, and I will not be going back due to the unethical business practices and the lack of professionalism there.

I have been using this clinic for 35 years and all of my experiences have been positive. The doctor is a compassionate man who truly cares for animals. He has met me in the middle of the night for emergencies, shared in the joy of new pets, and helped me grieve when I lost some. For the quality of services rendered and the cost of pet care these days, I find this business to be reasonable.

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Address: 2511 Boundary St, Beaufort, South Carolina, United States, 29906-7340

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