ComplaintsforKindness Animal Clinic

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my cat to the vet, I was trying to get her out of the crate but she was scared and resisting. The vet technician walked in took one look at my cat and said "we aren't going to do this the nice way" as she proceeded to pick my cats crate up and turn it completely upside down as my cats hind leg got stuck between the metal door and crate. I told the lady to put it down my cats foot is stuck, she put it down and walked out. I grabbed my cat and left because I was upset, when I got home 5 minutes later my cat was limping and is still limping two days later. I went to a new vet and got X-RAYS done and my cat has sustained and injury from this vet most likely a sprain.

  Business response

  07/01/2022

  Business Response /* (1000, 10, 2022/06/15) */ The customer brought her cat to the clinic on Saturday, May 14, 2022, for bloodwork. We could not get the patient out of the carrier because the pet was so fractious and tilted the carrier as a standard procedure to facilitate removal from the carrier when the technician cannot remove it the usual way. Tech was still unable to work on the patient at all because of aggressive behavior on the part of the patient. The customer left the clinic without reaching out to the Veterinarian and didn't give us a chance to resolve the issue. On Sunday, May 15, 2022, the customer reached us over social media and complained that the technician tipped the crate upside down completely, injured the pet's hind leg and she can barely walk on it. She requested we provide the technician's name. She also mentioned in the text message (in her own words) - "My cat was already in pain with lumps all over her and now it's worse. I didn't notice she was limping until I got home because, at the office, we weren't able to get her out of the crate". Not knowing the complete situation, offered apologies for the inconvenience and requested to bring her cat to the clinic on Monday so that we can provide necessary services with the help of additional tech. The customer said that she had an appointment somewhere else and was afraid bringing her cat back would make her cat's anxiety worse. Discussed the situation with the Veterinarian, and technician. The technician told she didn't knock the carrier over and tilted it (which is a standard procedure) to facilitate the removal of the patient from the carrier. The technician said to the customer that she would have to do it another way because she was unable to get the patient out of the carrier. On Tuesday, May 17, 2022, the customer reached us again over social media asking about the technician's name and told us that her cat sustained an injury from our technician without providing any additional information or proof. Not having any additional information from the customer on her cat, requested our veterinarian to call the customer to have a clear understanding of the situation, get the necessary documentation, and see what we can do to make the customer happy. Veterinarian spoke with the customer and requested to send medical records and receipts. The customer provided a receipt and did not provide medical records and/or radiology reports.

*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. ↩