ComplaintsforSpay N Save, Inc

• Initial Complaint

  06/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 26th 2022, my dog Winter was spayed at Spay & Save. She as dropped off at 7:45am & I arrived back to pick winter up at 2:00pm, she was loopy from surgery which is to be expected. Winter did well eating, drinking, & being somewhat mobile as she could until monday may 31st. I woke up to Winters stomach purple & red, which is not a good sign seeing she just had surgery. I called the hot line of spay & save & they denied me service, denied to even see Winter. They completed a surgery on my dog & denied to see her for post op complications afterwards, when on the post op packet I brought home with me said, that they would take her in, see her, at minimal cost.. Yet I was denied & told to take Winter elsewhere.. I called my dogs vet that I take her to when she is sick, where she got her shots & to be microchipped, explained to them what happened & they denied care, saying she needed to go elsewhere with more experienced vets. I finally found one, & 350$ later, winter has a flesh eating bacteria, the vet that finally took her in, said it was more than likely due to not sterile surgical tools & an unclean environment. Spay and save did not even send me home and antibiotics, they sent me home with pain killers & an anti inflammatory pill. I payed to get my dog spayed.. not Bucherd & get hurt more.. Winter has been on good antibiotics, pain medication for a few days now & will need 700$+ worth of care if she doesn't heal on her own in the next 5 days.

  Business response

  07/20/2022

  Business Response /* (1000, 6, 2022/06/17) */ We are happy to report we spoke to the owner and Winter is doing well. We have offered to see her and cover any and all cost moving forward in regard to this matter. After speaking to the owner we realized she called a local emergency clinic not Spay N Save on Monday May 30th, they are the ones who said they could not see the dog (please see the attached post op instructions, we direct people to call there in the event of an emergency outside our business hours). We also have an after-hours vet tech monitored cell phone that should have been called but was not (we can verify this with call logs). The owner did not ever call Spay N Save so we did not have any knowledge of this until another vet called for the records May 31st. At that time we made several attempts to call the owner but she had changed her phone number and we did not have the new one. We always offer free post op exams if there are any concerns after surgery. Also, as to the mention of flesh eating bacteria and lack of a sterile environment please see the notes from********* Vet Clinic as they clearly reflect that the Owner was not compliant with Spay N Save's post op instructions (attached for review) and that the pet was licking the incision, was not wearing the e-collar and that is what caused the problem. We have spayed and neutered over 84,000 pets and have a spotless reputation. We are very sad that Winter had an issue after surgery and if her owner had called our after-hours number we would have gladly seen her and given her all the care she needed regardless of her owners ability to pay. That is and always will be our policy and we stand by our patients. Consumer Response /* (3000, 8, 2022/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not call another clinic,in regards of winters after care, I called spay n save & was denied care. Business Response /* (4000, 10, 2022/06/29) */ We have made every attempt to get Winter's owner to understand she called the emergency clinic's phone number listed on our post op instructions. That is not Spay N Save. Attached to this reply is also a print out of the call log, maybe Winter's owner can provide a copy to show where she did call? We are not open nor do we answer our phones at 7am on a holiday. The place she called even said the doctor just left from an overnight shift. Spay N Save is not open at night or on weekends. We are happy Winter is doing well. As much as we stand by our statement our desire to provide top quality customer service leads us to feel the only resolution is to offer her a refund. Please also know that she never asked me for one a refund when we spoke on the phone or via text. Please reach out to us for the refund as we were asked to not contact you again. Consumer Response /* (2000, 12, 2022/07/01) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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