ComplaintsforHillman Veterinary Clinic

• Initial Complaint

  08/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Shannon office manager of Hillman Vet clinic fired me as a client because I cancelled my appointment after waiting outside in the heat, when I had a scheduled appointment. I notified the receptionist I was cancelling and would reschedule and that it was because I couldnt take the heat outside. it was 100 degrees. When I called to reschedule- Shannon said since I cancelled- she was firing me. I requested my records be emailed to me so I could take my 3 dogs elsewhere. They never came. I phoned 5 times requesting. I spoke to Shannon numerous times and yesterday was the last time. NOW Shannon claims, I did notifiy I was rescheduling and she admits I did give a business card stating as such. NOW, she claims, I threw the business card at the receptionist. AND now that is the reason she fired me as a client. I reminded her the cell calls have been recorded and they have cameras in their lobby proving she is lying. Shannon now demands I come into the office in person for the records. However, Shannon is a proven liar and I do not feel safe stepping foot into their office because SHANNON, the liar, could accuse me of anything and call the police. Shannon is desperate to cover her tracks and after reading other reviews, I am not the first she has done this to. I am just the only one that records alls calls, I wear a body camera in public places and I know they too have plenty of cameras in their office. I want all of my dog records emailed to me at **********************. Shannon did email 1 dogs records to Navy blvd animal hospital and the records have treatments my other 2 dogs had performed by hillman on the wrong medical record. I am also reporting the record keeping error to DPBR. Poor record keeping can kill dogs. I want an apology by the business owner. for SHANNON -her employee accusing me of assualt, by throwing a business card at the receptionist. I want all of my dogs medical records emailed to me at **********************

  Business response

  08/19/2022

  Ms ******* came into Hillman Veterinary Clinic on July 25, 2022 and cancelled her dental cleaning appointment due to not wanting to wait in the line to get checked in. She claims she had an appointment at 8:00 am. We make surgical appointments by the day not the specific time. We tell everyone that drop off is between 8:00 and 9:00 am. Surgical check ins, which include dental cleanings, go in a room as they arrive, and ahead of clients waiting to see the veterinarians. If Ms. ******* had waited in the line, she would have gotten checked in rather quickly. Since she left the line and entered through the exit door, our staff was not aware she was waiting to check in and didn't know to acknowledge her. She claims she waited five to ten minutes before writing on our business card that she was cancelling and tossed the card to the office manager. Ms. ******* had previously made appointments for dental cleanings and she did not show up or call to cancel. She cancelled this time due to the long line and did so in a disrespectful manner. When she called to reschedule, she was informed that we would not reschedule due to the multiple cancellations. Shannon, is a receptionist and is not the office manager as Ms. ******* claims. Katherine the office manager, gave Shannon permission to not reschedule any procedures for Ms. ******* and also received permission from the owner of the clinic, Dr. **** *******. We all felt that we could not provide service in the manner Ms. ******* wanted and rescheduling was an exercise in frustration for her and our staff, not to mention the loss of revenue from potential dental procedures that could have been scheduled when Ms. ******* had an appointment and did not show or call. No member of our staff deserves to be treated rudely and called a liar for performing their duties with integrity and respect. Shannon would have done her best to accommodate Ms. ******* if she had been treated with a modicum of consideration. Shannon has been a valued employee since 2016 and she gives us no cause to doubt her account of the situation. We also have several witnesses, including our office manager Katherine, to Ms. *******'s impatience and disregard for our policies and procedures. On July 26, 2022, a printed medical history was sent to Navy Boulevard Animal Hospital. Ms. ******* claims this was not accurate and didn't contain correct information, but it was the record we have in our digital medical records and it coincides with our written medical records. We will not transmit records from other veterinary facilities even if they had been provided by the client. We don't often send written notes unless specifically requested. When those records were requested, the front staff misunderstood and thought Ms. ******* was going to pick them up. Those records have now been sent to Ms ******* as requested. As of July 25, 2022, Ms. ******* will not be provided any veterinary services at Hillman Veterinary Clinic and is not welcome on the premises of **** * ******* *** Pensacola, FL 32501. If you have any questions regarding this matter feel free to contact Kelly ******* CVT or Dr. **** ******* at ************ or ********************* Thank you for your time and attention to this matter.

  Customer response

  08/22/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Hillman's response fails to address my complaint of their employee falsely accusing me of assualt and now they are slandering me with their claims they have several witnesses of my impatience and disregard for the clinics procedures. ( Which are not posted anywhere- or given to you when you schedule. I guess they make them up as they go along as needed.) Hillman has numerous security cameras that captured everything that took place, which would prove I did not assault anyone with a business card. Hillman refuses to submit the video because it would prove they are Lying. Why are they refusing to submit the video?

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