ComplaintsforThe Village Vets

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Surgical procedures for our dog were performed, however, post-op services were not properly administered. Typical follow up for post-op did not take place. Suture removal is unknown. Onsite employee altercation and removal from facilities was unnecessary.

  Business response

  04/19/2024

  *********************

  One the location of the incident is incorrect

  our location address is 

  The Village Vets Westside

  ***********************************************************************************

  ************

  PLEASE EMAIL ALL RESPONSEs GOING FORWARD TO ************************

   

  ************* brought her fur baby ******** in on 3/14/2024 for a dental with 3 growth removals 

  on pick up ************ came to get ******** at the time he was verbally told discharge instructions along with being handed a take home paper with those same instructions. On 4/9/2024 ************* called asking why haven't we called to set up an appt for the sutures to be removed. I then told ************* we do not call for suture removal appt you are to set that up before you leave with your pet the day of sx or to call and get pet on books ***** days post sx "this is also included on the paper with the discharge instructions that was sent home with Mr." *** stated well no one told me that. I then asked *** if she could bring p in next day to check suture area being it was now been 26 days since sx. *** started ******* stated she can't just change her day around to bring pet in. *** then made an appt for the following day on 4/10/24. After p was taken to the back to see ****************** for suture removal I ***** went and spoke with *** informing her going forward we will no longer accept her business here at the ******** location, she asked why I told her the way she cursed and yelled at my team the day before was uncalled for especially when I know my team gave her correct information. She then stated I wasn't even the one that picked up my husband then, I then stated then theres no way you can tell me my staff didn't tell him about the suture removal appt. I asked her did her husband bring home the paper she stated when she asked her husband yesterday he stated he didn't even read the paper. At this point I told o where she can see the miscommunication started at home and not here with my office staff. She then stated even if it's on the paper we need to call them next time. I told o there will be no next time. At that point she got angry started cursing telling me she's going to call the cops on me because I asked her to leave my lobby when she started yelling and cursing, "SHE STATED I WAS AN ANGRY BLACK WOMEN AND SHE FEELS THREATEN" she then proceeded to walk towards the door and called me  BI*** and a stupid CUN*, she then said Fu** you while walking out the door. ************ call the next day trying to figure out what went wrong and then stated he wanted a refund for the surgery since we were rude to his wife, I do have surveillance in my lobby and told mr he could come watch the camera and listen to how his wife was the aggressor etc. "he did not want to see"  he stated he will get a refund one way or another and hung up.

  They are wanting a refund from a surgery that was completed because they are no longer allowed at our hospital for services.

  please feel to reach out with any questions

  sorry for delay as this was sent to the wrong hospital and then that hospital sent it to me. "which the client knew this as they were also fired from this location"

  *************

  Customer response

  04/19/2024

   
  Complaint: 21557029
  
  I am rejecting this response because:
  We did not get the necessary post op care as part of the procedure.  We are unsure whether the stiches have been fully removed and was not informed one way or the other.

  Additionally, we should be refunded $100 for our cat's deposit for surgery as that did not take place and we did not cancel the appointment.

   

  
  Sincerely,
  
  *****************

  Business response

  05/09/2024

  
  Additional Comments from Consumer:
   
  Complaint: 21557029
  
  I am rejecting this response because:
  We did not get the necessary post op care as part of the procedure.  We are unsure whether the stiches have been fully removed and was not informed one way or the other.
  Additionally, we should be refunded $100 for our cat's deposit for surgery as that did not take place and we did not cancel the appointment.
  
  
  Sincerely,
  
  *****************

   

  In response to this above response from o, Mrs. was told the same day she was fired as a client that the sutures were out, my tech did try and give ************* some information on the incision site but Mrs. cut her oof and said at this point you could be lying I don't know what ya'll did back there. At that point I told my tech the conversation was over and that ************ could leave. The sutures were removed by a doctor and the is no refund to issues for ********'s dental being we never took a deposit from Mrs. ******* was going to be taken the day of ******** bloodwork but all that was cancel after client was fired. 

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