Business ProfileforCountryside Veterinary Hospital

- [ ] On Monday, October 11, 2021. I went to go pick my dogs up from being kenneled around 5 PM. We have been using his boarding kennel for years and yesterday was the last straw. I had called A few days prior before we left for vacation on the Thursday prior to make an appointment for the dogs to be kenneled until we got back. I also requested that Rocco get his nails trimmed. This is routine for us they never have to do Frankies because we do them at home. She notified me that Frankie didn’t have a shot on record there but I told her he had just gotten it two months prior whenever he had to have surgery and they could contact the vet and have them send the records over or I could call them to have them send it over. Keep in mind our kennel has permission to contact the vet to get the information that they need. My husband took the dogs on Thursday and dropped them off and Bob the owner told **** that Frankie did not have a shot. Not that he did not have the records but that he just did not have the shot and **** told him ok if he needs it that’s fine, not knowing he was already up to date. However whenever I called to book me appointment days prior the lady I spoke with was supposed to put in the notes that they were supposed to obtain the records from my vet and they didn’t even put that in the notes, so there was an internal communication error on their behalf. I go to pick up the dogs yesterday evening and Bob the owner handed me my receipt and as I look over the charges I noticed that they had given Frankie the vaccine that he just had two months prior and they also gave him a nail trim which we did not ask them to do. Whenever I brought this up to him he got very angry with me and started yelling at me in front of another customer and a young child. I explained to him that I had spoken to the lady whenever I was booking them and told her that they could get the records from the vet or they could have me send them over. He started yelling at me telling me that I told your husband that he needed a vaccine and he okayed it, after I told Bob that I had already previously spoken with someone and it was supposed to be noted that they were supposed to obtain the records from the vet. They never did so they administered an unnecessary vaccination and an unnecessary nail trimming service. I tried to calmly speak to the owner about this as he he continued to yell at me and cuss at me in front of the man and child behind me. I asked him if he would please refrain from using such foul language considering there was a child in the room and he looked at me and said what does it matter to you. I proceeded to tell him that I had children and I wouldn’t like for someone to speak like that in front of them so I do care. He put his hand in my face pointing at me and yelling for me to take my business elsewhere and then he was going to shred my animals documents. I asked if he would go and get the lady that I spoke with to book the appointment and he refused to do so. I then asked if he would please go get my dogs so that I can go home as my children were waiting in the car. He let the dogs out of the kennel and did not put them on a leash. They both ran into the lobby with a small child and another adult in there unleashed and Bob proceeded to throw my dogs leashes at me and their food on the floor in front of me. I looked up at him and said this is not OK and very unprofessional as there are other people in here number one and number two this is not how you treat customers. We have spent thousands of dollars with them over the years Boarding our dogs just to be treated so poorly. I proceeded to call up there this morning to speak with the owner not knowing that it was Bob the whole time and he proceeded to yell at me on the phone again so I am putting my story out there, so that no one else will have to deal with this horrible experience like we did.

We want to start by saying that we completely understand the frustration felt by the customer. There were some communication errors on our end. However, this goes to show that no business is perfect. These errors are not like us. The allegations the customer made are not all that true. There was a lack of communication on the customer's end. We were told different things by each party. We caused no harm to any of the pets. We showed them the love and care that they deserve. The owner, Robert, has been of service to the public for over 40 years. His employees, who show an immense amount of care for the customers and their pets. They have been at it for over a decade. This situation is unfortunate, however, we were very professional with it all. The funds for the services the customer believes were not asked for were returned. No hostility was shown to the customer. We can understand how she might have seen it that way at the moment due to her frustration. We all tend to dramatize situations in our heads, every single one of us is guilty of this. However, that is all it was. Nothing was thrown, no foul language was used, no pets were treated with anything but the utmost love and care. I hope the customers mentioned can find peace with the whole situation as we will.

The customer behind me and his young child can attest to the foul language language that was used. Also the fact that both of my animals were let loose to run into the lobby without being put on a leash. As well as the leashes being thrown on the floor infront of me as well as my pets food. This behavior is unacceptable by any business regardless of personal feelings. My children were also in the car watching from the window of the kennel glass doors.

This customer has been to us multiple times, never complaining about the dogs running out to her. Most customers are excited to see their pet’s excitement when they run out. The man mentioned, who was with his child, commented to us after the customer left. He believed the customer’s attitude was unpleasant and bizarre. He also mentioned how the customer’s comment about the “foul” language was unnecessary. He believed that no foul language was used and was in no way offended. Once again, we have made peace with the situation. However, we do not appreciate the company’s name being bashed when we show the utmost love and appreciation to our customers and their pets.

I wish there was a way to attach all of the awful reviews and comments that have been left about this business on social media. People speak of the place wreaking with urine smell and the poor attitude of the staff. If someone would like to contact me further I would be happy to provide copies of all of the hundreds of comments regarding how unprofessional and unsanitary this business is.

I would also like to state that the owner did cussed at me. And he has let my dogs run out to me before and it has never been a problem however there has never been another customer in the lobby before. My main issue is that child that looks terrified whenever he just let my dogs run out free. And then throwing our personal belongings on the floor in front of me.