ComplaintsforPoints East Veterinary Specialty Hospital

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7pm -930pm 1-3-2022 my girlfriend & I took her service dog to the vet hospital. We Did everything the way everything was explained to do after 2.5 hours waiting in the car like told? I called to check progress the clerk gave attitude I'm still talk calm. then I asked for the corporate number she hangs up on me. I walked to the door & asked for her name & the corporate number a doctor comes from the back I explained everything then she started fussing & said she'd appreciate if I not be rude to her staff still calm I said I never was rude the way I'm talking to you is the way I talked to her she stated her clerk said I curse at her I informed her I never then I said I need her name & your corporate number the doctor said you'll get it when it's your trun then walked off never came back I still sat outside another 40min still no call or anything. Only information that was given was the clerk name suppose to be *******.

  Business response

  01/17/2022

  Business Response /* (1000, 5, 2022/01/07) */ Feedback, such as this, is essential to our growth. It has been taken very seriously. Upon speaking to the team staffing our triage emergency veterinary hospital during this time and the disappointed consumer, I, the Hospital Administrator, gained understanding that both parties were under high levels of stress and tension. The team shared that they were managing two separate patients that arrived extremely critical that required intense immediate treatment and then CPR. Very sadly, neither of these patients were revived. Subsequently, the team was also addressing the needs of extremely shocked and upset families. The consumer, openly shared his frustration about not being seen during this time period the hospital team was addressing these critical patients. However, he was not fully aware what was going on in the treatment area and that the patients that were taken in before his pet did not survive. There was miscommunications and misunderstandings during a time of elevated emotions. The reception members staffing during this time period have been directly managed regarding this situation. With the nature of our business, we always hope no one actually needs us. Our hope, though, is that this consumer will trust our facility for future veterinary emergencies should they arise.

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