ComplaintsforCapital City Spay and Neuter Clinic, Inc.

• Initial Complaint

  01/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Several months ago I reserved two of the soonest available spay appointments for two outdoor female cats, the soonest this facility could get me in was Jan 6th 2021, which was comparable to other local businesses, and since I have had 3 other pets spayed/neutered here I reserved the appointments. On January 3rd 2021 at 8:41am I called and confirmed my spays for 1/6/2021 and the cats had to be there between 7-7:30am. I live an hour away from Capital City Spay and Neuter, and I left with plenty of time to get there, however my tire pressure was low and I had to stop at two different places to put air in my tires. However the ETA on my Google maps was 7:36am, and that's when I arrived. I walked in the building at 7:40 after unloading the cats. I walked into the lobby, another spay/neuter customer walked in behind me as well. There was one receptionist behind the desk with a customer at the desk. After a couple minutes another elderly receptionist came out and instead of helping me or the other customer she assisted the other receptionist in finishing with the one at the desk. After the customer at the desk left I approached the desk with my pets to check in, the receptionist refused to check me in claiming I was too late, I was 10 minutes past check in. I then asked to speak to the owner who still refused to honor my TWO appointments, and now these two outdoor cats that I was desperately trying to prevent from reproducing will now get pregnant before their next appointment at another facility. When I left a Google review for the business, she responded lying saying I was 20 minutes late arriving at 7:50, which is impossible bc my husband has call log showing I called him at 7:49 when I was speaking with the owner of the business, bc I wanted him to hear that she was refusing to spay our pets. This owner does not care about preventing unwanted pregnancies in pets and only cared about making an example of tardiness and then lied on a public platform about a customer.

  

  Business response

  01/07/2022

  In response to the complaint from ****** ********  Our drop off policy for surgery is between 7-7:30 am.  They are told this time frame 2 times.  Once when making the appointment and again at the confirmation of appointment the day before.  The reason for this drop off policy is so the doctor can have all the surgery animals pre-medicated and examined before vaccine appointments begin at 8:00 am and surgery begins at 8:30.  This needs to be done at appropriate times.  When ****** came into the clinic is was 7:45.  My self ( ****** *********, Business Manager) explained all the procedures to her and the reason why.  ****** became very upset and insisted that we take her pets,  that she had an appointment and she also traveled a distance to reach our clinic.  Again, I explained to her that it would be putting her pets at risk since the proper time frame for pre-medication had already taken place.  She then demanded to see the doctor.  Dr. Murphy did come out and try to explain again the proper procedure to her on prepping pets for surgery.  At this time ****** would not listen to her and became very offensive in her language to the doctor and staff and left the building.

  The owner was concerned that the pets would become pregnant before a appointment can be made at another facility.  The owner can keep the pets confined in a place such as indoors so as to prevent them from becoming pregnant.

  If you have any further questions regarding this matter please contact me.

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

  Customer response

  01/10/2022

  while I appreciate them responding to the complaint, again, I arrived no later than 7:40 am. And I know from having worked at other Veterinary offices, that 10 minutes does not make or break a schedule. I feel strongly that she overbooked her day, or just wanted to get out of the office early. 

  I was very clear when I booked the appointment that these were outdoor cats, and I would not be bringing them indoors.

  I did not appreciate the way I was treated by the business manager and that is why I asked to speak with the Vet, but that we unsatisfactory, as she spent more time lecturing me on teh importance of her schedule and timeliness than she did either taking teh cats back for surgery or getting me a new appointment. 

  I would like an appointment to have the cats spayed sooner than March.  And I will make every effort to arrive earlier. Thank you.

  

  Business response

  01/10/2022

  As I see it there is no resolution to this matter. The client arrived late and that is a fact. We do not over book appointments as we have a set amount of surgeries we do each day. This is why our drop off time frame is so important and must be strictly adhered too. I do not think where she used to work has any bearing on our facility as each doctor decides what is best for their own practice. Our doctor practices strict safety measures for all pets. Again drop off policy. We will not be making any appointments for this client in the future. The foul language she used upon leaving the clinic will not be tolerated, and was so very unprofessional on her part. There was no need in this type of behavior. The fact that she is missing,

  is the safety we put in making sure every surgery we perform is of the highest standards of care. This is why we have a drop off policy for surgeries. It is the policy that we have had in place for years. 

  Customer response

  01/11/2022

  It is unfortunate that the veterinarian of this facility is more concerned with making an example of tardiness than upholding her oath she took as a Veterinarian. It is equally concerning to me that pets are pre-medicated by exactly 7:30am and then she goes on to do vaccine appointments. In both facilities I worked in this was not common practice. It sounds like the Veterinarian is endangering the wellbeing of her clients' pets instead of protecting them as she claims, and after consulting local veterinarians I have decided I wouldn't want my pets treated here anyway and I am grateful my other 3 pets came home safely. Best wishes to the staff at Capital City.

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