ComplaintsforGallardo Family Animal Hospital, LLC

• Initial Complaint

  05/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the morning of April 16th, I took my two cockatiels ***** and **** to Gallardo Family Animal Hospital for a routine nail trim at 9:45, appoint made via *** **** app. Both birds have previously seen Doctor Gallardo. I remember him completing their nail trims and allowing me to come in the back to watch and be with my birds during previous appointments. On April 16th, a brunette male Caucasian in his mid 20s, referred to as a vet tech by front desk, had me hand both birds over to him and would not allow me to come back with them for the nail trim. I was told there were two vet techs total, I only saw the one described. Immediately after sending the birds back, I paid at the front desk. I heard screams of pain from one of my birds two different times while they were in the back. The length of time going by was not normal. Twenty minutes or so went by, when Bruce Gallardo came to the waiting area to let me know there had been an accident, caused by one of the two vet techs, and ***** toe had been cut off. Bruce Gallardo said that he cauterized the toe, apologized, stated it would not grow back and that this would be permanent, but **** would learn to adapt to life without her toe. He did not offer her any pain management but did refund what I had paid the front desk already and gave me “quick-stop” which is a powdery substance that stops bleeding. **** was sent home bleeding and favoring her foot. The bleeding stopped after 1 day, but she continued to favor her foot for 3 weeks. **** is a rescue who in her short life of 2 years, has been passed around to several different homes, me being her third and final owner. Before the accident, **** was a fearless and silly girl who loved to use her feet to hold things, and hang upside down. Now **** struggles to grip, balance, and is more skittish of getting into her carrier.

  Business response

  06/07/2024

  Hi *******,

  I am so sorry again for this accident. I’m devastated to hear that **** is having trouble now. I see that you requested we contact you. I just received this notice via email from BBB. I am out of the office today, but wanted to respond immediately. I will call you Monday morning around 11am when I get back to the office. 
  

  I’m so sorry as is the tech who made the mistake. We know that we cannot take back the incident, or of course we absolutely would. We will do everything we can to rectify the situation as much as possible and help **** return to herself.
  

  I’m looking forward to speaking with you around 11am on Monday.

   

  Warm Regards,

  Tara Gallardo, CVPM

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