ComplaintsforCompanion Animal Hospital

• Initial Complaint

  01/14/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Companion Animal Hospital groomed my dog on 1/13/22. They called during her appt to let us know they had cut her eye during the appt. Upon arrival, we were told by the vet on site that 'these things just happen' and she even went as far as to try and point fault at the dog for 'moving at the wrong time'. She tried appeasing us by saying we weren't being charged for the procedure, as if that was the largest concern, nor would it be necessary if not for them. I've been up all night with my dog in pain, as she was given pain medication, but it only helps for a few hours at a time. It's not the first issue we've had as far as nicks, and we understand that mistakes can happen, but these people need to be held accountable in knowing your pet is actually safe in their establishment. Just because it is an animal does not mean they can be treated neglectfully. Higher standards need to be held so that an animal does not leave injured, like mine has.

  Business response

  02/17/2022

  Business Response /* (1000, 7, 2022/02/02) */ As a veterinary professional our number one goal is the well being of our patients and this extends to my entire staff. We would never wish anything bad to happen to any of our patients, otherwise why would be do this career. There are times that accidents do occur no matter how careful that you are at all times. This is one of those times unfortunately that an accident did happen. The patient was being groomed in our hospital by our groomer when the patient moved and suffered a minor cut to her eyelid. The owner was immediately notified of the accident and informed that we would fix the cut and all associated issue at no cost to them, at this point the client was amendable. When they came to pick up they were not ok any long and upset with us and the incident which I can understand. The patient needed the sutured removed in 7 -10 days and they informed us that they did not want us to do it they would go somewhere else. I told them that was understandable and that we would happily pay for any expenses they accrued for this injury. Upon being rechecked by the other hospital there were further intervention needed to aid the healing process and that additional cost would be involved. I informed the clients that we would mail them a check for their first visit and pay the other bills directly to the hospital they were now taking the patient to, thus covering all expenses. I understand this does not change what happened or any of the aftermath of what the patient and client had to deal with. However, we have done the best that we can in a unfortunate situation to make it right for the patient and make sure they are being taken care of in a environment that they feel comfortable. Thus allowing for the best possible outcome for patient and client. Our groomer has an outstanding track recording since working here for the past 3 1/2 years. Again accidents do happen and we never wish that on anyone however there is nothing we can do to change it, other than deal with aftermath and work toward a positive outcome.

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