ComplaintsforMain Street Veterinary Clinic

• Initial Complaint

  03/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** was a "community cat" at a condominium community in Southwest ******* where I resided. His previous owner had abandoned him there when he sold his unit, so when I sold mine and moved to Beaumont in 2016, I decided to take ***** with me. He agreed. He bacame an indoor cat, and we have **** together ever since.On Jaunary 15, 2024, I took ***** to ************************* because he was losing weight and becoming lethargic. They gave him a blood test, gave him a shot and sent home an oral antibiotic, which I gave him.On March 19, 2024, I took ***** to Main Street Animal Clinic and dropped him off at 7:00 in the morning, on the way to work. They agreed to see him sometime during the day, and I told them I would pick him up (if needed) after I returned to ********* after work. I called the clinic as I was on the way home, and spoke to the veterinarian (****************), who told me that ***** had a significant flea infestation and this resulted in low blood cell count. She recommended a blood transfusion (at $500+), but said that he could also recover at home. We decided that the latter would be a proper choice. I picked *** as up with a bottle of Pet Tinic, with instructions to give one mL orally twice a day. I gave him his first dose that evning, and another dose the next morning. When I arrived home from work Wednesday, March 20, I found ***** dead in the middle of the living room floor. Surrounding my beloved pet was a significant number of fleas, some dead and many living. I immediately called Main Street Animal Clinic, but found that the business was closed. The phone was forwarded to the Animal Emergency Clinic in Beaumont, and when I was connect to them was told that there was nothing that they could do and they promptly hung up on me.Questions: why wasn' ***** kept overnight when he could receive professional care, and why wasn't he properly and completly defleaed, since we know that the fleas are the reason why he is sick?

  

  Business response

  04/04/2024

  We received the complaint notification late in the afternoon on 3/28/2024.  The practice manager, *******************, reached out to the client immediately that evening ( after hours) in an attempt to address the client's concerns over the care and treatment of his beloved. pet.  ***** was the only person in the office at that time and a summary of the call is attached.  She was unable to reach a resolution with the owner who was/ is still, understandably upset over the loss of his beloved companion. If there are any further questions that she can help with regarding this matter, please call, *******************, at ************.

  Customer response

  04/05/2024

   
  Complaint: 21491588
  
  I am rejecting this response because the office manager, *******************, stated that she immediately contacted me upon notification of the death of my pet cat, *****, when in fact she did not. It wasn't until the following week when someone reached-out to me. As I stated in my original complaint, when I arrived home from work and found him dead in the middle of the living room floor, I -immediately- called the animal clinic only to find it closed, and I was transferred to the Animal Emergency Clinic who hung up on me.

  In my complaint, I asked two questions: why wasn't ***** kept (at least) overnight at the clinic where he could receive professional care, and why weren't the fleas completely removed from my cat when is was allegedly deflead, as this was the primary complaint (the fleas were removing blood from my cat, thus worsening his health and condition)? Neither of these questions were satisfactorily answered.

  Main Street Animal Clinic is an accredited member of the Better Business Bureau. For this reason, it should be held to a higher standard than an ordinary business. I believe the cornerstone is that of trust, and I believe that trust is eared through the delivery of service excellence to the consumer. As a longtime consumer of the servicss provided by this bueiness, who has spent hundreds of dollars there, I believe I should have received a better outcome, especially when I trusted the clinic and practitioner to provide quality service. 

  
  Sincerely,
  
  ***********************

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