Pewaukee Veterinary Service, S.C.

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
Richard Cull

I tried to contact you today but I got your voicemail. I am out of the office until first thing next week but wanted to get back to you. It is unfortunate that this client felt they needed to contact Revdex.com prior to contacting us directly to get the balance on their account. Our veterinarians...

are unable to give someone an estimate of what it will cost to treat an animal prior to diagnosing the pet. We are currently processing the refund of the balance on his account and will revive the check early next week. If you have any additional questions please let me know. Thank you[redacted] 
[redacted]

Pewaukee Veterinary Service Manager Aaron [redacted], son of Randy [redacted] owner, treated us in an arrogant and condescending manner, showing lack of kindness, compassion, dignity and respect for our pet’s pain and our grief over his loss.
The terrible experience of losing our loving cat was made even worse by Pewaukee Veterinary Service, they failed to meet an acceptable standard of care on any level. The lack of compassion and dignity shown to my cat's pain and my family is beyond comprehension, they should not have a license to deal with pets. In our experience, they are nice until you have a problem or don't agree with them and they don't care about your pet's pain only your money!
I don't believe the nearly perfect reviews on their site, supposedly from verified clients, must be by chosen only clients. The only way to give a review there is if they send you a survey to fill out. I paid them thousands of dollars as a client with two cats and can't do a review as they won't send a survey for me to fill out!
On Tue 3/22 I took my cat in because he vomited a [redacted] liquid. Dr. Ann-Margaret took x-rays and said it was acid in his stomach over constipation. She sold us new food and their constipation med. She was rude and in a hurry.
Our cat seemed OK, until late Thursday night he suddenly got sick. We took him in Fri morning with Dr. F[redacted], he was in serious pain, disoriented and could barely stand up. She did tests, an hour and a half passed and she said she needed new xrays. He was in pain I asked her to please give him a pain med as he was suffering. The xrays showed abnormalities in the stomach and fluid which turned out to be blood. He had to be put to sleep as he was dying.
The whole procedure of putting him to sleep was done on the cold, hard floor of the exam room. So we got on the floor, it was very difficult for my parents as they are 70yrs old. They wanted to be as close to him as possible so he knew we were there with him. No body showed any concern for this.
We called Monday and spoke with Aaron [redacted] Manager as we could not understand how this had happened, we had been told it was constipation and 2 days later he's being put to sleep. Why was nothing abnormal seen on the x-rays by Dr. Ann-Margaret and then suddenly there is a mass in his stomach? Was it there on both days or not? Can a mass appear in 2 days? Our cat was eating and drinking fine, using the litterbox daily, didn't seem in pain, had complete blood work done by Pewaukee Vet one month prior and everything was normal. Could his death have been prevented? Did constipation cause this or something else?
I was crying as I asked some of these questions...His attitude was cold, uncaring and showed lack of compassion. He didn't explain anything, but said everything they did was correct!
I told him we felt that to euthanize our cat on the floor didn't show dignity or compassion for him and at their age, it was difficult for my parents to get on the floor. He interrupted me to say “you were all fine and comfortable on the floor” and that if we didn't “like” the floor, we should have moved him ourselves. I told him we were in shock and afraid to move him and cause him more pain, so we didn't. They were in charge of the situation and should have shown respect, compassion and professionalism.
For example the vet knew he was in a lot of pain, why didn't she offer a pain med instead of my having to ask 1.5 hours of seeing him in such agonizing pain? If I hadn't asked, nothing would have been given to him. The responsibility to not allow unnecessary suffering was for the professional veterinary as they have experience on this and we rely on them for that.
I told him I now know there is a grieving room for this and he said that we could use it by appointment only. My neighbor had her cat euthanized in their grieving room without prior appointment. Why did we need an appointment? Discrimination or what?
He said we should be thankful that they “graciously allowed” us to take up an exam room for 4 or 5 hours while tests and the euthanasia procedure was done!...He said exam rooms are made for only 2 people, NOT a “whole family” That is ridiculous, we are only 3 people and my mother arrived at the end as we only told her once it was clear he had to be put to sleep.
We paid $250 for the first visit and didn't even get a hint of how grave our cat was, then $900 two days later to euthanize our cat on the cold floor and we're told we're taking up their exam room? Aaron should be ashamed of himself for saying that.
My father told Aaron, he wanted to speak with the owner instead of him and he said no. Aaron asked what did we want him to say because we had wasted his time on the phone for 20 min. We said at least an apology for the lack of dignity shown for our cat in his last moments. He said no, they did nothing that he had to apologize for, they are professionals and we don't deserve any kind of apology!

I (with my son and my dog) did a tour and reserved a suite for my dog at the "All pets inn" (API) which is run buy the Pewaukee Veterinary Services (PVS). I explained to the nice lady that was behind the counter giving me information that the date that I had booked I would be in a hurry; that I needed to literally drop my dog and run I had a limited amount of time to get to the airport. I asked her if that was possible and what did I needed to do to make that happen. She told me that all I had to do was fill out some paperwork. When I was reading the paperwork I had to fill out I saw that they want you to pay at pick up. I asked how could I handle that since I will not be the one picking up my dog and she said I could a check to the person picking her up. I filled everything out and left it with her (and got copies of it). The afternoon before the day I was to drop off my dog I got a message telling me that they had scheduled an appointment for my dog to be seen (for free) with one of the doctors at the time of drop off. I called and I explained to the lady that answer the phone that it was not possible for me to do this appointment since as had explained when I did the tour I was on a time crunch. I had a flight to catch. She said the appointment would only take 10 mins and I explained to her that unless they could guarantee me that the doctor would be available when I get there and I was ready to go that was not going to work. She said they had to do this with every new dog and I told her that I understood. I asked her if it was possible to bring her that afternoon or evening (since I new they were open late) she said they had nothing. She said that I needed to find a new kennel. I explain that because I was leaving the next day that was going to be hard to do that I wish they would have said something when I did the tour and asked the questions (two weeks before the scheduled date). She put me on hold and some woman named Lisa came to the phone. She was extremely rude and insistent in having this appointment. I explained to her that had they told me the day of the tour I would've scheduled an appointment beforehand. In addition I told her I would be happy to do the appointment that afternoon but that I had a flight to catch the next day and that I would be in a hurry when I dropped of my dog and that that was the reason I had filled out paperwork when I did the tour. She wanted me to leave work earlier for the appointment. I explained to her that I had just started a new job and that it was bad enough that I was taking time off for this trip in the first place. She told me that if I was not going to abide by the rules I had to find another place. I asked her to let me plea my case to a supervisor. She said the supervisor was busy. I beg her to help me. She put me on hold for a long time and came back telling me that she was the manager and she said no appointment no boarding. I asked her why I couldn't talk to a supervisor and she said the supervisor was in a meeting and I asked her why she couldn't just call me after the meeting and she said because she was going home after that. After thanking her for her help I hung up and called back attempting to talk to someone else but every time I was put on hold and Lisa would come on the line. I had to scramble around at 5:30 in the afternoon to find other options, which were not convenient for me or the people that had to change their plans to bail me out.