Santa Ana Veterinary Hospital

To Whom It May Concern:Thank you for contacting us regarding a complaint you received from one of our clientsI am a manager here at Santa Ana Vet Hospital and decided to look into the matter myselfI did try to reach out directly to the client, but was unable to reach herOur standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no chargeThe first RE-taping however, always incurs a $chargeWhile I can certainly understand how ‘first taping’, and ‘first RE-taping’ can be cv onfused or misunderstood by someone when verbally communicated, we did pull the records we have on fileWhen we did so, we found that written clearly on the receipt from September 23rd is the following statement: “Re-taping when needed will be $each time”I have attached a copy of this receipt with this letter as verification and proofWhile I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptableHad I been informed of this matter, I would have made sure we properly addressed and resolved itI will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forwardAs a courtesy to the client, despite the fact that the initial receipt from September 23rd clearly states the $re-taping fee, we can go ahead and extend a $credit towards future servicesWe hope this seems like a fair and reasonable resolution to the matterI am available to discuss this matter further via phone or email at [redacted] or [redacted] Sincerely,***

To Whom It May Concern: Thank you for contacting us regarding a complaint you received from one of our clientsI am a manager here at Santa Ana Vet Hospital and decided to look into the matter myselfI did try to reach out directly to the client, but was unable to reach herOur standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no chargeThe first RE-taping however, always incurs a $chargeWhile I can certainly understand how ‘first taping’, and ‘first RE-taping’ can be cv onfused or misunderstood by someone when verbally communicated, we did pull the records we have on fileWhen we did so, we found that written clearly on the receipt from September 23rd is the following statement: “Re-taping when needed will be $each time”I have attached a copy of this receipt with this letter as verification and proof While I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptableHad I been informed of this matter, I would have made sure we properly addressed and resolved itI will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forwardAs a courtesy to the client, despite the fact that the initial receipt from September 23rd clearly states the $re-taping fee, we can go ahead and extend a $credit towards future servicesWe hope this seems like a fair and reasonable resolution to the matterI am available to discuss this matter further via phone or email at [redacted] or [redacted] Sincerely, ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

RE: ID ***
margin-bottom: 5pt;">To Whom it May Concern:
Thank you for contacting us regarding a complaint you received from one of our clientsI am a manager here at Santa Ana Vet Hospital and decided to look into the matter myselfI did try to reach out directly to the client, but was unable to reach herOur standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no chargeThe first RE-taping however, always incurs a $chargeWhile I can certainly understand how "first taping", and "first RE-taping can be confused or misunderstood by someone when verbally communicated, we did pull the records we have on fileWhen we did so, we found that written clearly on the receipt from September is the following statement: "Re-taping when needed will be $each time"I have attached a copy of this receipt with this letter as verification and proofWhile I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptableHad been informed of this matter, would have made sure we properly addressed and resolved itI will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forwardAs a courtesy to the client, despite the fact that the initial receipt from September clearly states the $re-taping fee, we can go ahead and extend a $credit towards future servicesWe hope this seems like a fair and reasonable resolution to the matterI am available to discuss this matter further via phone or email at *** *** or ***
Sincerely,
***

RE: ID [redacted]To Whom it May Concern:Thank you for contacting us regarding a complaint you received from one of our clients. I am a manager here at Santa Ana Vet Hospital and decided to look into the matter myself. I did try to reach out directly to the client, but was unable to reach her. Our...

standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no charge. The first RE-taping however, always incurs a $20 charge. While I can certainly understand how "first taping", and "first RE-taping can be confused or misunderstood by someone when verbally communicated, we did pull the records we have on file. When we did so, we found that written clearly on the receipt from September 232016 is the following statement: "Re-taping when needed will be $20 each time". I have attached a copy of this receipt with this letter as verification and proof.While I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptable. Had been informed of this matter, would have made sure we properly addressed and resolved it. I will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forward. As a courtesy to the client, despite the fact that the initial receipt from September 23 clearly states the $20 re-taping fee, we can go ahead and extend a $20 credit towards future services. We hope this seems like a fair and reasonable resolution to the matter. I am available to discuss this matter further via phone or email at [redacted] or [redacted]Sincerely,[redacted]

To Whom It May Concern:Thank you for contacting us regarding a complaint you received from one of our clients. I am a manager here at Santa Ana Vet Hospital and decided to look into the matter myself. I did try to reach out directly to the client, but was unable to reach her. Our standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no charge. The first RE-taping however, always incurs a $20 charge. While I can certainly understand how ‘first taping’, and ‘first RE-taping’ can be cv onfused or misunderstood by someone when verbally communicated, we did pull the records we have on file. When we did so, we found that written clearly on the receipt from September 23rd 2016 is the following statement: “Re-taping when needed will be $20 each time”. I have attached a copy of this receipt with this letter as verification and proof. While I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptable. Had I been informed of this matter, I would have made sure we properly addressed and resolved it. I will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forward. As a courtesy to the client, despite the fact that the initial receipt from September 23rd clearly states the $20 re-taping fee, we can go ahead and extend a $20 credit towards future services. We hope this seems like a fair and reasonable resolution to the matter. I am available to discuss this matter further via phone or email at [redacted] or [redacted]. Sincerely,[redacted]

To Whom It May Concern:
Thank you for contacting us regarding a complaint you received from one of our clients. I am a manager here at Santa Ana Vet Hospital and decided to look into the matter myself. I did try to reach out directly to the client, but was unable to reach her. Our standard policy for ear crop procedures is that the first taping, done immediately after the procedure is included at no charge. The first RE-taping however, always incurs a $20 charge. While I can certainly understand how ‘first taping’, and ‘first RE-taping’ can be cv onfused or misunderstood by someone when verbally communicated, we did pull the records we have on file. When we did so, we found that written clearly on the receipt from September 23rd 2016 is the following statement: “Re-taping when needed will be $20 each time”. I have attached a copy of this receipt with this letter as verification and proof.
While I feel this is tremendously clear, we certainly do regret that the customer did not realize this and felt she was dealt with in a rude manner, which is never acceptable. Had I been informed of this matter, I would have made sure we properly addressed and resolved it. I will speak to our staff about how to handle such issues in the future, and discuss with them how to properly communicate things moving forward. As a courtesy to the client, despite the fact that the initial receipt from September 23rd clearly states the $20 re-taping fee, we can go ahead and extend a $20 credit towards future services. We hope this seems like a fair and reasonable resolution to the matter. I am available to discuss this matter further via phone or email at [redacted] or [redacted].
Sincerely,
[redacted]