I am unsure whether or not to respond as if to Ms [redacted] herself or not so, if the statement needs reformatted to be appropriate, please let me knowIn response to the complaint filed by [redacted] (ID [redacted] ) on 09/04/2015:Ms [redacted] has very valid points and we are now, as we were when we addressed the issue in house, sympathetic to her concernsPet care is our number one priority and we value, above all else, the relationship between a pet and their ownerLet me first state that our vaccination policy is in place for the protection of all pets in our boarding facility and all other pets in the buildingBoarders are required to adhere to the policies we have laid out and, if they are not in compliance, we bring them up to date so as to avoid their becoming sick or their getting other pets sickWhen the issue with Ms***'s boarding stay was first brought to our attention it was, as she stated, a bit confusingUpon further investigation into the issue, a manager found that a mistake had been made by a staff member in reading the provided records and so Ms***'s pets, [redacted] and [redacted] , were admistered vaccines that they didn't needThey were also both heartworm tested and given intestinal parasite exams as, per Ms***'s veterinarian, they were not up to do date on those thingsThe aforementioned manager met Ms***'s sister when she came to pick the pets up, explained what had happened and offered our apologiesTo rectify the mistake, all charges for the vaccines rendered that were not needed and, as a gesture of our apology, also the heartworm tests and intestinal parasite exams were removed from her invoiceHe asked her if she would like to speak to a veterinarian who could explain to her the implications of the animals receiving the extra vaccination so she could put her mind at ease, to which she declinedTo address the most serious statement within her complaint: our veterinarians are certain that the extra dose of vaccination will, in absolutely no way, harm these pets When she left with [redacted] and [redacted] , we were of the impression that the issue was resolvedWhen the manager tried to speak to Ms [redacted] herself, she was very emotional to the point that she used obscenities and demanded to speak to a supervisorA few days later, she came in to the hospital and spoke to the Practice Manager in person where she, again, used obscenities and maintained a high level of emotionShe demanded that we return the money she'd spent on the boarding as well as give her at least $for her vets to look at the dogs and give her additional compensation for her timeThe practice manager explained that we had already removed the charges which were unnecessary and that we would be happy to have any of our veterinarians look over her pets at no charge, to which she declinedWe feel that we have done everything within reason to rectify the mistakeShe was not charged for any of the services rendered which shouldn't have been, as well as services that were required which she should have, technically, had to pay for, and offered her complimentary exams of her pets To avoid future confusion, all of the boarding staff has been re-trained on reading vaccine records from other clinicsAlso, for a non-related reason, the staff member responsible for the mistake is no longer with the company
Ms. [redacted] ,We apologize for the confusion with your bill. This was clearly an instance of miscommunication between ourselves & you. We are willing to adjust your bill to the desired settlement of $383.73. Thank you for your patience & understanding.
Ms***’s original complaint on 09/04/was primarily that
she was concerned for the health and well-being of her petThis rejection of
our response has digressed away from that and, rather than stray too far, we
will be swinging the focus back to that original complaint
We feel that we have responded appropriately, both medically
and professionally, to all of the concerns laid before usMedically, reactions
to vaccinations occur, if not immediately after receiving the vaccine, within
6-hours of itMs***’s pets were in our care at that time and were being
monitored for reactionsNone presented, either in the aforementioned time
frame or at any time at all during their stay with usAn exam was offered to Ms*** and was
rejectedMedically, there is little else to be done
Professionally, we have extended several apologies both in
person and via these communicationsOur removal of charges for all
non-boarding services was a further extension of those apologiesWe are
disheartened that our attempts at rectifying this issue have not been accepted
by Ms*** but, again, we feel that the actions we have already taken (or
offered) have managed the situation in the most appropriate way possible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ---In response to the reply by All Creatures Animal Hospital filed by the unknown.Let me first start out by stating, All Creatures first told me that they ONLY vaccinated ONE of my dogs and that was *** Please note in their response, they stated that they revaccinated BOTH of my dogs, *** and *** As I stated in the letter I first sent to the Revdex.com, All Creatures staff as well as the manager himself changed their story numerous of times and this just proves it(Please look at the paperwork I sent to you, it is called patient chart, two pages for *** and one page for *** Notice the dates given The boarding dates were Aug18th to Aug22nd, 2015)It went from myself not providing any shot records for ***, to the shot records for *** looks sketchy (whatever they meant by that), to them calling *** *** Vet (which is where *** had went and had gotten his vaccines, also remember they claimed they didn’t have records for ***), which my question to that was “how would you have known to call that particular vet to get records had you not received the shot records from myself?” that’s what I asked All Creatures at the time Again, they stumbled over their words and came up with another excuse, which was, the records that I provided them (remember they claimed first off that I did not give them shot records) looks like they had been made up I asked them if they were insinuating that I made them up I said to them, I wish they would just admit that they did wrong and offer to do something about it I then asked to talk to the boarding manager because I felt like I was going to keep getting the run around with the lady in boarding After the manager had gotten on the phone I filled him in on what had happened The manager had said to me that the shot records I provided were unclear of when *** had gotten his vaccines I simply asked the manager to look at the left hand side of the paper and he would see the dates of the vaccines and in the middle of the paper he would see the description of everything that my vet has done Of course, he stumbled over his words as well The excuses and their story had changed so many times I couldn’t keep track Although they might have apologized for their mistake to me in revaccinating my dog (***) but I can’t remember due to all the story changing If they would of admitted to making a mistake at the beginning and asked what they could have done for my dogs and I, that would have showed professionalism Instead, they were trying to put the blame on my vet and myself.All charges for the vaccines, heartworm test and intestinal parasite exam should have been rendered at no charge That was not a “favor” due to my dogs were current on ALL vaccines and preventions that they needed If my dogs “needed” heartworm tested and intestinal parasite exams and vaccinated, why wasn’t it done the day I dropped them off for boarding? Especially, if All Creatures has pet care their number one priority and supposedly I didn’t provide adequate shot records Wouldn’t my pets already affected other people’s pets by then? With the heartworm test and intestinal parasite exams my dogs did not need those as well My dogs have had the appropriate prevention treatment every month by their vet which also showed in their shot records that I provided All Creatures.As for my sister, when she came to pick up *** and *** for me, NO one apologized for their mistake Instead, they tried to convince her that I did not provide shot records for *** My sister asked the lady in boarding if she could see the papers that she had in her hand The lady kept waving around the papers and told my sister “see, she didn’t provide shot records for ***”My sister eventually reached over and pulled the papers from the lady’s hand As my sister turned to the shot records for *** and showed the lady in boarding that the records were there, she then started stumbling over her words and the excuses started coming My sister was never offered by any of All Creatures staff to have one of their veterinarians look at my dogs.I never used obscenities and yes I did demand to speak with the supervisor, who wouldn’t, especially if you love and care about your pets And yes I was concerned about my dogs, who wouldn’t be? And yes a few days later I did stop in to All Creatures and asked for a print out of what they did and gave to my dogs I asked them if they were going to do anything right at all out of all this to please be honest with what they did and gave to my dogs so I could let my vet know Which apparently they weren’t honest then either Because what the boarding manager and all staff told me and my sister is that they revaccinated *** only and did heartworm test on both dogs and intestinal parasite exam on just *** due to him showing signs of having intestinal parasites, so they say In the print out they gave to me it shows for *** the revaccinated him for DHLP-Parvo Vax, heartworm testing, and intestinal parasite exam done by All Creatures on Aug19, In print out they gave me for ***, intestinal parasite exam (see documentation I provided Revdex.com) This is what I mean by their stories and excuses changed so many times that I do not know what to believe I did ask to talk to the boarding manager when I stopped in but instead I got the Practice Manager As I was talking to her she just stood there with a smirk on her face She finally said, “Well I don’t know what you want us to do Ms***” That’s when I said, first off you guys could have admitted your mistake and offered to pay for my vet to check my dogs out when my sister came to pick them up since you guys messed up I also said to her that maybe they should have offered to not charge for the boarding either, considering I had to cut my vacation short as well as have my sister drop everything and go pick my dogs up I never “demanded” any amount of money I simply stated what I felt they should have done to rectify the MAJOR mistake Again, my sister nor I was never offered for their veterinarian to check my dogs out Which I have to be honest, I would have probably turned down their offer (IF they would of offered), due to All Creatures can not board pets right so therefore I question their ability to check out my pets Also, again, I should have never been charged for the vaccines, heartworm test, and intestinal parasite exams to begin with due to their neglect and inability to read shot records I also asked why one of the staff members or manager didn’t call me on my cell phone, that I provided to them as well the day I dropped off my dogs, before they did anything to my dogs, which that’s what I signed for them to do They were supposed to call me with any concerns, problems, questions, etcbefore they did anything to my dogs to get my approval first Which they apparently did not do so
which indicates your acceptance of the business's response. If you wish, you may update it before sending it. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am unsure whether or not to respond as if to Ms. [redacted] herself or not so, if the statement needs reformatted to be appropriate, please let me know. In response to the complaint filed by [redacted] (ID [redacted]) on 09/04/2015:Ms. [redacted] has very valid points and we are now, as we were when we...
addressed the issue in house, sympathetic to her concerns. Pet care is our number one priority and we value, above all else, the relationship between a pet and their owner. Let me first state that our vaccination policy is in place for the protection of all pets in our boarding facility and all other pets in the building. Boarders are required to adhere to the policies we have laid out and, if they are not in compliance, we bring them up to date so as to avoid their becoming sick or their getting other pets sick. When the issue with Ms. [redacted]'s boarding stay was first brought to our attention it was, as she stated, a bit confusing. Upon further investigation into the issue, a manager found that a mistake had been made by a staff member in reading the provided records and so Ms. [redacted]'s pets, [redacted] and [redacted], were admistered vaccines that they didn't need. They were also both heartworm tested and given intestinal parasite exams as, per Ms. [redacted]'s veterinarian, they were not up to do date on those things. The aforementioned manager met Ms. [redacted]'s sister when she came to pick the pets up, explained what had happened and offered our apologies. To rectify the mistake, all charges for the vaccines rendered that were not needed and, as a gesture of our apology, also the heartworm tests and intestinal parasite exams were removed from her invoice. He asked her if she would like to speak to a veterinarian who could explain to her the implications of the animals receiving the extra vaccination so she could put her mind at ease, to which she declined. To address the most serious statement within her complaint: our veterinarians are certain that the extra dose of vaccination will, in absolutely no way, harm these pets. When she left with [redacted] and [redacted], we were of the impression that the issue was resolved. When the manager tried to speak to Ms. [redacted] herself, she was very emotional to the point that she used obscenities and demanded to speak to a supervisor. A few days later, she came in to the hospital and spoke to the Practice Manager in person where she, again, used obscenities and maintained a high level of emotion. She demanded that we return the money she'd spent on the boarding as well as give her at least $100 for her vets to look at the dogs and give her additional compensation for her time. The practice manager explained that we had already removed the charges which were unnecessary and that we would be happy to have any of our veterinarians look over her pets at no charge, to which she declined. We feel that we have done everything within reason to rectify the mistake. She was not charged for any of the services rendered which shouldn't have been, as well as services that were required which she should have, technically, had to pay for, and offered her complimentary exams of her pets. To avoid future confusion, all of the boarding staff has been re-trained on reading vaccine records from other clinics. Also, for a non-related reason, the staff member responsible for the mistake is no longer with the company.
Ms. [redacted],We apologize for the confusion with your bill. This was clearly an instance of miscommunication between ourselves & you. We are willing to adjust your bill to the desired settlement of $383.73. Thank you for your patience & understanding.
I am unsure whether or not to respond as if to Ms [redacted] herself or not so, if the statement needs reformatted to be appropriate, please let me knowIn response to the complaint filed by [redacted] (ID [redacted] ) on 09/04/2015:Ms [redacted] has very valid points and we are now, as we were when we addressed the issue in house, sympathetic to her concernsPet care is our number one priority and we value, above all else, the relationship between a pet and their ownerLet me first state that our vaccination policy is in place for the protection of all pets in our boarding facility and all other pets in the buildingBoarders are required to adhere to the policies we have laid out and, if they are not in compliance, we bring them up to date so as to avoid their becoming sick or their getting other pets sickWhen the issue with Ms***'s boarding stay was first brought to our attention it was, as she stated, a bit confusingUpon further investigation into the issue, a manager found that a mistake had been made by a staff member in reading the provided records and so Ms***'s pets, [redacted] and [redacted] , were admistered vaccines that they didn't needThey were also both heartworm tested and given intestinal parasite exams as, per Ms***'s veterinarian, they were not up to do date on those thingsThe aforementioned manager met Ms***'s sister when she came to pick the pets up, explained what had happened and offered our apologiesTo rectify the mistake, all charges for the vaccines rendered that were not needed and, as a gesture of our apology, also the heartworm tests and intestinal parasite exams were removed from her invoiceHe asked her if she would like to speak to a veterinarian who could explain to her the implications of the animals receiving the extra vaccination so she could put her mind at ease, to which she declinedTo address the most serious statement within her complaint: our veterinarians are certain that the extra dose of vaccination will, in absolutely no way, harm these pets When she left with [redacted] and [redacted] , we were of the impression that the issue was resolvedWhen the manager tried to speak to Ms [redacted] herself, she was very emotional to the point that she used obscenities and demanded to speak to a supervisorA few days later, she came in to the hospital and spoke to the Practice Manager in person where she, again, used obscenities and maintained a high level of emotionShe demanded that we return the money she'd spent on the boarding as well as give her at least $for her vets to look at the dogs and give her additional compensation for her timeThe practice manager explained that we had already removed the charges which were unnecessary and that we would be happy to have any of our veterinarians look over her pets at no charge, to which she declinedWe feel that we have done everything within reason to rectify the mistakeShe was not charged for any of the services rendered which shouldn't have been, as well as services that were required which she should have, technically, had to pay for, and offered her complimentary exams of her pets To avoid future confusion, all of the boarding staff has been re-trained on reading vaccine records from other clinicsAlso, for a non-related reason, the staff member responsible for the mistake is no longer with the company
Ms. [redacted] ,We apologize for the confusion with your bill. This was clearly an instance of miscommunication between ourselves & you. We are willing to adjust your bill to the desired settlement of $383.73. Thank you for your patience & understanding.
Ms***’s original complaint on 09/04/was primarily that
she was concerned for the health and well-being of her petThis rejection of
our response has digressed away from that and, rather than stray too far, we
will be swinging the focus back to that original complaint
We feel that we have responded appropriately, both medically
and professionally, to all of the concerns laid before usMedically, reactions
to vaccinations occur, if not immediately after receiving the vaccine, within
6-hours of itMs***’s pets were in our care at that time and were being
monitored for reactionsNone presented, either in the aforementioned time
frame or at any time at all during their stay with usAn exam was offered to Ms*** and was
rejectedMedically, there is little else to be done
Professionally, we have extended several apologies both in
person and via these communicationsOur removal of charges for all
non-boarding services was a further extension of those apologiesWe are
disheartened that our attempts at rectifying this issue have not been accepted
by Ms*** but, again, we feel that the actions we have already taken (or
offered) have managed the situation in the most appropriate way possible
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
Regards,
*** *** ---In response to the reply by All Creatures Animal Hospital filed by the unknown.Let me first start out by stating, All Creatures first told me that they ONLY vaccinated ONE of my dogs and that was *** Please note in their response, they stated that they revaccinated BOTH of my dogs, *** and *** As I stated in the letter I first sent to the Revdex.com, All Creatures staff as well as the manager himself changed their story numerous of times and this just proves it(Please look at the paperwork I sent to you, it is called patient chart, two pages for *** and one page for *** Notice the dates given The boarding dates were Aug18th to Aug22nd, 2015)It went from myself not providing any shot records for ***, to the shot records for *** looks sketchy (whatever they meant by that), to them calling *** *** Vet (which is where *** had went and had gotten his vaccines, also remember they claimed they didn’t have records for ***), which my question to that was “how would you have known to call that particular vet to get records had you not received the shot records from myself?” that’s what I asked All Creatures at the time Again, they stumbled over their words and came up with another excuse, which was, the records that I provided them (remember they claimed first off that I did not give them shot records) looks like they had been made up I asked them if they were insinuating that I made them up I said to them, I wish they would just admit that they did wrong and offer to do something about it I then asked to talk to the boarding manager because I felt like I was going to keep getting the run around with the lady in boarding After the manager had gotten on the phone I filled him in on what had happened The manager had said to me that the shot records I provided were unclear of when *** had gotten his vaccines I simply asked the manager to look at the left hand side of the paper and he would see the dates of the vaccines and in the middle of the paper he would see the description of everything that my vet has done Of course, he stumbled over his words as well The excuses and their story had changed so many times I couldn’t keep track Although they might have apologized for their mistake to me in revaccinating my dog (***) but I can’t remember due to all the story changing If they would of admitted to making a mistake at the beginning and asked what they could have done for my dogs and I, that would have showed professionalism Instead, they were trying to put the blame on my vet and myself.All charges for the vaccines, heartworm test and intestinal parasite exam should have been rendered at no charge That was not a “favor” due to my dogs were current on ALL vaccines and preventions that they needed If my dogs “needed” heartworm tested and intestinal parasite exams and vaccinated, why wasn’t it done the day I dropped them off for boarding? Especially, if All Creatures has pet care their number one priority and supposedly I didn’t provide adequate shot records Wouldn’t my pets already affected other people’s pets by then? With the heartworm test and intestinal parasite exams my dogs did not need those as well My dogs have had the appropriate prevention treatment every month by their vet which also showed in their shot records that I provided All Creatures.As for my sister, when she came to pick up *** and *** for me, NO one apologized for their mistake Instead, they tried to convince her that I did not provide shot records for *** My sister asked the lady in boarding if she could see the papers that she had in her hand The lady kept waving around the papers and told my sister “see, she didn’t provide shot records for ***”My sister eventually reached over and pulled the papers from the lady’s hand As my sister turned to the shot records for *** and showed the lady in boarding that the records were there, she then started stumbling over her words and the excuses started coming My sister was never offered by any of All Creatures staff to have one of their veterinarians look at my dogs.I never used obscenities and yes I did demand to speak with the supervisor, who wouldn’t, especially if you love and care about your pets And yes I was concerned about my dogs, who wouldn’t be? And yes a few days later I did stop in to All Creatures and asked for a print out of what they did and gave to my dogs I asked them if they were going to do anything right at all out of all this to please be honest with what they did and gave to my dogs so I could let my vet know Which apparently they weren’t honest then either Because what the boarding manager and all staff told me and my sister is that they revaccinated *** only and did heartworm test on both dogs and intestinal parasite exam on just *** due to him showing signs of having intestinal parasites, so they say In the print out they gave to me it shows for *** the revaccinated him for DHLP-Parvo Vax, heartworm testing, and intestinal parasite exam done by All Creatures on Aug19, In print out they gave me for ***, intestinal parasite exam (see documentation I provided Revdex.com) This is what I mean by their stories and excuses changed so many times that I do not know what to believe I did ask to talk to the boarding manager when I stopped in but instead I got the Practice Manager As I was talking to her she just stood there with a smirk on her face She finally said, “Well I don’t know what you want us to do Ms***” That’s when I said, first off you guys could have admitted your mistake and offered to pay for my vet to check my dogs out when my sister came to pick them up since you guys messed up I also said to her that maybe they should have offered to not charge for the boarding either, considering I had to cut my vacation short as well as have my sister drop everything and go pick my dogs up I never “demanded” any amount of money I simply stated what I felt they should have done to rectify the MAJOR mistake Again, my sister nor I was never offered for their veterinarian to check my dogs out Which I have to be honest, I would have probably turned down their offer (IF they would of offered), due to All Creatures can not board pets right so therefore I question their ability to check out my pets Also, again, I should have never been charged for the vaccines, heartworm test, and intestinal parasite exams to begin with due to their neglect and inability to read shot records I also asked why one of the staff members or manager didn’t call me on my cell phone, that I provided to them as well the day I dropped off my dogs, before they did anything to my dogs, which that’s what I signed for them to do They were supposed to call me with any concerns, problems, questions, etcbefore they did anything to my dogs to get my approval first Which they apparently did not do so
[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. If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply. Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]
I am unsure whether or not to respond as if to Ms. [redacted] herself or not so, if the statement needs reformatted to be appropriate, please let me know. In response to the complaint filed by [redacted] (ID [redacted]) on 09/04/2015:Ms. [redacted] has very valid points and we are now, as we were when we...
addressed the issue in house, sympathetic to her concerns. Pet care is our number one priority and we value, above all else, the relationship between a pet and their owner. Let me first state that our vaccination policy is in place for the protection of all pets in our boarding facility and all other pets in the building. Boarders are required to adhere to the policies we have laid out and, if they are not in compliance, we bring them up to date so as to avoid their becoming sick or their getting other pets sick. When the issue with Ms. [redacted]'s boarding stay was first brought to our attention it was, as she stated, a bit confusing. Upon further investigation into the issue, a manager found that a mistake had been made by a staff member in reading the provided records and so Ms. [redacted]'s pets, [redacted] and [redacted], were admistered vaccines that they didn't need. They were also both heartworm tested and given intestinal parasite exams as, per Ms. [redacted]'s veterinarian, they were not up to do date on those things. The aforementioned manager met Ms. [redacted]'s sister when she came to pick the pets up, explained what had happened and offered our apologies. To rectify the mistake, all charges for the vaccines rendered that were not needed and, as a gesture of our apology, also the heartworm tests and intestinal parasite exams were removed from her invoice. He asked her if she would like to speak to a veterinarian who could explain to her the implications of the animals receiving the extra vaccination so she could put her mind at ease, to which she declined. To address the most serious statement within her complaint: our veterinarians are certain that the extra dose of vaccination will, in absolutely no way, harm these pets. When she left with [redacted] and [redacted], we were of the impression that the issue was resolved. When the manager tried to speak to Ms. [redacted] herself, she was very emotional to the point that she used obscenities and demanded to speak to a supervisor. A few days later, she came in to the hospital and spoke to the Practice Manager in person where she, again, used obscenities and maintained a high level of emotion. She demanded that we return the money she'd spent on the boarding as well as give her at least $100 for her vets to look at the dogs and give her additional compensation for her time. The practice manager explained that we had already removed the charges which were unnecessary and that we would be happy to have any of our veterinarians look over her pets at no charge, to which she declined. We feel that we have done everything within reason to rectify the mistake. She was not charged for any of the services rendered which shouldn't have been, as well as services that were required which she should have, technically, had to pay for, and offered her complimentary exams of her pets. To avoid future confusion, all of the boarding staff has been re-trained on reading vaccine records from other clinics. Also, for a non-related reason, the staff member responsible for the mistake is no longer with the company.
Ms. [redacted],We apologize for the confusion with your bill. This was clearly an instance of miscommunication between ourselves & you. We are willing to adjust your bill to the desired settlement of $383.73. Thank you for your patience & understanding.