Broadmoor East Veterinary

I took my dog to them to look at some stiche's and to put a bandage on his footThey charged me dollars and told me to come back in a week they would look at his foot again at no charge, then on the second visit, they took the stiches out, made him bleed, all without telling me then said if I wanted another bandage on the wound it would cost me another dollarsI told them that was not what I was told last week.They became rude and began speaking over the top of me refusing to let me speakThe worst customer service everNot to mention the abuse to my dogMake is leg bleed then refuse to bandage

I arrived for my dog's vet appt3/17/on timeInformed by Desk Clerk (Amy?) they had 'some emergencies' & were running lateI waited 30+ minutes and after all other customers were taken care of, Amy came over and 'apologized' for my waitI told her my dog was only there for a vaccine and was supposed to be "in and out" so he could go next door for his grooming appointmentAmy stated she would inform them as to why my dog hadn't shown up for his grooming appointment and to ask if they could work a little later past their closing timeAmy returned from the grooming facility to tell me that my dog "doesn't have an appointment and is not in the book for grooming today"I wanted to go talk to the groomer, Ericka but Amy stated Ericka was busy grooming another dog.I explained to Amy that I made the appointment for my dog to get his updated vaccine JUST so he could be groomed that dayThe appointment was made on March 2, at 4:pm and the Vet clinic transferred my call ove

To whom it may concern,We apologize for Mrs***'s experience in our clinicWe did have three emergencies that required the doctors immediate attentionMrs*** was informed at the time of chethat there were emergencies and that there would be a wait. Mrs*** checked in for her
appointment at 10am and checked out at 10:56amWe vaccinated her dog and were informed that he was having some problems with his earsDrO*** spent 20-minutes with the client as she had to do an ear discharge analysis and prescribed medication for the ear infectionWe agree that the mix up with the grooming appointment was not handled appropriately and the groomer is no longer employed by the companyWe prioritize our emergencies over regularly scheduled appointmentsHad Mrs*** brought her animal in on an emergency basis we would have seen her animal firstWe explained to Mrs*** that on Saturday's we only have one doctor in the buildingWe did give Mrs*** a 10% discount on her servesWe would like to offer Mrs*** 50% off a grooming appointment in the futureWe sincerely apologize for any inconvenience that Mrs*** endured while hereAttached is the cc receipt with the time of check out.Thank you,Shannan R***Practice Manager/OwnerBroadmoor East LLC***

Complaint: ***
I am rejecting this response because:They could have rescheduled my dog's visit and made arrangements to groom him at another dateI was never told that they didn't have enough help on Saturdays or I wouldn't have made the appointmentA courtesy call could have been made prior to my appointment stating "We have emergencies and your dog won't be able to be seen until ______ timeWould you like to reschedule?" Also, it doesn't matter that the groomer is 'no longer with the company' as she was employed with the company at that time and made an obvious error and didn't correct it, but rather lied to me to cover up her errorThis place no longer is reputable and unless you have an emergency and $$$$$ , they don't want to waste their time with honoring appointments for something so simple as a vaccination. By the way, she did not accurately report what time my dog was brought back to give him the vaccination and he was also not there to have his ears looked atThe ear exam was ONLY because I mentioned at the check-in, "And if you have time, could you look at his ear because I think he might have an ear infection". I don't believe my dog was in the exam room for more than a total of minutes after approximately a minute wait timeAgain, my complaint is how they handled everything and then to be told my dog wasn't even on the groomer's appointment book and the lying to cover up the error
Regards,
*** ***

Dear Mrs. [redacted],We sincerely apologize for your negative experience with us.  We also sorry that we can not reach accommodations that were satisfactory for your experience.Sincerely,Shannan R[redacted]Broadmoor East Veterinary Clinic.

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September 28, 2016 To Whom It May Concern:On September 21, 2016, [redacted] presented his dog, "[redacted]", informing us that a veterinary surgeon in Denver, Colorado removed a tumor...

from his dog's leg and that he was to remove the bandage on his own. According to Mr. [redacted], once he removed the bandage his dog proceeded to lick and chew at the incision sight making it bleed. Dr. Coreen F[redacted] examined the dog, cleaned the incision sight, inspected it and determined the sutures and incision were intact and placed a new bandage over the incision sight. Upon check-out, the client's aunt, [redacted], paid the bill and I informed her that we would like for them to bring "[redacted]" back to the clinic in one week to remove the bandage and see if the sutures could be removed at that time as well and that there would be no charge for either procedure. [redacted] acknowledged that she understood.On September 28, 2016, at approximately 9:00a.m., Mr. [redacted] called the clinic to see if he could bring "[redacted]" in to have his bandage and sutures removed and to confirm there would be no charge for either service to which I agreed. At approximately 9:45a.m., Mr. [redacted] entered the property to have "[redacted]'s" bandage removed and incision inspected to see if sutures could be removed at the same time. Dr. F[redacted] removed the bandage and sutures but recommended that another bandage be placed due to the owner's information that his dog will lick and chew at the incision without the bandage on. Laurie F[redacted], one of our technicians, gave Mr. [redacted] the option to leave the bandage off and see how [redacted] does at home or have one replaced and he elected to have another bandage placed on the dog. Upon hearing of his choice I told Laurie & Dr. F[redacted] to wait so I could inform Mr. [redacted] that there would be a charge of $25.00 to replace the bandage. When I did he became irate and said he was told there would be no charge. I told him that I was the one he spoke with earlier on the phone and that I told him there would be no charge for removal of the bandage and sutures but since he was opting to have another bandage replaced he would need to pay for that. He became angry and said that he didn't bring any money with him. I told him he could take his dog home and when he has the money bring "[redacted]" back and we can put the bandage on. He stood up from the couch and said that is not what he was told and that I didn't need to speak to him that way. I told him I that I was just informing him of what he was truthfully told and he said I don't need to get nasty or get an attitude with him. He said, "Don't be [redacted] with me and get me my [redacted] dog!" He told me I was rude and I need to learn a thing or two about customer service. I proceeded to get his dog for him when he entered the back hallway of the clinic and demanded to speak to my boss. I called Shannan R[redacted] from her office and informed her of the situation. She approached Mr. [redacted] in the clinic lobby, introduced herself and asked for him to explain to her what was going on. He proceeded to angrily cuss and say that he was lied to, that he's never been treated this way, and that I needed to be fired. Shannan informed him again, that there is no charge for bandage and suture removal but because he elected to have another bandage placed he would have to pay for that. He said that was ridiculous because this was our fault (??) and he shouldn't have to pay for it. She told him if he was unhappy with the service then he could go to another clinic. He yelled, "[redacted] you guys!" and stormed out of the building. Approximately ten minutes after Mr. [redacted] left the clinic his aunt, [redacted], called and proceeded to yell over the telephone about how awful her nephew was treated and how they were lied to. I explained that it was in fact her nephew who was making a scene and using obscenities. She continued to yell so I disconnected the call. She immediately called back and Shannan answered. Ms. [redacted] began yelling at Shannan and interrupting her when Shannan was trying to explain what happened with her nephew. Ms. [redacted] threatened to contact the Revdex.com to which Shannan said go ahead and, if needed, we would contact our lawyers and disconnected the call. Ms. [redacted] continued to call several times after that and each time we told her to stop calling us. At one point Shannan told her if she continued to call us we would report her to the police for harassment. She called twice after that so we contacted the police. Sincereley, Kirsten A. Z[redacted]

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September 28, 2016 To Whom It May Concern:
On September 21, 2016, [redacted] presented his dog, "[redacted]", informing us that a veterinary surgeon in Denver,...

Colorado removed a tumor from his dog's leg and that he was to remove the bandage on his own. According to Mr. [redacted], once he removed the bandage his dog proceeded to lick and chew at the incision sight making it bleed. Dr. Coreen F[redacted] examined the dog, cleaned the incision sight, inspected it and determined the sutures and incision were intact and placed a new bandage over the incision sight. Upon check-out, the client's aunt, [redacted], paid the bill and I informed her that we would like for them to bring "[redacted]" back to the clinic in one week to remove the bandage and see if the sutures could be removed at that time as well and that there would be no charge for either procedure. [redacted] acknowledged that she understood.On September 28, 2016, at approximately 9:00a.m., Mr. [redacted] called the clinic to see if he could bring "[redacted]" in to have his bandage and sutures removed and to confirm there would be no charge for either service to which I agreed. At approximately 9:45a.m., Mr. [redacted] entered the property to have "[redacted]'s" bandage removed and incision inspected to see if sutures could be removed at the same time. Dr. F[redacted] removed the bandage and sutures but recommended that another bandage be placed due to the owner's information that his dog will lick and chew at the incision without the bandage on. Laurie F[redacted], one of our technicians, gave Mr. [redacted] the option to leave the bandage off and see how [redacted] does at home or have one replaced and he elected to have another bandage placed on the dog. Upon hearing of his choice I told Laurie & Dr. F[redacted] to wait so I could inform Mr. [redacted] that there would be a charge of $25.00 to replace the bandage. When I did he became irate and said he was told there would be no charge. I told him that I was the one he spoke with earlier on the phone and that I told him there would be no charge for removal of the bandage and sutures but since he was opting to have another bandage replaced he would need to pay for that. He became angry and said that he didn't bring any money with him. I told him he could take his dog home and when he has the money bring "[redacted]" back and we can put the bandage on. He stood up from the couch and said that is not what he was told and that I didn't need to speak to him that way. I told him I that I was just informing him of what he was truthfully told and he said I don't need to get nasty or get an attitude with him. He said, "Don't be [redacted] with me and get me my [redacted] dog!" He told me I was rude and I need to learn a thing or two about customer service. I proceeded to get his dog for him when he entered the back hallway of the clinic and demanded to speak to my boss. I called Shannan R[redacted] from her office and informed her of the situation. She approached Mr. [redacted] in the clinic lobby, introduced herself and asked for him to explain to her what was going on. He proceeded to angrily cuss and say that he was lied to, that he's never been treated this way, and that I needed to be fired. Shannan informed him again, that there is no charge for bandage and suture removal but because he elected to have another bandage placed he would have to pay for that. He said that was ridiculous because this was our fault (??) and he shouldn't have to pay for it. She told him if he was unhappy with the service then he could go to another clinic. He yelled, "[redacted] you guys!" and stormed out of the building. Approximately ten minutes after Mr. [redacted] left the clinic his aunt, [redacted], called and proceeded to yell over the telephone about how awful her nephew was treated and how they were lied to. I explained that it was in fact her nephew who was making a scene and using obscenities. She continued to yell so I disconnected the call. She immediately called back and Shannan answered. Ms. [redacted] began yelling at Shannan and interrupting her when Shannan was trying to explain what happened with her nephew. Ms. [redacted] threatened to contact the Revdex.com to which Shannan said go ahead and, if needed, we would contact our lawyers and disconnected the call. Ms. [redacted] continued to call several times after that and each time we told her to stop calling us. At one point Shannan told her if she continued to call us we would report her to the police for harassment. She called twice after that so we contacted the police. Sincereley, Kirsten A. Z[redacted]