Bronzeville Animal Clinic

From: Sophia *** [mailto:[email protected]] Sent: Tuesday, May 1, 11:AM To: Customer Relations Subject: Case # [redacted] Complaint Involves: Refund of used medical supplies Business Response: I am writing in response to claim # [redacted] Ms [redacted] presented with her dog, Lacy, on March 1, to be examined and treated This was her first visit to our clinic and the only time we have seen the patient Upon exam, she was diagnosed with conjunctivitis and medicine was prescribed Ms [redacted] requested an e-collar for her dog and although we do not usually place e-collars on dogs for conjunctivitis, the technician sized Lacy for an e-collar and placed it on herApparently, she came in the clinic on March 3, and told the receptionist that the collar was too big for Lacy to fit in her cage and left it here as she was too busy to wait The receptionist called her and left her a message that she could pick up her collar or bring in her pet so we could resize it She chose to do neitherOn March 10, Ms [redacted] dropped off a stool sample for a fecal examination and made no mention of the e-collar She returned on April 23, to request her money back for the e-collar I Dr [redacted] personally came up front to discuss it with her She stated that the collar was too big for her dog to fit in the cage, that its opaqueness scared her, and that it was heavy I explained that the collar was properly sized for her dog and that we could give her a smaller one if she needed as we don’t know the size of her cage, but that it might not prevent her from scratching her face I proceeded to retrieve different options of collars and showed her that the opaque collars are actually lighter in weight I offered her a clear, smaller collar Ms [redacted] stated she did not want the smaller collar The receptionist told her that we also have soft collars to try that might be more comfortable for her dog; however, she also declined this option Ms [redacted] then requested a copy of her records, made some disparaging statements and leftWe would like to transfer her records to the veterinarian of her choice In this case, we will also be forced to take the loss by refunding the $for the e-collar that she insisted she needed contrary to medical advice The collar has been disposed of as it was worn by her dog and damaged Background Product/Services: Medical/Veterinary care Purchase date:3/1/Problem occured:3/3/Talked to company: 4/23/ Purchase Price: $ Desired Settlement: We ask that her records be transferred out of our clinic and that she seek future services elsewhere as we will no longer be able to treat her patient We will mail her a refund if she agrees to end this here and not create a social media nightmare for the clinic We will await her response DrSophia [redacted]

From: Sophia [redacted] [mailto:[email protected]] Sent: Tuesday, May 1, 2018 11:45 AM To: Customer Relations Subject: Case #[redacted]   Complaint Involves: Refund of used medical supplies   Business Response: I am writing in response to claim...

#[redacted].  Ms. [redacted] presented with her dog, Lacy, on March 1, 2018 to be examined and treated.  This was her first visit to our clinic and the only time we have seen the patient.  Upon exam, she was diagnosed with conjunctivitis and medicine was prescribed.  Ms. [redacted] requested an e-collar for her dog and although we do not usually place e-collars on dogs for conjunctivitis, the technician sized Lacy for an e-collar and placed it on her. Apparently, she came in the clinic on March 3, 2018 and told the receptionist that the collar was too big for Lacy to fit in her cage and left it here as she was too busy to wait.  The receptionist called her and left her a message that she could pick up her collar or bring in her pet so we could resize it.  She chose to do neither. On March 10, 2018 Ms. [redacted] dropped off a stool sample for a fecal examination and made no mention of the e-collar.  She returned on April 23, 2018 to request her money back for the e-collar.  I Dr. [redacted] personally came up front to discuss it with her.  She stated that the collar was too big for her dog to fit in the cage, that its opaqueness scared her, and that it was heavy.  I explained that the collar was properly sized for her dog and that we could give her a smaller one if she needed as we don’t know the size of her cage, but that it might not prevent her from scratching her face.  I proceeded to retrieve 2 different options of collars and showed her that the opaque collars are actually lighter in weight.  I offered her a clear, smaller collar.  Ms. [redacted] stated she did not want the smaller collar.  The receptionist told her that we also have soft collars to try that might be more comfortable for her dog; however, she also declined this option.   Ms. [redacted] then requested a copy of her records, made some disparaging statements and left. We would like to transfer her records to the veterinarian of her choice.  In this case, we will also be forced to take the loss by refunding the $20.25 for the e-collar that she insisted she needed contrary to medical advice.  The collar has been disposed of as it was worn by her dog and damaged.    Background Product/Services: Medical/Veterinary care Purchase date:3/1/2018 Problem occured:3/3/2018 Talked to company: 4/23/2018   Purchase Price: $20.25   Desired Settlement: We ask that her records be transferred out of our clinic and that she seek future services elsewhere as we will no longer be able to treat her patient.  We will mail her a refund if she agrees to end this here and not create a social media nightmare for the clinic.  We will await her response.   Dr. Sophia [redacted]