City Auto Repair and Sales

10/20/2015Dear [redacted] ,In regards to the complaint filed against The Selinsgrove Veterinary Hospital, I would like to explain what happened with our client, [redacted] and ***, her dog, which was brought to us on 9/22/to be neutered [redacted] was brought into the hospital early that morning to have surgeryOne of our staff reviewed all the necessary paperwork with ** [redacted] and the bill was paid in fullThis is routine for all surgeries** [redacted] dog, [redacted] was showing signs of nervousness and very minimal aggression tendencies the morning of surgery, so we, administered a pre-anesthetic shot to him, so he would have less stress during the pre-surgical exam, and getting put into a kennelWe feel it is a better experience for the petOnce [redacted] was relaxed and we checked his heart, lungs and temperature, which all of ***s numbers were very goodWe administered the second anesthetic shotOnce [redacted] was intubated and prepared for surgery, the Doctor saw that the scrotum sac was very small; it looked like a lot of the sac had been taken awayThere were no testicles descended into the scrotumDrS [redacted] proceeded to feel around the abdomen, looking for retained testiclesSometimes male cats and dogs can be born with their testicles up inside their belly area and they have to be surgically removed with a different procedure than normalThe Doctor was unable to locate the testiclesAlso [redacted] had a large scar directly across his scrotumIn our doctors medical opinion, this dog had already been neuteredAt that point we put [redacted] in a kennel, so he could be monitored as he woke up from anesthesiaThis usually takes about to hoursWe did not entertain the thought of doing an ultrasound at this time as a lot of puppies and or kittens are spayed or neutered very young from the breeders they come fromWe did not call ** [redacted] right away due to the fact that ***'s presurgical exam showed that he is very healthy and we would not be able to release him to go home until he had woke up in recovery, it is our responsibility to monitor all patients as they are waking up from anesthesiaWe knew that ** [redacted] would be calling us for an update on [redacted] and we would let her know what was going on with [redacted] at this timeNever during the time that [redacted] was in our care, was he in any emergency situationWhen ** [redacted] came to pick up her dog, the doctor and discussed the situation to her and asked her to check with the breeder of her dog to see if the dog had been neutered before she bought himThis was absolutely not a negative conversation on our part as we have seen this happen beforeShe called the previous owner of the dog and they told her the dog had not been neuteredThe doctor showed [redacted] the very apparent scar directly across the scrotum and that there could have been some type of injury, he could not say, but there was no evidence of retained testicles in the dog [redacted] repeatedly tried to make the conversation a negative one and we told her we would be willing to schedule an ultrasound to see what we could findShe was the one who was raising her voice and continued totry to argueWe told her we would gladly refund a portion of her money that was paid, but the exam and anesthesia had to be paid for as we were unaware of the circumstances that would unfold with the surgery procedure with ***Our doctor, did not at any time, raised his voiceThis was not a negative situation, just a factual one [redacted] was very well taken care of while he was in our care as are all of our patientsThis is very important to all of usIt is our hope that this situation will be resolved quicklyThank you,Regards,Terrie K.Vet Assistant

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I disagree with what they said. [redacted] was never neutered. They were well aware he was endocryptic from previous exams, He has been going there since he was a puppy.  The doctor never took the time to show the scar he said to look myself when I get the dog home. They never offered  to do an ultrasound. I was the one questioning why they did not do one, they told me to take him somewhere to get it done.  Also their excuse was they were booked with surgeries. They should not be that booked, they need to take the time for the animals and their consumers as well. They are paid before we even leave the hospital in the morning. The doctor was the rude one,  not the vet assistant who wrote the letter. She was practically quiet the whole time. They did not offer any type of treatment they actually refused to do the procedure as well as an ULTRASOUND.    I did not raise my voice at all. I feel they do not deserve half of my money the way this situation was handled. I would like the other half of my refund in order for this to be solved. And please note.................an attached file where they neutered [redacted] at the [redacted] Animal hospital, and yes testicles were found......... please review the certificate which surgery was done on 10/20/2015.I should not be responsible for something that was not performed and was not my fault. If they wanted to act in a professional manner they would of offered to do services. THEY DID NOT OFFER NO ULTRASOUND.  When a business does not offer any kind of services and refuse to do something that they should take and write off as a lost and not take from the honest people. Please review I do have records from the other animal hospital. I have heard numerous complaints about this vet. Unfortunately I was the only one in that room when they had two people so I have nobody to back me. The VET was very unprofessional and did not handle this well at all. I would like the rest of my money refunded to me and that is all I am requesting. Thank-you for reviewing my complaint.     [redacted]

10/20/2015Dear [redacted],In regards to the complaint filed against The Selinsgrove Veterinary Hospital, I would like to explain what happened with our client, [redacted] and [redacted], her dog, which was brought to us on 9/22/15 to be neutered. [redacted] was brought into the hospital early that morning to...

have surgery. One of our staff reviewed all the necessary paperwork with **. [redacted] and the bill was paid in full. This is routine for all surgeries. **. [redacted] dog, [redacted] was showing signs of nervousness and very minimal aggression tendencies the morning of surgery, so we, administered a pre-anesthetic shot to him, so he would have less stress during the pre-surgical exam, and getting put into a kennel. We feel it is a better experience for the pet. Once [redacted] was relaxed and we checked his heart, lungs and temperature, which all of [redacted]s numbers were very good. We administered the second anesthetic shot. Once [redacted] was intubated and prepared for surgery, the Doctor saw that the scrotum sac was very small; it looked like a lot of the sac had been taken away. There were no testicles descended into the scrotum. Dr. S[redacted] proceeded to feel around the abdomen, looking for retained testicles. Sometimes male cats and dogs can be born with their testicles up inside their belly area and they have to be surgically removed with a different procedure than normal. The Doctor was unable to locate the testicles. Also [redacted] had a large scar directly across his scrotum. In our doctors medical opinion, this dog had already been neutered. At that point we put [redacted] in a kennel, so he could be monitored as he woke up from anesthesia. This usually takes about 3 to 4 hours. We did not entertain the thought of doing an ultrasound at this time as a lot of puppies and or kittens are spayed or neutered very young from the breeders they come from. We did not call **. [redacted] right away due to the fact that [redacted]'s presurgical exam showed that he is very healthy and we would not be able to release him to go home until he had woke up in recovery, it is our responsibility to monitor all patients as they are waking up from anesthesia. We knew that **. [redacted] would be calling us for an update on [redacted] and we would let her know what was going on with [redacted] at this time. Never during the time that [redacted] was in our care, was he in any emergency situation. When **. [redacted] came to pick up her dog, the doctor and discussed the situation to her and asked her to check with the breeder of her dog to see if the dog had been neutered before she bought him. This was absolutely not a negative conversation on our part as we have seen this happen before. She called the previous owner of the dog and they told her the dog had not been neutered. The doctor showed [redacted] the very apparent scar directly across the scrotum and that there could have been some type of injury, he could not say, but there was no evidence of retained testicles in the dog. [redacted] repeatedly tried to make the conversation a negative one and we told her we would be willing to schedule an ultrasound to see what we could find. She was the one who was raising her voice and continued to. try to argue. We told her we would gladly refund a portion of her money that was paid, but the exam and anesthesia had to be paid for as we were unaware of the circumstances that would unfold with the surgery procedure with [redacted]. Our doctor, did not at any time, raised his voice. This was not a negative situation, just a factual one. [redacted] was very well taken care of while he was in our care as are all of our patients. This is very important to all of us. It is our hope that this situation will be resolved quickly. Thank you,Regards,Terrie K.Vet Assistant