Coleman Veterinary Clinic

Complaint: [redacted] I am rejecting this response because: although they feel that they gave proper treatment, we the customers did notEven when we let them know her symptoms persisted, they did not give us the follow up visit or any follow up treatment we had requested and expectedThe apology we were waiting for was in regards to the lack of treatment during our second visit, not "recurring illness", as she has not had any symptoms now that we've taken her to a competent vet and received the correct treatmentBecause of that we have only requested the $refund for the visiting feeI would like to end communication as soon as I feel this has been resolvedConnection with this clinic has caused me nothing but grief, from belittling my concerns, sharing my emails with private fact, and trying to portray me as threatening and offensiveWith all that in mind, I'd say that $is plenty fairPlease rethink how you handle your business and your customers Sincerely, [redacted]

DrTodd C [redacted] (who treated the pet), used what medications he thought appropriate for [redacted] 's medical issues during her visit with us Our practice is sorry that [redacted] is having urinary tract issues, and that you had a disappointing experience with the practice We understand that managing recurring medical issues can be tough, as all you want is your pet to get betterWe feel that continued dialogue is not constructive

We originally saw this client and her pet on 11/28/and treated her Chihuahua for urinary issues The doctor ran a urinalysis, which showed a UTI (no crystals), and he treated the Chihuahua with an antibiotic injection that lasts for weeks The owners also wanted to do a Rabies vaccine, but we don't do vaccines on pets when we are sick, so the owners set up another visit in two weeks to get the vaccine if the pet was healthy Most of the time, we usually do a follvisit with the Doctor after UTI treatments The next appointment was scheduled for a vaccine only The pet came in for a Rabies vaccine, and was asymptomatic for UTI per discussion with the owner, so the pet was given a Rabies vaccine The owner contacted us months later to let us know she was dissatisfied with our service and that we harmed her pet's health We feel that if the pet's health was truly compromised, the owner wouldn't have waited that long to contact us Unfortunately, pets can have medical issues that can recur (just like in people), and we believe the pet's UTI came back months later, with complications We believe this is when the owner became upset and was blaming the first treatment as ineffective.We've emailed back and forth with the owner multiple times to discuss her visit We let her know we've discussed the poor customer service she feels she received on the second visit with the staff member that helped her- and we disciplined that employee adequately The owner feels they deserve a refund- which we disagree with because they requested (and received appropriately) all the services that were paid forThe owner didn't like that answer, and has sent increasingly aggressive and threatening emails to our staff Per our owner's direction, we have stopped responding to the owner's emails because she goes back on forth on agreeing we did a good job during part of the visit and then denying she said that, as well as stating that we don't have records of her pet's visit (which we do), that we treated her pet with the wrong medication (which isn't the case) Unfortunately, this client doesn't feel like we have taken steps to address this situation with her We've attached correspondence between the owner and our practice to show we've tried to remedy the situation

Dr. Todd C[redacted] (who treated the pet), used what medications he thought appropriate for [redacted]'s medical issues during her visit with us.  Our practice is sorry that [redacted] is having urinary tract issues, and that you had a disappointing experience with the practice.  We understand that managing recurring medical issues can be tough, as all you want is your pet to get better. We feel that continued dialogue is not constructive.

Complaint: [redacted]
I am rejecting this response because:  I feel as though the business is lying about what happened. When we were discharged they had told us that we would go in 2 weeks for more tests and treatment if it was needed, we did request a rabbies vaccine during the first visit, we asked about when we could get one during the second visit where we had a real problem with the staff. She said "Most of the time, we usually do a follow-up visit with the doctor after UTI treatments. The next appointment was scheduled for a vaccine only". That is the problem, because we did in fact want a follow up on the UTI and did not get it. When we asked about it on our second visit we received rejection that was rather hostile, and we felt as though we were denied treatment. Instead of chalking it up to a simple misunderstanding on their part, they are stretching this out and causing me lots of grief (by sharing my private facts with you all at the Revdex.com by sharing our emails has really shaken me up). When I had contacted the vet, 3 months later as they pointed out, we had already taken my dog to another vet 2 times, had gotten testing done, and paid nearly $600 more. Our vet, who we trust more at this point, did make a point to say that, yes, she felt we were given the wrong medication for the treatment she needed. I did not ask for a refund for 'all the services we received or requested', we only asked for a refund for the visit fee (about $50) because we were unsatisfied with the visit. We did not get what we requested, when our dog was not treated or followed up on during our second visit. We feel as though they are covering their butts for not following up on her during our follow-up appointment, and in doing so belittling us and our pets health. I informed them that, because she had cut contact from me after I told her I was not satisfied with their resolution, that I would resolve it on my own, for example by reporting them in as many ways as I can. I can apologize for making them feel as though I was being aggressive towards them, I was (and still am) frustrated and just letting them know that I would be taking further action against them and their clinic.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: although they feel that they gave proper treatment, we the customers did not. Even when we let them know her symptoms persisted, they did not give us the follow up visit or any follow up treatment we had requested and expected. The apology we were waiting for was in regards to the lack of treatment during our second visit, not "recurring illness", as she has not had any symptoms now that we've taken her to a competent vet and received the correct treatment. Because of that we have only requested the $50 refund for the visiting fee. I would like to end communication as soon as I feel this has been resolved. Connection with this clinic has caused me nothing but grief, from belittling my concerns, sharing my emails with private fact, and trying to portray me as threatening and offensive. With all that in mind, I'd say that $50 is plenty fair. Please rethink how you handle your business and your customers.
Sincerely,
[redacted]

We originally saw this client and her pet on 11/28/16 and treated her Chihuahua for urinary issues.  The doctor ran a urinalysis, which showed a UTI (no crystals), and he treated the Chihuahua with an antibiotic injection that lasts for 2 weeks.  The owners also wanted to do a Rabies...

vaccine, but we don't do vaccines on pets when we are sick, so the owners set up another visit in two weeks to get the vaccine if the pet was healthy.   Most of the time, we usually do a follow-up visit with the Doctor after UTI treatments.  The next appointment was scheduled for a vaccine only.  The pet came in for a Rabies vaccine, and was asymptomatic for UTI per discussion with the owner, so the pet was given a Rabies vaccine.  The owner contacted us 3 months later to let us know she was dissatisfied with our service and that we harmed her pet's health.  We feel that if the pet's health was truly compromised, the owner wouldn't have waited that long to contact us.  Unfortunately, pets can have medical issues that can recur (just like in people), and we believe the pet's UTI came back 3 months later, with complications.  We believe this is when the owner became upset and was blaming the first treatment as ineffective.We've emailed back and forth with the owner multiple times to discuss her visit.  We let her know we've discussed the poor customer service she feels she received on the second visit with the staff member that helped her- and we disciplined that employee adequately.  The owner feels they deserve a refund- which we disagree with because they requested (and received appropriately) all the services that were paid for. The owner didn't like that answer, and has sent increasingly aggressive and threatening emails to our staff.  Per our owner's direction, we have stopped responding to the owner's emails because she goes back on forth on agreeing we did a good job during part of the visit and then denying she said that, as well as stating that we don't have records of her pet's visit (which we do), that we treated her pet with the wrong medication (which isn't the case).  Unfortunately, this client doesn't feel like we have taken steps to address this situation with her.  We've attached correspondence between the owner and our practice to show we've tried to remedy the situation.