Hansen Home Center

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.]The owner's response is completely made up and ultimately liesI was never informed that the dog was difficult to restrain nor would require IV sedation for future trimsI was NEVER informed that her nails were bleeding prior and then noticed them bleeding again a second time when I brought her back inI was in fact told by the rude office manager Rhonda that everything went well and given my total dueThe issue beyond the fact that my dogs nails were cut too short and she came out bleeding was that the blood got on my newly detailed truck! In addition, the office mgrwas EXTREMELY rude when notified of my dissatisfactionI was NEVER offered a refund for the nail trimI was, however, given the run around when I asked to speak directly with the ownerThe office manager also told me that she didn't care if I reported her to the Revdex.com (who's logo they have sitting on display in their office)Now I see whyMichael ***, who I assume is the husband of Stephanie *** and co-owner never made any attempts to rectify the situation I've never spoken to this person nor was he present at the time of the incident, so how can he speak on it with such certainty? In fact this is the first time I'm hearing of a lot of the content that he listed which doesn't make sense being that he wasn't thereHe is strictly going off of what the lying office manager told himThe culture of this animal hospital is apparent and it now makes sense why Rhonda is comfortable with being nasty and disrespectful to customers when they have made a mistakeShe knows she will have the full support of the owners who don't even speak with customers face to face or by phone when it comes to an issue with their establishmentThis has been a valuable lesson on how not to waste my money or time or put my pet through unnecessary drama I will not be contacting this pitiful excuse for a company any further and will be sure to inform any of my friends, family, acquaintances of my experience, the lies and pray that they will make the right decision by never taking their pet to this placeOur pets deserve much betterThey are clearly not interested in providing great customer serviceI don't understand how they've been in business this long with how poorly the office manager and now the owners (who fabricated a bunch of lies) treat their customersThat is allI really hope the Revdex.com will post this complaint so that other consumers will be made awareConsumers also need to know that they are operating under the name of TLC Pet Care Centers and not the pet hospital when they have a complaint I know that I am not the first to complain of the poor service at this place and surely won't be the lastI just hope that the Revdex.com will look further into the matter and take some action
Regards,
Miss ***

Revdex.com NOTE: SEE ATTACHED ORIGINAL PDF RESPONSE FROM BUSINESS---DEAR MS***,I AM RESPONDING TO THE COMPLAINT #***THE OWNER ARRIVED AT OUR FACILITY ON SATURDAY MARCH 4, ON SATURDAY AND SUNDAYS WE RECEIVE CLIENTS AS THEY ARRIVE, SO IT IS FIRST COME FIRST SERVETHERE ARE NO
APPOINTMENT TIMESTHE OWNER WAITED FOR HER TURN, AS DID EVERYONE PRIOR TO HERTHAT IS THE NATURE OF THE WADAYHER DOG RECIEVED A PHYSICAL, EXAM BY THE VETERINARIAN ON DUTY, A BATH, NAIL TRIM, AND VACCINATIONSUPON GIVING THE NAIL TRIM, THE OWNER'S DOG WAS VERY DIFFICULT TO RESTRAIN AND COMBATIVE WITH THE STAFFADDITIONALLY THE DOG HAD BLACK TOE NAILS WHICH ARE MORE DIFFICULT TO TRIMWHILE TRIMMING THE NAILS A TOENAIL WAS CLIPPED TOO SHORTTHE APPROPRIATE CARE WAS TAKEN TO STOP THE TOENAIL FROM BLEEDING AND THE DOG WAS TAKEN BACK TO THE OWNER UPON HER ARRIVALTHE OWNER WAS ADVISED THAT THE TOE HAD BLED AS THE DOG HAS BLACK TOENAILS AND THAT THE DOG WAS UNCOOPERATIVE UPON RESTRAINTTHE OWNER WAS ADVISED THAT WE WERE UNABLE TO TRIM THE DOG' NAILS IN THE FUTURE WITHOUT SEDATION AS WE DO NOT WANT TO PLACE THE DOG OR STAFF AT RISK GIVEN THE NATURE OF THE DOG WHEN GETTING HER NAILS TRIMMEDTHE OWNER WALKED THE DOG TO HER CAR AND NOTED THAT THE TOENAIL HAD STARTED TO BLEED AGAINSHE BROUGHT THE DOG BACK IN AND THE TOENAIL WAS AGAIN TREATED TO STOP THE BLEEDINGTHE DOG WAS BROUGHT BACK TO THE OWNER WITHOUT FURTHER INCIDENTWE UNDERSTAND THAT BLOOD IS A SCARY THING TO WITNESS FROM YOUR PET, BUT IS UNFORTUNATELY NOT UNCOMMON WHEN ADMNISTERING A NAIL TRIM EVEN TO THE CALMEST OF DOGS.THE OWNER CALLED AND WAS ADVISED AGAIN ABOUT SEDATION FOR A NAIL TRIM IN THE FUTURESHE WAS ALSO NOTIFIED THAT WE WERE HAPPY TO REFUND HER FOR THE NAIL TRIM IF SHE WAS NOT HAPPY WITH THE SERVICESHE DID NOT CALL OR COME IN TO HAVE THE NAIL TRIM REFUNDED TO HERTHE OWNER IS SEEKING THE MONIES SPENT FOR THE BATH, PHYSICAL EXAM BY THE VETERINARIAN AND VACCINES AS WELL AS THE NAIL TRIMTO PAY FOR SERVICES RECEIVED IN FULL AND SATISFACTORILY, AS REQUESTED BY THE OWNER, WOULD UNDULY ENRICH THE OWNER.AND SHE IS NOT ENTITILED) TO THOSE OR ANY ADDITIONAL MONIESIF SHE WOULD LIKE A REFUND ON THE NAIL TRIM AS SHE WAS ORIGINALLY OFFERED, SHE IS WELCOME TO CALL US OR COME IN AND WE CAN REFUND HER CREDIT CARD AS THAT WAS HER FORM OF PAYMENTWE ALSO WOULD LIKE TO ENCOURAGE THE OWNER TO ACQUIRE SEDATION WHEN HAVING HER DOGS NAILS TRIMMED TO ENSURE THE SAFETY AND WELL BEING OF HER DOGWE KNOW THAT SHE IS A LOVING PET OWNER AND WILL CONTINUE TO PROVIDE EXCELLENT CARE FOR HER PETS.SINCERELY,MICHAEL *** DVM

It is with great dismay that I respond to this owner given the attempts that were made to communicate with her regarding the nature of her pet when getting a nail trimWe did recommend sedation for future nail trims, but to be clear, IV sedation was not mentioned We are still happy to provide a refund for the nail trim as we offered previously, but have not heard from the owner regarding this refund We hope that the owner will continue to provide excellent healthcare for her pet and look forward to providing a comfortable and friendly environment for her and her pet in the future.Sincerely, Michael *** DVM