Kanyon's Golden Veterinary Care

August 18, 2014To Whom It May Concern:I would like to take a minute to provide a response to the above mentioned complaintThe complaint identifies a personal unhappiness in response to several well documented policies of Kanyon's Golden Veterinary CareOur policy in regards to
relurris states that cash back will not be issued for returns, but rather the client will have a credit on their account for the amount specifiedThis is a long standing policy with our company and in order to use these credits, we offer a wide selection of over-the-counter shampoos, flea and tick medications, leashes, toys and treats that a client may choose from as well as veterinary services such as appointments, diagnostic testing and nail trimsThe client was made aware of these products and services, but declined to use the creditIn this instance, the aforementioned client was notified twice, both in the examination room and again at the checkout desk that any returns would not be for cash, but rather for a credit on her accountThe client agreed and told us that she would be back with the urinary test sample that she paid for in advanceThis entire situation could have been avoided had the said client followed medical advice with regards to withholding a litterbox so that the medical professionals could obtain a sample upon her arrivalAs it was, there was no urine available to collect due to a recent voiding by said patient.We regret that this client was unhappy with our policies, but stand by those policies and do everything in our power to provide the best possible medical careThis includes NOT prescribing medications without first obtaining the proper diagnostic sample and identifying medical needWhile we appreciate that clients can be the best voices and/or champions of their pets' needs, we still need to follow proper medical proceduresThe above client's complaint, we believe, has more to do with her inability to follow medical advice and procedure than with the actual return/credit to her accountSincerely,
Kristine C DVM/Owner