Medical Center of Lewisville

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: When I was finally able to pick up my dog much later that evening, my dog had significant injuries to his front right leg It was completely bandaged up so I couldn't see the extent of them at that time I was told he injured his leg when he jumped on a cage Later, at home, when the bandages were removed, I found at least seven cuts on his leg - some of them very deep I'm convinced that this is why the dog was not released to me in the first place and the bizarre behavior of this manager Earlier when his staff went to seek his approval to release the dog to me they returned and seemed very perplexed and sorry and said the manager would not release my dog They never mentioned that the manager wasn't there and upon reflection I do not believe that he was elsewhere and couldn't be reachedIt just doesn't add up This is an excuse When my wife later called and asked for a refund for my dog's stay there she was told that the manager would call back He never did.A refund would not make up for what this facility put my dog through, their negligence, willful disregard for my right to pick my dog up when they were there and could have easily released him (see reason above), their deception, and total disregard for common courtesy However, I think a refund is the minimum they could do at this point to show that they are sorry for their behavior and my dog's pain and sufferingII do have photos of my dog's injuries as well I don't see how they could have occurred from just jumping on a cage They extended the length of his leg and they were all around the circumference of his leg He will have scars from this Regards, [redacted]

My Staff was doing their job by not releasing the pet under the circumstances. There has been recent problems with customers extending their pets boarding time with us and then coming in on Sunday to pick up their pet and intimidating my staff that the invoice was paid (my boarding staff are not...

trained to be receptionist, the facility is closed on Sundays except for boarding drop off and pick up. They are given Sunday paid pick up forms on Saturday evening letting the staff know who will be going home). In this case there was no release form given to them because the client had extended their stay. If situations come up, my staff will call me for instruction, unfortunately I was at the hospital with my 96 year old Uncle and was not allowed to have my phone with me. By the time I received the messages and was responding back to the customer I was heading back to the hospital with some personal belonging for my Uncle. After discussing the situation with the customer and if the days event were different I would have let my staff release the pet to the owner earlier that day. Instead of going directly to the hospital I went to the facility to reunited the owner with his pet and after lengthy conversation with him he said that I fixed the problem and that we were good and he was satisfied.I know this customer for a while and our intention was not to cause him to be upset and when he said we were good, I take him at his word that all is good .Sincerely,Peter P[redacted]Owner

[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 as Answered]
 Complaint: [redacted]
I am rejecting this response because:  When I was finally able to pick up my dog much later that evening, my dog had significant injuries to his front right leg.  It was completely bandaged up so I couldn't see the extent of them at that time.  I was told he injured his leg when he jumped on a cage.  Later, at home, when the bandages were removed, I found at least seven cuts on his leg - some of them very deep.  I'm convinced that this is why the dog was not released to me in the first place and the bizarre behavior of this manager.  Earlier when his staff went to seek his approval to release the dog to me they returned and seemed very perplexed and sorry and said the manager would not release my dog.  They never mentioned that the manager wasn't there and upon reflection I do not believe that he was elsewhere and couldn't be reached. It just doesn't add up.  This is an excuse.  When my wife later called and asked for a refund for my dog's stay there she was told that the manager would call back.  He never did.A refund would not make up for what this facility put my dog through, their negligence, willful disregard for my right to pick my dog up when they were there and could have easily released him (see reason above), their deception, and total disregard for common courtesy.  However, I think a refund is the minimum they could do at this point to show that they are sorry for their behavior and my dog's pain and suffering. II do have photos of my dog's injuries as well.  I don't see how they could have occurred from just jumping on a cage.  They extended the length of his leg and they were all around the circumference of his leg.  He will have scars from this.  
Regards,
[redacted]