My Pets Brace

From: Revdex.com of Metro Washington DCDate: Tue, Jul 18, at 10:AMSubject: Fwd: follow upTo: *** *** Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: *** * *** Date: Tue, Jul 18, at 10:AMSubject: follow upTo: [email protected] Whom It May Concern: In reference to my complaint, number: ***, Outcome of my complaint has been resolved as I requestedThank You *** ***

7/3/17To Whom it May Concern:I would like to address the complaint submitted on June 22nd, regarding one of the devices we manufactured.As the complainant described, her dog came to our facility after a failed surgical repair and infection led to premature removal of the surgical implantsIt
was on recommendation by her veterinarian, after declining the option of another Surgical procedure, that the client make an appointment to be evaluated for a custom-made stifle (knee) brace.The client and their dog arrived for their initial appointment on January 25th, After a thorough discussion about the dog's history it was decided with the clients input to begin the process of making a braceAn impression of the dog's limb was created at the end of that appointmentThe client returned on February 1, when the brace was ensured to fit properly and the client was given care and use instructions.Three weeks after fitting the brace, as scheduled, the client and dog returned to give feedbackAt this appointment, the client reported that the dog was wearing the brace 5-hours a day, but had a few concernsThe client reported no marked improvement with her walking and said the dog was walking slightly less than normalTypically, adjustment to the brace can take time, from a few days to a month or moreI reassured the client that in my opinion her reaction is still part of the dog adjusting to the brace, but if the dog does not adjust to the brace to call us back to discuss other potential adjustmentsHowever, to minimize potential problems, the brace was adjusted to be a bit more comfortable in the inner thigh, and a strap was changed for better visibility to ease removal and fittingAfter these changes another appointment was Scheduled for late MayThis appointment was cancelled by the client, with a note in the file that they would call to reschedule, with no additional note that there were any problems or concerns with the fit and use of the brace.The Company has been providing high quality custom braces and prosthetics, all on a referral basis from Veterinarians all over the country as well as internationallySince opening in we have provided braces to over family pets, while Cultivating and maintaining relationships with over vetsWe would not be able to provide such service if our products do not work.In our experience, Some veterinarians are purely against braces regardless of our track record of helping pets live happier lives with the help of our productsIn this case, we made a brace for this dog based on a direct referral from her vet at the timeThe client informed me that in seeking answers as to why the brace was not making the dog better, she got the opinion of two different vets who thought a brace should not have been recommendedPerhaps these vets are not proponents of bracing in any case and we are dealing with a difference in opinion/approach.Regarding the "No Refunds" policy the client signed upon receipt of the brace, our company has policies like our Competitors and to our knowledge no Company has a policy that allows refunds with a restocking feeIn our history, there have been Some partial refunds issued on a case by case basis generally when there is improper fit/function, or occasional remade braces from damage or loss.To resolve this issue, My Pet's Brace is prepared to provide a refund to the client in the amount requested of $640.00Clayton BPractitioner and My Pet's Brace Representative My Pet’s BraceEast Main StreetMorgantown, PA 19543###-###-####mypetsbrace.com