North Franklin Veterinary Services

I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this does not resolve my complaint For your reference, details of the offer I reviewed appear below.I must note that almost every single paragraph of the message from the North Franklin Veterinary Services PC (aka North Franklin Veterinary Service PC) business to you contains liesI am utterly shocked that so-called professionals not only allowed my dog [redacted] to be seriously wounded while under their care, without so much as mentioning it to me when I picked him up, but that on top of that, they are trying to minimize the injury received and that to do so they will stoop to lyingThey should be ashamed! As a senior citizen and a retired NYS Officer who became disabled after being injured in the line of duty while protecting the community, I feel I deserve to be treated with a little more respect and honestyHowever the bottom line is that I brought my dog to them for help, that he was kept there for days and that he sustained a very serious wound while under their care, and that the new injury was not mentioned to me nor addressed upon his release, just as if it was not important, as if nothing had happened to him! And that when I brought him back to them the next day, they did not examine the wound and dismissed it as if unimportant, and that they now continue to try to minimize it And that he was indeed denied water at the clinic! The wound on my dog's leg was not a simple 1/inch wound as they say! It was a gaping wound the size of a cent piece, and it was deep enough that the bone showed! [redacted] was wounded while under their care, and it was no simple woundIt was so serious that to date, as of September 19th, my dog continues to be treated for it and has a follow up appointment with the vet who is now seeing himI will address here some of the lies in the business' message statement because it is, to say the least, unethical of them to lie in such mannerI have telephone records and witnesses to prove all of their liesSome of the lies in the message to you from NFVS business: 1-The vet was NOT paged at pm; it was 6:30pm when I brought [redacted] to the clinic that Sunday after speaking to the vet on the phone at 5:PMI had told the vet on the phone that [redacted] had been mostly laying down all day and that now he did not want to get up to eatI mentioned that my son had stepped on one of his toes two days earlier and that I was wondering whether his not wanting to get up might have to do with thatMy main worry was that he had not gotten up to eat that afternoonWhen I got [redacted] to the clinic the vet said it had nothing to do with my son stepping on his toe, that it was probably a prostrate infection as he had had one previously2- [redacted] was NOT carried in; he walked in on his own legs after my employee and I helped him off the truck3- [redacted] was NOT snappy4- [redacted] was NOT catheterized; the vet used urine to test for infection off the table where my worker and I had been directed to place ***5- [redacted] was NOT "shocky"; he was very alert6-The vet did NOT say at any time that [redacted] might not live7-I did mention to the vet that the last time [redacted] had been there, they were supposed to trim his nails and they had NOT done so, and asked her to make sure they did trim his nails before he left this time8- I have telephone records to show all of the calls that I repeatedly made to the clinic, to the vet's phone and to the clinic emergency number, before, during, and after ***'s stay at the clinicThe vet did NOT take my calls at any time whenever I called the clinic and they never returned my calls to the clinic while [redacted] was thereThere was only one occasion when the vet called me back, at night, after clinic hours, on the Monday following ***'s admission, after I had called and left messages on at least occasions!!! On the Sunday when I brought [redacted] in, upon leaving the vet asked me to call her the following Monday morning but when I called she did not take the call; she was reportedly busy with a patientI left a message for the vet to call me back after she was done with the patient but she did NOT callI called repeatedly throughout the day unsuccessfully trying to reach her It wasn't until after I called their emergency number that Monday at 5:43pm, that she finally called me (from an unknown number) after 7:00pm, to say that 'it had been crazy at the clinic all day', and that she had been very busyI asked about the blood test, she said it had been ok but that she was going to call me the next day, Tuesday, at pm to discuss it further and to let me know how [redacted] was doingShe did NOT call me at any time on Tuesday I tried calling her Tuesday evening without successSince she had said she was so busy, I decided to give her some space and wait for her to call meShe did NOT call me on Wednesday NOR on ThursdayShe did NOT call again until Friday morning when she called to say [redacted] could be picked up that day9-When the vet called me on Friday morning, she did NOT tell me she was leaving at pmWhen she called on Friday, I said I'd pick him up sometime around Around 11:I called the clinic to make sure I'd be able to speak to the vet when I got there and was told that the vet was going to be out to lunch between and And I was told that in order to be able to speak with her, it was best that I get there after and before 3:PM because she was leaving early that dayI left a message that I would be there to pick him up before PM10-I called again when I was a minute away to let them know I was on my way to pick up [redacted] and speak to the vetThe receptionist took the call -again with an attitude- and just kept on shooting at me that the vet was leaving at threeI got to the clinic to pick up [redacted] before 3:pm and the vet had already left to go pick up some people at the airportShe had left a handwritten note with instructions concerning antibiotic and pain medication and also with regards to the need he would have of help getting up and walkingNO MENTION of the gaping hole in his paw was made in the written instructions nor by anyone at the clinic at any timeI saw the hole in his foot when I got homeThey had trimmed his nails, so they had to have noticed the wound but they did not tell me about it! 11-The wound that [redacted] had in his paw was not a 1/inch ulcer like they are saying! He had a gaping hole in his hind left paw the size of a cent piece, and so deep that you could see the bone! 13-I brought [redacted] back to the clinic the following morning where he was made to wait over hours (the total wait time was actually 1/hours), and he was denied water while waiting to be seenThe receptionist even prevented my employee from getting water from a bathroom, saying he could not go in there to get water, after my employee had asked her for a bowl to give [redacted] some water, considering that [redacted] was dehydrated being on medication they had prescribed and had been waiting all that timePlease note that the business has NO restrooms for pet ownersWhen finally seen by the vet, his leg wound was not even properly examined, it was only looked at from above (the vet remained standing while the dog stood on the floor) and it was brushed off as 'that's an ulcer from laying down'NO ADDITIONAL MEDICATION AND NO FURTHER EXPLANATION AND NO PARTICULAR INSTRUCTIONS WERE GIVEN ON HOW TO CARE FOR ***'S WOUNDI was just told to 'keep on doing whatever I was doing' (after I said I had put some green soap tincture on the wound)14- [redacted] is not an aggressive dog, and he has never ever been known to act aggressively, as can anyone who knows him verify, including boarding personnel and three other vets who have treated himSubsequently, I brought [redacted] to a different vet the following Tuesday and learned that the wound he had on his foot was of such a nature that it would normally require surgery as treatmentBecause of his age it was decided it would be best to avoid any surgery and to instead treat him at home with a much heavier dosage of antibiotics than what [redacted] was prescribed by North Franklin Veterinary ServicesHe is still recovering from that wound and has a follow up appointment next weekThank you very much for your attention to this matterSincerely, [redacted]

Ms*** had me page at 10:pm Sunday, (8/9/15), because her dog ***, a year old Dobe/mix, was not eating and unable to get upShe also said that she was concerned because her son had stepped on ***'s hind leg, but she was unsure if it was the left or right legAt her request I met her at
the office in ***When she arrived, *** had to be carried in the office and he was extremely snappyOn examination *** weighted lbs., had a temp of degrees Fahrenheit (normal)He could only lay on his side and was very weakI catheterized him to obtain a urine sample, as he had previously been treated for a prostate infectionHis urine was full of white blood cells indicating an infection*** was shocky and I told Ms*** that he might not liveI put *** on IV fluids, started antibiotics, and hospitalized himDuring his stay he gradually improvedHe required extensive nursing care, IV fluids, and antibioticsBy Tuesday he began to eat and was sorted on oral antibioticsMs*** was worried about ***'s legs and repeatedly remarked that her son had stepped on him, and that his toe nails needed trimmingBy Wednesday *** was standingOn Thursday I anesthetized *** and x-rayed his pelvis and lower backHe has lumbar stenosis, a condition which can cause difficulty standingwhich can cause difficulty standingI communicated with Ms*** by phone on Monday at my officeTuesday and Wednesday I called her from my cell phone after office hours because she had not contacted me during the day, as I had asked her to doThursday she did not contact meFriday l called her at 10:00am and told her *** was ready to go homeShe said she would be out to pick him up by 11:amShe did not show up until 3:pmI had already left the office I did tell her at 10:am that I would beleaving at 3:pm*** left our office walking and eatingHe had a 1/inch diameter decubital ulcer on his left hind pawDecubital ulcers (bed sores) are a common sequelae to prolonged recumbencyGenerally they are treated by removing the pressure on the woundOnce a dog is up and around they usually resolve*** was never denied water at my officeWhile in our care he was handled compassionatelyHe is a very difficult dog to work with due to his aggressive natureI personally tended to him with the assistance of a licensed vet tech and assistantsMs*** put a stop payment on her check for ***'s care on 8/21/

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I must note that almost every single paragraph of the message from the North Franklin Veterinary Services PC (aka North Franklin Veterinary Service PC) business to you contains lies. I am utterly shocked that so-called professionals not only allowed my dog [redacted] to be seriously wounded while under their care, without so much as mentioning it to me when I picked him up, but that on top of that, they are trying to minimize the injury received and that to do so they will stoop to lying. They should be ashamed! As a senior citizen and a retired NYS Officer who became disabled after being injured in the line of duty while protecting the community, I feel I deserve to be treated with a little more respect and honesty. However the bottom line is that I brought my dog to them for help, that he was kept there for 6 days and that he sustained a very serious wound while under their care, and that the new injury was not mentioned to me nor addressed upon his release, just as if it was not important, as if nothing had happened to him!  And that when I brought him back to them the next day, they did not examine the wound and dismissed it as if unimportant, and that they now continue to try to minimize it.  And that he was indeed denied water at the clinic! The wound on my dog's leg was not a simple 1/4 inch wound as they say! It was a gaping wound the size of a 50 cent piece, and it was deep enough that the bone showed! [redacted] was wounded while under their care, and it was no simple wound. It was so serious that to date, as of September 19th, my dog continues to be treated for it and has a follow up appointment with the vet who is now seeing him. I will address here some of the lies in the business' message statement because it is, to say the least, unethical of them to lie in such manner. I have telephone records and witnesses to prove all of their lies. Some of the lies in the message to you from NFVS business: 1-The vet was NOT paged at 10 pm; it was 6:30pm when I brought [redacted] to the clinic that Sunday after speaking to the vet on the phone at 5:54 PM. I had told the vet on the phone that [redacted] had been mostly laying down all day and that now he did not want to get up to eat. I mentioned that my son had stepped on one of his toes two days earlier and that I was wondering whether his not wanting to get up might have to do with that. My main worry was that he had not gotten up to eat that afternoon. When I got [redacted] to the clinic the vet said it had nothing to do with my son stepping on his toe, that it was probably a prostrate infection as he had had one previously. 2-[redacted] was NOT carried in; he walked in on his own 4 legs after my employee and I helped him off the truck. 3-[redacted] was NOT snappy. 4-[redacted] was NOT catheterized; the vet used urine to test for infection off the table where my worker and I had been directed to place [redacted]. 5-[redacted] was NOT "shocky"; he was very alert. 6-The vet did NOT say at any time that [redacted] might not live. 7-I did mention to the vet that the last time [redacted] had been there, they were supposed to trim his nails and they had NOT done so, and asked her to make sure they did trim his nails before he left this time. 8- I have telephone records to show all of the calls that I repeatedly made to the clinic, to the vet's phone and to the clinic emergency number, before, during, and after [redacted]'s stay at the clinic. The vet did NOT take my calls at any time whenever I called the clinic and they never returned my calls to the clinic while [redacted] was there. There was only one occasion when the vet called me back, at night, after clinic hours, on the Monday following [redacted]'s admission, after I had called and left messages on at least 6 occasions!!!  On the Sunday when I brought [redacted] in, upon leaving the vet asked me to call her the following Monday morning but when I called she did not take the call; she was reportedly busy with a patient. I left a message for the vet to call me back after she was done with the patient but she did NOT call. I called repeatedly throughout the day unsuccessfully trying to reach her.  It wasn't until after I called their emergency number that Monday at 5:43pm, that she finally called me (from an unknown number) after 7:00pm, to say that 'it had been crazy at the clinic all day', and that she had been very busy. I asked about the blood test, she said it had been ok but that she was going to call me the next day, Tuesday, at 2 pm to discuss it further and to let me know how [redacted] was doing. She did NOT call me at any time on Tuesday.  I tried calling her Tuesday evening without success. Since she had said she was so busy, I decided to give her some space and wait for her to call me. She did NOT call me on Wednesday NOR on Thursday. She did NOT call again until Friday morning when she called to say [redacted] could be picked up that day. 9-When the vet called me on Friday morning, she did NOT tell me she was leaving at 3 pm. When she called on Friday, I said I'd pick him up sometime around 11.  Around 11:30 I called the clinic to make sure I'd be able to speak to the vet when I got there and was told that the vet was going to be out to lunch between 12 and 1. And I was told that in order to be able to speak with her, it was best that I get there after 12 and before 3:00 PM because she was leaving early that day. I left a message that I would be there to pick him up before 3 PM. 10-I called again when I was a minute away to let them know I was on my way to pick up [redacted] and speak to the vet. The receptionist took the call -again with an attitude- and just kept on shooting at me that the vet was leaving at three. I got to the clinic to pick up [redacted] before 3:00 pm and the vet had already left to go pick up some people at the airport. She had left a handwritten note with instructions concerning antibiotic and pain medication and also with regards to the need he would have of help getting up and walking. NO MENTION of the gaping hole in his paw was made in the written instructions nor by anyone at the clinic at any time. I saw the hole in his foot when I got home. They had trimmed his nails, so they had to have noticed the wound but they did not tell me about it! 11-The wound that [redacted] had in his paw was not a 1/4 inch ulcer like they are saying! He had a gaping hole in his hind left paw the size of a 50 cent piece, and so deep that you could see the bone! 13-I brought [redacted] back to the clinic the following morning where he was made to wait over 2 hours (the total wait time was actually 2 1/2 hours), and he was denied water while waiting to be seen. The receptionist even prevented my employee from getting water from a bathroom, saying he could not go in there to get water, after my employee had asked her for a bowl to give [redacted] some water, considering that [redacted] was dehydrated being on medication they had prescribed and had been waiting all that time. Please note that the business has NO restrooms for pet owners. When finally seen by the vet, his leg wound was not even properly examined, it was only looked at from above (the vet remained standing while the dog stood on the floor) and it was brushed off as 'that's an ulcer from laying down'. NO ADDITIONAL MEDICATION AND NO FURTHER EXPLANATION AND NO PARTICULAR INSTRUCTIONS WERE GIVEN ON HOW TO CARE FOR [redacted]'S WOUND. I was just told to 'keep on doing whatever I was doing' (after I said I had put some green soap tincture on the wound). 14-[redacted] is not an aggressive dog, and he has never ever been known to act aggressively, as can anyone who knows him verify, including boarding personnel and three other vets who have treated him. Subsequently, I brought [redacted] to a different vet the following Tuesday and learned that the wound he had on his foot was of such a nature that it would normally require surgery as treatment. Because of his age it was decided it would be best to avoid any surgery and to instead treat him at home with a much heavier dosage of antibiotics than what [redacted] was prescribed by North Franklin Veterinary Services. He is still recovering from that wound and has a follow up appointment next week. Thank you very much for your attention to this matter. Sincerely, [redacted]