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Pet Care Center Veterinary Hosp

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Reviews Veterinarian Pet Care Center Veterinary Hosp

Pet Care Center Veterinary Hosp Reviews (4)

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted]

Re: Claim [redacted] To Whom It May Concern: I am responding to a complaint filed regarding our business, Pet Care Center At Luna Park First and foremost, the customer did not pay more than $than originally quoted for thedental serviceIn a correspondence with the customer, she states that they were "originallyquoted a price of 'about $350.00."' I can provide a copy of their invoice (with no names forpublic view) for services rendered on 2/1/demonstrating that their actual bill was $486.14, adifference of $My staff did explain the difference between the quote at the time of theexam and the cost they paid that dayThe difference is that the pet had pre-anesthetic laboratorywork performed as well which is key in identifying any potential preexisting conditions that maywarrant postponing the procedure or using different medicationsThis is especially important toconsider when treating a patient that is on medications for conditions such as anxiety.Furthermore, an estimate for the laboratory work and elective procedure were discussed at thetime of drop-off and if the customer felt that clarification from the support staff was not adequatethey could have postponed the procedure until a doctor addressed their concerns Secondly, I did respond with a heartfelt email apologizing to the customer regarding theirdisappointment with our servicesWe take our quality of care very seriouslyWe also take greatpride in our interactions with our clients and their pets, especially those pets with anxietyThecustomer stated in her response to my email "Our (previous) vets would often simply sit quietly, not even making eye contactwith him (their pet), and occasionally offering him treats while taking a thoroughhistory etcduring the beginning of each visit and this helped immensely with hiscomfort levelWe have not received the same level of responsiveness from mostof your staff and it make such a huge difference in his stress level whether heimmediately begins whining/shaking etcupon entering a clinic or not.Unfortunately, it's always been a challenge to fin a clinic that provides that levelof service and we are disappointed it wasn't yours as so many others obviouslyhave very positive experiences." This statement by the customer demonstrates a lack of confidence in our practice to provide alevel of satisfactory careIn order to maintain a working relationship, trust must be involvedWewould have welcomed a discussion with the doctor regarding the staff and our interactions withtheir nervous dogThese concerns could have been addressed in a positive manner rather thansmearing our name with a negative "Yelp" review prior to that conversationWe have had nocorrespondence with the customer regarding her pets "GI issues" since the dental procedure and Idon't understand why such a concerned pet owner would allow such an "issue" to linger for 7weeks prior to seeking medical attention, especially in a pet with anxietyWhen the customerattempted to bring the pet in to address these concerns we simply asked them to sign thefollowing letter: "Dear 'Customer Name':One of the most important criteria for the delivery of veterinary medical care fromveterinarians and staff members at this facility is polite, effective, comfortable,and open avenue for communicationAdditionally, shared confidence betweenclient and doctor is an essential component of an effective veterinarian-client patientrelationshipUnfortunately, your behavior and interactions with ourpersonnel over "pet name" last visit have made it impossible for the doctors andstaff here to communicate with you in that fashionAs a result of this we will beunable to provide and further medical care for your pet(s).We are more than willing to provide the veterinarian of your choice with copies ofall pertinent medical records at no charge to youA consent form to releasemedical record information is attached to this letterPlease complete it and returnit to our officeShould your successor veterinarian need information beyond thatprovided by the medical records, our staff members will furnish your new doctoror veterinary practice with additional information by phone." This letter in no way suggests the customer harassed the staffIt offers to provide their petsrecords to the veterinarian of their choosingWe charge to make paper copies to deliver by handdirectly to the customer I have no desire to contact the customer in the future and have never had the intention of usingtheir names in a public post so I do not understand the need for any kind of "settlement." I findthis settlement request rather peculiar since the customer has three times identified our businessin public posts and have personally contacted our business Sincerely,Robert G [redacted] , MS, DVM

Re: Claim [redacted]
To Whom It May Concern:
I am responding to a complaint filed regarding our business, Pet Care Center At Luna Park.
First and foremost, the customer did not pay more than $300.00 than originally quoted for thedental service. In a correspondence with the customer, she states that...

they were "originallyquoted a price of 'about $350.00."' I can provide a copy of their invoice (with no names forpublic view) for services rendered on 2/1/2016 demonstrating that their actual bill was $486.14, adifference of $136.14. My staff did explain the difference between the quote at the time of theexam and the cost they paid that day. The difference is that the pet had pre-anesthetic laboratorywork performed as well which is key in identifying any potential preexisting conditions that maywarrant postponing the procedure or using different medications. This is especially important toconsider when treating a patient that is on medications for conditions such as anxiety.Furthermore, an estimate for the laboratory work and elective procedure were discussed at thetime of drop-off and if the customer felt that clarification from the support staff was not adequatethey could have postponed the procedure until a doctor addressed their concerns.
Secondly, I did respond with a heartfelt email apologizing to the customer regarding theirdisappointment with our services. We take our quality of care very seriously. We also take greatpride in our interactions with our clients and their pets, especially those pets with anxiety. Thecustomer stated in her response to my email.
"Our (previous) vets would often simply sit quietly, not even making eye contactwith him (their pet), and occasionally offering him treats while taking a thoroughhistory etc. during the beginning of each visit and this helped immensely with hiscomfort level. We have not received the same level of responsiveness from mostof your staff and it make such a huge difference in his stress level whether heimmediately begins whining/shaking etc. upon entering a clinic or not.Unfortunately, it's always been a challenge to fin a clinic that provides that levelof service and we are disappointed it wasn't yours as so many others obviouslyhave very positive experiences."
This statement by the customer demonstrates a lack of confidence in our practice to provide alevel of satisfactory care. In order to maintain a working relationship, trust must be involved. Wewould have welcomed a discussion with the doctor regarding the staff and our interactions withtheir nervous dog. These concerns could have been addressed in a positive manner rather thansmearing our name with a negative "Yelp" review prior to that conversation. We have had nocorrespondence with the customer regarding her pets "GI issues" since the dental procedure and Idon't understand why such a concerned pet owner would allow such an "issue" to linger for 7weeks prior to seeking medical attention, especially in a pet with anxiety. When the customerattempted to bring the pet in to address these concerns we simply asked them to sign thefollowing letter:
"Dear 'Customer Name':One of the most important criteria for the delivery of veterinary medical care fromveterinarians and staff members at this facility is polite, effective, comfortable,and open avenue for communication. Additionally, shared confidence betweenclient and doctor is an essential component of an effective veterinarian-client patientrelationship. Unfortunately, your behavior and interactions with ourpersonnel over "pet name" last visit have made it impossible for the doctors andstaff here to communicate with you in that fashion. As a result of this we will beunable to provide and further medical care for your pet(s).We are more than willing to provide the veterinarian of your choice with copies ofall pertinent medical records at no charge to you. A consent form to releasemedical record information is attached to this letter. Please complete it and returnit to our office. Should your successor veterinarian need information beyond thatprovided by the medical records, our staff members will furnish your new doctoror veterinary practice with additional information by phone."
This letter in no way suggests the customer harassed the staff. It offers to provide their petsrecords to the veterinarian of their choosing. We charge to make paper copies to deliver by handdirectly to the customer.
I have no desire to contact the customer in the future and have never had the intention of usingtheir names in a public post so I do not understand the need for any kind of "settlement." I findthis settlement request rather peculiar since the customer has three times identified our businessin public posts and have personally contacted our business.
Sincerely,Robert G[redacted], MS, DVM

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Sincerely, [redacted]

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Address: 2950 SW Avalon Way, Seattle, Washington, United States, 98126-2551

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