Planned Pethood Plus, Inc.

Complaint: ***
I am rejecting this response because: I called about infection, not just the wrapThe wounds were clearly infected the following day after surgery and that is why I calledI chose not to bring my pets back to you for obvious reasonsAnother vet most certainly did state the work was done "poorly" and stitching was not done properly and he would never use dissolvable stitches as they dissolve too quickly for dew claw removal sitesMy brother and his wife both worked at *** *** *** *** for over years and also stated the work was done poorly, in addition to the new vet I am seeingYou still have yet to return my other phone calls as well about the infectionEither way, I still recommend all animals owners steer clear of your businessWork is poor, professionalism is non existent and customer service is clearly a joke as wellI don't need any more follow upThe fact the Revdex.com shows you have more complaints than good reviews says enoughYou should NOT have an A+ rating, period and I will be sure to advise all animals owners I know to not bring their pets to youIt is about money, not care of the animal for your business
Sincerely,
*** ***

Mr. [redacted], I am sorry for your experience with our phone tree at Planned Pethood..The TV show has been a constant problem in some ways with getting people through on the phones..We truly do our best to return phone calls within 2 days and mostly accomplish this..One problem is some people dont...

give us good info to return call and sometimes we play phone tag..The reason you have been a loyal customer is the same reason so many people come to us..The TV show has brought in so many more caring owners and we strive very very hard to help all we can but in the end the demand is much higher than the work we can safely accommodate..I tell all long term clients to just walk in and the vast majority of time we will fit you end..Your chart was pulled so some did call and if we are booked out for weeks for non-emergency work I have very little I can do about that..Space is limited and I am hiring two more vets but that is still down the road..Being mad at me and throwing personal insults is really not the solution..I do not consider myself any different and work full time with multiple of health issues..I do my best to help as many pets and owners as I can and we at Planned Pethood all strive to do our best..Iam sure sometimes we fail..I am almost always in by 9.30 am and would be more than happy to look at your dog, just tell them I told you to ask for me..I truly wish more vets did lower income work..There are many good vets around, so in case of urgent care I would go to who ever can fit me it, for bigger procedures and other things that can wait awhile then it might be worth booking in with us..Once again I am sorry, for the record while [redacted] Wayne is an American icon, he was very right wing, far from my world views and reasons I work so hard to help so many..

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.
 Dear Dr. Jeff,I apologize for venting my frustration so hard.  It's just that Planned Pethood Plus has been my Go-To vet for all these years and now service is hard to get.  This has kept me up a few nights being just stumped on how to handle the future.I did bring my dog to your PPP a few weeks ago when he first had an issue - they said he could not be seen and gave some further out date. Went straight over to Max Fund and got him in.  I'm on social security and have paid WAY too much at regular vets near me - that has gotten worse too.  Not sure if the diagnosis was correct, hoped for a second opinion. Thank you  for understanding - service that used to be available is not necessarily possible when a pet needs it now.  Pre-TV and Pos -TV, it is just so obvious.  You have been wonderful for decades, we know that!  I guess we have to adapt to the new reality, and of course we will.  Wish that you could open a 4-story pet hospital with dozens of vets to handle the needs of our growing metro.Thanks for all you do, sorry I went off like that ! [redacted]     
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/19) */
not clear on the real issue, in that our quote is 200 to 400 dollars and merlin(cat 1) was charged 330 total and [redacted](cat 2) was charged 280 total..plus each cat had their anal glands expressed and ears cleaned at the owners request..this did...

add an extra 30 dollars per cat but still within our total quote for a cat dental..I would advise [redacted] to maybe check with some non-profit groups for better pricing if she qualifies..I stand behind what we charged and at this point dont feel a need to continue having [redacted] as a client..we do our bets to keep prices low but we have bills to pay also and she got a very reasonable deal..there will be no refund..[redacted]
Initial Consumer Rebuttal /* (3000, 8, 2015/11/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I ended up paying as much if not more for the dentistry for Merlin, who had mild tartar, than I paid for my cat Romy who had two major extractions. I still feel that the charges were spurious and not explained well. There seems to be a random nature to Planned Pethoods charges. The one vet seemed to feel that I was not low income and kept trying to explain that the clinic was for low income people. I feel that I was perceived as not a low income client and was upcharged for the dentistry's of my two cats.
Final Business Response /* (4000, 10, 2015/11/25) */
scaling and polishing can take more time than extractions..we dont have high extraction fees like most places and it always comes back to time..all cats are given fluids and monitored and good jobs are done..we will not refund anything and stand behind the fact the prices were within the normal range quoted..I have nothing further to say about this..we have to make a profit to be able to deliver the most consistently low vet care in colorado..we are not a non-profit corporation..
Final Consumer Response /* (4200, 12, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately we will not be able to reach an amicable solution. Had I not been treated in such a hostile manner when I asked for an explanation of the charges for Merlin, I never would have made a complaint. I asked a reasonable question and did not receive a reasonable answer. Per the clinics request, and my own preference, I will not return to Planned Pethood.

Initial Business Response /* (1000, 6, 2015/10/28) */
I am sorry for what you experienced, but you brought [redacted] in to the after hours DENVER PET EMERGENCY CARE, NOT PPP..they rent the place from me and are a totally different company that I have no control over their business practices..it is...

their game and their rules..so I would ask you to lodge the complaint against the right group..I have no idea what doctor worked that night but I am sure you should have been given a receipt with all the correct information on it..[redacted]

I will start by saying iam sorry for your experience at my clinic..But several things you said are wrong and offensive..First, my office manager did call you back and the big concern was one dog got a wrap and the other did not..Your dogs were done by 2 different vets both with years of...

experience..One but  a wrap on due to the area bleeding.. Some dogs need it some dont..Your dogs were sent home with e-collars but sometimes dogs get them off and sometimes they can scratch the area with them..In any event surgical sites just dont get infected for no reason..This is not anyone's fault, but more the nature of some dogs..You clearly marked the nail trim and the microchip and the e-collar but you did not mark pain management..This id totally up to you in small routine surgeries..We would always be happy to sell you pain meds and make more money while making your dogs feel better, but we also under that many times money is limited..You were also given a sheet of paper going over post op issues and it clearly states you can bring the animal in if any issues..We unlike most clinics really stand behind our work..So, while I am sorry for your inconvenience I just see how both my doctors did such a bad job on both your animals and we have had no other complaints from that day..Maybe another vet said something maybe they didnt, what I know is I work in a very unethical and cutthroat profession and I dont put a lot of stock in anything someone might have said unless they put it in writing..please feel free to call me [redacted]..But we dont give refunds..Sometimes people need to be responsible..

Mr. [redacted] has been coming to us with his dog [redacted] for a broken leg. After his last recheck for a broken leg our staff did not remove an IV catheter from [redacted]. IV catheters are left in frequently in humans and animals for days without any complications. I agree the catheter should’ve been...

removed as [redacted] did not need one anymore, but it did not cause [redacted] any health complications. Mr. [redacted] called during our night hours the day he picked [redacted] up (Friday 11/18/16) and spoke to night shift receptionist about IV catheter being left in. She advised to bring [redacted] back for removal. Mr. [redacted] stated he couldn’t get back that night, but would bring [redacted] the next day. Owner did not bring patient back until Wednesday 11/23/16. Catheter was removed then without any complications. Afterwards owner wrote us a letter in which he stated he did not find the IV catheter until Wednesday 11/23/16, which is incorrect as I have a clear note from the night crew from Friday 11/18/16. No matter what, even if that was the case there were no known complications caused by the IV catheter and as I have mentioned earlier IV catheters can be and frequently are left in for days in both humans and animals without any complications. I have apologized for the inconvenience caused by the IV catheter and I have explained to owner IV catheters can be left in for days without issues. Mr. [redacted] has been very upset because unfortunately his dog passed away few days later from cancer and he has been trying to blame the IV catheter for his pets unfortunate passing ever since. I have tried to explain the seriousness of his pet’s condition and I am very sorry for his loss.

Initial Business Response /* (1000, 9, 2015/11/19) */
MS. [redacted], received treatment from us for her cat Lasky but did not pay in full..we often times keep their pet until the balanced is paid, something that is perfectly legal..we sent lasky home with the promise that ms. [redacted] would pay in...

full..she has an outstanding balance of 30 dollars and will get no information from us until it is paid..we would be more than happy to release her information but since she has not paid for the microchip yet it is still legally mine..if she would like to settle this is court I am more than willing..pay your bills.we operate on a very thin profit margin and it is people like ms. [redacted] that make it hard to trust other people and do low cost work..
Initial Consumer Rebuttal /* (2000, 11, 2015/11/23) */

Excuse me for interrupting your "[redacted]" video shoot.I think it was your facility that was having a bad day.  The list of complaints I have heard from others is exhaustive. The main one being that you do not return peoples calls, or you lose peoples information.    I choose to never return to your facility again, and am glad to see you are leaving the neighborhood, after being a client for 12 years. Your loss.  I would like my dogs charts though, which were magically found after I left, but at that point I had lost faith in your facility, and didn't feel like being part of a video shoot.You and your staff clearly need customer service training.  You take responsibility for nothing.  The situation was handled very poorly. 
[redacted]

well the problem is solved from this end, in that he is fired as a client..his use of profanity in the lobby with children present ended everything..but, for the record he was 15 minutes early and was seen on time by dr. [redacted]..one of my better consult doctors who I have never had a compliant on...

that I can remember..she wanted to get the appointment going while we looked for his hard copy record..we also have a digital copy on all animals and he was told that..I am old fashion and poor with computers so I encyst on both..we did in fact find his chart minutes after he left..but in any event we did not need his chart from 2 years prior to deal with his pet that day..he was told this and because he was mad my one doctor walked out on him and we asked another doctor to see him but she was in a surgery and he was told he would have to wait at that point..I feel we reasonably try to accommodate him and he was clearly having a bad day. I am sorry for his bad day but I will never allow a client to be rude or vulgar to my staff..we see over 60,000 clients a year and it is crazy at times, but I assure you the camera crew were never in his way..we are doing an [redacted] show as you may know..I have tried to be very conscious of filming and peoples feelings about it..we do have a sign on the door alerting people to what is going on and no-one can be filmed without a consent form being filled out, unless just picked up in back ground by accident..we have out grown our facility several years ago and I understand our biggest complaint is people cant get through or in to see us..we will be moving in about 2 weeks to a new facility with over 8000sq ft.. and lots of off street parking..I hope that will allow us to serve more people better but I still will fire clients for cussing in my front lobby..for the record we do have  a lot of the audio recorded..not good on [redacted] part..[redacted] dvm