Roane Memorial Gardens

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that the response would not resolve my complaint For your reference, details of the offer I reviewed appear below.It is not the truth nor the whole story Also, the person that responded to the complaint was not aware of the situation and is only repeating what she has been told as each time we visited we asked to speak with her and she was not in the office either time Also, the response refers to the person involved as the technician when in fact, he is the owner We were given incorrect information by the receptionist which we found out has only been in the office for about months She gave us incorrect information twice We only asked the office to take that into consideration as that made us make two wasted trips out there The drive was about minutes away and my daughter had to take off of work to bring the dog Also, we were not angry that the staples fell out and not once or at anytime did I say that!! And we did call to cancel the appointment I specifically explained that since the staples that they had put in were holding up fine, we would wait to see over the weekend if they worked and if not, we would call to reschedule the appointment On Saturday the staples began to come loose We planned to call on Monday to reschedule In the meantime, on Sunday night while we slept, the shade came off of the dog and she licked the wound open even more I stated ALL of that when I called to reschedule the appointment We did not blame the hospital and were not angry that it happened However, I was angry when for the second time we were told that we should've came at a different time and even this time, a different day then what we were told by the receptionist! And I was not angry, I was upset The surgeon who we later found out was the owner talked to my children in a belligerent manner and was very demeaning to them That is when I became angry I did call him a " [redacted] ", nerer said jerk And I called himthat after he kept cutting me off and would not let me talk and proceeded to tell me that I could take my dog elsewhere because no matter what they did, we woul dnot be happy I also told him that I was glad to see that as a vet, he really had the best interest of the animal at heart! I feel that he talked down to my children and then myself because the fact that we are black He treated us as if we were ignorant He never tried to fix the situation or resolve it He seems to be aware of our situation from the beginning but never once did he try to speak with us to alleviate any of the problems We did not go in there and disrupt the office, nor were my children loud, belligerent, cause any disruption to his business or anything of that nature Yet he keeps saying we were angry Upset and angry are two totally different adjectives and call for totally different responses He only says this as a means of justifying his prejudicial reaction and lack of business etiqutte in the way he handled the issue As it stands, by the time we were able to find a vet that would take our dog after another vet had already started the care, the would will not close and will remain open for the rest of the dogs life, so we are being told please forgive any typos, I do not see well Thank youRegards, [redacted] ***

West Michigan Street Veterinary Clinic is a low cost, full service, walk in veterinary clinic. We publish our walk in hours on our voice mail and websiteSurgeries are done by appointment only, after having a consultation with the veterinary surgeon. We are not an emergency clinic, nor
are we a specialty clinic. While we have veterinarians working at the clinic, we are a doctor practice. That means we typically have doctor seeing patients presented during the published walk in hours.
On the day in question, we were seeing walk ins from 11am-4pm for medical cases and 11am-5pm for vaccines only. The owner called to inquire about coming to the clinic for service and the receptionist instructed her that we can perform an examination and develop a treatment plan, but that she needed to come now.
On February 9, at 4pm, the owner presented a year old female spayed Doberman mix for a laceration to the right thigh. Since the surgeon was not present in the clinic, the veterinarian on staff that day offered to perform a temporary closure with staples. Owner agreed to the treatment plan and estimate. The dog received an antibiotic injection. The dog’s injury was anesthetized with local anesthesia, shaved, scrubbed with chlorhexidine, and temporarily closed with surgical staplesThe owner scheduled a laceration repair surgery on February 11, with a drop off time between 8:00am-8:30am. Since we are a low cost clinic, the temporary staples cost the owner $84, whereas at any other full service clinic it could have easily cost several hundred dollars.
Even with our already full surgery schedule, we agreed to perform the surgical wound closure two days later
Owner did not cancel the appointment for surgery either by leaving a message on our voice mail or by speaking with anyone on our staff. She did not show for her appointment on February 11, 2015.
Owner called Monday, February 15, to complain that the staples were falling out. She informed one of the registered veterinary technicians on staff that her dog removed her e-collar the night before (Sunday) and was able to remove several of the staples. The technician reminded the owner that the staples were only temporary and that she was supposed to return last Thursday to have surgery. Owner stated she knew that but that she only has one driver in the household and she had another obligation last Thursday.
The veterinary surgeon and practice owner offered to schedule her dog for surgery the next day. The owner expressed anger that her dog couldn’t get surgery that day. Owner’s mother called back and spoke to the surgeon/practice owner and called him a “jerk” and a ***.” Due to the behavior of the owner, the practice owner felt that the veterinarian/client relationship couldn’t continue. At that time, we instructed the owner that we would be happy to forward her dog’s medical records to another vet as we would no longer be able to provide services to her and her family.
I hope this provides you with the information you seek. Should you have additional questions, please don’t hesitate to call me. I’m happy to assist
KerryAnn ***
Office Manager

Revdex.com:I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It is not the truth nor the whole story.  Also, the person that responded to the complaint was not aware of the situation and is only repeating what she has been told as each time we visited we asked to speak with her and she was not in the office either time.  Also, the response refers to the person involved as the technician when in fact, he is the owner.  We were given incorrect information by the receptionist which we found out has only been in the office for about 3 months.  She gave us incorrect information twice.  We only asked the office to take that into consideration as that made us make two wasted trips out there.  The drive was about 35 minutes away and my daughter had to take off of work to bring the dog.  Also, we were not angry that the staples fell out and not once or at anytime did I say that!! And we did call to cancel the appointment.  I specifically explained that since the staples that they had put in were holding up fine, we would wait to see over the weekend if they worked and if not, we would call to reschedule the appointment.  On Saturday the staples began to come loose.  We planned to call on Monday to reschedule.  In the meantime, on Sunday night while we slept, the shade came off of the dog and she licked the wound open even more.  I stated ALL of that when I called to reschedule the appointment.  We did not blame the hospital and were not angry that it happened.  However, I was angry when for the second time we were told that we should've came at a different time and even this time, a different day then what we were told by the receptionist!  And I was not angry, I was upset.   The surgeon who we later found out was the owner talked to my children in a belligerent manner and was very demeaning to them.  That is when I became angry.  I did call him a "[redacted]", nerer said jerk.  And I called himthat after he kept cutting me off and would not let me talk and proceeded to tell me that I could take my dog elsewhere because no matter what they did, we woul dnot be happy.  I also told him that I was glad to see that as a vet, he really had the best interest of the animal at heart!  I feel that he talked down to my children and then myself because the fact that we are black.  He treated us as if we were ignorant.  He never tried to fix the situation or resolve it.  He seems to be aware of our situation from the beginning but never once did he try to speak with us to alleviate any of the problems.  We did not go in there and disrupt the office, nor were my children loud, belligerent, cause any disruption to his business or anything of that nature.  Yet he keeps saying we were angry.  Upset and angry are two totally different adjectives and call for totally different responses.  He only says this as a means of justifying his prejudicial reaction and lack of business etiqutte in the way he handled the issue.  As it stands, by the time we were able to find a vet that would take our dog after another vet had already started the care, the would will not close and will remain open for the rest of the dogs life, so we are being told.     please forgive any typos, I do not see well.  Thank youRegards,[redacted]