Scottsdale Veterinary Clinic

On numerous occasions this client has displayed rude and disrespectful behavior towards many of our staff membersIt is strange that she does not remember many of these late night phone calls that our staff have encounteredWe have always been courteous and professional with herUltimately we made the decision to no longer render services to her and her pets, and asked her to find another veterinary hospital for her pet’s medical needsHer behavior was affecting our care and service to other patientsWe often would have to stop everything we are doing to assist with her many late night phone calls, as she would call most often during our emergency hours of the night, at a time that we have limited staff available to care for patients and answer incoming calls, to discuss things that are not pet emergencies for an extended amount of timeWhen our staff attempt to end the many non-emergent conversations they have had with her so that they may return to caring for our emergency and hospitalized patients, they were then berated by her and cursed at on several occasions while calling them rude for telling her they must return to workShe continually called our medical director a liar stating he promised her he would save her very sick petAs she said in her complaint, it is ridiculous to promise lifeOur doctor had direct conversations with her about this claim where he informed her that he never stated he would save her petOur staff and doctors do not feel comfortable providing care to her pets due to these continual claims that she often brings up during the many conversations we have had with herWe will not be refunding the money spent for us to provide medical services to her pets over the years simply because she is upset that we will no longer render services to herWe will not be changing our decision on this matter, and hope that she will be able find a veterinary clinic that will be better able to provide for her specific needsThank you

On numerous occasions this client has displayed rude and disrespectful behavior towards many of our staff members. It is strange that she does not remember many of these late night phone calls that our...

staff have encountered. We have always been courteous and professional with her. Ultimately we made the decision to no longer render services to her and her pets, and asked her to find another veterinary hospital for her pet’s medical needs. Her behavior was affecting our care and service to other patients. We often would have to stop everything we are doing to assist with her many late night phone calls, as she would call most often during our emergency hours of the night, at a time that we have limited staff available to care for patients and answer incoming calls, to discuss things that are not pet emergencies for an extended amount of time. When our staff attempt to end the many non-emergent conversations they have had with her so that they may return to caring for our emergency and hospitalized patients, they were then berated by her and cursed at on several occasions while calling them rude for telling her they must return to work. She continually called our medical director a liar stating he promised her he would save her very sick pet. As she said in her complaint, it is ridiculous to promise life. Our doctor had direct conversations with her about this claim where he informed her that he never stated he would save her pet. Our staff and doctors do not feel comfortable providing care to her pets due to these continual false claims that she often brings up during the many conversations we have had with her. We will not be refunding the money spent for us to provide medical services to her pets over the years simply because she is upset that we will no longer render services to her. We will not be changing our decision on this matter, and hope that she will be able find a veterinary clinic that will be better able to provide for her specific needs. Thank you.

---------- Forwarded message ----------
From: Scottsdale Vet <[redacted]>
Date: Fri, Mar 28, 2014 at 10:56 AM
Subject: Response to Complaint ID # [redacted]
To: [redacted]
ID #...

[redacted] Customer: [redacted], Pet: [redacted]
I just wanted to inform you that this complaint has been handled internally, and the pet owner's desired settlement has been met. A few of the things the owner mentioned in her complaint are not true, however we understand that she was upset and wanted to rectify that.
The following was my email in reply to the owner's review of us that was brought to my attention:
Hello Ms. [redacted], It has been brought to my attention that your experience with us was less than pleasant. I just wanted to extend my sincere apologies regarding this matter, and if you have any questions or additional concerns you would like to go over with me, please don't hesitate to let me know. I have adjusted your account with us to show that there was no charge for the services that day, so please disregard the account statement that was mailed to you recently. Thank you for your time. Have a great day.
The following was the pet owner's reply to my previous email:
Hi Ashley, I really appreciate that, obliviously I believe that is that this is the best course of action, however I appreciate you responding in a timely manner and resolving my concerns. It means a lot to me. Thank you, and have a great day!
This dispute seems to have been resolved. Thank you for your time.
-- 
[redacted] - Hospital Administrator
The Scottsdale Veterinary Clinic
[redacted]
Ph. [redacted]   Fx.[redacted]

We asked her to find a different veterinarian as she continually argues with us, wasting precious time we could be spending on caring for our patients medical needs, just as she is doing now. If she was happy with our services as she has clearly stated multiple times above, why would she ask for a refund for our services? The client states here that she was happy with our services all along, and she regularly referred other clients here. It does not make sense as she regularly contradicts herself, and it is apparent that we cannot continue rational conversations with her. It is clear that the client only wants her money back because she is upset with our decision to no longer render services to her. There is no logical reason to refund money for the healthcare we have provided her pets over the years, as the services were rendered properly, with outstanding customer service provided in addition on our part. She is only upset with us that she has to find a new vet. We reserve the right as a business to refuse service to anybody. We will not change our decision on this matter, we will not refund any money, and we are prepared to leave this matter unresolved with the Revdex.com if need be. Thank you.

We asked her to find a different veterinarian as she continually argues with us, wasting precious time we could be spending on caring for our patients medical needs, just as she is doing now. If she was happy with our services as she has clearly stated multiple times above, why would she ask for a refund for our services? The client states here that she was happy with our services all along, and she regularly referred other clients here. It does not make sense as she regularly contradicts herself, and it is apparent that we cannot continue rational conversations with her. It is clear that the client only wants her money back because she is upset with our decision to no longer render services to her. There is no logical reason to refund money for the healthcare we have provided her pets over the years, as the services were rendered properly, with outstanding customer service provided in addition on our part. She is only upset with us that she has to find a new vet. We reserve the right as a business to refuse service to anybody. We will not change our decision on this matter, we will not refund any money, and we are prepared to leave this matter unresolved with the Revdex.com if need be. Thank you.

On numerous occasions this client has displayed rude and disrespectful behavior towards many of our staff members. It is strange that she does not remember many of these late night phone calls that our...

staff have encountered. We have always been courteous and professional with her. Ultimately we made the decision to no longer render services to her and her pets, and asked her to find another veterinary hospital for her pet’s medical needs. Her behavior was affecting our care and service to other patients. We often would have to stop everything we are doing to assist with her many late night phone calls, as she would call most often during our emergency hours of the night, at a time that we have limited staff available to care for patients and answer incoming calls, to discuss things that are not pet emergencies for an extended amount of time. When our staff attempt to end the many non-emergent conversations they have had with her so that they may return to caring for our emergency and hospitalized patients, they were then berated by her and cursed at on several occasions while calling them rude for telling her they must return to work. She continually called our medical director a liar stating he promised her he would save her very sick pet. As she said in her complaint, it is ridiculous to promise life. Our doctor had direct conversations with her about this claim where he informed her that he never stated he would save her pet. Our staff and doctors do not feel comfortable providing care to her pets due to these continual false claims that she often brings up during the many conversations we have had with her. We will not be refunding the money spent for us to provide medical services to her pets over the years simply because she is upset that we will no longer render services to her. We will not be changing our decision on this matter, and hope that she will be able find a veterinary clinic that will be better able to provide for her specific needs. Thank you.

Often times my scheduled appointment times were delayed because of an emergency that the clinic was experiencing.  Not once did I complain about that. I have NOT continual accused this clinic of false claims. I had even suggested this clinic to others.  In September of 2015 I adopted a 2 month old kitten from Maricopa County Care and Control, I wasthrilled that on the list of clinics offering a free exam for the adoption was the veterinary clinic that I was already going to.  On many occasions I complimented the staff for their assistance.  There slogan “If only Humans were treated this well”, certainly says it all.  I am NOT requesting the refund the thousands of dollars that I paid this clinic since 2011 simply because they are no longer wantingto care for my pets.  There slogan “If only Humans were treated this well”, certainly says it all.  I am NOT requesting the refund the thousands of dollars that I paid this clinic since 2011 simply because they are no longer wantingto care for my pets.  The clinic needs to make to make this right!

---------- Forwarded message ----------
From: Scottsdale Vet <[redacted]>
Date: Fri, Mar 28, 2014 at 10:56 AM
Subject: Response to Complaint ID # [redacted]
To: [redacted]
ID #...

[redacted] Customer: [redacted], Pet: [redacted]
I just wanted to inform you that this complaint has been handled internally, and the pet owner's desired settlement has been met. A few of the things the owner mentioned in her complaint are not true, however we understand that she was upset and wanted to rectify that.
The following was my email in reply to the owner's review of us that was brought to my attention:
Hello Ms. [redacted], It has been brought to my attention that your experience with us was less than pleasant. I just wanted to extend my sincere apologies regarding this matter, and if you have any questions or additional concerns you would like to go over with me, please don't hesitate to let me know. I have adjusted your account with us to show that there was no charge for the services that day, so please disregard the account statement that was mailed to you recently. Thank you for your time. Have a great day.
The following was the pet owner's reply to my previous email:
Hi Ashley, I really appreciate that, obliviously I believe that is that this is the best course of action, however I appreciate you responding in a timely manner and resolving my concerns. It means a lot to me. Thank you, and have a great day!
This dispute seems to have been resolved. Thank you for your time.
-- 
[redacted] - Hospital Administrator
The Scottsdale Veterinary Clinic

Ph. [redacted]   Fx.[redacted]