Town & Country Vet Clinic

March 7, Re: ID: [redacted] Thank you for giving us the opportunity to respond to the complaint filed by [redacted] In her complaint, Ms [redacted] stated that she had a “treatment plan” made prior to Beethoven’s visit to our clinicSince we do not offer a “treatment plan”, I’m going to assume that she is referring to the requests she made at the time the appointment was made Our records indicate that she requested a Rabies vaccination, Bordetella vaccination, and DHLP + Parvovirus vaccination, to have the nails trimmed and to check the teeth It was also noted that we may need to sedate Beethoven as we had done in the pastMs [redacted] made an appointment for 5:PM, stating that was the only time she could come into the office Sedation was not an option that late in the day as it does not give the patient enough recovery time to be sent home when our office closes at 6:PM Our records indicate that we had only sedated the pet once in the past on April 10, when he was in a fight with another dogThe decision was made not to use sedation Beethoven is a very aggressive and vicious dog and it took people to hold the pet still The Doctor was able to trim the nails on three paws, not just nails At all times, our Doctors need to be sure our staff members are not in harms’ way when assisting, being as Beethoven was becoming increasingly vicious the Doctor made the decision to not trim the nails on the last pawMs [redacted] also stated we gave Beethoven a shot that was not authorized or necessary The only services we administered where the services requested at the time the appointment was made, which included the Bordetella vaccination Ms [redacted] did call our office and spoke to one of our Client Care Specialists She was belligerent and rude not allowing our staff member to get one word into the conversation Our staff deserves to be treated with respect and should not have to listen to profanity It is unfortunate we could not come to an acceptable conclusion without involving the Revdex.com I feel Ms [redacted] was given the best service we could provide Beethoven considering the demeanor of her pet A refund will not be issued

March 7, 2017 Re: ID:  [redacted] Thank you for giving us the opportunity to respond to the complaint filed by [redacted]. In her complaint, Ms. [redacted] stated that she had a “treatment plan” made prior to Beethoven’s visit to our clinic. Since we do not offer a “treatment plan”, I’m going to...

assume that she is referring to the requests she made at the time the appointment was made.  Our records indicate that she requested a Rabies vaccination, Bordetella vaccination, and DHLP + Parvovirus vaccination, to have the nails trimmed and to check the teeth.  It was also noted that we may need to sedate Beethoven as we had done in the past. Ms. [redacted] made an appointment for 5:15 PM, stating that was the only time she could come into the office.  Sedation was not an option that late in the day as it does not give the patient enough recovery time to be sent home when our office closes at 6:00 PM.  Our records indicate that we had only sedated the pet once in the past on April 10, 2014 when he was in a fight with another dog. The decision was made not to use sedation.  Beethoven is a very aggressive and vicious dog and it took 3 people to hold the pet still.  The Doctor was able to trim the nails on three paws, not just 3 nails.  At all times, our Doctors need to be sure our staff members are not in harms’ way when assisting, being as Beethoven was becoming increasingly vicious the Doctor made the decision to not trim the nails on the last paw. Ms. [redacted] also stated we gave Beethoven a shot that was not authorized or necessary.  The only services we administered where the services requested at the time the appointment was made, which included the Bordetella vaccination.  Ms. [redacted] did call our office and spoke to one of our Client Care Specialists.  She was belligerent and rude not allowing our staff member to get one word into the conversation.  Our staff deserves to be treated with respect and should not have to listen to profanity.  It is unfortunate we could not come to an acceptable conclusion without involving the Revdex.com.  I feel Ms. [redacted] was given the best service we could provide Beethoven considering the demeanor of her pet.  A refund will not be issued.