Vets for Less Animal Clinic

First, we would like to express our condolences to Mr. [redacted] over the loss of his dog, [redacted]. Having a pet euthanized is a very stressful and grief filled experience. When Mr. [redacted] brought [redacted] into our facility on December 8th, 2015 he was checked in by our receptionist, Kody.  A friend...

of Mr. [redacted] assisted him with the required paperwork, consent, and payment. The friend, Mr. [redacted], and [redacted] were placed in a private exam room for the completion of this paperwork due to Mr. [redacted]’s distraught state, as he could barely talk and was having a hard time articulating due to his emotional grief. The friend and Mr. [redacted] asked in the exam room if plaster casts could be made of [redacted]’s paw prints, and they were both informed by Kody that this was not a service that we were able to provide, but that we could make ink prints of [redacted]’s paws for them, at no additional charge, before her body was sent for a private cremation with her ashes to be returned in an urn with a name plate on it. They were happy with this option when it was offered to them by Kody prior to the euthanasia being performed. They also asked Kody several times if they would be charged for the ink paw print service, and she continued to reiterate there would be no additional charge for this. After all of the paperwork was completed, and payment was made, [redacted] was escorted to the treatment area for the procedure by Kody, after Mr. [redacted] said his final goodbyes to her, as Mr. [redacted] did not wish to be present during the procedure.
After [redacted] was euthanized, ink paw print impressions were made from her paws, and these were mailed to Mr. [redacted] on December 12, 2015, along with a sympathy card signed by our staff expressing our condolences.
On December 15, 2015, Mr. [redacted] came to our clinic to pick up [redacted]’s remains, which had been returned to our clinic in an urn. At that time Mr. [redacted] told our receptionist Cazzeri that he wanted to tell everyone how great we had been in dealing with [redacted]’s euthanasia even though he had been very emotional at the time of the procedure.
Late in the day on December 15th, our manager Jennifer M[redacted] received a phone call from Mr. [redacted] who was upset that we did not do plaster paw prints of [redacted] at the time of her euthanasia. Jennifer explained to Mr. [redacted] that plaster prints were not a service our clinic had ever provided; but that we did ink paw prints on deceased pets for the owners at no charge. Jennifer let Mr. [redacted] know that his ink prints of [redacted] had been mailed to him with a sympathy card. The owner became upset, yelling that this was not what he had requested. Mr. [redacted] then threatened to return to our clinic to make a very big scene, and also threatened to call[redacted] and report us to the Revdex.com.
On December 17, 2015, Mr. [redacted] called dour clinic again and spoke again to our manager Jennifer M[redacted]. He asked her again about plaster prints of [redacted].  Jennifer again explained to Mr. [redacted] that he had been informed on the day of the procedure that this was not a service we were able to provide, when he signed the paperwork in the exam room.  Mr. [redacted] said this was “[redacted]” and stated he would continue to pursue a complaint with the Revdex.com.
We suspect that due to Mr. [redacted]’s grief on the day of [redacted]’s euthanasia that he is confused about what would be provided with [redacted]’s euthanasia procedure. We are very sorry for his confusion, but it was explained to him and his friend who was helping him multiple times what we would be able to provide for him, and the ink paw prints were made and mailed to him, and [redacted]’s ashes were returned to him in an urn with a name plate.