William M. Lewis DVM PC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: based on their most recent response, I don't think I will ever get coherent, truthful answers to my basic questions. Please ask this business to not contact me in any way in the future. I consider this matter closed.
Regards,
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February 28, 2018Dear [redacted],Thank you for letting me respond at this late date. As I explained to [redacted], I am the practice manager at [redacted] vet Clinic and I was attending personal business when you tried to contact me, and unfortunately my staff got the emails and did not forward...

them to me.  I apologize for that lapse. We do take client complaints seriously and I’m happy now to address this issue. Since I was not present for this situation, I asked several staff members for input. I also pulled the chart to see what transpired.[redacted] accepted a medication for her dog that was compounded here. How that is done is:  the dosage and pet size/ days needed are put into a computer and it will kick out the correct way to mix the drug to make it more palatable to pets. I have attached the exact formula that was used to make this liquid compound for Taco. The instructions were to be made for 14 mLs, which if given once a day (1 mL) will last for 14 days, assuming it is compounded correctly. I know it’s an inconvenience, but I really wish [redacted] would have brought the bottle in after 6 days to show us that it was empty. We all make mistakes, and we would have been happy to re-compound the medication, at no charge to her.  The compounding fee is usually non-returnable, since it is made for a specific pet and we cannot resell it. But of course if we made an error, we would fix it. The compounding fee is $40.00 since it takes my techs about 25 minutes to compound these drugs. I do see [redacted] did request, and receive, a prescription to an outside pharmacy. In 10 years of compounding medications, we have never had a client complain we sent too little liquid home to them. But in the spirit of goodwill, I will be more than happy to cut [redacted] a check for $55.00 since I did not personally compound this medication, so I cannot in good faith, verify its liquid volume.  In good faith, I also ask that [redacted] remove her 2 (1 star) reviews on the same website, and her one-star on the other sites. If she would like to amend them to a 3 star- one review per site, I think that would be fair.     I would also like to ask the Revdex.com to also amend their rating of us, in light of this compromise.Thanking you. Angela K. L[redacted], Practice Manager LHVC

I am not blaming anybody for my not getting your messages. I legitimately did not get your messages. Statement of fact. My head tech was checking email in my absense. Meghan is not just our Head Tech (she's also like our daughter), and she is our second in charge when I cannot be here. Meghan is the same tech who told you twice you didn't have to take the compounded meds, and you chose to take them. She just told me you stated, "Yes I'm taking them MEGHAN"  She remembers how you emphasized her name. After speaking to Meghan just now, she felt you were unhappy with us from the beginning, and could never be pleased. The reason I went into detail about the compounding is to explain that compounding meds is very straight forward and it is really almost impossible to not add the proper amount of liquid. . In ten years of compounding medications, Meghan said no client has ever come back saying there was not enough. I was giving the benefit of the doubt since I was not personally compounding them. Technically compounded meds are non-returnable. If I paid for 25 pills at CVS and noticed I only had 6 pills you bet I would go to [redacted] immediately. I wouldn't write letters to them demanding my money back (you said you sent a letter).      We can please 1000 clients, but we cannot please everyone. Some clients are not a good fit for us either.  That is why there are choices of veterinarians. I did see on your yelp review you mentioned your current vet put our clinic down, saying "everybody says that about them."   I'm sorry to hear this. My staff has been instructed since day #1 to NEVER put down another vet or vet clinic. That is how we do business. I also think its unfair for you to put multiple one star reviews on the same site. In light of no resolution with this matter, I will be contacting these sites.   I have tried to resolve this matter but you have rejected that effort since it was not on your terms and timetable. I hope you don't speak for the Revdex.com telling them what they should do. I will put up my own rebuttal on yelp and other sites. I hope the Revdex.com will give me credit for trying to  remedy this situation to no avail.