LESSONS LEARNED!
I…read morehad to put my dog down, to my surprise, at this Clinic I've never been to before.
I'm new in the area and have often walked by this Clinic on the way to Vedder river. For the last 20 years and when I was a child, I've had a dog and to my surprise one day in September, just like that, my 13 1/2 year old dog was suddenly bleeding and not able to hold his urine. I could see from his eyes that he was declining. So I called this Clinic and spoke to a rep, and she reviewed the fees over the phone.
I was thankful they could see me right away.
MY FIRST MISTAKE!
In hindsight, I realize now that I was so upset, so distraught that I knew the end was near for my baby, I didn't realize certain things. The Vet wasn't assuring me of my decision. I had brought blood samples into the Clinic and the Vet avoided them. The Vet felt around my dogs neck area, and looked in his ears and in his eyes. He assured me he would know more once he completed tests. I was back and forth on my decision and then just knew, NO!, my dog isn't well, he is on the decline.
Tortured by my decision, once I made it then the Vet asked me, can your dog hold his urine?
When I said no, then the Vet no longer recommended further tests....?
One of his reps came into to review costs that were never mentioned to me on the phone a few hours before coming to this Vet.
$600 dollars later, my credit card was charged and a part of the charge was a $147 dollar Paw print I decided to buy.
Too distraught, yes...I walked out of the room with my baby lying still on the cot and not one of the other reps sitting in the foyer said a word to me.
2 1/2 months later I still haven't received the Paw print and on my second attempt to retrieve the item, 1 1/2 months later, I decided to visit the Clinic.
I was told the $147 Paw print would be ready in 2 weeks the day I purchased it.
So as I never received a call since the day I brought my dog in, I was in the area and asked the rep at the Clinic if it had arrived?
The rep said "It's not here," and then he also said "It's not us!"
I said nothing more but couldn't help but feel truly annoyed at the tone of this rep.
Too, I had to leave on vacation in a few days and in 90 days, I knew if I didn't receive the Paw print, I would have No grounds to dispute the charge.
This Clinic's number was saved on my phone the day I took my dog in and I never received ONE call in all that time.
When I got back from my vacation, I called the Clinic again after speaking with my credit card company that was advising me, time is running out!
What an ordeal to have to go through when you Lose a pet!!!
The credit card company said to call the Clinic and document, as my time is running out.
Through my tears of frustration at this time I realized...This isn't fair at all!!!
So I called the Clinic and the rep said that they were trying to reach me. I was on holidays out of the country, but I still saw no records or attempts made by this Clinic. I also listed my email address with them.
I documented calling them and sent an email the same morning, confirming this is my last attempt!
The Paw print was confirmed to be there for pick up that same morning.
When the Clinic received my email that morning, to my surprise right away, one of the Vets responded within a half an hour.....?
He warned me to be "amicable," as he stated that no one has ever complained about their customer service, especially this concern I had about this particular rep's tone.
The Vet also told me he wasn't there to witness this exchange during my visit that day.
I love it when I hear that, but what does that have to do with my concerns?
My concerns are valid and I have the dates on the receipts as proof.
The Vet also repeated to me in his response, that they have "excellent customer service," and that they have my signatures on consent forms, photos and my signature on receipts.
Does this sound like "excellent customer service," to you?
I realize my LESSON in all of this trauma!!!!
Always complete your due diligence beforehand!!!
Make sure to always scope out nearby Vets and develop knowledge of their CODE...see their customer service in action!; and add them to your contact list right away!
Talk to your neighbors who own pets if new in an area!
Watch for the little things in their practices, it's very telling!
Lastly, the Paw print is beautiful, but What an Ordeal!
