I have been bringing my rescue dog here for 8 years. I brought her in last weekend to have her nails trimmed and a bath while there. They trimmed her nails, but did not bath her, even though they charged me for it. She came home with fleas. I spoke to them on Monday and told them. Tuesday they called me back asking me to bring her back in so they can bath her.
I was also told that she has some dry skin on her lower back that they asked the vet to look at, but he was to busy. How is he to busy to spend a minute or two looking at a dog???
When I called back later in the week to schedule bringing her in and advised the lady of the situation, I was told they don't have time for her. My call was then disconnected. It could have been a dropped cell call. I called back and told the lady that after 8 years, due to this I will now be looking for a new vet. She did not seem to care.
I decided to wait and calm down and them called them a few minutes after 5:00 and they are already closed. I left a message asking for a copy of her records so that I can have them to take to her new vet.
In a situation like this, where you screwed up, you should make extra effort to make things right. not blow off the customer. We will see what happens when I go in to pick up her records this morning.
We apologize for all the trouble that has been caused due to this situation. As a business, it is completely against our mission statement to act in this manner. As a family member to all of our clients and their pets, it is unacceptable and out of character. We hope to strengthen our bond with you, despite this falter, and in part want to begin that process by extending the offer to bathe your pet and check and treat the skin free of charge. We do not expect to have an occurrence like this in the future, and will utilize this unfortunate event as a learning point in future communication and service to our clients. We appreciate your business over the past eight years and we hope to continue a better relationship in the future.