Carroll Veterinary Clinic, Inc.

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I first became aware of this complaint on 5/28/16.  I immediately called the owners and left a message seeking more information.  The problems that the owners experienced are not acceptable and are not at all up to our standards of patient care or communications.  After speaking with...

the staff at our practice, we have taken the following actions; 1) I have sent a letter of apology to the owners along with a full refund for the boarding 2) The receptionist involved is no longer employed at our clinic. 3) The animal caretaker involved has been demoted and now works with direct supervision. 4) We have assigned an experienced licensed Veterinary Technician to train and supervise the entire kennel staff. 5) We have inquired with our website provider as to why the emails you mentioned were not automatically forwarded directly to me.We sincerely regret the negative experience for the owners and their two dogs.  I have left several messages with the owners asking them to contact me so that I may make a personal apology.If you have any further questions, please contact me directly at this email.Sincerely,Jim Adams DVM

Review: I boarded my two dogs with them from April 28 and picked them up on Monday, May 2nd. I was in a hurry to get them home. When I arrived home and let them out of the car I noticed dog feces in my seat and was all over my boxers hind legs and under his belly as well as his butt. I got him out and had to bath both of them outside. That's when I noticed my little jack Russell had three cut marks on the top of his head it had scabs and was swollen. I called and spoke with the front desk person and did not get any answers to what happened I was told to call back on Tuesday. My husband then called and said he wanted answers. They denied it happened there and insinuated that maybe he got hurt going home. Never did they apologize. No refund. Only that the vet would check him for free. We never got to speak to a manager or a vet. My dogs came home traumatized. I have never experienced such poor business practices such as this. I hope this makes since.Desired Settlement: I would like my money back from where I had them boarded. I would have been nice to had an apology from the manager instead of them acting as if we were trying to get over on them.

Business

Response:

I first became aware of this complaint on 5/28/16. I immediately called the owners and left a message seeking more information. The problems that the owners experienced are not acceptable and are not at all up to our standards of patient care or communications. After speaking with the staff at our practice, we have taken the following actions; 1) I have sent a letter of apology to the owners along with a full refund for the boarding 2) The receptionist involved is no longer employed at our clinic. 3) The animal caretaker involved has been demoted and now works with direct supervision. 4) We have assigned an experienced licensed Veterinary Technician to train and supervise the entire kennel staff. 5) We have inquired with our website provider as to why the emails you mentioned were not automatically forwarded directly to me.We sincerely regret the negative experience for the owners and their two dogs. I have left several messages with the owners asking them to contact me so that I may make a personal apology.If you have any further questions, please contact me directly at this email.Sincerely,Jim Adams DVM

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,