Country Hills Pet Hospital

I had inherited a dog from a family member who had passed. I called to set up an exam and neutering. I received a call back from them stating that I would not be able to bring Leo in due to being g on a do not service list. Mind you, I had inherited Leo and never been to this clinic before. Not very professional.

Review: On Sunday. August 11, 2013 at 2:45 pm, I brought my two-year old Cockapoo dog to Country Hills Pet Hospital in Eden, WI for emergency medical treatment. I believed that a pet hospital, like a human hospital, would accept and treat my dog. Coincidentally, Country Hills mission statement states: "we understand the importance of every pet that comes through our doors."

My dog was turned away for treatment because the receptionist informed me that they do not accept new clients on the weekends. She spoke with the vet who was at the hospital and both were in agreement about this policy. The vet never came out to see what was wrong with my dog, even though Country Hills views every pet as important.

We were sent away to the [redacted] in Appleton, WI, a 50 minute trip. We received outstanding care there.

My dog had super glued his right eye.

Nowhere on the Country Hills website and nowhere on its phone recording is the policy that they do not accept new clients on the weekends made known. If I had known that, I would have driven to Appleton in the first place.

Country Hills did not see my dog as important, whether we were a regular client or not, even though his condition could have resulted in damage to his eye.

Please state on all your promotional materials that you do not accept new clients on the weekends and/or adjust your mission statement to reflect more accurately your how you treat pets.Desired Settlement: Apology and aforementioned changes in promotional materials and mission statement.

Business

Response:

September 4, 2013

In response to complaint ID [redacted]

As a service to our clients, we do not see non-clients on

weekends. It was decided as an important

business decision to provide weekend hours to our established and trusted

clientele. We understand not all of our

clients are available to bring in their pets during the week. Again, I emphasize we do value our

established and trusted clientele enough to provide weekend hours for them

including Sundays. We are one of the

only clinics in our area that is open on Saturdays and Sundays. In order to provide service to our clients and

make sure we have available appointments for them, we needed to limit our

services to established clients only.

Due to being the only clinic open in the area on Sundays, we do

experience a lot of non-client unscheduled appointments. [redacted] entered

our establishment 5 minutes prior to closing without an appointment. The doctor

on care advised client to seek more extensive care at [redacted] in Appleton Wisconsin which is a 24 hour emergency care facility. We do not advertise we are a walk-in clinic or

an emergency clinic. We require scheduled

appointment times like any other professional establishment in order to provide

the best care for our clients and their pets.

Sincerely,

Country Hills Pet Hospital

Consumer

Response:

Dear Revdex.com:

I am not satisified with the business' response to my complaint as it did not reflect back to me my concerns about the naming of its business, its mission, or its unmarketed policy of not accepting non-clientele over the weekend, thoough it advertises itself as a hospital. I would like them to acknowledge that som.e changes will be made to their mission, to the way they communicate to their customers, and/or an apology for how we and my dog were treated.

From their response, I gathered their policies and procedures were more important than customer service and the immediate care of my dog.