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| - I'm very disappointed with this hospital. I've been going here for years. Dr. McDermott was wonderful with my former dog, especially during his hospitalization and subsequent passing, so they've had my loyalty and my business ever since. However, I feel like the quality of service here has steadily declined.
The worst happened today. I picked up my dog from boarding (around 2.40 PM) and the front desk person who ran my payment and gave me the receipt said ok the total was $68 and I asked why that much for a couple days of boarding. She said your dog had a flu vaccine booster. I told her that doesn't sound right. I just brought him in for vaccines including the flu vaccine last Sun, 9/17 (5 days ago) and he's not due for the booster until 10/8. She agreed that it is weird and she would check with the Doc. I'm not sure which Doc she checked with cos no Doc ever came out and explained, so who knows if she even asked a Doc.
The front desk person came back and said that it was pretty much a mistake and we're sorry, but it should be ok since my dog is not giving out any allergic reactions. She also said: now you don't have to come back in 2 weeks for the booster cos its already taken care of and the vaccine is good until next year. Excuse me, so you're spinning your screw up around into some sort of benefit for me??? I asked if the vacinne is going to be as effective now that it was given too early. She quickly said it should be as effective, which I'm not sure is a true statement as from what I read, giving vaccines too frequently (less than 2 weeks apart) does not give the body time to respond properly to the vaccines. If a vaccine booster is given too soon, the body's immune response to the first vaccine will interfere with the response to the second vaccine; thus, you do not get the desired "booster" effect from the second vaccine that makes the immune response stronger.
I don't know what kind of a professional vet office/hospital vaccinates a pet without the owner's permission! I'm pretty sure in a human practice, that is one definition of a malpractice. After I got home, I called (at 3.30 PM) to ask how exactly this happened and who gave the order for my dog to be vaccinated and the person who answered my call said she can't really say as the records don't indicate whose order that was. Just that he was given the shot on 9/19. She would ask and have one of the docs called me. I told her ok please have the Doc call me. I also asked where exactly the shot was given at cos i felt a bump that wasn't there before on my dog. She told me the shot was given at his right hind leg.
Someone, not the doc, called me back an hour later and told me that the Doc was sure this was just a mistake of the technician entering the wrong charge and my dog actually never got the vaccine and that they'd reverse the charge back of $20 (I told her no the charge was $32. She said oh I thought he got the other vaccine. Are we even talking about the correct dog here? ) to my credit card tomorrow and I'd have to come back in 2 weeks to get him the booster. Wtf???!!! They specifically told me that he got the shot on his right hind leg. Even the employee at boarding who called me to confirm the pick up today mentioned that he got his vaccine alright (I had asked her if my dog did ok at boarding. At the time, i thought she just heard me wrong) and now they said it never happened. Just a record error. Is this just another lie? A cover up? It sure felt that way!
I would've been ok if the Doc had called me, took accountability, and told me it was a bad mistake. He'll retrain his staff, so it won't happen again. Then reassured me that he'd do everything to make sure my dog would be ok, invite me to come in tomorrow, so he could personally check up on him. Take accountability and offer to make amends, to fix it! Show me you care! That's all I want. That's what all customers want! Customer service 101, right??! These flip-flopping answers and information are worse cause i don't know what to believe now. You have lost my trust. I can't trust a place like this to care for my dog anymore.
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