JEFFERSON VETERINARY CENTER

"This negative post on Angie’s List has troubled me for many years. Every single customer is very important to us. That is why a customer’s anger is difficult to deal with, but I do think the posting deserves our explanation. In every business, in spite of the most conscientious efforts, customer dissatisfaction may occur. To a small personal business like Jefferson Veterinary Center, where we have established a bond not only with the customer, but also with their pet, the loss of the relationship is particularly upsetting. In this case, unfortunately a number of problems occurred in succession to dissatisfy this customer. Although the customer could not have known this, most of the problems were not in our control. In spite of careful scheduling and being solicitous to clients’ wishes, we cannot absolutely guarantee that a particular doctor will be available. In this case, another patient’s surgical procedure became complicated. Therefore, the doctor requested by the client and scheduled for the client, could not be available, as she had to complete the surgery. When this happens, our staff apologizes to the client and makes sure they are comfortable seeing whichever doctor is available, or offers the options of re-scheduling, with our apology. Very unfortunately, another time the same pet was scheduled for a particular doctor, and that doctor had to leave abruptly to deal with a health emergency with her child. It is quite clear how this client could be getting upset. The other complaint from this customer I can only attribute to a communication lapse or problem on our part. We do routinely keep pets overnight in order to obtain a fresh morning urine sample, especially when the animal is already at our hospital with no sample available. There must have been something lacking in our explanation to this client in order to make her so upset over a routine procedure. For that , I apologize. We do strive to prevent any negative experience for our clients and their pets. We appreciate knowing what we can do to improve our services and for that I thank this customer. I am very sorry that the situations, as they occurred, caused her to seek services elsewhere, and I am hopeful that understanding the situation from both sides may lead to a change of heart."