ComplaintsforLoving Touch Animal Center
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Complaint Details
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Initial Complaint
09/13/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
WORST experience of my LIFE. I have never been so blatantly DISRESPECTED and DISCRIMINATED against and then on top of all that they refused to give me my dogs health records all because my husband stopped working for them. First they said they were gonna send it in a email, I called back every two hours then after getting the run around I went into the clinic and tried to get them in person. Still to no avail, It went from email to have the new clinic request them. I had my new clinic request them and all of a sudden theyre not willing to send them unless its an emergency or waiting until **** days and my dogs ACL needs to be worked on. She then addressed me and my sister with rude and racist remarks. I would definitely not recommend.Business response
10/11/2022
The claimant demanded records that were not their property. The claimant is not and has never been a client of ours. Their name was not on the account.
At no time were they ever disrespected or addressed with racist remarks.
If you check our ****** reviews, you'll notice there are 2 reviews with the EXACT same wording as the complaint.
We followed our protocols set in place and it was not received well. In fact, the claimant went as far as to call the local county sheriff's office. When the police arrived, they were shown what was being asked for. It was their determination that we were not in the wrong to follow our protocols.
The records they were asking for are in a previous employee's name and the claimant's name is nowhere associated with the account. There is also an outstanding balance on the account that needs to be paid and they were not willing to pay for the services that had been rendered. At no time did the account holder, himself, put in the request.
Once the new vet requested the records, they were sent within the timeframe of our protocols; within 3 days of request. Unless it's an emergency, records are dispatched within 72 hours of the request with the exception of the weekend, then it can take up to 5 days. The requesting vet said there was no emergency nor were there appointments on file for the dogs for whom the records were requested.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.