ComplaintsforCompanion Care Animal Hospital, LLC

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  See attached PDF "Companion Care Fairfield Ohio Incident Report" for detailed incident report with pictures. Overview: Dropped off two healthy dogs to Companion Care Animal Hospital for veterinary boarding services and picked up injured dogs due to negligence.

  Business response

  09/26/2023

  *** ******** is upset that a prong collar she placed on her dog's neck caused minor damage to the skin of the neck.  The collar was completely covered with a bandana and was not visible. When we discovered the collar and some minor (healing) skin damage,  we promptly removed the collar, shaved the affected area and the attending doctor noted that the lesions were not new as they were scabbed and crusted, and they were not infected.  We did treat the lesions with an antibiotic/steroid spray as a precaution and promptly notified *** ********.  She admitted on the phone call that she forgot to have us remove the collar.  It is unfortunate that she is blaming others for this minor issue which resulted from the collar she placed on her own dog. 

  Customer response

  09/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Companion Care Animal Hospital claims they were unaware the dogs had prong collars on.
  Response: I was instructed on 6/22/23 during a boarding trial to provide boarding with prong collars to ensure staff safety and dog safety as dogs are 65 lbs (TPO history) and 85 lbs and very strong. The bandanas were also discussed during the boarding trial as staff had never seen it before and thought it was “cute”. I spent 10 minutes with staff showing how to remove and put on martingale prong collars and received verbal communication 3 times from 3 separate staff members that prong collars would be removed while dogs were kenneled and would only be utilized for walks to ensure safety. The drop-off on Friday, 9/1/23 at 3:20 PM occurred in the building lobby as no rooms were available and was rushed. As I handed the leashes off to a staff member, I informed them that prong collars were on.
  
  Companion Care Animal Hospital claims that “she admitted on the phone call that she forgot to have us remove the collar”.
  Response: This statement is false. I said I was shocked and confused as to how this happened as I was told by 3 separate employees that boarding policy was to remove all collars, leashes, harnesses while kenneled to ensure dog safety and to prevent injury and strangulation. While on the third phone call on Thursday, 9/7/23 with the treating vet, I was informed that I had been told incorrectly as policy is to remove only harnesses while kenneled. I was informed that there was new staff in boarding and that they must have been “confused”. If I would have been informed correctly from the beginning, I would have dropped off the dogs with slip leads only.
  
  Companion Care Animal Hospital states “It is unfortunate that she is blaming others for this minor issue which resulted from the collar she placed on her own dog.”
  Response: I was instructed on 6/22/23 during a boarding trial to provide boarding with prong collars to ensure staff safety and dog safety as dogs are 65 lbs (TPO history) and 85 lbs and very strong. I was told by 3 separate employees that boarding policy was to remove all collars, leashes, harnesses while kenneled to ensure dog safety and to prevent injury and strangulation. I was told on Thursday, 9/7/23 by the treating vet, that I had been instructed incorrectly as policy is to remove only harnesses while kenneled. I was informed that there was new staff in boarding and that they must have been “confused”. If I would have been informed correctly from the beginning, I would have dropped off the dogs with slip leads only.
  
  Companion Care Animal Hospital states “this minor issue”
  Response: Negligence through untrained staff and inappropriate policies and procedures is not a minor issue. This incident could have resulted in death through sepsis or strangulation and injury to staff as animals in pain can become unmanageable. To protect those that want to continue to receive services at Companion Care Animal Hospital, veterinary boarding at Companion Care Animal Hospital should be suspended for a minimum of 90 days. During this time, Companion Care Animal Hospital needs to evaluate and update their veterinary boarding policy and procedures. All staff needs to undergo a minimum of 16 hours of continuing education regarding negligence and updated veterinary boarding policy and procedures.
  
  Companion Care Animal Hospital stating “blaming others”
  Response: Companion Care Animal Hospital has already accepted fault of the incident as they did not charge for the veterinary services received following injury. I am asking for the boarding costs of $637 to be refunded as I need to establish care at another veterinary practice. Veterinary practices charge between $45 and $65 per dog per visit plus immunization costs. Although the dogs received their yearly immunizations on 8/18/23 from Companion Care Animal Hospital, many veterinary practices will not accept other immunization records for veterinary boarding services. 

   

  Sincerely,
  
  *** ******* ********
  

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