ComplaintsforAnimal Emergency Clinic of Rockford

• Initial Complaint

  05/13/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I took my cat into the emergency clinic on 8 May, 2022 around 10am, in his carrier with a tan bath towel in the bottom his **** stuffed mouse toy inside and an ********************* towel covering the carrier. They kept him for 48 hrs after his procedure. I returned to pick him up on Tuesday the 10 of May at 4pm. While waiting one the staff informed me they could not find his carrier, and further told me the manager allowed it to be given to another customer who came in irate that they lost their carrier and claimed mine as theirs. They proceeded to tell me that mine would be replaced and gave me a loaner. Since I have been back two more times with no one contacting me and the staff giving me the run around. I have returned their loaner and expected that since it was their fault, I would be taken care of in the proper manner which has not yet. I am selecting replacement as my desired solution for the replacement of the two towels, the mouse as well as the exact carrier

  Business response

  05/27/2022

  This is my response to this complaint. 

  
  

  We fully took responsibility for our mistake by releasing the wrong carrier to the wrong owner. The wrong owner, when called the day I returned to the clinic, was adamant that this carrier and belongings was his as well. I did fail to connect with him as I was unfortunately dealing with some personal family issues myself. I also wanted to give time for the person that received this carrier to realize that it was not theirs, which typically takes a few days. That is exactly what happened.  This individual returned the carrier and its contents. There was a towel missing so we combed through all of our towels and kennel technician recognized the green towel. We called the owner to tell him that his carrier was being returned on Saturday and we would call him as soon as it returned to the clinic. We did just that and they picked up their carrier and the contents. I am sorry that I was not able to call him personally but the staff continued working towards resolution. We offered him a replacement and he was adamant he only wanted his carrier and his contents so that is what we worked to resolve. I would have gone and purchased his exact contents or given him financial reimbursement had that been acceptable to him at that time but he made it very clear to my staff that it was not. I am very sorry that it took approximately 5 days to resolve and that I was absent for most of it but I do feel this situation was resolved in the way the individual made clear to us he wanted. 

  
  

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  *****************************
  Practice Manager
  Animal Emergency Clinic of Rockford
  

  7145 ***************

  Rockford, ** 61107
  ************

  ************ cell

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