Below is  a copy of the 2nd email that we felt needed to be sent to the CEO of companion care vets 4 pets/pets at home due to the lack of actual commited contact from anyone at the company willing to listen to us and take the matter seriously.

Dear Mr Nick Wood

 You may recall that 2 weeks ago I wrote to you expressing my absolute disgust at the lack of help and treatment given to my kitten when presented to your Chippenham branch of companion care after vomiting blood and sounding raspy. They charged £330 said she was fine, take her home. So fine she died slowly and painfully the following day with an emergency vet.

Since her death I have been lied to I have been threatened with the police for questioning why she died and why her records were incorrectly kept.

I have been ignored and basically told we have your money we are keeping it, cats dead that’s what happens so get lost.

 You companies ethics, compassion, and treatment of both clients and their pets is deplorable. The fact that you believe you should be entitled to keep the payment for such and be financially rewarded is something else.You did NOT provide the service and or level of expertise and appropriate treatment  or advice that was sought and requested when Lilly was taken to your company in need of medical care.

 The fact that you believe you can treat and speak to people in such a way is beyond disgraceful.

 So far all I have seen is support for the vet who failed Lilly and an arrogant greed by the Chippenham practice who believe they are entitled to keep the payment they charged me despite not providing the service treatment or care that they were employed to provide.

I however have at the hands of your company. Been given false assurances on the welfare of my pet. On the advice of your vet been instructed to administer  incorrect and unrequired medication to my pet .Had to collect my little girls dead body and bring her home .Been lied to and humiliated in public in front of an entire branch of pets at home the day after my little girl needlessly died.

Such an experience and the treatment administered since can only be demonstrative of a company who has no interest in either the welfare of the animals under their care or of the owners. But also absolutely no interest in moral values either.

 I say this as there can be no other explanation as to why despite all this. Despite escalating it and bringing this matter to your own personal attention. Despite being told on the 11th 07 2014 by Kate Jones  the customer and culture manager you passed this on too. That this was to be escalated within the veterinary group. Not a single thing has been, heard, said or done..
As this lack of appropriate professionally sought medical care, advice, and treatment.  Followed by appalling behaviour and arrogance as was metered out to me appears to be condoned and brushed under the carpet by your company. I am placed in a situation where words such as disgust and distrust are not enough.

 Should you wish to familiarise yourself with the full reason for my feeling this way you might like to visit this site:  http://lillysownstory.page.tl/

 yours Mrs S

22/07/2014

 

 Dear Mrs S,

Many thanks for your additional email.

I am very sorry you continue to be disappointed with Companion Care and Vets4pets response, unfortunately as I do not deal with the Veterinary services directly I had escalated this to the management team.

 I was made aware that a response had been posted out to you last week however today I have requested that an additional update be sent as you are still unhappy with how the situation has been dealt with so far.

 I am so sorry once again and I will certainly let you know if I receive an update.

Kind Regards,

 Kate Jones

Customer and Culture Manager

Customer Service: 08003284204

 

Pets at Home Ltd
Epsom Avenue, Stanley Green Trading Estate, Handforth, Cheshire, SK9 3RN.
www.petsathome.com