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Chief executive email

 

nFrom: liz [
To: Nick Direct
Subject: re: company values

 

Dear Mr Nick Wood.

 Following my recent experience .Possibly preventable Loss of a beloved pet. Appalling customer care. Disgusting and callous humiliation in front of a shop full of customers by your employed and appointed representatives when that loss questioned. I would like to send you copies of the correspondence sent to both your Chippenham branch of Companion care .A Company owned by Pets at home and the emails sent to your customer care centre following such appalling service, treatment, and medical assistance.

 As the executive I am quite sure this email will be screened by someone to see if it should even reach you and most likely will not .I would however like to point out that while this email may be binned before reaching you or may even reach you and then be replied to with the standard thanks but no thanks for bringing such to our attention. You have already had a reply and were sticking to it response. I have no intention given the barbaric and appalling way this has been handled of being dismissed in such a way.

 You claim to be leaders in pet care and your multi-billion dollar American backer KKR spouts all kinds of cultural values and responsibilities on their site and portfolio but  given the first hand money grabbing we don't care experience I have had it would appear to be nothing but a  glossy front . As when you delve in and have to question the care and treatment given the way I did the shutters go up and that glossy front is nowhere to be seen.

Yours Mrs -------

 

 Dear Mrs ------

 Many thanks for your email that has been passed to me via our CEO.

 First of all I would like to offer my deepest sympathies for your loss, I am a cat owner myself, and they quickly become part of the family and completely understand the distress the loss of Lilly has caused you.  I am also very sorry you have been unhappy with the response so far from Companion Care and Vets4Pets.  I can confirm I have now escalated this for you within the Veterinary group and asked for them to respond back to you in relation to your further upset.

 

I am so sorry once again and please let me know if you do not receive a response.


Kind Regards,

 

Kate Jones

Customer and Culture Manager

Customer Service: 08003284204

 

Pets at Home Ltd
Epsom Avenue, Stanley Green Trading Estate, Hadforth, Cheshire, SK9 3RN.

www.petsathome.com


email sent in reply

Dear Kate Jones

Thank you for the reply and for informing me that it is now being looked at properly.

I trust the person who deals with it this time will ask the obvious questions .

 In the letter from the vets who treated Lilly they claimed,   I called because she had something “stuck “in her throat. ie a fur ball or such.

If that was the case she would be chocking to death.

They claim I was not in a hurry to get her to them and made an appointment for my convenience!

If I called as they claimed because something was “stuck” in her throat would I not ask for an immediate appointment or for that matter be screaming for help. she would be chocking to death would she not?

If an appointment was made for my convenience as they claim. Because I was busy (and something was “stuck” in her throat) why would the receptionist not have either offered me advice on the line/ got a nurse, or vet ,to give me advice on the line .Or told me to simply get her to them or any other vet with out delay. Or be telling me to put my fingers in her mouth she would be chocking to death would she not.?

 They say their appointment system shows this.

Not quite true as its simply shows a call in appointment given call out appointment moved up.I I asked them to play back the recoding's of the calls they declined.

What it shows is I called them . I was offered the earliest appointment they said they had as they were fully booked. I took it as it would take 45 min to an hour to get there. So I would just wait in reception.They called back as I was leaving to say they had spoke to the nurse and vet and if vomiting blood I should bring her in as soon as possible. which is what I did!

That’s what it actually shows.

 Not as they claim ,that they called me back  because they felt if she had something” stuck” in her throat they should see her as soon as possible.

If that really was true  and I called because something was “stuck “ in her throat. Then they really  are totally irresponsible. They knew I lived 45 mins to an hour away. Did they really think an animal with something “stuck” in its throat or even lodged in its mouth would survive such a trip ??

 I called because she vomited blood and was breathing odd.

 Again look at the letter the vet sent me.

She claims they new nothing of her vomiting blood and her breathing being raspy!

(even though that is what I called them for and told them on the phone. And the reason they called back and told me I could bring her in sooner !)

If they new nothing of her vomiting blood or bleeding. Then why in the letter do they say  there was blood was on her mouth and paws. Where do they think that came from.?

She had blood on her yet they don’t ask where it came from or if she is injured ?. What is wrong with them.! Not the nurse /the vet, or the assistant ask why she is presented to them with blood! Do they think such is normal?

 They then say I was given a a price and signed for permission to treat Lilly.

True but I was told the estimate was to be up to £220. And as for signing of course I signed Lilly was on the table gasping for air at the time. I would ,like any owner have signed anything while in that state.

The first I knew of the £330 charge was when they telephoned me and said the bill is currently £330 nothing is wrong everything is fine but does look like some air in her tummy we can do more x rays. I asked if the air was likely to be due to her gasping and was told yes it was probable. As she was not presented for any bowel problem. Did not have a history of such and as we know did not die from such. Such extra was just a waste of time and not looking at the symptoms she was presented with.

 They say they feel the drugs they prescribed were done so correctly? They masked her real condition and if presented as they claim for a fur ball or such like? What an unnecessary over prescription of drugs. Why would she have needed such for an everyday occurrence?

 They go on to say without an autopsy we will not know what Lilly died from .Did I and Do I not have enough expense without being given that bill as well .And if she was that concerned ,why when I went in on Monday did she not offer to have such done .Having read the night vets report and having shown it to a number of vets .An educated guess form her actual presented symptoms both to companion care on Saturday  ,not the ones they falsely claim. And the emergency vets on Sunday night would be either pneumonia from the vomited blood as believed to be the case by the emergency vet Or internal bleeding. Both of which explain why she sounded raspy and gasped for air when a hand was placed under her chest. And why blood was vomited.

 As well as looking at the obvious flaws and inconsistencies in the written letter  from the vet and the incorrect record keeping  perhaps you will also look at why no one remarked on the totally inhumane and downright appalling way I was treated humiliated and spoken to by those representing companion care when I went in there on the Tuesday following Lilly's Death. Is it normal practice to tell a grieving owner who would like to know why their pet died to get out or you will call the police on them!!

Given the appalling treatment I have received I really do not intend to sit back and keep quiet about this

 I hope this time action will actually be taken.

 yours Mrs -------------

15th July 2014





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