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About Lilly's story
The fatal choice of a vet
Bill from companion care
Emergency vet report
Asking a vet why your pet was left to die
The complaint to companion care
Chief executive email
Awaiting a response
Response update's and meeting
monetary offer
STILL WAITING
TOTALLY UNBELIVABLE
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Response update's and meeting

Today is the 24th July as you will see on the previous page the second email that we sent to the CEO informing them of this web site generated an email from them saying that a leter had beeen sent the week before but they would have it reisued.!

The letter/comunication they mention in that email was never recived by us and its actual issue remains debatable.

Today 24th July I recived a phone call from their head office asking what could be done to resolve this. I have explained that loosing Lilly was and is heart breaking enough but to have been physically treated the way I was is not acceptable by any means and I do expect an apolagy and acknowledgment that such was wrong from the practice .

I have also informed them that we do not belive that on top of dealing with the pain of Lillys untimley death we should also have insult added to injury ,,so to speak by being left to bare the financial burden as well.

.It is after all true to say that if Lilly had been correctly assessed and treated. The night vet Bill would not have arrisen and we would not have been left with the added financial burden of this as well.

We also feel it is morrally wrong that the vets who treated Lillly are allowed to keep the payment / bill for her care as to do such is to recive a financial  reward / payment ,for treating Lilly that day. The treatment provided was inconsistent with her set of symptoms.as presented and described to them.The medication prescribed was not helpfull to her condition. and the false assurances and advice regarding her prognosis and condition were missleading.

We also belive it is ethically wrong of any business or company /corporation to allow customers/clients to be insulted and intimidated by staff in sucha cruel and callous way at such an emotional and distressing time.Nothing in the world will ever bring Lilly back Neither will any amount of money or compensation bring her back.Nothing will ever take away the pain she suffered or the pain we are going through.It is however totally unaceptable that Lilly went through the death she did after seeking medical help.It is unaceptable that Because I questioned such, I have had to deal with her death and the humiliation forced on me at such a distressing time by the vets and staff for questioning such and then be left with having to effectivly reward them for such by paying them as well. It is because of this we belive at the very least they should clear the bills even if just for moral values..


I have been told  by head office they (the companion care staff ) find the information on this site upsetting and that everyone at the practice is upset by Lillys death. That they will speak to the veterinary practice and then speak to me again on Monday in an attempt to resolve this matter.They are also very keen for me to go ahead with sending my complaint to the RCVS.

Had My Little Lilly recived the care we requested at the time of employing coampanion care. And had I not been treated in such an inhumane way and threatend with the police if I did not leave when looking for answers about why they told me her breathing  was fine and the vomiting blood was just due to her reaching gaging this site would not have been needed.Had Lilly recived appropriate care and treatment for her symptoms and condition when medical attention and treatment was sought. And still gone on to die this site would not have been neede.we Would have been accepting of such and of the bills.

As we have said at the begining of this site this is not a which hunt.

Vets are individuals and animal need them just as we need doctors.. There are many good vets around ,if it was not for these good vets we would not have our zanshin still .So we know only to well how wonderfull a good vet can be.

We have also made it very clear on this site that we are being more then fair and honest and fully open with the information on here by posting all the information avalible. In doing so the public can read it for them selves and form their own individual opinion based on that information.We are not disrespecting anyone or the veterinary profession We are not making false accusations or forcing opinions on individuals . We are just as willing to post posive information here about the vets and comapnion care as we are any other information that relates to Lillys care and the customer care and treatment we as her owners recive.

The information on this site and its contents is in the hands of comapnion care/pets at home, and how they deal with Lillys death and the customer care of us as her owners. We are simply making avalible for others the information treatment and desisions as given to us by companion care

As we have said both on here and on Lilly face book page .Only by posting information both postive and negative can the consumer /pet owner, be fully informed as to the standards of care ,ethics and morals they can expect from a company.

Update:July 30th 2014


On Monday the 28th July 2014 I received a phone call from a representative of companion care just as I had been told I would.
It was agreed that the meeting would be held on natural ground in a local coffee shop.

At the meeting I again expressed my concerns over the lack of medical treatment given to Lilly and the false assurances given to me regarding her condition I also reiterated my disgust at how poorly my complaint had been handled and the appalling way I had been treated when I had dared to complain.
The representative from companion care listened and said she would take on board my concerns. She informed me that as a measure of  “goodwill”  because of the low customer care they would  refund to me the cost of Lilly’s bill as paid to the vets at companion care in Chippenham.
She would however only pay for the emergency night vet Bill as well if I removed this web site.

I have informed her that cannot happen as to remove it would be to say what happened to Lilly did not occur.
 I have offered to put on the web site that following discussions and a relook at my complaint they have agreed to reimburse the full medical costs that were incurred. But was told they would see that as paying me to write something for them.
 I on the other hand see being told they will only pay for and reimburse the full vet cost of Lilly’s treatment if I take the site down. As being told to remove this site for a fee!
 
I have been told as adults there are better ways to deal with matters of this nature rather than posting sites that can cause distress and upset.
Had Lilly’s care been more appropriate and had my complaint been handled in a more grown up manner, rather than threatening me with the police and trying to intimidate me with such playground behaviour of were bigger then you. This site would never have been posted.
 
I do not believe removing this site to have the full cost of Lilly’s care reimbursed to me should be a condition of such.
Pets at home /Companion care have requested I remove this site in order to be reimbursed the full cost of the vet bill paid for Lilly.
To me if I do that then I have used Lilly as a commodity for monetary gain and allowed them to buy my silence for the cost of her medical bill. Lilly’s Treatment and my appalling treatment was not acceptable and should not be brought off and hidden away for the price of her vet bill. She deserved more than that.
So I say once again only by informing the public of how companys handle compalints and deal with customer concerns can the public be reasured of the level of service and treatment they can expect.Full information of the facts are required for that good or bad. Hiding them and removing them from public view is not the way to inform the public how you handle such. Being open about such and letting customers read how you resolve and respond to such is what customers wish to see.
 
 I believe that having the full costs refunded is, for a company of their size and given the outcome of Lilly’s care and the appalling way I was treated something that should be done as a matter of course both on ethical and moral grounds. Not something I should have to beg for or question on a website.You do after all not have to request and beg for a full reinbursmet when the unbrella you brought has holes in it. Lillys care had holes in it and so did the customer service i recived when greiving yet we are left with the bill?
 
As it stands at the moment following the Meeting on Monday 28th Companion care have agreed to issue a cheque for the sum of £320  the amount  paid to the Chippenham branch for Lilly’s Care.
They will not pay the emergency night vet bill of £325.40p unless I remove this site. Which means we have had to pay a bill that should never have arisen.
We are still waiting to hear back from the RCVS following the complaint sent to them.
Once the cheque for half of Lilly’s care has been received and cleared I will post such on here.


Update Monday 04TH August 2014 


As was suspected the "GOODWILL" offer to reinburse half of the vet bill and stating in the verbal agreement it was a payment made because of the unsatisfactory customer care I recived has not been stuck to.
.
In the verbal  contractual agreement with Stephanie Bryan on Monday 28th July 2014 I was told they will reinburse All of the costs of Lillys treatment if I take this site down !That I refuse to do . Because doing so ,is the same as saying what they did to Lilly and how they treated me did not happen.I was then offerd a good will payment equal to the cost of the bill from companion care chippenham and I was told the payment was being made beacuse their customer care had on this occasion not met their normal standards.
This I accepted and agreed to.

Over the weekend I recived correspondance from comapnion care/vets 4 pets.
Correspondance with terms and inappropriate wording that they expect me to sign in order to recive the "goodwill" payment from them.
It is no longer a payment  being made as verbally offered and agreed too,  Because of the customer care recived. They are now stating it is a payment made in Full and final satisfaction of all claims arising now or in the future from the treatment of my kitten Lilly on 21st June 2014.

In the Menu on the left under, monetary offer, you will see the document they expect me to sign. You will also see the copy of the amended agrement as returned to them.Amended to show the terms as originally and verbally agreed to.



For the attention of the CEO of pets at home/companion care/vets4 pets.
 
Nothing in the world will bring Lilly back or take away the suffering she went through. The hurt and pain  we still feel will always be there and the guilt felt over having taken her to the wrong vet will never go away. But there are no circumstances in the world where it is correct and right that you  a multi billion dollar majority owned American corperation should be financially better off. And be in recipt of financial reward and payment as a result of such, when such was caused by your companies representatives and employees.

T
he night vet bill would Never have arrisen if they Had examined and treated Lilly correctly.
The bill for Lillys treatment should have no conditions or strings attached to it when being refunded/reinbursed. offerd as a "goodwill payment" as THEY DID NOT give Lilly the medical treatment or care I employed them to give nor did she recive from them in my opinion a level of acceptable duty of care which is and was their duty.
Lilly paid the ultimate price because of the failure to correctly treat diagnose or exam her and because of the wholly inacurate mediacl advice I was given.
I have never recived an appolagy from the vet for the inhumane and deplorable bereavemnt compassion I was shown following Lillys death.

I have made it very clear that I am prepared ,despite the atrocious treatment handling of this by yourselves .That I am more then prepared to be fair open and honest. I have made it very clear that I have been just as prepared to inform the public and your potential customers of any good and just treatment recived form you and not just the bad .There by allowing people to see how the situation has been handled and form an opinion of your company based on such.So far despite my willingness to be fair and not simply post negativity on this site. Your company has despite ample opportunity provided nothing positve for me to place on here.With out such it is not possible to move forward or for the readers of this site to form anything but negative reveiws of your treatment of customers.






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