From: Kirsty Wills-Mace
Sent: Friday, July 04, 2014 9:15 AM
To
Subject: RE: Companion Care Chippenham Complaint
Dear mrs---
Further to your email correspondence to me on Friday 27th June and Sunday 29th June I have reviewed all correspondence regarding Lilly’s treatment.
I am very sorry for the loss of Lilly. Within my role and certainly the vets, nurses and receptionists within our company, we are all passionate about pets, most of us owning our own, and/or having lost a pet in our lives, and I know this time I appreciate will be a very tough grieving time for you and your family.
I am sorry to hear you remain unhappy with the treatment provided at Companion Care Chippenham. Companion Care and Vets4Pets strive for excellent care and customer service and it is disappointing when our clients are not happy.
I have fully investigated your concerns and I am satisfied Amy-Jane Blackmore MRCVS has responded professionally and accurately to your complaint and I fully concur with her explanations and reasoning. As such there is no further discussion required regarding the clinical aspect of your complaint.
Should you remain unsatisfied in any way with my response, then may I please ask you to refer to the Royal College of Veterinary Surgeons, via their complaints procedure. Any further communications if you do choose to contact me or our Support Office directly, will be passed on directly to our Professional Advisors, and you should therefore not expect to hear any further from me or my colleagues at Companion Care Chippenham.
Kind regards
Kirsty
Kirsty Wills-Mace
Operations Manager West 2
Tel Support Office - 01367 820820
Dear Kirsty Willis May
You response to my complaint against Chippenham practice both in their care and treatment of Lilly and in the appalling way they treated me by threatening me with the police because I dared to question them is neither satisfactory or explanatory .
You say you are satisfied with the way they treated Lilly which means you believe they treated her for a fur ball only, as per their explanation that means YOU as a company whole heartedly agree with OVERCHARGING customers after all if as they claim she was brought in for a fur ball you are clearly extracting money from people at extortionate rates. As fur ball treatment does not involve the procedures Lilly was exposed to unless less invasive treatments are tried first. Unless you are ripping people off.
As we know Lilly was brought in for vomiting blood and breathing problems still you won’t admit that will you which means as per the above point you rip people of which is why your answer to my complaint never addressed this issue.!
With regards to the appalling way they treated me and the staff spoke to me again you did not address that either did you?
So you made me wait for your investigation for what.
As you are happy to treat animals and people this way then it is only right the facts are available for the public to form their own opinion of your company and after care and complaints procedure and as they will be facts including the appalling way you allow your staff to speak to customers once you have taken money of them and provided appalling medical care you can do nothing as it is simply making information available for others. It is strange how many unhappy customers you do seem to have and given the internet their not hard to find.
I personally find the tone of your correspondence dismissive and one that has not addressed the points I raised so I am now telling you I want your manager to deal with this as you have not addressed the points raised. You can then ask your personal advisors for advice as we all know what that is another term for and I do not take too kindly to such given the appalling treatment you as a company have already shown me.
I cannot believe i trusted you as a company to look at this matter impartially
You allowed Lilly to suffer and to allow an animal to suffer is an offense is it not is that not why the rspca prosecute people!
yours Mrs --------
