I recently brought my 17 year old cat in for a check up, she had recently stopped eating. Had lab results done to confirm that she was in renal failure. I wasn't given much guidance as to what to do next. I decided to take her home and let her be as comfortable as possible. While making her as comfortable as possible, I made some phone calls about keeping her remains and decided that when she passed I would have her cremated. I also wanted to save some of her fur, to have it spun into yarn for a keepsake of my sweet girl. I called and left a message for the groomer twice to see if they could accommodate this request. But they NEVER called. The staff didn't seem to know how to answer my questions nor care to go out of their way to to help. A couple weeks later I was asked by many people why the vet didn't offer her any pain meds. I never knew that was an option. After 4 weeks and no progression or ease of her situation, I decided to bring her in to put her down. :( It was a HARD decision. Both veterinarians who saw her were pleasant enough, but the staff was (again) unprofessional, non-compassionate, and untrained.
They assumed that I would bring her to the cremation location and when I asked if they could take her, they promised they would call them for me.
When I called the next afternoon to make arrangements for the cremation, they said they never heard from Village Vet about my cat.
It was very frustrating to hear this. Then after all was said an done, I assumed they might send sympathy flowers or a card (as most other vets do) but nothing. No phone call, email, nothing. I thought vet offices were there to help you in need. They did not care, help, or accommodate my needs. I am a firm believer in customer service; this office lacks it- tremendously. Very disappointing.