As the practice manager at Thornwood Veterinary Clinic & Kennel, I am very sorry the client feels she had a poor experience at our facility.
The client brought her dog to us on 2/7/11 after being referred by the Animal Emergency Clinic. We concurred with the diagnosis of a torn cruciate ligament. It is true we were booked for surgery and could not perform surgery until 2/15/11.
It was explained the injury was not life threatening and waiting 8 days would not have a negative impact on recovery. It is true that we quoted $1,500 - $1,800 for the procedure, a typical fee for a rather complex and difficult surgery.
It is also true that we did not prescribe any pain medications. The Animal Emergency Hospital already prescribed an anti-inflammatory and pain medication for approximately 12 days, within the window of time before the surgery.
We called and confirmed the appointment on 2/14/11. On 2/15/11, the morning was blocked out for the surgery. A Veterinarian and a Licensed Veterinary Technician stood by between 8:00 and 8:30AM. At 9:00AM, we called the client. We were unable to speak with her, but were told she was on her way. We explained there is a $75 fee when a surgical appointment is a no-show. We did not cancel the appointment. The client never arrived.
Our mailings to the client were returned to us by the post office. Based on this we were forced to turn the account over to our collections agency.
Thornwood Veterinary Clinic has been in business here in Cascade for nearly 40 years. We have generations of satisfied clients, and it pains us when we encounter a client we cannot satisfy with what has been proven to be compassionate, professional and cost effective pet care.
I am sorry I had to post this response as a new post. ?Responses are limited, and I could not completely respond to the review in less than 500 characters. If there are any questions about our clinic, please feel free to call us at 616-676-1251.
Keith A. Leali