Business ProfileforSierra Veterinary Clinic

This complaint is against ***********************, the manager of ****************** We went to this hospital for many years and they've been great with our dogs treatment, however, the manager ruined it for us. Our beloved dog, Scooter, passed away on December 13, 2021. We made arrangements to get Scooter cremated as well as getting his paw print. We were going to order a paw print made but the *** tech told us that Sierra *** does it for free so we opt to do that.On December 23, 2021, my husband went to ***************** to pick up Scooter's remains. He noticed that his paw print wasn't included in the bag and asked the receptionist about it. She went to the back room to look for it, but did not return. Instead, the Practice Manager in charge, *************************, came out to speak to my husband. She apologized and stated that a mistake was made. She expalined that the paw prints were not obtained the day Scooter passed and that she would look into which staff member was in charge of it. My husband was dumbfounded and asked her to clarify. She eluded to the fact that these paw prints were a service offered by the clinic free of charge and that she bought the paw print kit herself. Although this service had no monetary value, my husband was disgruntled by this critical mistake. He told her it was an unacceptable error. She questioned him by asking "Why is it unacceptable?" My husband was shocked at her ineptitude to be apathetic, and the fact that she had the audacity to be offended by his reasonable reaction of being upset. He then asked for her contact information so he can file a grievance or complaint. She refused and told him he didn't have the right to get her information. After pleading to ******* and her staff to withhold her contact information, she continued to refuse and then tried to ***** him out of the building, by placing her hands on him. My husband was literally in shock with her behavior and he raised his voice so she can listen to him. She then called the police on him. My husband called me via FaceTime and told me what happened. Of course I was hysterical and we probably made a scene. We asked ******* to understand if she would have behaved the same way had the same situation happened to her. She disagreed by stating, "No, I can react like an adult, and I'm not ghetto." She further said "we will no longer serve your dogs because your husband was cursing at me." ********** officer came and my husband walked out as asked by the officer. He gave his statement and the officer instructed him to return to his car while he retrieved the contact information.*********************** was very unprofessional and insensitive to our situation. She didn't express any remorse for the mistake that her staff did. We know that nothing can be done now because Scooter was already cremated. But, we did not expect this kind of reaction from a staff member, let alone, a manager. The staff should know what the company policy is and what the standard procedures are. Forgetting to do a paw print when the pet is going to be cremated is a big issue. For a manager to be insensitive about it and basically acting like it's not a big deal is a major problem to the veterinary practice. She may think that our pets are just pets but many pet owners, like my husband and I, treat our dogs like our children. For us to not be able to have children of our own after trying for many years, our dogs were our children before our daughter came along. So, it was and still is heartbreaking to lose Scooter because he was our child. I want a formal apology from ************************* of ************************ and hopefully disciplinary actions can be made regarding her unprofessionalism.