ComplaintsforHealing Hands Animal Hospital

• Initial Complaint

  12/08/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On October 18, 2021, my parents left their cat in the care of the staff with Healing Hands Animal Hospital for daytime sitting due to a animal medical service plan. While at the facility the staff, based on unposted office policies, dismantled the cat carrier (after my mother has repeatedly requested they not do this) and then reassembled when the cat was to be picked up late afternoon and transported back to the PetER for continued nightcare and treatment. When the cat was picked up the HHAH Staff loaded the pet in the my parent's vehicle and then animal was transported to PetsER and the staff, due to COVID protocol came out to retrieve the cat from the vehicle. It was at that time that the staff picked up the carrier and as approaching the entrance the bottom section of the carrier detached and the cat dropped to the ground, this then startled the cat and he took off into an open grass area and was unable to be retrieved. Upon hearing this, I contacted Dr. Carol L., owner of HHAH and reported this incident to her and as a result of my disappointment and frustration, I did use the "F" word toward Dr L. one time only and then apologized prior to ending our call. That evening Dr L. did bring staff to the location to assist with looking for the cat, only for him to not be found. Since this time, we have retrieved all pet records for animals under the care of HHAH, my mother paid HHAH approx $200 for daytime care services, she also paid PetsER for nightcare approx $1000 to $1500 all for HHAH to be negligent when reassembling the carrier they were told to not take apart. Since payment was provided to HHAH my mother's number has been blocked and she is unable to reach HHAH, we have reviewed the case notes for the lost cat and it is filled with lies and slander. Dr L. stated I used the "F" word numerous times, when it was only one time. She stated the carrier was dirty and they had to clean it which was a lie since he was transported from vet to vet.

  Business response

  02/03/2022

  Business Response /* (1000, 5, 2021/12/16) */ December 14, 2021 Better Business Bureau of Greater Maryland 502 S. Sharp St. Ste 1200 Baltimore, MD XXXXX-XXXX RE: Case # ******** ****** ****** To Whom It May Concern: I would like to first clarify that ****** ****** is not a client of Healing Hands Animal Hospital. The cat in question in this complaint, *****, is owned by ****** and *** **** who have been longtime clients of Healing Hands. The medical history provided indicates that ***** (an indoor/outdoor cat) got a hook caught in his mouth on Thursday 10/14/21. After removing the hook ***** ran away and returned home a few days later, at which time his owner, ****** **** took him for urgent care at our local Pet's ER. On the morning of October 18th, ***** was brought to our facility for continued treatment of oral trauma and hospitalization as a transfer from Pet's ER. On admittance to our hospital he was taken to our isolation ward as he was not current on vaccines. His carrier door was opened but when he did not exit the carrier we removed the top of the carrier to access the pet. In this hospital we practice fear free techniques and this is a highly recommended technique for accessing feline patient's from carrier that is less stressful and safer for technicians. It is never recommended to drag or dump a cat from it's carrier. The carrier was then thoroughly cleaned by our technician staff. On the afternoon of October 18th, ***** was to be transferred back to Pet's ER by the owner, ****** **** for continued hospitalization overnight. He was prepared for discharge and placed back in his carrier. This was performed by our Head Technician, who did confirm that the carrier was securely assembled, a task that she gave attention to as the carrier was a much smaller size than appropriate for this large, 13.6 lb cat. The cat in his carrier was taken outside and placed in the owner's vehicle. He was carried with one hand on the carrier handle and the other hand holding the bottom of the carrier. At approximately 6:55 p.m. we received a phone call from the owner's daughter stating that the carrier came apart while the technician from Pet's ER was transporting the cat into their building and the cat ran away. Dr. L. and 4 other staff members promptly left Healing Hands Animal Hospital and traveled to Pet's ER to try and locate *****. In the ensuing days we set 3 live traps and had multiple staff members visit the area several times a day to check the traps and search for *****. On Tuesday the 19th we made missing cat flyers and sent staff members out to distribute to all businesses surrounding the Pet's ER area. We also sent the flyers to other local veterinary hospitals and humane society. We also posted this information on our social media platform, Facebook. On the 19th a technician volunteered on her day off searching the wooded area around Pet's ER for hours looking for ***** It is my understanding that Pet's ER also set a live trap and assisted in searching efforts. We remained in communication with ****** for updates. On November 15th we were contacted by a client who spotted ***** on their property. We immediately reached out to ****** with the update and connected her with our client to assist in rescue efforts. We received notice from ****** on December 6th that they were able to successfully trap ***** and bring him home. Dr. L. and other staff members actively assisted in the search efforts of ***** because of our dedication to ****** and ***, and their pet *****, not out of a feeling of responsibility To address the complaints made by ****** ******; we were not advised by ****** the morning of hospital admittance not to disassemble the carrier. There was no reason for that discussion to take place. It is a protocol that is performed only if the pet is resistant to exiting the carrier. If a carrier is dirty, we always clean it as a courtesy to our clients. Although the consumer states the carrier should not have needed cleaning since the cat went from vet to vet; it was still ample time for the cat to soil the carrier with urine or feces; and cleaning was appropriate. ***** is a large cat and was in a carrier not appropriate for his size. When carrying an oversize animal in too small a carrier, there is always risk that the latches will not hold; which is why we carried the carrier with hand on handle and a hand underneath to support the weight when transporting the pet to the owner's vehicle. The transport techniques that another facility practices is completely out of our control; and perhaps the carrier would not have failed if the weight was supported underneath as well as via carrier handle. We have record of continued communication with ****** *** following this incident and did not at any point block her phone number. She did call in and speak with various receptionists and the practice manager after this initial event. Dr. L. also remained in contact with her. ***** received urgent medical care and hospitalization at Pet's ER October 17th to October 18th. He received medical care and hospitalization at Healing Hands Animal Hospital on October 18th. The care provided and associated veterinary expense was due to an injury sustained when a hook was caught in the pet's mouth on Thursday, October 14th. While hospitalized in our facility the pet received intravenous medication and fluids, syringe feeding, wound care and laser therapy. While his escaping during transport from the owner's vehicle to Pet's ER was devastating for all involved, it should not warrant a refund of veterinary costs from our facility or Pet's ER. Ultimately we are all very happy that ***** was found and returned home, and is doing well. Sincerely, Caul n. 2, DVM Carol R. L.,

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