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Review 4/5/2008
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As of this date April 5,2008 we still haven't heard or received any responce to the letter.Mr.Baker is the owner of the animal hospital.
February 1, 2008
Lee Baker, DVM
East Ventura Animal Hospital
10225 Telephone Road
Ventura, CA 93003
Dr. Baker,
I am writing this letter to bring attention to an unfortunate experience that my husband and I had concerning our beloved cat, Lanni, and the East Ventura Animal Hospital. When we were in need of assistance and diagnosis for treatment, your clinic was recommended by several of my business clients. They assured me that your staff was highly professional and competent. Compassion was the component that I neglected to inquire about, and in that critical and necessary aspect of your business, your staff failed miserably.
My first encounter to this insensitivity was while waiting to see the doctor and my need for a restroom. I was told by Diane that your restroom is for staff only and that I should find a facility somewhere else in the complex. I did manage to find a sympathetic storeowner nearby that allowed me to use their restroom. This situation occurred twice during the duration of that particular visit, and each time I was told that your restroom was for staff only.
Once I met with the doctor and the diagnosis of kidney failure was confirmed, Lanni was hospitalized for four days. The staff was professional and informative in keeping us abreast of Lanni's condition during her hospital stay. However, when my husband called for information regarding Lanni's discharge, Lisa at the front desk was insolent and very unprofessional in responding to his inquiry. Lisa was complaining about her job with another staff member at the same time that she was conversing with my husband. My husband is a gentle person and he shouldered the remarks because of his concern for Lanni.
When he came to your hospital to take Lanni home, we found that the medication that was prescribed was Epatkin. We later found out that this medication is prescribed for felines in the beginning of this particular condition, not the final days. Daily hydration with Lactated Ringers Solution was suggested with a cost of $17.95 a liter with each liter lasting ten days. I called at a later date and talked to Wendy and inquired if the medication could be purchased in a twelve-pack procurement, and this request was treated by her with an attitude of imposition for even posing such a question. She returned my call and a 20% discount was agreed upon, but the statement "NO REFUND, NO RETURN" was most emphatic. Did your staff know something that we did not?
I decided to compare prices for Lanni's prescribed medication with the on-line site, Thriving Pets (credentials available at their website). With a prescription, the identical package could be purchased for $23.00, or $1.92 per liter. As a business owner in the Ventura area for over 20 years, I understand the retail aspect of purchases and services for resale convenience; however, this is the most egregious abuse in light of the vulnerability and highly emotional state of your patient's owners.
Dr. Baker, our ordeal did not end when we took Lanni home from your hospital. From August 7, 2007 to October 2, 2007, we have spent over $2,000 in the treatment and medication for Lanni. When my husband and I decided that Lanni's suffering could be endured no longer, I placed a call to your office and spoke with the only true professional and compassionate employee at the front desk, Michelle, and I asked her to inform Dr. Bohman that it was time. She expressed her condolences, and assured me that she would give the message to Dr. Bohman immediately. After hearing nothing from Dr. Bohman or anyone else at your hospital for over five hours, I called another vet who responded immediately and was at our home to help us within an hour and fifteen minutes.
My disappointment in the events that occurred with your clinic cannot be completely expressed. I plan on posting this letter of correspondence in my salon so that no other pet owner will knowingly experience the discompassionate and unprofessional treatment that we received at your hospital. A copy of this letter is being sent to the Tri Counties Better Business Bureau, with a formal complaint regarding the above. If nothing else, compassion should be your aspiration,
Regretfully,
Mr. & Mrs. Robert Karnas
Cc: Tri Counties Better Business Bureau
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