The best evidence of the contrast between the two hospitals would be the fact that two of the staff members who used to work at Clarkson, now work at East Avenue! I find that strangely satisfying and telling. So for those of you in search of a vet for your beloved family members, I urge you to make a trip to Brockport to visit the Animal Hospital of East Avenue.
Friday, March 18, 2011
Coming around full circle...
It's been some time since the event above occurred. Since then I have been happily situated with a new veterinary practice, The Animal Hospital of East Avenue, in Brockport. They are wonderful people, vets, and animal-lovers. In complete contrast to my experience with Clarkson Veterinary Hospital, the technicians and vets explain EVERY option, the benefits, the disadvantages, the costs up front... without being asked. There are no sneaky fees associated with demonstrating the proper way to dispense medication to my animals. In fact, twice there were complimentary nail clippings during scheduled visits!
Monday, January 18, 2010
My Story
This past Thanksgiving, I adopted a new kitten whom my daughter named Rigby Cullen. He was a seven-month-old beautiful tuxedo tabby with gold eyes. The adoption agency was based out of Buffalo, so I arranged to meet his foster mom in Medina. Included in the adoption fee was a voucher for a complimentary medical checkup; but because the agen
cy was located in Buffalo, so were the participating vets listed on the voucher. A quick phone call to my local vet, Dr. Jesse Buttery, confirmed that he would accept the voucher and provide the complimentary checkup. An appointment was scheduled. Of course, I was grateful that he would make the exception and told him so many times during the appointment. After a thorough examination, it was concluded that Rigby was in excellent health other than a problem with ear mites. Dr. Buttery prescribed an ear drop that was to be used in both ears, and proceeded to show me how to apply the drops. Along with the prescription, I was given a free sample of Advantage which, as Dr. Buttery explained, was a common practice upon seeing new patients. Back at the reception desk, I waited for my bill to print and for one of the techs to return with Rigby's ear drops. I chatted with the receptionist, Jenna, and raved about how well Dr. Buttery handled Rigby, petting him and talking to him to calm him. I took every opportunity to tell others about his bedside manner.
After I was handed a copy of the bill, I noticed an unfamiliar charge for "ear cleaning" at a cost of $18. I was genuinely confused, as there was no ear cleaning performed, only the demonstration of how to apply the drops. I questioned Jenna about the charge, indicating that there had been no cleaning, and asked if it could possibly be for the eardrop demonstration. I said that if it was, I didn't feel that I should be charged. I was very much aware of the procedure as I've been applying drops and medications to my other pets for years.
Jenna wasn't sure if the charge was a mistake or not, so she took the bill into the back office to confer with someone else. I'm not sure who she spoke with, but when she returned, she said that I didn't need to pay the charge that day, but that Janet (Dr. Buttery's wife and office manager) was the only one who could authorize removing the charge from the bill. She said she would leave it for Janet to review. I paid the rest of the bill, said good-bye, and left the office, knowing that the issue was not yet resolved.
Just a few days later, I picked up my mail from the box and discovered a rather thick manilla envelope with a return address of Clarkson Veterinary Hospital. Curious, I opened the envelope and found the letter posted below along with copies of all of my animals' vet records! I had been dropped as a client without so much as a phone call or any other attempt to address the issue of the $18 charge or my perceived lack of trust because I questioned the charge.
To understand the magnitude of this act, I should mention that my family has been bringing our pets to Dr. Buttery for nearly 40 years, back in the day when he was partnered with Dr. Sykes. As a kid, I always had cats, rabbits, guinea pigs, and gerbils. And for 40 years, we trusted Dr. Buttery to care for their needs. Now that I'm an adult, I continue the tradition of zoo keeper. I have a gorgeous Dalmation/Lab mix named Brooklyn , a buff colored cat with yellow eyes named Gypsy, a long-haired black and white cat named Bella (Mia Bella), a fairly new addition over the summer of a sassy Ragdoll with blue eyes named Zoe, and of course, our newest, Rigby. I also had a lop-eared rabbit named Mr. Bumby Nibbles (Bumby for short) who passed away a couple of years ago. My daughter has a white rat named Nola, and has also had mice and a lizard as well. Needless to say, there is never a dull moment at our house.
cy was located in Buffalo, so were the participating vets listed on the voucher. A quick phone call to my local vet, Dr. Jesse Buttery, confirmed that he would accept the voucher and provide the complimentary checkup. An appointment was scheduled. Of course, I was grateful that he would make the exception and told him so many times during the appointment. After a thorough examination, it was concluded that Rigby was in excellent health other than a problem with ear mites. Dr. Buttery prescribed an ear drop that was to be used in both ears, and proceeded to show me how to apply the drops. Along with the prescription, I was given a free sample of Advantage which, as Dr. Buttery explained, was a common practice upon seeing new patients. Back at the reception desk, I waited for my bill to print and for one of the techs to return with Rigby's ear drops. I chatted with the receptionist, Jenna, and raved about how well Dr. Buttery handled Rigby, petting him and talking to him to calm him. I took every opportunity to tell others about his bedside manner.After I was handed a copy of the bill, I noticed an unfamiliar charge for "ear cleaning" at a cost of $18. I was genuinely confused, as there was no ear cleaning performed, only the demonstration of how to apply the drops. I questioned Jenna about the charge, indicating that there had been no cleaning, and asked if it could possibly be for the eardrop demonstration. I said that if it was, I didn't feel that I should be charged. I was very much aware of the procedure as I've been applying drops and medications to my other pets for years.
Jenna wasn't sure if the charge was a mistake or not, so she took the bill into the back office to confer with someone else. I'm not sure who she spoke with, but when she returned, she said that I didn't need to pay the charge that day, but that Janet (Dr. Buttery's wife and office manager) was the only one who could authorize removing the charge from the bill. She said she would leave it for Janet to review. I paid the rest of the bill, said good-bye, and left the office, knowing that the issue was not yet resolved.
Just a few days later, I picked up my mail from the box and discovered a rather thick manilla envelope with a return address of Clarkson Veterinary Hospital. Curious, I opened the envelope and found the letter posted below along with copies of all of my animals' vet records! I had been dropped as a client without so much as a phone call or any other attempt to address the issue of the $18 charge or my perceived lack of trust because I questioned the charge.
To understand the magnitude of this act, I should mention that my family has been bringing our pets to Dr. Buttery for nearly 40 years, back in the day when he was partnered with Dr. Sykes. As a kid, I always had cats, rabbits, guinea pigs, and gerbils. And for 40 years, we trusted Dr. Buttery to care for their needs. Now that I'm an adult, I continue the tradition of zoo keeper. I have a gorgeous Dalmation/Lab mix named Brooklyn , a buff colored cat with yellow eyes named Gypsy, a long-haired black and white cat named Bella (Mia Bella), a fairly new addition over the summer of a sassy Ragdoll with blue eyes named Zoe, and of course, our newest, Rigby. I also had a lop-eared rabbit named Mr. Bumby Nibbles (Bumby for short) who passed away a couple of years ago. My daughter has a white rat named Nola, and has also had mice and a lizard as well. Needless to say, there is never a dull moment at our house.
Brooklyn Gypsy Bella Zoe Bumby
So, you can understand that receiving this envelope from the Clarkson Veterinary Hospital (CVH) was at the very least a shock. I was very distressed by the abrupt, unprofessional manner in which this situation had been handled. It was clear that loyal, long-time customers have no value at all in the eyes of this office. I was outraged at first, but as the news sunk in, I actually felt hurt by the betrayal and spent much of the day in my office crying. You may be thinking that my reaction was a bit dramatic, but if you are a pet owner, you understand the emotional bond that exists between you and your pets. When they become ill or injured, they trust you to do what's right, and you in turn hand them over to their doctor and trust him to do what's right. Decades of trust vanished in just a couple of paragraphs, signed Janet Buttery. On a more personal note, this news came at a fairly low point for me emotionally, and served as yet another confirmation of my worthlessness. Of course, CVH had no idea that I would take their dismissal so personally, but there it is. The unseen consequences of one individual's heartless and selfish actions.
Due to an overwhelming remodeling project at home, I couldn't take the time needed to confront Dr. Buttery over the unprofessional and immature decision to cut all ties with me and my five pets who counted on him. Finally, last week I stopped in to the office to speak with him, but he wasn't there. Janet was at the receptionist desk and seemed very flustered by my sudden appearance. She clumsily fumbled through his calendar, pretended not to know my name, and an appointment was finally made, though she suggested several times that perhaps I would prefer to have him give me a call instead. I assured her that I preferred to speak with him face-to-face. As it turns out, I had to reschedule the first appointment due to construction conflicts, but did meet with him today at 5:00. Now, all this time, I'm assuming that it was Janet's decision to drop me because it was her signature on the letter. My expectation in meeting with Dr. Buttery was to discover whether he even knew about the letter, and to enlighten him if he had not. I fully expected that he would be appalled by the idea that a client would be treated so badly, especially after so many years of loyalty. He would apologize for Janet's rash behavior and assure me that he still had my pets' best interest at heart and he would remain their caretaker. Now, here comes the interesting part...
Not only did Dr. Buttery know about the letter, but he authorized it. When I discovered this, I was stunned! This man, this gentle man who lovingly cared for the tiniest of creatures, purposely turned his back on me and my family of five who counted on him to stay healthy. I asked him, of course, to justify his decision and he recounted the phrase put into the letter about a 'lack of trust' between him and me because I questioned the charge. When confronted with the charge for the "ear cleaning," he admitted that it was for the demonstration of how to apply drops into Rigby's ears. I told him that it was ridiculous for him to charge $18 to show me something that I already had been doing for years for my other animals. His response? He calmly replied that the only way he keeps his office running is by 'charging for the services' he provides. He continued that he 'doesn't sell leashes or any other product,' so he charges for each of his services. I told him that I cried when I received the letter, that I was hurt by it. He tried to explain that the letter 'wasn't meant to hurt you,' but I interrupted him to adamantly disagree with him. He continued by saying that my questioning the charge made him feel hurt, like he was being accused of slipping in extra charges or performing unnecessary services. Well, duh! You just admitted that you charge for every miniscule service you perform, and you knew very well that I already knew how to apply the drops... so what else would you call it?
Oh, I was seeing red by this time. I reminded him that my family had been bringing our animals to him for close to 40 years now... that we trusted him enough to bring our beloved pets to him for treatment... and after all those years of loyalty and trust, the first time I question a charge on my bill, I'm sent packing without so much as a letter or phone call of explanation? Before I can even retain another vet? Is that how loyal customers are treated? They are at Clarkson Veterinary Hospital! More words were exchanged, and at one point Dr. Buttery referred to my having 'refused to pay' the charge. I corrected him by saying that I only questioned the charge (as if my refusal would have been enough of a reason to act the way he was?). At this point, he did seem a bit confused, and questioned whether or not Janet had been present at the time of my visit and whether she heard the exchange. I replied that she was not present. When asked whether or not I had spoken to Janet about this situation, I replied again that I had not. I had not spoken to nor heard from anyone in the office since my visit with Rigby. Now what transpired between the two of them, I don't know, but it has all the appearance of Janet not being very truthful with her husband. In fact, I'd wager to say that she out and out lied to him about the entire situation.
When I suggested that he speak to Jenna about what happened, he indicated that he couldn't because she no longer worked in their office. I asked him if it had been because of this situation, but he wouldn't confirm or deny it. This really was too much. I asked him again how he could justify his actions, and he replied that he had 'actually hoped that I would not make a big deal out of the charge' because he had accepted the free vet checkup voucher (reminding me that he didn't have to do that) and had supplied me with the complimentary dose of Advantage (which he had made clear was customary with new patients). At that point I realized that the conversation was going no where, but my anger was rising and so my voice got as big as his head (well, almost). I told him how upset I was and again repeated my disbelief at the way he handled this situation and the treatment that he bestowed upon such a good client. Our relationship had gone smoothly until I dared to question his 'god-ship.' Suddenly his mild-mannered facade was gone and his teeth were bared!
I just really couldn't believe that I was standing there in the examination room face-to-face with him having this conversation. I couldn't believe that a man that I held in such high esteem for so long was now severing ties with me... all because of a bruised ego! Unbelievable. There really wasn't anything more to say. He had said it all. But not exactly. When I tried to leave the examination room, he held the door closed. According to our kindly, gentle Dr. Buttery, I should 'be careful to know who I'm dealing with the next time I get nitpicky.' Really? And what is that supposed to mean? But really, he was right. All these years, and I never knew that the seemingly caring, devoted vet was really a self-righteous, money-grubbing, egotistical weasel! What a disappointment.
Apparently the conversation was over because he opened the door and told Janet to call 9-1-1. Yes, that's right. He told Janet to call the police. I laughed! It was actually comical. This little man was afraid of me! I laughed again and asked him why he called the police. Because I was what? Violent? He was the one who kept me from leaving when I tried to open the door. I told him that he didn't even know how to deal with an angry client. As I walked toward the exit, I informed him that I had found a new vet, one that knew how to deal with PEOPLE and with PETS.
Footnote: I thought that it was worth mentioning that one of the technicians that used to work with Dr. Buttery is now more happily employed at my new vet's office. I also hope that Jenna has found a new position in an office where the vet has a normal-sized head, an over-sized heart, and a waiting room filled with pet care products for sale.
Due to an overwhelming remodeling project at home, I couldn't take the time needed to confront Dr. Buttery over the unprofessional and immature decision to cut all ties with me and my five pets who counted on him. Finally, last week I stopped in to the office to speak with him, but he wasn't there. Janet was at the receptionist desk and seemed very flustered by my sudden appearance. She clumsily fumbled through his calendar, pretended not to know my name, and an appointment was finally made, though she suggested several times that perhaps I would prefer to have him give me a call instead. I assured her that I preferred to speak with him face-to-face. As it turns out, I had to reschedule the first appointment due to construction conflicts, but did meet with him today at 5:00. Now, all this time, I'm assuming that it was Janet's decision to drop me because it was her signature on the letter. My expectation in meeting with Dr. Buttery was to discover whether he even knew about the letter, and to enlighten him if he had not. I fully expected that he would be appalled by the idea that a client would be treated so badly, especially after so many years of loyalty. He would apologize for Janet's rash behavior and assure me that he still had my pets' best interest at heart and he would remain their caretaker. Now, here comes the interesting part...
Not only did Dr. Buttery know about the letter, but he authorized it. When I discovered this, I was stunned! This man, this gentle man who lovingly cared for the tiniest of creatures, purposely turned his back on me and my family of five who counted on him to stay healthy. I asked him, of course, to justify his decision and he recounted the phrase put into the letter about a 'lack of trust' between him and me because I questioned the charge. When confronted with the charge for the "ear cleaning," he admitted that it was for the demonstration of how to apply drops into Rigby's ears. I told him that it was ridiculous for him to charge $18 to show me something that I already had been doing for years for my other animals. His response? He calmly replied that the only way he keeps his office running is by 'charging for the services' he provides. He continued that he 'doesn't sell leashes or any other product,' so he charges for each of his services. I told him that I cried when I received the letter, that I was hurt by it. He tried to explain that the letter 'wasn't meant to hurt you,' but I interrupted him to adamantly disagree with him. He continued by saying that my questioning the charge made him feel hurt, like he was being accused of slipping in extra charges or performing unnecessary services. Well, duh! You just admitted that you charge for every miniscule service you perform, and you knew very well that I already knew how to apply the drops... so what else would you call it?
Oh, I was seeing red by this time. I reminded him that my family had been bringing our animals to him for close to 40 years now... that we trusted him enough to bring our beloved pets to him for treatment... and after all those years of loyalty and trust, the first time I question a charge on my bill, I'm sent packing without so much as a letter or phone call of explanation? Before I can even retain another vet? Is that how loyal customers are treated? They are at Clarkson Veterinary Hospital! More words were exchanged, and at one point Dr. Buttery referred to my having 'refused to pay' the charge. I corrected him by saying that I only questioned the charge (as if my refusal would have been enough of a reason to act the way he was?). At this point, he did seem a bit confused, and questioned whether or not Janet had been present at the time of my visit and whether she heard the exchange. I replied that she was not present. When asked whether or not I had spoken to Janet about this situation, I replied again that I had not. I had not spoken to nor heard from anyone in the office since my visit with Rigby. Now what transpired between the two of them, I don't know, but it has all the appearance of Janet not being very truthful with her husband. In fact, I'd wager to say that she out and out lied to him about the entire situation.
When I suggested that he speak to Jenna about what happened, he indicated that he couldn't because she no longer worked in their office. I asked him if it had been because of this situation, but he wouldn't confirm or deny it. This really was too much. I asked him again how he could justify his actions, and he replied that he had 'actually hoped that I would not make a big deal out of the charge' because he had accepted the free vet checkup voucher (reminding me that he didn't have to do that) and had supplied me with the complimentary dose of Advantage (which he had made clear was customary with new patients). At that point I realized that the conversation was going no where, but my anger was rising and so my voice got as big as his head (well, almost). I told him how upset I was and again repeated my disbelief at the way he handled this situation and the treatment that he bestowed upon such a good client. Our relationship had gone smoothly until I dared to question his 'god-ship.' Suddenly his mild-mannered facade was gone and his teeth were bared!
I just really couldn't believe that I was standing there in the examination room face-to-face with him having this conversation. I couldn't believe that a man that I held in such high esteem for so long was now severing ties with me... all because of a bruised ego! Unbelievable. There really wasn't anything more to say. He had said it all. But not exactly. When I tried to leave the examination room, he held the door closed. According to our kindly, gentle Dr. Buttery, I should 'be careful to know who I'm dealing with the next time I get nitpicky.' Really? And what is that supposed to mean? But really, he was right. All these years, and I never knew that the seemingly caring, devoted vet was really a self-righteous, money-grubbing, egotistical weasel! What a disappointment.
Apparently the conversation was over because he opened the door and told Janet to call 9-1-1. Yes, that's right. He told Janet to call the police. I laughed! It was actually comical. This little man was afraid of me! I laughed again and asked him why he called the police. Because I was what? Violent? He was the one who kept me from leaving when I tried to open the door. I told him that he didn't even know how to deal with an angry client. As I walked toward the exit, I informed him that I had found a new vet, one that knew how to deal with PEOPLE and with PETS.
Footnote: I thought that it was worth mentioning that one of the technicians that used to work with Dr. Buttery is now more happily employed at my new vet's office. I also hope that Jenna has found a new position in an office where the vet has a normal-sized head, an over-sized heart, and a waiting room filled with pet care products for sale.
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