Formal Complaint: Unprofessional Conduct, Misdiagnosis and Lack of Communication – TAH Bellville

I am writing to formally lodge a complaint regarding the unacceptable level of service, lack of communication, and alarming misdiagnosis we experienced during our first visit to TAH Bellville with our new puppy.

From the moment we arrived, the experience was deeply distressing. We waited for approximately three hours without any updates or communication regarding our puppy’s condition. Despite repeatedly asking for information, no one informed us what was happening. It was only after I raised my voice and demanded clarity that we were finally called in.

When we eventually saw the veterinarian, we were told that our puppy had broken bones and that he would probably need to be put down, pending further scans. We were informed that these scans would be done and that we would receive a call the following morning. Our puppy was kept overnight, leaving us extremely distressed but trusting that we would be contacted as promised.

The following morning, we received no phone call, no update, and no communication whatsoever. We were completely in the dark. Out of concern, we contacted the breeder, who drove all the way from Herm**** to meet us at TAH Bellville at 11:00. Even then, we waited almost another hour before being seen.

When we were finally called in, it was not by a veterinarian but by a nurse, who informed us that our puppy was not high risk, that they could not determine what was wrong, and yet advised us to take him to a specialist. This directly contradicted the previous evening’s diagnosis and raises serious concerns. How can a puppy go from “broken bones and likely euthanasia” to “not high risk” without any explanation, diagnosis, or prognosis after nearly 24 hours in your care?

During this entire period, no clear diagnosis, treatment plan, or explanation was provided. We effectively spent almost 24 hours at or waiting on TAH Bellville and left with no answers.

Due to the confusion and lack of confidence in the care provided, the breeder requested that the puppy be released and took him back to Herm**** for a second opinion. At another veterinary practice, the issue was diagnosed as an infection.

I cannot adequately express how disturbing it is to consider that we were advised that euthanasia might be the best option, when in reality the condition was treatable. Had we followed the initial advice given to us, a healthy puppy could have been unnecessarily put down.

This experience represents the worst level of service and professionalism I have ever encountered at a medical or veterinary facility. The lack of communication, contradictory information, failure to diagnose, and the emotional distress caused to us is unacceptable. I am left asking myself how it is legally permissible for a veterinary practice to operate in this manner.