Customer Service Bill of Rights

We believe that you and every customer have certain rights and expectations.

Veterinarians holding dogs

Our Promise to You and Your Pet
Pekin Veterinary Clinic Customer Service Bill of Rights

You Will Receive The Highest Quality Care for Your Pets.

Our team will endeavor to fulfill these rights with every interaction. Our mission is to treat your pet with the same love and quality care we would our own.

We pledge to treat you with courtesy and respect:

  • You will be acknowledged and warmly greeted when you enter our facility.
  • Our staff will inform you of wait time due to emergencies and critical cases as soon as possible.
  • You will have all of your questions answered when asked. If a staff member does not know the correct answer, they will find out what is correct, and will contact you ASAP.
  • You will have all of your concerns addressed immediately in an emergency, the same day if critical, and within 24 hours if any other concerns.
  • You will have the phone call answered in a friendly manner within five rings and never be put on hold if your pet is experiencing a medical emergency.
  • Staff will be available to assist you to and from your car with your pet, belongings, supplies and to provide an umbrella or other needed support as necessary.
  • You will have any grievances or concerns addressed within 24 hours by appropriate managers.
  • Our team will strive to treat you like you are our only client.
  • You will have clean, well dressed, groomed, polite, professional, and well trained DVMs and support staff available to serve you and your pet.
  • You will have access to WiFi upon request, telephone, and refreshments.
  • Our facility will be clean, sanitary and odor free.

We pledge to provide information about all aspects of your pet’s care:

  • You will be offered a tour and visitation to see your pet while in the hospital.
  • You will be able to speak and visit with the veterinarian and support team daily while your pet stays with us.
  • You will be provided with accurate health care plans that we will explain.
  • You will be charged only for the products and services that are approved and kept informed on your daily charges.
  • We will give our best assessment as to your pet’s conditions and prognosis.
  • We will treat and care for your pet’s health in a compassionate and professional manner.

You will receive the highest quality care for your pets:

  • A DVM and technician support team is available for your pet during clinic hours. We maintain the highest professional veterinary standards at all times.
  • Our DVM and support staff will be well trained and compassionate.
  • If we cannot provide the highest quality care for you, then we will find a specialist who can.
  • We will provide after hour emergency care through the Tri-County Emergency Clinic.
  • Our vast array of equipment will be modern, well-kept and skillfully used.
  • They got my dog in right away when I called. Everyone is courteous and seem to genuinely love animals. Took good care of my dog and kept me informed.

    —Bruce Green

  • Doctors and staff are always kind and extremely efficient. Our pet loves going there which says a lot for their care.

    —Lori Bennett

  • Very professional, wonderful treatment!! I would recommend this facility to anyone who loves their pets

    —Lora King

  • Everytime I come here for any treatment they ALWAYS treat us like family. They show a deep concern for the pet and the owner. I tell everybody I know to bring their pets here!!! Thanks!!

    —Dawn Wade

  • "Best place I've ever been to! Everyone was extremely nice and helpful, I couldn't have asked for better!"

    —Tiffany Larson

  • "I'm always very happy with my interactions with the staff and doctors at Pekin Veterinay Clinic. I feel as though my concerns are addressed, and that the staff really cares about me and about my furbabies."

    —Sylvia Shults

  • "You can tell the Vet loves the animals. She got on the floor and played with the puppy and put her at ease. I thought that was very sweet!!"

    —Sheri Jones

  • "Great service. My dog was in need of care due to her condition and I was able to take her over right away and they worker her in. This is the kind of care and reaction I need for my dogs, and I received it."

    —Jacque Hess

  • "I have referred them to all my friends and family. They are great. There willing to work with you and are also fantastic with my dogs."

    —Diane Canizzo

  • "Wonderful as always! The people are always so nice and friendly. I feel our pet gets quality health care here."

    —Maribeth Kilbride

  • "You’re all the kind of people that make the world a better place for critters of all kinds."

    —Pekin family members Jody, Ed, Alyssia, Jake, Sweet Pea, Pippy, Simba, Cuddles, and Kera.