We understand that it is never easy to learn that a pet is ill, especially one that you have such a special bond with as a service dog. He is a wonderful dog, and we were truly saddened to hear of his diagnosis and prognosis. We understand that when you have received such difficult news it is natural to want to assign blame somewhere. We cannot discuss any specifics of your dog's case, as this would be a breach of privacy and client/patient/veterinarian relationship. However, it seems fair address a few of the points that you have volunteered in your review. As you note, the doctor did in fact speak with you at a previous visit about this exact health problem, and advised to avoid feeding grain free diets due to the risk of this particular heart disease. Acana makes diets that contain grains as well as grain free ones. As you state, the information on which exact diet was being fed wasn't provided for us. As you have always been an exemplary pet parent, it would be reasonable for us to assume, with lack of evidence to the contrary, that you followed our advice on not feeding grain free. At the time your dog was referred to the specialist, our veterinarian was actually at home in mandatory isolation due to an exposure to a COVID positive case. She was not ignoring you, or the specialist. Under medical orders, she was not able to attend the clinic in order to be able to access your file or specialist reports. We also cannot control if it takes a week for the specialist to send a complete report for us to follow-up on. Since we had arranged for your dogs immediate care by referring him to the specialist, we were confident that he would be receiving the very best possible care, that all his needs would be met, and you would have the specialist available to answer any health questions you might have had until our doctor was able to return to her duties. We are sorry if this was not enough to satisfy your need for communication. It was unfortunately the best we were able to do given the circumstances of practicing medicine during this pandemic. In our computer system, we track, in a searchable way, all the foods that clients purchase directly from our clinic. This is so that if a problem with a particular food is discovered or a recall issued, we can take action to inform the affected clients about the next steps needed to ensure their pets' safety and wellbeing. If we directly provide a client with a product, we fully believe it is our responsibility to alert them to any potential problems or risks. However, we do not, and have not ever, stocked, sold or otherwise distributed any Acana products. Some veterinary clinics may, and the letter sent out was likely so those clinics that sell their products could take the appropriate action. Although we carefully track the diets we do sell, it is simply not feasible for us to be aware of or track every diet or treat purchased by every client at every other retailer in order to alert them if issues arise. I hope you have raised the issue of consumers not being properly informed about the risks related to the diets they are choosing to feed their pets with the pet stores and other retailers that do provide these products as well as with our staff and on this forum. I hope too that you have directly contacted the Acana company. Perhaps if more pet parents were speaking out, the companies that are making and marketing these types of diets would be forced to participate in a more visible consumer awareness campaign. Especially since they appear aware, based on issuing a letter, that the diets they are manufacturing and promoting may be linked to dogs developing a potentially fatal, diet-related, heart disease. It is actually questionable why these diets have not been pulled from the market entirely by the manufacturers, or labelled in such a way as to prevent owners from facing this type of health crisis with their pet. It is always heart-wrenching to face losing a beloved companion, and we do empathize with you. There is a small percentage of dogs with diet-related heart disease whose condition stabilizes, and in some cases the damage is even partially reversed. We sincerely hope that your dog will be among those that show recovery, and that you will be able to have more years with him at your side.