forgive me but i must express my disgust with Banfield today

[Puppy Love]

-Incompetent front desk reception (MiMi is very confusing, she has a difficult time explaining and communicating with customers.)

-Lacking communication skills

-Fail to make a connection with customer and pet

-Vet makes guess diagnosis

-Slap a bandaid on problem by prescribing drugs and antibiotics too quickly

-Customers and pets treated are like a number

- Long wait time for poor quality service

-They do not make you feel like they genuinely care about you and your pet

This is not the first time Banfield has disappointed me, however, this is the first time I am sharing my experience.  I called Banfield Thursday and explained my 9 month old dog suddenly started barking and displaying discomfort or separation anxiety everyday since Tuesday.  I told the receptionist that I had my dog since he was 9 weeks and he has never behaved this way.  I told her I was fearful that he had some sort pain or other ailment.  I have the wellness plan so I thought it was a reasonable request to have an exam before considering bark collar, medication etc.  I also explained he had been sneezing this week and I wanted the Vet to check ear, throat or nose.  She agreed and made me the soonest appointment for Sunday.  When I arrived for my appointment the receptionist Mimi told me I was not in the computer system for an appointment.  She explained that she was experiencing trouble saving my appointment in the system and she had tried all day Saturday.   She said she didn't think the Vet would be able to assist me today.  She asked me, "do you know why your here anyway'" I said, "Of course I know why I here, I want my dog to have an exam and discuss options/solutions to the recent stress my dog is expressing",  She went to the back and the Vet assistant Chris came out to speak to me.  He said they could not examine my dog since they could not record visit in the computer. He said it was against the law to treat a pet and not have an appointment.  I told him I was very disappointed in the lack of courtesy and asked why didn't they attempt to contact me and let me know there was a problem.  He said you picked up Trifexis at another location and we are having trouble transferring the records back.   I was in tears and expressed I was concerned for my pets health and well being and I wanted them to examine my dog.  Meanwhile, my Vet walked back and fourth a few times she could see that I was in tears and hear the frustration in my voice but did not have the decency to acknowledge me.  My Vet (Dr. Shoolman) simply allowed her assistant to stand there and continue to make excuses.  I told him no matter what problem is they were having with the computer they should of showed some customer service and gave me a courtesy call.  I politely asked him to show some regard for my pets well being.  I told him it was not appropriate to just say sorry and send a pet away and simply say sorry we can not help you today.  He did not make any suggestions or offer any solutions, he did not offer to call me tomorrow or say he would try to fix computer problem.  He just simply handed me his managers card and said you can call and make a complaint if you want. 

I sincerely hope Petsmart will get rid of this grossly careless company.   I love and respect Petsmart, Banfields does not provide me and my pet with superior customer service.  I am not being offered solutions, superb customer service, superior products from Banfield and its associates.  Petsmart please do not let Banfield ruin your reputation. 

[Karen, Jasper and Jackdoodle]

I am so sorry you had this experience, but it doesn't surprise me one bit. To me this is typical of every experience I have had with any Banfield location, and given the number of fosters I have been involved with, that's a considerable number. That business with which location you went to to pick up Trifexis and the difficulty with locating and transferring records is something I experienced also. It's absolutely ridiculous, but exactly what I would expect from a subsidiary of Mars, Inc.  Yes, Mars, maker of Royal Canin, Nutro, and Pedigree (gag) owns Banfield.

I know a few members here have had good experiences with their local banfield's but if you look at reviews online, the customer satisfaction rate is extremely low, one star out of five for most locations, and hundreds of complaints. Personally, I wouldn't take JD to Banfield if they treated him for free.

I hope you can find a better vet in your area.

[BG and Gavin]

That really sucks.  It is so important to have a good working relationship with a vet in my opinion.  My office goes above and beyond the call of duty (the vet has even emailed me at home and the staff always follow up with a phone call a day or two after any treatment.  They call Gavin "Super Dog" because of his TDI certification; which of course endears them to me :)   I hope you find a better vet who will be more professional and relatable.

[DJ & Chance]

Horrible.  I hope you have options for finding another vet.

[Puppy Love]

thanks for the comments.  i do feel better after expressing my dissatisfaction on every media site possible -lol.   That should be rule number one dont mess with a woman and her pup.  Jokes aside, I cried on the way home and I didnt want to expose Jackson to that saddness. I cried because I was so disappointed by callous attitudes and these are the people I trust with my pets health.  I would never treat anyone like that.  I really was optimist that Dr. Shoolman would help Jackson.  She once mentioned her dog has seperation anxiety so I thought she would understand and show some compassion.  I still had hope that she would call me tonight but nothing.  I have to pay monthly until June 2013 I hope they will just release me from contract. 

[F, Calla & Luca]

It's against the law to see a dog without an appointment? This can't possibly be true or your legislators are even worse than Banfield. I would demand prorated money back and find a better place.

[Sue, Murphy and Bella ()*o*()]

I too had Banfield for a year when we first moved here andI couldn't wait till our contract was up and take him to a real caring Vet and not a Doc-In-The -Box at Banfield.
There is probably no way they will let you out of the contract either, as I had complained also and it fell on deaf ears. It has taken Murphy over 2 years, just till this week actually, to recover from the treatment he suffered at the hands of Banfield.

We went to our regular Vet Friday for exam and vaccination, and to check his ears and teeth. They take so much time with him because of his extreme anxiety that the visit lasted an hour and murph was relaxed and tail wagging the whole visit. Even during an ear exam, which is where Banfield really threw us off track. For instance after one visit where Banfield had to "take him back" to examine his ears, without me, and I heard him yelping, they came back in to tell me it took 4 people to hold him down and they still couldn't visualize the ear canal. WHAT THE H......? You mean you actually came back and admitted that you and 3 other grown adults struggled with my 50 pd dog for over 10 minutes? At what point in this struggle did you figure out this might not work??????
So fast forward and imagine the next two years of anxiety peeing in the lobby, tail between legs and hiding his head in a corner and climbing behind me on the bench to be protected and generally cowering at every sound or door opening.
So just hearing the name Banfield makes me want to hug my Murphy.

[Puppy Love]

I can't wait to find a good old fashion neighborhood vet. I want to fast forward now;)

[Lucy & AnnaBelle's Mom]

I wouldn't wait till June, I would find another Vet now.  It's already March, that's only a couple months payments.  Easy for me to say I know, but as in Sue's case it would affect your Pet for the rest of its life and that hopefully is a long time!

[Lucy & AnnaBelle's Mom]

Doc-in-a-Box -- Love it!

[Nancy, Ned, Clancy, and Charlie]

It is NOT against the law for a vet to see a pet w/o an appt.  My vet's office makes no appts - show up and be seen.  Sometimes we have a long wait and sometimes we don't.

This is just me talking but if you haven't paid in full for the contract, I would quit paying.  I would send a letter with your dissatisfaction and that you will not continue with the contract.  If you have pre-paid....

[Puppy Love]

Hmmm. I wonder what the manager will have to say.

[Julie and Charlie]

I agree, and try to keep your communication with them in writing if possible. Stick to the facts. You probably need something shorter than you wrote here to get them to take any action or to refund your money.