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. 

[GBK]

My vet's office takes all walk ins too, unless it is a scheduled surgery type appointment.

 

[Veronica Z.]

That's so terrible! Who said it's against the law to see your pet without an appointment? Emergency vets do it on a regular basis! I hope you find a better vet soon. Personally I've had really great experiences at Banfield but I specifically go to the office which is 5 minutes from my office but 45 minutes from my home because the particular vet at that location is fantastic. I would definitely think twice before seeing anyone else in the Banfield network. I haven't experienced the computer issues with Banfield but I did have a similar problem at M.J.'s emergency vet where they were unable to access records, unable to view x-rays, unable to discuss anything and it was truly infuriating because it was at a time when speaking to a vet was truly crucial. Maybe there's someone on DK who lives in your area and can recommend a vet?

I hope Jackson is giving lots of hugs and licks and is feeling better soon!

[Julie and Charlie]

I hate it when companies train their employees only to follow policies and procedures without thinking through them first! 

[Lucy & AnnaBelle's Mom]

http://www.doodlekisses.com/profiles/blogs/a-banfield-vet-story?xg_...

Here is a previous conversation about Banfield where a Banfield rep actually joined DK.  Not sure if it will help you, but you might check it out!

[Marnie, Stanlee's Mom]

You have a contract with a vet like you would a cell phone company????  I have never heard of this.  I go to a vet of my choice, if I like them I stay, if I don't I have the records transfered immediately to another vet of my choice?  What is this contract business?  And what kinds of "penalties" are there if you go to another vet?

 

Sounds like a scam to me.  Would your family physician make you sign a contract?  Then why would a vet?

[Karen, Jasper and Jackdoodle]

The "contract business" is because the Banfield vets are working for a corporation, and this is the way corporations do things, lol.

 

[Marnie, Stanlee's Mom]

wow....kinda creepy/Brave New World-esque

[Karen, Jasper and Jackdoodle]

Just business as usual in Corporate America, where the shareholders come first.

[Chelsie]

I have worked with many doctors who have a pre-paid wellness plan. The patients do sign a contract, but there are no penalties to be seen by another doctor. I have never sen anyone try and get out of the service, so I'm not sure about that, but I am guessing it could be done if needs were not being met. I have only ever heard bad things about Banfield, anytime I might be in Petsmart I almost feel bad for the little critters sitting in their waiting area.

[Tina]

I'm so glad I didn't choose Banfield for Roger's vet. I thought about just because of the price on their puppy wellness plans but decided to go with our local vet who also sees my cat. After reading your story, I'm so glad I made the decision I did. It is a little more pricey but at the end of the day, the vets at our practice and the staff truly care about our animals. I even got a call from one of the vets yesterday ( on a Sunday!) from her home just to check up on him. We are having some issues with diarrhea due to giardia. I would definitely say the actual price is really not that much more when you total it all up. So all in all, if you can switch vets and get out if your contract, I would. Sorry for the bad experience! People suck sometimes!

[Karen, Jasper and Jackdoodle]

I did some pricing for fosters and found Banfield to be considerably more expensive than my regular private practice vet.

[Marnie, Stanlee's Mom]

Funny Karen, I did the math (twice because math makes me vomit) and found that at the end of the year, I would have paid more for Banfield's services than I did for either of my dogs last year at the vet of my choice.  And this included monthly medications, too (HW and flea treatments excluded)

 

Either way, I can't say enough good things about my vet and would gladly pay twice what Banfield's cost are to get the quality service we receive.