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. 

[Puppy Love]

I went to Bandfield Aliso Viejo and Lake Forest and ask if they carry a plug in that releases pheromones. They both said I dont know what your talking about, go ask Petsmart they have plenty of plug ins/ options to stop barking. I walked into a local vet hospital and discribed what I was looking for. The rep said I know exactly what ur looking for she brought out a pamphlet for Adaptil along with the spray and the plug in and discribed the options. Then she said don't buy it here its a wonderful product but you will find a better price online. She was honest and gave me the information I was looking for. I need a place like that helpful, knowledgeable and honest.

[Puppy Love]

I received a call from the store manager.  She was very kind and thanked me for providing candid feedback. She said she found so many oppertunities for improvement  and training.   And actually complimented me for having such a calm nature when expressing my concern and experience.  She said its not against the law to treat a pet if they are not in the computer.  She offered to find a store that has Adaptil and said she will  pick it up for me so i can buy at her location.  I took Jackson in today.  They did a comprehensive exam.  We came to the conclusion that he may of had something stuck in his nose and he was expressing his discomfort, he was able to pass it naturally and he is all better now.   He stopped barking and we are back to our old routine.  With a few modiifications to our regime schedule and i am providing a little more wiggle room.