Christopher F. on BBB
6 years ago
01/02/2017, 04:52 AM
This happened about a month ago now. I needed time to collect myself before writing in anger.
I took my dog, Willow, into this business in the summer because she had gotten very sick. The staff at that time was pleasant, but the trip took over 7 hours until completed. They did not seem to be that busy, but I brushed it off.
I called them again last month because my dog was experiencing similar symptoms. The first time I called I was asked if I could hold and I said yes, but then I was hung up on. I dismissed this because I've accidentally done that a million times at work so I didn't think much of it The second time I called the lady was very rude to me and told me that I "had my phone turned down" because she couldn't hear me. I promise, I have never altered the microphone on my cell phone. I called back a third time to see if I could get a better connection. The third call was the same, but this time she heard me out. I explained that my dog had been there before and was experiencing similar symptoms and asked if I could schedule an appointment. I figured that was best seeing as how they had treated her before and had her paperwork and all already in the office. The lady told me that she recommended that "I establish a regular vet here in town." And that I need to get off of the phone and see if anyone could get me in on that day. This was on a Monday. I got an appointment at Banfield for Wednesday. Tuesday my dogs condition had not changed for the better or worse, so I kept the Wednesday appointment. Wednesday her conditioned had worsened, so I called to see if I could bring her into Banfield earlier than the appointment time. They said yes, but my dog died in the car on the way to the vet.
Had the receptionist just been rude to me that would have been one thing that I would have probably ignored. But telling me that I needed to find another business when dealing with a sick animal is not acceptable. Especially when she had been treated there before and the symptoms and treatments from the first experience were already on file. This is completely unacceptable as a business practice.