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Petsmart Banfield - Cash Over Care
Cat Care - Complaint
Review by phch on 2012-10-15
Rating: 
MESA, ARIZONA -- I took my cat to Banfield at Petsmart on Stapley and Baseline at 11:45AM. I reported symptoms of labored breathing and weight loss. I was told it could be serious, and that for $54 extra, he could be taken care of immediately, or I could wait for an appointment at 1PM. I returned at 1PM and was told I didn't have an appointment and without paying the emergency fee of $54, my cat would just have to wait. The personnel were arrogant and unconcerned about the cat, only saying that unless I agreed to their emergency fee, I would continue to wait. The person at the counter refused to give an estimate as to how long. They continued to sell their prescription foods and health care programs to others in their empty store as my cat sat wheezing and coughing right on the counter in front of them. I asked for the Petsmart manager, who did little, saying has has little control over their behaviour. These Banfield people are the rudest, most dispassionate people I have ever dealt with regarding pets. I mentioned to the manager that I may never come back, but this did little. I finally had to take my cat elsewhere to receive care and I'm very happy I did. The local vet, closer to my house, took care of my cat immediately, spending plenty of her time carefully explaining my pet's problem. On the way out, I told the Banfield people I would never bring another pet to them, and they couldn't have cared less.
Comments:
Posted by Alain on 2012-10-16:
You cat is far better off at a local vet! The reason the franchised Banfield people and the Petsmart personnel were inconsiderate is because they really could care less about your pet. They operate on volume and one customer/pet more or less does not concern them in the least.
Posted by pitgirl on 2012-10-16:
Petsmart has nothing to do with banfield. Petsmart leases out the space to them, they are a seperate entity, that is why the petsmart vet could do nothing for you since the issue pertained to banfield, a seperate company. That being said, never take an emergent pet to any banfield. banfield is not an emergency vet, they cannot handle emergencies. banfield is for well pet visits, vaccinations, spay/neuters, and teeth cleaning. They are unable to keep your pet overnight for emergency pets. Support your local vets, they are better equipped and cheaper in the long run.
Posted by trmn8r on 2012-10-16:
I don't understand why anyone would take their pet to Banfield, based on what I have read.
My first reaction was "An emergency fee, charged by BANFIELD?" I see that "pigirl" states what I thought was true - Banfield is not an emergency hospital/vet. In fact, from what she wrote, they aren't even a full service vet.
My vet always will squeeze me in if there is a pseudo-emergency (eg eye injury). I would classify your situation that way. It may take an hour or two, but they find the time. No extra fee, professional and pleasant service. I would recommend skipping Banfield completely - the Banfield fees I have seen people report are substantially higher than what I pay.
My first reaction was "An emergency fee, charged by BANFIELD?" I see that "pigirl" states what I thought was true - Banfield is not an emergency hospital/vet. In fact, from what she wrote, they aren't even a full service vet.
My vet always will squeeze me in if there is a pseudo-emergency (eg eye injury). I would classify your situation that way. It may take an hour or two, but they find the time. No extra fee, professional and pleasant service. I would recommend skipping Banfield completely - the Banfield fees I have seen people report are substantially higher than what I pay.
Posted by FoDaddy19 on 2012-10-16:
I agree with the others, this was not a situation where you'd want to take your pet to franchise-chain animal clinic. An actual veterinarian's office would've been a far better choice.
Years ago, a dog I had at the time started vomiting none stop, this was about 9:00 at night. I made the call to take her to the 24 hour emergency vet. The call saved her life, she had apparently gotten into some anti-freeze, I don't know where or how she got it from, but fortunately they were able to pump her full of some sort of alcohol/charcoal mixture in time and she survived, with no lasting long term effects. Of course I paid an extravagant fee $200 just to have her examined, and another couple hundred for the treatment (much more than my regular vet would charge), but they are the only 24 hour veterinarians office in town, and they charge accordingly. I don't blame them, they are entitled to make a profit, and I'm sure having a veterinarian a receptionist on site 24 hours a day isn't cheap either.
As for how you were treated. Obviously the Banfield employees don't care about you or your cat, they are esientally retail employees, they care about numbers, they aren't interesting in having a lengthy relationship with you or any other customer. The Petsmart manager didn't care either because he has no jurisdiction over Banfield, as Petsmart and Banfield are seperate companies.
Years ago, a dog I had at the time started vomiting none stop, this was about 9:00 at night. I made the call to take her to the 24 hour emergency vet. The call saved her life, she had apparently gotten into some anti-freeze, I don't know where or how she got it from, but fortunately they were able to pump her full of some sort of alcohol/charcoal mixture in time and she survived, with no lasting long term effects. Of course I paid an extravagant fee $200 just to have her examined, and another couple hundred for the treatment (much more than my regular vet would charge), but they are the only 24 hour veterinarians office in town, and they charge accordingly. I don't blame them, they are entitled to make a profit, and I'm sure having a veterinarian a receptionist on site 24 hours a day isn't cheap either.
As for how you were treated. Obviously the Banfield employees don't care about you or your cat, they are esientally retail employees, they care about numbers, they aren't interesting in having a lengthy relationship with you or any other customer. The Petsmart manager didn't care either because he has no jurisdiction over Banfield, as Petsmart and Banfield are seperate companies.
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