?????December 5th, 2014\r
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Banfield Pet Hospital\r
P.O. Box 13998\r
Portland, Oregan 97213\r
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Attention: Client Advocate Team\r
I am sending you this letter to inform you of a situation that took place at one of your locations. I feel that when situations occur such as the one I experienced, someone at the corporate level should be made aware as to insure that quality care can be maintained. \r
On Sunday, November 30th, 2014 my mother and I took my two dogs to the grooming salon at the Petsmart located at 8970 N.W. Skyview Ave., Kansas City, MO 64154 to get nails trimmed and a sanitary trim. As always, the groomers were very kind to both myself and my little dogs. However, when Lily, my 9 year old teacup Chihuahua was getting her nails trimmed, she yelped loudly and began bleeding profusely from her foot. The groomer was able to get the bleeding stopped but we could tell Lily’s little paw was bothering her. The groomer said that Banfield was closed, but if I felt like she needed to be seen to return on Monday and Banfield would see her at Petsmart’s expense. I explained to the groomer that I could not be there before 6:00 p.m. as I work in the downtown area. She said as long as I got there before 6:30 p.m. it would be fine. I had my mother pick Lily up from my house and meet me at Petsmart in order to make sure of a timely arrival. We went to the area where Banfield is located and explained what we were there for to an employee named Shirone. Shirone said that they couldn’t see Lily, but further more informed us that they are “Not related to Petsmart”, which we were well aware of. She then said that even if they were able to see Lily that emergency after hours fees would be charged. I told her that the charges would be sent to Petsmart, as they sent us to them. She got very defensive and again told us that they were not affiliated with Petsmart. Shirone was VERY rude and indignant! My mother then went into the grooming salon to tell them what had transpired. The manager of the salon found the notes in the computer that the groomer had entered and went back to Banfield with us. She kindly explained to them what had happened and asked if it were possible that a vet could see Lily. She again told her no, it was impossible. However, the manager asked if a vet tech could look at her. After much consideration on the part of Shirone, a tech came out in the waiting area and agreed to look at her foot. He saw the swelling and where the nail had been cut and advised us of what to do and look for as far as infection. He was very nice and professional and for that we are grateful. Shirone continued to roll her eyes at us which was not professional in any manner. She was very curt, disrespectful and rude. I wouldn’t think that Banfield would want that type of employee at the front desk greeting patients! I was so very frustrated at not being treated in a manner that a customer should be treated. Customers who were around the area heard what was going on and were surprised that an employee of Banfield was far from professional, rude and flippant with the situation of a little 5 pound dog in pain due to the grooming salon that they share space with! Not only were her words curt and rude, but her body language said it all regarding her care for the customers of Banfield. I hope you will review this matter and resolve some issues that would be beneficial to the operation of the location that I visited.\r
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Respectfully,\r
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Kristen
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