| rev:text
| - Banfield has been awful all around but the Spectrum Mall Banfield at 1745 W Bethany Home Rd has got to be the worst. In the past 2 years, my two dogs have been repeatedly denied medical attention. A month ago my dog started to acting like there may be something wrong. I made an appointment and even though this was a month ago, today was the earliest available appointment, I booked the appointment online, and got the confirmation of the appointment. My husband takes him in today and they tell him, they have no room to see my dog. My husband shows them the confirmation and they tell him there is nothing they can do. If he wants, he can wait around for the next 2 hours and if someone else doesn't show up for their appointment, they might be able to see our dog.
I called to figure out what was going on and they tell me that we have no appointment and that I must not have made the appointment appropriately. I asked how I could possibly make an appointment more appropriately than scheduling it a month in advance, and even receiving the digital confirmation, then showing up 15 minutes early to the appointment to be safe. The receptionist, Britney, tells me that she doesn't really know how it works, but there is nothing they can do. I ask her their system for my name. She puts me on hold. 15 minutes later she comes back "Thank you for calling Banfield, etc, etc. This is Britney. How may I help you." I remind her that I have been on hold for 15 minutes while she was supposedly searching the system for my name. She asks what my name is again and puts me back on hold. 10 minutes later "Thank you for calling Banfield, etc, etc. This is Britney. How may I help you." I remind her that it is still me and that I haven't hung up yet. She lets out a big sigh and grunts "ok" and 'click' I'm on hold again. When she finally comes back to the phone, she still has no new information for me. I tell her, that we need to fix this. She says that I can talk to her manager, but the manager is not there right now, so I could talk to her tomorrow. I remind her that we made an appointment and deserve to be seen. She tells me that the doctor our appointment was with, Dr. Amanda Clanin, isn't usually at this location and asks if I was sure I made the appointment at this location. Sure enough, the confirmation says Dr. Amanda Clanin, Spectrum Mall Banfield at 1745 W Bethany Home Rd on Monday, April 30th, 2018. She reminds me again that Dr. Amanda Clanin is not usually at that location. So I ask "Are you telling me that Dr. Amanda Clanin is not working at your location today?" to which she replies. "Well yeah, she's here, but she was overbooked today so we couldn't fit your dog in." At this point, my husband has left and returned home. After being put on hold yet again, Britney comes back on, now 40 minutes into the call, to tell me that if we can get our dog back there in 15 minutes then the doctor will see him, but if we can not get there in time she is leaving. "Are you kidding me? After placing me on and off hold, most of the time without warning, for the past 40 minutes, you are going to tell me if we can't get there in 15 minutes shes leaving? That is the best solution we could come to?" Britney replies, very annoyed, "WELL, like I told YOUR HUSBAND... He could have waited here for 2 hours until we closed and if someone didn't show up we might be able to see him." Like that is somehow a good enough response.
This is not the first time. The past 4 times our dogs needed to see a vet, Banfield has been unable to help us. I have even offered to drive to any Banfield in the greater Phoenix area, no matter the distance. They still could not help. 4 times now in a row Banfield could not get us in to see the vet. 4 times in a row we have had to go to a different pet hospital/pet ER. 4 times in a row we have had to pay out of pocket to a different pet hospital to get our dogs the medical treatment Banfield should have provided. What are we paying for? I'm certainly not paying $84 a month for their wellness plan anymore to be constantly denied service. It is certainly not worth $84 a month to get a bunch of attitude from Britney when they are the ones that couldn't keep our appointment.
This place is a rip-off.
Awful experience.
Horrible customer service.
Zero compassion for sick pets.
How long can they continue scamming their customers/patients before something is done about it?
Do not sign up for the wellness plan. If I was dependant on Banfield alone, I'd probably have two dead dogs right now. Luckily there are many other options. Take your pets somewhere else, anywhere else.
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