I'm not really sure to whom I should address my concerns to seeing as the employees at this location (9041 Snowden Square Dr. Columbia, MD 21045) were no help at all. My black lab (BlackJack) has been on the wellness plan at Banfield ever since it was VetSmart. The one that we use to take him to was located next to the PetSmart on Baltimore National Pike. When it was located there the customer service was remarkable. Since the relocation and name change the services have gone down hill.
On several occassions I have called the Banfield on Snowden Square Dr to make an oppointment for my lab (BlackJack) about some hair loss on his two front and hyne legs. I had no luck in my many tries. Each time I was told by an employee named Jennifer at the Snowden Square Dr location that an appointment was not neccessary and for me to just bring him (BlackJack) in as a walk - in. Each time and there have been 6 of them, when I got there I was told that he could not be seen. With each attempt I explained to Miss. Jennifer that we don't live near or around Columbia and that infact the drive here took us at least 1 hour both coming and going.
On my last visit which was today 11/12/03 at 9am I continued to have the same problem. My mother and I were told prior to the visit that walk-ins were seen between 9 and 11, so in an attempt to have blackjack seen we arrived there at a little past 9 about 9:07 or 9:10. When we arrived my mother said good morning to Miss. Jennifer who was sitting at the front desk playing with her dog (he looks like the Taco Bell dog) and did not bother to even look up at us, (my mother, myself, and Blackjack). We waited for 20 min. Before she even opened her mouth to say one word to us. She weighed BlackJack and then sent us into examine room number 4 where we waited another 10 min. Before the nurse came in.
When the nurse came in she spoke to BlackJack and then asked us what was the cause for his visit today. She took BlackJack's temp. And listened to his heart beat. Then she left the room without saying a word as to how long before the doctor would be in. We waited for another 30 before my mother told me to gather BlackJack and that we were leaving and she was going to have his records switched to another location and also that she would be filling a complaint aganist the employee's at this Banfield location, (9041 Snowden Square Dr. Columbia, MD 21045).
As we walked by the front desk to leave Miss. Jennifer asked where we were going. My mother then proceeded to explain to her that we have been waiting here since 9am, that it was now a little past 10am, that BlackJack still hasn't been seen, and that no one said that we would have to wait until all of the patients who had appointments were seen before they would get to BlackJack, (even though when my mother, myself, and blackJack first arrived they had just opened and there were no other peole there). We then took BlackJack to the car. I came back inside to get his records transfered to the Towson location.
I asked if I could speak to Nicole who is the director at this location. Again I waited 10 min. Before she even came out. I asked her if she could switch BlackJack's records to Towson at this time. Miss. Nicole told me in a very disrespectful tone that she would not be doing it at this time, that she would do it whenever she had some free time. I asked her how long and how difficult it would be for her to transfer his records and she told me not difficult at all but that she would not be doing it at this time.
I then asked her if she could print out his records for me so that I could take them myself. She said fine and I never saw her again. My mother came in to get me and said that we are leaving because she will take care of it at Towson. There is a serious problem that needs to be resolved. The problem is this, 1) we have been trying to get BlackJack looked at for 2 months now with no luck, 2) the customer service at the Columbia location needs work, 3) Miss. Jennifer and Miss. Nicole 's attitudes need to be adjusted.
I was over looked and not respected or paid any attention to by both Miss. Jennifer and Miss. Nicole. Now I'm thinking that it's either a case of them thinking I'm younger then what I am because I don't look my age or the fact that I am Black. Either way it is a seriouse problem that I will not rest until I get it resolved. I feel as though both Miss. Jennifer and Miss. Nicole need to either be fired or they need to be retrained on how to deal with the public, and when I say the public I'm not just talking about older White people, I'm speaking of young, old, middle aged, Black, White, whatever the case might be.
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