My wife tood our dog into the Banfield hospital here locally in Surprise Arizona at Petsmart for one of their vaccination clinics. She was told that if she got there by 2pm she would be guaranteed to be seen by 4pm, which is the end of the clinic. Needless to say my wife has been to numerous clinics before and gotten there at 2:30 even 3pm and gotten in and there were the same number of people at those clinics as the one she went to yesterday.
One time they got behind on a clinic and the receptionist asked if the customers would be willing to forego the exam and just get the shots to speed things up and they were able to get everyone in. This time my wife got there at 2pm and had our dog and our toddler with her and she waited and waited and got no updates on anything until 3:55pm when she was told they would not be able to get her in. I can guarantee that they new well before that time they would not get her in but just failed to inform her. There were three young ladies working at the front desk doing nothing and any one of them a lot earlier could have come out and informed my wife and the other customers that they were behind and they would probably not be able to get to them today but they could continue to wait if they wanted to.
Nobody did that. I called the manager and she laughed at me on the phone when I asked her why nobody informed my wife earlier so she could have left and come back another day. The manager stated everyone is told when they check in. My wife was not told anything other then get there by 2pm and you will be fine and seen just like she has in the past. The manager laughed at me when I asked why could nobody come out a lot earlier and inform customers that had been waiting for so long that they probably would not get in and she just didn't have any answer other then they are told up front. The manager, according to my wife, laughed at another customer that came in and complained and was rude to many others.
I gave the manager the two choices and that was to assure my wife a no wait opportunity at the next clinic this Thursday or to make my wife an appt any other day and waive the office charge, which is why they have these clinics. The manager refused and stated my wife would have to wait again another day. I advised her that I would pursue this further and have since sent e-mails to corporate executives and ceo's of both petsmart and banfield citing this ladies name and what I want. I would highly advise against Banfield. They say they are the best but they showed their true colors during this last clinic.
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