Please see the following is emails that I sent to Banfield.
Sent: Thursday, May 31 10:49 AM
To: [email protected]
Cc: [email protected]; Thomas, Alda E.
Subject: FW: Assistance needed
Importance: High
Just wanted to let you know this is not the first problem I have had with Banfield. I removed Yoshi from the care of your 4023 Lavista Rd, Suite 233, Tucker, GA, 30084 clinic last year. He went in for the same thing... A comprehensive exam. The young lady who took blood evidently did not know what she was doing because she had to stick him 4 times. Yoshi yelped each time. The last time she stuck him blood was running everywhere. Though I was very upset I did not hold it against Banfield but decided to try another facility. I am sure these are not isolated incidents. If my situations are made public I am sure others will surface. Being a national company I would think Banfield would take more care in the personnel that they hire.
Sent: Wednesday, May 30 4:31 PM
To: [email protected]
Cc: [email protected]; Thomas, Alda E.
Subject: Assistance needed
Importance: High
To whom it may concern:
On Friday, May 25, at approximately 8 A.M. I took my pet (Yoshi) to Petsmart, Banfield Animal Hospital located at 2150 Paxton Drive, Lilburn, GA, 30047,770-979-9950 for a comprehensive exam. At 1:00 a friend and I were having lunch in the same area, so I decided to stop in to see if he was almost ready or ready to leave. He was not. The attendant behind the desk said that there was an emergency and the doctor was in surgery. She stated they would call me when Yoshi was ready. At 5:00 P.M. I decided to call and check to find out what time they expected Yoshi to be ready. I was told by "Patrice" that he would be a "6:30 P.M. Pickup". I said okay and as I hung the phone up I immediately thought that I should check to see if they had given him any water or taken him out to urinate. I immediately called back. Patrice answered. I asked the question, had anyone taken Yoshi out to urinate? She replied that taking out Yoshi was not a policy of Banfield." I then replied that I did not ask about Banfield's policy but wanted to know if Yoshi had been taken out to urinate; since he had not been out to do so since before 7 A.M. That morning. We went back and forth with me asking the question and her evading the issue. I was then told by Patrice that I could speak to a supervisor. I answered her stating that I was on my way and would be right there.
Once I arrived at Banfield I asked that they bring Yoshi out so that I could take him outside to urinate. I was told by another attendant that he was okay and believe it or not, most dogs are perfectly happy in the kennel all day and if he makes a mess they will clean it up. I became agitated that they were both trying to pretend as if nothing was wrong. I tried explaining to them that Yoshi would not "use the bathroom" in a cage, in my house, or inside Banfield; that he will hold it until he is about "to burst". I also tried reasoning with them explaining that animals have feelings too and that if one of them were pinched it would hurt just the same as if you pinched an animal. I further expressed to them that they would not like it if they were caged up all day and had not been let out to relieve themselves. It really bothered me that my pet, Yoshi, had been caged up all day with no water and had not been allowed to urinate; which is something he is not use to.in today's society, people's pets are a part of their family. During this time, I thought one of the other attendants knew how concerned I was and headed to the back to get Yoshi, but she came back without him. Again, I asked if they would bring him to me or if they would like for me to go to the back and get him myself. The other attendant then went back and brought Yoshi out. She proceeded to try and check him out, but I informed her that "checkout" would have to wait because Yoshi was jumping and moving uncontrollably due to the urgency of him wanting to urinate. I immediately took him out to urinate, which took him longer than usual, and his urine was dark yellow (which is an indication that he had been holding it all day).
I understand the hospital policy of not taking a dog out under "normal circumstances" but this was not "normal".in a normal situation, the doctor would have seen Yoshi at the appointed time and there would be no need for the attendants to take him outside to use the bathroom; the timeframe in a kennel would have been acceptable. Furthermore, it was not Yoshi's fault that an emergency surgery diverted the doctor from Yoshi's scheduled examination. Banfield should make an exception for situations like this; changes in the schedule due to unforeseen occurrences. Another option that should be considered is calling in another doctor to have the exams done in a timely manner. To be honest I am not sure what Banfield should have done but I do know that this type of treatment to Yoshi and any other animal is inhumane. I have heard of many cases where pets develop kidney problems stemming from them being forced to hold their urine all day; especially if that's not what the pet is use to.
In lieu of calling the humane society, the media, and the police I suggest you modify your policy when there are circumstances that are beyond the pet's control. All animals are not kept in a cage and are not allowed to hold their urine for an entire day with no relief.
I was so upset that I left without getting his flea and heart medication and to be honest I don't believe they examined him at all. I do not plan on revisiting Banfield Animal Hospital again and am requesting that you provide me with a prescription for the Advantix and Heart Guard medication that my dog needs to continue to be healthy. I am also requesting that I receive a prorated refund for the remainder of the Wellness Plan that I purchased since it does not expire until September. One of the reasons I chose Banfield is because of... If your policies don't adhere to the needs of the pets, but only are a matter of convenience to the employees and is a direct reflection of the corporation as a whole, I think pet owners all over the world need to know this; this includes the humane society, the media, etc.
I look forward to a response.
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