At about 1 pm on May 10, 2010 I rushed my dog to Banfield, Petsmart in Humble TX for a medical issue.
My dog, Tango, was in a play yard at the pet resort where I work and something happened that made him start wailing. A colleague of mine was with Tango when he suddenly started yelping and wouldn't put any weight on his front right leg. I gently looked at his leg and felt his hip area but I could not determine what had caused him such pain. I looked all around the area and found a strange critter hole in the grass area where Tango was standing when this happened. My concern was that something had possibly bit or stung him in his paw pad and not knowing what it was I decided to take him immediately to Banfield to have a veterinarian look at the area. I had to carry him to the car to get him to the vet and by the time I'd gotten there he seemed as if some of the pain had subsided. I looked in his paw pad it was quite red and inflamed.
I approached the receptionist and explained what had happened. I told her I have the wellness insurance program and was requesting a veterinarian to take a moment to do an exam on Tangos paw. She told me the doctor was wrapping up a surgery and then would be going to lunch and couldn't see patients until 2pm. I asked her to explain the situation to the vet as I was certain he would be concerned enough to take a moment before going to lunch to make sure my dog was ok and could wait until 2 pm for a more thorough analysis. She disappeared into the back and emerged a minute later telling me that the vet wouldn't see my dog until after their lunch. I pleaded with her pointing out that it would only take five minutes at the most for the vet to look at Tango's paw. Once I was assured it wasn't something like a serious *** or sting or broken toe I would have waited until they had their lunch. Again she claimed "the doctor is going to lunch and won't see clients until 2pm."
I am an Assistant Manager at a pet resort, a previous zookeeper of 13 years and have dealt with veterinarians my entire adult life. I can say that I've never heard someone who vows to care for animals say their lunch was more important that the welfare of an animal, especially one that is hurting. I am completely outraged by the lack of compassion, professionalism and not to mention horrible customer service shown by this clinic and its employees. I've got several rescue cats, 3 of my own cats, and 3 dogs, all of which were Banfield clients. I've always used Petsmart for all my pets needs, our kennels needs and have actually told people about the Banfield Wellness Plan and what a great deal it is. I can say now that I will notify all my clients who use Banfield and let them know my experience and how Tango and I were treated.
Drs Name was Dr. Dubuisson
Product or Service Mentioned: Banfield Pet Hospital Pet Vaccination.