I am writing this letter to express to you my disappointment in the way the staff at Benfield Hospital at 160 Wadsworth Blvd Denver Colorado handled my emergency. I had held a wellness plan for both my dogs Spike and Petey for five years and had just enrolled our new puppy on a plan.
On January 21, 2013 my dog Spike was attacked and needed to be seen, we drove to Banfield where they took spike back to check him out and five minutes later the staff brought him back still bloody injured eye exposed and told me the doctor was not there to perform the surgery he needed to remove his injured eye and I would have to take him to a different hospital. I was sent to Access Emergency Clinic where they did nothing for my dog because there main concern was how they were going to receive payment so I was sent to another clinic where I was forced to put Spike down because I only had half the payment. After five years of taking my pets to Banfield I had hoped they would have offered to contact the Dr and see if he/she would come in or see if another Banfield hospital would keep him overnight till the doctor was in. The staff at the 160 Wadsworth store didn’t even offer tissue to wipe the blood from his face or lightly bandage him so that myself or my son wouldn’t have to look at him with his eye hanging and bloody.
I have never missed a payment on the occasions that I didn’t have full payment when they were seen and needed medication I made payment arrangements at the clinic I always paid any outstanding bill. I am heartbroken and our family was devastated by the loss of spike he wasn’t just our dog he was a part of our family, we would have paid any amount to have him still here with us. When I called to ask to remove my pet from his wellness plan the customer service rep begins to berate me telling me even if the doctor was available we would have only gotten a discount on services. With the discount we would have received at Banfield we would have been able to arrange payment.
I am so disappointed that we were treated so callous as if Spike didn’t matter. I understand that the clinic’s and hospital survive on the money there are paid but after five years of monthly payments for two dogs I just feel more could have been offered by our home clinic to help Spike. This tragic moment in our lives is burned into our hearts and minds forever, the staff did nothing to help make it easier all they did was send us to a strange place where we weren’t known and weren’t offered any way to arrange payment so Spike could receive help. I am a true animal lover my pets are just as important to me as my children, it is my hope that one day there will be better trained staff in the vet hospitals and clinics who understand that it is hard enough seeing your pet injured pet parents should be treated with much more concern.
And that the first priority should be helping the injured pet not worrying about payment. It is because of this incident that I have removed my two other dogs from there wellness plans and won’t use Banfield again and am asking my friends and family who I always referred to Banfield not to use Banfield either Sad & Heartbroken Maria Arguello
Product or Service Mentioned: Banfield Pet Hospital Pet Vaccination.