Banfield Pet Hospital review: Local customer service

I pay approximately $400 per month plus an additional approximately $600 2X per month for basic care for my animals. Point is; I am a good customer. Banfield Watt Ave Sacramento Ca used to be respectful and kind. I have noticed a significant change. On more than one occaision I have been spoken to in a rude and condensinding manner- (talk to the hand; let me pause you- not listening to what I am actually saying and interrupting me to give me irrevelant lectures without address simple yes/no questions-rude tone of voice and hanging up on me. Last time I was there the customer service person was in such a hurry that she did not have time to set an appointmnt for another pet while she spent about 10 minutes explaining to me her perspective on the patient before me who had an issue that she wanted to resolve. I had to get someone else to set the appointment for me. Today; I called to change my pet's appointment to include teeth cleaning. Months ago I had upgraded two plans, one of which was hers (after a very long process); it turns out that my pet's plan was not upgraded after all (even after spending almost an hour getting it upgraded)- so I asked to speak with the manager becasue I wanted to verify everything before upgrading an d the customer service person hung up on me. I called back and asked to speak to the manager. This manager was rude, condenscending, lectuing- all wanted to do is 1. make sure the plan is upgraded 2. change the appointment to include the cleaning 3. ensure I would not be charged for the cleaning on top of the monthly payments since she told me to wait until the day of to upgrade. (I am often charged extra, or given the wrong medication, ...there are allot of "glitches" at this location but I am a very patient person and I do not complain. However, when staff add rude, condenscending tone of voice, talk down tot the customer, over explain and then over explain about things that are not even relevant to the customer's requests orquestions it is very, very offputting. Something has changed this last year compared to my previous visists and this policy of being rude, condenscending, lecturing, over explaining, eye rolling (that happened on another occaision) and taking up loads of time from the customer's day to address simple isseus is a very strange one in deed. The reason I have not changed Pet Care Plans is because I have 7 pets enrolled with Banfield which I would think could garner some appreciation) and that will be an ardous endeavor; however, I do not beleive I can allow myself to be bullied like this anymore. I hope the staff attitude changes. I am trying to get appropriate care for my pets; thats all. I'm not difficult. I am polite. I am patient. I have to work also just like they do- I don't get paid while they take theire time to berrate me; but they do get paid- I don't know what has changed with Banfield. Possibly poor morale at the facility. I watched a customer who was before me get the same demeaning beratting bullying treatment (as mentions above, that pereson then had no time to set an appointment for my pet becasue she was so preoccupied with the customer before me-who was about my age or older- yes, I am "mature" but i still work as a licensed clinical psychologist and as much as they want to have thier time respected, my time requires that I show up for my client's appointments on time . Anyway, there must be something going on there to make the customer service people treat thier paying customers who love thier pets this way- It is a definate change from18 months ago--I have been with Banfield for about 7 years- the first 5 were greate- then there was a customer service person who was absolutely abusive- the new one's seem a bit nicer, but honestly, hanging up on a customer just because they ask to be transferred to a manager ; and the manager then uses a condenscending tone of voice with an uncessary lecture? She was also very defensive when I told her how the origional customer service person treated me- it just does not make sense. Something that could easly take less than 5 minutes tool a huge chunck out of my morning. If this doesn't change, I am leaving along with several multiple pet owners in my neighborhood. It is just wrong to treat paying customers this way.