PetSmart

My name is Rachel Bentley and I have been a loyal customer since about [protected]. My last pet received nothing but the best of care and inspired me to consider yall part of the family. Last October we purchased a new pet named Dolly and took her to the office to schedule an appointment in person, in part because no one would answer the phone. Once there we met a nice young man who booked us for an appointment two weeks out. When I showed up to that appointment I was told that no such appointment existed and that they could fit me in Nov 19, 2020. We got our visit, first shots and signed up for the well ness plan. At that time I tried to book her spay appointment only to be told to call back later. I called back later that month and the receptionist told me to call back in Jan 2021. In Jan 2021 I called back and was able to book spay appointment on March 26, THREE MONTHS AWAY. ON March 26 I brought Dolly in and was told that the MD that day could not perform a [procedure they recommended with a spay called a nasal dilation - my pet is a pug. So they cancelled me and told me to call back and reschedule. I called back again to reschedule and was able to get May 11! The office started calling me to confirm appointment Thursday, May 6- I RE-confirmed an appointment I've been trying to make for 6-7 months. On May 10 they left a voicemail to confirm again and if I didn't confirm my appointment would be cancelled. I called back to RE CONFIRM yet again. On May 11, I showed up to the vet, only to be told that they were cancelling A G A I N. They said they would call me back with next available spay appointment. I am livid with how poor our care has been the whole time. There are either too many clients they cant support them or the office manager is terrible and there is always staff turnover in which case no one is ever well trained and competent. Today, I spoke with Vonda at the hospital services line in an effort to cancel out wellness plan. I was forced to pay out of it even though this company is not able to fulfil their part of contract in a timely manner. There is so much wrong with this office that if it continues I worry about job security for theme as well as pet/patient safety. I feel that I should not have to pay to cancel and yet should in fact receive a refund for payments from Jan 2021-april 2021 since we could not bee seen or fit in the schedule on their part. Vonda did the best she can, she is innocent in the case. However, I did report this company to the Better Business Bureau, and still would like a refund of payments totaling jan-april 180$ PLUS the cancellation fee of 275.70. I am asking for 455.70 total. Vonda Finally did offer me the option of going to another Banfield pet hospital but I am just so disgusted with the whole system that is sounds appalling. She also suggested that I email you as well, to see if anything further could be done.

Looking Forward to your input,

Rachel Bentley
2230 Fox Ave
Nashville TN 37210
[protected]