Banfield Pet Hospital - Alcoa Avis 2

We have used Banfield for 13 years, 3 dogs and several locations and found the service overall to be professional. We have used the last location since 2019 and found the staff really knew our 2 dogs we could discuss the animals with them and could plan their care as a team. This past year we had one very old dog left and thing had changed. We took him in and they were not rude but he was evaluated by a check list as if they did not know us, him, or his history. When he started old age issues we tried to discuss this with this new staff and again it was a check list not an overall comparison of where we have been and where we are going. We asked for an evaluation of his nervous system and suggestions in the past we would have valuable discussion what we got was take him he is not in pain (but he was in pain). When his condition became so severe he could not stand on his own we brought him in and basically we were told to take him again and see what he does, We knew he was hurting and made the need decision to assist him. I was told we would receive his paw print and he where his ashes would be scattered, I waited over 2 weeks called hospital and they did not even recognize the request. They had to call me back to tell me I had not ordered an urn??? I told her we never discussed an urn I was promised his paw print and I wanted to know where it was. She said I will call you back - they have not called back and I know they did not keep a paw print. No apology no redress. If I do get another pet I will not use Petsmart or Banfield because much needed kindness and consideration are gone

I have been reluctant because I really hate to say anything bad about anyone.
However, my elderly, small Maltese was severely and permanently damaged when we took her in for her regular teeth cleaning. When we picked her up 8 hours later (and I HATE doing that!), she had a terrible, aweful, hacking, gasping cough. We didn’t drop her off that way. After 24 hours of trying to see if it would “go away,” ad the Vet said, we had to take her back in. Needless to say, over $600 later, and a permanent damaged dog, it was determined they had literally ripped a hole in her esophagus. Is this normal? Routine?? Why? And when it was determined that YOU did this, I still had to pay for all the extra damage you did. Why?
Yeah. She hasn’t been back. And when we talked to corporate Banfield, they refused to refund the expense even after they admitted it was their fault, saying it was “routine” for that to happen to small dogs.
No. Just no. Ever. Again. Never.
If you want to follow up with me, since already got your stance on no refund, just send a check.