Banfield Pet Hospital - Bayridge Avis 1

I made an appointment in person at your Trail BLVD, Naples, FL location for Mason to receive his second flu vaccine. I had all of his paperwork.

I explained what I was coming for. I was given an appointment time. On appointment day, I sat there for 30 minutes as the vet tech fumbled his way through the paperwork, only afterwards to tell me that it was a drop off appointment. I was confused because I didn’t know what he meant, and when I asked if he meant for me to wait in the waiting room or if that wasn’t okay, I could wait in my car; he said no and that he would call when Mason is ready. I asked him to elaborate because with an appointment time, I did not expect to be waiting long. He said that he would call when Mason was ready to be picked up and that it would be about two hours. That is unacceptable. I was never told that it was a drop off appointment. Why would I leave my dog in a place that he’s never been before for two hours, let alone for two hours to get a vaccination that takes less than 30 seconds to give?

Before leaving the parking lot, I called and asked to speak to the office manager; who’s name was given as Cheryl. I explained to her all of the aforementioned.

She explained that vaccinations are called something different in each state and that may have been one reason that the vet tech had a bit of an issue fumbling through the paperwork. Scientific names were used for everything on the paperwork; names that everyone behind the counter should recognize. Influenza is the name of the RNA virus—-that doesn’t change from state-to-state. Why did I have to constantly repeat and point out on the paper that Mason had the first influenza vaccine when it is there clearly in print on his records?

She said that she would speak to the person that made the appointment, as it should have been explained to me that it was a drop off appointment.

She further explained that Mason had to be examined by the doctor before getting vaccinated because that’s the law. That wasn’t explained to me, but that’s fine, I had no problem with that. What I do have a problem with, is you all overbooking yourselves beyond servicing capacity. Cheryl went on to say that she would like to get Mason in for his appointment but cannot guarantee what time they will get around to me, it could be 30 minutes or more. At this point, it was 4:56 p.m.

She also went on to say that most vaccinations are drop off appointments because they like to keep the dog for observation for reactions. If Mason had any issue with the ingredients in the vaccine, that would have precipitated itself the first or second time. His immune system has already started antibodies, clearly there is no concern for an autoimmune reaction here. Furthermore, I simply could have been asked to wait with him for 15-20 minutes in the car in the parking lot. She then came up with another excuse about the drop off appointment saying that most of their clients prefer to leave their pets and go about their day. I am not most clients. I like to be as present as possible for Mason’s care; he is like my child. As I had already told her, I was not going to leave him to be placed in a back room kennel for God only knows how long, until your vet decides he had time to get around to him.

She also went on to say that the COVID-19 cases have been going up in the area as far as me not being able to be in the room with Mason. I never had an issue with that. That’s how my vet is at home; the vet tech comes out to the car, takes the dog in, and brings them back out to the car when the appointment is completed. I had no issue with the social distancing measures in place that would not allow me to be in the room due to COVID-19, as I myself am a medical student and published researcher on COVID-19. As someone in medicine, who has worked in infection prevention and control as well, dealing with the likes of C. dificile and viral outbreaks in ICU units; I get it. Also, if you’re really concerned about Covid-19 you might want to enforce those signs on your doors and counter that say customers are welcome in the waiting room as long as they have on masks. There was a customer in there before me talking with the staff and waiting on his dog, as well as talking to the doctor; and he never had a mask on.

So now at this point, I don’t trust you all to take my dog out of my sight. So that leaves me in a tight position of not likely finding another veterinarian clinic this late in the day to get Mason’s booster in time.

If I have to start over, you all will be footing the bill for the first vaccination because I specifically explained that his booster was due today when I made the appointment in person on Tuesday the 3rd.

Is this what you all identify as good customer care and service?