POOR CUSTOMER SERVICE
I purchased a Wellness Program for Toby, the youngest of my 4 dogs, back in November 2022; his first visit to our local clinic located at 1758 Sheridan St. in Hollywood, Florida went well. I scheduled him for a dental cleaning the following week, and left him at Banfield early in the morning. In the afternoon I took another one of my pets, Jesse, male Yorkie 17 yrs old for a consultation. I was concerned that his pancreatitis had returned. I enrolled him online into the Optimum Wellness Plan prior to his visit. Everything went well until at the end, while standing at the counter to sign and pay, I noticed that the promo code on Jesse's enrollment had not been
applied. The receptionist called someone else, a technician named Johanna to assist.
From the beginning this young lady was rude, dismissive, impatient and standoffish. I had saved Jesse's enrollment on a Word document in screenshots, and when I mentioned I could send them the email, Johanna made a grab for my phone
without asking for permission. Have you ever ran into someone in customer service that makes you feel with his/her attitude that you are wasting his/her time? That was Johanna. She shouldn't be dealing with customers, and at the least she should be re-trained. I called and emailed banfieldcares to complain.
Today I took Toby back to Banfield Hollywood Beach to get an allergy shot; the appointment was for 10:30 am and I assumed it was to be fast and painless. No such luck. I walked in, and the young lady looked up Toby's appointment and told me the technician that would see him was none other than Johanna. I asked for another rep by name, and she was busy. As a matter of fact everyone was busy, even the office manager, except for Johanna. I asked for another appointment, and was given one for next Friday 12/30/22 at 5:00 pm. When I protested, the receptionist 'found' another spot on Monday 12/26 in the morning. While all of this was taking place, the receptionist (I did not get her name) kept on asking me if I was recording her, because I kept on looking at my phone. She asked twice and the 2nd time said something like: 'Because if you are recording
me I am going to have to...' and I interrupted her and again told her no. I invest in the stock market, and I was watching it constantly, therefore she assumed. I don't need to explain this to her, and she bordered on the impertinent.
I did not write a review before today, as I usually just shrug off bad customer service, sadly as a part of everyday life nowadays. But not this time. Banfield management, please pay attention, and take preventive measures. It is a shame that such a nice office filled with mostly good vets, good people and good plans does not take the necessary steps to
prevent situations such as these. Good customer service is not dead. It is not old fashioned to expect it. It should be your number one goal, the goal via which you will continue to get new business and keep your regular clients recommending you to everyone they know.