PetSmart

Brought my dog in the night of 8/12, scheduled pick-up morning of 8/16 at the Brea, CA facility. Staff was always polite and professional. My issue is that I did not get what I was sold. I was very hesitant about boarding my dog (first time). I looked at many places before deciding on Petshotel. Deciding factor 24/7 vet. That gave me tremendous peace of mind and I am a Banfield member, so my dog is familiar there, less stress. The morning of 8/15 I get a call that my dog is ill and needs to see a vet BUT must be taken to an outside vet because THAT DAY Banfield corporate decided to close all offices nationwide. I am thousands of miles away tending to an ill friend. I'm out of options. So, here comes a stressful time for my dog and a vet bill for me. I did not sign up for this and am livid. I understand that Banfield and Petsmart are separate companies but if you partner your marketing strategies together to garner my business, then it is YOUR responsibility to deliver what you SOLD me. It's YOUR responsibility figure it out with Banfield. If a major change is going to happen, then Executive Management needs to plan better and communicate that to customers BEFORE selling them something else. Their cost savings is not MY nor my Dogs problem. As an added bonus, my dog came home with kennel cough, another vet bill. My bill was $389. $250 of which was for the outside vet. I have yet to see the total bill for the kennel cough, as my dog is still hacking up a storm.
First time I leave after the pandemic to care for an ill friend, after losing two family members. I was terrified to leave my dog anywhere but thought I was doing the right thing if she had care just steps away. Boy, was I wrong. My dog truly is the family I have left. I let her down and you made this trip so hard on me I cannot put it into words. I just want JK Symancky to know his management team really messed this one up. It hurt people and pets. Bad communication! I received a polite email from Megan Honeyboure telling me the companies were separate and she was sorry I was unhappy. (Not sure what I am supposed to do with that but at least she responded). Again, the staff was always polite.