 Barked: Thu May 28, '09 6:53pm PST |
 | |  | | Before you read this, please look at my dog's picture enlarged on her dogster page. In the corner of her main picture is a picture of her eye a day following surgery.
My dogs have a sweet, wonderful grromer who they love and does a fantastic job. She is manager of the grooming salon at Petsmart. Unfortunately something happened to my 6 lb. Shih Tzu 2 days ago when she got groomed. I am not sure what happened, but when we were on our way home I noticed her eye was red. I thought maybe it was irritated from the shampoo. I got her home, fed her and cooked dinner and then noticed her eye was all swelled up and blood shot. I called the groomer, but she had left for the day, but was told to clean it with saline solution.
Then, I spoke to the manager who remembered the dog being groomed, so she knew it was not a preexisting condition. She told me to bring her to Banfield Clinic at Petsmart the next moring. I told her I have my own vet I like and was a lot more affordable for me and she told me this would be all paid for by Petsmart and if I needed to bring her to emergency animal hospital not to worry, it would be taken care of, the most important thing was to take care of my dog.. Later, the groomer called who also assured us that Petsmart would handle the financial aspect of this, just make sure the dog gets the care she needs. We got through the night and got her to Banfield at Petsmart.
Of course, the Banfield Vet was as incompetent as I figured which was the main reason I did not want to go there. He diagnosed the problem correctly, but said without anything other then a quick look, it could have been caused from stress. One thing is my dog is not an uptight dog and she loves going to groomer, but moving on from that.
The Banfield Vet sent us immediately to the local veterinarian ophthalmologist as her eye had come out of the socket. This specialist would be the best person to save the eye. They saw her immediately. As soon as the doctor looked at the eye, she said, this happened from a trauma to the eye. In order to save the eye, she would have to have it operate immediately.
We assumed based on what we were told by manager who was filing an incident report as they were arranging the specialist appontment that Petsmart was going to pay for this, but the specialists office asked us to pay for it and seek reimbursement from Petsmart ourselves. When we got home, we spoke to the groomer about how the dog was doing and we asked her about how do we seek reinbursement. She put us on with the manager.
This is when everything changed. This was a different manager. He told me, he was the store manager and that nobody had any right to say that Petsmart would reinburse us for this and that he only paid for Banfield as a courtesy to us. I replied, you mean to tell me, this was all arrange for us to go to this place by Petsmart and we were told this would be taken care of, so we borrowed money from people on the agreement that we would pay them back as soon as we were reinbursed and now your telling me, I was misinformed. His reply was you can forward me a copy of your bill and I will send them to the corporate office, but that is all he can do and that no one has the power to authorize any payment for this.
I did make a call today to the Petsmart Corporate office and was told this would be looked into, I am writing this in hopes that someone has some advice as to how to proceed. My beautiful baby is going to require several weeks of care by this specialist. Will likely be blind in her one eye and require eye drops to lubricate her eye for the rest of her life as her tear duct may not function right.
I don't blame anyone. Accidents happen. I just want this dog taken care of as promised and as it should be. And I want Petsmart to look into the operations of their grooming salons. Because I know for a fact the groomer was interrupted continuously by people while she was grooming my dog whether it was by her employees needing help, the phone or store customers admiring my beautiful dog wanting to ask about her.Edited by author Thu May 28, '09 6:58pm PST
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