Banfield Pet Hospital review: Injury that occurred at well visit

My name is Victoria Sturkey and my dog's name is Luna. On February 6, 2023 at the Banfield North Wales location my dog was injured while having her nails clipped. She was there for her well visit and did very well with her shots as usual per Dr. Trina Mathis. She then was having her nails clipped by a tech! My daughter was with Luna at the visit and heard a thud but didn't think much of it until they brought Luna out to her and Lindsey noticed a big red mark on her head straight back to her ear being bright red too! Luna also had a small cut above her ear. Naturally Lindsey asked what happened and they said Luna was flailing around while trying to cut her nails so they decide to muzzle by dog who has never worn a muzzle before and she hit her head on the floor.

Judging by the mark on her head, which eventually turned black and blue and swelled, we were confused! Lindsey was told that Luna's chart stated Luna was a bite risk, which is absolutely not true and we have never been told of such a thing! We don't understand why Luna would act that way as she's never had an issue before and why wouldn't they have just gotten my daughter if she was so stressed out? Why would they muzzle my dog without consent?

Keep in mind, when they did bring Luna out to Lindsey she had to ask what happened, they didn't say a word to her until she noticed it. I think this situation was not handled the proper way, which resulted in my dog having a contusion on her head and scared. Lastly, I received a call from Amy the next day to ask how Luna was doing from her shots. I explained how upset we were about what happened to her injury. Amy said she would pass it along to the manager, Courtney! She apologized and said Courtney would be calling me. It's now Friday the 10th and I have yet to hear from them.

Thank you, I'm advanced for looking into this. I look forward to hearing back, hopefully in a timely manner! I tried to attach photos, but not sure if they are working. Victoria Sturkey
[protected]@gmail.com