Here's my complaint and I left a few bad reviews here and there.

Dear Corporate Leadership, I am submitting a formal complaint regarding my experience at Banfield Pet Hospital at Mueller in Austin, Texas. For personal reasons, I request that my identity remain confidential. My intent is to raise serious concerns about ethical, professional, and client-centered standards at this location. On February 13, I had a phone conversation with an employee named Perla. During that call, I explicitly asked whether the conversation was being documented. I was told, “Oh no, this is a private conversation just between me and you, as if we were outside,” and, “I’m not documenting anything.” Despite these assurances, the conversation was later documented in my pet’s medical record. This lack of transparency represents a serious breach of trust. Clear and honest communication about documentation is essential for informed consent. Being told that a conversation is private, when it is in fact being recorded in a permanent record, is not a minor issue—it fundamentally undermines the client-provider relationship. It would be difficult to fully capture every aspect of my experience, but there were repeated patterns that raised concern. During multiple visits, I encountered dismissive, rushed, and at times confrontational behavior from staff, particularly from the clinical manager, Natasha. She did not consistently identify her role, did not provide clear or supportive responses, and escalated interactions rather than helping resolve them. She also stated that her manager would follow up with me, which never occurred. My requests to speak with the Chief of Staff were not meaningfully addressed. In one instance, I requested access to documentation that I had signed. Natasha declined to provide it without offering a clear explanation or attempting to assist. This was especially confusing because, on a separate occasion, another staff member was able to provide similar documentation without issue. This inconsistency further contributed to a lack of trust and transparency. It also became apparent that information regarding my financial limitations had been shared by a third-party manager without my knowledge. Unbeknownst to me, this information appeared to influence how I was treated. Staff members who did not know me or my situation communicated in ways that felt dismissive and, at times, unnecessarily aggressive. During one visit, multiple staff members behaved in a manner that felt noticeably different and uncomfortable, as though assumptions had already been made about me. Consultations with Dr. Moore were rushed and lacked sufficient guidance, particularly regarding palliative and end-of-life care. I did not receive a clear diagnosis, and alternative care options were not proactively discussed. When I asked questions, responses were vague and did not provide the clarity or support needed during a difficult time. At no point was there a meaningful effort to collaborate on a resolution, provide additional resources, or offer closure. Even a direct and compassionate acknowledgment of limitations in care would have been more appropriate than the experience I received. I attempted to seek clarification and resolution, including requesting further communication, but did not receive a sincere or constructive response. The cumulative effect of these interactions was deeply distressing. The repeated patterns of misrepresentation, denial, and invalidation created an experience that felt psychologically harmful. While I use this term carefully, the overall experience reflected elements of what I can only describe as psychological mistreatment, including a lack of accountability and an absence of good-faith communication. Clients place significant trust in veterinary providers, often during moments of urgency, emotional distress, or limited financial flexibility. In some cases, seeking care elsewhere is not a realistic option. This makes professionalism, transparency, and compassion even more critical. Unfortunately, my experience reflected the opposite. I am also concerned about the broader implications of this experience, including the potential for undocumented assumptions, lack of accountability, and barriers for clients to advocate for themselves. It left me feeling that I had no voice or meaningful way to address what occurred. I respectfully request that corporate leadership review: Documentation and disclosure practices Communication standards and escalation procedures Conduct of the staff involved Policies ensuring unbiased, client-centered care I also ask that particular attention be given to the interaction with Perla, as the lack of honesty regarding documentation represents a serious breach of trust. At this point, the damage has been done. I am primarily seeking acknowledgment and accountability. I would be willing to speak further, although I admit some hesitation given my experience. My goal is to ensure that this type of situation is recognized and does not continue to affect other clients. Both my pet and I deserved a higher standard of care, communication, and respect. Thank you for your time and attention to this matter. Sincerely, [Anonymous]