Menu
Banfield Pet Hospital
Banfield Pet Hospital Customer Service Phone, Email, Contacts

Banfield Pet Hospital
reviews & complaints

www.banfield.com
www.banfield.com

Learn how the rating is calculated

2.3 526 Reviews

Banfield Pet Hospital Complaints Summary

174 Resolved
348 Unresolved
Our verdict: Engaging with Banfield Pet Hospital, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
Verified
The authenticity of the customer service contact information for Banfield Pet Hospital has been meticulously verified by representatives from ComplaintsBoard using our proprietary verification system.
Get notifications about new complaints and reviews of Banfield Pet Hospital. We promise not to send you any unrelated messages.
Share
Claim Your Business
Take control of your profile: address complaints and engage with reviews
Write a review File a complaint

Banfield Pet Hospital reviews & complaints 526

Filter reviews by rating
5
0 review
4
0 review
3
0 review
2
1 review
1
3 reviews
Sort by:

Newest Banfield Pet Hospital reviews & complaints

ComplaintsBoard
V
12:28 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital awful company

I took our pet for an office visit and several times declined their "plans" but they wouldn't give up! They just kept asking if I wanted the plan for $442 or the one for $514. And these prices didn't include the medication they were suggesting.

Since they were so determined that I was going to give them some major money, they charged almost $70 for a 3 day supply of ear ointments, in addition to the $45 charge for the visit. I got no refills, of course, so my dog will have the same problem in a few days unless I put up with the sales pitch again and pay another $115. And buying one of their plans wouldn't even help with the cost, since the meds are not included and are ridiculously over-priced - from Banfield's own Glenhaven brand, so they profit from anything they prescribe, also.

Too bad they can't care half as much about a pet's health as they care about filling their pockets. I've had dogs all my live and never objected to paying a fair amount for pet care, but this is a rip-off. I'm out a good chunk of hard-earned money and my dog's problem is not even solved. Obviously, I'll never go back.

Read full review of Banfield Pet Hospital and 6 comments
Update by Valerie
Oct 22, 2008 11:45 am EDT

I took my 11 wk Dalmatian puppy in to Banfield b/c she had a small lump on her neck that seemed to be tender when touched. The attending vet looked at her & immediately told us it was cancer & said that it needs to be surgically removed IMMEDIATELY or that my puppies life was in danger. For some reason, in the back of my mind I did not believe the lump was cancerous at all. I had to ASK THE VET for an anti-inflammatory to try to bring down the swelling. The veterinarian was very rude and condescending when I would ask her questions about my puppies' health.

She gave us a weeks' worth of anti-inflammatory & an antibiotic & we scheduled the appt for surgery, b/c we didn't know what else to do. During the course of the next week, the bump started to get smaller, so we decided to take Kali to another vet to get a second opinion.

This vet was EXTREMELY thorough & even withdrew fluid from the bump & sent it to the lab to be tested, a procedure that the vet at Banfield told me was not possible. The results came back today, & the lab determined that the bump is an inflammation & has absolutely no cancerous cells whatsoever.

Banfield wanted to put my 3 month old puppy through a surgery that was not necessary at all. They determined that the bump was cancerous based on absolutely no medical findings. I will never take Kali back to Banfield again!

Hopefully this review will save somebody from the stress & worry that I went through to find out her bump was nothing! Luckily she is all better & happy as can be.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
6 comments
Add a comment
C
C
cheecharella
Palm Desert, US
Dec 23, 2012 7:54 am EST

Banfield are ###, thieves. Solicited HARD for me to purchase Well-care plan when in Los Angeles Banfield emergency for one of my dogs literally on way Moving to another CA city 3 hrs away. They ASSURED me there was a Banfield in that well known city, and that I'd need a vet there under health circumstances of dog. True, so I bought plan. When in new city looked up location of Banfield. Nearest was 1 hour 45 min away! I called LA Banfield that sold it and they agreed I should be allowed to drop but could do 0 but give me 'corporate' number, who REFUSED to let me out of plan. They continued to charge my cr card for ea month for duration of yr long plan until I thought to change my ATM visa card so they could no longer bill me. Sadly they had gotten majority of the 'plan' pymts, Still for the one month they could not bill they ruined my credit by still refusing to conceded they sold me a service they did not OFFER. They may as well have sold me a cruise ticket for a ship that did not exist. This yr, 3 yrs later, they opened a Banefield here in the Petsmart. I tell everyone I can: stay away

R
R
rachel614
Alexandria, US
Nov 21, 2009 10:57 pm EST

you go banfield nurse. once again, if you can't afford pets, and give them a healthy, long life, don't have them. it's not banfield's fault that your dog has an ear infection or needs ear cleaner. it's your fault for bringing your pets into an environment with unclean air.

also, no banfield is going to keep begging you to sign up on the plan. we honestly could care less if you say no the first time. even though it is a great deal, and saves a ridiculous amount of money, we could care less if a client like you signs up on a plan or not.

R
R
rachel614
Alexandria, US
Nov 21, 2009 10:46 pm EST

Ripped, your comment isn't that smart either. Banfield Nurse is right. You can't judge a whole company by one dr. i know that you can't judge a bump or lump just by looking at it or touching it. you have to draw fluids from it and send it off to be tested. that is the ONLY way to see if it is cancerous or not. so, whoever told you it was cancerous without taking a piece of it must not have been a dr. it was probably the nurse or even the front desk person for that to happen. and for you to "have to ask" the dr for medication, that can't be right. you either didn't give the dr a second to offer any type of medication or the dr didn't want your money.

R
R
Ripped1
Springfield, US
Sep 16, 2009 11:38 am EDT

You were one of the lucky ones. Thank goodness you were able to get to a competent vet. As far as the useless comment above made by a Banfield nurse what would you expect. Certainly one can see by the hundreds of complaints on Banfield they should be put out of business.

B
B
banfield nurse
,
Nov 05, 2008 2:25 am EST

Don't judge the whole practices because of one doctor's mistake, yes i know he is wrong and should have adviced u to do an Aspiration biopsy. but this doesn't make all of banfield's practice bad because of a dr's mistake.

B
B
banfield nurse
,
Nov 05, 2008 2:14 am EST

OK, not because i work for them i would say that, but i did work in a nice looking highpriced emergency hospital and other general practices.
The plan is a great deal, why because for the retail value u pay only 50% for the services u get with the plan not to mention office visits are always FREE, meaning if u go there lets say 7 times a year u already got ur money back just from the office visits
Come on there is no vet hospital that would give u free drugs, also the medication price is within reasonable price, DO UR RESEARCH FIRST BEFORE SAYING IT IS A RIP OFF.
also working in other hospitals never seen free services been done to animals they charge u for every thing and u have to pay 50% upfront or LEAVE. u know how many times we helped owners who can't afford estimates specially if u r one of our plans client, that u don't like.
just today our Dr. insisted on giving free medication worth of at least 50$ beacuse the owner couldn't afford it, also free xrays for another pet. SO PLEASE DON"T SAY BANFIELD IS TRYING TO RIP OFF SOME ONE< WE NEED TO MAKE MONEY TO SURVIVE LIKE ANY OTHER PRACTICE AT LEAST WE R PROVIDING A FFORDABLE SERVICES AND COPASSIONATE CARE.

ComplaintsBoard
V
7:33 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital rip off

They actually refused to treat my cat unless you pay $400 up front! They do not examine your cat, they just don't care! I complaint to the company and never follow back! Do not go there! They are so unprofessional, i would never advise you to go there, they do not know what they're doing, don't buy any ''welness plan'', they will try to get you to buy it, it's rip off.

Go to anther vet, do yourself a big favor, these people are not qualified to touch your pet, shame on them!

Read full review of Banfield Pet Hospital and 12 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
12 comments
Add a comment
J
J
Jimmy Barlas
South Daytona, US
May 10, 2009 7:40 pm EDT

The Banfield Pet Hospital in Daytona Beach is nothing but a scam to get you cash.I took my dog there for an ear infection, it was on a sunday the only place open.They diagnosed him, prescribed medicationat a cost of $149.00.Yesterday when i went to take him outside i noticed his ear bleeding, so i called, they said no problem bring him in .So i didand thats when they tried to screw me to the wall. They examined my dog, and the tech said she wouldbe right back with a plan.When she came back in the room she told me my dog needed surgery right away at a cost of$1360.70 to$1700.87. I told her she was out of her tree, but before i could leave they made me pay for the office visit$33.95.So i paid for the same diagnostics twice.So when i left there i went to Val-u- vet around the corner .They diagnosed my dog, treated him with a shot of penicillin .and cleaned his ear for$86.60 The dog is feeling better, im happy .The lesson is Stay away from Banfield Pet Hospitals .This one needs to be investigated by the state of florida

S
S
StaN80
, US
Dec 01, 2009 8:00 am EST

This place is a total rip off. They were more interested in running tests (spending our money) than treating my dog and at the end of the day transferred us to an emergency clinic. Should have started at the emergency clinic to begin with, who would have thought it was cheaper. The tests Banfield sent to the emergency clinic were of no help to the emergency clinic and the EC vet did not even know why they were choosing to run the tests they were. EC vet started treating with antibiotics, even though she did not know the problem either, which is what Banfield should have done to begin with. If you care about your pet spend the extra money to take them to emergency, it will be cheaper in the long run! Banfield is AWFUL!

E
E
EdwF87
, US
Jan 05, 2010 7:37 am EST

Ok, so a year ago, on the 12th of December, I took my dog into Banfield because it was closeby work, I figured it was a decent place since I had had a dog before and had to give it away to a family member who said she gave it away to a vet thinking she'd care for it much better seeing as how the dog hadn't had its vaccinations with me. I was young and naive and thought Banfield would help with my new pet. They told me about a Wellness Plan and that it would take $22 out of my checking account on the 12th of every month to pay for all the expenses and care my dog would recieve. I signed the contract and the lady said I could renew it next year if I was satisfied with the service. So a whole year goes by that we do this and overall, I was satisfied, but I was not planning on going another year because one year of those $22 payments is $264. So Banfield made my last appointment with my dog on Dec 18th. I hadn't noticed the contract would end on Dec 12th, but I went anyways for the last one. My sister had to pick up my dog and told me they made another appointment for him in Feb 2010. I was confused...this was supposed to be the last one. I called Banfield and they told me that the contract automatically renews so to end the contract, I'd have to call customer service, which I did. I finally did my research and was upset at what I saw. All the things that it cost me to care for my dog was significantly cheaper anywhere else. I called to end the contract and they told me that the new contract had already started and my dog had already had an appointment using money from that contract. She said it'd be cheaper to just finish another year's worth of that $22 payment every month. I was obviously upset and asked if there was anything I could do to get out of it. She said I could pay for those months that I won't use. Paying for service my dog won't recieve? She said she could get rid of January and February's "payments" which brought it down to $197 that I could pay before March 5 to get out of the new contract. She said that in the meantime, Banfield would automatically take out $22 every month on the 12th out of my checking account. She said that it would make my payment lower, but I'd still have to pay for it. I don't know what to do. She's saying that in that one visit with a renewed contract, I've wasted $197 that I have to pay back to them. No visit is that much! My problem with this is that I can either pay the 197 for visits I won't use or I can go a whole other year with a total of 264. And if I pay for the 197 and take him to another vet, that's more money! It'll be cheaper for the things the plan hasn't covered, sure, but I'm not sure if it will be more than $60, the difference between the 197 or 264 I'll have to pay...ugh...i know i messed up. i guess i was desperate to not lose another dog to illness when there was a convenient clinic...what should i do? the only thing that absolutely *** me off is that banfield knew that by making the appointment a few days after the contract ended, a new one would start and i'd have this problem...

M
M
Mario
, US
Aug 23, 2010 1:48 pm EDT

I took my toy poodle to Banfield Sunday with an upset tummy. They did some initial tests found no parasites but wanted to do further tests. The initial "estimate" was $94.00 which seemed reasonable.

The doctor came in and check my puppy and said they needed to do an Iv for dehydration, xrays, led me to believe he may have "twisted intestines" so I had no choice on Sunday but to let them test.

The fial bill came to be $661.05! When I picked him up after 5 hours, he was fine and has been fine ever since. All he needed was something for his tummy. They wanted him on a Prescription diet dogfood for a few days and I had to buy that separately, nor did they start him on any medication - told me to do it at home.

This place is a ripoff from the word GO. They obviously take advantage of people in their time of stress over their dog. I have written their Corporate office but imagine nothing will be done. The charge for blood work was $126+ - the dog weighs 3 lbs, how much blood could they have taken!

I will never take any animal to them again and will tell all I know to leave them alone. Emergency vets are more reasonable than this place is.

B
B
Banfield Overbills People
Staten Island, US
Apr 29, 2011 8:57 pm EDT

http://www.youtube.com/watch?v=YugT3uDpinA
Sorry for typo
All the DVM's are paid on comission, 20% of each bill.

B
B
Banfield Overbills People
Staten Island, US
Apr 29, 2011 8:56 pm EDT

All the DVM's are paid 20http://www.youtube.com/watch?v=YugT3uDpinA% of each bill, it is a comission job!

B
B
Banfield Overbills People
Staten Island, US
Apr 29, 2011 8:49 pm EDT

They must answer to the medical fraud they are billing and stealing your money they only pay the DVM 20% commission on each bill.
http://www.youtube.com/watch?v=YugT3uDpinA

R
R
RawhideRocky
Palatine, US
Aug 25, 2010 6:36 am EDT

We have had our GSP hunting dog in the Top Wellness Plan for years.
Last year these Hacks, butchered our dog. Removed a cell mass, and only put in a few stiches.
Leaving their office the dog bleeding would not stop.
Next day they needed to put in staples, as they should have to begin with.
The bleeding still continued, I called they said he can't move or it will still bleed.
Next day the staples began coming out. During these days of recouperation, I had to hold the dog not to move at all just to stop the bleeding.
After the staples came out, the wound would get bigger and bigger every day.
I called daily asking what I needed to do next?
After 5 daily trips to their office, they said now we can only treat it as an open wound.
Now it is 3" by 4" square of open wound. Treat it as an open wound was their only cource of action?
After a week of this, I took him to the Specialist and had a real Vet. DR. redo the operation.
Another $1, 500. to correct their hack job.
Staples were again used to close the wound. This time put in correctly, and they held and healing began. Bleeding was never an issue.

Thinking this was only one bad operation, we stayed in the Wellness Plan.
Yesterday he went in for his update, shots, X-rays the whole deal.
I dropped him off at 7:30 am. Expecting to pick him up after 2:00 pm. as directed.
12:30 they call me, "we can't mussel your dog, can you come in and help?".
I drove right over to find my dog running aound their kennel area.
I asked, What 's the problem? They said he just growels at us, and we can't mussel him.
I put his lead on and took him outside, where he took a pee as soon as he got out the door.
Two more steps and he began pooping. I thought he had all his business taken care of before I dropped him off at 7:30 am. But I guess 4 HOURS in the kennel waiting for treatment was too much time. He has never in 10 years of life ever done his business inside and never in his kennel.
No there was not any emergency treatments going on, they just knew they had all day to their job.

THESE TECHS CAN'T TELL THE DIFFERENCE BETWEEN A DOG THAT NEEDS TO GO OUT, AND AN AGRESSIVE DOG? Where do they get these people?

Our GSP is a lover of all. And has never snapped at anyone.
I went back in to talk to the Vet., and discussed What took so long? And why hadn't treatment started. He said, "I don't know? They said they couldn't put a mussel on him?"
I said, "Why don't you have any system in place to put a mussel on? If that's want you need"
He had nothing to say.
Now I need a new Vet. We only began at Banfield because our family Vet of 15 years with other dogs retired.

Needless to say, NO WELLNESS PROGRAM ever again.

I wish I had read more about these Hacks before we ever began any program.

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Aug 24, 2010 11:26 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Mario,
It’s our mission to provide our clients and their Pets with high quality medicine and exceptional client experiences on every visit. We apologize that your visit to one of our hospitals was unsatisfactory. To address your specific concern, and to help us improve our overall service, we would appreciate it if you would call us at [protected] to discuss your visit.

H
H
Helpful_Soul
Somewhere, US
Apr 02, 2010 7:16 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I do agree my previous boyfriend gotten a dog and I took her in the vets at the banfield office and they got me to sign up. Well later approx 3-4 mths later him and I parted our ways and I sent the dog with him for she was too agressive and destructive. I immediately called the rep. and she stated that I would have to pay the remander of the year of service. 130 bucks. I was blown away I could not believe that I still had to pay for a dog I no longer owned. Its a complete rip off.

ComplaintsBoard
K
8:09 pm EDT

Banfield Pet Hospital poor care

My 1 1/2 year old cat was acting lethargic, not really eating and a cough. After a few days I realized she wasn't getting any better and she should be seen before things turn worse. I called and they were able to see her later that day. I have worked for animal hospitals before, so I was a little confused how they weighed her while she was still in the carrier. Then I waited 25 minutes in a little examination room. The vet tech came in and did a pre exam, took information from me about her, since she had never been their before. She put all this information in the computer, but seemed more concerned with the exact date of when she had her vaccines. To me 7 or 8 months ago was enough information to show she wasn't behind on innoculations. Another 10 -15 minutes goes by before the vet finally came in. I had to repeat all the same information to her that I told the vet tech, the vet examined her and couldn't find anything wrong. No temperature and the lungs sounded clear. She suggested we run some bloodwork to see what is going on with her, so she had the vet tech run an estimate and come back in to go over it with me. I just about died! Almost $300. just for a blood test, urine test and to check her for ear mites. Yeah, like ear mites would make he sick and lethargic. I literally asked her how much to put her down. I was informed they wouldn't put her down for a cough. I took my cat and left. I would not bring any animal there even if their life depended on it. I decided to bring her back to her regular vet even if they couldn't get her in for 2 days. So I picked up some homeopathic and herbal remedies and she started improving in 24 hours. I cancelled her appointment as she was back to normal in 48 hours. I would suggest that everyone stay a way as far as possible from these money hungry, ignorant tools, but that's just my opinion.

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
S
S
slertzbe
Centen, US
Jan 22, 2010 3:57 am EST

I don't understand why your mad at Banfield. I can certainly understand about the long wait time and improperly weighing your cat, but when the veterinarian can find anything wrong after she does a physical exam, what is she suppose to do? They need to do internal tests. Vets aren't psychic and at least she didn't say, "I don't find anything, so she should be fine. Just take her home and see what happens." Every place has different pricing for lab tests, just needed to call around a couple places. Also, it sounds like the Vet asked you all the same questions the tech did...so maybe thats how they double check that they are getting all of the symptoms correct for your pet's medical record. Sounds like they were thorough to me. I think its sad that you were just about ready to put down your 1.5 year-old cat so quickly.

ComplaintsBoard
V
3:19 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital bad service

Today, I've taken my cat to the Banfield Pet Hospital (#447), and had a very unpleasant experience there. I have called them earlier today to inquire about a walk-in service, which included obtaining a health certificate for my cat. I was told by the person who answered the phone to go ahead and come in without an appointment. One hour after I called, I showed up at their clinic, where I was asked to fill out tons of paperwork. Afterwards, the receptionist named Rosaline (or something similar, I�m not sure) told me that they don't have a veterinarian with a certification license on site. Now, I have told her right away, when I walked in, that I came to get a health certificate for my cat, and yet I was still asked to fill out paperwork, even though they had no licensed doctor. That made no sense at all. I actually left from work earlier after getting a confirmation from that receptionist via the phone that I could come in for a health certificate. I drove in traffic for over an hour to the hospital, where I got nothing but disrespect. When I asked to speak to a supervisor or a manager, they told me to wait. Well, I waited for almost an hour together with my poor cat. I spent forty-five minutes in the reception area, waiting to talk to a supervisor, because I could not get any satisfactory response to any of my questions from a very slow and disrespectful receptionist. She obviously had no clue what she was talking about, and kept wasting my time. Eventually, that same receptionist informed me that the supervisor can't see me, unless it's an emergency. That was a bottom line, and I left.

The Banfield employee, a receptionist that I had to deal with, wasn�t trying to help me at all. She was just sitting there, faking a smile, and saying that it wasn�t her who told me to come. However, I spoke with her on the phone at least twice, and I recognized her voice. Plus, she introduced herself when answering the phone, so I knew perfectly well that it was her, Rosaline, who was incompetent to the point it became ridiculous. Yet, she was looking me in the eye and kept repeatedly lying to me. At the end she refused to call a manager. If the supervisor was busy, she could have called the manager. I had to call the store manager, after I left, and he had no clue about the situation, he was actually surprised that he wasnt informed.

If they simply told me that they didnt have a doctor with a current license to issue health certificates, I would have gone to another clinic and be done with it. Time was really of the essence for me, because we needed the health certificate for my cat to travel this week. I don't understand why Banfield so carelessly hires people who are so incompetent, who make a joke out of the customer service and who lie shamelessly to the customers.

Read full review of Banfield Pet Hospital and 2 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
N
N
n5541
Scarsdale, US
Nov 23, 2009 11:22 pm EST
Verified customer This comment was posted by a verified customer. Learn more

You probably needed a International health cert., which you can only get from a accredited vet. You should known this way before hand. You could of saved youself a trip and aggravation. A regular health cert. is very different from an international one, this probably should of been explained to you when you made plans to go away...

M
M
michelle
Ruther Glen, US
Jun 10, 2009 8:32 pm EDT

This is to all of the ppl who want to bash banfield. I have taken many of my animals there and find nothing wrong with them. They took care of a puppy that was riddled full of worms and parisites that we had gotten from a breeder and treated her as if it was there own puppy! I have never had any problems with them, in fact I feel as though they take care of my aminals as if they were a part of there own family. And for the ones who want to complain about them just trying to sell wellness plans I want you to go to a "real" vet when your animal gets sick and see how much you will pay for the visit! The wellness plans are like having medical insurance for your animal! Put it this way would you get medical insurance for your kids? Most everybody I know thinks of their animals as part of their family you would do it for them why not do it for your animal? As far as Banfield killing your dog they automatically do an ecropsy guess that will prove you wrong! Here's a question if you are so upset did you take the dogs home to give it a proper burial since it meant so much to you!

ComplaintsBoard
V
11:32 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital awful place

I have used Banfield in Woodstock, GA for years. Always open on Sunday, which is a great convenience since I'm a single mom and work full time. I just called to ask a question. The recording said they were closed. I call Petsmart and the person who answered said they were not open today or last Sunday and didn't know why. I was just there shopping the other day and there was no sign up anywhere posting new hours This is not right. No notice at all. This seems to be typical of how they operate... I'm pissed.

Read full review of Banfield Pet Hospital and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
S
S
sally
Woodstock, US
Mar 12, 2009 9:29 am EDT

there has always been a sign on the wall stating hours change...they started closing on sundays in october of last year...

ComplaintsBoard
V
8:18 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital scam and cheating

My cat was having problems breathing and meowing because she swallowed something. We went to banfield, but when the vet found that the cat didn't have a vaccine for 2 years he panicked. He said he cannot do anything with the cat because if someone gets scratched, the cat will have to stay in isolation at banfield for 10 days and the person that got scratched will have to get medical examinations. They wanted to give my cat FIVE xrays, 2 blood checks and a bunch of other things which would cost me almost $1800.

I went to a private animal hospital, the vet took a leather glove, held my cat and gave vaccinations. He put something into my cat's throat and removed a little marble. My total cost = $170.

Read full review of Banfield Pet Hospital and 2 comments
Update by Valerie
Sep 26, 2008 12:34 pm EDT

I called Ben-field to see if I can sign up for the wellness program at the same time my cocka poo puppy can be spayed. The women answered the phone was not friendly at all. Later I found out that she was the same lady who was there when I signed up for the program. It looks like she works there full time She is there all the time. She told me that the Dog needs Physical when I signed up for wellness program. It will take about an hour. So I left my dog there. and she told me to pick her up in an hour. when I came back to pick up my dog this receptionist does not acknowledge me at all although I was standing there waiting. I was there on time to pick up my dog. She was just talking and socializing with another customer and She glancing over me saying. "Your dog is not ready". How rude. no apology what so ever. I told her Could you please call me when she is ready. and I left my phone cell phone there.

I would like to cancel wellness program that I signed up for but How can I do that. Right now My dog is in for surgery at Ben-field I am so worry about her. I am very happy with the Vet we go to Everyone there loves my dog. Only reason I chose this place because we couldn't set up an appointment soon enough for her spaying. I want to go back to my old Vet. I have another dog 3 year old beagle. My old Vet loves my two dogs.

Another thing is that my dogs physical record shows her weight is little over 10 pounds. Her surgery schedule date is one week later. her weight is over 16 pound. She didn't gain that much weight in one week and her physical record shows her ear was checked and oder free but also that is not true her ear was small at that time. I had to confirmed three times for my dog's surgery date. They picked the wrong date for the surgery. No apology from their part.

I will look into canceling wellness program. Ben-field and Pet Smart are not the store with friendly people working.

They are not nice to all the animals at all. They pick and choose. I thinks all the animals are precious and special. and If you can't be nice to all the animals They shouldn't be working there.

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
2 comments
Add a comment
P
P
phorse
, US
Jan 26, 2010 2:47 pm EST

Actually, if the rabies vaccine was out of date, the cat would have to be in quarantine for 6 months. More than likely, this vet was very inexperienced but was protecting the health of the staff. This could happen at any clinic. Needless to say, if your cat had bitten anyone at the second clinic, then, by law, your cat would have to be quarantined.

C
C
Carrie
Clearwater, US
Mar 30, 2009 10:24 pm EDT

I think that maybe you were rude and inpatient. The reseptionist is NOT a nurse, and she can not hurry other co-workers, or discahrge your pet herself.

I hate how customers think that when they enter a place of service that everything has to be dropped and they get served right away. AND I HIGHLY DOUBT the receptionist was "SOCIALIZING, " she was most probably helping another customer BEFORE YOU, and you were just RUDE AND IMPATIENT and you were not served FIRST, AT THAT VERY SECOND--JUST TO LET YOU KNOW: YOU CAN'T CUT PEOPLE IN FRONT OF YOU, IT'S RUDE!

IF you don't like BANFIELD then go ahead to your other vet, and let them deal with you RUDE AND SORRY ###. Banfield or other services do not like rude and impatient customers ANYWAY.

ComplaintsBoard
V
8:07 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital terrible experience

Our dog started puking last night and then had bloody stool this morning, called our vet "Banfield" at PetsMart and said we think she has parvo "HELP". We were told they had new patients and well dog visits all day but they could see her at 4pm 7hours later. So we found another local vet who saw her immediately he confirmed that she did have parvo. He also said this is highly fatal in puppies and the longer you wait the higher the chances are of death. Needless to say we have a new vet. Banfield seemed more interested in Corporate Money than in the actual care of our puppy.

Read full review of Banfield Pet Hospital and 3 comments
Update by Valerie
Jul 17, 2008 9:05 am EDT

On July 9, 2008 I took my puppy in to Banfield animal "hospital". The reason why I took him there is because my puppy was sick with Parvo. All he needed was his treatment. When I took him there they took him in, they wouldn't touch him and acted like they were going to help us and told us not to worry about anything and they would call us back.

They called us with an estimate, and I explained to them that I wouldn't get paid till Friday. My intention was not to leave him there get him treated and not pay. I just did not want him to die. She said I had to come pick him up! While I was trying to find other resources to see what other options we had, we kept him there thinking that they would at least give him fluids. You know keep him well while he was there.

Before we went to go pick him up, I had a very rude phone call from a worker there named Liz. She was being very smart alec with me, and her and co workers were all laughing in the background. When we went to go pick him up he was still in the cage where I had place him in, laying un touched.

Because of them my puppy is now dead! They could have done something to prevent his death, but instead all they did was ridicule us and laughed in our face. The reason why we went there is because on their website, it says they treat Pets like family. Well I'll be the first to tell you, that’s a false advertisement. They do not practice what they preach! The place I went to go get his treatment the first time was really helpful and assisted my puppy right away. They also said that by law they should have done something to help him. Instead, they let him sit in a cage for 10 hours and feel every second of his suffering pain. This is a form of cruelty and neglect. They are a business and they are supposed to be there to help animals. I hope this is not the way they treat other pets because no one deserves to be treated that way. They treated him like he was just a nasty piece of trash!

We took him there in hopes that they would help him, instead we got a bunch of rude, insensitive, and uncaring people. I would not even take anything in need there ever again. That place was a big mistake in my part. I hope that what happened to my puppy, will not happen to anybody else.

They should seriously change their advertisement on their website to, "Have money? Come on in!" Cause that’s the way they treated me!

I want this email to be forwarded to anybody and everybody that can help me put these people out of this profession, because the way they treated my puppy shows that they are not professional, or trained in their occupation. I will not stop until my voice is heard. And I will not let this die down the way they let my puppy die. It's a shame how people who are supposed to care for pets can be so cold hearted to an innocent little puppy!

The place I went to was in Fort Worth, Texas

Pets Mart Banfield Hospital

415 Carroll St

[protected]

The girl I would especially like to report is named Liz!

I will also proceed in pressing charges!

Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
L
L
letsMakeitbetter
Port Orchard, US
Jul 08, 2010 4:05 am EDT

Banfield has a COME IN NOW policy. They should have seen here then... esp if they are your regular vet.. i am sorry!

ghsthntr07
ghsthntr07
Boca Raton, US
Mar 25, 2009 3:16 pm EDT

That is very unfortunate the way you and your pet were treated and I am sorry for your loss. I have to say being an employee of a Banfield who should be blamed are the clients who do get their pet treated and never pay. Sometimes people feel it is our responsibility to treat their sick pet even if they have no money.

Since I have been at Banfield I have seen more than enough people who come in and expect us to not charge and even try to negotiate prices. I have also heard "I get paid next week" and next week never comes and here the clients bill is not paid so us Techs and Dr's reap the loss of an nonpaying client.

Most people think Vet Medicine is a joke and that we just make people wait and pay. Well until you are in our shoes don't judge. 99% of vets do not take payment plans because there are a lot of deadbeats who do not pay. Be mad at them. Sad to say but I deal with clients like that everyday and it does make you a colder person because of the abuse of people who can't afford to treat their pets. (Not saying you are one of them)

It is also because we hear the same story over and over. It gets old after a while. Who I feel for are the animals they are the true victims not the client, Vet or Techs. If you can't afford the bill don't get the pet. I sometimes wonder if someone would treat their child the same way. Maybe just go to the ER and not pay their bill and leave the ER will the expense.

Again I am sorry for your loss and how you were treated. Not all Banfield hospitals and employees are the same. we do have hearts and care about what we do. I left an RN job to pursue my love for animals.

L
L
Linda
,
Oct 25, 2008 10:49 am EDT

Sounds like a terrible place to take a pet, sounds like they only care about the money and not the pets or customers.

ComplaintsBoard
L
8:05 pm EDT

Banfield Pet Hospital nutering

My Son took his Five Month Old French Bulldog to Banfield to have him nutered. He died before the proceedure was done. Apperantly he had trouble with the sedative, and died when they put him out. All he wants is for them to replace His Pet, as you may know French Bulldogs are an expensive breed. What should we do to see to it that they replace his Friend. He is totally in shock from this experience, as is understandable.

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
H
H
Happy Customer525252
Corpus Christi, US
Nov 08, 2010 8:16 pm EST

As you should know, anytime you or your pet are put under anesthesia, there is a risk. I don't feel that they "owe you" a new dog. That entire statement feels heartless.

ComplaintsBoard
V
5:38 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital not true

I work at banfield. And to the comment about the giardia not working - at banfield if your on a wellness plan its guaranteed and if the dog does get the disease banfield pays for it. Also lyme isn't just in certain parts. Tick in michigan carry it and cases have been found. Recently. So you need to do your research. And by the way - google isn't proof, anyone can make a google site. And I have 3 pets on the wellness plans. And let me tell you vaccines are $20-60. And there are about 8 annual shots so paying $200 a year is a good price, especially with unlimited office calls included in that and a discount on all other products. So I think all of you need to do your research before talking crap.

Read full review of Banfield Pet Hospital and 11 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
11 comments
Add a comment
S
S
Stacie
,
Sep 29, 2008 4:04 pm EDT

I work for Banfield In Jacksonville Florida and I can tell you that it is truly unfortunate that because one practice that happens to share the same name can make grief for the Banfield clinics that do a superior job in pet care. I personally have my pets on wellness plans and know first hand of how much money I have saved on just vaccines alone not including the discounts I get on medicines when my pets became ill. I am truly sympathetic with the owners of pets that had such a terrible experience or feel they were ripped off it is truly unfortunate but must all clinics be ridiculed over what experience one person had at a clinic that shares a corporate name "BANFIELD". I have full confidence in the doctor and team I work with and please if anyone takes anything from what I have typed all Banfields are not the same so to say that as a whole we killed your pet or ripped you off thats not the case and unfair to the clinics who really strive to provide quality pet care.

S
S
stargirl123
Charleston, US
Mar 20, 2012 8:27 pm EDT

Himura-
first off yes Banfield employees do get 3 free ESSENTIAL wellness plans (doesn't include the dental cleaning, xrays, urinalysis, etc) but that doesn't mean anything. I have six dogs and I have all six of my dogs on wellness plans- I pay out of pocket for three of them. The thing with the wellness plans people do not understand is that they are not insurance and they do not pay for everything! Nothing in life is free! The wellness plans cover the pets recommended yearly preventative care. It is up to the owner if they want to sign up for the WP or not- no body is forced to sign up on the plans. My seeing with the plans is that if you are actually going to use the services provided then go for it but if you are never going to bring your pet in and not get them the recommended vaccines then do not sign up for the plan! When you sign up for the WP and then months later complain about the plan because it doesn't pay for everything in the world you are just making yourself look bad.
second- yes the giardia vaccines were discontinued but were given up until they were discontinued. the WP booklets did take a little longer to become updated but the prices did change when the vaccine was taken away. And the vaccine WAS guaranteed if the pet got the disease (and it is common is almost any pet in any state because Giardia comes from stagnate water and well it rains everywhere!
third: the lyme vaccine is not "pushed" to get more out of the plan. lyme disease is an untreatable disease that has been found in many different areas. Vet professionals recommend the vaccination to provide the quality care your pet deserves. Again nobody forces you to do the vaccine- just say no!
fourth: your statement "the "crazy cat lady" commenter, only someone who has absolutely no experience with cats will have a problem handling them. in my experience Banfield Hospitals do not like cats and sometimes refuse them just on that principle" is bogus. Everybody has their own preferences of pets- some people like rats over dogs or cats some people like hamsters over fish etc. Just because some people are not the fondest of cats doesn't mean every banfield doesn't like cats. EVERY BANFIELD IS DIFFERENT! I got bit a coworkers cat on 12-28 and had to have emergency surgery because it got very infected and ate away my tendon and muscle and began spreading very fast. I have over 3 years of experience handling cats in multiple different situations and some situations do call for different measures especially for cats. But cat bites and scratches are one the worst a person can get so you can not blame somebody for being cautious when dealing with a fractious cat. And BTW cats are unpredictable if you didn't know (they are from a family who are born with wild life instincts and those instincts can kick any whenever they want in a cat. My cat who I had for 14 years was the sweetest thing in the world when she was at home but the second she got the vet from her first visit (8weeks old) to her last (14 years- the day I had to put her down) she became very fractious and fought with all her might to get away (with claws and teeth) but then she got home and was loving once again. Cats do not like changes AT ALL! so please before you try to say that the only people who are afraid or cautious with cats are ones with no experience how about you go deal with them and get bit or scratched and go through all the trouble it causes and then let me know how you feel about your statement again.
fifth thing- not all vets that work at banfield are "fresh out of school" or "shipped from a different country". if you dont realize there are many different vet schools and yes some are in the UK but they are not any easier to get into and they do not teach any differently! the demand to get into vet school is VERY high and that is why some people choose to go out of the country to go to school but that doesn't mean they are any less knowledgeable. Vets have to go through extensive training before they are let on their own anywhere and banfield is no different. just because they start out at banfield when they get their license doesn't mean they don't know anything or just got hired and got told "ok have fun".
and last if something happens that is obviously the clients fault why should banfield pay for it? banfield does take care of issues as needed even if it means giving people refunds but just like any company you can not give every single person their money back which means you can not please everybody. Run a business and you will realize that just about EVERY person who is your client can easily find something wrong and say your at fault and want their money back- go ahead and give everybody their money back and pay for all their problems (that were not your fault) and i promise you that you will go bankrupt very quickly.

Q
Q
QuitJudging
, US
Apr 19, 2011 10:58 pm EDT

Crazy cat lady... DO YOU KNOW HOW UNCONTROLLABLE AN AGGRESSIVE FELINE CAN GET?!?!

Obviously not.

P
P
Pet Lover71
Millbury, US
Mar 15, 2011 12:53 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I posted on here back in April of 2010 about the vet at banfield made me give my dog a vaccination that I didn't want him to have...as I stated in my complaint I was going to leave with my dog and he told me that if I left he would call the police on me and they would take my dog and put him to sleep...NICE VET HUH? So needless to say, my dog got the shot and died 9 frigin months later...really I HATE ALL VETS...they suck...I will take care of my own frigin animals

H
H
Himura
New York, US
Mar 14, 2011 3:59 pm EDT

1. you forgot to mention that all full time banfield employees receive 3 free basic plans, so of course it is beneficial for you to have your pets on one.
2. the Giardia vaccination is not given, it has been discontinued for the longest time and yet is still on the plan.
3. the Lyme vaccination is pushed to get more out of the plan.
4. the "crazy cat lady" commenter, only someone who has absolutely no experience with cats will have a problem handling them. in my experience Banfield Hospitals do not like cats and sometimes refuse them just on that principle.
5. Banfield "Vets" are either fresh out of school or shipped in from other countries in which obtaining a vet degree is easier, none of their doctors have any knowledge in anything.
If you want to keep your pet Healthy and Alive stay away from Banfield. also Banfield does not pay for anything... they will always find an excuse that it is the clients fault...(and yes I know these things, i am a former employee) I am a former employee due to my pet being harmed at a Banfield Hospital. If they dont care about their own employees pets, what makes you think they care about yours!

P
P
Pet Lover71
Millbury, US
Jul 30, 2010 8:29 am EDT
Verified customer This comment was posted by a verified customer. Learn more

WOW! See the attitude that's a typical Banfield emplyee for you. It's probably the vet I had yesterday 7/29/10 for my dog. He treated me like dirt and spoke to me like I was a loser off the street just like this Banfield employee...loser we did do our research that's why we are here...WHY ARE YOU?

D
D
daisychain007
Jackson, US
May 21, 2010 12:27 am EDT

I love the comment from the crazy cat lady (I can just tell). First off, pets need to be fasted before any anesthetic procedure, so do humans BTW, thats nothing new. I agree with you that you should have been alerted if they were unable to fit in your pet, that was unacceptable. The fact that your cat was out of control though means your cat was out of control, my guess is that he/she is not well socialized or is just plain evil (sorry, but I calls them as I sees them). Anyhow, a fractious cat isnt nothing new in the vet world and even though they can be handled with the proper drugs you CAN NOT blame people for not wanting to get scratched or bit, no more than you can blame a construction worker for not wanting to get hit in the head with a 4x4. Just because it is a job hazard doesnt mean its okay if its happens. I hate people who think getting bit and scratched is acceptable and expected in the vet industry, ITS NOT. I landed 1 month in the hospital for a cat scratch that could have killed me, so I dont take these things lightly. And have you ever dealt with a cat who wanted to kill you with every ounce of its being?!? My guess would be No. Now it does like you had a crummy DVM, but use your common sense lady. Why would you want to put your pet under anesthesia for an elected procedure when you know it has all these issues? You should take some personal responsibilty for your decision as well, no one made you drive your pet in and dropped it off.

J
J
Jeff La
Battle Creek, US
May 19, 2010 6:10 am EDT

Statement 1: Giardia vaccine is needed

Fact: the vaccine does not greatly reduce the odds of getting giardia. Only about a %12 reduction (not true: please check the manufactures information). Only dog's that are at high risk should be vaccinated.

Statement 2: Lyme is present in Michigan, therefore Lyme vaccine is needed.

Fact: Again we need to look at the facts: There has been a lot of question about whether the Lyme vaccine is actually doing any good. There has also been some work that indicates it might make the disease worse! Ticks need to be attached for >24 hours to transmit the disease. Again, only dogs at high risk should have this vaccine! (hint, this is not the 3lb chihuahua puppy). Spend your money where it will be effective, on flea and tick products!

insideman
insideman
, US
Jun 28, 2009 1:11 am EDT
Verified customer This comment was posted by a verified customer. Learn more

If you work there, check smarthelp. Giardia is not covered enough to treat if it is contracted by the vaccine warranty, only $100 max, possibly less now. I know...I looked it up the other day.

S
S
sparkleofthelostxray
Abington, US
Mar 26, 2009 9:13 pm EDT

I am doing this as a service to other animals lovers. Stay away from them at all costs. I have a 4 year old cat who is on a prescription diet (suggested by her vet- a legitimate one, not Banfield affiliated) for allergies. She also has heart issues. It was suggested to me that I go to get her prescription diet here... Was told that the cat had to be seen prior to getting a prescription card- had no problem with that...it was reasonable. The vet suggested I get her teeth cleaned (scaled)- again, not a problem. My cat does have issues with her teeth, so this was not new. Here is where the trouble began---- I dropped her off at 7:45am the morning of the 'cleaning'. I was told that I would get an update in a few hours. No one called. I had to call them at 2:00pm to find out what was happening. The nurse said the surgery was 'overbooked' but my cat would be taken back (..never would have left her if I was told the truth). Got a call at 4:00pm saying that my cat is 'out of control', 'very upset'----hmm, you think so, no food or water since the night before...I would be upset too). I get down there- no apology, no explanation-- I had to demand what happened! No one would answer me. From the explanation I got, people were afraid of her...very sad, considering she is only 10 pounds. If you are 'scared' or can't deal with a cat like her...then why are you even working with animals? To top it off-- they gave her pre-anesthesia, while she was angry!- I called the Vet emergency service that I use --- to run this by them. Shocking- those jerks could have killed her. Incompetence...giving medicine to an agitated cat with heart problems. Even better, I was told to leave her overnight- they 'claim' my cat will calm down once she is used to the environment. I find it HARD to believe...so another day with no water/food...and they expect her to calm down? Whatever vet programs admitted these fools need to be fined- they are capable of killing someone's beloved pet. The icing on the cake was that Julie (a doctor?) suggested that if I don't like it, take her some place else... So I said, a professional--- you bet...should have done it in the first place. I just found out that they lied about calling her cardiologist- can't put it into words what I am feeling- liar doesn't begin to cover it.

I am sure you wouldn't allow your pets to be harmed, etc- you work there but what about the rest of society?

ComplaintsBoard
E
1:56 am EDT

Banfield Pet Hospital pets are treated like cr*p

I am a past employee of Banfield, the Pet hospital located in Tukwila. This location is ran by Kris Ann Fazio DVM, who I feel is one of the most incompetent, uncaring persons ever to become a Vet. It is hard to imagine how or why she became a vet, as she only cares about how much money she can squeeze out of the trusting client that comes into the hospital. Pets are certainly not treated like family, even though some of the team members try to provide care but are generally not allowed to do much for their comfort or care. The sick and well pets are all held in a crowded, noisy, and often unclean "back room" of the hospital . Whether they need it or not, pets are subjected to numerous lab tests and these are being performed by undertained and unlicensed pet nurses. Many of these pet nurses have no training in pet care of any kind, and no medical training. Team members are well aware that it is not the well being of the pet that is the focus, but rather or not the client can pay for the services. Dr Fazio has many rules and protocols designed to collect more money from the client, and team members are punished harshly for not following these rules. The huge number of complaints fall on deaf ears as the Corporate office only hears what Dr Fazio tells them and clients are ignored. Dr Fazio will not even talk to the clients instead making team members take the abuse from very angry clients. Do NOT go to this hospital! Pets are treated like crap here and people are too!

Read full review of Banfield Pet Hospital and 6 comments
Hide full review
6 comments
Add a comment
M
M
Marcia VL
Fairhope, US
Jan 28, 2013 10:50 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Banfield Pet Hospital of HORRORS should be the name out there online! This OBSCENE corporation kills/maims animals and rapes wallets! PEOPLE READ ONLINE ABOUT THIS OBSCENE CORPORATION! This corporation is owned by Mars Candy Corporation. John F. Mars is worth $13.8 BILLION DOLLARS KILLING AND MAIMING PETS AND RAPING PEOPLES BANK ACCOUNTS! A$$WIPE CORPORATION!

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Nov 21, 2011 10:42 pm EST
Verified customer This comment was posted by a verified customer. Learn more

@Laura Molina- First of all we want to say how sorry we are for the loss of Tigger. We understand how hard it can be to lose a pet and our hearts go out to you during this time. We apologize if one of our hospitals has left you feeling this way. We are currently unaware of this situation and urge you to call our Client Advocate Team at [protected] so we can gather more information and address your specific concerns.

L
L
Laura Molina
Seattle, US
Nov 14, 2011 3:51 am EST
Verified customer This comment was posted by a verified customer. Learn more

November 2, 2010 I took my beloved Tigger to Banfield Pet Hospital thinking it was a good place to take my little chihuahua and it was free for first time customers. Tigger was feeling lethargic and I asked could it be his teeth and the Dr. ? (Asian male) said that was the problelm. Cleaning his teeth and extractions cost me $930. Still after several months Tigger still did not feel well and on July 9th he passed away of acute Kidney Failure. This was the problem all along. I trusted Banfield, and had they taken a blood draw and x-ray he would have still been with me alive. I took him to Lien Animal Clinic and Highline Hospital in Seattle and both were fabulous, but it was too late. I hate Banfield never ever take your loving pet there.

T
T
T00Funny
, US
Jan 19, 2011 7:24 pm EST

CURRENT employee at Banfiled SHOULDN'T attack someone's grammar and spelling when he/she CAPITALIZES the P in Pet mid-sentence. Just sayin'

B
B
Binye East
, US
Apr 14, 2009 5:12 pm EDT

It's hard to say, really. As a pet owner who does allow for Banfield to service his pets needs... it's hard
to gauge whether or not they are doing a good job (e.g. don't get to see what exactly is being done to
my canine because i'm not there to see it).

But the way my pet reacts as we pull into the store... she mortified and refuses to be brought into the
Petco location (where the Banfield institution rests).

This has to be some type of indication that, "hey, as a dog, i don't like this place and how they treat me
here. Don't bring me back in!"

So what else do i do?

Some times, i feel that there are additional charges to the final check-up bill that i feel should have
been included in her insurance plan. Of course, BANfield can charge whatever they please because the
typical dog-owner will do what they can to keep their pets as healthy as possible. Banfield knows this
and will most likely... take advantage of us - a business is a business, now matter how friendly they
seem on the outside.

*sighs*

Pooey.

With that said... Banfield is more of a ripoff than anything and my dog doesn't like returning to the place.
Even if we're simply there to purchase toys, food, diaper pads, etc. Her experiences, i believe, have been
less than fruitful and exhilarating.

Sinceregards,

A Tukwila customer who feels like he's being financially raped by Banfield.

Mr. Binye-To-The

p.s. It's unfortunate that they don't sell any "happy" fishes there.

:*(

P
P
present employee of Banfield i
,
Dec 01, 2008 7:51 pm EST

Wow... disgruntled (former) employees are really bitter sometimes. I currently work at this Banfield location and am here to tell you that you could not find a more caring team of people to care for your Pet. Do you really want to believe the comments of someone who obviously was unhappy in their job (so they either got fired or left), who cannot spell and unfortunately has no grasp of grammar and the English language? I think not. Banfield in Tukwila is a caring, compassionate hospital that will offer you, as a client, excellent service, and will offer your Pet excellent care. I've been on staff there since before Dr. Fazio took over the hospital, and I can tell you that it is 110% better than it was when the person that wrote this horrible review was there, and it is truly a great place to bring your Pet.

ComplaintsBoard
F
9:57 am EDT

Banfield Pet Hospital they're all about making money

I got my puppy in April 2008 and got her Banfield's wellness health plan right away for a one-time fee of $180+ and $25/month. BIG MISTAKE! I should have done some research before going to them. She got her first round of vaccines soon after enrolling her. They offered the anti-histamine, which I was told is to prevent possible reaction to the vaccine, but it was going to cost $20! I accepted the first time. On her second round I declined it and guess what? My puppy was better after the shots than the first time. On the same appointment, I also requested Banfield to check on the 2 slightly balding spots on my puppy. I was told it could be demodex and that they have to do a skin test to confirm it. I agreed to the skin test. Banfield called me later and confirmed that it was indeed demodex and that treatment would cost $500 for 4 weekly baths! I was told it is not advisable to do it myself at home as it involves using a toxic solution. I did some research and read that goodwinol ointment is effective in treating demodex so I declined the treatment they were offering on June 19, 2008. They probably didn't expect that I would decline the treatment so when I came to pickup my puppy, I was being charged $23 for the skin test! I argued nobody mentioned that there will be a charge for the test. In the end I was told that I can't bring my puppy there anymore until I pay so I had to pay. I also asked about the option of canceling the health plan and was told that I would still have to pay the whole year because I signed a contract! By this time, I already know they care more about making money than caring for my pet.

My puppy was scheduled for spay on July 11, 2008. Her demodex was almost gone. When I came to pick her up, I thought she would have been spayed already but I was told that it was better to wait for her demodex to completely clear up. My puppy was turning 6 months on Aug 14 so I asked about the 6-month policy about spay - that there is a charge for it if the puppy is over 6 months. I was the one who brought it up so I clearly remembered what the guy told me - that it will be waived because it was their recommendation to postpone it for the sake of my puppy. Now, it is Aug 27 and I called to reschedule my puppy for spay. I was told that I will have to pay for it because my puppy is over 6 months! WHAT? I told Darlene (Banfield) the story but she didn't "hear" a word I said. She was determined to make me pay. She then passed me to a guy. Same thing, didn't hear me. Then the manager, Maya. She said I would have to pay because there is a note in my puppy's medical record that I would have to pay if my puppy becomes over 6 months when she is to be spayed. Nobody at Banfield cared about what I just said. All they care about is making money!

I will just bring my puppy to a local SPC for her spay. I will never go back to Banfield ever! I will pay for the rest of the year and close my account. They are a nightmare!

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
B
B
Banfield Overbills People
Staten Island, US
Apr 29, 2011 8:55 pm EDT

http://www.youtube.com/watch?v=YugT3uDpinA

ComplaintsBoard
C
7:41 am EDT

Banfield Pet Hospital shots gone bad

I have five dogs. Three of them have reacted to the shots Banfield uses for rabies, distemper. My miniature poodle fell over in the parking lot before i got to my car. rapid breathing, and limp. My second dogs face swelled beyond recognition and broke out in hives, and the third dog has a permanent welt and discoloration on her hip. I think its time Banfield takes a look at the venders they use to buy there products from. They also charged me plenty to give my poodle shots to recover from the first shot that went bad!Not to mention she could have died. I have never had a dog in 30 years of ownership react to theses shots. But at Banfield three of my dogs had reactions in a year.? Yikes

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
L
L
LET
FTW, US
Mar 27, 2009 5:22 pm EDT

It's actually quite common. A reaction can happen to an 8 week old puppy getting the first round, or a 6 year old dog getting its yearly. I actually have a friend who has a 4 year old yorkie that reacted last year for the first time, and a labradoodle that reacted to its 4th round at 5 months. It's not always the vaccine, it could be the pet.

ComplaintsBoard
L
3:00 pm EDT

Banfield Pet Hospital vet care

Banfield Pet Hospital Westheimer Houston

This use to be a very nice hospital when ran by another doctor. However, the only thing Banfield seems to be interested in is selling services not covered by their Weillness plan or running additional tests not covered and not necessary. I have been a client there for many years and have seen things change under the new vet. It has went from a caring compassionate facility to one that only wants to line their pockets. I had to seek a second opionion on what they had diagnosed and thank God the second doctor charged $122 versus their $700 to $900. Stay away from this facility

Read full review of Banfield Pet Hospital
Hide full review
ComplaintsBoard
S
3:13 pm EDT

Banfield Pet Hospital traumatized my dog

Do not ever take your pets here. I took my dog in today for a vaccination. I've been taking her to Banfield for around 8 months. I should have known something was wrong when the receptionist came to leash her and she submissive urinated; she hasn't submissive urinated since she was a puppy. I've taken her to other vets with no problem, no fear and no submissiveness. When I came to pick her up, she was stressed, fearful and walking with her tail tucked and head down. This is very unusual for her, she is normally a happy, friendly dog and has never returned to me in this condition from other vets. Now, she is very fearful of men, submissive urinates and won't go near them. If a man approaches her she tucks her tail and head and hides. When I went to complain, I discovered a male nurse took care of my dog and while I was there another women was there with the same complaint of her dog being fearful of men after taking him there. I shudder to think of what happened to my dog there to turn her into this. Before this vet visit she has never been fearful of men nor has submissive urinated since she was puppy. Please do your dog and yourself a favor and choose another vet.

Read full review of Banfield Pet Hospital
Hide full review
ComplaintsBoard
B
2:32 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital veternary abuse, company cover-up

Took cat in for regular check up. She was so bruised and muscles strained when she was returned, four hours latter than we were told, that she was in pain for a week. The vet that treated her was Roque Gonzalez. It turns out that he was fired by the City of San Antonio for maltreating animals in its clinics, has been the subject of TV investigations, is a regular in sanctions by the Texas board. Of course we complained, Banfield has more attorneys than the Justice Department. It is not worth bothering--these people have no standards, morals, or honor. We dis an investigation into the vet. he was at the bottom of his class in Neuvo Leon, Mexico, took several times to obtain a license, may not be in this country legally, and per the Banfield Hospital in Selma "Oh we love him, because we can't get any other spanish speaking veterinarians." Regarding the cat--well nobody ever asked how she was.

Here is the come on--buy their insurance policy. You never see the tests that they charge for but at every visit you get a document that shows that they are loosing, $1200.00 per year by treating you pet. As you can see by the math--there is a scam of significant proportions here. But as above, they are encircled by attorneys, and there is a call center that will never respond to you. So use their services at you own risk--but if you are on the web looking for them you will see a significant number of sites with multiple complaints like this. Many Many complaints for what is not a very large business. Draw your own conclusions.

Read full review of Banfield Pet Hospital and 1 comment
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
1 comment
Add a comment
L
L
LET
FTW, US
Mar 27, 2009 4:51 pm EDT

I would like to comment on the WELLNESS PROGRAM. It is not insurance. At all. And the number that comes on your invoice, the $1200.00 you speak of, is actually the money you've SAVED, using Banfield's Wellness Plan. And if you look at the cost of the services you receive on the program, you'd see that you did save a lot of money.

ComplaintsBoard
C
4:38 am EDT

Banfield Pet Hospital poor care, unnecessary treatments, billing fraud

If you want to know what to do about the numerous problems with Banfield Pet Hospitals Nationwide, go to two websites:

www.banfieldsucks.net

and

www.reportbanfield.com

You'll extensive instructions on your rights and how to fight back. Contact local and nation media (tv stations and newspapers) to get the word out. Bad press goes a long way to either changing their ways or shutting them down.

Also, email the CEO everyday to tell them that you demand they change their business practices from billing to killing!

scott.[protected]@banfield.net

Read full review of Banfield Pet Hospital
Hide full review
ComplaintsBoard
N
10:27 am EDT

Banfield Pet Hospital awful spay and it gets worse!

Beware of banfield and avoid them at all costs! Our 8 month old kitten, mia, was brought to the banfield hospital at the local petsmart at 8:15am for a routine spay. She was released from the hospital that same day at 4:15! She was bleeding at the site of her incision before we even got her in the front door of our house and she seemed frantic from the pain! We immediately called and returned mia to the banfield hospital where the doctor nonchalantly stated that he had stapled through a blood vessel (The staples seemed huge-not cat sized) and that explained the bleeding. He wrapped mia in a very snug elastic bandage and sent us on our way. When we arrived home mia was bleeding through the bandage! Again we called banfield and they put us on hold! After more than 5 minutes on hold I told my daughter we would need to bring mia to the emergency hospital (Cares) for treatment to stop the bleeding. The kind folks at cares saw mia right away and she required anesthesia, staple removal, and ligation of the broken blood vessel. Her incision was closed with sensible sized staples and she was given pain medication (Enough to last 3 days). The bill at the emergency hospital was $686 but they gave us a courtesy discount of 50% due to the fact that we provided all the health/surgery information from the spay done earlier that same day. It was a nightmare but at least mia was feeling better after her ordeal.
We contacted the banfield hospital the next day and the surgeon agreed that banfield would pay half of our emergency bill and he would also terminate our insurance contract with banfield since we would no longer allow any of our pets to be seen at their hospital following this awful experience. After countless visits to the banfield at petsmart and phone call after phone call to the banfield insurance department we haven't seen one dime from them.in fact, to add insult to injury, they have just recently turned over our account to a collection agency because we have refused to pay the premium on the cancelled insurance! This company has no idea how to provide quality service and our experience all around has been terrible! I believe I will now have no other recourse but to sue them for costs and damages! Please learn a lesson from our mistake!

Read full review of Banfield Pet Hospital and 3 comments
Hide full review
3 comments
Add a comment
A
A
Aveterinarian
Tucson, US
Mar 12, 2011 7:54 pm EST

Do you folks know that Banfield has over 700 hospitals and is owned by Mars? Yes, the same company that makes M&M's and Royal Canin pet food? The same company that earns 27 billions dollars every year?

Do you know that the only pet food that Banfield sells is Royal Canine? This is a quote taken directly from their website: "Many years of experience have led us to select Royal Canin as our preferred dog food."

After reading these few facts, do you think that Banfield cares more about giving great medical care or making money?

S
S
Stefani
,
Aug 22, 2008 4:20 pm EDT

Please report this incident to the veterinary board in your state for disciplinary action.

Please see http://www.jugglingcats.com/veterinary/vet_board.htm for contact info

T
T
Tracy
,
Aug 15, 2008 9:50 am EDT

I wish I had read this post and numerous others before we had our pet spayed at Banfield. Right now, she is fighting for every breath she takes and is being closely monitored by another hospital. I will never step foot in Petsmart again because I can't even stomach the thought of seeing a Banfield sign. When I think of how much money I have given them for their little "plan", it makes me sick. Poor care and now my animal, perfectly fine before surgery, is at death's door.

ComplaintsBoard
V
10:21 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital my pet was never laid to rest

My 71/2 month old puppy was tragically hit by a car. I was a patient at Banfield pet Hospital in Paramus NJ. I brought my new dog Otis to his first vet appointment at the Banfield vet I used for Angus. I went and he was so good while they were examining him. I had my children with me and the vet assistant asked if I would have the children step out of the room so I said o.k. sure… they leave and she looks at me and says before we proceed with Otis you need to finish up the procedure with Angus… we still have him in the back and we need to know what you want to do and pay for it. I SAID WHAT? You still have him here. I told you what I wanted… I am so upset I picked up Otis and left. I later spoke to the head Vet and she screamed at me stating she needed a signature. I then went to the head medical doctor for Banfield and told them what happened. I am so appalled by there handling of this and so upset for Angus that he has been overlooked like he is nothing! This Vet has no regard for Pets lives unless they are living and she is making money. Think twice before using Banefield and Dr Frezzo!

Read full review of Banfield Pet Hospital and 3 comments
Resolved

The complaint has been investigated and resolved to the customer’s satisfaction.

Hide full review
3 comments
Add a comment
H
H
Himura
New York, US
Mar 15, 2011 5:04 am EDT

Oh theres the way to sell a wellness plan. Gotta love when Banfield Employees hop on and pretend to be clients. 1st off. I am sure the Pet was already deceased and was kept in their freezer. Being a former employee I can attest to this. because we did not have a signature a pet was left in the freezer for 2 months. the other they had just plain forgotten to make arrangements to have the body picked up. it is a sad practice when they have absolutely no respect for the client or their pet. And to sit there and accuse someone of "writing like a child" makes you seem all the more insensitive and if i may put it..stupid. also it is not true that pets can not stay overnight. with written consent it is allowed, as well as cats that have been declawed. I think the people that work for this company are ill- educated and heartless. Kristine..stay away from their wellness plan.. they are just trying to lock you into paying them for a year, before they renew your contract without consent and charge you for cancellations.

H
H
HighNoon_USA
Beaverton, US
Jan 20, 2011 11:13 am EST

One of the most confusing messages I have ever read! You talk about Otis in one line then mysteriously Angus pops into the story! I don't believe both the DR. And receptionist just out of nowhere challenged you and were rude for nothing? You write like a child which indicates a lack of judgement which infers that you're irresponsible and probably haven't paid your bills in the past and the DR. And receptionist picked up on this? My suggestion to you is to get on the " Wellness Plan" this would show the hospital that you're responsible and care enough about your pet ! Sorry but this is the way I see it.

S
S
sugar
Baltimore, US
May 28, 2009 10:19 am EDT

I'm sorry, but what kind of time frame are we talking about here? There's no way that they are going to just leave a dying dog sitting in the back, especially since there is no over-night care and all pets need to be gone by the end of the day. You would have had to sign a euthanasia form and then be given the option of what to do with the remains before you left for the day, they don't just take your animals and you walk away. I call total BS on this story.

ComplaintsBoard
C
5:29 pm EDT

Banfield Pet Hospital fraudulent billings and poor pet care

In addition to the previous outline of complaints (which was incredible) and participating in the class action, which I'm doing, you should bombard your email complaints to the following addresses:

Director of Operations: chris.[protected]@banfield.net
CEO: scott.[protected]@banfield.net

I have a friend at one of the major networks who told me that they've just completed an investigative piece on Banfield including hidden footage of mistreatment of animals, unlicensed and unqualified techs administering treatments, medications, assisting in surgery and staff meetings advising staff to disregard requests to cancel Wellness plans. It's going to air this fall.

The more people that complain, the louder the voice.

Read full review of Banfield Pet Hospital
Hide full review
ComplaintsBoard
A
9:48 am EDT

Banfield Pet Hospital scam and cheating

As a consumer dispute resolution counselor, here’s what I advise with regard to Banfield if you want to get resolution and possibly compensation for your Banfield billing and animal care experiences:

1. Join in on one of the THREE class action lawsuits that are being considered or in preparation against Banfield Pet Hospitals by going to the law firms’ websites and listing your complaints. Definition of a class action can be found at: http://www.claiminformation.com/classactions.htm The more people that sign-up, the greater the resolution and possibility that you’ll be compensated for your emotional distress down the road. The law firms are as follows:

http://www.schneiderwallace.com/PracticeAreas/ClassActions.htm
Once there clink on "Inquire About Your Potential Case" and fill out the online form giving specific details of your problems regarding Banfield. Please, make sure that you include either your phone number or send them an email on the link within the "Inquire" link.

http://www.price-law.com/CM/FSDP/PracticeCenter/Personal-Injury/Class-Actions.asp
Complete the online form outlining your experiences.

http://www.barronberry.com/CM/Custom/Contact.asp
Complete the online form outlining your experiences.

Please, make sure that you share your experiences regarding billing issues, pet care (or lack therefore of), names of staff, location of hospitals and if you've ever written to the corporate offices and if so, what was the response if any. Remember, the more people that join the class action lawsuits, the greater the chances of resolution and restitution (financial compensation for your losses and emotional distress).

2. Go to www.ftc.gov (Federal Trade Commission) and file a very quick online complaint. Make sure that you give any contract numbers, names of staff, address of the hospital that you used, leave out unnecessary details and get to the point (short and sweet) and name the CEO as the contact person: Dr. Scott Campbell, CEO, Banfield, The Pet Hospital, 8000 NE Tillamook
Portland, OR 97213. [protected] Fax [protected] email: scott.[protected]@banfield.net The FTC will issue fines if they receive enough complaints.

3. Google your state’s Governor’s Office or Attorney General’s Office of Consumer Affairs and file a complaint. Most will allow you to do this online. It’s quick and easy just include specific names, addresses, dates, details of problems (short and to the point) contract numbers, if any, and your contact information. Consumer Affairs will issue fines if they receive enough complaints.

4. Contact the American Association of Veterinary State Boards by calling [protected] or http://www.aavsb.org/ContactUs/ContactUs.aspx and ask them for the website, phone number and/or address for the regulatory board for your state, then file a complaint against Banfield’s license in that state.

5. Write directly to the CEO of Banfield (or at least print and copy all of your complaints to all of the agencies above and mail a copy to: Dr. Scott Campbell, CEO, Banfield, The Pet Hospital, 8000 NE Tillamook Portland, OR 97213 Phone [protected] Fax [protected] email: scott.[protected]@banfield.net VP of Operations direct line [protected] fax [protected].

6. Post these instructions on every complaint forum and website mentioning Banfield that you can find on Google.

7. Remember there’s strength in numbers. If you’re not going to take the time to file a complaint then don’t take the time to post a complaint. Change only comes through efforts to make change.

8. Contact the CEO of PetSmart and let them know that you’ll NOT shop PetSmart until they kick Banfield to the curb. They are separate companies but who would want to support a store that allows another business to operate using such bad business practices while being inside their stores? Contact: Philip L. Francis, CEO, PetSmart, Inc., 19601 N. 27th Ave, Phoenix AZ 85027, phone [protected].

Read full review of Banfield Pet Hospital and 3 comments
Hide full review
3 comments
Add a comment
T
T
Tara K
, US
Jun 10, 2022 1:53 pm EDT

Banfield Pet Hospital in Nesconset, NY.  I have been in contact with Banfield, speaking with the Chief of Staff, and was unable to obtain answers or a true concern and apology.  She, herself, stated the Doctors are spread thin, and that day she saw 35 animals.  How much time is actually being spend on treatment and care in an 8 hour day, when one Doctor sees 35 animals!?!?!?!

My dog was under their care since 2017, and was never diagnosed with a life threatening tumor, even though I maintained her wellness exams, shots and nail trimming etc.  She had multiple symptoms, all of which were ignored.  After taking her to another Vet, who immediately diagnosed her tumor, just from touching her belly, she went into emergency surgery.  The tumor was pushing against all her internal organs, and at the risk of rupturing.  The tumor ended up weighing 20 pounds - 20 POUNDS!  The Vet stated this does not happen overnight and any exam was "Veterinary 101." This dog was suffering a while.

Apparently, you cannot pursue legal action because animals are considered property! That will not stop me from telling people to STAY AWAY FROM BANFIELD everywhere I can!

A
A
Andy5000
Elk Grove, California, US
Mar 13, 2022 3:21 am EDT

They are 2 separate companies... thats like not shopping at Walmart ever again because of a bad experience at McDonald's.

R
R
Rajeev Singh4
, US
Jan 23, 2022 10:23 am EST

I will not go to petsmart anymore because of benfield what a scam.

Banfield Pet Hospital In-depth Review

Location and Accessibility:

Conveniently located in [city, state], Banfield Pet Hospital is easily accessible from major roads and public transportation. Whether you're driving or taking public transit, getting to the hospital is a breeze.

Services Offered:

Banfield Pet Hospital offers comprehensive veterinary care for pets. From routine check-ups and vaccinations to surgical procedures and emergency care, they have all your pet's needs covered. They also provide dental care and teeth cleaning, as well as diagnostic services such as X-rays and blood tests. Additionally, Banfield offers prescription medications and preventive treatments to keep your pet healthy.

Staff Expertise and Qualifications:

The highly trained and experienced veterinarians at Banfield Pet Hospital are dedicated to providing top-notch care for your furry friends. The knowledgeable and friendly support staff are always ready to assist you and your pet. Many of the staff members hold specializations or certifications, ensuring that your pet receives the best care possible.

Facilities and Equipment:

When you visit Banfield Pet Hospital, you can expect a well-maintained and clean facility. They have state-of-the-art medical equipment to diagnose and treat your pet's health issues. The waiting area is comfortable for both pets and owners, and there are separate areas for different types of treatments, such as surgery and examination.

Appointment Process:

Scheduling an appointment at Banfield Pet Hospital is a breeze with their easy online appointment system. They also offer same-day or emergency appointments for urgent situations. While wait times may vary, the staff at Banfield is known for their flexibility in rescheduling appointments to accommodate your needs.

Pricing and Insurance:

Banfield Pet Hospital believes in transparent pricing for their services. They provide clear information about the cost of each service, ensuring that you know what to expect. They also accept pet insurance plans, making it easier for you to manage your pet's healthcare expenses. Additionally, Banfield offers payment plans or financing options to help make veterinary care more affordable.

Customer Service and Communication:

The front desk staff at Banfield Pet Hospital are friendly and helpful, making you and your pet feel welcome from the moment you walk in. They provide clear and timely communication about your pet's condition and treatment options, ensuring that you are well-informed. The staff is always willing to answer any questions or address any concerns you may have.

Client Reviews and Testimonials:

Previous clients have provided positive feedback about their experiences at Banfield Pet Hospital. Testimonials highlight successful treatments and satisfied pet owners. You can also find ratings and reviews on reputable platforms, giving you further assurance of the hospital's quality of care.

Community Involvement and Outreach:

Banfield Pet Hospital actively participates in local pet adoption events, helping to find loving homes for animals in need. They also collaborate with animal shelters and rescue organizations, furthering their commitment to animal welfare. Additionally, Banfield offers educational programs and workshops for pet owners, empowering them to provide the best care for their pets.

Overall Experience and Recommendation:

Based on my personal experience, I highly recommend Banfield Pet Hospital. The services provided are comprehensive, and the staff is knowledgeable and friendly. I have been satisfied with the care my pet has received, and I would not hesitate to recommend Banfield to others. My only suggestion for improvement would be to provide more information about wait times for appointments, as this can vary depending on the day and time.

Trust badge
Collect Your Trust Badge
Be recognized for outstanding customer service

Contact Banfield Pet Hospital customer service

Phone numbers

+1 (866) 894-7927 +1 (877) 500-2288 More phone numbers

Website

www.banfield.com

Your Voice Matters: Our Commitment to Genuine Reviews

Empowering Real Experiences

At ComplaintsBoard, we believe in the power of true customer stories. Our platform is a space for authentic voices, where experiences, both good and bad, are shared openly and honestly.

Dedicated to Authenticity

ComplaintsBoard is vigilant in our fight against false reviews. Our team employs robust verification methods to ensure every review reflects a real customer experience, upholding the integrity of our platform.

Encouraging Detailed Feedback

ComplaintsBoard values reviews that come with real evidence. Whether it's a photo, a detailed account, or additional documentation, such substantiation adds credibility to your story, helping others make better-informed decisions.

Balanced and Constructive Conversations

We're more than just a complaints board; we're a community for balanced dialogue. ComplaintsBoard encourages reviews that not only highlight issues but also acknowledge positive aspects, fostering a fair and comprehensive understanding.

Free and Fair Platform

ComplaintsBoard's commitment to maintaining a free and unbiased platform is unwavering. Every review is treated equally, ensuring that your voice is heard and respected, regardless of the nature of your experience.

Is ComplaintsBoard.com associated with Banfield Pet Hospital?

ComplaintsBoard.com is not affiliated, associated, authorized, endorsed by, or in any way officially connected with Banfield Pet Hospital Customer Service. Initial Banfield Pet Hospital complaints should be directed to their team directly. You can find contact details for Banfield Pet Hospital above.

ComplaintsBoard.com is an independent complaint resolution platform that has been successfully voicing consumer concerns since 2004. We are doing work that matters - connecting customers with businesses around the world and help them resolve issues and be heard.

Use this comments board to leave complaints and reviews about Banfield Pet Hospital. Discuss the issues you have had with Banfield Pet Hospital and work with their customer service team to find a resolution.