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
T
2:58 pm EDT

Banfield Pet Hospital excessive charges & office visits

My 14 yr old, female dog has become incontinent, leaking when she sleeps. It's a problem of old age... even in humans. I could see testing to rule outinfection but I instinctively knew that it was old age. After being required to pay for a second office visit and second urine test and 300 dollars later, Banfield came to the same conclusion, old age and lack of control. Prescibed med that has helped but to get refill I am required to pay for another office visit and exam... this is crazy, she's an old dog losing control, give me the meds that help before all of my carpet is ruined!

Banfield, Rancho Cucamonge but most general policy at all, just out to collect as much as possible... no reasonable service or caring for pet or human owners.

Read full review of Banfield Pet Hospital and 2 comments
Hide full review
2 comments
Add a comment
S
S
slynn1
Orange, US
Mar 14, 2014 9:00 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Take your pets to a local vet. This supports local business, and usually better care. It took me a while to find a local vet and one that was economical. I refuse to take my animals their, it is a rip off and all they care about is making money.

Y
Y
YourTruthGiver
Beaverton, US
Mar 14, 2014 8:08 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

My dog had a required routine vaccination and I was told he would need a booster in three weeks. Returned for the booster and they wanted to do another exam. I said nothing had changed in his health in three weeks and all he needed was a booster. The nurse said it was their policy to administer an exam. I told her it was not required and I should not have to pay for an office visit. I told her to get a manager to discuss this. Manager said exam was required to "protect my pet" from getting an injection if he was sick. My pet is not sick. I told her their policy was unfair to consumers, and she could charge me $40 now and lose me as a customer forever or do what was reasonable and waive the exam. She would not allow the injection without the exam. So, after a total of SIX MINUTES of exam total, one each by the nurse and the vet, guess what... my dog was healthy and could receive his booster shot! This was after waiting 12 minutes in the consult room after I checked in on time. I have NEVER received prompt attention, I guess this is their strategy to keep you on site for at least half an hour, including waiting to check out and pay, so you don't realize how stupidly expensive their $40 office visit is. They got their last dollars from me. I am NEVER going back to them. Advice to all - take your pet to an injection clinic for routine vaccinations.

ComplaintsBoard
C
5:53 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital $250 minimum visit charge if you use care credit financing

As a new pet owner I took my dog to local Banfield in June for rabies shot. Since I already owned a Care Credit card (healthcare financing card) I decided to use that for my $92 cost instead of enrolling into their wellness plan. No problem.

Three weeks later I return to same clinic for booster shot and learned my pet had double ear infections. By the time the vet and nurse had given me my instructions and medications and cleaned out the ears, I had been there over close to 3 hrs. I am handed a bill for $192. I give my Care Credit card again and was told I could not use it since the day's charges were under $250. I said Care Credit does not have this policy; nurse told me it was a Banfield corporate decision. I told staff member I used it 3 weeks prior for $92 and they took it. She said it was an error on the office staff's part. I asked to speak to office mgr and while waiting I called Care Credit. Customer Service person said they should be taking it and was confused why they would not. I requested banfield mgr to talk to customer service at CareCredit, and she did explaining how it was a Banfield corporate policy that they had in place with previous card carrier, pet credit. It was clear the Care Credit did not agree with this policy.

After their phone conversation, I strongly stated that I would not pay $250 out of pocket when they do not have this "corporate" policy stated anywhere in the facility -- no sign no rider on care credit application forms, no previous clarification during first visit. I told mgr that I have been unemployed since Oct. 2009 and it amount would be 1/2 of my check. I offered to make payments to them. They do not have payment plan policy. She suggested if I purchased frontline special for $50 it would be enough to put me over the $250. I already had a 6 month supply. Then she suggested that I purchase the Basic Plus wellness plan for one year upfront since my dog would need a dental cleaning and it would cover all services - and put the yearly fee on the Care Credit card. I felt I was coerced into this option because of Banfield's hidden policy. I spent 3 1/2 hrs in a clinic that should have been a 1/2 visit. Waste of my time and $$$$. Both organizations will be getting a complaint letter from me. Care Credit needs to know how one of their providers is operating, as well as the Better Business Bureau. BE ADVISED AND WARNED ABOUT BANFIELD'S $250 MINIMUM CHARGE POLICY

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
L
L
LRR10611376
Norcross, US
May 30, 2011 11:14 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I just had the same exact experience less than an hour ago at a Banfield. I went there with my cat less than 3 months ago and had a bill for $65, and I paid with care credit - no problem. I went back to Banfield today for the same problem with the same cat with another $65 bill but this time they tell me I cannot pay with Care Credit because of the $250 minimum. I tried to call Care Credit but they are closed and the other Banfield that I went to is closed for the day as well. I was never told this before they did the examination on my cat, despite the fact that I wrote on my "new patient" form that I was paying with Care Credit and that the individual knew that I was only going to go in there for a $65 visit. After a 45 minute argument between myself and the employee who claimed to be the manager and clearly was not, we agreed to leave the balance open on the account until "I could get enough money to pay it", but I'm going to do my research first and see what I can work out with this unprofessional bunch of people who work at Banfield. I strongly agree that if Banfield is going to force their customers into this policy that the least they can do is put a sign up or inform their customers before the visit. I WILL NEVER GO TO BANFIELD AGAIN NOR RECOMMEND THEM TO ANYONE!

P
P
Pierson
, US
Mar 13, 2011 10:29 pm EDT

I agree with the $250.00 complaint. I took a tiny kitten (less then 3 pounds) to Banfield in East Hanover New Jersey to be tested for lukemia.The visit was $48.95 the test for lukemia was $56.15 the test came back positive. The vet. suggested that because I have three indoor cats I could keep the kitten and let her live outside, I felt this was not fair to the kitten or any other cats that might come in contact with her. The vet then suggested I put her to sleep, I agreed and was then charged an additional $149.00. My total bill was $254.10

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Jul 12, 2010 9:03 am EDT
Verified customer This comment was posted by a verified customer. Learn more

From Banfield The Pet Hospital,
Thank you for your feedback and we apologize for any inconvenience your experience may have caused you. Banfield sets a minimum for our CareCredit users because of the fees we incur. We partnered with CareCredit for the express purpose of having clients pay for Pet care that they could not afford paying by other means. Because of our initial error with your first visit, we are having our Client Relations Team review your specific case and one of our associates will get in touch with you as soon as possible.

ComplaintsBoard
S
2:48 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital sick dvm owner and management

I worked in THE most abusive, racist, and dishonest Banfield there is...well actually there is probably more. I had to leave finally about 3 months ago after the DVM's repeatedly using the racist "N" word (referring to our clients) while our office manager (who also happens to be the head DVM's sister in law) would constantly steal money from the drawer and merchandise from PetSmart. In spite of all of this being brought to the head DVM's attention, no disciplinary actions were taken. To top THAT off, the Banfield Charity box kept at the front desk for donations for homeless animals CONSTANTLY had money placed inside but clients wishing to donate to a good cause...little did they know that the head DVM was taking the money for himself and pocketing it. Does anyone have any ideas for me as to how to report this doctor/facility while staying anonymous?

Read full review of Banfield Pet Hospital and 5 comments
Hide full review
5 comments
Add a comment
B
B
Banfield Overbills People
Staten Island, US
Apr 29, 2011 8:44 pm EDT

Watch this video and laugh
http://www.youtube.com/watch?v=YugT3uDpinA

N
N
NC213
Guess, US
Dec 20, 2010 1:43 pm EST

I too worked for Banfield and TOTALLY understand what your saying! There was a lot of people taking things at my hosptial as well. PLUS they too overcharged people just to meet plan! They are dishonest to clients, make racist / rude comments in the treatment area when I'm SURE the clients could most likly hear them since the doors are right there! They were even rough / mean to the animals & when I brought that up the DVM just said that dog needed a "stronger hold"! The PN weren't trained right because they would poke the poor animals repeatly with needles to get blood ... AHHH there is so much more! GLAD you got out of Banfield!

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Nov 22, 2010 11:16 pm EST
Verified customer This comment was posted by a verified customer. Learn more

For any additional concerns with Banfield's care or client service, please feel free to call the client advocacy team as well to share your feedback: [protected].

B
B
Banfield Overbills People
Staten Island, US
Nov 22, 2010 7:51 pm EST

Banfield pet hospital is robbing people here on Staten Island also. The vet tells people that the shot record for puppies in expired and they must redo all the shots! The overbill people on meds. Banfield is Bad News. Please find a good DVM.

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Jul 07, 2010 1:32 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Thank you for bringing this to our attention. Allegations such as these are taken seriously. However, in order to take appropriate action, we’ll need more information to investigate further. We’d like to invite you to call our client advocate team at [protected] to share additional detail. Your anonymity will be respected.

ComplaintsBoard
S
4:34 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital poor service/wellness plan

I took my 4 week old puppy to Banfield, for her her puppy shots, and the showed me their brochure which convince me that I would be saving money on all the puppy shots. Shortly after the puppy contacted mange, and I took her to Banfield, and they gave her medication which they said is a discount price because of the plan (55.00). That first treatment did not work, I had to take her back to them a second, third and fourth time, this is a chihuahua poor thing was scratching so much and so hard, imagine a 3.5 pound puppy. Each time I went there I had to shell out a exorbitant amount of money, for medication. Think about this not only did I have to pay money each time with the plan mind you, but me and my daughter and the puppy had t wait in the foul, funky smelling exam rooms for 3.5 hours, with one tech sticking her head in about every 20-30 minutes. We waited and waited, and here the punch line we don't do parvo shots after 6pm, this issue happen twice, but they did not hesitate to say that she needed more medication at a cost of course. Finally I got sick and tired of this poor little dog having this horrible itching going on that I took her to another vet, that was 3 weeks ago, first of all the shots were much cheaper $6.00 bucks and the medication was 7.95, I even got my other dog her rabies shot now here is the clincher all that plus office visit included for 30.00 bucks now is that cool or what. That was 3 weeks ago today she has hair and she has stopped scratching. I called the corporate offices to make a complaint and they connected me with client services, who acted liked they really cared they gave me a whole bunch of bullsh — it lines, and then closed my case with out me being notified. Please don't take your pet to Banfield Pet Hospital, they will only get sicker. Today I want all my money back cause the dog was ill at the time that I took her to see another vet. Banfield Richmond Sucks!

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
L
L
letsMakeitbetter
Port Orchard, US
Jul 08, 2010 3:40 am EDT

I will leave emotion out of it, however I want to educate. A puppy should leave mom and siblings at 12 weeks for best socialization, 8 weeks is widely excepted and 6 weeks is too young.

wht can of manage? demodex? treatment is not a quick fix.. or if she was treated with shots it may have been scabies... mange can take 45 plus days and requires multiple neg skin scrapings to be sure the pet is healed.
A dog that small should not get vaccines tht late in the day or you may end up with a er bill, chis are HIGH vaccine reactors. A diphenhydramine injection can help prevent that.

vx are usuallystarted at 6-8 weeks

ComplaintsBoard
E
12:20 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital gaming of vaccinations

I have two dogs, that have always gotten their shots at the same time, ever since I got them as pups. They were on the wellness plan at this location. I noticed that over time, the two dogs were on increasingly different shot schedules. After digging into this, it seems the purpose is to game the timing of shots so you end up paying for shots that would be covered for free by waiting next month under the plan. Some shots are "given early" to one dog but not the other. Also, I was charged for a "test" that does not appear in the dogs chart. It serve no purpose to call he national office as any compliant just goes back to the local store (the Business Officer Manager at the Stafford location rather gleefully pointed this out).

Read full review of Banfield Pet Hospital
Resolved

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

Hide full review
ComplaintsBoard
N
9:04 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital pet death

My nephew and niece purchased a care plan for their kitten. They were notified to bring the kitten in for her one year checkup. At that time, they were told that the one yr old kitten needed her teeth cleaned!
They left Marlee there; the next thing they knew was that Banfield called them and told them their little kitten had died, the heart gave out.

Of course they are devastated. I went with them to talk to the veterinarian and office staff. They were told the kitten had shown signs of agressiveness and needed more anesthetic! Unbelievable--I asked the vet why they did not notify my niece about her "agressive" kitten which was a Siamese--

He just looked at us--

A word of warning---DO NOT TAKE YOUR PETS TO ANY BANFIELD--they kill animals--if they do not know how to take care of a one year old kitten they should not be in business. This was a perfectly healthy animal--I asked the vet how much tarter the little one year had and he replied, "A moderate amount" A kitten that old did not need her teeth cleaned--Banfield just wants to make money.

When leaving the clinic area, my niece and nephew crying and so sad and upset, we were told to "Have a nice day"--

DO NOT go to Banfield.

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
Diamondliveson
Diamondliveson
Fayetteville, US
Mar 16, 2011 2:41 am EDT
Verified customer This comment was posted by a verified customer. Learn more

March 10, 2011, I took my 8 year old shih-tuz in for a mammory removal and spade.Instead they ended up doin a "biopsy." They called me twice to let me know updates and to pick her up at 6:30.the third time they called I drop my phone.the dr said he had "bad news"and she had went into I guess "cardiac arrest." Said when they left she was fine and the next thing they were calling the dr in to try&revive her. When I went in to see my little angel she was on the table covered up in her favorite blanket with dried up blood.Her tongue was hard and eyes wide open.and there was nothin we could do but cry.and the dr said "if there's anythg he could do" yea right! Didn't even sounded like he cared! As far as the bill, they were still worried bout their damn money and refunded the things "they didn't do/use" to us.like I care.I left the building while I watch my fiance bring our baby out in a box! there is nothin bringing her back!thanks to banfield my pomeranian is without a sister and we are without a daughter.Banfield, their crew, and especially the drs there at and in fayetteville, NC will BURN in hell&i hope I'm alive 2 c it!

L
L
letsMakeitbetter
Port Orchard, US
Jul 08, 2010 3:00 am EDT

Cats are more prone to death from heart problems during anesthesia than dogs. Hospitals that have the ability should offer a cardiac ultrasound pre-op and explain the reasoning for the ideal standard of care and then the owner should be allowed to make an informed decision. I have worked for Banfield for about four years and have seen the good and the bad. Banfield as whole is changing their focus to a more care driven and less $ driven motive. I have seen so many good changes as of late. With that being said please call the Corp Office and request a quality review.
Banfield actually has very high standard protocols in place. Those standards need to be upheld, during a quality review they will find if protocols were followed and look for areas of issue. If protocols were followed maybe they can have closure, if not then it needs to be addressed. The standard for a dental cleaning is pre op blood work, full physical exam, iv fluids, pulse ox, blood pressure monitoring, ecg, anesthetic monitoring and pediatric grade anesthesia. It is meant to be human grade medicine.
Cats that are docile at home can become very fractious very quick from things as mild as restraining, drawing blood etc. the safest thing in that case for the cat and staff is sedation. I can swear to you it is safer for your cat to be sedated then for them to get more worked up and distressed. You can not reason with an angry cat.
Banfield has a strict fractious pet protocol that is regularly reviewed and improved. The standard is that if a pet become fractious pre sedation then you stop and follow the correct course depending on the case. For example you may use a different sedation then normal etc. There are certain points where you stop and send the patient home and try again.
I am so sorry they lost their friend. 8 (

Annual dental cleanings are meant to prevent dental disease. Depending on diet, condition of gums etc a dental cleaning for a 1 yo healthy cat may be a very good idea. However you always weigh risk and benefit.

Regardless of the vet a few ideas to make sure your pet gets the best care:

Find a Doctor not a name you trust. I have seen some of the best doctors pass through ( and when we are lucky stay) the world of Banfield. And some that I have reported. (good and bad just like any practice). Know your vet and request them .

Find a staff "friend". I have had many clients that I stay (sometimes off the clock) until their pets are done and they pick them up simply because they know me and ask me to keep an eye on their baby. Most of us that work in the vet field do so because we love pets . Know your contact by name and make a point of expressing your trust to them and letting them know who you are a little bit. I lead clients to certain drs/nurses etc based on their needs and wants. I (and many others ) have no problem with letting it be known what we think you would want. (ie. I know this family they DO NOT want him here long because he gets anxious etc). Its nice to have an inside voice.

DONT RUSH! It is always good to check in but do not try and get a specific time, or make a team squeeze you in for any anesthetic procedure. If things are rushed they are more likely to involve error.
(I.E I live 20 minutes away I don't wanna drive across town and come back can you have them done by noon).
When we are talking Medical care you want the Dr to have as much time as possible, also with anesthesia the longer the pet is at the hospital after recovery the longer he is under supervision of a Dr and or a nurse.

If you see a problem tell the manager. Don't complain to them . HELP them better their staff and and lose dead weight. ANY good manager wants to know when (and who so please write names of who you talk to etc) and how their staff preforms . Letting them know when your service is wonderful helps to keep quality employees and if its poor it helps them prevent others from having the same issue.

Sorry for the rant.. I can understand how you are feeling and I know it is a lot to ask when your upset, but ask for a quality review and have as much info as possible. It is the way things get better, and even if you never go back, it may help another pet.

S
S
shepmom
, US
Jun 25, 2010 1:45 am EDT

I have never heard of a year old cat needing their teeth cleaned. That's beyond odd.

When they do clean teeth, they do use an anesthetic. I don't get the aggressive part where they need more anesthetic. I was under the impression they were knocked out when they did the cleaning.

Unfortunately no one can predict how an animal or a human for that matter will react to an anesthetic. I'm sure sorry about you baby.

ComplaintsBoard
M
9:55 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital excessive charges

I took my dog into this clinic because she was bleeding when she urinated. The vet couldn't tell me the cost to do tests to find out what was wrong. Dr. Mills left the room, then sent another person in and told me it would cost $412 to run the tests necessary to diagnose problem. I left very angry and went to another vet office and my dog was treated like a princess and she had a severe UTI (which any woman could have diagnosed also because she had the same symptoms I have when I get one). The other office, diagnosed, xrayed, shots, urinanalysis, 2 kids of meds, for $100 (which I expected). DO NOT GOT TO BANFIELD, RUN AWAY FAST!

Read full review of Banfield Pet Hospital and 2 comments
Hide full review
2 comments
Add a comment
Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Jun 09, 2010 4:41 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Banfield Hospitals strive to make quality Pet care affordable. If you have not already done so, we recommend you consider one of our Optimum Wellness Plans. Not only will you give your Pet the care it deserves, but you can save up to 50% (or more) on the cost of regular veterinary-recommended care. While certain procedures such as surgery may appear to be more costly at Banfield, this is due to the measures we have in place to ensure the safety of every Pet we treat.

D
D
Durand
Westbrook, US
Jun 09, 2010 10:10 am EDT
Verified customer This comment was posted by a verified customer. Learn more

Wow, $100 is cheap for all that they did. I think you may have just found yourself a new vet!

ComplaintsBoard
M
6:37 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital overcharging for services

I had been using Banfield for a while, primarily because of the convenience of being able to bring my pet in on weekends. Stupidly, I enrolled in their "wellness" program. I paid the sum of around $29 a month only to be overcharged on services and medications.
For some reason, I have noticed that in both Banfield locations I used, the service declined to an unacceptable point not long after changing locations. Going in there with my dog was like going to a cattle drive, with the doctor packing in so many pets that its difficult to even speak to the vet directly.
The last straw for me was when I took in my pet Dalmatian about a month ago. She had managed to injure her rear right leg while I was out of the house, and while not a huge emergency, she was in pain. This was on a sunday afternoon, around lunchtime. I drove about a half hour through heavy traffic to midtown to take her to the vets. There was only 1 person being waited on, in the examination room, and I saw my vet through the window of the room. Upon explaining to the receptionist what had transpired, I asked if the vet could spare just a few minutes to look at my dog and perhaps prescribe some pain medication as I didn't have any on hand at home. She lied to me, stating that the doctor was not there, to which I replied, "Then is that a mirage I'm seeing through the window?" She huffed off into the back, presumably to speak to the vet, then returned and informed me that I would have to wait 1 1/2 hours to be seen as there were too many dogs in the back waiting. This was unacceptable, particularly since I had been paying on insurance with them for at least 4 years.

I ended up taking my dog to the emergency vet which cost me over $200. She managed to reinjure her leg several weeks later, so this time I made an appointment and took her in, only to have yet another bad experience. First, the tech and the vet neither one listened to me when I explained that my dog had an old bite scar on the paw that was injured where she had been bitten by another dog at one time. The vet insisted on keeping her for xrays, etc. which necessitated my making yet another trip back and forth. I was given an estimate of $364 for all services (this was supposed to include my discount). Upon picking her up that evening, I was charged $554! I was also told her paw was shaved, and "they couldn't find any punctures", which was not what I told them at all. The vet had also upset me, saying I needed to cage my dog to keep her quiet, etc. I also told the vet about how upset I was over my earlier experience, where I had to go elsewhere for treatment and spend money. She only shrugged, and said, well, I should have been accomodated, when it was probably her making that decision to begin with. No offer to make amends either for the additional money I spent.

When I got home and examined the bill closely, I discovered that they charged me on every single thing they possibly could, including hospitalization, nurse care, etc. The charges on that bill were ridiculous. A week later, although my dog was feeling better, I made the decision to dump these people and go to a private vet I'd had 16 years previously. I went over there yesterday and showed her the Banfield bill, and she was appalled. She stated that they had pretty much doubled or tripled what the cost should have been on these services. One of the medicines I was given at Banfield, I was charged nearly $45 for, which she refilled, and the cost was $15.

I have cancelled my contract with these people, and will never use Banfield again due to this. It's a shame that you pressure people into getting insurance with you with the promise of a discount, only to take the discount back with the inflated prices and lack of service when you do bring your pet in. The last three times I was in there, they ran my bill up over $300 each time!

Read full review of Banfield Pet Hospital and 10 comments
Update by moonwitch11
Mar 12, 2011 9:43 pm EST

With them, its all about the money. I can't tell you how happy I am since I cancelled their so-called insurance and found a calm, caring, reliable vet that takes time with me and my dog and doesn't make me feel like I'm at a cattle call. The best thing about it is that her prices for meds is about 1/3 of what Banfield charged me.

Hide full review
10 comments
Add a comment
D
D
Deathtoall
Jacksonville, US
Sep 09, 2012 8:43 pm EDT

Lady you are a ###. First who the hell leaves a dog alone in a house to be injured not once, but TWICE?! The only way a dog could be getting injured like that is if it's owner has a crappy living environment or they are beating the pet. Whatever the cost it was to pay to help that pet recover was worth it no matter where you went to get the pet checked up. On a personal note I would have charged your ### twice as much and then taken your pet from you. You don't deserve the honor of being a pet owner...

M
M
monkeygirl
portland, US
Jun 10, 2011 11:23 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

actually, if you look at your invoices when you get them(at your visits)...it says how much the service would have been without the wellness plan. it also says how much you saved so far this year because of the plan...The amount I saved in the first couple of months of having a plan was more than what the monthly fee for the year was.

P
P
Paul Fitzgerald
Lyons, US
May 29, 2011 3:35 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

If it's confusing, it's not my fault. It's my position that the company has the obligation to make the nature and operation of the plan crystal clear to pet owners BEFORE they sign up and DURING the annual auto-renew process. The fact that there are so many complaints about the same issue (Google "Banfield Wellness Plan") says clearly that this is not being done and leaves the impression that Banfield wants it that way.

Putting happy troll comments after complaints may be part of "reputation management, " but as someone who has worked as operations manager in a service-oriented business, let me offer a couple suggestions. First, you said "I'm sorry" several times but it was never followed by the magic word... and, Mr. Venckman, what... is... the magic word? "WE." If you say "I'm sorry WE did not do enough to help you understand the plan before you lost your dog, " that might help. Heck, you might even say, "I'm sorry that "WE failed to correctly diagnose your dog's problem and let you pay for three weeks of treatment for urinary infection when he probably had bladder cancer, " which would be even better.

Pointing out my confusion blames the customer. Try saying, "You're absolutely right, we did not do what we could have to explain this plan, " followed by, "And this is what we're going to do about it." It doesn't even have to be something you do to help me. It could be something to help other customers avoid the same problem.

But my sense is that your company is more interested in (a) covering your rear in case someone sues you, and (b) wringing every dime out of customers because dead pets have been accounted for as a profit center in the business plan, so I'll keep getting explanations of how I am wrong. And you'll lose customers like me. As soon as I can get out of the other dog's contract.

P
P
Paul Fitzgerald
Lyons, US
May 29, 2011 12:59 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Cofusing at the very least, bordering on deceptive. The actual amount of the discounts and the actual amount held against our plan for services provided is never disclosed to the consumer. There are no statements annually, only an e-mail message (inevitably saying that the cost is going up). The only printed disclosure we receive is when they print the statement for each visit with a note that "your wellness plan saved you $XX today."

I know I'm stuck and I know I was wrong about my understanding of this plan, but that's my point. I want other people to be aware of this and not sign up for an Optimum Wellness Plan unless they have carefully read everyhing in the materials and feel comfortable that there is no unclarity about the plan. This obviously is very difficult to do in the store when you have your pet with you (squirming and barking at all the other dogs in the store) while an inexpereinced store associate runs through a canned spiel that presumably included something about the binding nature of the contract but which is difficult to undersatand at best. So implying that a customer is at fault for not understanding it is only adding insult to injury.

The automatic renewal is obviously where there would be a better opportunity for informed consent, because I have no way of knowing if the terms of the contract changed over the 12 years we had it. I assume they did. But it obviously flies under most people's radar. Googling "Banfield Optimum Wellness Plan" gives Banfield's paid ad and several pages of consumer complaints, so obviously they are not doing a good job of obtaining truly informed consent.

If this is a budget payment plan like the gas company, they should send a monthly statement clearly spelling out how much is being charged against the plan and how much is truly discounted, as well as the balance owed for the year, so consumers know where they stand. As a courtesy, they should also offer some means for customers whose pets die to receive a prorated payoff. The fact that the company absolutely refuses to consider anything like this in any case whatsoever tells me that this eventuality is clearly planned fopr as a part of the business model. As is the lack of clarity. Read the complaints, which uniformly express the same shock and surprise that I felt when given this news. Maybe there are that many careless consumers in this country, but maybe Banfield could do better job of providing clarity BEFORE the unpleasant eventuality I encountered happens. Not letting inexperienced store reps sign people up for these plans (as a way to get today's visit "free") would be a start.

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
May 27, 2011 3:49 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Paul,
The services provided in the Wellness Plan are packaged at a discounted price. When a plan is canceled, then the discount is obviously no longer in effect, which might be what you are experiencing. I understand how this may be confusing, but this set up to ensure that clients cannot use all services in one month and cancel payment for the rest of the year. More importantly, I hope you are doing well following the passing of your dog. If I did not explain this well, or you'd like further clarification, then I do encourage you to call our Wellness Plan Relations team at [protected].

P
P
Paul Fitzgerald
Lyons, US
May 27, 2011 12:46 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

"only paying for services that were already provided." So this plan doesn't save us anything, as far as I can tell. Pay now, pay later, pay upfront, or pay on installments... you're still paying sticker price. It juts doesn't become obvious until this siutation arises because it's coming out of your checking account without your thinking about it. I'm sure the above argument reflects the contract and the legalities perfectly. I'm saying it just disappoints me and serves to obscure the true nature of this "wellness plan." I hope others are more careful than I was before they sign up.

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
May 26, 2011 11:19 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Paul,
I am very sorry to hear about the loss of your dog.

Please know that you are only responsible for paying for services that were already provided. To cancel a wellness plan, you may do so by either paying for the services your pet used while on the wellness plan, or the remaining wellness plan payments, whichever is less. If you would like to discuss the details of your plans further, please contact our Wellness Plan Relations team by calling [protected] or emailing WellnessPlanRelations@banfield.net.

Also, Banfield recognizes that being able to see the same doctor is important and benefits everyone: pet, client and the veterinarian. Recent changes to our electronic medical records highlight the client’s preferred doctor, making it easy for the hospital team to schedule for specific doctors even when the client doesn’t specifically request one.

P
P
Paul Fitzgerald
Lyons, US
May 26, 2011 10:11 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You're lucky you were able to cancel the contract. They're making me keep paying for the next three months even though my dog is dead. And even then, I worry that they'll still keep deducting the fee every month because they have my bank account information. The wellness plans are deceptive and end up costing you more than going to a regular vet with straight fees. Plus there's no personal relationship at Banfield. You get whatever vet is working there this week.

A
A
Aveterinarian
Tucson, US
Mar 12, 2011 7:57 pm EST

Do you 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?

Banfield Pet Hospital
Banfield Pet Hospital
Kansas City, US
Jun 09, 2010 3:10 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Banfield The Pet Hospital:
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 visits to two of our hospitals were 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 tell us what happened.

ComplaintsBoard
J
11:37 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital bad customer service and malpractice

I used to work for Banfield in Lacey WA. Apparently I was the only one who ever cared about animals in that whole place. They mistreated the animals, they are rude to customers, they have no heart for the diseased animals, I had to bag the pets and put them in the freezer because they were too lazy to do it since they were busy gossiping and reading magazines. I can't look at a dead animal it makes me sad, but they just throw them on the ground in the laundry room where I was at most of my shift. Banfield should be put out of business and or sued for being the worse vet clinic I've ever seen!

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
Leeners81
, US
Nov 17, 2010 5:53 am EST

This is completely incorrect and the ramblings of an upset employee who was fired for some reason or another. Banfield is excellent and treat all animals with care. I am disgusted by this person and their fallacies.

ComplaintsBoard
S
2:12 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital refusal of care

I started with taking my Puppy Charlie to Banfield Pet Hosptial. It looked like a great deal to buy a plan which covered all of my dogs shots and neuter for one base price. I was so thrilled by the idea I signed one of my kittens up too (my other kitten was one day too old to sign up). Both My puppy and my kitten got their fist set of boosters, a week later the vet just disappeared. Although there were "pet nurses" there, they could not offer any vet care because there was no vet, and could not tel me why. I ended up having to take my puppy and kitten to another vet to get their second set of boosters. The vet was disgusted when he saw what vaccines Banfield had given my pets. They had given my kitten the "FIP vaccine" and my puppy the "corona vaccine". Both vaccines have not been used in years by other vets because it is thought they are more likely to cause the infection they are supposed to prevent. Needless to say my kitten now has an extreemly high corona titer. She passed corona on to my other kitten who ultimately developed FIP and passed at the age of 8 months old. I can now not get another cat or kitten until my kitten is gone due to the risk of her infecting another cat/kitten. My poor kitten is so depressed and lonely now because her buddy is gone, and she has no one to play or cuddle with any more, and there is nothing I can do about it.
When my puppy was 6 months old I wanted to get him put on Heart guard because he was to be coming to work on the farm with me. The vet at Banfield refused to sign for the online order of heart guard. She wanted me to buy Banfields version, and assured me it was exactly the same. A few months later I get a letter in the mail stating that the heart worm preventative they sole me was deffective and all dogs needed to be tested for heat worms ASAP. I took my puppy in to be tested and they refused to test him because ofa problem with my kittens account. It took me a few days to be able to get him into another vet. The new vet tested him, and he ultimately tested positive. Banfield refused to treat him because of the problem with my kittens account. Thankfully my puppies breeder came through and covered the heart worm treatment. He will be 2 this year, and although he now has life long health problems from the heart worms and treatment, he is here with me today no thanks to Banfield.
To add insult to injury Banfield is now trying to collect a little over $300 because I "broke my contract" with them by taking my pets to another vet. They refused my pets care and now they want me to pay them because I was foreced to go somewhere else!?

This place needs to be closed down. This whole company is a scam, they are just in it for the money.

Read full review of Banfield Pet Hospital and 2 comments
Update by scdo
Jul 04, 2010 3:47 pm EDT

What do you mean kittens aren't given corona. What do you think is in Banfields "FIP vaccine"? Fairy dust?
My kittens was given a vaccine that contained a virus, she then became infected with that virus. Explain to me where I am not making any sense to you, because I don't know how to make it any clearer.

I got my puppy at 13 weeks old, so no of course he was not on heart worm preventative right after I got him. Those pills are bad enough for them as is, and they are not safe for a puppy that young.
He was tested twice for heart worm by Banfield and was negative on both tests.
The only reason I went with their brand is because the vet REFUSED to sign off on me buying any other product, and it was more expensive to have another heart worm test done at another vets then to just get Banfields version.
I did get the letter in the mail, and brought that along with the box the pills had come in.
THEY REFUSED TO TEST MY PUPPY.
Can you not read?
I know a letter came in the mail I got that. I know it said Banfield would do a free heart worm test, but if you would READ, you would see that I said THEY REFUSED TO TEST HIM!

When I took him into the new vet and had him tested after being on the heart worm preventative for almost 3 months, he was heart worm positive.
Banfield refused to test him, and refused to help with his treatment or care.

How can you defend them when they knowingly denied a sick animal care. Especially when it is ALL THEIR FAULT he was sick!?

Obviously Banfield is in the wrong or that vet wouldn't have lost her license, and my states consumer protection agency wouldn't have won the law suit filled on my behalf.

That's great that Banfield has suckered you out of money and proper vet care for 9 years, but maybe you should read a little more carefully before defending what they have done.

They are a horrible company, and I pray for all the poor animals that have to suffer at their murderous hands.

Hide full review
2 comments
Add a comment
J
J
justsayin
Gainesville, US
Nov 16, 2010 12:24 pm EST

Heartguard / wormshield should be given to pups much younger then 6 months not safe for a 13 week old pup? HEARTGARD Plus has a wide margin of safety for dogs of all breeds and sizes when used as directed. It is approved for puppies as young as 6 weeks, pregnant or breeding female dogs, and stud dogs. (from http://heartgard.us.merial.com/hgp.asp) Also fyi only one heartworm test covered on a wellness plan a year and you can not test until7-12 months-- it takes 6-7 months for the heartworm to develop to the stage detected in the test. On the cat-- yes fip is a corona virus. please see more info about vx at https://docs.google.com/viewer?url=http://www.pfizerah.com/PAHimages/compliance_pdfs/US_EN_PP_compliance.pdf
The vx has been a disputed thing in the vet world for years.. mostly due to ? of efficacy . However Felocell FIP did not cause illness in cats when administered intranasally. It did not cause illness in cats infected with feline leukemia, in cats exposed to feline enteric coronavirus, in dexamethasone-immunosuppressed cats, in nonvaccinated cats that survived FIP challenge, or in kittens. Fip is very common very deadly and not so easy to test for. many articles can be searched for that give more info. What she stated about the corona titer is also correct as they test for corona virus antibodies.. high or non decreasing levels indicate fip.. however chances are the pets had fip and the virus hit a weakened immune system. I would reccomend contacting shelters etc local vets or rescues that may have a fip survivor kitty that can come live with your kitty.. Always research your vet hospital before you need them. And I dont me the brand there are a lot of Banfields. When you have volume you see many ends of the spectrum. Banfield has strict protocols and high standards, but there are always bad apples. Banfields vision is good and some of the best and worst pass through the doors as both customers and staff

G
G
getoveryourself1981
St.Petersburg, US
Jul 04, 2010 10:45 am EDT

They had given my kitten the "FIP vaccine" and my puppy the "corona vaccine". Both vaccines have not been used in years by other vets because it is thought they are more likely to cause the infection they are supposed to prevent. Needless to say my kitten now has an extreemly high corona titer. She passed corona on to my other kitten who ultimately developed FIP and passed at the age of 8 months old

Um...how does your kitten have a high corona titer? kittens are not given corona. you not making sense. ive been going to banfield for 9 years and have never had a problem. the heartworm pills that were recalled were recalled for a low amount of ivermectin and they were supposed to retest at no charge and give a new box of prevention, it states that in the letter they sent out. Its not banfields fault that a medication was recalled when they do not make nor manufacture the medication. Also how old was your puppy? was the puppy on heartworm prevention from the time you bought him?

ComplaintsBoard
R
11:59 am EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital poor treatment

I wanted to share a terrible experience at your Benfield Veterinary clinic in Parker CO on 5/26/2010. I called the location on 5/25/10 because my kitty cat of 16, almost 17, years was extremely sick and we could not get him into our regular vet until 5/27/10. We brought him in, got checked in, and waited for the vet to come in. When the vet came in she informed me there was nothing she could do until she performed blood tests in the amount of $255 dollars to diagnose him. Now, I can understand if there were no physical symptoms or if the cat was healthy and vibrant that these tests would be required. My cat was extremely old, frail, was losing significant amounts of weight, clearly dehydrated, had basically stopped eating, and I had already been asked multiple times how long he had been lethargic. I explained to the vet that I did not want to make him needlessly suffer and did not feel that these expensive blood tests were going to change the outcome; it was time to let him go. Shockingly, your doctor refused.in fact, she began to explain to me that it was company policy that these tests be performed. She explained she had never seen him before and he wasn’t "comatosed" or anything, she would not euthanize him. I was extremely upset, expressed that we had another appointment the next day and were only there because I felt it was necessary to have him seen so soon. I also stated that I found it unusual that your company policy was to force grieving families to spend unnecessary money in an effort to treat a pet that had lived a long life and clearly had dire medical issues going on. She still declined. Interestingly enough, she offered to send me home with antibiotics for him. I asked how she could prescribe antibiotics when she hadn’t performed the blood tests. Interesting, seems the company policy is only in effect for customers who have been profiled as able to pay the price? Either way, I want you to know we took him to our regular vet yesterday morning where he was humanely put to sleep like he should have been the day before. He was put to sleep because our regular vet could clearly see that there was one of three things wrong. His kidneys were failing, his liver was failing, or he was diabetic and would require lifetime injections. It seems odd to me that your vet could not see what was going on, but another could?
The point of my letter is to let someone know how incredibly in-humane I find this entire experience. We were forced to take a sick kitty in and out, back and forth, to two different doctors to be poked and prodded because your vet continued to do nothing but quote company policy! Company policy is the way products are returned, or why you can’t get cash back without a receipt, NOT why your family member is clearly forced to suffer while the doctor continues down her power trip! I am disgusted, horrified, and don’t think I can continue to spend my money in a store that does not practice humane treatment, even when that means euthanasia. Yesterday, I told my neighbors, co-workers, friends, and family members what happened at Pet Smart and I can assure you they will think twice when faced with a choice of where to take their animals.

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
W
W
WhyMyMindWonders
, US
Jul 02, 2012 9:36 am EDT

I'm sorry, but I have to say something about this. The other vet that you took your animal to the following day could not has possibly been able to adequately say that your cat's kidneys or liver was failing or that he was a diabetic without doing some type of diagnostics--via bloodwork, urinalysis, radiography--something to support things views. Otherwise, it was just a guess---point, blank, period and that's not vet medicine. Although I do not know the entire story surrounding the first vet, it is the vet's call to decide if it is OK to put down an animal, WITH SUPPORTING EVIDENCE, that it's in the pet's best interest. I also do not know if you had any history (supporting documents) on your pet available to the vet--that maybe another vet had diagnosed your cat with x, y, or z...that all would have made a difference. They have the right to refuse to do that if they think that it is something that can be treated or helped. Since it seems you did not want any diagnostics preformed and merely wanted the cat to be euthanized, no one could say if it was treatable. Sure, you also have the right to take your animal to another vet who may or may not preform the euthanasia as well, but the proper way for things to be done, is to make a diagnoses or have some type of supporting evidence that this animal has a condition that can not be treated or that quality of life will be affected even with treatment and it's in the best interest of that animal to be put down. Let me give you a simple example--using your own vets "presumptive" diagnosis with no supporting evidence. Let's say your cat was a diabetic...so sick that it was now a DKA, which is worse than just being a diabetic. He would be very sick, but the condition is treatable and can be managed if the owner is willing to manage it. Something like this could have been easily diagnosed by a urinalysis or blood work. Most vets would not feel comfortable putting an animal down without knowing the reason why they should have to put it down, especially if it's something that can be treated.

ComplaintsBoard
K
1:09 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital kitty died having routine procedure

They killed my persian kitty! My kitty went into have a routine procedure and was pronounced dead only after 4 hours of delivery of my pet. After I got the call from the doctor, I was appalled to find out that there was additional charges for "trying to save her life" on top of the cremation and burying of my pet. I asked for copies of the doctors notes and was further upset to find out that recorded on the records that they had "difficulty" just placing an intubation tube. It took 2 doctors and 2 nurses to keep my kitty from recieving enough oxygen before suffocating her and therefore she went into caridiac arrest. The doctor said that the kitty had "a sensitivity" to the general anesthesia. Yet, I don't find the doctors records making any reference to this. There is no rvt on site at this location. This should be a must with any clinic you go to. My advice, is ask. Found out that the "assistants" without proper training our allowed to "practice" their book learned skills. It took the general manager over a week to call me and agreed that an thorough investigation would be completed and I would be called. Well that was 2 months ago and now finding that for the last few months I have been charged monthly for the wellness plan for a kitty that is no longer alive to recieve treatment. Several phone calls later... There is a cancellation fee... Imagine that!

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
K
K
2katty2
Clallam Bay, US
Sep 03, 2012 12:45 am EDT

This Vet clinic needs to be closed down. They have killed to many innocent animals and they always say that the animal died of something else...

ComplaintsBoard
C
3:27 pm EDT

Banfield Pet Hospital hurt my pet and refused to work with me

I took my pet in for a leg injury, they did an x-ray and told me they didn't know what was wrong, helped others who arrived after me, then improperly bandaged his leg with a little cotton and an ace bandage and it swelled to double it's size. They charged me over $300 dollars. When I called back after I saw the swelling the customer service lady was very rude and defensive and told me she would do nothing to fix the situation. They charge an x-ray set up fee of 40.00 then each x-ray cost 31.00 then there's an x-ray diagnosis fee of 80.00. For a total of $180.00 to tell me they don't know. I called around to other vets and the whole x-ray fee is 75.00. Definately take your pet somewhere else!

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
B
B
banfieldkilledmissy
Pennsauken, US
Feb 18, 2015 2:38 pm EST

They killed my dog, Missy.

View 0 more photos
ComplaintsBoard
M
4:35 pm EDT

Banfield Pet Hospital don't deal with them

A friend took her cat to Banfield because her mouth was drooling and she was chewing at her body. She was put to sleep and given a bath, cut her nails (missed a nail) and they checked her teeth. She was given some First Shield to put on the cat. Nothing was said about the drooling. A week later she was taken to another vet and come to find out the cat's toungue had been cut by something that had been around it. Banfield should have caught this when they checked her over. Won't go back to them.

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 8:51 pm EDT

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

ComplaintsBoard
B
2:49 pm EDT
Verified customer This complaint was posted by a verified customer. Learn more

Banfield Pet Hospital egregious veterinary malpractice

Bob hall
July 2005 – may 1, 2010

Cared for on april 30, 2010 by:

10:30 am – 6:00 pm: banfield pet hospital
petsmart
7777 dr martin luther king st n
st petersburg, fl 33702
[protected]
care of: dr. merari cruz

At 4 am on friday april 30, I noticed bob trying to use the litter box, but did not see a urine or fecal sample. unsure what trouble he was having, I watched him try four or more times over the course of three hours and noticed that he looked like he was in pain every time he tried. I made plans to take him to the vet immediately.

I began phoning vets and took him to banfield pet hospital on 9th street before 11 am where he could be seen immediately. bob was alert, agile and completely normal except for the pain in his abdomen when manipulated. I explained that it seemed he had unsuccessful litter box attempts for a few hours, which was first discovered at 4 am when I awoke, but he was otherwise normal. dr. merari cruz felt his abdomen and told me that he felt impacted with feces which was blocking his urethra, needed an enema with manual breakup of the blockage and that would relieve the pressure off of his urethra which was preventing him from urinating. (witness, bill rice, in room.) I agreed to their estimate for this procedure for $188, was relieved and went home to await any news.

Within an hour they called to tell me that he was indeed not constipated, he had a full urinary blockage. they did not ask me to come in to discuss necessary procedures or fees or sign any other authorization forms, but asked for blanket approval to do anything they wanted, which made me uncomfortable because I did not have unlimited funds on such short notice and I did not want to agree to treatments and tests that could total thousands of dollars without my ability to discuss what they were individually and decide what I felt necessary and able to pay for.

I asked to call back in a few minutes. I called a several other vets to compare prices and ask what were the absolutely necessary procedures for a urinary blockage and received very uniform answers, but could not get an immediate appointment elsewhere. I called to be sure I could borrow the funds necessary to cover the average costs of around $600 with blood work for the procedures as quoted by the other vet offices I spoke to and decided it was best not to move him. I called banfield back within 10 minutes to authorize very specifically that they (1) remove the blockage, (2) flush his bladder, (3) put in a catheter, (4) provide him any necessary medications and (5) provide iv fluids as is standard procedure for this type of blockage. I then asked them to tell me exactly the costs of these procedures and the girl on the phone told me it would be $310. I agreed and authorized that they do the five things requested and call me if he needed anything else.

They never called me or told me that he needed additional medications, procedures or fluids. I called around 3 pm to check on him. they said he was starting to come out of his sedation, they had removed the blockage, installed the catheter successfully and I could pick him up around 6 pm, as they closed at 7 pm and I must have him out of there by then. seems they were more concerned with going home early than the health of my “child”. I had to insist on speaking with the doctor. dr cruz came to the phone and warned me that he was not out of the woods yet and I needed to watch that urine production continued steadily through the night to be sure his kidneys were functioning. I assured her that I was quite capable of caring for him with proper instructions and I would be his nurse constantly through the night, every single minute for his care. I asked if he would have an iv bag and catheter collection bag to ensure that he was receiving enough fluids and processing them. she said that there was too much risk of the tubes being kinked, which could block him again causing his death and she did not want to do it. I just needed to be sure to watch him to see that fluids were flowing.

When I arrived at 6 pm to pick bob up, they asked me to pay $420 without presenting me with an itemized bill and without my seeing my animal or the doctor for a follow up to discuss the procedures completed, his current condition, prognosis or other necessary procedures they felt were essential to ensure his survival. they were busy at the counter and would not give me a private room to speak with the doctor but I continued to ask two different girls at the front desk about follow up care, for an itemized statement and an explanation of what exact procedures were done that caused my bill to increase more than $100 than quoted. I was not unwilling or unable to pay the bill, I simply wanted exact explanations of all charges and itemized statement so I was certain what procedures had been done. they would not allow me to see my animal until I paid my bill. I continued to insist and they presented an itemized bill, but I was still very confused about the charges, unsure about the full extent of procedures they administered to my animal and continued to ask questions without receiving direct answers.

Dr. cruz finally met me out in an aisle of the pet store as if it were an inconvenience and I was a problem, rather than in an exam room with my pet. she told me that she had to give him a shot during his procedure because he had vomited and that was why my charge was $100 more than quoted. she showed me the blockage that was removed (the diameter of a sewing needle), told me to watch his catheter tube to be sure fluids were flowing and take him to an emergency vet if he vomited or cried out. I then asked if he had received any fluids during or after the procedure. she was interrupted and walked away without answering or returning. as it turns out he was never administered any iv fluids during the procedure or after, thus causing his acute dehydration and demise (which I did not know at the time) but I was not able to determine this for sure from my invoice or their lack of direct answers and proper attention to me as a paying customer.

Two other cashiers tried to answer questions for me in between helping other customers at the counter, again treating me as if I were a nuisance. I was there, I was a paying customer with a gravely ill pet, I had waited for 20 minutes while they helped other customers before me, I had paid them over $400 without ever seeing the state of my animal and they still would not give me the direct attention necessary.in all, five different people came in and out of doors, as if I were interrupting them to answer questions and none were fully answered by any of them. finally, a girl gives me the number of an emergency vet to contact if he had any problems or more questions, gave me medications and instructions to dose him when I got him home and comfortable.

I asked for a copy of all his medical records including his lab test results, just in case I needed to rush him to an emergency vet through the night and was told they could not give it to me because it had not been entered into the system yet, they do it at night. I asked for a photo copy of whatever they did have and they refused, asking me to just wait until the morning. I was distressed, exhausted, I had already paid the bill because they would not let me see my animal until I did and they finally brought out a comatose cat, put it in my arms telling me that he is just still a “little groggy from the sedatives”, told me to bring him back in the morning and walked away. at that point my bill was paid, the cat was in my hands, I was in complete shock and they began helping other customers as if I were continuing to be a nuisance. bewildered, overwhelmed and in incredible emotional pain over the state of my beloved pet limp in my arms, I left as there was clearly nothing more they would do. it was now after 6 pm on a friday, other vets were no longer open, I was not sure what to do, they assured me he would be ok as soon as his sedatives wore off, “he was just groggy” they said, and told me again to come back in the morning.

I arrived home with him around 7 pm, his condition the same as when I left banfield. I was gravely concerned about his condition but reluctant to rush him to the emergency vet if he was simply still “groggy” from the sedatives.

He was slightly responsive but did not seem right, he seemed in pain so I gave him the pain medications as they had instructed. he had a drip coming from the tube so I thought things were going like they are supposed to, but he was not able to drink fluids due to his state. I tired unsuccessfully to get him to drink fluids, watched him hoping that the “groggy” would start to wear off soon and he kept looking worse. he started to cry out, heave as if he might be trying to vomit and breathe fast around 9:30 pm.

By 11 pm, I arrive at the emergency care center on belcher road with him in this distressed state. they confirmed that he was in shock, was experiencing hypothermia, he was more dehydrated than they have ever experienced in the entire history of their practice and immediately began iv fluids and oxygen with him on a hot pad to bring up his temperature. dr lisa driben explained to bill rice and myself how she could not understand why they did not administer iv fluids, did not have a closed iv system on the cat or why they sent him home in his condition and still so heavily sedated. she explained that the proper procedure was to administer fluids in a closed system to ensure that kidneys were functioning properly and she also said that she has had several pets come to her is such deplorable conditions from banfield. it is common knowledge to any trained veterinarian that an animal who can not drink fluids of its own accord, being drained by a catheter will dehydrate and perish.

He was unable to be revived and passed around 4 am on may 1st.

On may 3rd, I finally receive the full records from both offices to discover that the documentation in the banfield records is incorrect to the point of blatant and intentional falsification to avoid responsibility for their negligent care. they stated that I told them the cat could not pee for days, when I clearly told them I first discovered this at 4 am the same day. I personally watched the girl write it in the file. they refused to give me a copy of their hand written notes.

Their records indicate that I refused iv fluids, blockage removal, catheterization and a bladder flush when they clearly performed these procedures, which I authorized over the phone around 3 pm. all of these procedures are documented on an itemized bill received upon bob’s discharge, so this also clearly indicates that they have false information in their records. they did not administer fluids, their report says that I refused to authorize it. I specifically requested it when I approved the other procedures and thought they had done it or I would never have left with him in his condition. if dr cruz sincerely thought that I had refused to supply iv fluids for this procedure she is negligent for not telling me that it will kill the animal and that it is cruel. dr cruz should have told me he would not survive without iv fluids and never allowed him to leave in his state if she legitimately thought I had refused it.

Not only is this facility grossly negligent in the care of my family member, but if they allowed him to leave in that state and die such a horrific death that I had to witness, will never ever forget and possibly now need therapy for because of the heinous emotional distress I went through with him, it should be considered both animal and human cruelty.

I don’t and can’t have children. bob, was my child and he wasn’t even 5 yet. when he arrived at their location at 11 am on friday, he needed care but was healthy and alert. by 6 pm when they discharged him to me so unprofessionally, he looked like he was still under complete sedation and by 9:30 pm he began to go into shock. they made me take this cat home in this condition because they wanted to go home at 7 pm. they never once told me that I should take this cat immediately to another vet for continued care in his condition. they told me he was groggy and he’d come out of it soon.

This is gross negligence, abuse and cruelty all in one incident that should not go overlooked or unpunished.

If their office was incapable of handling such a serious medical condition because they do not provide over night icu care to animals, they never should have told me they could handle the case and referred me to a specialist instead of taking my money and killing my family member.

They preferred to empty my wallet at the expense of my child, leaving me $1200 in debt, paying for the loss of my most loved family member who was in the prime of his life and the absolute center of mine.

Banfield pet hospital killed the equivalent of my son in the cruelest way possible and forced me to be an unwilling participant in it.

If you have a similar story please contact me at kcproductions4fl at hotmail dot com. I want to create change and it takes more than just one person. please help and feel free to send any recommendations, links, referrals or legal agency contacts as I plan to take either direct or class legal action.

~teresa~

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
A
A
Anon
San Francisco, US
Jun 20, 2010 2:52 pm EDT

I work for an animal hospital.

We NEVER, EVER EVER EVER allow a sedated pet to leave our care until they are fully awake, alert and responsive. We will take all the time necessary to demo how to give meds, and our nurses explain the doses, and then when we charge you out, we go over everything AGAIN. We make sure everything was explained to you, go over the doses again, then explain every single charge. Our clients standing in front of us are the priority...professionalism and excellent training and proper time management are why we can handle emergencies while processing regular appointments.

We never work alone so that there is always another person able to field the rest of the work while the other person is dealing with the client.

I am appalled at the behavior of this hospital staff and the doctors. It's simply bullsh-- to have allowed you to leave with your cat when he was "limp". This angers me beyond belief!

I am also I cat mom who has a little guy that is prone to urinary blockages. You won;t know this until it happens...some cats never have a problem. He was cath'd once, I said never again. Making sure he was getting enough water (this is sometimes the reason they get blocked in the first place - they need water and wet food!) I discovered my guy simply didn't like the water dish...he preferred the sink! So I left bottled water in the sink every day. Whatever works to get him to drink! I also purchased a natural cranberry powder supplement for his food. That was 4 years ago. No more blockages since. (He still doesn't like the dish, but he seems to like this coffee mug with the pic of a dog on it! :)

I am so sorry for your loss. Shame on Banfield. (By the way, we never refer anyone to them for a reason.)

ComplaintsBoard
J
5:06 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital feeling ripped off-dont trust my pets care to banfield

After the experiences I have had with Banfield. The ladies at the front desk are very nice and helpful but I have no confidence in trusting my dogs health to the vet. I would say they are adequate for routine shots but nothing more. Long story short they did not catch that my puppy had tape worms even though I told them I thought he did. Apparently the routine dewormer is not enough to kill tapeworms which require a special shot that they did not think to tell me until my poor puppy had suffered from tapeworms for 2 1/2 weeks, despite numerous calls asking when the worms were supposed to be gone.
After bringing him in at 5 months because he was limping they told me he may have something broken and they would need to do an xray-while he was under anesthesia.. estimated cost: $550.00 - I felt like they were trying to rip me off when they said they would not recommend doing the xrays while he was under for his neutering to save money and the danger of putting him under twice.
We did end up combing the procedures which saved three hundred dollars. They only took x-rays of his knee which Dr. Studdard said was the problem. She referred us to an orthopedic vet and when I took him there the new vet said his knee was fine and it was his hip. So I had to pay 250 more to have the new place xray his hip (while he was awake, apparently you do not need to put a dog under for a hip xray)

So it is his hip and we are having the new vet do the surgery to fix it.
We cannot get our money back from Banfield for the wasted xrays they performed. I understand she may not be a orthopedic vet but common sense would tell me that if she was unsure of what may be wrong with a dog (while his owners were paying hundreds of dollars to find out) she should probably take xrays of the hip and knee just in case.

Also the fact that nothing is actually wrong with his knee and she "interpreted" (there was a 70.00 interpretation of xray fee) the xray to me as if there were many things wrong with it bothers me.
I would think that a vet would know a little more about general structure of dog bones, even if that is not your specialty.
While I am upset about wasting 250 dollars on these worthless xrays due to the lack of common sense by the vets at Banfield I am more worried about the animals that are taken there for things other than normal shots.

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
slynn1
Orange, US
Apr 30, 2011 9:03 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

For future reference, tape worms are easily treatable. Most pet stores have pill form medication for them. Sorry about your experience. That is horrible!

ComplaintsBoard
F
1:21 pm EDT

Banfield Pet Hospital proscribes defective medication that lacks expiration dates

Banfield Pet Hospital is proscribing medications that lack an Expiration Date. The product sold had no potency or effectiveness - was a Fish Oil Vitamin that contains NO fish, just oil ($26).

I returned the product, and the second batch WAS the same thing - just Oil. What make's it so bad - THEY JUST DON'T CARE. My experience was with the Roseville, MI Banfield, but the Corporate office is also indifferent and hostile to Customer Issues. DON'T TAKE YOUR PET TO THESE PEOPLE.

Read full review of Banfield Pet Hospital and 1 comment
Hide full review
1 comment
Add a comment
insideman
insideman
, US
May 22, 2010 9:34 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

What did you expect from a supplement? Why don't you just go to Wal-Mart and buy some fish sticks for your dog.

ComplaintsBoard
F
5:18 am EDT

Banfield Pet Hospital misdiagnosed problem and ripped me off

I took my new puppy to Banfield Pet Hospital in Columbia, Maryland for diahrrea. The vet told me he had Giardia, and put him and my other puppy on Panacur for 5 days. He told me to bring the puppy back in 3 days for a recheck. The girl in the front office told me it would cost $32.95, and it would be covered under todays visit. When I came back 3 days later, the same vet kept trying to get me to sign up for the wellness plan, before he even checked the puppy. I asked him why he didn't tell me about the plan before I spent $410.69 on the first visit. He said it was because the puppy was sick. He then told me the puppy was fine, and charged me another $67.11. (Evidently, the girl behind the desk was wrong when she told me that the visit was covered.) The puppy continued to have diahrrea, so I took him to another local vet. This vet diagnosed the problem correctly, and told me that a Giardia test is totally useless. The puppy had Coccidia, and was well within 5 days after being on Albon and Metronidazole tablets. They only charged me $131.42, and fixed the problem the first time. I am still receiving calls from Banfield at home, trying to get me to sign up for the wellness plan. NEVER in a million years!

Read full review of Banfield Pet Hospital
Hide full review
ComplaintsBoard
O
6:51 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital wellness plan warning

Please, please - before you sign up for any of Banfield's pet wellness programs that allows them to bill directly to your credit card - be aware that you can NOT stop the billing, even if you go through all the hurdles they've placed in contacting them. The local people are required to push these wellness plans or lose their jobs. The local people who sell you the plan are not the people you (finally) reach to try and cancel. And the communication between those two groups is conveniently vague. Banfield's account management can be contacted @ [protected]. This number is not posted on any of their websites. The people you finally reach there are powerless to do anything but read you the corporate mumbo-jumbo and accept payments. Banfield will continue to bill you even if you've gotten through to a live person and requested cancellation. They will continue to bill you even if your pet died three years before. If you try to stop the billing by cancelling the credit card, Banfield will turn your account over to one of their collection agencies, one being I. C. Systems @ [protected]. These agencies will start "hounding" you relentlessly and you'll have a huge black mark on your credit report. You can either pay them the money plus 40% for the collection agency, you can spend a couple of $thousand for an attorney to successfully clear it up, or you can put up with the harrassment for years on end. Those are your only options. Their hospitals are for the most part, good people doing a good job. Their wellness plans are one of the biggest frauds perpetrated on the public. I urge you to look for other complaints, discuss this with others, and again, please do your homework before stepping into this astonishing trap.

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
J
J
jon claude
New York, US
Aug 31, 2010 7:53 pm EDT

yes, you do have to pay the remaining monthly installments of the plan, but after you finish paying it off for your year contract, you can then cancel the plan and not pay anymore. also, of course cancelling your credit card isn't going to stop your payments! that's absurd... if you owe something for a product, no matter what it is, you can't just decide to stop paying for it

ComplaintsBoard
B
4:15 pm EDT
Resolved
The complaint has been investigated and resolved to the customer’s satisfaction.

Banfield Pet Hospital deceived

I took my new pet to the veterinary in December 2008 to get it vaccinated. I was offered an insurance membership with the understanding that it could be canceled. I called in August 2009 to cancel the membership, I was informed by a rude lady that I could not cancel the membership that I had to pay for a ful year. After a long discussion, I asked her to cancel it in December. I forgot to call in December and there is an automatic withdraw from my account so I did not really noticed it. I called today to cancel the membership and I was told once again by a staff name Lili Flores so she said, that I could not cancel my membership and that I had to wait til December to cancel. She stated that I took my dog to the vetlas month and that the visit was $330. The visit was a well check up visit. Human well check ups are about $75. I feel trap. I told Lili that I do not longer have the dog and that I had paid enough money. I have taken the dog to the vet in the 2 years I had him about 3 times. I feel this company and system is a rip off. I want to get out of this memebership. The vets in Grand Junction should not recommend this insurance to their customers.

Read full review of Banfield Pet Hospital
Resolved

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

Hide full review

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.