The complaint has been investigated and
resolved to the customer's satisfactionResolved Banfield The Pet Hospital — customer service
resolved to the customer's satisfaction
I don't even know where to begin. I have been a client of Banfield, Eagan for over 5yrs now. I have gotten to know all the staff as they have helped care for my 5yr old Weimaraner. I was fairly happy with them so when I finished college to be a vet tech I decided to work for the company~against the advice of every single instructors/vet techs at my school. They all told me I would regret it. Well, they were correct. Not only was the level of animal care incredibly disturbing but the lack of knowledge and compassion by the staff was horrifying. Aside from that nightmare in the midst of the 5 months I lasted there (before I told off the office mgr ~who had NO PRIOR MEDICAL BACKROUND!) I fell in love with a little abandoned dog. The Dr. said that if someone didn't take it he would either be euthanized or sent to the humane society~this dog had spent the first 4yrs of his life locked in a laundry room. I decided to take him. The lead Dr. gave his permission to put him on a wellness plan so we could neuter him. A few weeks prior to me adopting this dog, Banfield had rolled out a new wellness plan that was specifically designed for dogs that had not been spayed/neuter prior to turning 6 months old. So, we neutered him, a few months later I wanted to get him in to have a dental so I upgraded his plan. I talked it over with the csc (receptionist) the morning I brought him in for the dental and also had requested a few additional services that I was happy to pay for. The treatment plan that I signed that morning was for $72.00 but when I came back to pick him up his bill was suddenly $378.00!!! I waited for an hour so they could try to find out what this 250.00 charge was that appeared on my bill and no one knew. The csc even called corporate 3 times and they had no idea what it was either. So knowing me for 5yrs she said that I should go ahead and go home and she would work on finding out what this $250.00 charge was for. TWO weeks later she calls and said I was being charged for his neuter. I have upgraded my other dogs plan to the highest plan which is the optimum and NEVER had this happen. I have argued with them stating that had I known that morning when I signed a treament plan for $72.00 that I was going to have to pay for the neuter I NEVER WOULD'VE UPGRADED HIS PLAN!!! Why should I pay the price for their incompetance? Their policy is that when a client signs a treatment plan they are basically signing a contract agreeing to pay the amount that is listed on the treatment plan and IF there are additional charges they will call you before they proceed. I'm so angry and disappointed in this company. I do not understand why no one informed me that if I were to upgrade his plan I would have to suddenly pay for his neuter. Why has that never happened when I have upgraded my Weims plan? They have now sent me to collections and are destroying my credit. I will never take my pets back there again. I'm so disappointed that my 5yrs of loyalty meant nothing and that this is how they treat their clients. Not only was I traumatized but the horrifying lack of animal care but now this bull!!! As a previous vet tech with Banfield... I BEG ALL OF YOU TO NEVER TAKE YOUR PETS TO ANY BANFIELD!!! You have no idea what goes on behind closed doors!!! And you don't want to know!!!