Banfield / refused to be seen
I have a 5 month old pit bull who when we got her had Kennel Cough. We have been trying to get rid of this for a month now. A week ago my cat got into something toxic and became paralyzed and almost died. Seeing that we take our dog to Banfield we decided to take the cat there for treatment as well, as it was close to home and an emergency. I was told the blood and urine tests ran $250+ and was basically made to choose whether to get help for my cat or take her home to die. Of course I told them to run the tests but asked if they took payment plans because we did not have all the money upfront. I was told they do not take payment plans but we could pay what we could and the balance would be sent to collections after 10 days and we could just make payment arrangements to the collection company. So 2 days later I picked up the cat, had a balance of $558.37 (which I paid $90 then) and left.
Well now a week later, my dog is still sick and needed to be seen. She is on the wellness plan so I made her an appointment and took her up there. I was denied service because I had an open balance. After arguing with the lady behind the counter for more than 10 minutes, she went and got the Vet who came out and asked what the problem was. I explained what happened and that my dog is ill and needs medication and needs to be seen. The Vet was really trying to work with me and asked if I could make a payment on the balance, pay the office visit (for the cat) and for medications, to which I said I totally could, I just did not have the $468.37 up front or I would not have left a balance to begin with. Well, the front desk lady rudely interrupted and said nope, can't do it, it has to be paid in full or it will be sent to collections and the insurance will be canceled. I broke down in tears because my pets are my babies and how can they turn us away! They have my credit card information for the wellness plan, it is not like I am trying to run off without paying, we had a pet emergency and I just think it is so sad to say you care about pets but then make people choose whether or not to pay rent or let your animal die.
I did call this morning and talked to someone who was very helpful and gave me the number to corporate and the office manager. I hate that this has happened and do not want this to screw up our health plan, but I am pretty sure it will and after the episode last night, I will be finding a different Vet to take my animals to.
I still to date have not received anything from Banfield showing me what all they did to my cat, the costs estimates, etc..
The lady behind the counter had no right to talk to me the way she did, said that Most people don't leave a balance and there are no Vets out there that will allow a balance to carry over, which is b. s. because I have taken my animals to a vet that allows payments on high balances... which is where I should have taken my dying cat to in the first place but Banfield was closer and it was a true life or death emergency. I am grateful they saved my cat but am very displeased about the lack of customer service
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