Complain about a product or service

Banfield Pet Hospital

Alex of Tampa, FL August 19, 2009

I took my dog, Jesse James, a 10 lb Chihuahua to Petsmart for an anal express. The groomer explained that my dog was inpacted and a vet needed to do the express. I went to the Banfield in the store only because I was already there although every previous experience there had been a bad experience due to excessive wait times even with an appointment. They took my dog, did the express and returned my dog to me with no further instruction or information.

Two days later I noticed the area of the express beginning to swell. I called the Banfield only to be told this was normal and to wait a few days for the swelling to go down. Two days later my dog had a large, purple, swollen lump so I returned to the Banfield. The doctor told me that it was abcessed and needed to be lanced then proceeded to tell me that she had told the front desk girl to tell me this when they returned my dog to me at the original visit. Needless to say no one told me anything and I believe that the vet was lying to cover a mistake and placing the blame on someone else. If the vet had seen a problem when she did the express why didn't she talk to me then, address the problem and give a medical solution. I suspect that the vet was either to agressive with the express, missed the problem completely or caused the problem herself.

At the second visit I was told that the area would have to be lanced, putting my dog to sleep to do this. Dr. M immediately offered to do this procedure at no charge which confirmed my suspicions of medical mistake. It was 9:30am and I had a business meeting an hour away so I left my dog. When I called at 4:30pm to check up on my dog I was told he was just coming out of anethesia which meant he sat in a cage for at least 6 hours in pain. When I picked him up I was given 4 medications and was instructed to flush the wound and insert an ointment twice a day. This was so painful for my dog that he tried to bite me and I was forced to muzzle him to do this.

After several days the wound was not closing and looked infected. I went to a new vet beacuse I did not trust Dr. M or Banfiled with my dog. The new vet administered two antibiotic shots and instructed me to discontinue flushing the wound. I also showed the billing for the procedure to the new vet who stated that he could have done the same procedure for a little over 100 while Banfield would have charged 412. After the injections my dog immediately began to look and act more like himself.

I called Banfield back requesting reimbursement for the new vet bill of 137. Dr M refused to reimburse me, would not get on the phone and showed to interest to follow up on a dog that she had done a surgical procedure on. I was instructed to call Banfield team services where a representative contacted Dr. M directly. She told the liason that I was welcome to sue her as she would not be doing anything more. I don't feel that I should be responsible for the new vet bills caused by Dr. M and even worse to think that a vet would preform a surgical procedure and have no interest in following up on that animal is shameful and scary. It's been 19 days since the procedure and my dogs incision is still not completely closed.

Belinda of Bakersfield, CA August 27, 2009

As I read the other complaints here, I find myself extremely lucky that my experience wasn't as bad as what some others have endured. I found an 8 week old kitten and, because I have some outdoor cats, wanted to have her checked out before attempting to introduce her to my other cats. As it was a Sunday, Banfield was the only place open, so I took her there. Neither the vet nurse nor the vet did anything more than glance at Tito. I brought in a fecal sample, so they might test for worms, but they did not use - nor did they test for it themselves. They did not even take her temperature at this check-up. The receptionist out front was the one who had us weigh her.

Tito had a lesion on her leg, which we were concerned about. We were told by the vet that "she must have stepped in gum." They wanted us to vaccinate her for leukemia then, without giving her a leukemia test first. We asked what would happen if she was vaccinated and already had leukemia. The vet said it didn't matter but we weren't comfortable with this. We refused the vaccine without a leukemia test, as this was a stray who could very well have leukemia and we didn't want the vaccine possibly activating the disease. The vet instructed the vet nurse to explain the Wellness plan to us and left the room. The vet nurse tried every trick in the book to get us to sign up for this plan and, when we refused, we were hurried out of the room. We payed 70 and left without so much as the weight of our kitten.

The next day we took Tito to a real vet to be examined and vaccinated. Her new (real) vet did a proper, thorough examination on her. She was tested for leukemia prior to her vaccinations, to our relief. The "gum" on her foot ended up being a ringworm lesion. She had a bad case of ringworm which we ended up catching from her by the next day. This wonderful vet ran tests on her and made sure to let us know he was doing only necessary tests, to avoid hitting our pocketbook unnecessarily. The total bill from the real vet (including exam, tests, meds, etc.) was 82.

Kris of Saginaw, MI August 27, 2009

Just an update, I decided to go back to the vet and see how my cat was doing, even though they can't release information. I had a long talk with the vet, and am now at peace with the entire situation - they are taking good care of him now, and although I still am angry about the fees, I know he is also in capable hands and for that I am greatful.

Lawrence of Treasure Island, FL August 27, 2009

My son took our almost 15 year old cocker spaniel to a Banfield Vet in Gainesville, FL in February 2009 because of some bleeding from the ear. The vet recommended numerous tests including an EKG, Echocardiogram, etc. We all loved the dog very much but because he was blind and deaf and already past his life expectancy I questioned the extensive testing. They offered my son a wellness plan which had an initial charge of 273.74 and monthly payments of 37.95 which we assumed would end when he died. On April 18, the dog developed bloat and was euthanized by the Banfield vet that day. There was a charge of 194.39 that day and the 37.95 monthly charges have continued. I called to inquire if this could be cancelled or reassigned to my son's new cocker puppy but was informed by Chris that it was a contract unaffected by the dog's death and could not be transferred. He did offer that if my son called and answered some of their questions they would be able to non-renew in February 2010 (we had to request a non-renew for a dog they euthanized?). This is totally unconscionable and I would advise anyone to NOT deal with such a company but to find a professional Vet in an independent practice. Oh yes, on the 19th day of each month still I get the 37.95 Banfield reminder that the dog we so loved has died.

Kris of Saginaw, MI August 26, 2009

My cat came down with symptoms of a urinary blockage at midnight, something he had a history of in the past. I took him to Banfield at 8am the next morning when he was still in decent health but the effects were taking their toll. I told Banfield what was going on. Their response was to run 'tests' at a cost of 100. I already knew what the problem was, but figured it was their 'procedure' to find out the extent of his illness.

I called back at 1:30pm, and was told that I was the next call on their list and to hold for the office manager. She explained that my cat was now in severe pain, and the results came back that he did indeed have a blockage. The cost for the surgery was 690 on top of what I had already authorized. Obviously because of the delay, my cat was now much sicker than he was in the morning and would also require a multiple day hospitalization. I cannot afford a 800 lump sum bill right now.

I asked them if there was any way we could negotiate the fees, work out a payment plan, etc. Their response was offering me a 14% interest credit card with fixed payments. They would not lower the fee and were making my cat wait until I got out of work to authorize anything before even attmepting to give him care. His health was declining by the minute.

When I asked for other options, they told me I could euthanize him, or surrender him for treatment. After they assured me he would be treated and once healthy could be adopted into a new home, I decided it was the best option for his health. I did not want to kill my cat for a treatable condition that Banfield was overcharging for.

Unfortunately, his health had declined so much throughout the day that I was scared to take him anywhere else. When I got to the vet to say goodbye and to sign over rights, I was informed that I couldn't be notified of his future health, whereabouts, or anything of the like. He was so lethargic and had glassy eyes that I did what I felt was best at the time. I wish I had found this forum before I made the emergency trip to the vet - as I am now certain that I could have gotten him better care elsewhere and he could be back home with me.

I will never trust Banfield again with my pet care. I fully blame them for the loss of my pet, and the emotional spiral caused by both my guilt and anger over the situation. Yes, I recognize that my budget shortcomings are not their fault, but they also had control over giving me an opportunity to pay, reducing their fee, etc, as I had always kept current with them in the past.

Kristin of Tampa, FL August 26, 2009

On August 9th, I took my cat, Chynna, to one of the Banfield Hospitals in Tampa, FL on Citrus Park Drive. She had not eaten in 24 hours, she had thrown up everything she had eaten the previous day and I had been unable to entice her to eat anything since. Her primary vet is not open on Sundays, and I had been considering changing to the Banfield Hospital for her primary care due to recommendations from a friend who takes her dog there.

When I called to find out if they were accepting walk-ins the girl on the phone, Mallory, told me they were if I brought her in right now. I told her I could be there in 20 minutes and she said ok. I took her in and when I arrived I was told that all of the nurses were going to lunch, but I could drop her off if I wanted, they would examine her upon their return and call me. I filled out the form advising of the reason for the visit and asking them to also examine a lump she has on her throat and left her in their care.

I received a phone call a few hours later, they said she was doing fine, they wanted to do some blood work and run some tests on her. They gave me an estimate of approximately 187.00. I asked about the lump, they said the doctor would discuss it with me when I picked her up. I called a couple hours later, getting concerned since they would be closing soon, and was told that her blood work indicated she was dehydrated and they needed to give her fluids. This increased my estimate to approximately 222.00.

When I picked her up I was told by Mallory that the problem was that Chynna was constipated and backed up, that they had given her some laxatives. I was surprised and told her that I had never seen an issue with her using the litter box, she goes regularly. The nurse came out and told me that if Chynna wasn't feeling better the next day to bring her back in. Mallory told me I had to bring her back the next day, so I made an appointment. I asked the nurse again about the lump on her throat and she said the doctor would be out to speak to me about it.

When the doctor came out to speak with me he asked me why she was so dehydrated, I told him I wasn't sure, I had brought her in because she hadn't eaten and had been vomiting. He was surprised by this and told me he didn't know she had been vomiting. I was surprised that he didn't know about the vomiting since I had written it on the form when I dropped her off and told Mallory when I came in. I asked him about the lump and he told me it was just a lymph node, not a cyst. Before I left he told me to bring her back in 3 days if she wasn't feeling better. I told him that the nurse and Mallory had told me 1 day and again he seemed confused. He told me to wait for a minute and he would check. He came back and told me not 1 day, but three days.

At this point I had received 3 different stories from 3 different people. I was given no medication to stimulate her appetite, no instructions on what to do if she still wasn't eating. If I had waited three days as the doctor suggested she would have been on the brink of starvation. The only good thing Mallory did was to waive the office visit charge for me bringing my grand total down to 187.43.

When Chynna still was not eating the next day, I decided I could not trust the Banfield Hospital to take care of her. The doctor seemed confused and they had done nothing to actually help her other than the fluids. I took her to her regular primary vet and he immediately said that given her age, weight, heart rate and breathing along with the vomiting and lack of appetite that she probably had a thyroid condition. He also examined the lump on her throat and said that it was definitely not a lymph node.

My vet requested copies of the bloodworm Banfield had done and found that they didn't even run a Thyroid test despite the fact that it was clearly indicated. I spent another 137.00 at that vet to learn that Chynna has a hyperactive thyroid. With proper care and medication she is now gaining weight and eating on her own again.

I spoke with Carrie, the manager of the Banfield where I took Chynna, she sent Chynna's records over to her Medical director and they don't feel that there was anything they did wrong, and that I was in the wrong for not bringing her back the next day (the records don't indicate what the doctor told me, they only indicate what the nurse told me). I have a very big problem with a decision on whether my cat received appropriate care being based solely on records that are incomplete and incorrect based on what actually transpired that day.

I am not asking that all of my money be refunded. But, I do feel that 187.00 is exorbitant considering all they did was give her fluids and tell me to bring her back if she wasn't feeling better. I am hoping that someone there will please look into this situation. Maybe they had my cat confused with another one, I don't know. But they certainly did not help solve the overall problem.

rebecca of fargo, ND August 23, 2009

When we moved to north dakota i had talked to the vets at banfield and accounting told them we were moving and what we needed to do to because there was no banfield in north dakota and we were under contract i was told along with my 2 children nothing. and now they charged my son and myself for the contract breaking and put it on our credit reports my son was 17 at the time they made him sign his contract which they new and ic systems is charging us alond with banfield 500.00 dollars.plus there fees.

MARIA of ROSELLE PARK, NJ August 22, 2009

I took my Yorkie Peanut in for Rabbies vaccination on 8/18/09 and was informed the he was do for all other vaccines as well. When I got home later that day and reviewed his vaccine history I noticed that all other vaccines were good until 9/9/09. I feel that pushed for vaccinations that were not necessary at time. My dog was in extreme pain from 8/19- 8/20. When I called Banfield they informed me that common side effects are lethargy and soreness at injection site.

My dog could not move, when we touched him lightly he would yelp from the pain. He was also dry heaving. We took him back on 8/20 to have him examined and vet felt the the pain he was experiencing was due to a fall and not vaccines...that is impossible because Peanut was with family at all times and did not fall or have an accident. Vet prescribed medication for pain which did not help much. Thankfully my dog is healing slowly on his own. I will never take him back to Banfield.

I called to cancel my Wellness Plan and was told that since I had procedures done(those vaccinations that would expire on 9/9/09)and physical exam it would cost me 350 to cancel plan. Operator also informed me that Banfield renewed my plan 2 weeks before it expired. When I applied for this they told me I could cancel at any time.

John of Richmond, VA August 21, 2009

My dog Clancy has dry eye syndrome, or keraconjunctivitis sicca. To make a long story short, he had an appointment yesterday and the vet who had been treating him wasn't there (she said she would be, which was why I scheduled it for that time), so another one saw him, and recommended an ointment to complement the one being used which, by her own admission, was working great. When I went to check out, I asked the price of this ointment, which was packaged as a prescription in a Blistex size tube. I was told 26, so I asked to see it. Turns out it was 15% mineral oil and 85% petrolatum, which you know as Vaseline. No inert ingredients, nothing. When I voiced my displeasure to the clerk, she replied, correctly so, that she doesn't set the prices. So I asked to see the vet again, the clerk checked, and I was told she was busy. So of course I tossed the box on the counter, told her that the price was "unethical," and checked out. Watch out for these kinds of ripoffs. This tube was about .25 oz, making their price 104/oz. I figure that this is about a 10,000% profit margin.

Kym of Twinsburg, OH August 20, 2009

Two weeks ago I took my pot bellied pig to get his hooves trimmed. I received him back unable to walk. He had sustained an injury to his neck and front legs. The vet did courtasy exrays and tests and found no fractures. We took our pet to another specialist and there diagnoses was an injury.

Our original vet agreed that he felt something happened such as a fall etc. He was willing to accept the responsibility but when he talked to the administration they refused to take the responsibility. So now two weeks after a normal hoof trim and 400.00 later we have no financial relief and an animal that is lame! My animal is lame and basically unable to walk on his own and we sustained a 400.00 bill from another vet and there will be more to come.

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.

Follow us on Twitter.

Back to the top |