Complain about a product or service

Banfield Pet Hospital

Heather of Pineville NC (03/04/08)
Today, I dropped off my kitten to be spayed. I also dropped off my 2 male cats for checkups. The receptionist mixed up the cats paperwork and put the wrong name/paperwork on the wrong cage. The anesthesiologist never checked the sex of the cat in the pre-op exam. The Vet never checked the sex of the cat in the pre-op exam. So my MALE CAT WAS CUT OPEN FOR A SPAY. Do you get the level of incompetence here? It took 3 people screwing up for this to happen. How can there be no checks and balances in place??? Why is there no identification ON THE ANIMAL??? When I brought my kitten in last December, she had ear mites. I was given medication and told to return with the medication in 3 weeks. No one told me I was supposed to GIVE HER THE MEDICATION. So my other cat got a serious case of ear mites. There is only 1 Vet at that hospital. It is obviously understaffed and highly incompetent.

Simon of Chattanooga, TN March 3, 2008
Pet was initially diagnosed as having cysts or simple, operable tumor. Immediately after surgery, DVM stated unequivically, that the tumors were malignant, had mastisized and would recur in 3-6 months. When I asked about a biopsy, he dismissed the idea, stating it won't tell me anything I don't already know. I ordered a biopsy which indicated the tumors were BENIGN. A second opinion supported that finding.

Surgery cost 400 and the biopsy 90! I suffered anxiety and great distress due to DVM's rash misdiagnoses.

Raquel of St Augustine, FL February 15, 2008
The experience was awful. I already made a statement. Everyone should stay away from this place. If you LOVE YOU PET, DO NOT TRUST YOUR PET TO THESE PEOPLE.

Have a lawyer contact me. MY MEDICAL ASSISTANCE PET IS DEAD, AND THEY CHARGED ME 9 months after my contract was terminated without authority and after my dog had passed. Yes, they knew she was gone.... How dare they? I have called repeatedly trying to resolve this issue, and they have not so much as tried to cooperate.

Raquel of St. Augustine, FL February 15, 2008
My Little Brussles Griffon Terrier was in need of immediate care as she was not only my pet but also my therapy pet. She was coughing and not breathing properly. I brought her in, and she was treated for an EAR infection. The vet gave her antibiotics, medications. I asked about the cough, and 500 Plus dollars later, discussed with me the insurance program that would save me money. I signed up. Again, she was not well. I drove one hour to be seen again. She needed to be seen immediately. New to the area, I looked in the phone book and noticed there was a Banfield closer to my home in Orange Park. I called and spoke to the Vet tech, explaining that my therapy pet was ill, and it would take me 1 hour to get her there vs. 15 min to Orange park. I specifically asked, if she could be seen at this location without any problem. The vet responded, no problem, just take her over and I will fax the records over right away. I asked if I had to sign anything or if there was going to be any fees and she said, no. My girlfriend and I took my pet in the car; she called a friend of mine who is an experienced dog trainer and explained the symptoms. He suggested we seek immediate medical help and have a chest xray taken. I brought my dog to the Orange Park location where one disaster after the other only added to the stress that followed. First, though there was no one waiting, but they kept me waiting for over 90 minutes. A huge vet tech took my little dog back into a poorly organized room, did not properly restrain her while trying to insert an IV and caused a terrible Hematoma not to mention two punctures--that is called sloppy work. The dog is now sick and over stressed, and I am further stressed as an MS patient.

Now I am left to wait in a room for another hour with a trembling dog. Her records have yet to arrive, and the DOCTOR IS WINGING IT. I end up telling him what to do and where to look. Somewhere in the middle of the consult I call my trainer who called the Original office and then they talked to the Manager and got the doctor to return and treat my dog--not just look at her ear. A heart murmur was identified, an enlarged heart, a cough of unknown origin--not kennel cough--was noted and bloodwork was done. This and more meds were given. When I was to check out I was given an unbelievable bill that should have been covered by the insurance. That is when the clerk told me that my Banfield insurance was null and void at the Orange Park location. I was dumb struck! I explained that I called before, spoke to the vet teck and the vet at the other location prior to coming to this location and asked specifically about the charges, and I asked to speak with the manager. I was left to wait yet another 50 minutes. I am also diabetic. By now, I am ready to pass out as my sugar level plummets. I was faint, sweating, dizzy, feeling disoriented and they are yelling at me about paying an almost 800 bill. I was too sick to be outraged. I called my friend for a ride as I couldn't even drive.

I called my trainer to speak with the Manager and  told the clerk that I was having a medical problem. THEY TOOK MY CREDIT CARD PRIOR TO TREATING MY DOG AND HAD SWIPPED IT TO SEE IF I HAD AN ACCOUNT WITH BANFIELD, WHICH I FOUND STRANGE. I told her I was leaving and gave her my phone number. My trainer called the office manager and spoke with her for over an hour. I called the other mall location by the Jacksonville Airport location to try to find out what happened. The vet tech had left for the day. Someone else was now there. I receive a call from the Orange Park location, threatening to call the police on me for leaving without paying. This, and my dog is still sick. My trainer and I were both on the phone with the vets and the office manager and then headquarter trying to get an answer as to how this can happen.

I NEVER USED THEIR SERVICES AGAIN. TWO MONTHS LATER, MY BELOVED DOG DIED OF CONGESTIVE HEART FAILURE. BANFIELD CHARGED MY ACCOUT EVERY MONTH AN ADDITIONAL MONTHLY CHARGE-AFTER THAT VISIT EVEN THOUGH I HAD COVERAGE FOR A YEAR. THERE WERE ALMOST 9 MONTHS OF UNAUTHORIZED CHARGES FOR A DEAD DOG. I THINK THIS IS CALLED FRAUD IN SOME STATES.THIS PET SAVED MY LIFE WHEN I SUFFERED A TIA 4 YEARS AGO. SHE WAS NOT JUST A COMPANION. SHE CARED FOR ME AND COMFORTED ME WHEN I WAS CRIPPLED WITH PAIN. SHE NEVER LEFT MY SIDE, AND I AM A YOUNG, VIBRANT WOMAN WHO WAS STRIKEN WITH A CHRONIC ILLNESS BUT BLESSED BY A FOUR LEGGED ANGEL. BANFEILD CLINIC SHOULD BE ASHAMED OF THEMSELVES FOR THEIR CONDUCT, THEIR LACK OF PROFESIONALISM AND THEY HAS CROSSED THE LINE. THEY HAVE MUCH TO LEARN ABOUT INTEGRITY. THEY DO NOT DESERVE TO BE TRUSTED WITH OUR PETS. THEY DO NOT DESERVE OUR MONEY AND THEY WILL NOT GET MY MONEY ANYMORE.

MY DOG IS DEAD AND THEY MISDIAGNOSED HER ILLNESS.

Kimberly of Paramus, NJ February 9, 2008
We took our 8 month old dog Butch to Banfield for a follow up visit from a previous eye problem which they prescribed meds for. We stood and waited for over an hour which made Butch restless. We FINALLY got into a room, and a nurse came in and said it was routine to take his temperature. Since Butch (and us) had been waiting now at this point for over 2 hours, he obviously did not want to sit still. The nurse proceeded to try to grab him as he tried squirming away. Since he did not stay still, the nurse threw her hands on his back and slammed him to the ground as he screamed in pain. He got up and his back right paw immediately went limp as he hopped around crying hysterically. We were shocked by what happened and asked what she did to him to make him like that. She said he'd be fine, and the doctor would come look at him. As the doctor came in, he was still limping and it was clear that his knee cap was popping in and out. She examined him and told us he had a hip problem and he needed to have a hip replacement. We stared at her knowing that our puppy was only 8 months old and NEVER had any problems before this.

She said she needed to do a bunch of tests on him and recommend him for hip surgery and therapy. We said absolutely not because at that point it seemed like they just wanted our money and didn't even bother to notice it was his KNEE, not his hip! After we denied her, she told us to take him home and maybe it would go away! After taking him home and watching him for a few weeks, his limping got worse and worse and he shreiked in pain whenever his knee popped out...which was happening more and more often. There was NEVER anything wrong with our dog before this, and now he couldn't even walk on a leash without limping.

Banfield charged us money for the visit and all the medications that he was prescribed, and we said we should not have to pay since they injured him at a FOLLOW UP EYE EXAM. They fought back and said they did nothing, and it was VIRTUALLY IMPOSSIBLE FOR A NURSE TO HURT A JOINT. We took him to another vet who told us that it wasn't his hip at all, but rather the force of the nurse had caused his knee cap to pop and would need future knee surgery which could run into the upper thousands. Banfield employees and doctors are extremely incompetent and do nothing but make situations worse. Now my poor dog will have to endure an operation for something that should've and COULD'VE been prevented. I will take this to court if I have to. I refuse to pay for all of these bills because these Banfield people hurt him out of NEGLIGENCE.

Cynthia of Rancho Santa Fe, CA February 9, 2008
I heard about Comfortis which is supposedly a wonderful new product for fleas. When I ordered the product I was told I had to have a Veterinarian write a prescription, and that the dog had to be seen by the Vet within the year. My dog was seen by the Banfield Vet in July '07. They refused to assist me because they said they never heard of Comfortis. I suggested they look into this product; and they told me they had not heard of it ,and therefore refused to assist me in getting this product for my dog.

I will now have to pay for another vet to look at my dog to write me the prescription. It will cost me time and money, and most importantly I am disgusted that a Banfield veterinarian refused to return my calls or to do research himself on a product that is now being recommended by many knowledgeable veterinarians. The receptionists were beyond rude, and I am very disappointed.

Sandra of Saint Peters, MO February 7, 2008
I've been taking my dog Shadow to this hospital for 2 years. I started out with them when she was a puppy. We purchased the Wellness Plan Package and in only 2 years it has saved us over 1000. When we signed up on the plan it was explained very clearly that this plan was for certain services, mostly shots and what not. I'm appalled to read all of these comments about folks who purchased these plans without first reading what they were about. When Shadow had some stomach problems the doctor there had to order additional tests and we were very aware that these were not included in the health package, as the package is not insurance but rather like a payment plan to make it easier on me. Overall I have always had a pleasant experience at this hospital, and they even recognize me by face. That means the world to me.

Stephanie of Killeen, TX January 25, 2008
I got a puppy from the Harker Height pound for 10 and was told I need to get her a rabies shot that would be 8. Three days later I go to Banfield thinking it would be convenient and I figured that since they are such a big clinic in conjunction with PetSmart, I assumed they would be equal if not better-priced to other clinics. Boy was I wrong! I knew my pup may need more than just an 8 rabbies shot, but I was not prepared for what I was told was highly recommended. I would like to say that if I did not care about my dog, I would not have taken her from a kill shelter and I would not have brought her to the clinic in the first place to see what she needed. I have been a pet owner before, and I have also had a puppy from the pound. Never have I paid so much for vaccinations! Just because I have the abiliy to pay 300 for shots (Just the first visit- They wanted to see her twice more that month with actual bills equaling more than this visit!) doesn't mean I should and it also does not mean that I do not love my dog. If I did not want to provide her with a high quality of life, I would have never have gone to the pound in the first place.

I hear great things about Dr.Laura from the people who are happy with this clinic. I am confused, because the vet I had was very much an older man, but Dr. Laura is a female, and it is her name on my bills, though it was not a Dr. Laura or even a female who treated my dog. Also, they scared the heck out of me about ghiradia, which other vets say isn't a huge deal and is common. Not only did they scare me, but much of the stuff they told me contradicted what the pamphlet they gave me said. Everything they put in front of me they said they, Strongly suggested. If a vet strongly suggests I need something to save my dog, I agree. They said parasites were eating her insides and my toddler could contact this, they they said treating it was optional. How it was described to me, it would be inhumane on several levels to NOT treat it.

After my second time there and vet bills totaling 543.52 for both visits; This was over a two week time span and they tried to set up a 3rd. appointment for 10 days away. Then the woman went on for 20 minutes saying why I needed their wellness plan--I said NO 6 times before she said I would pay less today. I should have only had to say No one time. I asked why if it was such a deal, why they didn't tell me about it the week before; She said it's not talked about on the first visit because you may not stay at that clinic. When I went to sign for it, I saw the part of 34.99 being deducted from my bank account each month. In that woman's 20 minute schpeil, she neglected to mention this. I put my foot down; To be at this fee, plus the dog's other costs in 2 weeks...I felt like I was being taken. In the last week, I have brought her to two different vets who have both looked over the Banfield vet bill and they agreed that I had been taken for a ride. In addition to absurd charges, they said immunizations that my dog needs weren't given. They also said you can spay a dog at 6 months, but Banfield told me not until 1 year. (My dog is between 7-9 months). I am just warning you to beware. If you have costs, such as children and a mortgage, car payments, field trips and you go in and feel like youre experience is going how mine was, definitely find a new place. I would suggest you start with the new place, though. If only I had!

Bills totaling 543.52 that were unnecessary, in addition to stress and fear for both my dog and my family.

Rachel of Oxnard, CA January 25, 2008
My sister couldn't keep her cat, Jabu, so I offered to take care of him. Jabu is about 12 years old and diabetic. Banfield is right behind my house, so signed up for a wellness plan. For Jabu's first comprehensive visit, I brought in his past vet records showing that he was up to date on all of his shots, that he was on insulin, the amount prescribed and that he had recently had a couple teeth extracted. The vet techs carted Jabu off to the back and told me to pick him up when they called. At the end of the day, I came back and they had re-administered all of his vaccinations and the only thing that they brought up in our post-check up conference was that he was obese. Duh! The cat weighs over 16 lbs! They also offered me a feline pedicure. Did they not look at Jabu? His first owner (I am his third) had the poor guy declawed!

I had to hunt the doctor down and ask about his blood work and getting a prescription for insulin. She seemed really put out and said that she would call a prescription in to the local pharmacy. Two days later I go to pick up the insulin and she had never called it in. I called Banfield and the lady on the phone promises the doctor will call the preceription in, and yet it never happened. I took Jabu back one more time in hopes that this time they would actually do something about his diabetes and had to force the doctor to do tests. Of course, they take him out of the examining room and come back 10 minutes later with Jabu and say they will call with the results. Apparently, while in the back they gave him another rabies shot! Jabu was sick from that shot for two days. I finally had to call and ask for the blood work results and there were no results to be had! (I am afraid to find out what happens in the back.)

Out of frustration, Jabu and I went to another vet who simply took blood from Jabu's ear and used a regular glucometer and gave me instant results. The new vet didn't even charge me! He took the time and explained what to look for when it comes to diabetic cats and even wrote a prescription for me to hand to the pharmacy and asked me to come back in two weeks for a follow up. I went in to Banfield to complain and to cancel my wellness plan and they said that I had to pay for the remainder of the plan or for the services rendered. What services? They also said that they would have the district supervisor call me and, of course, she did not. I also requested Jabu's records and there is no supporting evidence that any tests were ever done. They also continually put extra charges on the bill that I did not want-- things like flea controm medicine and pedicures. If I didn't read the bill before leaving, I would have paid for things Jabu didn't need and that I didn't ask for. To be honest, I am still not sure what I paid for... except for the vaccinations that he did not even need. Spend your money wisely -  go to a real vet.

I think that the doctor and techs are negligent. The did not perform the services that they said they did. They also were constantly trying to sell me things I did not need. Jabu was declawed by his first owner (I am the third) and they offered a pedicure service. Look at the cat's feet! The doctors spent the least amount of time with me and were hard to get a hold of when there was a problem or questions.

Jay of Long Beach, CA January 16, 2008

In January of 2007, my son's 6 year old orange feline tabby cat was sick with some infection of the bladder. I took him to the vet at Banfield to check on his bladder and run some blood work. They said they did run blood work and there is nothing wrong with cat, so they gave me some antibotics to administer. A week later, he was in worse pain - urinating all over the kitchen instead of his litter box in the den. I took him back to the vet and the vet ran some tests and said nothing was wrong. Two days later the cat was urniating blood. I took him to the vet again and the vet says he cannot tell what's wrong. I am furious and ask for another vet. They gave me VCA address in Fountain Valley, CA, so took my cat to VCA and explained what's wrong. They looked at him and quickly stated that this is a fatal emergency. So he had to be rushed into surgery, they found the problem, he had bladder stones in his uthera and his bladder that was blocking.

He made it through the surgery. (This month is one year anniversary of his near fatal death and now he is doing well.) The vet at VCA said that this problem has been going on for a long time for my cat. She stated that the vet at Banfield should have noticed it in the blood work quickly. She also stated that she looked into my cat's arms and did not see any needle marks showing that Banfield commited a malpratice by faking tests and charging me for services that I never received. I also signed up for the wellness plan. They told me that the wellness plan will cover his surgery and everything. When I asked Banfield to cover his surgery due to the vet's mistakes, they refused to do so. I ended up with 5,000 dollar vet bill for the emergency surgery that could have been easily prevented by administrating the correct oral medicine much earlier.

I suffered for weeks trying to figure out what's wrong with my cat and made several trips to Banfield vet and the vet said nothing was wrong. I spent a lot of money at Banfield and ended up with emergency surgery bill that was Banfield's fault due to error in not doing their job. Also I am deaf, I requested to discuss with the vet over the Video Relay Service since my primary language is American Sign Language. They said no, come in to the office and we can discuss in person. I wanted to explain over the relay so it can be easily explained instead of writing down on paper with pen back and forth. I am stuck with payments on the vet bill since I am on SSDI and it's killing me finacially. 

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