Complain about a product or service

Banfield Pet Hospital

Jennifer of Geneva, IL January 16, 2008

When my mom got her puppy, Dakota, she immediately signed up for the Banfield Wellness Program. The ONLY vet Dakota saw was at a Banfield clinic in Joliet. When Dakota was 3 years old, she began to limp every once in a while. My mom followed their schedule for vaccinations and exams perfectly. She was so picky about the care of this dog. So when Dakota started limping, she immediately took her to the Banfield clinic. They of course ordered x-rays (which were extra ) and told my mom Dakota had probably aggrivated her ACL. They gave her a few pain pills to give Dakota and told her it would heal itself. Over the next 6 months, the limping became more frequent and more severe. So my mom took Dakota back again. They ordered more x-rays (more ) and told her that Dakota had torn her ACL and that she needed it surgicaly repaired, which they could not do. She then had to find a surgical vet to perform the 2000 surgery to repair the torn ACL.

Dakota went in for surgery the day before Thanksgiving, 2006. When the doctor cut Dakota open to repair the ACL he found that there was no hard bone tissue at all in the knee area. Dakota did not have a torn ACL, she had osteosarcoma, bone cancer basically. So they ran more tests and it was so far advanced that the cancer had spread to her lungs. Long story short, Banfield vet was the ONLY vet who took care of Dakota since she was 4 months old and they could not diagnose CANCER? By they time we found out, it was too late. She lived another 2 months after the initial surgery. When I called Banfield to tell them their doctor misdiagnoised the condition and Dakota died because of it, I got no sympathy at all. Just keep paying that monthly bill.  I feel their gross neglegance caused Dakota to die before she had too. So, I cancelled the credit card that the bill was being charged to and wrote them off. Two months after my heated confrontation with them, they sent my mom a card reminding them that Dakota was due for an exam. Can you believe that? The vet for my dog compared using Banfield as a vet to using an urgent care facility as your regular doctor. Not a good idea.

Anthony of Charlotte, NC January 9, 2008

I took my dog of 6 and a half years to Banfield last July for a simple cut on her foot, from the suggestion of a person I used to work with. Throughout the years my dog travelled all over the country with me and saw a total of about 5-6 different vets and they all agreed she had something wrong, but not hip problems and never suggested any type of x-rays, treatment, etc. My dog got along very well and you can ask anyone that had the opportunity to spend time with my Shelby that she was by far the best dog ever. Great temerment, and I even had people stop in their cars to tell me that was the happiest dog they have ever seen, as did my father while walking her in upstate NY while I was home one summer.

When I took her to Banfield in South Charlotte for a cut on her back pad, the vet said she had all these problems with her hips and that she had to have x-rays and treatment and convinced me to sign up for their wellness program at 600 bucks a year. They also told me that if she died within that year, say of cancer, I would still be obligated to pay the plan. Well, wouldn't you know it, a month or so after I first took her there, I found some lumps under her chin and in the groin area. I took her in and had to pay 200 more dollars for tests and guess what, she got diagnosed with lymphoma and gave her 4-6 months to live, suggested chemo at 500 bucks a month and suggested steriods at 50 dollars a month.

I put her on the medication and 3 months later it was time for her to leave us. Never once did any other vet over 6 years suggest x-rays, treatment, anything. They just asked if she was happy and she was an extremely happy dog, went everywhere with me, never leashed, always by my side. After 2 and a half months I am still paying the wellness plan and have tried continously through corporate AND the location I took Shelby to, to stop this. They said I have saved THOUSANDS by being in the wellness plan with my free visits and such. Well, isn't it odd that a healthy happy dog comes down with cancer less than 2 months after her first visit?And isn't it odd that they mentioned cancer when they explained I would have to pay the plan even if she died from cancer. HMMM??

By the way, after her x-rays, the vet told me She has extremely good hips for a lab her age. Also, I had to pay TWICE to put her under for the x-rays and teeth cleaning that come with the plan, 70 bucks a piece that is NOT included in the wellness plan because the first time they put her under in which they were suppose to do both x-rays AND teeth cleaning, they did the teeth and then called me and said, sorry we can't fit her into x-rays today so she will need to come back. Great scheduling office manager. This is the WORST place you can take your animal.

The physical damage is that I lost my dog, and I am still paying the financial damage which has cost me overdraft charges as well because corporate told me they would stop the draft from my account. Odd how they only accept automatic drafts as payment for the wellness plan isn't it? Not to mention they charged me 100 dollars to put her to sleep when the time came when other vets normally don't charge for euthanasia, or it's only about 35 dollars. Not to mention the medication they give is NOT cheaper even with the discount from the wellness plan. All together I am out of about 1200 bucks, and should I even mention the best dog ever. My best friend.

Tracie of Chesapeake, VA January 3, 2008

I recently lost my golden retiever of 9 1/2 yrs.  I phoned Banfield to inform them about my pet lose and to get reimbursed for a payment of insurance that was taken out of my bank account on 12/14/07. It's alot when you lose a pet, he was our baby and best friend, When I called in reference my dog passing away and the payment that was taken out on 12/14, they said they would reimburse me and it would be taken care of. That was 2 weeks ago, and i haven't seen any rembursement for this amount, so i called the Banfield Corporate office again today,

Treating your pet like Family yeah right, i get told that i can't get reimbursed for the amount taken out of my account, because their company has already taken a lose on the account. NOW, I think I'm the one taking a lose here...not them, Where do they get off talking to people this way.

Anne of El Cajon, CA December 28, 2007
My 11 month old Pug was limping and favoring her back right leg for several days. During our visit to Banfield, Dr. Farrell ordered the standard set of x-rays and examined her to deduct a probable soft tissue injury but could not rule out hairline fracture. He pointed out the sizable chunk of bone located in the tibial region (knee) that could clearly be seen on the digital the x-ray and went on to assure me that I should not be concerned about the 'growth plate' that had not attached. We left with Rimadyl for a diagnosis of discomfort--and a hefty bill. Unsatisfied with the care we received, I researched growth plates in canines and found that hers should have been completely or nearly completely attached by this age. When her limping persisted and the pain did not subside, we contacted another clinic in the area for a secondary examination, bringing the original x-rays and clinic records.

Upon opening the first x-ray image, the new vet was appalled at what she saw. It was evident the dog was suffering from a fracture of the tibial tuberosity from the tibia. Callus formation was already evident between the displaced tuberosity and the tibia, meaning that the healing process had begun, and this piece of bone that had broken off was setting itself incorrectly. Surgery was now a very likely possibility. Luckily, we were able to utilize a series of wrapping techniques and physical therapy in later weeks to allow the bone to grow in a somewhat normal location that would not hinder her mobility, and we are working on rehabilitation; but she has lost so much muscle mass in her leg that she still refuses to use it completely. The second vet feels strongly if she had received adequate treatment from Banfield immediately, she may have made a full recovery without atrophy to such a large extent and would most likely be using the leg already.

Kelly of Canyon Lake, CA December 22, 2007
Almost 3 months ago I took my Rat Terrier in for a lump on her throat. Dr. dismissed it and prescribed antibiotics. Lump subsided but didn't go away. Dr. Then said perhaps a foreign body; I requested removal and she insisted first on cancer test (labs) and more antibiotics. Cancer test negative so she once again said could be foreign body. I insisted she remove but Dr. states surgery last resort, especially since location near trachea and advised to try more meds and another test (lab-bacteria). Nope, not that either--so we know it's a foreign body. So I then insisted on surgery immediately only to find Dr. doesn't perform surgery. What? Got referral to ANOTHER doctor outside of Banfield.

I was outraged by Banfield because I paid 600 only to find out Dr. never intended to perform surgery because she's not qualified to perform surgery. I called corporate, but they say they have nothing to do with the individual Banfields. I had a meeting with Dr. and office manager - still useless, however, Dr. ADMITTED in front of Office manager she was not qualified to perform surgery and admitted she lied to me. Now, I've rec'd a certified letter from Banfield telling ME they didn't want to treat my dog anymore. I called to make sure my program was canceled and to get owner's name; office manager said she'd TRY to get the auto deduct canceled and would not give me Medical Director's or owner's name indicating I needed to call head office. I called head office and again, they say they prefer to stay out of it. I need an attorney to sue them.

600 for nothing. Poor dog - now needs surgery and I have spent all my money on Banfield for zip. The estimate so far (only one doctor) is 1,000 to remove lump--and now she's got TWO.

Michael of Colonia, NJ December 10, 2007
Banfield pet hospital in my opinion is a terrible place to take your pet . I started going to them several years ago because my previous vet died, and eventually his business was bought out by Banfield. I own a 10 year old beagle . Recently I took her to get a teeth cleaning; it was terrible: her teeth still were loaded with tarter after the surgery, and it cost me over 200. Then afterwards, the dog developed a serious problem with her bladder.  I took her to Banfield, and they did a urine test and previously took a blood test. They called me at work the next day with her results and said she had a bladder infection. I was informed to come and pick up a prescription which they had waiting for me. I got there after work and had to wait a hour because one of their staff lost the medicine, and it had to be refilled.

I gave her the prescription (Climinax). It seemed to be working to a degree, but the dog still had the problem. After the prescription completely ran out, the problem got worse. I called Banfield to speak with a doctor, and the receptionist put me on hold, then rudely questioned why I needed to speak to the doctor.  I explained, but she said the doctor is busy and would call back. I said the dog is in discomfort, and to please have the vet call as soon as possible. I never got a call back.

The following day I called the doctor and finally got her on the phone after being persistent. She said in a nasty voice that she'd called me twice and left a message; but she had not--my cell phone had not rung all day.  She said she couldn't renew the prescription but had to bring in my dog for further tests. We went in for x-ray and another urine test.  They gave the same prescription again, and it cost me several hundred dollars more for this visit. After that, no improvement. They said the dog had to get a liver test done.

After getting nowhere with Banfield and spending 1000 at their facility this year, I decided to go to another vet since Banfield didn't know what was wrong with the animal--just wanted to do tests that had nothing to do with the problem and drain my wallet. I found a good vet with an excellent reputation; he found the problem and gave me a new and different prescription. Within in a few days the bladder infection went away. I mentioned to the new vet that Banfield Pet hospital wanted me to have an ECT liver test on the dog. He said that has nothing to do with her problem and is a completely different organ. Then he informed me that that test is 300-400.

My animal was in discomfort for a month and was getting worse, and I actually thought I might lose the dog . Banfield cost me a great deal of money and didn't solve the problem . It cost me time from work that I had to take off from my job, not to mention the stress levels I had from dealing with that place and their unprofessional staff.

Richard of Indian Trail, NC December 10, 2007
We have used Banfield since the first day we bought our Great Dane puppy at 8 weeks old. During her 7 months of life they even convinced my fiance to work for them. Dr. Kimmel assured us that the chances of our dog getting sick there was minimal; and employees were allowed to bring their pets during work hours.  Our dog had all her shots, but one night became quite ill.  It was Parvo, a highly contractible virus that attacks the stomach and intestines. We were given three options for her care by the vet. 1. Give the dog fluids during the day and take home at night 2. leave the dog at the hospital alone every night after hours (both of these options were going to be covered by Fort Dodge Vax's up to 1000.00 due to the fact Banfield has insurance if a fully vax'ed dog gets sick). Or 3. finally take her to the local emergency vet clinic at our expense. With the assurance of Dr. Jennifer Kimel that she has never lost a dog to Parvo before, we elected to bring the dog home nightly without fluids. The following day the vet did not open due to not having a doctor that day (different story there).

My fiance started the meds and fluids per the doctors orders. The vet did stop in to look at her and said she was getting better since the vomiting/diarrhea was slowing. Once all the meds had been done for the day we took her home again that night. We took our dog back to Banfield the next day, and assumed the meds were being given (was my fiance's day off). Around 6pm we received a call from the vet that we need to rush there to take our pet to the emergency hospital. She had just done her exam on her, and our dog only having a 50/50 chance of survival, one would think the vet would check several times in a day.

We rushed and took the pup to the emer. vets office. During our trip to the second vet the first VET called with a personal credit card to pay for 400 of the fees since she was going to be reimbursed for this amount from Fort Dodge; Banfield would get 600.00 (already used for nothing). This shows we could have taken her to the emer. vet in the first place. The emergency hospital vet explained that our puppy had not received adequate treatment and hydration, per the Banfield vet's improper and incorrect instructions.

Over the next two days our beloved animal received the best treatment possible with every option given to save her life; sadly on the second morning of her being there she took her final turn for the worst, and her stomach and intestines basically shut down. As a responsible pet owner we had her put down. Upon seeing the Dr. Kimmel shortly thereafter (my fiance had to do her work for Sunday) we were again told point blank she did not know what went wrong, she had never lost a pet to parvo, she assured us we had done nothing wrong (except for letting her touch our sick dog!), she stated we gave our pet the best meds and love and care possible. Now we are looking at a bill for over 1000.00 for the second vet who if given the first shot with our dog--hydrated-- would have had a better chance at saving her life. By allowing the 400.00 to be placed on a credit card shows me that the bottom line was Banfield vet getting as much of the insurance money into Banfield, and not giving our pet the best chance at life.

We would have spent around 400.00 if the second hospital had seen our dog from the start. We had already spent hundreds for meds and wellness plan fees until my fiance was working there 3 months, and the plan became free with no dog to show now. The emotional toll on our family and other pets are high, and the original cost of the dog is lost, and now facing the high cost of replacing with another AKC Great Dane.

Leslie of Killeen, TX December 9, 2007
I took my two dogs to Banfield Vet Clinic because they were having problems with their ears and they needed their annual shots. We were originally quoted 325.  I then received a phone call expressing one of my dogs would need to be sedated to have treatment done so my balance would increase to approx 450.  Again, the phone rings and now my other dog needs sedation and it will be approx 650. 

The phone rings again, my dog needs a steroid shot and it will be 725 for treatment and medication needed to treat their ears.

When we arrive to pick the dogs up we find out that they have not had their annual shots and this cost is for the treatment of their ears only! 

We bring them back the following Friday for their follow up appointments and their shots quoted at 158.78 to 198.47.  Again, the phone starts to ring, they now need to sedate my dog to clean her ears and then another phone call to inform me they need to sedate the other one. I speak to the vet and find out they also need to give them a round of shots, including all these random shots that help them recover from the other shots.

I am then informed that if I don't sign up for the oh-so-famous WELLNESS plan my balance will be almost 900.  That's a total of 1600 for ear treatment and annual shots in a 1 week span!

So, I am forced to agree to the wellness plan for 425.  By the time my husband gets into the car to drive 3 minutes to pick them up the balance increased another 25.  Seems they found a flea on my dog and it is policy to treat them immediately. They have been there 2 times in the past week and on the way out the door a flea is my issue.

Greta of San Francisco, CA November 28, 2007
I had my dog on the Banfield Wellness Plan so that I could afford to get her teeth cleaned. Ever since they cleaned my dog's teeth, she hesitates to go to any vet office. She never had trouble with visits to the vet until after Banfield cleaned her teeth. I really wonder what happened during her appointment? Further, I have tried numerous times to get her vaccination records and prescriptions written and have always encountered resistance and bad attitudes. They even charged me to write a prescription for heart worm medicine because I had the prescription filled by a source other than Banfield. My experience with them has ended with a very bad taste, and I will never use their services again.

Michelle of Denver, CO November 28, 2007
I signed up my dog for the Banfield Wellness Plans, May 2006 but transfered due to a move in November. The next April I took him in for vaccinations. I asked that they only give him 2 vaccinations (Distemper & Rabies) and he didn't need anything else. They went ahead and gave him 5 shots. They said it was included in the wellness plan so they did it. I took him home 30 minutes later his whole face had swelled! I called Banfield, and they told me to rush him back in. They said he had an allergic reaction to one of the vaccinations. They charged me another 120 dollars to give him benedryl and something else! I couldn't believe it--especially when I had asked they only give him 2 shots andthey gave him 5. He never had any previous reaction so I knew it wasn't from the two I asked for.

I called to cancel and they told me that i couldn't cancel until November because I signed him up in November. I explained the transfer to the Westminster Banfield. The receptionist told me that whenever you transfer your pet your plan starts all over again. She said that she explains that to all her of customers when they do this. I know that she did not tell me this when I transferred. I called the corporate office, leaving messages for the Executive Assistant. She had someone else call me back, and they said they were going to make this exception and cancel the plan.

So now we are 6 months later, and a charge appears on my credit card from Banfield. I call the 800 number and one girl tells me it was a glitch in their system, I should see a credit within a few days. After two weeks, no credit--I call again. They said there was never any glitch and that they charged me my monthly fee. I said I canceled him with someone else from the Corporate Office. She said it was never canceled. After I said I would call corporate again, she said she would cancel it and credit the fee. I asked for something in writing, but she said they can't due to not having a formal letter.

If I would have known from the beginning that all of this was going to happen I would have never signed up. Banfield is just out to get money from people who sincerely want to give the best care for their dogs. I told my new vet about the vaccinations that Banfield gave, and he said those are not necessary in Colorado.  I'm so frustrated right now; I'm hoping that all who read this will not go to Banfield or sign up for their Wellness Plans. They are liars.

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