Complain about a product or service

Banfield Pet Hospital

Rhonda of Jacksonville, NC March 17, 2007

My dog had an ear hematoma. We called the Banfield Pet Hospital and were told "No problem. We are open on Saturdays to help with your pet. We take walk-ins from 1pm to 3pm. Just bring him in and let us help." When we got there we signed in, filled out paperwork, etc. About an hour later they informed us that they were overloaded and people with appointments come first. They forgot to mention on the phone that they also have appointments scheduled during their walk-in time!

After sitting there until 4:27p.m., we were told that we could not be seen because they are running out of time and needed to go home. When we started to complain the RUDE receptionist told us that it was our choice that we sat there all day. We pointed out the sign hanging on the wall that said "sick and injured pets are seen first" and were told all animals are sick. I could not believe how we were treated and that they did not care that my animal was in pain.

It would have taken approximately 10 minutes for them to drain his ear, but they didn't care. Their other signs state "we care for your pets like our own family". Thank God I don't live in a family like that!

Josh of Tulsa, OK March 16, 2007

My cat wondered into the middle of the street, was ran over and killed. We put him inside of double lined trash bag, and the next day, we took the body to Banfield to be cremated or otherwise taken care of. The woman who worked the counter was highly suspicious and disturbed from that point forward. It seems that she got in her head that our poor cat had been horribly abused and that we killed it.

She called the house about six times demanding to know more information each time. Evidently, she took it upon herself to investigate my cat's remains (that I had taken to them to be respectfully taken care of). She decided that it couldn't have happened that way at all. Now, I appreciate animal lovers. But when you've just lost your family's cat, and you take it to a pet clinic, the last thing you need is woman hunting you down and harassing your family because she's convinced herself that you beat your cat to death.

Michaele of Surry, VA March 7, 2007

I took my puppy to Banfield in Newport News and bought the Basic plan and planned to have him neutered as part of that plan. We also planned to have his dew claws removed at an additional fee. The folks in Newport News were so nice and polite and knowledgeable. However, I was driving 90 miles round trip each time. I decided to move to Banfield in Williamsburg because it was just a ferry ride away.

I now regret this move because with the exception of one vet, I have never seen such rude, crass and unfeeling people in my life. Now I am in the market for another place to take my pets. If they treat me this way, there is no telling how badly they'll treat my pets. They quote one price one time and another price when you get there. No one is accountable. It is truly a non-business-like MESS.

Joe of Pickens, SC March 7, 2007

I signed up for the Banfield Wellness Program not knowing that a few months later I would move to an area where there was no Banfield facility. When I explained this to Banfield they said I had to pay for the program anyway and I wound up paying for the whole year and not using it. In spite of this they continued to put another monthly charge on my credit card and said they would reimburse me for that deduction. It is now almost 5 months later and after numerous phone calls I still have not received a refund and at this point don't expect one.

Karen of Munster, IN March 7, 2007

I took my four-year-old English bull dog thereto talk about neutering him. After going over all charges with the vet, we came up with a charge of 240.00 including his shot and pain medication. When I got there the day of surgery I was given an estimate to sign of 441.00. I said no way...the doctor then said that she would do it for the cost we agreed upon.

Three months later my dog became very aggressive towards me and I took him in to find out what was wrong. The doctor looked at me and said “so you don't want him anymore?” I was furious. They wanted to do hundreds of dollars worth of testing and gave me no reason why. I will never go back.

Chris of Skokie, IL February 27, 2007

We had a Bordetella shot given to my 6 yr old Pug. The vet said if his face gets swollen or he throws up to call. His face swelled up, foaming at the mouth, eyes got black, he threw up, looked terrible. We immediately brought him back to the vet in Niles, IL, and upon arrival the Nurse was already writing up a bill! No one told us on the phone that we would have to pay for a shot to help our dog whom looked as if he were dying, when it was their fault. The vet and the nurse took my dog into another and did something to my dog and came out with 2 syringes. On top of it all, we were charged 74.76!!!! No one told us before this we needed to pay. We just paid a bill of 120.47 a few hours before this.

Deborah of Highlands Ranch, CO February 26, 2007

I brought in our Miniature Chihuahua for a basic exam and shots. I signed up for the Wellness Plan (Basic) and had to bring the dog back in the next morning because they wanted to keep him for 2 hours for observation. I brought him back next day; they didn't remember I had signed up for the basic, called me to see if I wanted to; I reminded them I had paid 143.77 the day before. They apologized, then proceeded to keep the dog for 4 hours instead of 2, did over the fecal check; tried to give me the Oticlens ear cleaner twice (I was honest and didn't take the second one).

They were disorganized; the receptionist gave me someone else's paperwork which included the last 4 of her credit card, plus other personal information. The facility was dirty. THEY NEED HELP!

Linda of Fruitland, MD January 4, 2007
They overcharge and performing tests without prior consent.  Misdiagnosis.

I took my dog back to my former Vet, half the charges, more honest and compassionate. 

I wound up having to euthanize him for a large cancerous tumor.  When I reported he expired and they would not cancel my plan.

Sherry of Seattle, WA December 17, 2006
Fortunately, I only brought my beloved one year Tuxedo cat in for a routine distemper vaccination.

I noted, but did not get upset when the nurse jabbed my cat 3 times to take an unsuccessful temperature and that the vet did not know the gender of my cat. I chocked all of that up to inattentiveness and inexperience. I was peeved, though, when the rude vet told me that my cat had a congenital heart defect and required a 300 echocardiogram.

I thought this was fishy, given that the cat had already successfully undergone a spay procedure and was evaluated last December by my normal vet and given a clean bill of health. I work in healthcare, and we don't even give echocardiograms to humans unless they are symptomatic or in need of a baseline measure. My kitty is energentic and appears VERY healthy.

Although concerned, and not wanting to dispute the rude vet's finding, I had my cat checked with another veterinarian who is not motivated by greed. She is fine!! No cardiac problem.

Thank goodness my relationship with Banfield began and ended with only an annual distemper shot!! Shame on Banfield!!

Kerry of St. Paul, MN December 13, 2006
I brought my 3 month old Chihuahua,LUCKY to the Banfield pet hospital for her first shots and was told about the Wellness plan for her that included shots, dental, and covered most non-emergency treatments. I purchased it thinking that because she was so small, there would be issues. The issues came 3 weeks later when she was viciously attacked by a Sheba Inu. Her scull was fractured in two places that I could see and her left eye popped out. Banfield was not open for service so I took my poor baby to another emergency center. They stablized her overnight for a charge of 452.00 And let me take her to the Banfield the next morning when they opened at 8 am. There the staff did nothing for her for 7 hours. Not even x-rays to check her fractures. I went right after work to check on her and spent the next hour there feeding her and just being there. I noticed while I was there that there was very little that they actually did for her. They then charged me another 561.00 for their Non-treatment and suggested that she would have to have her eye removed for another 784.00. Meanwhile I had asked what, if any, discount I would get for having the wellness plan. Answer: 5% I took Lucky to another vet for the eye removal. That cost was 474.00 and they let me make payments vs. paying everything up front before service.

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