Complain about a product or service

Banfield Pet Hospital

Mary of St. Petersburg, FL September 7, 2006

In Oct 2005 I purchased for my beagle pup, Toby, then 2 1/2 mos. old the wellness plan. Circumstances arose where I had to go to Albuquerque, NM to take care of my dad for a couple of months. I had already had Toby's neuter scheduled in FL so I reschedule to Albuquerque. Once there, they made me transfer my plan to Albuquerque starting 1/26/06 - 1/26/07. Now I come home to Florida and take my dog in as he was acting strange. He seems to be afraid of helicopter noise, motorcylce noise and boom box noise.

My husband took 1/2 day off work and took him in and because we hadn't transferred the plan back and the plan was put on my credit card -- they refused to see my dog. They said I had to physically come in and sign some form to have it transferred. After many phone calls to Albuquerque and Florida Banfield we thought we had it taken care of. My husband took off another 1/2 day and took Toby in. They weren't going to see him at first but my husband got a little irate. The dr saw him and wanted to do blood work to the tune of 200.00 which is normally covered under the wellness plan. My husband got so mad he took our Toby out of there and got the number for the corporate office. They were no help.

I went in today 9/7 and brought my paperwork showing I have wellness care from 1/06 thur 1/07. They said if I would pay 147.58 they would extend my plan from 9/06 to 9/07. I told them I wanted to just finish out my plan and would be moving on to a real vet. They said I couldn't do that. In order to transfer I had to extend my plan. I told them to forget it. As a matter of fact, I want my money back since you won't see my Toby. They refused. I'm going to take this to the local tv station and see what they can do since the local office nor the corporate office will give me a refund since I paid the plan in cash upfront. It's a shame because they tell you when they try and sell the plan that you can go to any Banfield in the US & Canada. But the gimmick is to have you extend it and start the plan over.

Barbara of Port Saint Lucie, FL August 11, 2006
Very long story. The culmination of it is that I called Banfield this morning, reported that an incision from a previous surgery on my Golden Retriever was an open wound. Was told to bring the dog in. I did that. Was put in a room, office manager (denise) came in and looked at him and left. Came back and said that the Vet there that day recommended brining him back TOMORROW when Dr Massman was there, since she did the surgery. Had to insist on vet looking at the dog. He finally did. However did NOTHING except bandage him (at my insistance) and tell me to bring him back tomorrow when the vet that knows him would be in.

Ended up making many calls to other vets to see the dog. Was told that an open wound needed ER care!! Finally found Savanna Animal Hospital who would see him. 201.41 later, dog is stitched up as he should be, today! Follow up care should have been included in my Wellness Plan with Banfield. Regardless of the doctor working for the day! And was told that I cannot be released from my contract!

Trauma to the dog, AGAIN!!! Another 200 bill that I should not have had to pay! AND stuck in a contract that I cannot believe that they would hold me to!

Michele of Baltimore, MA June 8, 2006
I took my pet to Banfield Pet Hospital as he was limping on his back left leg. He was 1 year old male cat. They diagnosed him with a broke foot. They put his leg into a cast and about one week later we noticed blood coming through the cast. The entire leg was nothing but tissue all of the skin had come off of the leg and infection set in. We immediately took him for a 2nd opinino where they attempted to do a skin graph to promote skin growth. Well 6 months later it never healed and my poor little kitty had to have his leg amputated. Vet took the leg and removed all the muscle and tissue and there was no sign of a fracture to this leg whatsoever after examination of the bone. I put a complaint into the Board of Vet and I am currently awaiting a response.

My whole family is terribly upset. We now have a three legged cat, who was misdiagnosed by Banfield.

Judi of Charleston, SC May 30, 2006
On May 3, 2006 I took my healthy pug, Phipps, to Banfield (Mt. Pleasant SC) to get his teeth cleaned. This was part of the wellness plan program I had paid for (in retrospect, I feel I was pressured into purchasing the plan). I left him at 8:30 am and at 2pm the doctor called me to inform me that Phipps was dead. His explanation was that his heart just stopped.

When I went to pick up his remains the vet (who turned out to be a relief vet who fills in when the regular vets are sick or on vacation) asked me if I had been giving Phipps his heartworm medication regularly. I guiltily admitted that I had missed a dose in February. He said Phipps' most likely had heartworms and combined with the anesthesia it was too much a strain on his heart. I demanded to know why they hadn't asked me about his meds before beginning this procedure, but no one had any anwers.

I called another vet clinic for a 2nd opinion and was told to bring Phipps' body in immediately for a necropsy. Thank God we had this procedure performed! It was found that Phipps had been healthy in every way -- not even any heartworms! HOWEVER, his lungs had been over-inflated until they'd ruptured. The vet who did the necropsy also informed me that it is impossible for a dog to get heartworms just from missing one pill, and he also said that every vet knows this. I called Banfield and complained to the owner (Dr. Smith), but he only had excuses and condolences (I received a grubby, stained sympathy card in the mail without even one Dr.'s signature on it). I have not heard from Banfield again.

My beloved dog is dead and nothing can bring him back. I had to sit my children down and tell them their little brother was dead. My heart is broken and I have been clinically depressed for a month. I have had no vindication (I am still awaiting a reply from the vet board) and no satisfaction. I paid for a wellness plan I cannot use, I have lost a dog who was like a child to me. He was worth 1000 on the market, but he is priceless in my heart. I have paid 100 for a necropsy, 150 for a cremation. I have paid for my ignorance about Banfield with my pet's life.

Carol of Miami, FL May 25, 2006
I took my dog in for shots she had a bad reaction causing her liver to almost shut down and putting her on a RX dog food that was RECALLED.  Three months later I took her in for a sneeze she had and AGAIN my dog was given her annual shots and I almost died on the spot after finding out what the Vet gave to my toy poodle Demi She survived with a quick shot of benedryl to counteract with the shots. Third time I was notified the RX dog food company asked if my dog had any reactions to the dog food. YES she now has hepatitis, and pancreatitis as well.

Leslie of Dallas, TX May 19, 2006
My boston terrier had a bump on his rear end area that seemed to be getting larger so I took him to Banfield to see what it was. They took a sample of the area and charged me 150 to take the sample and send it off to see if it was cancerous. Sure enough, the results came back and they said it was malignant and needed to be removed asap or it could spread and he would die. I made an appointment regardless of the 600 they said it would cost to do the procedure.

Upon discussions with friends before the appt, I decided to get a second opinion. I took my dog to another vet which was highly recommended. The vet looked at the results from Banfield and also checked out the cyst and agreed it needed to be removed but they only charged me 75 to do the procedure. I do feel I was being completely ripped off at Banfield.

Jonathan of Cibolo, TX April 21, 2006
My wife took our 4-year-old toy poodle in for her first visit since we moved to San Antonio. She was pressured into buying a plan based on false information. She was told that each vaccine cost 75 - 100. That is a lie. Each vaccine costs no more than 20.00. They inflate thier prices so much that you have no choice but to get on their plan. Our dog was given 5 shots in the one visit, a swab was stuck up her nose, a fecal sample taken, and she was stuck twice to get blood. I have never been to a vet that would put a dog through that much in one visit.

We brought with us to the visit her detailed medical records from birth. Each time she was given a vaccine, she was given a shot of an antihistamine. The records were ignored by Banfield, and she had an allergic reaction to a shot. 150, pain and suffering for both pet and owners, and an Emergency Room visit later, the swelling in Cherie's face finally subsided. We called the next day to fight the contract and tell them what happened, and the manager blamed my wife for not telling the doctor about Cherie's allergy.

We thought that the medical records would be enough, and we are lay persons that don't know what everything is on the records. She then tried to keep us on the plan, and tell us how great they are. We terminated the plan, paid the inflated fees for the visit we had and were done with them. So 325 got my dog an hour of poking, prodding and discomfort, 2 hours in the ER with more shots, 2 bouts of vomiting, a swollen face and feet, 24 hours of misery, 24 more hours of lethargy, and parents who are angry and worried sick. Banfield's motto is Treating your pet like family. I pray that nobody's family treats them like Banfield treats pets or their owners.

Petlover of Winter Springs, FL February 14, 2006
I want to let everyone know about my horrible experience with the Banfield Pet Hospital (the one I went to was in Oviedo, FL) so others don't have to go through what I went through. I signed up for their insurance plan. Then, when I tried to cancel my contract they said I had to pay out the entire year for me to get out of it (someone was supposed to inform me about this when I signed up, but if someone had I wouldn't be talking to you about this right now).

The reason I was trying to get out of my contract was that the vet removed the stitches from my pet too early and wanted to charge me over 100 to put them back in! When I confronted the vet, they took it as a personal attack and got very defensive and rude with me. On top of that, the receptionist was rude with me as well. I just want everyone to know what kind of a place Banfield really is (the one in Oviedo, FL anyway).

I am stuck paying the rest of my year's contract when I wasn't told that this would be the case (supposedly they were supposed to tell me this).

Brian of Arvada, CO February 13, 2006
I recently moved from Minneapolis to Denver and wanted to transfer my dog’s wellness plan from Minnesota to Colorado. It is amazing to me how you have all of these networked computers and one location cannot communicate with the other one. I realize that you are the “McDonalds” of pet care and I do understand the concept of a franchise, but perhaps you should keep a little more oversight of these “clinics.”

When I arrived in Denver, I took my dog down and asked to have his wellness plan switched over and have, his records downloaded from one site to the other. Of course, that is just not possible. Some woman at the counter called and scribbled down his vaccination dates on the back of a piece of junk mail right in front of me. My next visit was just two days ago and what an experience it was.

First, they keep the dog in a cage most of the day with no food. He was supposed to have a grooming session that afternoon and I verified with the clerk that he would not be receiving any vaccination that day, since it is a requirement of the groomers. I called to check on the dog after several hours and was told that they could not walk my dog 20 paces and drop him off at the groomer that is located in the SAME STORE! I would have to come up and get him and he would not be ready until 4:30 that afternoon. I arrived at 4:30 only to be told that he would not be ready for another 15 minutes or so. Then, I was presented with paperwork showing that he had been given a rabies vaccination that he was not supposed to have for another year.

As far as the wait goes, I certainly understand that emergencies occur but the director of the facility tells me in one breath that they are not an emergency hospital and then attempts to use the emergency excuse as a reason for the delay. The director also seems unfazed that he was overmedicated. Fortunately, the dog did not have any adverse reaction to this immunological roller coaster. After consulting another vet, I was told about several problems that could occur due to over vaccinating pets. These include, immune suppression, allergic reactions and there is evidence that vaccines can on rare occasions induce immune-mediated hemolytic anemia (IMHA) in dogs. Of course, no one called Sunday to check to see if any of these events were occurring, which further demonstrates the apathy of this clinic.

Now I'm stuck paying their fee every month for a service that I will not be using.

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 |