ComplaintsforBanfield Pet Hospital

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Banfield Hospital at ********************************,I am writing to express my frustration with a recent experience involving your hospital and the ******** store staff regarding a prescription for my cat's veterinary food.During a visit to the ******** store, I was informed by one of their cashiers that Banfield could issue a card to allow me to purchase prescription food for my cat without having to bring in a paper prescription each time. I brought in a valid prescription from my veterinarian, but when I approached your team at Banfield, I was told that this card could not be issued because the prescription was not made by a Banfield vet.The cashier was insistent that Banfield should have issued the card regardless of where the prescription originated and suggested that this was standard procedure. This conflicting information caused unnecessary confusion and frustration.I understand that Banfield may have specific policies regarding prescription food and issuing cards, but the lack of clear communication between ******** staff and your team has made the process unnecessarily difficult. I would appreciate it if your team could work with the store to ensure that customers receive accurate information about these policies to avoid future misunderstandings.Thank you for your attention to this matter. I hope to hear from you soon to clarify the situation and prevent this from happening again.

  

  Business response

  10/04/2024

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  09/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Banfield is using predatory, unfair, and misleading tactics to get me to pay for a pet health plan after I no longer have the pet which is the subject of the ******* was never explained to me that I would need to continue to pay for the plan after the pet was no longer in my care or that the plan worked in a manner where Banfield would receive payment after the plan was cancelled.This is false and deceptive advertising and I do not think it is legal to impose such practices on customers. I was told to pay in full or installments regardless of the status of my pet.

  

  Business response

  10/04/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  I am deeply saddened to learn of your loss. My thoughts go out to you and your family during this difficult time.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Per the terms of the *** agreement, attached, a client can cancel an *** at any time but if cancelled four or more business days after the effective date,Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  While the balance for the services and discounts on this *** stood at $384.65, the remaining *** monthly payments, I have, as a client service gesture, waived this balance and cancelled the *** at no cost.

• Initial Complaint

  09/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January I transferred a dog over to a customer of mine in the ********************************************* was given a 1800 number to call and cancel my subscription in which I do in the hospital never received any more bills than this month out. Of nowhere I received a collection on. My credit report for $547. I called ic systems there credit collection company who told me to bad so sad and to take it up with them. The hospital has records of the new owner and me transferring the dog. Would like this to be removed off of my credit report due to the fair credit act. Unless they have or can send me verification of this bill with a detailed summary of what and why I owe I believe this should be pulled off of my credit reports and give me a chance to fix this if I do owe any money vs me just getting billed.

  

  Business response

  10/04/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.  
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to ******* on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Per the terms of the agreement, the *** is not transferrable or assignable to a new pet or a new owner. When Mr. ********* called our hospital, on March 29, 2024, he informed our team that ****** had been given to a new owner he was informed that the new owner would have to initiate a medical record under his name and that he would still be responsible for cancelling his ***.
  
  On April 6, 2024, we were contacted by the new owner, Mr. ******** Mr. ******* was advised that while he would need to present ****** and start a file under his name. He was further advised that he would be unable to use the *** benefits under Mr. *********** name and that Mr. ********* would have to cancel the *** with the corporate office, a phone number was provided, as the local hospital could not cancel the *** themselves.
  
  Unfortunately, Mr. ********* did not contact the corporate office and the *** was not cancelled.
  
  Mr. ********* had previously stopped making his monthly payments and the *** was already on hold when the transfer of pet ownership occurred. However, contacts were made to Mr. ********* to Inform him of his *** account status and the pending collection action. As no communications from Mr. ********* was received and no further payments were made the *** was cancelled, and the unpaid balance was sent to collections per the terms of the agreement (below).
  
  Per the terms of the agreement, if a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due.  However, if a wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled, the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.

  Customer response

  10/04/2024

   
  Complaint: 22321012
  
  I am rejecting this response because:
  
  Sincerely,
  
  **** *********

• Initial Complaint

  09/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Banfield 9/20/24 to cancel my Optimum Wellness Plan because my cat passed away 9/11. I was informed that I would have to pay for services rendered (what does that mean? I've paid every single visit and been paying for my cat's medicines for years- if this is regarding the "discount" I've been receiving due to having this plan, and they want me to repay it, what have I been paying them for the last 15 years?). She gave me a very confusing speech with two totals, $600 and $900, of which they would charge me the lesser amount to cancel. However, she said, since I recently paid $100 (in fact my most recent visit was $300, plus whatever I spent over the 3 visits since June because she's been so sick), I would only have to pay $500. It's clearly very dishonest, and feels like a bait and switch. I've been a trusting customer for almost 2 decades, but am being penalized for canceling.

• Initial Complaint

  09/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $168 for a new member fee and a wellness program fee and 2 weeks after my dog **** had a ***** between her toes on the left front paw . Paws on ******** where have I have been taking for her vaccinations told me that I should have it looked at if got infected it could be serious. So when I called them they said they were going to charge for just to at paw. I told them when I paid the $168 just give me my money back the just ignored my request and don't which solve or really help in the first place. So that's my complaint I asked them on the how a refund and they they refused to give me portion of my money back

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Hi, I brought my dog **** to BANFIELD in ****************, *********************************** on August 21st, 2024. I signed up for the *** which had a dental cleaning with the package for **** and the customer service representative told me my plan would start the day of ****** first visit. My dog **** received a routine checkup. She was given a blood test and 3 shots that I did not know my dog received at the visit. I did not consent to 3 shots at ****** visit. They told me this after **** had passed away. The nurse said **** was all good and if I wanted to buy her a 6-month supply of dewormer which I did, and they did the injection back in their office while I sat and waited. I also bought flea and tick pill which I gave **** when I went home with her. That's what the nurse instructed for me to do. I paid out of pocket for the both of them. My bill was around $100 after **** was done with her checkup. I had to euthanize **** on September 9th, 2024, due to her health being so poor. When **** went home her health started to deteriorate within days of her pet visit. The staff at Banfield have been very rude to me on the phone when I called and discussed my options about canceling ****** OWP due to the fact it hasn't been 30 days. The nurse at Banfield also told me it wouldn't be a problem with me canceling her plan. When I called to cancel her plan, they told me I owed them close to $400 for procedures they did without my consent. Now that **** has passed, I'm stuck with a OWP that is $42.95 a month. Banfield said I either pay the $400 or continue the plan for the next year while laughing at me on the phone. I also paid $300 for **** to be euthanized and cremated. The Banfield staff have been super rude and inconsiderate to me throughout this whole process. Even the customer service has been very rude in handling my case.

  

  Business response

  10/04/2024

  While we appreciate every opportunity to review,discuss and address our clients concerns, the discussion of a patients care is best done directly with the client. We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days to discuss your concerns and your desired resolution.

  Customer response

  10/04/2024

   
  Complaint: 22293975
  
  I am rejecting this response because: I feel like this is unacceptable behavior for the way they treated me on the phone prior to asking them to adjust my bill before the BBB was involved. I should not be held responsible for their decision they took upon themselves to make for me and my dog ****. The doctor told me they were only giving **** a dewormer shot. They decided to give **** a blood test, they never told me they were going to do that. Banfield also said the blood test cost $300 on the phone to me yesterday when they called. **** also received 3 shots that I never approved. I think they need to do a lot better than this. I also paid $42.95 last month for September which I told the lady on the phone and she still said I had to pay another 6 months of $42.95 for the remaining bill. They have been very rude and disrespectful through this whole process. My dog **** and I deserve a lot better than this. It's unacceptable to me. I hope to come to a resolution in the near future. Thanks for your help 
  
  Sincerely,
  
  **** ********

  

  Business response

  10/11/2024

  We have escalated this matter to the supervising Field Leadership and have asked that they review this matter and have the appropriate representative reach out to you to discuss.

  Customer response

  10/11/2024

   
  Complaint: 22293975
  

  
  

  I am rejecting this response because: I feel like this is unacceptable behavior for the way they treated me on the phone prior to asking them to adjust my bill before the BBB was involved. I should not be held responsible for their decision they took upon themselves to make for me and my dog ****. The doctor told me they were only giving **** a dewormer shot. They decided to give **** a blood test, they never told me they were going to do that. Banfield also said the blood test cost $300 on the phone to me yesterday when they called. **** also received 3 shots that I never approved. I think they need to do a lot better than this. I also paid $42.95 last month for September which I told the lady on the phone and she still said I had to pay another 6 months of $42.95 for the remaining bill. They have been very rude and disrespectful through this whole process. My dog **** and I deserve a lot better than this. It's unacceptable to me. I hope to come to a resolution in the near future. Thanks for your help 

  
  
  Sincerely,
  
  **** ********

  

  Business response

  10/21/2024

  The local Field Director has left messages for Ms. ******** in order to discuss these concerns. We would ask that she return their call.

  Customer response

  10/21/2024

   
  Complaint: 22293975
  
  I am rejecting this response because:
  I have not received any phone calls from Banfield. If you could tell them to call from their direct number I would appreciate it. I get a lot of Spam calls. Thank you for your help 
  Sincerely,
  
  **** ********

  

  Business response

  10/24/2024

  We are contacting the client at the number on file - speaking with her directly today and resolving this matter.

  Customer response

  10/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. The Manager of Banfield reached out to me personally and resolved my remaining bill. There is no remaining balance. Thanks again for your help and support.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  09/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am writing to formally file a complaint against Banfield Pet Hosp regarding issues with their Optimum Wellness Plan (O*P) & related services, including failure to provide services I've paid for, poor customer service, & unauthorized charges.Timeline of Incidents:May 12, 2023: After pivoting from Banfield ***** to ***, I faced numerous issues with the * ************ clinic. The staff rarely answered calls or returned messages. I scheduled vaccinations & dental cleaning for June, but the appointment was not recorded in my MyBanfield portal & no one responded to my inquiries. *hen we did get an appointment, my dog was given unauthorized medication, resulting in a $70 charge.March 5, 2024: I inquired about adjusting my O*P fees due to inaccessible services, such as virtual pet care, which was unavailable in **. Despite requesting a prorated plan or deduction, I received no follow-up.July 17, 2024: After a 3-month wait for a dental appointment, my dogs leg was completely shaved without prior notice. I discovered this only after returning home & called to request advance notification for such procedures.August 24, 2024: I arrived at my dogs 2:45P appt at 2:55P (within ***** period) but was made to wait over 1.5 hrs, during which the front desk person treated me rudely. I was charged over $130 in lab/med fees, plus my monthly premium. I called to cancel the plan but was informed that it had auto-renewed on 8/8/24 without my consent.August 30, 2024: I spoke with a Banfield manager named ***** (call confirmation #EC34748078) to cancel my contract, but he refused, citing a balance of $142.70 despite my payment of $72.95 monthly premium plus. His refusal to cancel the plan is unacceptable.Requested Resolution:Immediate termination of my O*P contract.Full reimbursement for inaccessible services, mishandled charges, & the unused portion of the plan,I believe Banfield has failed to deliver on its services, & I trust the BBB will assist in reaching a fair resolution.

  

  Business response

  10/24/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines,early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to ******* on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Regarding Ms. ********** experience, our Practice Manager did attempt to speak with Ms. ********* in May but they were unable to connect.
  
  As a client service gesture and in the interest of helping to resolve this situation, Banfield has cancelled Ms. ********** Optimum Wellness Plan and reimbursed all money paid into the current years plan starting August 8, 2024 for a total reimbursement of $218.85. We are doing this despite $93.40 of retail services having been provided in this plan.
  
  Regarding the previous years plan Ms. ********* did receive $1,711.27 in services and discounts having paid $839.40 for this plan.

  Customer response

  10/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** *********

• Initial Complaint

  09/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the month of February my Pup was examined by Banfield Hospital for an ear infection. We also discussed her Optimum Plan which was coming up for renewal. I set a date for her dental work (which is a part of the plan) to be done. At the same time, I asked about the extra *********** Treatment I pay out of pocket for. I was told that I had one still left (including her normal *********** Treatment (that is included through her Optimum Wellness plan). In the month of June, I had **** ****** dental care treatment completed. I was told at that time that **** **** had other more detailed dental work (tooth extractions) that needed to be completed for her to have optimum dental hygiene. At this time, I asked that we use the extra treatment that I paid out of pocket for, I was told that Banfield didn't show that I had an extra treatment. I asked that the Manager call me to explain what happened to the treatment I paid for. June 19th, I received a call that the Manager was out of the office and would call the next day. June 20th the Manager was unavailable. This subsequently went on for days, June 26th I called, June 29th. I called three times. Finally, I got tired of calling and sent a series of emails. One directly on the website. The others on July 12th and July 30th to their customer care center, all to no avail (see uploaded emails). Next, I called the ***************** The person said, "Oh no. Let me transfer you to someone who can help. I stayed on hold for ************************************************************************************************************ back. Apparently, that is never. Because in spite of receiving emailed advertisements, and emails saying **** should visit for a checkup, no one has reached out to me. This system is broken. The only thing some companies understand is an Official Complaint. This is it. And since I have not received the service for which I have paid, for going on 4 months now (including an increase in the Optimum Plan).

  Customer response

  10/24/2024

  I had a chance to speak with the Vice President od Customer Experience today. He provided information I had not been provided by the Pet Hospital I have frequented with my Pooch. After receiving the explanation concerning the details of my plan that I was not aware of, I felt different about my dilemma. In addition to the updated information concerning my plan, we agreed upon a resolution involving a refund for benefit that had apparently expired due to miscommunication.  

   

  Thanks.

   

   

  *******

  

  Business response

  10/24/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Optimum Wellness Plans (OWPs) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines,early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to ******* on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the OWP.
  
  Specifically regarding Mr. ******** concerns
  
  There are clearly opportunities with our teams not having followed up with him directly. These issues are being addressed and resolved with the specific teams involved. We are sorry for the frustration and difficulties this has caused.
  We are working to connect directly with ********** in order to find a mutually acceptable resolution to the communication challenges as well as the wellness plan services that were not utilized.

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Attempted to make changes to an auto billed wellness plan at the clinic. They informed me they could not and they would have to contact "corporate". I contacted their "corporate" number and was informed by a very rude CS agent that they could do nothing and that any changes made would have to be done by the staff at the clinic. Typical they vs. them when a company does not want to lose revenue by customer changes.

  

  Business response

  10/25/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  In attempting to review our files for Mr. ******** we find that we have no client by that name, that phone number, or email address.
  
  We are sorry for the experience Mr. ******* describes this is not the experience we try to provide.
  If given the name and contact information for the file Mr. ******* is attempting to update, we should be able to assist.
  Although, if Mr. ******* is seeking to make these changes for someone elses account, we may be limited in our ability to make those changes based on Mr. ******* permissions to edit someone elses account.

  Customer response

  10/27/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  09/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We have a banfield wellness plan, and have had it for years for our three dogs. Over the past year our local banfield has been open for less days a week, dropping down to two days a week of operation. Recently our German SHepherd had an allergic reaction to an injection he was given, and when we went to the Banfield location, we found this sign on the door. We asked the on duty manager of ******** inside when the clinic would reopen and they said they were told the vet quit and they have no idea when or if services will continue. Part of the wellness plan is unlimited visits without fee. How can we visit or use services for a pet hospital/clinic that isn't operating? We called to cancel our plan and were told we wither have to continue monthly payments for a Banfield that is no longer operating, or pay full price for prior services offered under the plan. We didn't break the contract, Banfield did. We should be able to cancel the plan and move on without penalty when the closure and operating hours are NOT what was offered at the time we signed our agreement.

  

  Business response

  10/25/2024

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Ms.*********** has been caught in a very difficult situation for Banfield and we are sorry for the difficulty this has caused her and her family. Since the writing of this letter, Banfield has made the difficult decision to close our ******, ** location due to staffing challenges and we have no current plans to reopen it. This was discussed with *** *********** on 10/1/2024 when all of his pets plans were cancelled.

  
  As a client service gesture, we are reimbursing *** and Mrs. *********** for all payments made after the last visit to our hospital on 7/27/2024 when all 3 pets were seen. They should expect a check in the mail for $230.91.

  Customer response

  10/25/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Since our original complaint through the BBB, and the final decision to not reopen our local Banfield was made, we have received notice that we would be allowed to cancel our plan without further charges. We are glad to have this situation resolved. 
  
  Sincerely,
  
  *********************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩