Complaints

• Initial Complaint

  05/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have requested to cancel this service multiple times over the last 4 months. I have been told that the service was cancelled but they continue calling me to schedule for services. They corrected themselves on the 3rd call and said they were cancelling it for the auto renew date. Then they continued calling me to schedule more services and told me that they were still set to auto renew despite my many calls. Please help me recover my charges for the last 4 months and ensure I am not set up on an auto renewal. I am happy to provide receipts.

  

  Business response

  05/09/2022

  ******************** OWPs were originally set to renew on the anniversary date, per the terms of the agreement, on May 27, 2022 and May 28, 2022 for Coal and ****** respectively.
  
  On May 5th **************** contacted our representatives and the OWPs for both pets were cancelled same day and the remaining balances on the OWPs were waived.

• Initial Complaint

  05/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my cat ****** in 9 months ago for a cold they told me that she would be fine and get over it I brought her 3 months later because of the same cold they gave her steroids I gave her all the steroids and took her back. This time they gave me more steroids and I was told they would give me a prescription I came to pick up the prescription and was given steroids and that was all. 3 months later my cat's about to die I call them trying to figure out why they never gave me antibiotics and they said they did come to find out they forgot to call the compounding pharmacy and forgot to tell me whoops now I'm out all the money that I paid them to diagnose my cat and my cat remains sick the entire time they didn't do their job and I want to know why. I also brought my cat into other times and at one of the office visits she was I was told she had arthritis I brought her back in a few months later because it wasn't getting any better and she was still in a lot of pain and they realized that her back hips were knocked out of place but they failed to tell me or even diagnose it then.

  

  Business response

  05/09/2022

  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.

• Initial Complaint

  05/03/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Banfield has sent my account to collections for the amount of $450. I was never notified that my account, which has been set up on autopay for over 2yrs had gone delinquent. During that time I lost my wallet and had to get a new debit card. Prior to this issue my account has always been in good standing. Banfields argument is that my dog received services is ******* around the time my acct went delinquent and they are charging me the 11months remaining ($450) I dont feel that this is fair. I never received emails, text or calls from them alerting me of my account being delinquent, I only found out because I was checking my credit score and notified a collection from Banfield.

  

  Business response

  05/09/2022

  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 Vet Chaton-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 ***.
  
  The *** for Kona renewed, as per the agreement, on December 20, 2020. Services and discounts were received from the *** package, in January 2021, in the amount of $513.37 and ************** had only made one payment on the *** (January 19, 2021) in the amount of $40.95. Despite several communications (4 text messages and a letter)no further payments were made.
  
  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.
  
  The *** was cancelled, per the terms of the agreement, on June 19, 2021, and the balance owed on the *** was sent to a third-party collection agency.
  
  This is a valid debt.

• Initial Complaint

  04/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have been paying about $130/mo. for 3 pet wellness plans since 2019 through January 2022. I did not use any "benefits" in 2020. In late 2021 I began using my benefits for things such as teeth cleaning, check up etc. In early February of 2022, I called my closest Banfield (***********, **) to book an appointment for one of my 3 dogs. No answer the first time I called. I called back later that day, no answer. I called the next day, no answer and I reluctantly left a message. No callback. I called once more- no answer. (Note: I had gone to a different Banfield location in the past and it was a huge inconvenience--no parking, traffic)I decided to close that debit card and no longer pay Banfield--February 2022. I called Banfield to resolve the issue March 2022--the rep said it could not be handled over the phone, and I had to email.I emailed in March 2022, no response. I emailed one last time about 2 weeks ago to a different email. Finally, I got a response and a call from the Banfield in Glastonbury, manager "*********" and she offered no resolution except that I pay the balance which I did not.Banfield is requesting I bring my account up to date, or pay for "past services" if I want to close the account. I am requesting that my account be closed immediately for the following reasons:1. It is fraudulent for a business to not service a customer when they are paying a monthly fee.2. Banfield has listed the "value" of past services rendered and has requested I pay the difference to close the account, but has failed to deduct the entire year of 2020 I payed (during the pandemic) monthly fees without using any services at all.

  

  Business response

  05/09/2022

  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 Vet Chaton-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 ***.
  
  The plans for **************** pet, Bugsy, ************************ and Buttons, renew annually on August 28th each year, per the terms of the agreement.
  
  Our records indicate that ************** contacted us in March 2022 to cancel her ***s.  Per the agreement, 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 ***. 
  
  In this case Bugsy received services and discounts from the *** in the amount of $707.53, and payments in the amount of $199.80 (4 monthly payments of $49.95).The balance owed on this *** is $399.60, the remaining payments.
  
  ************************ received services and discounts form the *** in the amount of $686.89, and payments in the amount of $199.80 (4 monthly payments of $49.95). The balance owed on this *** is $399.60, the remaining payments.
  
  Finally,Bugsy received services and discounts from the *** in the amount of $893.69, and payments in the amount of $199.80 (4 monthly payments of $49.95). The balance owed on this *** is $399.60, the remaining payments.
  
  While ************** indicates she used no services from her 2020 ***s we have record of Bugsy receiving $1335.87 in *** services, ************************ receiving $1072.30 in *** services and Buttons receiving $1166.86 in *** services.
  
  Also,while we can certainly understand the frustration of not being able to speak with her preferred hospital location when she needed them it is important to understand that many businesses experienced unexpected staffing shortages, shortening of business hours and unexpected closure due to the pandemic.
  
  That said,there are no records of any missed calls or voicemails from ************** at the hospital location. ************** was also offered the option to speak with our Cares Team,or email, regrading her complaint but declined that offer.

  Customer response

  05/09/2022

   
  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.

   

  It is important to clear the record and make a note that I never called to cancel or close my pet plans. I called to resolve this very issue and spoke to several people over email and by phone.
  

  In addition, I asked ***** from the Banfield in Glastonbury if they could look back at previous call or messages and she confirmed 

  that there is no way to confirm my calls or messages because they erase them after 1 month. Therefore, the statement made here by Banfield, is contradicting what *****, the manager in Glastonbury stated when I spoke to her.   
  

   

  Sincerely, 

  
  *************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 3 2022 we took our dog to Banfield due to a limp he had. Once the doctor had examined our dog, ******, she contacted us and advised that ****** had a serious hip injury, Hip Displasia, and said we had to get surgery right away and pay around $3000. We said, that is way too much, and we have the Wellness plan, so why so much. She stated that our plan did not cover this. She then was trying to refer us to a place that did surgeries but were not certified doctors. My wife is a nurse, and this really set her off. We went to pick up ****** and took him to a Bulldog specialist, over 45 mins away from where we live, to get another opinion. Well guess what, nothing was wrong with our dog, he had just sprained his leg. Due to the mis-diagnosis and trying to get $3000 out of us for no reason, we terminated our Wellness plan with Banfield Pet Hospital. They are now wanting us to pay $500 because we terminated before the year was done. I called them to advise why we terminated, and they said the doctor diagnosis was not their problem and I still had to pay. I said that the doctor at this Banfield location was trying to scam us out of $3000, there is no way we will ever take our dog to Banifield again. They hung up on me! They want to send our **** to collections and possibly ding my credit report. This is totally unacceptable. Please help cancelling our plan with them and remove any balance they think, is due.

  

  Business response

  05/08/2022

  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.

  Customer response

  06/23/2022

  Please see BBB complaint ID ********. This company has never contacted me, as they stated they would in the reply to complaint ********. Now they have sent my account to collections. This us unacceptable. I am not paying a company that preforms illegal activity with customers pets. I would have continued this program with Banfield if the instance in complaint ******** had not happened. Quote complaint ********: On January 3 2022 we took our dog to Banfield due to a limp he had. Once the doctor had examined our dog, ******, she contacted us and advised that ****** had a serious hip injury, Hip Displasia, and said we had to get surgery right away and pay around $3000. We said, that is way too much, and we have the Wellness plan, so why so much. She stated that our plan did not cover this. She then was trying to refer us to a place that did surgeries but were not certified doctors. My wife is a nurse, and this really set her off. We went to pick up ****** and took him to a Bulldog specialist, over 45 mins away from where we live, to get another opinion. Well guess what, nothing was wrong with our dog, he had just sprained his leg. Due to the mis-diagnosis and trying to get $3000 out of us for no reason, we terminated our Wellness plan with Banfield Pet Hospital. They are now wanting us to pay $500 because we terminated before the year was done. I called them to advise why we terminated, and they said the doctor diagnosis was not their problem and I still had to pay. I said that the doctor at this Banfield location was trying to scam us out of $3000, there is no way we will ever take our dog to Banifield again. They hung up on me! They want to send our **** to collections and possibly ding my credit report. This is totally unacceptable. Please help cancelling our plan with them and remove any balance they think, is due.

  

  Business response

  06/27/2022

  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. 
  
  The local hospital leadership contacted ****************** via phone, leaving messages, and via email. To date they have received communications from ****************** regarding his 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 Vet Chat 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 ***.
  
  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

  06/28/2022

  Complaint: 17466801
  
  I am rejecting this response because:
  
  the fact that the doctor lied to us and referred us to a non licensed vet to preform an operation on our dog, is malpractice and fraud.  Like I said, I would have not cancelled this plan, and continued to make payments, but they gave a wrong diagnosis and wanted us to spend thousands of dollars to get an operation for our dog.  When we got a second opinion, there was no reason for the expensive surgery, he healed fine without any surgery.  This appears to be fraud and malpractice.  
  
  If Banfield does not remove this "amount owed" from my account, my next step will be seeking legal avenues, and I don't have to pay for legal services, since I have a lawyer in the family.
  
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have tried to make an appointment for my dog on multiple days over the past couple months both by phone and online. The phone calls are not answered but go to voicemail each time and then cut off before I can leave a message. The online appointment application does not work. I am paying over $50 a month for their well care that I cannot access. When I decided to cancel my policy with them, I was told I would have to pay for the remainder of the year to complete my contract, but was not sent an email confirming their statement of compliance.

  

  Business response

  05/08/2022

  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

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am continuing to be charged a monthly fee for our dogs health insurance through Banfield even though i have never used there insurance for any service as of yet and my pet that was insured has been deceased for over 6 months. When i contacted them to cancel the insurance they told me i have to continue paying for the entire year before i can cancel. Does this make any sense at all that i have to continue paying for a health plan for my dead puppy? This is cruel and a reminder every month that i have lost our loved animal.

  

  Business response

  05/08/2022

  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 Vet Chaton-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 ***.
  
  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 ***. 
  
  In this case ***** received services and discounts from the *** package in the amount of$690.36. ************** made his final monthly payment on April 26. 2022 for the 12-month ***. There are no further obligations and the plan will not be renewed.

• Initial Complaint

  04/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment for my dog on March 9th, 2022 at Banfield in ********** Country Village to take a look at a second possible lipoma that appeared to have formed on the right side my dog's ribcage. Back in October of 2021, I took him to this same location because I had noticed a lump on the upper back part of his left arm and they told me to just "monitor it." I ended up bringing him to the location in ************** ** for a second opinion, where after they did a biopsy, found out it was a benign lipoma and said there was mostly nothing to worry about unless it got increasingly bigger. After noticing the smaller (possible lipoma) on his ribcage, I tried to make another appointment for the ************** location because I became concerned that with another possible lump it could be cancerous. The ************** location, for some reason, had been impossible to make an appointment at. I ended up having to make the appointment at the ********** location that was for March 9th. I brought him in and they performed a rather quick "wellness exam" that took about 20 minutes. While waiting in my car, I received a call from a *************************** saying they found no lump on my dog's ribcage, which dumbfounded me because I know if they would have actually looked thoroughly instead of *******, they would have found what I found. I would NEVER have taken him in if I hadn't found anything on his ribcage and had no reason to be concerned. When I tried to tell this doctor they needed to look again, she told me "I was welcome to come in and show her and her tech where I thought the lump was," then proceeded TO LAUGH AT ME. I have contacted their Cares team numerous times to address the experience I had with this doctor at this location, and they HAVE CONTINUOUSLY IGNORED ME. I went so far as to send a letter to their corporate office about a month ago and to this day NOBODY WAS REACHED OUT TO ME. Now when I login to my Banfield account online, ALL OF MY DOG'S INFO IS MISSING.

  

  Business response

  05/09/2022

  Several Banfield representatives have been in communication with ****************** and have discussed/resolved these concerns.

  Customer response

  05/09/2022

   
  Complaint: 17114047
  
  I am rejecting this response because: I sent a response to their corporate office and STILL NOBODY HAS RESPONDED TO IT.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/02/2022

  The Area Chief of Staff, ************, and ********************** spoke with ****************** on 4/26/22 regarding her concerns. ****************** elected to see ************ for Kobe's next appointment then return to the ************** location or find a non-Banfield veterinarian that would be a good fit.

  We believed this matter to be resolved.

• Initial Complaint

  04/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had been given a dog buy a previous owner that set up the account with banfield hospital. She then gave up the animal to me and transfer all the previous service with banfield insurance. I kept up with the payment but ran into a financial hardship at the time. I called banfield and let them aware of my situation and expalin that I could not continue the insurance to Cancel the policy and there was a dispute and I told the again to cancel the account completly. I was never told and unaware of a balance owed . I just found out that they put my account in collection and it's been over 11years and the still want to charge me something that they neglected to close the account when told to and now I can get service until this is paid off.

  

  Business response

  05/09/2022

  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 Vet Chaton-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 ***.
  
  ******************* enrolled Choco on an *** in her name on February 15, 2011.  When ******************** called our representatives on June 29, 2011, she was informed of the balance owed on the ***. Choco had received services and discounts from the *** in excess of what had been paid into it, as such there was a balance owed.
  
  Unfortunately,******************** stopped making her *** payments after the May 19, 2011, payment.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.
  
  The plan was cancelled on October 18, 2011 and the balance owed, $296.55, was sent to a third-party collections agency.

  Customer response

  05/10/2022

   
  Complaint: 17111150
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************************

   

  I called them and let them know that I could not afford the plan that I currently was on. I should not pay a balance for something or service that I did not receive because I called to cancel just like they said on the response. I called right away I did not wait and informed them that I did not wan they plan coverage to please cancel it I did not set this plan up it was set up from the previous owner. Once again I should not pay for a service that I did not receive at all. Its been eleven years and they still have my account on collection when its supposed to me already written off. I will not pay this and I do not agree on how they are not even trying to work with me or accommodate me and just want there money. For a service that I did not receive at all. I cancel on a timely manner . I should not have to pay for this and I will continue to see how to fight for my rights. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had my dog seen at the Banfield in *********, **. I was visiting the ******** on vacation when my dog developed a UTI. I activated the plan in *********, ** despite living in Washington State. Prices in ********* are CONSIDERABLY higher than Washington State and I ended up paying about $50 extra just for activating the plan in ********** compared to Washington. I was told by the front desk reps that I would be able to switch my plan from ********** to Washington and be refunded the difference, as it is not ethical for Banfield to charge me ********** prices for Washington services. When I contacted the number that they gave me, I was told that I would have to wait until the plan was up. A whole year of paying ********** prices when I receive services in Washington? When I asked if I could cancel the plan, they said I would have to pay about $900. I was lied to and deceived. I want Banfield to make this right, switch my plan over to Washington where I LIVE and where my dog is SEEN and refund me the difference in monthly charges and the activation fee.

  

  Business response

  05/09/2022

  Banfield representatives worked directly with ************** to have the planned transferred to her local hospital in Washington State. They completed a price adjustment for her on May 6, 2022.

*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. ↩