Complaints

• Initial Complaint

  04/03/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Banfield Pet hospital continues to charge my credit card for an account I do not have. Every month, I have to file a dispute with the bank because these scammers refuse to remove my card from a fraudulent account in their system.I know the account is fraudulent because I called them to figure out where the charge originated from. They told me is was an account for *****************************. My name is T** S*****s. Our names arent even remotely similar.How do you allow someone whos name is not present on a card to enroll in your services then refuse to remove the card at the cardholders request? This company and its practices should be prosecuted in a court of law. Theres no telling how many other people they attempt to steal money from.

  

  Business response

  04/05/2022

  We will have a billing supervisor contact this client as soon as possible to address this matter.

  Customer response

  04/05/2022

   
  Complaint: 16977715
  
  I am rejecting this response because: No one called. Instead, I called and spoke to your specialist multiple times and they still refuse to remove my card from this fraudulent account.

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

  

  Business response

  04/11/2022

  Thank you for the opportunity to respond to *****************.  According to our notes, a supervisor reached out on 04/06/2022 to discuss her concerns.  She has been assured that credit card is no longer on file.  .

• Initial Complaint

  03/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 29, 2022 I brought my dog beanie in for his yearly dental cleaning and comprehensive exam. At the end of his visit there was no messages of concern from the vet and he was sent home to be watched for anesthesia reactions. At first everything seemed fine but about two weeks after his appointment I and family members notice he was sorta coughing off and on but as it last week of February **** near the coughing became worst and he seemed to be in real distress. He also slowed down on eating so we contacted Banfield to bring him in as we feared he may have picked up kennel cough. On March 1 I brought him in for a respiratory exam. The intake nurse said they may have to perform an x-ray with anesthesia to determine the cause of his cough. We were told the cost would be roughly $600.00. When I asked how much would the x ray be if they didn't add anesthesia, as Beanie is very gentle and wouldn't mind, I was told it would be roughly $300 but was advised against it as they might need to use various positions. Not having $600 at the time I asked them to exam him. Later that day the doctor called and said she heard an innocent murmur, maybe grade 2 and that it was nothing to worry about. She sent us home with meds for a cough and infection if he had kennel cough. We were asked to bring him back in a few weeks if nothing improved. After about ***** days he didn't seem to improve and he stopped eating as much about 3 days before March 16. At which time we set an appointment earlier on with the ********************** for an appointment March 16 for x-rays as their price was affordable. On March 16 we took him in for X-rays at AHS and Dr ******* came back and showed us films which showed Beanie had a severely enlarged heart which spanned from his left side to the right side. The left side was so large it was, in essence, squishing his left lung causing breathing issues. Beanie had congestive heart failure and edema. Beanie's condition did not happen overnight. WHY?

  

  Business response

  04/05/2022

  We are deeply saddened to learn of Ms.Fosters loss. Our thoughts go out to her and her family during this difficult time.

  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

  03/31/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am having the most horrible experience of my life with Banfield Pet Hospital at ******** *************************************************************. I am trying to get an international certificate, so I can travel back to my country (and I have a very tight deadline). Although the veterinarian Dr ****** is just great, the rest of the staff has no clue what they are doing, They are giving me mixed, confused and WRONG information about the pet health certificate aside from the lack of a good will to help their costumer (me). I have been a client of the Banfield over the last 2 years and I am very disappointed with the hospital staff behavior and lack of commitment to their customer (apart from Dr ****** which is great). I came to the hospital today and asked where the certificate was and they said there was nothing they could do and I had to call THE **** to have it sorted out. It happened that I did call the **** office, a governamental agency, and I was much much better treated than at Banfield, and right off the bat the. **** told me that the certificate was ready and available for download from Banfields account. All Banfield has to do is to log into their account and download the certificate and email it to me. They have now clue what they are doing and they told me I would have to wait from an email from **** with the certificate. Only Banfield Hospital can long in and download it and send it to me. I demand to have it sent to me today!!!! Our pet is an emotional support dog and this is causing major mental health issues to my wife (depression). Please ACT NOW.

  

  Business response

  04/05/2022

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so as soon as possible to discuss your concerns and your desired resolution.

• Initial Complaint

  03/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Banfield is trying to charge me an inflated amount to cancel my dogs wellness plan. I signed up for the plan shortly before finding out that I have a severe medical issue, and will have to rehome my dog. Several mistakes have already been made on my account. The representatives have now thrown 5 numbers at me for cancelling my plan ($112, $164, $202, $206, & $237). Now theyre firm on the largest amount ($237), but offer no reasonable explanation as to why it is that amount. Banfield corporate is run by crooks. Who cares if the employee screws up and tells the customer the wrong number, right? ********************** doesnt. The employee didnt include that number in their notes because they were unsure? I dont care. Pull the call. The resolution that I am seeking is to pay the amount of $112, and be permanently done with Banfield. I gave them a second chance, and this is how my faith was rewarded? What a joke.

  

  Business response

  04/04/2022

  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 ***.

  **************** re enrolled her pet, ******* on an *** on March 12, 2022, having previously had ****** on an plan in 2020-2021. Per the terms of 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, ****** has used services in the amount of $275.97 and **************** as paid $38.98 (one monthly payment) towards those services. The balance owed to cancel the *** at the time of this response is $237.02.

  Banfield has reviewed all communications with **************** and at no time was a cancellation amount of $112 given. This is not, nor has it ever been a valid balance on the ***. **************** was told on 2 separate occasions what the balance on the *** ($237.97) was. We have attached a breakdown for her view.

  Customer response

  04/04/2022

   
  Complaint: 16961703
  
  I am rejecting this response because:
  
  

  The claim made that $112 as a total was never given to me is a complete lie. A review of the call between myself and the first Banfield associate that I spoke with would confirm that. They also are still factoring in a ***** exam that was never performed, but put on the invoice for services performed that day anyway. I could understand having to pay the $237 if all of the services had been performed, but they were not. Also, Banfield attempted to block me from accessing my account or being able to edit my information.

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

  

  Business response

  04/11/2022

  Thank you for the chance to reply to the concern regarding a ***** exam.  I have attached the invoice from 03/29/2022.  The hospital refunded the $51.51 to the client's **** ending in 4503.   This was a refund for the ***** that was not performed.    The amount to cancel the plan remains at $237.02. 

  Customer response

  04/13/2022

   
  Complaint: 16961703
  
  I am rejecting this response because: I did not want a refund for a service that was not performed. They put the refund through against my wishes. I was not comfortable with it. This company obviously thinks they can mess around in peoples bank accounts as they please. I will keep fighting this, so either we can settle or go back and forth with no resolution. I am prepared to settle.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I pay a monthly insurance plan on my dog's. I've been a customer over 15 years and for the most part I have had a fairly decent experience. Since covid the Banfield pet hospital has severely gone. Banfield is suppose to be open 7 to 7 7 days a week my plan includes unlimited visits. But since covid the office closes 4x a week ans Sometimes on the days they are open they close after lunch. They never have times available. When you call to make an appointment they say they are booked but they don't have the calendar out. So how exactly can I make appointment. I pay ***** dollars times 2 for basically nothing. I have had a problem with my dog's skin I've called 3 times and was told I would get a call back.

  

  Business response

  04/04/2022

  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

  04/04/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On March 18, 2022, I took my dog into the Banfield Hospital on ***************** in *******, ** for a comprehensive exam, gland expression, Dental Cleaning and nail trim. This was the first time I was concerned because the doctor called me about two or three hours after the exam. Typically, this exam lasts for more than 5 hours when the doctor is thorough. When I finally retrieved my dog, I was told by the doctor that my dog experienced slight bleeding from the r***** during the gland expression and I notice visible bruising on both of his front legs which was due to the shave so the catheter can be inserted for the anestesia (dental cleaning). This was very painful process for my dog who was lethargic for at least a week and ever since his glanced were squeezed, I have been seeing traces of blood in his waste, and he has been licking his rear area excessively. When I take the dog to the groomers, this is NEVER a problem and the first time that I have his glands expressed by the hospital it appears that he has an irritation. As soon as I noticed these concerning signs, I contacted the hospital directly and was told that the specific doctor who performed the exam would call me personally. I have yet to receive the phone call and this lack of service is unacceptable. I refuse to return to this particular location although it is relatively close in distance. I will determine whether I will continue services through Banfield depending on how my complaint is resolved. I am demanding a full refund for the gland expression and one month free on my pet's membership.

  

  Business response

  04/04/2022

  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.

  Customer response

  04/04/2022

   
  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.
  
  Sincerely,
  
  *********************

• Initial Complaint

  03/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We contracted for vet care and our dog almost died. 9/21 we got a wellness plan for our dog ***. 2/10/22 he had an allergic reaction with a dime size wound. The clinic slated him for the earliest visit 2/15 7:30 am. They said *** would be seen ASAP. After 7 hrs we called. The vet had not seen him. We went to the clinic to get him. He had an allergy shot and they sent home antibiotics. By then his wound covered his entire neck and was actively oozing and bleeding. At home *** was lethargic, vomiting, and could not eat or drink. He couldn't take the antibiotics. We called Banfield and was told to feed him what he was allergic to (chicken). We called an independent emergency vet who saved our dog's life. We are still being charged a monthly fee for a service we will never use because we trusted Banfield to care for our pet. Banfield made it worse. He almost died.We are still paying $44.95 every month. We paid $70 for the allergy shot and antibiotics. We paid the emergency vet (NOT Banfield) $73.10. We sent the local Banfield site this information. On 2/21 they indicated they would send a check for the emergency vet. As of 3/27, we have not received any other correspondence or a check.

  

  Business response

  04/04/2022

  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.

  Customer response

  04/06/2022

   
  Complaint: 16951388
  
  I am rejecting this response because:

  Weve called, showed up in person and emailed both the ********* franchise and corporate office. We have not received the refund for our emergency vet ****, they have continued to charge 45$ per month and they still have not responded to our emails yet. We want a refund for the $150 youve charged us for for the last 3 payments, terminate the contract & the $70 for the emergency vet.

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

  

  Business response

  04/26/2022

  The local hospital leader, *****, was in communication with ****************** and ************ regarding their concerns. They agreed to a resolution, which included the requested refund for the emergency care *** received on 2/17. We believe that this matter has been resolved at this time.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently relocated for work & have utilized the Banfield location in ********* ** on DarnestownRD. My complaint is about the unprofessional PC manager ********* and paying for a incomplete service. I had a comprehensive exam completed in January where I requested an additional vaccine for boarding/day care purposes. This was a new vaccine for my dog so i was not familiar that it required 2 doses, the front desk staff stated they would schedule for the next dose "in a few weeks". I did not know what the timeline was but trusted they would guide me like they have for every other vaccine. When I returned to get my dog she told me I just needed to get a ***** sample for my dog and we were set to go. I returned a few days later with the sample and they said they would call with results. I had not heard from them about the sample or vaccine so i called February 3rd and explained this to ********* she checked & said it was past due i was confused and explained i was unaware and why no one had scheduled the vaccine for the appropriate time frame at the last visit. She stated if i could not bring my dog in the following day i would have to restart the vaccine, this was upsetting because this was an extra cost vaccine and I could not bring her on short notice due to work.I asked for alternatives and she began blaming me for not knowing when it was due, I stated the staff ensured they would schedule it when it was needed. She was agitated and placed me on a very long hold, when she returned i asked to speak to someone else because she was being rude and she said no one else was available at that location i asked for the number to corporate to get a resolution, she screamed "find it online" and hung up the phone on me. I called Banfield that day, and sent 2 emails & have still not been reached out to for an appropriate resolution. The automated email sent back on 1 email said they would send it local mgt, the same mgt who hung up on me I assume is why i have not heard back.

  

  Business response

  04/05/2022

  We have escalated this concern to Field Leaders who oversee the Rockville location. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

  Customer response

  04/11/2022

   
  Complaint: 16931590
  
  I am rejecting this response because: it has been 6 days and no one has reached out to me. When I made my initial complaint this is the same reply I received with no resolution or contact from this same office they referenced which is why I then came to the BBB. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/18/2022

  Thank you for providing us this feedback and the opportunity to remedy these concerns. We have re-escalated this information to our leadership in order to respond to your concerns.   They will be reaching out shortly.  Thank you for your patience.

• Initial Complaint

  03/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my poochun to be seen at Banfield hospital in ***** **.At the time of the appointment I was asked to bring in all of my puppy's information. At that time I signed up for the wellness program. At the time of registration I handed the associate my puppy's documents. After waiting two hours for my puppy to seen .The associate finally took him back for his appointment. After the physical exam the associate began gathering documents from the appointment. I Then turned and asked her where is my puppy's original document. They could be located in store.The associate then said I think I gave the to another customer. I was so upset I immediately asked for the manager! But the store failed to have one on site. I told the associate that I wanted my plan canceled immediately and informed her that we would not be returning. I had contacted this store and the corporate office on several occasions. I purchased my poochun in order to breed hybrid puppies that are small, family friendly, lovable,and hypoallergenic. Banfield has refused to remove this account from my credit report,Nor take responsibility for the hardship I occured by thier neglecnce. The documents consisted of breed,parent registration,medical history and microchip registration forms. Buyers want authinticty and reassurance of family and health history before investing into such a large purchase. original buyer/seller documents are the essential to trace a animals bloodline.An Banfield hospital fails to accept responsibility for the damages that were caused by sole neglecnce. Which truly exceeds the cost of the balance due. For the well plan they failed to cancel!

  

  Business response

  04/05/2022

  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. 

  We have asked the local hospital leadership to review this concern and contact the client within 3-5 business days. 

   

  Buddy Baby was enrolled on an Optimum Wellness Plan (***) in May 2020. The incident in question occurred at or around that time. There is no way for us to know what occurred at that time due to the nearly 2 year gap.

  As for the **** ***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.

  The *** for Buddy **** was cancelled for non-payment and the balance owed was sent to a third-party collection agency. This is a valid debt.

  Customer response

  04/05/2022

  This incident occured on the first visit. the store was operating with out proper management on staff. This issue was brought to the associates attention.The store manager was contacted the next day. And corporate was called at a later time. The account was close for non payment because I asked to have this account canceled after my gross experience with banafield hospital. Again banefield fail to cancel the contact or provide quality service.after doing a online review search .I see that this is banefield hospital typical gross conduct towards their customers.

• Initial Complaint

  03/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I paid $800 in full for my puppy's wellness program. It covers vaccination, checkups, and his neuter. I scheduled months in advance for a neutering towards the end of the program term on 3/11. The program ended 3/14. The reason I did this was because I was uncomfortable about neutering at 6 months. He was the runt in his litter and was still very small at 6 months, so I decided to have the neutering done when he was as big as possible for my own comfort. I was unable to make the drop off window and was rescheduled for the following Friday 3/18 instead. She failed to tell me if I rescheduled, I would have to pay for the neuter out of pocket. I called the next day Saturday 3/12 to see if I can bring him in on Monday 3/14 instead. They were booked that day and she noticed that was the last day of my plan. Since they didn't have any openings for me, they would "eat the cost". I didn't understand why she said that since I've already paid it upfront to cover the neuter a year prior. If I had known I would have to pay out of pocket for rescheduling, I would've asked to speak to someone to work things out or even find another Banfield that would take him.That Monday came and the manager called me to tell me that I would have to pay out of pocket for the neuter since I didn't bring him in before the plan ended. By then my plan has essentially ended and I was left with no option but to accept the cost or go elsewhere. He proceeded to try to upsell me the adult dog plan in order to offer me an additional discount on the neutering

  

  Business response

  04/05/2022

  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 leader spoke with, and resolved the concern with, ************************** on 3/29 and Cloud was neutered on March 30, 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. ↩