Banfield Pet Hospital

Horrible, to deal with. If you purchase one of their wellness plans, they will continue to charge you after the plan ends. Happened to me...I contacted my credit card and my credit card co. Refunded my money and sent me a letter that Banfield acknowledged the "erroneous" charges. Now they've turned it over to a collection agency. Guess it's time to retain a lawyer. BEWARE!

Banfield just put my dog to sleep A WEEK AGO. They do not take the dog off of the plan you have to continue to pay till it is close to time to renew. This is a huge burden on my emotions and my finances. The procedure cost 200 and they want me to continue to close 500 after he has passed. This is system that prays on peoples emotions and hurt. It makes no sense to continue to pay for my deceased dog.

Do not use Banfield Wellness Plan. After spending thousands of dollars to try to save our beloved pet. We canceled our plan because our companion passed away and Banfield tried to charge us an additional $459.00 because we renewed our plan, not knowing our beloved "child" would pass away. If you use Banfield, just know that you will not be able to talk with a vet and you will not be with your pet when they are being examined. Your pet will be taken to a back room and a vet tech will talk with you. If you love your pet - do NOT use Banfield!

My cat Ziggy died on June 23,2022. Yesterday morning, I checked my email and Banfield sent me a summary of the doctor visit that Ziggy supposedly had with their veterinarian on July 27,2022. How horrible is that, especially since I contacted Banfield immediately after Ziggy passed to cancel my plan and let them know Ziggy was gone. Addtionally, when I went to log in to the Banfield account Ziggy was no longer listed since I cancelled the plan. This is not to mention that because he passed before the yearly plan was up, I still owe them $161.00 because I did not bring him to the doctor enough to cover my costs. What's ironic about this is that I had to take my Ziggy to other veterinarians since they were alway short staffed and I would have to wait 1 to 2 months before I could get an appointment to see the veterinarian. They are the absolute worst.

The Wellness Program at Banfield is their way of making Money; why else would they offer it? It is impossible to remove oneself from the Wellness scam for ANY reason. Find a good veterinarian who cares more a about your pet than their bottom line!

This is a sorry company. I wish I had read the reviews years ago when I signed up.
Avoid them at any cost. I paid premium for years and when I decided to cancel, they said it is in the fine print that you have to pay for the full year! I was never happy during the years I had it but never bothered to check their reviews!

I will say this first, the people who work at Banfield in Concord New Hampshire are excellent and very caring. However, any questions and concerns about your plan goes through corporate. We had a senior dog who needed a surgery. We took her to her check up and spoke to the vet about moving her up to the next level plan to help finance her operation. We thought about it and eventually at the end of the visit we agreed to sign up. Unfortunately our dog passed away about a week later. When I went to cancel the plan, I had to call corporate and speak to a representative. They said that even though her visit happened in the morning and we signed up for the next level plan after the visit, they still considered that visit included in her upgraded plan (yet no upgraded services happened during this plan). The cancellation policy is you pay for the services you have received, or you pay the balance left on your plan. Makes sense. But for our dog who passed away a week after we upgraded her plan, they said we had to pay $700 for the one visit that took place (mind you, that was before we signed up for the upgraded plan) or $900 to pay for the full year. If we hadn't upgraded her, her plan would have expired in November and we would have only had to pay $200. That I'm okay with. $700 or $900 for a plan that we legit never used is incredibly unethical and disappointing. They said that we signed the paperwork on that day which would encompass any services we received that day. It feels really $#*!ty to lose your best friend, and then to get a sucker punch like this immediately after? It feels like we have been taken advantage of and I will no longer be referring them to anyone. Go price out your local vets and support local businesses.

Cannot emphasize enough what has been echoed below. I have paid faithfully into the Banfield Premium Wellness Plan for multiple animals over the past 12 years – never had an outstanding balance.

Unfortunately, one of our dogs had some chronic medical issues which required specialist care not covered in the plan, so for much of his last year or two we primarily used the specialists but kept his plan active still "just in case" since he had had it since he was 4 months old.

Well, unfortunately, he passed suddenly from a stroke a month or two after it renewed; and, as others have referenced, their defense is "it is on the contract" citing it does not make an exception for death. The rep told us is was to "pay for services used" … but confirmed we had no balance as of our last visit … they are literally meaning for continuing to cover future services for our best buddy who is now on the other side of that rainbow bridge. So we are being charged a little over $900 … for the passing of our best boy.

And clearly, given how much this has clearly happened to others for a long time, they are VERY ok with this as a core tenet of their business plan. So, as mentioned below … i would either outright avoid it or cancel the plan as your pets age and avoid this predatory coverage.

My family had an amazing dog. His name was Milo. He started on Banfield's wellness plan when he was just a small puppy and was on it until he passed away 9 years later. Well, at least that's what should have happened. Instead, he will still be on their wellness plan for another 11 months after his death because somebody at this company decided that was a reasonable policy. Oh, and, if they didn't misdiagnose his cancer when I first brought him in, maybe he'd still be alive too.

It started when Milo seemed to stop putting as much weight on one of his back legs. We brought him into Banfield two days later. They took a scan and determined that it was likely a torn ACL. They said to give it a few weeks to see how it heals and then re-evaluate. When I brought him in a few weeks later, the cancer had already progressed to his lungs. We probably couldn't have stopped that from happening, but we could have started chemo in time to give him another 6+ months. Instead, he passed away 8 days after diagnosis, two days before his first chemo appointment. That missed diagnosis likely robbed us of several months with him.

At the end of the day, I don't blame the doctors for the missed diagnosis. I think this stuff happens all the time, and not just with pets. It's hard to catch everything - particularly when the doctor has to see 20 patients in one day. I do blame Banfield for a business model that forces their vets to see 20 patients in one day, but I'm part of the problem since we came here for almost 10 years.

That's a small fraction of the reason I'm upset, however. The real reason is I think it's ludicrous to continue charging someone for a wellness plan for a dead pet, particularly after they've been on the plan for the entire life of the animal. They don't tell you that's how it works when you sign up. I learned this when I called to cancel the plan the day after Milo passed away and the lady told me that I still owe 11 more monthly payments.

I don't blame the employee at the company who told me we owe this amount - they're just following policy. I blame management and I blame ownership. Are there no limits to your greed? What sorry excuse for a human came up with a policy that takes advantage of grieving pet owners like this? If you want to make money with no regards for people or animal's lives, go into oil or be a lobbyist for some investment bank. If you chose to be in pet health, have some damn compassion.

And if you can't find any of that, then have some better business sense. I, your customer, was on your wellness plan for over 9 years. Between that and other payments, I spent over $20,000 with your company. Now, you're going to hit me with a last $600 while you still can? What are the odds I have another dog? You better believe that, if I do, I will no longer be returning to Banfield. You trying to squeeze out $600 costs you that many times over in the long run. Do better.

I am writing to let you know about the horrible treatment I have been receiving from Banfield customer service department. I have been working on an issue for over 4 months and all I am being told is lies. Banfield are taking money from 2 accounts of mine but for some reason, they can only find one payment. I have sent bank statements from Wells Fargo and Discover showing where these are being draftedand my banks have called but I am still being told that there's nothing that can be done. As of yesterday, when I called and asked to have my call escalated, they told me no. That's unacceptable. I worked at Blue Cross and Blue Shield as a customer service manager and I would have never of stood for on of my reps to treat anyone like that. I have since retired and am on a fixed income, so taking extra money out of my account is not right. I you guys have taken about an extra $250 away from me and all I am being told by you is "Oh well, there's nothing I can do about it.: It's amazing how Banfield can find the accounts when the banks fraud department contacts them but when I call they can only find one account with one payment.

I have banfield insurance; waste of money. Also you can never get an appt when it's an emergency. I have seen multiple vets, at different locations, even in different states. I have never been impressed with any over the last 13 years. Dr Cotton caught my dogs glaucoma by chance when others missed it so I felt she may be a decent vet, until she recommended euthanasia and her bedside manner was beyond poor. I had to ask for comfort measures. When I got a second opinion from an outside agency, that vet was so compassionate and kind. He offered me options, what that callous cold banfield vet could not be bothered to spend the time w me. I am a nurse practitioner, so I understand what the bedside manner means. Dr Cotton, I hope you find caring healthcare providers in your lifetime

This Warwick facility and their Banfield Hospital health care plan is good in theory for healthy pets and if you do not need their services in any kind of hurry, such as with a sick animal. They certainly are not a "hospital"in the true sense and that is very misleading. Recently I had a very sick pet and they could not get me in for over a week and that was just a drop off, where I could not go in with my pet during the visit. I was refused an earlier appointment from the doctors as well. The Johnston store did accomodate me within 24 hours, and as it turned out misdiagnosed my pet putting her through 4 unnecessary days of sickness before she was euthanized at a proper animal hospital. It was heartbreaking. Also remember you will most likely have to finish out your financial commitment even when your pet has died. On a side note, the staff is very overworked and even getting someone to answer the phone is a chore-both the Warwick and Johnston, RI facilities. Due to the stress this must cause them their empathy is certainly not palpable (Warwick Store).

When I arrived with our dog for our appointment at the Banfield on Valencia in Tucson, I was told that I was 5 minutes over the 10 minute-late-rule. According to my time I was not, but even if I was, they should have seen my dog. I waited weeks for the appointment. My dog was totally deaf a week after a surgery they did. Her hearing came back off & on later, but I still need Banfield to examine her ears. Because we were late they refused to see us. I have been a client for years with multiple pets. This clinic showed me that they do not care about my pet & that they don't care to keep me as a client. I'll spend my money elsewhere in the future. I am done with them & their stupid 10-minute-late rule!

LOL set up an appointment online for the FREE exam... The call me the week of the appointment to say the appointment I scheduled cannot be honored due to doctor being out of office. They offer to reschedule for a time when the free exam coupon has EXPIRED!
I was skeptical when I saw the offer of a free exam and now I see I was correct. LOL petsmart... just lost a customer forever.

We have been with Banfield for the past eight years and we a member of the Optimum wellness plan. We originally took our four legged son there for care because of Dr. Castro and we had great but expensive care there for years but since Dr. castro left and specially for the past 2 years the care and service has become intolerable. They used to have 3 or 4 vets caring for the pets now only one vet for the whole place but she is still caring for the same amount of pets. She is good but very over worked. The company seems to lose vets like crazy and using covid as an excuse to add to profits as oppose to care. We are going to move on since I love my four legged son very much and do not trust them with his care anymore. The see your pets as dollar sign as company not as members of your family. There are other options for you and for us so please do your family a favor and move on.

I used to have two very happy energetic puppies 2 and 3 years old one of them is a service dog he's my medical alert dog and now I have two dogs that won't even go near PetSmart anymore because they are so scared of whatever happened when I had him vaccinated that it makes them pee right where they stand. They're both very good boys very well behaved. Lobo my white one he was a rescue and he was extremely underweight when I got him from the pound. Banfield recommended a certain type of food which come to find out my dog was allergic to and his whole face blew up and blisters and I had to take him back and spend another $175 with the optimum wellness plan on medications because of their bad advice then they recommended another food and it did the same thing I had to figure it out on my own. I don't know what happened behind them double doors in the back of PetSmart going into Banfield but it wasn't good. Since one is a federally protected animal I will get to the bottom of it. Here's the worst part this all happened within the first week and I told him to cancel my pet insurance that it obviously wasn't going to work cuz I couldn't bring the dogs in they're too scared of everybody there and they're not scared of nobody mind you. Apparently they didn't cancel it because 6 months later they're sending me to collections for over $500 for services never rendered, I guess I'm paying $500 for them to ruin my dogs to molest the happiness right out of them. Imagine this being your child and you taking drop them off right in the middle of a gang war and say see you later and drive off that's how I imagine what happened not saying it is. It's just disappointing that now I have to sue Banfield for traumatizing and hurting my service dog and for not canceling my insurance when I was standing face to face with the lady and she said she did. I am very very disappointed but it's a sue happy world so I'll leave another review when I'm done with that chapter of my life!

If I could give negative stars I would. For 2 years they would not merge my two dogs. Both my husband and I own 2 dogs together and they always every two seconds asking for permission to talk about their file only with the person the file belongs to. They are rude. They don't dx the dogs correctly and make you come back the next day because if you fail to remind what the dog is going for the. They do what ever they want. This is the worst company to have let insurance for your dogs. You will pay for more in their medicines and making multiple trips to get them seen. The customer service on the phone for the 1-800 # they are the rudest people ever. They claim they know their policies but violent them. I want to warnd everyone from staying far away from this pet insurance company. They are a scam. Very unprofessional and

DO NOT waist your money! I just canceled my membership for my two cat boys. They are money making machine taking too many memberships without being able to properly take care of their members. Your money goes just for yearly check up that you have to schedule 2 months in advance. You should be able to take your pet there when they are sick, but it's impossible because they are too busy and have no availability. This almost
Cost the life of one of my cats who was sick (possible poisoning). They refused to see him, i tried to wait for someone to hopefully cancel their appointment... it was a big mistake, my cat got much worse and ended up in emergency care overnight, at VCA. He almost died. 3K later... he is back to normal. Don't make my mistake!

I am helping a neighbor who is in the hospital to take care of her puppy. I noticed that the dog had a very strong odor from the mouth so I decided to take him to Banfield. She called ahead to authorize me as her new caregiver. I took snickers at 8am and about 11am they called me. Doctor Donovan Taylor to tell me to pick up the dog. I asked him what the problem was and he answered me "I have many patients I don't have time to answer you." I replied that I am a doctor too and that it was not a professional to answer so can you please could you give me information and he just exclaimed "I don't have time."
I went to the store and talked to the manager and she didn't say anything. I don't think she cared much.

The only thing Banfield gave me was a bill of 242.04 for other things without mentioning or explaining what was the issue in snickers' mouth. Obviously that place does not care about the welfare of our puppies or animals, please do not go there. And I hope that Dr. Donovan Taylor learns to talk to the people.

Their "Wellness Plan" is a scam. I was charged $900 for labs and urinalysis for my cat and I had to PAY about $50 for this plan so i could pay over time. I did not have $900. I was charged for preparing a needle and trash removal. This "deal" dropped the price to $600.
They overcharge to offer you this "great plan." What choice do you have?
Typical lab work, at the most, is $300. I called local vets and they were shocked at what I paid.
I sent a complaint to the Better Business Bureau. Class action lawsuits have been filed.
STAY AWAY from this place. It's a business. And that business is concerned about your money not your pet.

I am extremely unhappy with how my family's whole experience has been with the financial situation at Banfield. The uncooperative, unyielding "assistance" on every level really surprised me negatively (except the helpful staff actually at the hospital who just don't have the ability to do anything to help with the account - THEY deserve a raise for what they do to try to help). The account is in complete disarray and my family is being blamed for it. This week (first week of January, 2023) my son, who had given his dog to my daughter and her husband several years ago, received a collections letter with a ding on his credit report of 25 points, stating that he had a delinquent account for a whopping $651. The dog has not even been in his care for many years. My daughter and her husband had paid off the final bill for the dog's last services March 28th, 2022 and closed the account. The person with whom my daughter spoke on the phone verified the account was clear, all was paid off, and it was now closed. My son-in-law had been asked to "sign the receipt" prior to this at the hospital and it turns out he had been handed a renewal form for another year of the dreaded annual contract at Banfield that committed them to 12 monthly payments of over $50. He didn't even know that because the intent had been to close the account down. Now we find out that they have to pay $651 for absolutely nothing. No services for the dog. No vaccines. Not even a toenail clipping because they didn't even know they had a wellness plan since they had intended (and it had been confirmed) that this had been closed and they were good. No effort has been made to reach out to get the bill paid for the unintended Wellness Plan, even with the email and cell phone. The address on the account was from when we created the account for this dog back in 2012 - 11 years ago. I haven't lived there in over 4 years and my daughter hasn't lived there in longer. She kept trying to tell staff at Banfield to update the account to her information and all she managed to get them to do was change email and cell phone. Naturally, ONE notice letter was, of course, mailed to the old address (so says the corporate finance office). No other effort was made before it was immediately sent to collections. Had we known this was an issue, we would have used the wellness plan, albeit begrudgingly because we thought it was cancelled. But we would have wanted our money's worth. Again, we didn't even know there was an open account because of how this went down. We never even used the services. Does anyone in billing care about that? Not in the slightest. No efforts have been made to believe any of my family who have tried to get something fixed. This is theft and deceit, in the form of a signed contract and there's nothing we can do because the wonderful, amazingly understanding billing people could only repeat, "Well, I have a signed contract here." I'm insulted, very angry, and disgusted with this business for being so deceiving and for making absolutely no effort to make this right for the customer. When it comes to Banfield Pet Hospital, I unequivocally will encourage people to go elsewhere if they want to hang on to their wallets. Nobody cares in the billing departments or at corporate in the financing department. It's just, "There's a signed contract." So no effort to help or make it right. The principle of this thing is a lot more important to me than even the $651. Whatever you do, do NOT use Banfield Pet Hospital! Go to a different vet for your pet's care if you don't want to be scammed or run through a boatload of disrespect and poor treatment ending up in a ruined credit score and a hefty bill for nothing. They are walking away with $651 and we get nothing for it but a 25 point credit score ding. Unbelievable. Go to Copperview Animal Hospital instead. They are amazing!

And more than that, because their health plans really are a rip off and scammy. They don't care if your pet has died but will continue to charge you and they don't have much empathy if you're canceling because of bad experiences. I had numerous negative interactions at different Banfield locations, one in Carlsbad, lovely California where the final straw was being yelled at by an unfriendly larger woman at the front. She had been rude to me before and her yelling at me within minus a foot causing negative health effects in my own person was too much to bear. Had to bite the bullet and cancel the plan. I've noticed a decline in customer service over the years with them. I'm not saying all front desk agents there are bad but the majority of my interactions were downright disappointing. Don't know if I deserve better than that but you can only tell how you feel, sorry but you just don't yell at a customer. I don't know what the better pet hospitals are. But I definitely don't recommend Banfield anymore. Billing Center parlays commercial and continues to transfer you over to other departments whereas, half the time you don't understand them there either. Sounds familiar doesn't it? Their "app" is a painful, purposeless joke. The doctors have mainly been good at the locations I've been to but people are obviously unhappy and they take it out on the people that write their paychecks. But you might have a better experience. The way they distanced and treated their clients during the whole covid mess was very regrettable and they're certainly wasn't much Love then was there? No one can force you to wear a mask and their wait times were egregious everywhere, one was treated like diseased anathema. A lot of that is over but again, I can't understand why the employees working in these places can't put a smile on and treat someone with basic paycheck funded kindness. Also I don't think many Banfield locations are technically open anymore; another complaint many pet parents had were they would call and call the different locations to find they were closed or there was no answer. To say I'm disappointed in this Company is an understatement.

If you care about your pet's life and health don't use Banfield Pet Hospital.
My Dog is passed away because of Banfield Pet Hospital.
In November They did a blad test for my dog I call them 2 times to get results every time rudely answered if we see anything wrong we will call you.
On Christmas day my dog wasn't filing vell ve bring him to Central Hospital For Veterinary in North Haven CT.
They quickly start the process of emergency for my dog's life.
Thy contact Banfield Pet Hospital to get my dog health history when they receive blad test results what was don in November they were speechless what they see it they couldn't believe that Banfield Pet Hospital didn't do anything. My dog was already sick with Anemia back in November red blood cells were 22% Normal dog 35% to 55% everything below 35% is considered anemic.
In December at the hospital, they did a blood test and it was only 11% my dog was dying they did everything to save my dog but it was too late.
If Banfield Pet Hospital was acting in November my dog still around.
Only one explanation they didn't even look at test results they don't care about your pet's life.
If anybody reading this post don't try to save money on your pet's life and health. Bring your pet to a professional veterinary clinic.
Banfield Pet Hospital kill my dog.