Complaints

This profile includes complaints for Banfield Pet Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Banfield Pet Hospital

  18101 SE 6th Way Vancouver, WA 98683-7509

• 

  Banfield Pet Hospital

  31705 Pacific Hwy S Federal Way, WA 98003-5431

• 

  Banfield Pet Hospital

  1505 11th Ave NW Issaquah, WA 98027-5330

• 

  Banfield Pet Hospital

  120 31st Ave SE Puyallup, WA 98374-1203

• 

  Banfield Pet Hospital

  17401 Southcenter Pkwy Ste 141 Tukwila, WA 98188

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We were bringing our puppy to Banfield hospital and when told there was a program to help save money and complete a spay we agreed. After trying to spay her three times at the specific vet she had multiple anxiety attacks and was so scared being put in a cage for hours before the doctor even arrived that two of the times they were unable to do anything with her including get her blood. Never once were we recommended an alternative route to take care of high stress dogs. They simply did not care about how they treated our specific dog and did not recommend canceling due to the in efficient visits weve had. Finally they determined that her levels were too high to get spay. Since they did a terrible job with taking our dog in after multiple times of us telling them she had anxiety issues, she did not trust them nor did she feel comfortable enough to even get her blood work done. After they told us she was not going to be safe to spay we told them we would have to cancel. After calling customer service headquarters they told me the supervisor would be giving me a call back to discuss what we would do with the program and all the money we paid since we were unable to even get a spay. The whole point of having the monthly charges was to eventually pay for a spay but knowing that its never going to happen and is unsafe we have been paying for nothing. We have not returned to the location and we have not gotten any new medications or any news on whats wrong with her from them. I called multiple times very upset and was simply told to bring her to a specialist. Which means nothing I paid for here goes towards anything I was told in the beginning. If a dog is on a plan to get spayed and its told she is not healthy enough to get spay how are they going to reimburse us over $1000 of paying for some simple vaccines? The supervisor never gave us a call back and months went by where they still continue to charge and now we are running into the same issue with no supervisor

  Business Response

  Date: 08/20/2022

  While we appreciate every opportunity to review, discuss and address our clientsconcerns we have been unable to locate the medical records for this client/pet. If we are provided with the owner of record (name on medical file), pet name and/or the phone number on the file we will be able to review and address this matter.

• Initial Complaint

  Date:08/09/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have Insurance for my puppy with Banfield. However, they insist they can't help me because my account is in collection which is bogus as I never got billed. Supposedly, they say it's an outside collection agency, but they own the collection agency and when you call this agency NO ONE answers.I sent certified mail to the agency Medical Management, **** on April 2, 2022, and I Still have not heard back from them. I've called and emailed Banfield numerous times, but they claim they cannot help me as my account is in collection which is insane as there is no human in collection to help......I just want to pay what I owe so my puppy can be seen. I refuse to pay their ridiculous fees....I'm guessing they signed up too many animals and now they don't have the manpower to see them, IDK. But if something happens to my puppy, they will be liable.Thank you for your attention to this matter.Sincerely,******************************* Or they can refund me what they owe me since they will not see my puppy and I will take her somewhere else.

  Business Response

  Date: 08/10/2022

  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 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.
  
  In this case, Floppy received services and discounts in the amount of $475.18. No payments were received on the 2021-2022 (July 20, 2021 July 19, 2022) ***. As no payments were received for the performed services the *** was cancelled on December 17, 2021, and the balance of *** payments in the amount of $647.40 (12 monthly payments of $53.95) was sent to a third-party collection agency I.C. Systems.
  
  Banfield did make a total of 7 attempts to reach this client to discuss the *** account and unpaid balance (5 texts and 2 letters) with no response. We completed 2 phone calls; each was met with an Ill call back later with no further follow up.
  
  This is a valid debt for the unpaid *** payments for care already provided. Currently the collections account with IC Systems (a separate company) stands at $760.70 ($647.40 in *** payments and $113.30 collection fees).
  
  Banfield is offering to settle this account for $495.00. To accept this arrangement and make payment arrangements you can contact us directly at ************, M-F 6am to 6pm PST.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been longtime users of Banfield Wellness Plan. We have made our payments regularly and on time since 02/2012. We were loyal customers and have not complained about previous issues or poor experiences. ***** is now no longer with us as of 08/05/2022 and within 24 hours we are having to deal with someone saying we owe a remaining balance on the wellness plan until it expires in February of 2023. When I logged into our account our dog ***** isn't even listed anymore. I had to get help to see when our account was started because I no longer have access to his records. BUT somehow they still want to charge us the remaining balance of the wellness plan, to keep our dead dog well, "because the agreement is with us, not our dead dog". What a horrible experience to have to go through as a family and then the longtime vet that we used and "trusted" has made this even worse.

  Business Response

  Date: 08/07/2022

  ******************' OWP was cancelled on August 5, 2022 at no cost to ******************.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  All servicing business conduct basic business ethic to prolong its reputation, for years our dogs are with Banfield, i had my trust with it until, last week i had my 6lbs Toy Poodle went in for Masses removal, i was promised & confirmed her openings would be sectional no more than 2-4cms, i was also advised i must confirm the surgical date so that morning would be blocked off for doctor would only perform this major surgery on little nini , i was assured I would be called to each step status from pre-surgical lab results, during surgery if any outcome and surgical completion after. with regrets! NONE of above promises were delivered. No one called me entire day from morning drop off@8am to 5pm pick up, I called in@10am for it was suppose the time start the procedure, then told it is to start at 11, i gave a good 2.5 hour for this major surgical may need and still NO ONE calls me so i called @137pm then was told nini was still in surgical DID NOT get started maybe @12pm?! later again I had to call@ 249pm then was told she is in recovery, most shockingly, when she get pick up finally@5pm, I see 4 of more than large openings 5-8cm long all over her, I left speechless.on 7/29 I expressed my anger/complaint to the care team, on 8/3 i received call from leader manager, to me, she tend to lead the entire conversation and conclude that my dog WILL get well and it was right procedure to open large and she will educate the office team to perform work correctly. every statement she stated sounds businesslike ! I dont hear there was passionate in her for pets, i expressed i wouldn't want to continue the plan, she immediately gave me of business manner by number calculation that I'd be make up the 20% discounted plan rate..??!! this phone call delivers NO sincere apology NOR admit fault to me, and my dog, I also felt I was threatened that I must stay with the plan!! Banfield you are NOT monopoly business & this isn't communist country, I deserve FAIR outcome than this !

  Business Response

  Date: 08/07/2022

  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 Answer

  Date: 08/18/2022

  Hi **********;
  was a pleasure speaking with you and thank you so much , yes I would like to request the case to be reopened  because I never have received the transmitted emails during August 5 to August 14 , and I also did  not received no contact  from ******** so I reject that case to be closed  and like to get that reopen thank you so much again !
  
  yours , 
  *****************

  Business Response

  Date: 08/27/2022

  **************** made several attempts to speak with ********, leaving messages with no return calls. 

  On August 23, 2022, Nini was presented for a recheck and suture removal. 

  Customer Answer

  Date: 09/04/2022

   
  Complaint: 17677322
  
  I am rejecting this response because:  1- I *****************, have spoke to  Taylor  ONLY 1 time on 8/3/2022- that was because i filed complaint to Banfield Care, so ****** called me on 8/3, problem was NOT solved with my acceptance, and that phone call  was PRIOR to my complaint to BBB on 8/5/22,  I have never received ANY of follow up calls NOR Any Messages from ****** or Banfield from 8/5/2022 to today.  I  DO NOT know why Banfield is making such a FALSE STATEMENT !.  2- ALSO,  NiNi  Sutures removal was on 8/10/2022, NOT  August  23,2022.  ,  THIS  is  how Banfield does CARELESS works and False statements all along!.  3- I REJECT ALL of Banfield  FALSE  Statement and Lies !   
  
  Sincerely,
  
  *****************

  Business Response

  Date: 09/09/2022

  According to our records **************** called, either leaving messages or failing to receive an answer, on 8/16 and 8/19. Prior to the procedure there were many documented (see medical records) conversations regarding the procedure and associated fees.

  The leadership team has determined that as there were many conversations documented and an estimate was signed, and as the authorized procedure was completed with the best possible outcome, healing well with no complications, no refund will be provided.

  Customer Answer

  Date: 09/19/2022

   
  Complaint: 17677322
  
  I am rejecting this response because:
  
  after reviewing  9/9/22   Banfield response,  Banfield  is continued making false  statement and I found no document provided evidence.
  A- Banifield, you need to straight up your own record before you correspond.
  B-  according to my Actual  personal  and dates record,
  1-  I was NOT provided any hard copy per  Banfield statement relate as  "many documented"  conversations regarding the procedure and fees, " EXCEPT"  I had received only 1  email that was sent on 7/22/22 ( see attached) from ******* that specified the charges and  the "SIZES" of opening for nini, most importantly , the email have emphasized that needing my confirmation, so Dr ************* the surgical hours for nini procedure, please NOTED  I was told  "verbally", the surgical is to be performed in the morning hours. 
  2- I replied the email on 7/23/2022-  with my confirmation as printed below.
  Thank you for your call  ******* with clear  detail on Friday evening! 
  Today is 7/23@ **** pm . 
  i decided to keep the surgical removal to all NiNis mass as from you email details below. 
  
  I am replying this email to confirm the surgery appt that I agree to the estimate and will see you and **************** on coming Tuesday 815am, thank you very much
  
  ***** ****** Hu 
  Sent from my iPhone
  3-  there was NOTHING " SIGNED" by me provided by Banfield prior to the procedure,  EVERY DOCUMENT AND PAPERWORKS   was "" SIGNED"  AFTER the procedure., why is Banfield continue making no prove statements ?/
  4-  as owner of my closest tiny pet  nini,  that I, only authorized the procedure per the email agreement in the email stated.  I, Absolutely  DID NOT Authorize the opening to be double and triple length as the result were.
  5-  Banfield is NOT to tell me as an owner the healing was well,  it was NOT , and the suture removal was also rough and poor as i previously stated, suture removal left many string heads off nini 's skin surface.
  
  6-  ****** did NOT do any call to myself after surgical  UNTIL i filed the complaint to Banfield care on 7/30 and 8/2, 2022,  the conversation we had-  ****** could not explained in good term regarding openings was totally opposite to what was agreed upon.  I do not see the point to have conversation carry on for ******** calls as it was such a poor surgical procedure of the doctor and irresponsible company Service manner of Banfield in all aspects.
  7-  there was ****** called  on 8/3/22 as i have already specify in the prior statement, however, ****** was just doing her professional leader  routine speech responding and emphasizing 1 clear object-  that is,  Banfiled is at NO Fault, period., the overall conversation was a joke to me and not acceptable.
  8-  I have not yet asking for a refund, I am one hundred percent NOT agreed to any of  Banfield's response this far, for all of  they have responded was incorrect and none responsible statement trying to get away of the fact of this poor procedure.
  dates are wrong, people are wrong, overall wrongs,  on 7/26 after i paid off the bill,  i was told  nini did not use the additional time for anesthesia, but i was CHARGED for it,.
  Explain it ! 
  Banfiled has lots of extreme poor rating for fact, this is just one another adding on top that they do not care. 

  I have all my dates, record, photos  showing as proof, i find every each response so far from Banfield are full of incorrect and false statements and is not admitting any fault., and I especially am disappointed  to this banfield so call leader *************; treat relate to the rates that  if i were to terminate my membership due to the result of this procedure.

  it is a failure procedure as fact ,  nini is NOT  healing well. , my pet is lucky to still being  alive, I am totally against ****** giving a patient's parent such threat manner,

  I am expecting a good manner with solution,  i want to see if  it is still a genuine company would provide correct and satisfactory solution on this case for me as  their client and i will make my determination  after. 

  
  
  
   

  Business Response

  Date: 09/23/2022

  The leadership team has determined that as there were many conversations documented and an estimate was signed, and as the authorized procedure was completed with the best possible outcome, healing well with no complications, no refund will be provided.

  While we have added some of the requested documents the medical records are to large to send as attachments. They are available to ******** on her MyBanfield.com acocunt.

  Customer Answer

  Date: 10/11/2022

  Dear BBB 
  I am  so appreciated your  prompt reply for me being able to the reopen of my case . 
  
  My response  of NOT  accepting  Banfields response is as follows:: 
  
  1-  Banfield  is continuing making  false statement  in response to my confrontation and continued the  denial of the fact  the doctor performed the  brutal  surgical on my pet nini. 
  
  2-  Banfield can  not provide  proof there was any  of  my signing  prior to surgical date showed  my consent that I allowed doctor to perform the surgical  sizes can be larger than agreed , please noted - nothing was signed or agreed by me .  
  ** I only have signed  something on the surgical  date 7/26/22   when surgery  was over. 
  
  again as previously indicated with one of my documentation provided -> There was only an  email sent by banfield dated  July 23, 2022, on that email - it is clearly stated the sizes of the opening will be less between 2 to 4cm only !! 
  also, I was advised the doctor will block the morning hours to perform the surgical for my pet, but the end result was totally the opposite. 
  
  i m so against banfields  continuation of false statements , they are continuing trying hard not   admitting faults except continuing going around the bushes of nonsense.  
  You can see banfield huntington  is very mess up on all the dates as they responded to my complaint , nothing matches up. 
  
  since banfield is trying so hard also denial of  their honest fault  while  I have provided so much evidence  on dates of my record they are at fault , I really see no meaning of what are they trying to do!! 
  
  ******** is trying to Point the arrows to different direction is very unethical also has absolutely no basic business manner ! 
  
  I,  need  to view evidence  proof there was  my signing that I allowed  those large opening  on my pet  nini. period ! 
  
  I will continue my dispute on this because this company is seriously a liar honor none reputation. 
  as a consumer , myself and my pet deserve  basic apologies and compensation to this whole unpleasant and failure procedure,. 
  After all, fault is  obviously a fault , how can you argue and denied  the fact  that is at fault .?? ! 
  
  Above is my denial to banfield s  last response to me , and I am sincerely again to request *** complaint file  to be reopened please and please, thank you so very much
  
  Yours sincerely
  
  ********************;
  10/10/2022 
  

  
  

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been treated unfairly by the staff for not having the money to follow their suggestions on my pet, now they just hang up the phone on me and threatened to call the police on me ?? I Cancel the plan right away you lost more than the 50$ You look at a life time customer.

  Business Response

  Date: 08/07/2022

  ******************** was asked to stop calling the local hospital as she had been calling repeatedly and harassing the medical team demand refunds for care provided on 08/03/22. The local hospital leader was informed of her dispute and is reviewing the care and the communications with the team, and will reach out to ******************** directly.

• Initial Complaint

  Date:08/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Banfield Has failed to provide the services that they were contracted for. I have had my dog **** signed up for Optimum Wellness ***************** Plus. But they dont seem to want to care for my dog at the rate i am paying of $51.85 a month. One service is an annual dental cleaning. Normally done late winter as well as his shot requirements. Trying to get this scheduled is a nightmare. i walked into the location since they stopped notifying last spring to inquire what he was do. They did the cursory look at the computer and said he wasnt do anything anytime soon. Two weeks later they said he was over due shots. But they failed to mention the contracted Dental work which was paid for in the plan and actually due two months prior. Now i find out he is over for two months on his shots and manage to schedule but several weeks away. With one week before they call me and said they were canceling and i had to reschedule and again today is the 5th and the earliest is the 26 of aug. But why should they call and tell me to go online when they failed to due their due diligence and who can trust them not to cancel again. They fail to full fill any part of their contract. They also says they do emergency care up to a point which was also a lie. I called as per the web site to do and the person who answered says they dont do that so i should FIND an emergency room for help. Turns out it cost me over a **** dollars to find out he was constipated . But of course this is only covered if they feel like it

  Business Response

  Date: 08/07/2022

  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 Answer

  Date: 08/18/2022

  Second try. Made many attempts to resolve this. Got a call from a **** at ************. Called back left message because the phone was set to being closed even though it did close for another 1.5 hours. Called two more times and left messages with people but of course **** chose to ignore it. I paid for this wellness plan and they are not honoring it., He was apparently due a deep teeth cleaning on the plan in January and was ignored. I walked in march to inquire about his needs and they said he was do anything anytime soon. Turned out to be a lie because they called two weeks later and said he was over due. But didnt mention the teeth. I called a few months later about my dog feeling ill and they said they dont handle sick dogs and to go to the emergency room which cost me a $1000 to find out he was constipated. The wellness plan is supposed to have a call in care or something apparently its selective or when they feel like it. Now comes up and i get notice he is over due shots since june which they should have told me about prior to July. I had to make an APP on the website which is a month out. A few days before i was called and they chose to cancel the appoint on Aug 13th for some reason . I believe it was because they didnt schedule a vet or something. I was told again to go online to schedule but they again were all a month or more away. I tried to reach out multiple times to Banfield but as i said i did return calls but that was it This person **** seems to be a talking head who makes the one or two time calls and never responds when some one calls back. From what i learned about this company they have problems honoring the wellness contract and they do not refund ever not matter. But like the teeth cleaning they didnt honor even after 20 months of failing on their part i am going to try
  

  
  

  Business Response

  Date: 08/27/2022

  The local practice manager, ****, was able to reach ************** and discuss this complaint on August 25, 2022. They were able to discuss the referral to the emergency facility and schedule **** for upcoming dental services.

• Initial Complaint

  Date:08/04/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My cat was given a blood test that showed several abnormalities. In order to get further care I have been trying to call multiple locations to get in touch with the vet so he can get the care he needs. Most of the time, the business straight up doesnt answer the phone. So I cant get further care for him, cant get his medical records sent to another vet, and cant even cancel Banfields wellness plan without having to pay the remainder of the plan, reducing capital to spend on a visit to a different vet, all the while my cat is suffering waiting for care.

  Business Response

  Date: 08/07/2022

  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

  Date:08/01/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  *********** Banfield pet hospital Took our puppy in June 2022 twice regarding puppy ear infection smell . Staff advised they see no problem took her second time said see slight ear yeast infection. And said ear clean will help so I paid that high cost. Said for us clean ears and give dog allergy pill. We did all this. Still no cure. Took puppy back Banfield said its small amount and not needed for any meds. Took her back July 29 2022 the doctor prescribed ***** medicine. I declined and said would use pet meds generic for *****. Banfield will not approve pet meds of generic . This Banfield didnt even want to prescribe anything till we pushed the ear issue. I should have the right to cheaper generic meds if available not only for my self but for my dog. The whole optimal wellness package is money maker and they surely dont want you to save money or care about dog I feel that the wellness program is a waste of money and want credited and out of the contract package. We prefer to take our dog else where and not forced to pay for higher price meds when generics our available. My choice. My money

  Business Response

  Date: 08/07/2022

  ************** was contacted by the local medical team who discussed the requested prescription. They apologized for the misunderstanding and delays and authorized the medication as requested.

  Customer Answer

  Date: 08/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mediocre and I wouldnt recommend Banfield and the puppy plans offered.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/31/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my sick dog there and the doctor/nurse told me it would cost me $380 total for 6 tests done. I asked for tests to be done one at a time to try to save money and she found the issue on test 3. In my mind Im thinking ok it will cost less when I pick up my dog. At checkout the total was $420. How is half the tests done cost more? I was given no receipt and never aware of any prices for anything. Two days later I took my dog to a different location since she was throwing up the medication and they gave her a nausea shot that only lasted 24 hours, while they knew she had medication for a week to take. I filed at least 4 emails and even called but was informed someone from that location had to call me. So why did someone call me from a different location that I had no issue with and she told me the same thing, that someone from those 2 locations had to call me. This happened on 05/05/22 and 05/07/22 and still no one has called me. This place needs to held accountable for scamming people on prices that no one knows before hand until charged and buisness practices that make customers have to keep coming back when they are well aware that shot would have my dog throwing up again after ******************************************************************************************************************************** for it. Customer service is also not acceptable because its non existent. Makes me wonder how much money they have made doing this exact same thing to other unaware clients. I also have all emails I sent.

  Business Response

  Date: 08/07/2022

  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. 
  
  Local Hospital and Field Leaders all tried to reach ****************** to discuss these concerns, however all of the calls have gone unanswered and message unreturned.

  Customer Answer

  Date: 08/07/2022

   
  Complaint: 17649158
  
  I am rejecting this response because:Even if you say this show me the responses. Completely false, only one of your staff called me and she was from a different location and even told me someone should call me from the location I complained about, which never happened. No emails, no phone call, no voicemails, nothing. Your response shows just how much effort you put into your complaints. Corporate isnt even available to contact either why is that? I have emails and phone calls trying to contact you and all you have is nothing. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 08/20/2022

  The Practice Manager from the Glendora location, ***, attempted 3 separate phone calls to this client (6/20, 6/23 and 6/28) leaving messages with no response or call backs. We would again ask that the client contact *** to continue discussions.

• Initial Complaint

  Date:07/26/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In March of 2019 my dog had a vet plan with Banfield. I cancelled in april after automatic payment and account. I have not used their services since 3-30-2019. Banfield continued to **** the account.. July 2022, I ran my credit report which shows a **** from Banfield for $417?. I was confused of the credit report. I contacted Banfield online and by phone on July 26, 2022. I spoke with ******, I explained my confusion of this ****. ****** spoke with her supervisor "*****' whom directed her to tell me that I have to paid $292.21 for services.I explained to ****** that I had automatic payment for $37,95/month which was paid. I have never missed a ****. Banfield services rendered to me was $223.42. I will paid this amount for it was services. (232.42--37.95===$185.47). I owed $185.47 for services.I requested for ****** to send me an invoice of this ****. She cannot send it in 'writing'. She will make a note on the account. However, she will send me a copy of Banfield's wellness plan agreement which is was not my request.I am so confused that I have to paid Banfield $292.21 for services that were not given. It appears that Banfield is extorting money for non-services. I agreed to pay for the service provided on 03-30-2019. I have requested their rational for this **** but ****** said she can only note this conversation. I have to call back ************** to pay $292.21 which is 70% of their 'extorted' ****. Banfield should have a better system for families to cancelled their services. If I can apply online. I should be able to cancel online. According to ****** "I have to call representative to cancel'. Banfield did not share their cancelling policies with me. Their practices are not customer friendly.Account #************

  Business Response

  Date: 08/02/2022

  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 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 ***.
  The following terms and conditions of the *** agreement apply to Ms. ********** complaint:
  
  1. 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 ***.
  2. 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.
  3. Unless notified before the end of the term, the *** will auto-renew at the same level upon expiration of the term.
  
  **************** *** renewed 3/30/2019 and one payment of $37.95 was taken on 4/19/2019. ************** received $223.42 worth of services and discounts from this *** on 3/30/2019 when her pet came into our hospital for care. We have no record of ************** requesting that her plan be cancelled. We do show that the billing information for **************** *** had been changed and ceased working on 5/20/19. We have a record of attempts to contact her on 5/21/19, 6/10/19, 8/9/19, and 9/3/19. Due to no contact back from **************,her account was sent to collections on 9/17/19 for the full value of the *** minus the one payment already made ($417.45).  We had no further contact with ************** until she contacted us on 7/18/22 requesting to cancel her ***.On 7/26/22 our call center agent discussed the situation with ************** and offered to settle for $292.21. ************** agreed that she used $223.42 of services and refused to pay more than that.
  
  If ************** would be willing to pay the $223.42 for the services and discounts she used, minus the one payment already made of $37.95 for a total payment of $185.47, we would be willing to close her account and withdraw from collections.ere...