Banfield Pet Hospital
Reviews and Complaints

On December 03,2022 at approximately 4:10pm my daughter went in to Banfield to pickup flea/tick/heart worm medicine for one of my dogs. I have two dogs, and she mistakenly got flea/tick medicine for the dog that did not need it. I called and asked if I could bring the medicine back because it cost $80 dollars. Instead of Banfield answering my question they told me if I didn’t feel comfortable having my daughter pickup medicine then they would remove her from the list. Very poor customer service on their end. I simply wanted to know if I was able to bring the medicine back or not.

I placed an order for Heartguard via 1-800PetMeds on 10/26/22. On 10/27/22, I received an email from PetMeds indicating that the order was waiting for Vet approval. I called Banfield Hospital #1488 to request the prescription be approved as it has been in past orders. I was informed by the associate that since my pet had an appointment on 11/8/22 that they would review his heart worm results and approve it on the appointment date. I dropped my dog off for his 9am comprehensive exam appointment on 11/8/22. When asked if I had any concerns, I reminded them that I needed the Heartguard prescription approved. At 10:10am I received a call to pick my dog up. The vet never made contact with me to share the status of my dog's exam or if they had any concerns that they noticed. On 11/10, I received another email from 1800PetMeds indicating that the prescription needed approval. Again I called Banfield, demanded to speak with the Vet. I received a callback from one of the associates instead, who was completely rude and then placed me on a long hold. When the Vet finally returned the call, she stated: "I understand there was a miscommunication." She proceeds to advise that "because of the Wellness Plan I purchased, the heartworm exam is only once a year and my dog isn't until May." I stated that I was told the prescription would be filled during his comprehensive exam. She acted as if she was doing me a favor and stated "I just go ahead and approve the Heartguard. Has your dog been taking it consistently?" I retorted, "He has one chewable left and if you don't fill the prescription, then yes, in the 14 years that I've had him, he will miss it". I then shared my disdain for her not contacting me to discuss the comprehensive exam results. Her response "Well most pet parents don't want to speak with the vet." To date (11/24/22) the prescription has not been filled. Because the Wellness Plans are annual, I will not pay out the rest of the contract. Rest assured however that I will not be renewing. I'm done! It is now crystal clear why all the best vets leave to start their own practice...

The plan could not be stopped from being renewed because the appt were sceduled before renewal date were moved by provider absence to qnother date. It is unfair practices to ha e the pets plan cancelled without them having their covered visit within the plan before renewal cancellation would have forfeited renewal but left the pets without care that was supposed to be covered. All info is verifiable.

On October 6, 2022 My 13 year old dog was taken to Banfield Aurora Ohio Location for a limp she had recently developed. Treatment and medication were paid for and upon checkout the employee advised the doctor wanted to see her back in a week for follow-up. I asked if that would be necessary and was there an additional charge. The employee stated the follow up visit was covered in the initial cost. We returned on 10/13 and were literally there for 5 minutes. The Doctor conducted a visual and said all was well, my dog was returned and I was told I was good to go and left. The next day I received a voicemail indicating I left without paying for my visit and it would be sent to collections if I did not immediately take care of it. I called that same day and spoke with the lady that told me there was no additional charge and she stated that she mistakenly thought that I had the plan that covered the follow up visit and would have someone call me back. I did not receive a call back that day and actually forgot about it until I received an invoice from a collection agency. Again, I called Banfield to speak with a manager first this this morning and am still waiting for a call back at the close of the business day. I understand mistakes are made, but the fact that they just chose to blow me off and send it to collections without even an attempt at a resolution is an problem. We've been Banfield clients for years and never had an issue, the bulk of our service was conducted at the South Euclid Ohio Location without any incidents, the last 4 years at the Aurora location and I'm dealing with this current issue and on totally unrelated visit a year or so prior they stated we left without paying and my dog was still at the facility on a drop off visit. They appear to be a little disorganized.

I've been taking my dog to Banfield for 3 yrs. At 9 months she was diagnosed with Addison's. Then in late October she started to going down. I tried for a week to get her to see her regular vet but the office was closed. When she had stool that was like black tar I panicked thinking she was bleeding internally. I drove 65 miles to the nearest open ER. There I was told that she had ketones in her urine and the vet was positive that she was diabetic and would need hospitalization. After discussing this with the vet I decided to take my dog home and to see her regular vet to get a blood sugar on her and go from there. For a week I tried to get someone on the phone at the hospital with no luck. I even tried calling corporate but just got automated system. Finally in desperation I found another vet 35 minutes away who saw her and did the blood test. Her blood sugar was fine and we made a follow-up appointment to do recheck. My dog has a chronic condition that requires care with vet whom I can count on to be there. In the end it cost me 700.00 and I can't cancel wellness care because I owe them 650.00.

Banfield review

One star is too many for Banfield, they are scammers and money motivated! Run away FAST. THEY KILLED TWO OF OUR DOGS.

We have paid for over 9 years for the Banfield wellness plan, $150 a month for 3 dogs, totaling over $16,000 all to Banfield. All of our dogs went to a Banfield vet. Mostly they went once a year for a wellness check and got their shots. So in June 2022 we took them for their annual visit. Our 9yr old dog (dog 1), got a clean bill of health, our 15 yr old (dog 2), was diagnosed with severe kidney disease, which had never been mentioned before, and our 10 year old (dog 3), had a 'Fatty deposit' hanging off his back leg. But dog 1 healthy no issues, dog 3 was healthy over all even though he had kidney disease but his numbers were not spiking. For the first time ever dog 2 was very ill, he had severe kidney disease. This was the first time we had been told this. We were taught how to give dog2 an iv, and we paid 200 dollars a week for the fluid, tubing, and needles. We also told the vet we would make an apt. for dog3s teeth cleaning and fatty deposit removal. But within 2 weeks after his clean bill of health, dog1 was dead, he had cancer, Banfield NEVER caught it. After he died i called to cancel the wellness plan payment and had to FIGHT with the Banfield Chief of Staff, to not be charged as Banfield had missed his cancer completely, and it was a true fight. We were still giving dog2 IVs and shelling out 200 a week for supplies, at "major discount to us," due to the wellness plan we were paying Banfield, as we were told.

Two months later dog2 had a seizure in our home, my hubby and I rushed him to the Banfield vet and we were turned away, NO VET ON PREMISE! NO TECH THAT COULD HELP HIM AS HE KEPT HAVING SEIZURES NOTHING, THEY COULD DO. we rushed him to the emergency vet where he passed away. I was heart broken, In less then 3 months I had lost 2 dogs after a wellness visit. But when i called to cancel dog2s wellness plan, it was another FIGHT! YES BANFIELD WANTED US TO CONTINUE TO PAY FOR HIS WELLNESS PLAN UNTIL IT ENDED 10 MONTHS LATER.

Not only had Banfield made over 16k, on our payments alone, BUT another $1600 in IV materials. Trying to explain to them how they came out on top, and lost no money, had them in shock, I had figured it out! SCAMMERS.

But, we were so overwhelmed with our loss so we made the appointment for dog3 to have his fatty tissue sac removed. I get a call and am told to come and pick dog3 up, they have NO VETS THAT WILL DO SURGERY ON SOFT TISSUE! By now my hubby and I are in shock, we were told to make the apt and then told, oops we don't do that surgery, and nothing mentioned about who could do it. Now it is Oct 2022 and this fatty tissue has burst and it is a open abscessed wound. It is gross and it stinks. So yup back to BANFIELD WE GO. They take dog3 to the back and 2 mins later the vet comes out and says, "I believe this is cancerous, he had high calcium levels when we did his blood work in JUNE, so I am going to send you to another Banfield vet. that vet has agreed to see you and does surgery." We are in shock as no one had ever mentioned we were dealing with cancer! we head over to the recommended Banfield vet, and they looked at dog3 for 5 mins, they sent the tech out and she told us, "the vet team does NOT feel comfortable performing surgery, as it is cancer. too many things can go wrong and we suggest a board certified surgeon." I asked well where is this surgeon? and how much, and when can they cut this nasty mass off our dog. They said we will get back to us, but hinted cancer is not something we should be taking lightly. Suggested we go to the EMERGENCY VET, as it might be too late. We called a friend and they recommended their vet and we made an appointment. Dog3 is having surgery on Monday, none of his levels indicate wide spread cancer, and this real vet stated his other spiked values are easily dealt with, diet and medication.

IF YOU ARE A BANFIELD MEMBER RUN DO NOT WALK TO A REAL VET! They killed 2 of our dogs, misdiagnosing them, and not reporting all the issues the dogs might have or did have. never again Banfield never again, I have my last mutt registered with them as well as dog3 and I have asked for both to be canceled, I am sure I will get another fight, but I am up for it!

When I signed up for the plan I was 19 years old. I have made every payment for the last 12 years for my cat. They had no problem canceling my plan once when I got a new card and forgot to update them. But, now that my cat has passed away and I've already spent over $1000 in vet services this month they are telling me I owe 10 more months of payments. Banfield did not tell me this when I upgraded my plan last month to include services for bloodwork, them knowing full well the cost of signing up for the better plan would outweigh the costs of the blood work. I am shocked by the insensitivity of a company to rob and profit off of pet owners after the loss of their loved ones. This policy of theirs needs to change, especially for long time paying customers.

Active care plus plan provides twice yearly labs. Technicians are not able to be trusted to provide all services during comprehensive exam. Client must look up the lab value results and interpret overall health. Technicians and doctors can be heard in waiting room expressing that they are overwhelmed. Poor customer service. Anyone can provide the basics. Simply not worth the time, hassle, or the money.

Hello,

On the morning of October 17th, I arrived at Banfield Pet Hospital here in Stafford Va, with my 16-month-old Golden Retriever for her scheduled Spaying Appointment, possible ear infection, her immunizations update was due.

She had an 8:am appointment, so we arrived at 7:30 am in hopes to get her in a bit earlier. They seem to only schedule three surgery appointments in the mornings, ahead of time, weeks in advance, sometimes a month or two!

Well, she was signed in on time and the staff and I went over her scheduled planned appointment procedure and discussed her ears to be looked at and treated if necessary. I weas asked if she was microchipped. To my knowledge she was. I'm pretty sure she is! Well, the staff member decided to scan her to see, but my dog was a bit wiggly so, she decided they would check after she was sedated. A cost of $35.00. No Problem I told her.

She was already to be weighed and go to the back. I handed her a puppy diaper and a stretchable wrap to go over the diaper because I don't like the cones they put on after surgery. I realize the importance of their use, so I mentioned that I would go out and purchase one that is not so stiff that when they walk into something, it won't hurt them

I did just that, returned with the new cone just in case they refuse to put the diaper on her.

To make a long story short here... as the day went on, I called around 1:30 pm to check on her, no answer. I called and called, the phones answering service came on so, I left a message to call me and let me know how she's doing.

Well, here it is, now 5:15 pm and I they finally answered their phone. I asked the staff member, a young lady, how is Abi doing. Is it time to pick her up?

She went to check, returned to the phone and said that she is not on the computer to be released yet, needs more time recuperate. Fine I replied. I will come on over now and wait for her to be released. I arrived at 5:40pm.

Asked the staff, this time a young man to check on Abi. He returned with the same answer I was given at 5:15pm. It's now 6:pm, and I noticed a small sign on the front counter reads... something to the effect of, all pet appointments are a 4 to 6 hour wait. Again, I asked the young man to please check on Abi!

This time he comes back with an outrageous answer.

Oh, she's not had her surgery yet. "What"! I repeated and asked, WHY! She has been here for, TEN HOURS in a small kennel, and you're saying to me that she hasn't had her spaying appointment yet, never mind her immunizations, ear inspections etc ect.. Had anyone given her water, a bathroom break? His answer was he would check, and he came back saying, no bathroom break and stumbled when trying to say whether or not she was given water. Un excusable and unprofessional service! I told him I wanted to speak to the doctor. He returns, tells me that there were two other surgeries before Abi, and that there were complications and so the Doctor had to get to the other scheduled dogs for lesser medical needs. I was furious! I tried to hold my emotions, but all I kept thinking about was poor little Abi! I raised my voice at him saying, now she's probably thinking I left her for good, or she's being punished and doesn't understand.

Looks at his computer screen and tells me that this appointment

was made today!

I wasn't sure at first what he was getting at, then it dawned on me.

I told him this appointment was made weeks ago, that it ordinally was scheduled for Nov. 3rd, 7:45 am, but because she was becoming too much for my other two dogs and us, that we needed to move her appointment closer.

It was then scheduled for October 17th at 8: am. We stopped feeding her at 4:30 pm the night before her surgery as requested to do. So here we are, if you count those hours in to the ten hours she was in captivity, that amounts to, the thirteen hours she was with me, sleeping etc. And now adding ten more hours. That is, 23 hours! No Food, No Bathroom break, No Water! No socialization! Doctor Allison comes out and constantly apologizes, and as she stares at the computer, she states that she can't see where Abi was scheduled for today. I told her about the cancelation and the new date etc... and I asked her to look at her appointment scheduling and see where I had made the changes and spoke to the staff. She stated that if I had canceled and remade the appointment, that she would be able to see it. I believe she out right lied to me to cover herself and look after her staff. Perhaps after I left, she reprimanded them. So, before I left, we made another appointment for Nov. 15th at 8: am. I expressed to her my concerns if Abiu goes into heat before that, and she said that they could still do the surgery, but it might take longer etc.. I said No! Why should she suffer any more for a surgery that should have taken place that day! I'd rather let her go through another heat cycle before putting her through that! Let's hope she does not go into heat, again! I like this, Doctor; she has been there for me with my other animals and helped me with my Maggi Mae's passing etc... I am pretty sure the fault lies with the two new staff members who worked the front desk that day, and the backroom staff who should have paid more attention to why, Abi is still here.

I was made out to look like a liar when discussing their mistake, as Doctor Allison kept staring at the computer as she spoke to me, saying how sorry she was that this happened, but she can't see on the computer where the past scheduled appointment, cancellation and even that day's appointment. I want someone to investigate why that day went as it did, and not to try and say, "I made that appointment that hour of the morning that she was scheduled to be seen. There was another person that morning who knows me as a customer, she weighed Abi, she checked her in, something she would not have done for a surgery that had to be prepped the night before.

I will find out who she is. She has worked there for years and is a very professional. Unfortunately, she had left for early, and so had she been there to help clear this up, we wouldn't be here at this point. I was offered from this Doctor that she could try and get us fitted in at another Banfield, but i refused because Abi does not do well in long distance drives. She would have had an upset stomach prior to surgery. Not Good! They need to fix this, and so I was left with no choice but to put off her scheduled visit for a later date.

In hopes she does not go into heat!

I want your company to get back to me, email - [protected]@live.com and tell me how your Banfield Company is going to resolve this, so it does not happen again to Abi, or anyone else's pet. I hate the fact that little Abi will have to go in kennel jail again. By the way, she was a rescue at age four months

old and was kept in a kennel for hours at a time, and so I promised her, No More kennels, she sleeps with me!

Granted she goes in a kennel for short times when at the Groomers.

We do a sit and stay usually at the vets, but this appointment was going to have to be for a bit longer stay, NOT TEN HOURS, and still not seen!

When they brought her out to me to go home, she was so hyper and couldn't sit still to put her harness on. She just kept jumping and hugging and kissing me, so Happy to be out of that kennel. More so than I had ever seen her whenever she went to the Doctors. On the way home she kept licking my hand for fifteen minutes, tried to lick the water off a cup, that I had a drink in, prior to picking her up. That told me too, that she has no water given to her there. As we returned to our home, I let her out to relieve herself and gave her water and food. She drank half a bowl of water! I expect to hear from you soon. And just so you know this, I did some research and this falls as a very serious Cruelty to Animals Charge! No animal should ever be left in a kennel for more than 8, 9 ten or twelve hours with No Food, No Water, and No Socialization. I just want answers and I just want my Abi to have a positive vet visit and recovery. I have an appointment scheduled as I stated before, on Nov. 3rd at 8 am. I asked if she could be seen first or second, so she does not have to be aware of the hours she will be recuperating, and the answer was, no. I think it can be arranged, don't you?

The address of this Pet Hospital is the following.

Banfield Pet Hospital

1160 Stafford Market Place

Stafford Va, [protected]

Phone number, [protected]

My address is as follows...

Pamela A. Lucia

44 Greenleaf Terrace

Stafford, Va

22556

I wait soon to hear from you!

Mrs. Pamela Lucia

I took my dog to banfield on I.45 on Shenandoah and feel that I have been treated with horrible customer service and incovenience, I have reached out to Heather Pollack and she blocked my Emails. So the issue at hand is my dogs anal gland ruptured and could have been prevented had I been given the information that this was even possible I was told I could wait a week or 2 without any worry to express her glands. I do not feel that they were informative and could have prevented this, The other issue I have Is I pay every month to get her shots once a year, and they charged me for a pill for one month because our appointments weren't alligned to me it makes no sence to pay for a pill when I get a yearly shot. I feel the store Manager Inconvenienced me without empathy of the situation and basically was rude and didn't care. I also feel that the staff, one person more than others are very rude, Kim Brisbin I feel would give me dirty looks and quite rude because I was questioning prices, as if I was being difficult. I'm sorry but I shouldn't be subjected to that. I do feel the care I get for my pet is good, but I feel that they were trying to make extra money off of me and are not informative enough. I feel that the Manager didn't care that she was inconviecing me and basically had an oh well so sorry for you attitude about the whole situation. My phone number is [protected]. My name is Erica Duck TY

This is my 4th attempt for resolution.

1. Phone call placed Wednesday October 5th when I checked my bank statement- no response.

2. Phone placed Friday October 7th - No answer left a message

3. Used your email contact form October 7th

4. Emailed HQ this letter to 9:40 am October 7th

On my 3:15 pm Appt Oct 2, Sunday 2022 at the Millcreek Banfield location, I was charged twice for the service for Lucy. The POS machine stalled & said my card has been declined on the debit transaction. I re-tried the Mastercard Debit transaction, and it was approved. My BECU bank statement shows the transaction was posted TWICE in the amount of $ 39.86.

Statement date October 3,2022

transaction 1. POS Withdrawal - BANFIELD [protected] MAIN ST M104 MILL CREEK WAUS - Card Ending In 9248 $ 39.86

transaction 2. POS Withdrawal - [protected] BANFIELD PET HOSPITAL MILL CREEK WAUS - Card Ending In 9248 $ 39.86

Please contact me for resolution as soon as possible, please.

They are, in a word, a total rip off and should be barred from doing business in this industry. In the fine print of the Wellness plan contract, they say you can't cancel because the services you receive under the Plan are "discounted" and the retail value must be paid in full if your pet dies when you request to cancel or you can just continue paying for your dead pet until the 12 month contract is up. It's cruel and unusual punishment for a family that suffers the loss of a pet to continue to have to pay the wellness plan post-mortem. Their "discounted" fees are outrageous, nearly 2x as much as any reputable vet, and they sell you services you NEVER need when your pet needs to be seen. So, adding insult to injury, when the pet dies, like our dog just did, we paid $300 for them to put her to sleep and we get to still keep paying the rest of the 3 months on her Plan at $54/mo according to their rules. Our dog did not even use the main service that is the most costly one on the 12-month plan, the dental, but yet Banfield needs to collect their extra $150 to make themselves richer. Caution to anyone thinking of using them or the Plan: find another provider.

I recently moved to the Plano area, and started care with Banfield for my Chihuahua mix. I was convinced by staff that it was necessary to start my dog on the Wellness program. After a diagnosis of heartworm, I was told that the treatment would be discounted while on the program. I was also instructed to get her teeth cleaned. I scheduled and dropped off my dog. Hours later was notified that they could not do the procedure while on medications. This should have been in her records as this Vet prescribed the medication. The next appointment my dog was dropped off. Later I was notified by the Vet that the first injection would cost $400. Multiple phone calls and miscommunications have left me less than confident in their care, and I have chosen to get a second opinion with another Vet. I am more than willing to pay for any and all care from 7/6/22 to the present, but am asking to cancel the program effective 09/29/22. I spoke with the contract company and manager at this location, and was told that there would be a fee of $559.60. The amount will delay care for my dog as I am on a very limited income. I am just asking to cancel the program without further fees for the sake of my dog's health.

Also, my private Vet records were released to a random person calling stating that they were calling on my behalf. This is a breach of confidential records. I have lost any and all confidence in this facility and their care. This should be reported to the Texas Veterinary Board.

Madison Smith for Copper

Time 10:45 am. October 3, 2022. I have been paying Banfield exclusively for vet care for 15 yrs, many different cats. Today I needed an appointment for regular customer, 20 yr old Gary, who is not eating or drinking. Nasal discharge. My regular branch said no drop offs? Only a set appointment. Ok Friday…but they encouraged me to call another branch to get a sooner appt since dehydration could be serious. So I called Banfield Ross park area Pittsburgh. The girl gave me a 10 am appt Thursday. Great. All Gary’s records and my records are on the computer. She said. “ oh you are not on the wellness plan, that will be 2 weeks”. What? I am a regular customer I have been paying you for yrs euthanasias, paying and paying you, countless visits. And she hit me to the ground with this discrimination

This is a serious matter. This never never should happen. It’s a little cat who needs help. It is disgusting.

The issue started for me back at the end of July 2022 of this year when all of the vets at the Boise location had a mass exodus. Everyone but two people quit. I tried to get a refund for one month of my dog's wellness plan and was ignored after sending 3 separate emails to corporate. I called corporate, they say talk to the practice. I talk to the practice they say call corporate. They have been intentionally unhelpful.

I only got three visits for 61$ a freaking month. My plan didn't even cover my dogs spay. I tried to cancel my plan today and they absolutely refuse to. They are trying to make me pay 480$ to cancel the plan that I was told I could cancel any time with no hassle. I think an entire paycheck is suitable enough to call a hassle when they continue to take my money and refuse to refund me.

The most infuriating part of this whole thing is the fact my dog was seen a total of three times since March. They canceled my upcoming appointment on October 7th over a call to inform me that her exam was not covered by the health plan. The woman I spoke to in person when setting up this appointment had confirmed with me at the time that this plan does cover said appointment. They are now attempting to force me to pay the rest of the plan up front for canceling when my dog won't get any coverage for the rest of the 6 MONTH DURATION, PLUS TWO MONTHS OF NO CARE FROM A MASS WALKOUT.

I AM PAYING 780$ FOR THIS.

Earlier this week, I was alerted by email that my three dogs needed vaccines. I had taken them earlier in the month and wanted to get them up to date on their vaccines. I picked up my animals and reported no issues with any of my animals. Later in the same month, I received a call saying my animals were scheduled for an appointment that I did not make. I called to understand the purpose of the appointment, and the Banfield employee reported it was for vaccines because they were not up to date with any vaccines. I was concerned to hear that when I thought they were vaccinated earlier that month. The same Banfield employee called me to apologize to say, "there is a clinch in the system, and they are vaccinated and need their booster." I understand that mistakes are made, so I continued with my confidence in scheduling their appointment.

Now today, my husband goes to take all three dogs for their booster to hear then that the plan does not cover two. I would not have made this appointment if I knew they were not covered. I was followed by a Banfield employee telling me that one of the dogs had an elevated reading in one of their labs. This was never communicated to me about my dogs' lab. Nor did I ever speak with any doctor during their appointment earlier in the month. I expressed concern about multiple communication breakdowns, poor discussion of my dogs' health, and overall interaction with the Banfield-doctor. The doctor replied, "it sounds like you don't trust us. I recommend you get care somewhere else." I have lost confidence in Banfield.

I subscribed for the Wellness Plan Wellness of Banfield in Denton, TX, for two of my pets.

One of them just passed away this month (September 2022), and his plan was automatically renewed in August (a month ago). I tried to call to cancel his plan, and I was told by the representative that I have to pay for another FULL YEAR before I cancel it - around $420 (even though he only had ONE VISIT after the plan was renewed.)

My girls had an appointment on September 25th 2022 at 8am for teeth cleaning. At 330 I had not heard anything about them. I called and was told one dog was done and the other not started due to an emergency. I understood, however call. I was then told that one was actually just started and the other not at all. I waited... at 5pm when they close I asked my husband to take me to the hospital to see what was happening as AGAIN no call.

We waited...the gal at the front was then asked to charge us for the services. 1,000...we asked her to explain..she could not. I said I was not going to pay until I knew what was happening.

The girls were given back to us around 6. One was wet and smelled, I asked why I was told that when they were doing the procedure the water from the drill got her wet. How about you dry her? The other was just out of it completely. Neither could walk or even move until after 8pm.

The next business day I was not even called to see how the girls were doing after one had an abscess and the other had nine teeth removed. I have been with Banfield for 10years..NEVER have we been treated with such disrespect. I will be canceling my service and looking for another provider ASAP

My cat Derby passed away from bone marrow cancer on Monday, Sept. 19th, 2022 at around 9:00 am at home and I was by her side. I had a second blood work done at Banfield Pet Hospital in Crestwood, IL on Monday, Aug. 29th as I took Derby to an emergency vet hospital on Friday, Aug. 26th as she stopped eating the day before and I was concerned. I took her to Premier Vet Group and was told she had a 104.8 fever. She was given an anti inflammatory shot and antibiotic shot. The vet stated to get blood work done again which I did at Banfield on August 29th. I was told the blood work came back normal and an X-ray was also done which showed a stool she should pass. Now, Derby’s health was still not getting better as she was still not eating. I was told at Banfield to get an ultrasound done. I told them that I found another vet to get a second opinion which they agreed at Banfield. I took Derby to Lockport Animal Hospital on Thursday, Sept. 15th and the doctor looked at her information from Banfield and Premier Vet Group. The vet noticed something not right on her blood work results and wanted me to further check two areas plus her electrolytes. An Indexx Chem 10 CBC was done and came back very low. The vet informed me that she has a rare bone marrow cancer and nothing could be done. I had her Antech Protein Electeolytes done and the vet contacted me on Monday, Sept. 19th confirming results of bone marrow cancer. Now, my concern is why didn’t Banfield catch this in the second blood work done and I had to end up getting a second opinion which cost me $380.00? When I was at Banfield on August 29th I had to upgrade my wellness plan in order to pay for the additional blood work and X-rays. I have been going to Banfield for over 10 years bringing my pets. Now, Derby passed on and I know nothing could be done for bone marrow cancer. I cannot cancel the wellness plan since Derby died. I was given 50 percent reduction to pay off $219.63. Plus I had to pay for a second opinion when Banfield should of done more thorough exam of Derby’s blood work results. I just feel I had to say something as this has been on my mind. I feel my Derby had a better diagnosis at Lockport Animal Hospital rather than at Banfield where this is her regular vet. Doesn’t seem right to me to end up getting a second opinion. I felt I need to speak up about this.

My family and I have been loyal to Banfield Pet Hospital for most, if not the entirety of our dog's life of 14 years. It still seems unreal to us, but we had to make the incredibly difficult decision to say goodbye to our fur baby, Max, this past Friday (09/16/2022) at Banfield Pet Hospital. Our Max was diagnosed with severe cancerous lymph nodes on 08/11/2022 and we were given the prognosis that he had approximately 3-6 months left to live with the prescribed Prednisone. As you can gather from that timeline, we had a little over 1 month with Max before he passed.

We realize that the timing of things as elusive as cancer is out of anyone's hands. What we take issue with is that my husband and I are unable to cancel Max's wellness plan now that he has passed. The feeble "resolution" we were offered when my husband spoke to a representative on 09/19/2022 was that 1 month would be waived from our "outstanding payments" until Max’s plan expires in December 2022. To us, this is infuriating and feels like a slap in the face. Instead of using this time to grieve and mourn the loss of our greatest, furry joy, we are incensed by the lack of care and resolution from Banfield. When we checked for Max's hospital summary on 09/17/2022, the day after he passed, his entire profile had already been removed. If not at the very least to have continued access to his medical history, then what exactly are we expected to continue these wellness plan payments for?

With the onset of the pandemic, we began to see a decline in Banfield's quality of care at our surrounding sites. We were and continue to be patient with what we are sure is Banfield as a whole still recovering from lack of staff and resources. However, excuses and explanations are unacceptable and cannot be confused as solutions. Banfield has tainted the otherwise peaceful passing of our beloved, Max. Until Banfield chooses to resolve our issue and fully cancel the remainder of our wellness plan, we will be taking our other fur baby off of the Banfield wellness plan as soon as possible. Additionally, we cannot in good faith recommend Banfield Pet Hospital to any of our fellow pet owners and will be strongly discouraging anyone from going there.