Banfield Pet Hospital
Reviews and Complaints

Made an appointment for my doggo @ 2:00pm for 5/1/25.
On 5/1/25, arrived 10 minutes early, and that's about how long it took for me to be checked in.
I specifically asked on check-in if the vets were behind schedule or on time b/c I was on my lunch break and could not sit around waiting on the vet.
I was told the vet was on time, and I would have zero wait time. LIES
After waiting on the vet until 2:25 pm, I left without seeing the vet.

There is no need whatsoever for me to complain to the vet @ Copperfield because they don't give a rat's xss about customers, about making customers wait, about retaining customers.
I'm pretty sure this complaint will go nowhere as well, but what the hell.

This is a rip-off. Please do what I did not and get pet insurance. It will be similar if not the a lower monthly payment, you will get more coverage, and you can actually have a relationship with a vet who cares about your pet, and not about the numbers. You can set up the plan in-house, no problem. Once you want to cancel, you need to call an outside company (3rd party) and wait on hold for at least 22 minutes. They will offer you several "incentives" not to cancel- and once I declined them all I was told I would have to call back next month to cancel, as that was the month my plan was set to AUTO RENEW (they do this if you do not catch it in time- thus wringing another payment out of you).

When I was FIRM to the poor overworked representative that I would not call back and that it will be cancelled during this call, she meekly agreed and I was finally able to cancel this ridiculous "wellness plan". I feel very sorry for the poor representative that has to work for a company like this.

On another note- when my cat that had been in their care needed to be euthanized for a inoperable stomach tumor- they assured me that they would "take care of everything". To me, that meant that the cost was covered by my plan- after all I had been pouring in money with each visit.

Do you know what that meant to them? They were going to euthanize my cat- provide the service that kills him. And I was charged for EVERY PART OF THAT PROCESS. The room, the killing shot, the disposal.

And this was all addressed as I am devastated in tears, just losing my companion of years. Even in that moment, it is a money grab. STAY AWAY!

Dear Friends, It go against my grain to post and write reviews on places that I do business. However, I need to make an exception so that other animals do not get hurt.

For the last 10 years my dog Tara has been receiving services from Banfield Pet Hospital in Jacksonville and Orange Park, FL. I have always had their Optimal Health Plan at the highest level. I have had nine year of good care!

In the last year, my dog(13 years of age) has started to have problems. I have reported the issue to Banfield on several occasions and she was treated for several bladder infections. In September, when the problem reoccurred and I began to suspect that she might have bladder cancer, I requested an evaluation. It was completed in front of me. The doctor requested an x-ray of her bladder. I brought her back the following Monday for the x-ray, and was told the "X-ray was totally clear." In her file is an x-ray report but there is nothing on it but the charge to insurance of $373.00.

I decided to get a second opinion. I made an appt with a Vet and a recommendation for an ultrasound was made. The ultrasound was completed. A mass was found in her bladder and it was Cancer. She was given about 4 months to live. She has made it through the holidays and just turned 14. Now why that mass was not detect in the x-ray that was completed a week earlier is concerning to me.

After the first of the year, I started getting e-mails from Banfield requesting that I bring Tara in for her six month COMPREHENSIVE EXAM! I did so because I had already paid for her next six month of flea and tick medication and her heart worm treatment. They will not give me the medication without seeing Tara.

The Vet Assistant asked how she was and I said she was doing alright. She informed me that they were going to take her back and do her blood work, her fecal test, her eye test and her EKG, she would be right back . She bought Tara back to the room and told me the eye machine was not working properly, but that the blood test would be done soon. A few minutes later she returned and told me that "Everything is great." I asked where her medication was and she said she would give it to me at the counter and that we were free to leave.

NEVER ONCE DID I SEE THE DOCTOR! IF THE DOCTOR TRULY GAVE MY DOG A COMPREHENSIVE EXAMINATION DON'T YOU THINK SHE WOULD BE CONCERNED ABOUT ALL THE LYMPH NODS THAT ARE SWOLLEN ALL OVER MY DOG! MY DOG IS LEAKING BLOOD ALL OVER THE HOUSE AND NEIGHBORHOOD ON WALKS, DID SHE IGNORE WHATS ON HER FLOOR! NOT ONCE DID SHE ASK ME HOW ARE HER BLADDER ISSUES THAT WE DISCUSSED IN DEPT THREE MONTHS AGO? DID SHE NOT REVIEW HER PAST RECORD?

There was no level of care given to my pet today. These doctors don't care. Folks I have been going to the same place for 10 YEARS! SAME DR. FOR 10 YEARS. The doctors have not changed just the level of care. The people working at these facilities should not have doctor in front of their names.

So please find your pet a vet who cares. A vet who knows your name when you walk in the door. Who cares enough to come into the exam room and greet you and your pet. Someone who cares enough to follow up on your concerns. Your pet deserves this and so do you!

Beware of banfield pet hospitals nationwide in the usa! Truly a nightmare experience!

I feel compelled to share my harrowing experience with banfield pet hospital int eh hopes of preventing other pet owners from going through the same traumatic ordeal.

My beloved super healthy 4 year old dog suffered immensely due to their negligence and protocols or should I say lack of, including lack of proper care.

My nightmare began when I took my pet to banfield for a routine dental cleaning, his first one and most likely last one. No dental issues, just a routine cleaning. Little did I know that this seemingly simple procedure would turn into a life threatening situation. My dog was overdosed, with excessive anesthesia as "prescribed by their protocols" which lead to complications after and a prolonged recovery process of 3 + days.

He almost didn't make it. What shocked me even more was the hospital and corporate blatant disregard for my pet's well being. It became so evident that their protocols were driven by financial gain rather than the health and safety of the animals in their care. It is disheartening to witness a facility like this prioritize profit over the lives of innocent pets.

Despite my attempts to seek resolution and accountability from banfield corporate team and office, I have been met with silence and indifference for days.

The lack of communication and empathy from their end only ads insult to injury and it is clear that they do not value their customers or the well being of the animals entrusted to their care.

Yesterday I finally got a call from chief vet for banfield stating "they have made a mistake and are aware of bad reputation, bad reviews, issues with customer service and are working on it and will try to resolve this situation".

Furthermore, my experience is not an isolated incident. Countless negative reviews form many other pet owners echo my sentiments, highlighting a pattern of subpar practices and service that are questionable at banfield nationwide. It is alarming to see so many pet owners share similar stories of mistreatment, negligence and unethical and unprofessional service only concerned for their own profits and more $!

I implore all pet owners to think twice before entrusting their furry companions to any banfield pet hospital. The risks and potential hard outweigh any convenience or cost savings they may offer with their insurance plans.

Our pet's safety and well being should always be the top priority and it is crucial to choose a facility that upholds those values which banfield pet hospitals do not.

In conclusion, my experience has been nothing short of a nightmare.

I urge you to consider alternative options and do your research on any of their facilities before making a decision. Your pet's health and happiness are to precious to be compromised by a hospital that prioritizes profit over the pet's well being.

After nearly 19 years of service with Banfield after a clinic visit and new med my Cat suffered an emergency and died. Of course, they were not available for service and we went to emergency clinic. The wellness plans do seem like a good idea and for many years we loved going there. Post pandemic the service never recovered. Almost never got to see any treatment interaction with the actual vet and very long waits for general care. ^ plus hours without seeing your pet.

Billing be aware! Once your pet is no longer with you, they will make sure that you cannot cancel your plan. The fee that they claim compared to your plan is so over inflated you get screwed. And zero concern for you after. I lost two cats this summer and now have them telling me I can't cancel without 700 plus hundred dollars even though they passed 40 days after renewal. Make sure you are ok with this level of treatment when you sign up. I had them since 2005 and will NEVER again sign up there. Totally turned off!

Due to the indifference and mal practice of this Banfield vet, my sweet Domino died on June 20, 2024 in great pain and suffering with an abdominal infection and severe dehydration. An infection I never knew about until the VCA emergency doctor told me. What the emergency doctors at VCA Animal Emergency Hospital diagnosed in a few minutes, this vet could not, and apparently did not even attempt to diagnose, over a period of many weeks. The first time I brought Domino to her stating that I know that something is wrong with my cat, her response to me was that my cat was old, and cats don’t live forever. I gave her a description of his symptoms: lack of appetite, not being his normal self with normal energy, drinking a lot of water, appearing discontent, and experiencing discomfort. At this first appointment she did not touch my cat or even try to see what the problem might be. Her diagnosis was “Nothing is wrong with him. He is just old. Cats don’t live forever.”

Domino’s painful death had nothing to do with his heart or age. He had a serious abdominal infection that was causing him pain. He should have been immediately treated with pain medication, anti-biotics, and hydrated and whatever else was needed for the infection, including Lactated Ringers. At the first appoint concerning this issue, I had no way to know of his abdominal infection, but I knew that he was dehydrated, and something was wrong. At this first appointment concerning this issue, I bought this up and requested a prescription for Lactated Ringers. She did not appear to be concerned about his dehydration. I made this request for lactated ringers. I told her that I knew what supplies I needed to administer it, and I knew how to do so. She just blew off my request, and did not give me the prescription for Domino. Knowing now, too late, what the VCA Emergency Doctor explained to me about Domino’s condition, it is no wonder that he was not eating, and distressed. The Banfield vet did not touch my cat during this first visit on May20. Domino sat on my lap the entire time, except when the aid, who came in first, weighed him. The meeting with the vet was very short and then she walked out. Her only observation offered was that “He is old and cats do not live forever.” The assistant that was in the room when this happened, if she is honest, can confirm everything I have just written.

I brought Domino in again a few days later and told the vet that he was getting worse. This time she also did not touch my cat and she told me that there was nothing wrong with him, he was just getting old. I had no way to know that she was dead wrong.

I called the Pet Smart Hospital back after this appointment and insisted on a prescription for Lactated Ringers for Domino. I also provided the name and contact information for the Valey Vet on line Pharmacy. When it arrived in the mail, the instructions were 50 ml once every three days. These instructions were ridiculous considering his condition. I called Pet Smart again and went over these instructions with them. I was sure that the vet had made a mistake. The front desk confirmed her instructions, which were ridiculous.

Not only did I bring in Domino more than once describing his exact condition, I also called several times letting them know that he was not getting better, but was getting worse. I am the one who requested lactated ringers be given him on my first and second appointments regarding his issue. He did not receive the prescription until I called in with my third request for lactated ringers, she finally wrote the prescription. However, 50 ml once every three days was very insufficient.

When my cat got worse, I called again and said that my cat is dying. The response was that you were all booked for the day and could not accommodate him. This is when I took him to the Emergency Hospital.

Domino died in great distress and pain in spite of my caring, love, and effort. This vet is guilty of mal practice. She was careless and indifferent concerning the serious condition that Domino was in, and never provided a diagnosis so that I would know what was going on, and the very serious condition that Domino was in. I had no way to know what was actually going on inside his little body, I am not a vet. I loved and cared for him without being given a diagnosis by this vet. The vets only diagnosis was that he is getting old. I did not have to lose him like this. It is her indifference that cause his painful death due to a serious abdominal infection that I knew nothing about until the Emergency Doctor told me, as they were trying to save Domino’s life. I had no idea what was wrong because of the indifference of this Banfield vet. She never even touched him when I came in for office visits concerning this problem.

Because of her mal practice concerning Domino trauma, it is sadly too late for my Domino. He died a miserable death, a painful, unnecessary premature death, thanks to her total disinterest in an “old cat, that would not live forever.” I am completely severing my relationship with Banfield immediately and forever. I will never be back to your Banfield institution with any other cat. My cat died in pain because of your indifference, and now I am living in pain with this awful memory. This vet is guilty of mal practice.

The Banfield record keeping is not dependable. Many on-line forms have no entries. For both my cats it was stated, not sure about Rabies shots. I gave her a copy, for each cat, of a record of their last Rabies shot. Records also state that teeth cleaning was needed. I had also given her a copy of the report for the last cleaning for both cats, both current in the past two years. Then the fabricated record created two days after my cat’s death stating that I had declined procedures, procedures that were never brought up or offered to me for my cat. This list, created two days after Domino’s death, was no doubt created from report that came in to her from VCA Animal Emergency Hospital. Every procedure presentation on this page is followed by “Client Declines.” This page was posted to my cat’s account two days after my cat died. I never declined help. I was begging for help that never came. When I read this, I knew that VCA had determined in a few minutes exactly what Domino’s problem was, without needing any tests she wrote up in this document she created, that was fiction. This only adds to the mal practice involved by this vet and this organization. This page was created and posted two days after my cat died on June 20, 2024. It was never included in his records until after his death, apparently in an effort to deceive, but the posting date reveals the truth. I learned a hard lesson, never trust a vet. I am broken hearted.

Due to the indifference and mal practice of this Banfield vet in Fairfax Virginia, my sweet Domino died on June 20, 2024 in great pain and suffering with an abdominal infection and severe dehydration. A diagnosis I never knew until it was too late, and he was dying in the emergency hospital. Had I known what his condition was, Domino could have been saved, and he would not have suffered such great pain over the time I was trying to get the Banfield vet to help me. I kept telling her “I know that something is wrong.”

Time span of incident: May & June 2024, death June 20, 2024.

I took my son's dog Lucha for a removal of a Hematoma, on 3/26/2024. A couple of days after my son was called by Banfield to schedule an appointment. So an appointment was scheduled for 4/2/2024. Upon my arrival, I found out they wanted me to drop Lucha off. I questioned why would I drop her off and what was the purpose of the office visit. I was told they didn't know why. The drop off turned into a office visit, but still did not know why. Lucha surgery was performed a week ago and is still taking antibiotics. It will take about a month before, we find out if the Hematoma returns. So in reality there was no reason for the office visit yet. Upon checking out, I was charged $71.95. And still no answer as to why Banfield would call and request us to schedule an appointment for Lucha. I also asked if the Hematoma returned would I be charged again for an office visit, and I was told Yes. I am totally confused as to why Banfield would call, and request us to schedule an office visit. And not know why. A follow up visit would makes sense, if it was scheduled a month after surgery.

Mario our 18 yr old dog, had to be put to sleep in Dec 2023. We love our Vet and the office staff at the Ralston office in Ventura CA. We assumed that Mario's wellness plan would be canceled since he was no longer with us. I noticed that we were still being charged for the plan. I have called several times and am being told that we have to pay out the plan to cancel it. Why should we have to pay out the plan if our fur baby dies? I tried calling and was told there was a 55-minute wait. So I asked for a callback. I received a Text message. The first person waited 2 seconds after giving me the pat answer of paying out the plan. The second one I advised I needed to speak with a Supervisor. I was a call center supervisor and operations manager for 22 years, we always took calls, we were not told to call back. I am not sure why I can't get a hold of anyone to speak with someone. I sent emails and text messages but was never contacted. The plan is under [protected] Michael Richardson

Santa Rosa, Ca Banfield HORRIBLE. Person answering the phone told me if I was unhappy to go somewhere else. I have been a loyal customer for over 10 years. Great until after covid. Now the dogs sit all day in a crate to be seen. Vets come and go...my prescriptions sit for months in the Banfield app not being seen by the hospital to approve them. I have one very ill dog that needs her meds without stopping, trying to get it is almost impossible. I have to show up...

I am truly disappointed, disgusted and am taking my dogs elsewhere. I have call the customer service, emailed and have had no response whatsoever.

Don't use them

I brought a healthy 4 year old dog for dental cleaning without really knowing how it will turn out. Routine dental cleaning , as i expected should have been an easy and safe service, however i have discovered unethical and negligent protocols that this company practices. If it wasn't for the lovely staff and doctor, i don't know how this story would have turned out but am sure would be a disaster and a law suit filled by me today!

My deep concern and frustration is not with the staff but with lack of services that Banfield has provided, as the experience has left both my pet and myself in a compromised state of health due to thew negligence of the company.

My dog was visibly drugged and appeared overdosed after picking him up. He is 115lbs and could not walk and kept falling. The tech was so kind to hlp me load him in the car, as if he wasn't there i would not be able to put him in the car. Very negligent from Banfield.I have spoke with both lovely doctor and staff and wanted to file a complain about the corporate protocols and i have not been able to reach anyone at the headquarters of Banfield as the lack of ACCOUNTABILITY AND TRANSPARENCY ALONG WITH FRUSTRATING RUNAROUND shows how unethical as company they are. I am seeking resolution to rectify this urgent situation and prevent similar incidents from occuring in the future.

I am unable to reach anyone, when i called they said they will email me an it's an endless nonsense.

This company is unethical and negligent and i seek response from the upper management regarding this fiasco.

I am upset that I had my pet seen at your clinic. Was never advised that this is a contract and it was for a year. That is misleading and if the workers Mike and Jessica at the gainesville florida location could not honestly represent accurate information about a policy that you have we would never sign up and get services. And still have to pay outrageous large bills when it should be covered. It is a sham...and it will be handled. Im just letting you know formally.

My dog got sick after eating plants at an acquaintances home. He was taken to Banfield in Longwood, Florida 32779 with Dr. Daniels. The Winter Garden location accessed my dog's files without my authorization, and they gave him all the notes in the chart. The fact that he was given all the medical information by an employee and facility that were not even involved with his treatment, I have a big issue with this situation. Due to the negligence of Banfield, I feel unsafe, my dog is unsafe, and the integrity of our case has been compromised. I feel that my trust and privacy have been violated. I would like to be compensated for this violation of my trust. I have text messages letting me know that he had all this information 11/07/2023 at 0830. When I contacted Winter Garden location I spoke with Mandy, she left a voicemail apologizing for the breech of security.

I pay approximately $400 per month plus an additional approximately $600 2X per month for basic care for my animals. Point is; I am a good customer. Banfield Watt Ave Sacramento Ca used to be respectful and kind. I have noticed a significant change. On more than one occaision I have been spoken to in a rude and condensinding manner- (talk to the hand; let me pause you- not listening to what I am actually saying and interrupting me to give me irrevelant lectures without address simple yes/no questions-rude tone of voice and hanging up on me. Last time I was there the customer service person was in such a hurry that she did not have time to set an appointmnt for another pet while she spent about 10 minutes explaining to me her perspective on the patient before me who had an issue that she wanted to resolve. I had to get someone else to set the appointment for me. Today; I called to change my pet's appointment to include teeth cleaning. Months ago I had upgraded two plans, one of which was hers (after a very long process); it turns out that my pet's plan was not upgraded after all (even after spending almost an hour getting it upgraded)- so I asked to speak with the manager becasue I wanted to verify everything before upgrading an d the customer service person hung up on me. I called back and asked to speak to the manager. This manager was rude, condenscending, lectuing- all wanted to do is 1. make sure the plan is upgraded 2. change the appointment to include the cleaning 3. ensure I would not be charged for the cleaning on top of the monthly payments since she told me to wait until the day of to upgrade. (I am often charged extra, or given the wrong medication, ...there are allot of "glitches" at this location but I am a very patient person and I do not complain. However, when staff add rude, condenscending tone of voice, talk down tot the customer, over explain and then over explain about things that are not even relevant to the customer's requests orquestions it is very, very offputting. Something has changed this last year compared to my previous visists and this policy of being rude, condenscending, lecturing, over explaining, eye rolling (that happened on another occaision) and taking up loads of time from the customer's day to address simple isseus is a very strange one in deed. The reason I have not changed Pet Care Plans is because I have 7 pets enrolled with Banfield which I would think could garner some appreciation) and that will be an ardous endeavor; however, I do not beleive I can allow myself to be bullied like this anymore. I hope the staff attitude changes. I am trying to get appropriate care for my pets; thats all. I'm not difficult. I am polite. I am patient. I have to work also just like they do- I don't get paid while they take theire time to berrate me; but they do get paid- I don't know what has changed with Banfield. Possibly poor morale at the facility. I watched a customer who was before me get the same demeaning beratting bullying treatment (as mentions above, that pereson then had no time to set an appointment for my pet becasue she was so preoccupied with the customer before me-who was about my age or older- yes, I am "mature" but i still work as a licensed clinical psychologist and as much as they want to have thier time respected, my time requires that I show up for my client's appointments on time . Anyway, there must be something going on there to make the customer service people treat thier paying customers who love thier pets this way- It is a definate change from18 months ago--I have been with Banfield for about 7 years- the first 5 were greate- then there was a customer service person who was absolutely abusive- the new one's seem a bit nicer, but honestly, hanging up on a customer just because they ask to be transferred to a manager ; and the manager then uses a condenscending tone of voice with an uncessary lecture? She was also very defensive when I told her how the origional customer service person treated me- it just does not make sense. Something that could easly take less than 5 minutes tool a huge chunck out of my morning. If this doesn't change, I am leaving along with several multiple pet owners in my neighborhood. It is just wrong to treat paying customers this way.

I provided Banfield Pet Hospital with a signed contract for my pet Cody. I also provided credit card payment for this pet. The contract was executed initiatially at the Alexandria, Virginia location where my pet resided. I relocated my pet to Philadelphia and continued utilizing the services of Banfield with my active credit card for billing. My neice also took her pet “Ziggy” to Banfield in Philadelphia for service along with “Cody”; however she provided her own personal credit card for services for her dog “Ziggy”. Her credit card was declined. As consequence Banfield is holding me responsible for payment of services for “Ziggy”. I did not authorized services for Ziggy, nor have a met this dog. Banfield has referred me to a collection agency for failure to pay. My neice and I have both contacted Banfield alerting them that I am not responsible for Ziggy’s bill.

I had to euthanize my 14-year-old dog on November 4th, 2023. The staff were fantastic and told me to call the 800 number to cancel my wellness plan (it would renew in April 2024). The man I spoke to at the 800 number was cold and unsympathetic when I told him why I was cancelling and said, "you still have to pay the balance of the plan". I understand I was in a contract... and yes, it is my duty to know what is in it. But Banfield has a duty to explain some of the conditions as well, so there is no confusion. Duty owed; duty breached! That was never done... EVER. It should be part of their annual review of the plan when it renews, ESPECIALLY when your dog gets older in age or has health issues. The more this customer service rep spoke to me in such an uncaring manner, the more I decided to dig into this company. I am so sad to read the hundreds of other people who have been misled and mistreated by this company. The staff are not educated on the program and some of the conditions, they just know they have to sell it. There is no cost savings if you compared to local vets in your area. Banfield actually increases their rates to make it look like a cost savings. I bought into it thinking of the convenience for my pet, not as insurance. Feels like a bait and switch that I swallowed for 14 years until the very end. My neighbor uses another vet that does not even charge for euthanizing your pet if you are their regular customer. No discount for that at Banfield. I paid over $300 to put my girl down, and to add insult to injury, they want another $250+ for a plan I cannot use. What a punch in the gut. Unbelievable the lack of empathy, sympathy, or compassion. I am grieving, yes, but there has to be something that can be done. Add me to any class action lawsuit against them. I believe I have almost all my dogs records of care still to compare to industry standard rates. At the end of the day, I would pay the $250+… I would pay ANYTHING… to have my Murfee back.

Banfield is taking 2 payments from my account each month and will not refund my money saying they can't find the 2nd payment. I have sent bank statements and have had my bank call and they validate that I have accounts but when I call all they can tell me is they don't have the payments. It's amazing how you can find the accounts when the banks fraud department reaches out to you but when I call the account nor the money can be found. The attachment are too large to attach. Also, when I asked to escalate my call I was t9ld no.

I have been a loyal customer for over 20 years with Banfield, and never had an issue or a cross thing to say about them...until now. I moved over an hour away from any clinic, and I asked to be released from my wellness plans for my three pups. I was told that I would owe nothing for cancelling one pet. The other two would cost me approximately $600 out of pocket to cancel. With these three pets alone, I have paid in approximately $20,000 over the span of 13 years for my pets' health. This does not include 3 other animals that were on wellness plans - my cat for nearly 16 years, a different cat for over 3, and another dog for 3 years. This likely equates to about another $20,000 - so, $40,000 over the span of 20 years. This does not include the "discounted" medications, shots, vaccines, and procedures over time. Banfield has reduced the amount due to $200, but are requiring payment in order for me to cancel, or they will continue to charge me every month for an additional $100 for the remaining plan (which is an additional $600). Continuing to utilize their services to get back my money requires me to take a day off work, and drive 2 hours out of my way to have a wellness visit and wait for my pet to be finished with their services (all day). The amount I will be out from not working that day, plus driving all that way, far exceeds the amounts due - which compounds the out of pocket expenses.

I have asked to speak to a supervisor - and when he called me, his phone disconnected me three times, and I assume he gave up and stopped calling me back. When I returned the call, the office at Banfield said they were done taking the calls for the day, as they are overrun with calls. I used the chat feature two days in a row - and got the same person each time, who just kept repeating the same thing that both agents I spoke to over the phone - who also just repeated the same thing over and over.

I have been dealing with this issue now for over 24 hours and still have no resolve. I am shocked and appalled at the way I have been treated by multiple members of the "customer service" team.

I want to be able to walk away from this company, never to return. While we have had some amazing doctors who have helped in many ways, I am so frustrated that I have never experienced being charged for animals cancellation. I have cancelled before with no issues or money due - until now.