Banfield Pet Hospital

If I could give no stars I would. I have 3 of my dogs on their wellness plan and I am been a customer with them since 2016. I had called in august to discuss canceling my wellness plan for all 3 dogs because frankly, we can no longer afford their insurance each month ($80 a month for all three plus any medications we have to buy per visit comes straight out of our pocket). I was informed in august that two of my dogs plans were at a $0 balance and I could cancel that day, however if I canceled then it would be effective immediately and both of those dogs were past due on their shots. I asked if I could make an appointment for both of them to get their updated shots (that the plan includes may I add) and then I could cancel with no issues and was told that wouldn't be a problem. So that's what I did. However one of my 3 dogs got bit by a spider and I had to use my dogs appointment for her updated shots on him on aug 26th, 2019. I took him in on aug 26th, 2019 to be treated for the spider bite, he still had a balance on his account for the contract and we only have paid 10/12 months, which is understandable. I paid around $130 that day for antibiotics and steroids for the bite and his account was never increased with any type of other charges. However, I called on the 18th of september to cancel once again, and my dogs balance was still at $0 at this time, but was reminded that if I canceled the past due shots would just go to waste since they were included in our wellness plan, no one let me know that my dogs account auto renewed on the 13th of september when I have been trying to cancel for awhile now. So I made an appointment again for updated shots with my first dog on the 25th, of september. I called back on the 27th of september to cancel and I found out that my dogs balance is now at $300 (and some change) due to me using the wellness plan services... I am not happy, we have been with this company and have paid so much money each month and every visit costing us roughly $150 or more everytime and this is how we're being treated. I filed a complaint with the better business bureau and am in contact with them trying to resolve this issue. Banfield responded to the complaint with the better business bureau with a statment that now said my dogs account had a balance of $451.78 and they took two payments off so now its still at $289.50 when on the 18th of september it was at $0 and then I took my dog in for a routine vaccine and some allergy medicine, which I paid in full after the appointment was over and now I am being charged $289.50 for her plan renewal? The full cost of the medicine that I have discounted because we have an insurance/wellness plan to help with the cost? Why in the world am I paying $25 a month, per dog ($80 total, monthly) for insurance/wellness plan while paying for their medications each visit and still being charged on the back end for charges that I was never aware of? This company is a scam! All they care about is money, they charge you on the back end and you would never know unless you tried to cancel your pets plan. I am furious to say the least. I have already canceled one of my dogs with them because his account was at $0 thank god. I have two more payments left on my other dog because he has to finish the 12 months but I am not giving up this fight with this company for them trying to screw my family over and get more money from us! We have been nothing but loyal since 2016 and I will let everyone know how badly you treat people that try to bring their animals here!

Elaine jacobson