Hi,
I just wanted to post a warning to those who might be considering using Banfield Hospital. I know these complaints are probably a dime a dozen, and any large business will have its share of them regardless of how good they are, but I thought it's worth sharing. Here goes.
Earlier this month, I had a really shady experience with a Banfield Hospital inside my local Petsmart. I've been on their Wellness Plan for about 7 months. I took my dog in for a routine physical, during which they seem to have a policy of not letting the owner be in the same room. I didn't push it (I should have), so I just hung out in the store while my dog was getting checked out.
When I came back to pick him up, they tried to charge me for a anal gland expression. Their policy is to ask before doing stuff that like in a routine exam, and they had my cell phone. I talked to the vet about it, and she admitted that they didn't actually perform the anal gland expression, that it was just a miscommunication between her and the desk staff. She told me she would have the charge refunded.
Weeks later, still no refund. I went to Banfield again and talked to the desk staff, she refunded the amount. But I was not feeling good about the whole experience. I called their 800 number to complain, and asked that someone call me back so I can talk to them about cancelling my 1-year wellness plan. The customer service person said she would have someone call me. Two weeks later still no call, I had to call back, and again they promise to have someone call me. Still nothing.
I tried talking to the manager of the particular Banfield, but she's only there sometimes, and have not called me back after I left my contact information with the desk staff.
Then I started searching online and found lots of complaints about Banfield. Their BBB (Better Business Bureau) page has tons of unanswered complaints.
That's been my experience anyways.
I just wanted to post a warning to those who might be considering using Banfield Hospital. I know these complaints are probably a dime a dozen, and any large business will have its share of them regardless of how good they are, but I thought it's worth sharing. Here goes.
Earlier this month, I had a really shady experience with a Banfield Hospital inside my local Petsmart. I've been on their Wellness Plan for about 7 months. I took my dog in for a routine physical, during which they seem to have a policy of not letting the owner be in the same room. I didn't push it (I should have), so I just hung out in the store while my dog was getting checked out.
When I came back to pick him up, they tried to charge me for a anal gland expression. Their policy is to ask before doing stuff that like in a routine exam, and they had my cell phone. I talked to the vet about it, and she admitted that they didn't actually perform the anal gland expression, that it was just a miscommunication between her and the desk staff. She told me she would have the charge refunded.
Weeks later, still no refund. I went to Banfield again and talked to the desk staff, she refunded the amount. But I was not feeling good about the whole experience. I called their 800 number to complain, and asked that someone call me back so I can talk to them about cancelling my 1-year wellness plan. The customer service person said she would have someone call me. Two weeks later still no call, I had to call back, and again they promise to have someone call me. Still nothing.
I tried talking to the manager of the particular Banfield, but she's only there sometimes, and have not called me back after I left my contact information with the desk staff.
Then I started searching online and found lots of complaints about Banfield. Their BBB (Better Business Bureau) page has tons of unanswered complaints.
That's been my experience anyways.
