Your a vet a dog shouldn't need experiments i paid you once my dog was not fixed I bring her back you want more money I already pay a monthly plan that covers nothing you say one thing and contradict yourself why should I pay you again when you did nothing that fixed the dog the first time if you dont fix the dog this time do you need more money to do nothing, I hope someone takes advantage of you over loving something
I've lost my confidence in this company.
I started my Banfield journey in Washington state, and what I thought was a one off difficulty with documentation and paperwork would lead to a regular annoyance. Vaccines from my prior vet were sent, but "tucked away" in a particular location on their system.
For almost a year, telling me my cat's vaccines were needed would be the first thing any employee would talk to me about, despite them being gathered on my first venture.
Follow this up with, I go in for a comprehensive exam, and regularly for 2 months I am emailed and called to have him come in for his comprehensive exam. And each time, vaccine paperwork? It was disheartening to explain, again and again.
I was already thinking of leaving when I went to use my next benefit. Now, during the comp exam we got numbers that indicated my cat had kidney disease. Food eliminated its presence. But I used a "feature" from the dental procedure (the blood test). When I scheduled the dental I told the person on the phone what had happened. They refuted my claim, and told me everything was covered under the plan. I asked again, and had them check, while also checking to make sure there were absolutely zero concerns about my baby boy coming in for teeth cleaning. Oh, and, of course, we talked about vaccines...
The person told me absolutely covered. Come in for the dental, many weeks later, each month being charged for the plan. Within moments of getting to the counter - can you guess what was asked about before I even got to the dental process? Yep. Vaccines. Fml. Then it was blood work is going to cost me. Yeah, I had known that, but told it was part of my plan... nope. Not anymore, they found it within moments as well.
Then, while I'm more anxious, and having to figure out if I want to spend an unexpected $200 before I can even talk about it or say yes, they say - oh, and your cat has a heart murmur that was reported so I would definitely do this additional blood work to make sure everything's okay, it can be dangerous otherwise.
Right, so now in a situation of - you all can't even figure out which notes are right at different occasions, no one thought to copy over these well hidden vaccine records to a more obvious space, but you are also now trying to upsell me with fear.
I asked to talk to someone about the charge. They refused to do anything for me, which is probably for the best. Had they offered me free bloodwork then or even a 50/50 deal I may have gone forward with it. But as I started to calm down I realized I should not entrust my cat to a company that can't even consistently voice or support the same thing with paperwork.
As I asked them, "Why should I trust you with my cat under anesthesia if you can't even keep your documentation straight?"
The only reason they get a two star rating is because the doctor called me up later. She was sincere, tried to get me the bloodwork comp'd, and earn my trust back. At this point I just want my plan refunded back to the point when I had my last comprehensive in November since I kept it going only not to be able to use it, due to Banfield's inability to provide good service.
I'll be copying this onto the two other Banfield's I've used to be fair to each. Anyhow. I'm sure there's good people operating these, and people you may trust. It's been a bad experience for me, with far more details and nuance than appropriate for the review.
