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Banfield, Poor Customer Service. Ann Marie at the Cary, NC office lacks basic customer service skills. I ended my monthly plan for both of my dogs due to the ongoing poor service!

Banfield, I was 20 minutes late for my dog’s appointment and the vet refused to see my dog. I was caught in traffic. I have been going to Banfield for at least 8 years. I live in FL. and we have tourists and lots of traffic. I will be canceling the health insurance for my dog.

Banfield, I signed up for a wellness plan 5 days ago. Dog passed away last night yet they say still have to pay the monthly $62.95 for 12 month or will settle today for $550.00. This is absurd!! How can a legitimate business take advantage of people this way? Have filed a complaint with the attorney general. and BBB.

Dear Friends, It goes against my grain to post and write reviews on places where 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 years 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 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 detected 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 months of flea and tick medication and her heartworm 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, and she would be right back. She brought 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 “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 WHAT’S ON HER FLOOR? NOT ONCE DID SHE ASK ME HOW HER BLADDER ISSUES THAT WE DISCUSSED IN DEPTH 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 doctors 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!

Writing to express my deep concern and frustration regarding the recent visit to Banfield due to unethical protocols, negligence, and lack of care from CORPORATE Banfield. Brought in an animal for routine dental cleaning and expected a safe procedure upon picking up my animal was alarmed to find him overdosed, unable to walk or get in and out of the car. If the staff had not been so lovely to help load him in I would not been able to put him in the car. Equally could not get him out of the car when I got home. I have been attempting to address this with upper management or corporate and have encountered a very frustrating runaround and lack of accountability and transparency in their response. This is an urgent matter and I want an investigation into who wrote these protocols and who is responsible for the well being of the pets entrusted to their care. Very sad story and clear that the company is UNETHICAL.