My son suggested the title for this post….On Thursday, I knew I would be writing a post about Banfield Pet Hospital that would discuss their poor customer service and the misleading tactics that they use for their so called Wellness Plan. Yesterday, when their corporate staff seemed willing to right the situation I imagined a different post. TODAY’s post that I am actually writing is about the completely unacceptable treatment of our cat, TJ.

A brief search of the Internet uncovered quite a few complaints about the Wellness Plan, bad service, misleading tactics and mistreatment of animals. This is what happened to us.

We purchased a Wellness Plan last year when we adopted TJ. Over the course of the year, the plan hardly seemed worth the price plus importantly the care at Banfield at Sunset Hills, Mo. was of questionable quality. I informed them on a visit there on 6/26 that I was not renewing the plan. I watched them enter that in the computer. Nonetheless, several weeks later they called and inquired about the renewal and I again told them, no thanks. They REALLY push those plans! If only they treated pets with the same passion that they used for selling products and plans.

A postcard arrived from them postmarked 7/22 informing me to bring TJ on 8/4 for a comprehensive exam, vaccinations, and 2 tests ALL of which the postcard told me were covered by the plan I had all ready paid for this year.  It couldn’t have been stated more clearly. So…I took sweet fat TJ in on 8/4. Heather, a Banfield employee immediately informed me that my plan with Banfield had actually expired on 8/4 and that my charges for these services would be $173.00. Huh? I come in for services that they have told me are covered by a plan I have all ready paid for on the day they set up for me to come in and they tell me I missed the expiration day??  Suffice it to say the conversation with Heather deteriorated from there! I left with TJ.

A message awaited me upon my arrival at home…yes of course they had my cell phone number. Heather informed me that maybe they could cover the worm test. I went to the web site and got the corporate phone number, called Sunset Hills back and said I was giving them one more chance before I called their corporate office. They gave me the phone number of their "customer advocacy" department. I called, stated my issues and faxed off a confirming note with the postcard attached.

Several hours later I received a phone call from Aaron who said this was his responsibility and at the end of our conversation agreed to honor the postcard and to set this up at another Ban field. I was not interested in returning to Sunset Hills. And that would have been the end….

This morning I took J into another Ban field location on Manchester Road and there the real problems began. First of all, they also tried to charge me for the services but that eventually got straightened out. I left J with an uneasy feeling. About 2 hours later they called and matter of factly  informed me that TJ was ready to be picked up and that I should be sure and bring his carrier because he had gotten so upset that he had defecated on himself and they would not be able to clean him up.

Upset at what? TJ has been to the vet many times and though he doesn’t like it, he has never gotten "upset"…I asked more questions. What do you mean you can’t clean him up? He is so upset they said that he is trying to bite us. OK, TJ has NEVER been upset, never bitten anyone. They tell me I should come immediately. As my kids would say, "DUH!" Needless to say, I was furious and worried. What had they done to TJ?

Well, we arrived at Banfield they took the carrier and returned with TJ inside. He smelled like you know what but this cat was not angry and not looking like he was going to bite. I can only hypothesize about what kind of treatment he got and can only pray that there will not be repercussions for our sweet cat.

As my son Sam said: Ban Banfield…or at least be warned! They cannot be trusted with your pet.

 

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