Two years ago a friend suggested i take my cat to Banfield Wellness because they have insurance plans that are reasonable. We bought and have been paying for insurance on Hurley, my cat, for two years.in the plan it states (and on the website it reiterates this) that with insurance you receive clinic visits at no cost at time of visit (it is covered in the plan), vaccinations, and reasonable medication prices if you so need them for your pet.
We are a military family being shipped over-seas and want to take our babies with us (we also have a small dog whom we adopted from the humane society). Earlier this week I called to make an appointment for my babies and was told to come in Tuesday at 2 P.M., well i had to reschedule, so i called and rescheduled for today. On the phone the vet tech informed me that because hurley had insurance the vet visit would be no cost to me, and as long as i brought my dog's records in and they were up to date there would be no charge for her visit either. I informed them that i needed the international vet certificate and was told that would be no problem.in fact, they said, I didn't actually need an appointment, but i made one anyway.
We get there and go to check in, first thing they had no record of an appointment and looked at me as though i was stupid. They told me "we don't take appointments after two." I informed them they told me both times on the phone to come in after 2 P.M. They weigh both pets and take my dog's records and begin to ask me questions. During the questioning period I became very confused because they were asking if i had the international certificate, i had the health certificate i paid for for the vet to sign, and the flight certificate for the vet to sign, but apparently didn't have the international certificate. Again, looked at me like I was stupid. They informed me that to fill the paperwork out took a lot of time and said they had to ask the vet if she would even see Hurley. Hurley also needs his vaccines up to date, but they didn't seem to have any of his information in the computer because they asked me if he was up to date. I said no, he needs his rabbies vaccine and a microchip. Looks of stupidity my direction.
I informed the vet tech that i was told over the phone to come in after 2 P.M. And that over the phone i did explain everything that i needed, the response was "well you were misinformed." Another girl says the vet won't see my babies because they don't do those things during wellness and i needed to schedule an appointment. Well, that is what i did! I called and set up an appointment and was told to come in at 2! Then the other girl says "hold on" as if I was being a burden to them, she goes to the back, comes back and says "you are going to have to pay the 36 dollar fee if you want them seen." I informed her I had insurance on hurley and was not supposed to be charged for the vet visit, and was in fact told over the phone there would be no charge. I was told I needed to make an appointment that the vet won't do the paperwork during wellness hours. They wouldn't even give hurley his vaccinations! Something i pay almost 20 dollars a month to be able to go in and get done.
At that point I was very confused, why would i have to pay for something that's already paid for? She said "you're going to have to make an appointment for another day." well, there is only one banfield in this region where i live and it's not close to home. I was upset but trying to keep my cool, i said again, "you guys told me over the phone both times i called that this was an appointment" and was basically given the cold shoulder. The actual vet wouldn't even come talk to us!
I firmly believe that they were trying to take advantage of the fact that i NEED this paper work and figured i would pay regardless. Well, they were wrong. Yes i need this paper work and vaccines and such, but i am not going to pay for something i already pay for, not to mention, the microchip and apparently the vaccinations. I left very upset because now i have no where to take my pets for a reasonable price to get this paper work i need done. I had to sit in my car for a few minutes and cry because i was so upset i was shaking.
My advice for anyone considering Banfield Wellness plans, or taking your pet to a petsmart vet to think again! It is a scam to get your money that they have been getting away with now for two years. It clearly states in the insurance plan that with the optimum plan (which is what we pay for) vet visits, vaccinations, medication, and even microchip are of little to no fee, with the vet visit and vaccines being no cost other than what you pay per month.
Do not choose banfield as your vet!!!
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