I have been a long time customer of Banfield, with both of my Labradors enrolled in Banfield's Wellness program. We have been members of the program for over seven years. We have accessed care across the Banfield network from San Diego, to Denver, to Lincoln, and back to Denver.in most cases we have been very pleased with the quality of care we have received.
However, this all changed in May. My puppy was diagnosed with knee problems and a procedure was recommended and conducted by a Banfield Doctor. During her recovery, the same doctor subsequently diagnosed, recommended and performed a second operation not more than a month later for a torn tendon, likely due to her knees not being stabilized.
We moved to Denver in June and our puppys care was entrusted to a vet at the Banfield Hospital in Littleton. To date, he has done a wonderful job and works with integrity and the highest professional conduct.in July, upon consulting with the former vet and surgeon who conducted the two operations and the owner at the Lincoln, California Banfield the current Banfield Doctor recommended we seek
An outside consult as the puppy was not progressing.in July a diagnosis was made by a specialist of Veterinary Surgical Services in Englewood, Colorado that our puppy had a bacterial infection in her knee that was not diagnosed by Banfield, and, more importantly, that she was in need of a Medial Patella Luxation Bilateral - the exact same procedure that was conducted at the Banfield Hospital in Lincoln, because it was not successful.
As we reached out to the Lincoln Banfield for an explanation and a possible solution, their behavior became boorish. They immediately stopped returning phone calls and they were curiously never available to discuss our puppys condition or how to remedy our unfortunate situation. Once this
Happened they went from partners in her treatment and care to antagonistic evasive
Unscrupulous providers. Their only action, once the second diagnosis was made, was to retain an attorney. They made this a legal matter, not me. All I wanted was a refund, or an explanation. All I got was a call from their attorney. The Client Advocate Team provides no assistance, and now will not even comment on our plight.
I ask in good faith to answer a question for me - how can the Lincoln Banfield honestly say they met the standard of care when I had to pay to have the exact same procedure redone four months later by a doctor recommended by a Banfield Veterinarian?
I recently took my car in for a repair to the air conditioner. They attempted to repair it, but within a week it was still not functioning. I called them back and they repaired it a second time for free. As a consumer, why would it be fair that I have now had to pay for the exact same surgery twice within four
Months of each other at an out of pocket cost of over $7,000?
I had high hopes that Banfield and the Banfield brand would do everything in their power to help a long time customer. At the very least, I would ask that no other loving pet owners be subject to the
Unethical, money first position being practiced at the Lincoln, California Banfield.
I would hope that as a token of good faith we be reimbursed for our costs associated with the first surgery and that we be allowed, without pain of penalty, the opportunity to opt out of both Wellness plans immediately.
Sadly, so far, I join a long list of customers who have been taken advantage of by a company in a position of trust doing nothing to help.
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