A Banfield Vet story.

[Sue, Murphy and Bella ()*o*()]

I am embarassed to say I have the Wellness Plan at Banfield, long story having to do with ear infections and it has probably really saved me about $1500.00 in the last year with all the visits for chronic problems, but it is a chain and some people have had good and some bad experiences with them. Mine were ok, nothing terribly wrong or wonderfully exemplary either. They believe in Science Diet, see no way I could possibly be giving my dogs sufficient nutrients with homecooking or people food in general, talk down to me about how I take care of Murphy's ears as in "Well you really need to keep them clean". As though I don't spend a good part of my life attending to those cute floppy ears.

We have agreed to disagree and just give me the antibiotics and steroids he needs to recover and I can leave, Ofcourse they want to see him for follow up, again and again!

So he has had no ear infection that has needed antibiotics or steroids for about 6 months. A record for him!

He needed a yearly Lepto vaccine this week and so we went to get that done and another new Vet saw us. She reviewed his chart, asked about his ears, and then hands me a pamphlet on Hyperthyroidism. A sign of this is chronic ear infections. However, other signs were lethargy, diarrhea, constipation, temperment changes, appetite changes among many many other symptoms. She said it would just take a simple blood test and only 2 pills a day!!!! Oh Boy....and how much would all that cost doc?

I told her that he has none of the other symptoms and he has ear infections because he swims and has floppy ears! Why would I get a blood test for hyperthyroidism? She said the fact that a dog that would be as anxious as he is when she came in ( He was sitting on the bench next to me and put his face to the corner wall to avoid her) would have a high heart rate from anxiety and his was low. I told her Murphy associates this office with painful proceedures and he was avoiding not anxious, so I wouldn't expect his heart rate to be elevated.

She asked to look into his ears and I told her they are fine and that he just doesn't handle ear exams well anymore because he has had some really bad experiences here and just fights when anyone else puts things in his ear or comes near him with the otoscope. She tried with the tech to see in an ear and after several attempts and a hysterical dog, then said, "Well, we'll just bring him to the back and check his ears". What part of "Bad Experiences" with ear exams did she not get? I said NO, we won't need to bring him back unless I go with him as it has taken 3 people to try to hold him down and after all that fighting they still haven't seen what they need to, so why put him through that.

Anyway, I am sure she and the vet tech just feel like I am being unreasonable and am that crazy dog lady! I just had to vent! Maybe I should write something on "What to say when the Vet wants to sell you unnecessary blood work and do unnecessary stressful exams" like the article on "What to say to your vet when they want to sell you RX foods".

Thanks for letting me get that off my chest!

[Sue, Murphy and Bella ()*o*()]

Banfield, I will call, this is not where I would like to address my contract issues, however, I understand the contract. Thank you.

[Banfield The Pet Hospital]

@ Sue, Murphy and Bella

Since we're not familiar with your specific situation, our apologies if this doesn't answer your concern:

If you do want to cancel your contract, you actually have the option to do so if the cost of the services provided is less than the cost of the plan. In other words, you are just responsible for whichever is cheaper: the services your pet received or the rest of the year's contract. We don't agree with making clients pay for what they don't receive. We make sure to say this because some people confuse Wellness Plans with "insurance" and believe that they are paying for "coverage" whether their pets receive care or not. This is not the case - monthly payments are just how the Wellness plans are spread out.

 

It sounds like you've already had this discussion with a representative, but though we'd clarify just in case. Our concern is still with the fact that you, and several of your friends, feel uncomfortable at your local Banfield. If you do have location-specific complaints that you'd like to address, we can pass them along from this forum, or our client services team will take your feedback as well (877-500-2288). We'd just ask that vet's names aren't mentioned in public, especially for negative comments, to protect their privacy and safety. Otherwise, don't hesitate to share!

[Sue, Murphy and Bella ()*o*()]

True F. I don't mind at all and I do think the post was very appropriate from Banfield.

[Sue, Murphy and Bella ()*o*()]

Who knew we were being "watched". Personally, I'd call if I felt it would do any good and they would let me cancel my contract, but I have discussed this with their representative before and there were penalties to do so.

[F, Calla & Luca]

I for one don't feel violated. If you post on line you should be aware that anyone can read a post. We all must feel free to express opinions but our facts should be just that and then we have no need to worry who reads our posts. If something is private or you don't want just anyone to be able to read it, you should not post in an open forum!

[Banfield The Pet Hospital]

We absolutely do appreciate this feedback! In all honesty, we've heard some of this feedback before and we just need to identify which locations we can work with to improve client satisfaction, or even our approach. To acknowledge the specific feedback on this post and forum, it sounds like we need to make our services feel like more of a "team" approach. We of course want to make sure to communicate "worst case scenarios," and therefore certain exams. However, each pet owner at pet has a different comfort level, budget, etc. We are very confident in the services we offer, but you and your doodles should feel comfortable at our hospitals, too!

 

Well, we're starting to sound too much like an advertisement :). We want to respect the guidelines on doodlekisses, which explicitly say that advertising is not allowed. We hope we're not crossing this line, but we don't want to get too close. This blog just popped up when we were checking the internet for feedback, and we're glad we found it! In the meantime, we'd be happy to take any specific feedback; and also feel free to call 877-500-2288 to share any experiences with our client advocacy team!

[Joanne ~ Spud*]

But... I sincerely hope you read what was above, take it into account also.   After all, this was how your PR found us. 

[Joanne ~ Spud*]

Wow, how cool. Banfield, I'm glad you care and you want to hear our feedback.  I think that is commendable and good business practice.   If you care enough to know what the real public is thinking, sign on here, and then ask for help and feedback, well then I'll give you thumbs up!

[Lisa, Daisy & Dexter]

I agree with you Ricki - pretty darn sneaky.

 

Joanne, I think the reason that they are always so busy is because they are always there for their clients, they don't turn anyone away. I appreciate that because I want to be able to count on a vet's office that cares. They are Stow Kent Animal HOSPITAL after all...they were there for us so many times and when our pup was in his last phase of life they were kind and caring when it mattered most.

[Ricki and Tara (doodle)]

WTD!!!!!!! I feel violated!!!