Banfield Pet Hospital

I sent the below email on January 17th to the Banfield cares email address i was given. It's a month later and I still haven't received a call or email about my issue. Worst customer service ever! Paid for a plan for an entire and didn't get tonutlize the benefits. I am emailing you in hopes of getting a resolution with an issue I am currently having. In 2024 we had 2 of our pets on the wellness plan. In December we had an appointment for teeth cleanings and vaccinations, however when we arrived we were told only 1 of our pets was listed as having an appointment. We never make appointments for just 1 animal unless there is absolutely no possibility of them being seen on the same day. I received a confirmation text for the appointment as I did for the first cleaning, so I'm not sure what transpired on the hospital's end to where only 1 dog was put into the system. Due to this inconvenience I requested that the appointment be canceled and rescheduled. I asked about the cancellation of the plan as it wasn't beneficial and the only advantage was teeth cleanings. The manager on duty told me that he would have to contact me on my behalf to cancel and that he didn't have contact information to give me. Weeks later I found the customer service number and canceled myself. I called our local hospital to ensure that the cleanings would still be honored under the 2024 plan and was told that they would. Fast forward to today, a day before the appointment, and I am being told that the services don't roll over if not used and that my pets would need to be enrolled in a new plan for 2025 in order to be covered. I am not understanding how I paid for a wellness plan for an entire year but my pets are not covered for their 2024 cleanings that they didn't receive. I only rescheduled due to the hospital's mix up. This is truly frustrating and seems to be a bit of a rip off. Now, I have to possibly pay out of pocket for cleanings and vaccinations that I have already bad for, ridiculous. I asked to speak with the manager today but he wasn't on site. I honestly just want my funds returned. It should have been explained that benefits don't rollover, which still doesn't make sense but at least we would have been aware. I am truly disappointed and annoyed. Hundreds of dollars wasted. Please let me know if there is anything that can be done.

I had an amazing experience at Banfield Pet Hospital on Winchester! The service was awesome, and my pet Loki absolutely loves it there. The staff was kind, professional, and made sure Loki felt comfortable throughout the visit. It’s clear they genuinely care about pets and their well-being. Highly recommend this location for anyone looking for quality care for their furry friends!

Staff there are great. Zenobia remembers my two babies from puppies. She recognizes them and me when I bring them for their appointments. The oldest is now 13 years old and the youngest is now 8 years old. I met Ashley for the first time on Wednesday the 11th. She’s friendly and very helpful. Thank you ladies.

This location was fantastic! The front desk staff was kind and the doc was so attentive of my little guy’s needs. If I were a local I would frequent this location.

Dear Bainfield Pet Hospital of 7705 Winchester Road Memphis TN, 38125 invoice #207854 I hope this message finds you well. I am writing to express my profound disappointment with the services provided regarding the cremation of my beloved dog's remains. My dog, whom I rescued at a young age, has been a cherished member of my family for 17 years. His time with me went by far too quickly, and he meant more to me than words can express. He was not just a pet; he was a loyal companion and a source of immense comfort and joy throughout those years. Given the significance of my dog's presence in my life, I expected that the process and handling of his remains would be treated with the utmost care and respect. Unfortunately, my experience with Bainfield Pet Hospital has left me deeply disappointed. When I entrusted my dog's remains to your facility, I was provided with a timeframe for the cremation process. However, to my dismay, no one from your team notified me that my dog's ashes were ready. It came as a shock to discover that his ashes had been in your possession for an entire month without any communication from your end. I was advised that the cremation process is done through an outside third party; Pet Angels. I delivered my deceased dog on 7/1/23 and then was advised that the process usually takes about two weeks. Unfortunately I never received a call in weeks so I took it upon myself to call the facility on 8/29/23. Therefore the clerk them advised that my dog ashes have been returned back to Banfield. I couldn’t bare to drive to the facility that day so therefore I arrived on 8/30/23 to in attempt to retrieve his ashes. Upon receiving the ashes from the clerk, I asked out of curiosity. How long have my dog ashes been at this location? The unknown clerk stated that per documentation, my dog remains were delivered sometime mid July, since Pet Angels deliver every Tuesday. Out of disbelief of the situation, therefore I asked to speak with a manager, per the vet management was not on scene. However the vet promised that she would reach out to management personally since they have a great work relationship. Days to weeks went bye and I still have not received an apology, phone call, email, not even the courtesy of a possible refund if I accepted the gesture from any team of management or Banfield staff. This lack of communication and delay in returning my dog's ashes is highly unacceptable and insensitive. During such a challenging time, I expected a level of empathy and professionalism from your facility that, unfortunately, was lacking in this situation. My dog deserved better, and I believe that his remains should have been handled with the care and respect that he deserved, especially considering the love and care I provided him throughout his life. I hope that you can understand the depth of my disappointment and consider how this experience has added unnecessary pain to the already difficult process of saying goodbye to my cherished companion. I kindly request that you review your processes and improve your communication with grieving pet owners in the future to prevent others from experiencing the same disappointment I have endured. Sincerely, C. Taylor

My dog had a bite wound, so I brought her in about 24 hours after it happened. They flushed it and sent me home with some antibiotics. I questioned the antibiotic because it was expensive and mostly meant for superficial wounds. She reluctantly called in a cephlosporin, which was broader but the 4 other vets I have seen since we left there (new general vet, emergency vet and 2 fill ins) said they would have used Augmenten. On the paperwork it was listed as a “Level 1 bite wound”. They never recommend blood work or a culture, which cost us valuable time. My dog had a bite wound and they were more interested in selling me a dental, X-rays and an ear culture and then they were upset that I didn’t want to discuss anything but the bite wound. Which they made very clear in their notes. The fact that they didn’t have to tact to know that when an owner presents with a wounded dog, they probably don’t want to talk about a dental. The notes they wrote in the record were unprofessional and mostly conjecture not related to care. 1. They advised they talked to me about all these different treatment options. The estimate of care they send me does not reflect any of that. Also, I question, if it was simply a “level one bit wound” in their opinion, why they would have recommended all this other treatment. 2. They were very insistent on $200+ in X-rays. My dog was weight bearing and had a specific event (the dog bite). We knew it wasn’t broken and it wasn’t. They were genuinely oddly angry that I wouldn’t buy this service. 3. The notes were very clear that i didn’t want to spend more money. First, asking how much things cost and being a decision maker in the treatment should NEVER be a problem. Second, how dare they ridicule me for my financial decisions. Third, my financial decisions were partly based on the fact that I knew i was going to call another vet the minute i left. (Which i did and i have the texts to prove it.) 4. They were more concerned with selling me a dental, X-rays and ear culture than helping with the problem they presented for. (Fun fact, there was a class action about 10 years ago on this very matter) Additionally- They wanted to put a staple in, which I declined, because I didn’t feel confident in the medical advice. It turns out, a staple would have probably cost my dog her life. Upon leaving we contacted a different vet where we took appropriate medical care. Since then she has been at the general vet almost daily and spent 2 days at the emergency vet. Since then, i realized that they put in the medical notes that my dog was in a “fight”. This is important because we have an insurance claim with the other dog’s owner. My dog was never in a “fight” and that was never told to them. They refuse to change it because, and I quote, “if a dog is bit by another dog, it’s a fight.” I tried to explain that if my dog was just sitting there, and another dog, unprovoked bit her that’s not a “fight”. They insisted that those facts make it a fight. It is as ridiculous as it sounds. I have the call recorded, which I’m happy to post if they deny it on here. You can hear on the audio how they treat customers when they think no one is watching. The practice manager demanded i sent him the dog’s medical bills to review. It felt like he was unprofessionally challenging that my medical bills were that high. I didn’t feel the need to comply, but I did send a photo to show the seriousness of the matter. I had to blur it out but attaching below. Finally- I contacted Banfield Cares on March 13 and again on the 25/26 and though they have been incredibly nice and tried to be helpful, no one from the store leadership has responded. I do NOT blame Banfield Cares, but the store leadership. Learn from me. DO NOT GO HERE. Edited and updated.

Avoid This Place – Fraudulent Practices! My brother closed his care plan in May of last year, and the notes confirming this are on his account. However, Banfield allowed someone to reopen it in November. This means both the person who initiated it and the Banfield representative who approved it engaged in fraudulent activity. He only found out when they sent a notice saying he owed a balance, and now they’re threatening to report it to his credit for their mistake. Corporate has been completely unhelpful in resolving the issue. This is fraud, plain and simple. I would strongly advise against trusting this company with your personal information. I have contacted news stations in hopes of bringing awareness to their unethical practices.