Amanda P Khi
map-marker Saint Louis, Missouri

Refused service in an emergency... again

My mothers 7lb dog is producing an alarming amount of blood from her rectum. At the rate she's bleeding, she will be dead in a day. When my mother contacted her vet, the Banfield team of Sunset Hills, she was told that they were unable to fit her in. It was recommended that she contact another vet. Because of the optimum wellness plan, my mother called another location, and was turned away once more. This time it was the Oakville location. She didn't bother trying again. She called a vet from the book and was told to come right in, that it sounded serious and the dog could die without immediate attention. So, a stranger cares more for the pet that has been seeing a Banfield vet for 7+ years. A year ago I was refused service for my cat at these same two locations. I discovered she had a urinary tract infection and called them. They were unable to see her for a couple of days. I said that this was an emergency and was told that "We're not really an emergency clinic." So I inquired about the sign in their lobby stating that "Sick and injured pets would be seen first for the safety of all". Same response, we're not an emergency clinic. I then inquired about the two times I'd received a call to cancel my pets appt because an emergency had come in that could take all day. They didn't have a decent answer and recommended I go to an emergency clinic. I said, "My baby is sick, I pay you on a monthly basis so that when this happens you will take care of her. Now you are refusing me service?" Note: one free urinary analysis comes with my plan annually. I basically refused to leave with my pet until she was treated and they finally agreed to check her in. At closing time I receive this call - We were unable to fit your pet in today. You may pick her up at closing (8pm) or pay to board your pet overnight. She can be seen in the morning. I had ten minutes to pick my pet up. I finally took her to an emergency clinic where I waited 3+ hours to be seen. Why do any of us pay for them to treat our pets, just to be denied service when it really counts?
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5 comments
Banfield P

We apologize that one of our hospitals has left you feeling this way. Thank you for providing this feedback and for bringing this to our attention.

We are currently unaware of this situation and would like the opportunity to speak with you directly to gather more information. Please give us a call at 877-500-2288.

Guest

YOU ARE A SICK *** AND YOU TAKE MONEY FROM PEOPLE AND SURE DO NOT RETURN IT LIKE YOU SHOULD....I WAITED 2 HOURS IN A ROOM AND I HAD AN APPOINTMENT....WELL????? I HAVE BEEN WAITING 3 WEEKS TO GET MY MONEY BACK...WHILE MY CAT IS GETTING WORSE....MAY YOU ALL GO TO *** WHERE YOU BELONG....I HOPE YOU GET PAID BACK IN BAD HELATH AND SUFFER LIKE YOU HAVE MADE SO MANY OTHERS DO SO...

Guest

Hate to tell you, but it's the responsible thing to refer you to emergency if they are booked up. I've seen clinics take in emergencies when they should have referred out because they wanted the money.

When this happens, everyone suffers: the emergency pet, pets already in the care of the hospital, and pets that were scheduled for later appointments. This is because they don't have available staff and resources to give your pet the attention it needs in an emergency. Think about it: if your pet required careful monitoring, would you want to leave it somewhere that is so busy they don't have any openings for 2 days? It's really common sense.

Emergency situation = emergency hospital.

I'm curious - what dog vaccines did they give to your cat?

Guest

Thank you so much for posting on behalf of Banfield. That is exactly the snarky attitude that has so many people hating/disliking them.

I have since contacted numerous clinics who have all stated that they wouldn't have turned away a dog bleeding in such a manner. They would have requested that the animal be brought to them immediately. What I gather from your comment is this "As to your question: why do you pay if you are denied service when it really counts?? Well you pay for a WELLNESS PLAN.

It's not an EMERGENCY INSURANCE PLAN." You're right, absolutely right. I will NO LONGER pay for a wellness plan when I can have pet insurance instead. I'm tired of my cat being given vaccines meant for dogs.

I'm just tired of Banfield, period. Goodbye.

Guest

Banfield is not an emergency clinic. If they say they can't fit you in, it's not because they're being rude or unaccommodating, it's because they have the best interest of YOUR pet and the pets of OTHERS at heart. Have you ever been to a people emergency room? It's a lot different from your primary care provider's office, isn't it? Would you expect your primary care provider to cancel all of his/her appointments because you have an emergency? No, your doctor would tell you to go to the ER. This is for 2 reasons. 1.) It's unfair to cancel other people's appointments to squeeze your emergency in, and 2.) they are not equipped properly to handle emergencies.

It's the same thing at the vet's office. If you call and they don't have any openings, why should everybody else be inconvenienced? Also, they are not set up for emergencies. Emergency hospitals are properly equipped with the right equipment and professionals specially trained in emergency treatment. So it's actually best for your pet to go to an emergency clinic if it is truly experiencing an emergency.

The reason why sometimes Banfield does get backed up due to emergencies is because people often burst through the door with an emergency and we have to see the pet once it is there, because to deny them treatment and waste time to have them drive to another clinic could cost the pet its life. We usually stabilize the pet, then send it to an emergency hospital for continued treatment. Another reason is because sometimes a pet who ALREADY has an appointment requires immediate attention, and more time than was previously anticipated.

I'm really tired of people complaining that they can't get an appointment right away. Guess what? I have to wait WEEKS to see my doctor. It's the same thing with animals. If it's an emergency - go to an emergency hospital. It's not rocket science, people. As to your question: why do you pay if you are denied service when it really counts?? Well you pay for a WELLNESS PLAN. It's not an EMERGENCY INSURANCE PLAN.

It's medicine people. Same as for people.

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Ashli Jux
map-marker Decatur, Illinois

Vet Mis- diagnosed on New Years Eve Big time

My dog Vegas , which he just turned 7 years old in December, he was a small male Maltese about 9 lbs. My husband and I vacation in Florida every year and not without out our dog Vegas. He has never been sick and all his shots were currant and up to date. The night before we took our pet into a Benfield Pet Hospital located at 10500 Ulmerton Road , Largo , Florida in a Pets Mart, he started to not eat his dog food and backed away from the bowl, this was very unusual for our dog, he loved to eat and loved to play. So the next day when we woke he was behaving different as if he were in pain of some sorts. Then out of no where he started this agonizing coughing and scream like noise. The only place that was open being New Years Eve was pets mart. We scooped up out little guy and took him in. Which that was 12-31-11 at 1:40 pm. The Vet seen us and we told him what had happened . During the visit, we had watched him check out our dog and during that time Vegas made the same cough and scream noise. At no time did the vet ever look down his throat, he said to us, to be back in 20 minutes we need to do x rays. As we told him ,when he asked how do we proceed, we stated we need to find what is wrong with our do g so do what you have to do. After we came back he said he has a mild collapsed trachea and prescribed Guaifenesin tabs and K-Pectin oral solution and sent us away. My husband and I got in our vehicle and our dog made that awful sound, this time puking up blood and phlegm . My husband took the towel into the Vet , showed him, he had said he will be fine, he may have broken a capillary to get him home to rest. We left , all that night and the next day we had stayed up with him him, the painful screams and cough were every 15 minutes and we did not want to leave him alone. On 01-01-2012 we placed an emergency call into this vet and told him what was going on and we asked is there anything else we can do to make our dogs breathing easier, he is in Pain. We had also told him that Vegas had puked again this time there was food and meds in the puke with blood and food was from 2 days ago. He told my husband to go and get neo synephrine and put a few sprays in his nose and that was it. My husband went to get it in 20 minutes he returned , sprayed him and then about 30 minutes later it all started up again, it was awful, my heart was breaking for my little buddy, throughout the night my husband kept vigil with Vegas so he would not be alone or as scared. Around 12:00 am that night I awoke, as I had been up for hours and I could not stay away an y longer, I went to my husband and Vegas which were right beside the bed, Vegas looked lifeless, he looked up at me I put him in my hands and held him and he violently puked with a fair amount of blood for the last time and passed away while I was holding onto him. In the middle of the night my brother came over, they made a little coffin for Vegas and buried him on his property. That day I looked at the papers they had given us from the Vets Office Banfield Pet Hospitals with the bill of $471.44. On it they stated, change in energy - no , vomiting- no, pain reported- no, trouble walking - no, trouble breathing- no, no change in appetite, no unfavorable behavior , condition of attitude excellent, was this my dog Vegas that he reported on or was I just seeing things pop out on this paper. No I did not, after looking at this it made me sick to my stomach. We went back and told the Vet Vegas has passed away and showed him again what he puked up. He said I am sorry and I have no answers"˜. We left empty again . This vet dropped the ball on the diagnosis. We were at his mercy ,our little guy needed help and we live out of state and we did what any dog loving owner would do and take him to the vet. From what we have checked out on the internet, our dog did not have a temp and he very well could have swallowed something and had intestinal blockage. Perfectly healthy dog and within 34 hours our dog is gone. We are not vets but to come to this conclusion is more likely than a mild collapsed trachea for the cause of death. We have since found out this vet had 2 ½ years experience, this apparently is not enough. It is very unfortunate for those on vacation with there pet that they are at the mercy of such inexperience. My gut instinct told me that he was wrong in the diagnosis, I only wish that it had not been New Years Day we could have tried to find another vet!!!!!!!
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4 comments
Guest

you can't "catch" a leaking/thickening valve without an ultrasound - something which most Banfields don't have. You should have gone to an ER immediately.

Banfield is not an emergency clinic, and if they didn't have any openings, they could not have accommodated you. You wouldn't go to your primary care doctor and demand to be seen immediately if you were having trouble breathing (or another emergency) would you? No. You go to emergency care.

Banfield IS NOT SET UP LIKE AN EMERGENCY CLINIC!!!

Not all vet clinics are the same. The staffing, diagnostic equipment, and treatment options are vastly different at an ER than at a general practice vet.

Guest

The same thing happened to my dog. We took him to Banfield and they wouldnt even see him, so they sent us home to make a appointment.

We went to three more Banfields and said the same thing.

We wanted till monday, and the vet rushed him to another emergency clinic not associated with Banfield, and they kept him alive for two more days. Banfield didn't catch a leaking heart valve or thickening of the valve.

Guest

Wow, I know exactly how these people feel, I got the pet wellness plan also. Something is wrong with this organization and I pray that they are exposed, for the things they are doing to people and their pets. All for the almighty $BUCK$ :sigh

Guest

Stevets36, first of all we want to say how sorry we are for the loss of Vegas. We apologize that your visit to one of our hospitals has left you feeling this way.

We strive to provide our clients and their pets with high quality medicine and exceptional client experiences on every visit.

We appreciate your feedback and would like the opportunity to speak with you directly. To address your specific concerns, and to help us improve our overall service, we would appreciate it if you would call us at 877-500-**** to discuss what happened.

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Bridgette H Uvi
map-marker Cicero, Illinois

Banfield almost killed my dog and charged me for it!

I took my 5 month old maltese in for a flea/tick/heartworm treatment ONLY. I also signed up for the Optimum Wellness plan and paid in full. (first mistake!) The membership fee was $40.95, the yearly plan was $431.40, First-Shield was $14.36, WormShield was $28.76, $3.56 tax; for a grand total of $519.03. All my pup's vaccines are up to date and she is not due again until August of this year, however, Banfield decided to give her Bordetella, DAPP and Leptospirosis which made her very ill. A severe allergic reaction to medication she didn't need took place. They gave her Benadryl and Prednisone to solve the problem. As a result I called to cancel the Wellness Plan on 05/07/12; I signed up for the Plan on 04/13/12. Banfield only refunded me $209.00, of the $519.03, charging me for the vaccines that were not asked for and that almost killed my dog!
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1 comment
Banfield P

After reading your feedback, we would like to speak with you directly to get more information. We apologize that your visit to our hospital has left you feeling this way.

Based on this information we are unable to identify your account and we want to make sure we address your concerns. We would appreciate it if you would call our Wellness Plan Team at 888-649-2716, thank you.

Maureen G Nmq
map-marker Gilbert, Arizona

Frist Shield Trio Side Effects

After using Banfields First Shiels Trio the first month neither of my dogs showed any adverse reactions. But, the second month my 9 lb shih tzu began acting crazy.

The side effects didnt start until the day after is medication was applied, she was unble to stay still and would *** and jump while tossing her head. We were up all nigt with her !The skin where the First Shiels was applied was bright red and irratated. I gave her a bath in Dawn dishwashing soap as advised by the vet at Banfield, as it cuts through the oily base of the medication.I was advised not to give Benedryl, in hind sight I wish we had given her Benedryl. With still no relief, we applied Aquaphor Adanced Therapy healing ointment to the ares the inflamed, and saw an immediate relief.

We comtinued to aply avery few four hours or s for the remainder of the day. Happy to say she is fine. Just wanted you to find the solution faster than we did.

Hope this helps. Mo

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2 comments
Guest

I have to say that my two Chihuahuas are experiencing strange side effects from this medication as well. The male is walking strangly and constantly motioning toward his tail and rear where he cannot reach (as applicated per instructions).

It's almost like he's lost some sensitivity to his left leg, I'm hoping its not a nerve damage type thing but who knows with a topical application. Also, his sister seemed to be doing something similar without the strange numb-leg walking.

She does motion toward the application near her hind end as well though. I took the male back to Banfield and had his glands expressed but that did not remedy this...If his symptoms keep up I'm going to aggressively persue having Banfield do a full work up on him with xrays and all on their bill.

Banfield P

We're sorry to hear that your pet had an adverse reaction to the product. Banfield chose to recommend the FirstShieldâ„¢ line of products as our preferred preventive because of qualities such as a faster ability to kill fleas without needing them to *** the pet.

It also protects against a broader spectrum of parasites. There are several different types of flea preventives available on the market, and each one works in a slightly different manner.

As with many products applied to a pet’s skin, there is the potential for your dog to experience irritation during or after the application, although this and other reactions are not very common. We urge all client who feel that their pet is experiencing irritation or a reaction a product to contact their doctor as soon as possible.

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Shawntayyancey Y
map-marker Stone Mountain, Georgia

Suing Banfield Pet Hospital

This is the worst possible place you can take your pet. I took my 3 year old boxer there because he had been throwing up for two days.

I was literally the only person in the office and managed to still be there for two hours. When they finally checked me in, they did a $140 blood test and came back in and told me that he had Pancreatitis. The put him on one day of treatment wrote a prescription and told me to go home. The total was $600.

The next day I was told to bring him back in for IV fluid treatments at nine in the morning so I did. Well at about three oclock they called and asked if I wanted medicine in the IV. I was told the previous day that this was included in the $600 payment, well not quiet. She said for another $300...I mean if you have it!!

What does that mean? I said I can't afford that and she replied, Well we'll take him off of the IV's now so you can come and get him. My sister picked him up and they tried to charge me another $89 for him being there for the day. I said NO.

They gave Casper a prescription and we left and filled it. Well this was on Christmas eve. Over the next couple of days I noticed that Casper was getting worse so I took him to another vet. The other vet diagnosed him with Parvo, kept him for three days on IV fluids consistently and he improved by 1000x.

He told me that Banfield should have done a Parvo test because its simply a rectal swab.

Casper was down to his last breath before I took him to the new vet and I had to end up paying him $875. Thank god he didn't make me pay him all up front, he was kind enough to work with me because he knew Banfield had just screwed my *** so now he's going to write everything he needs to for my lawsuit so this doesn't happen to anybody else again!!!

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11 comments
Guest

Banfield failed to great my dog and it had nothing to do with affording the treatment. The Vet failed to provide appropriate treatment not just once but several times and no one at that place did nothing.

The Vet should be held responsible for the death of my dog. I will never go back to that place.

Guest

Yes...it is a contract. You SIGNED a contract when you signed up, what would make you think that signing a contract means that you are not bound by that contract? The terms are laid out in it, so it's your fault for not reading

Guest

so my complaint is not the same as this one but i will see what happens. Now i signed up for the plan at banfield and went to 2 appointments for my pup.

Because of other issues at home I had to give him up. Now since I gave my pup to a better home in November, I called and cancelled the plan. Once in November, the next time in December. I was told twice that it was cancelled and done.

Well I guess i was wrong because they have been taken the auto payments right out of my account since i cancelled the plan. I had my wife call today because i wanted to know why. Now the young fellow told her that i can not get my money back that they have been taken over the last few months and i had well over $500 worth of shots. Well to my understanding from the lady at the actual store is that it was not a contract type of situation.

So in my mind that means i can cancel at any time and that is that. Now instead of doing what i thought was common sense and just refunding me my money, they give me the option of closing out the accout with a 0 balance. If it is not a contract and there are no cancellation fees or anything of the sort and that the few dollars i was paying was for discounts on the shots, treatments etc, then why am i not able to get the actual money that they have been drafting from my account?

This is my only concern.I mean it really does not make any kind of regular common sense to cancel something, but you continue to draft my money even though you tell me that it is cancelled and you give me no further information like "sir, we are still going to take your money just because we can". I mean tell me something here.

Guest
reply icon Replying to comment of Guest-612528

now what?now you go to your bank or credit & cancel/change the account # or put a stop on them. obviously the person who wrote the response above you works for them.file a claim in the small claims court.

keep all your paperwork.

you can ask for your money back that they took,the fee for filing(approx $30)& whatever money/time/inconvenience for having to go thru all this. maybe once they start being made to pay for their mistakes they will stop.

Guest

Come one now this is crazy. I will say No there is no case here(Pre-law during the day, BF at night) but i dont think its ALL about that, i think she feels like that doctor was milking her.

and if it were you you would be upset to. Bashing her as Pet O is very rude and hurtful. You are not helping the case, if nothing your making it worse. Shawntayyancey

was just upset that her dog wasn't treated properly.

I work for a charter clinic and there fore our rules are a little different but at the end of the day the goal is the same and thats is to make sure every pet, and their O leaves happy and healthy. So keep it above the belt and if you feel she isn't educated enough on this then maybe you could refer her to sites that could help her vs calling her irresponsible. And i am not taking up for BF because i work there i am speaking from one pet O to another. A simple "Snap" and fecal test could have at least narrowed it down to see what was going on, and then e-rays and so on.

All i can say if is the DR's at my clinic always start from the bottom and work there way up as to avoid causing the O to have to pay out the *** Its all said and done and her pet is well and thats were we in the pet medical field stop and say now next time do this or that to prevent...... So again not all BF's are bad but your case even being considered by an attorney is a pipe dream.

just live and let live. and i do know that's easier said then done.

Guest

Im sorry to hear that, and please believe me when i say not all bandfields are like that by NO means would we EVER stop treatment on a pet once they are in our clinic. We treat the pets that come in as our own.

because the pet is so afraid and sick that we try everything to make them comfortable. that docs first mistake is not checking for parvo or some thing of the sort. besides parvo has a VERY distinctive smell. and if you deal with it enough you can tell just by the fecal smell.

Please dont let that one clinic make you think bad of all clinics. I am happy your dog is better.

beside those prices are outrageous. you could have had you dog neutered,got a pair of prosthetic ***, a full teeth cleaning and meds for that price at our clinic.

Guest

Shawntayyancey, we apologize that your visit was unsatisfactory. We understand that the hospital has been in contact with you in regard to your concerns. If you have additional concerns, please contact our Client Advocate Team again at 877.500.2288.

Guest
reply icon Replying to comment of Guest-405853

Yeah, your hospital mistreated my kitten and she died in my arms and I had no clue what was wrong. I did EVERYTHING your *** doctors told me to.

I guess you will tell me to contact your complaint center to? Which I did and you just made the doctor from the hospital call me.

This company is terrible and I don't know how you get your funds to keep standing but you all can *** off. My kitten is receiving an autopsy and you will be hearing from MY lawyer soon.

Guest

Yeah I'm nosey for looking at a PUBLIC review online, lol. Like I said, I left Banfield for a better job.

But I do know my medicine, and I do know that you have no case. There are 1 of 2 circumstances where your dog could have tested positive for parvo a) if you were irresponsible and didn't vaccinate as you should have or b) got him vaccinated 5-17 days before, thus testing a false positive. Also, adult dogs who do contract parvo are very unlikely to get sick like puppies. This is because their immune systems are stronger and because they do not have as many rapidly dividing cells in the intestinal lining as puppies do (the virus likes to attack dividing cells).

Adult dogs only get really sick from Parvo if they already have an underlying condition affecting their health (perhaps pancreatitis??). By starting him on fluids, Banfield did exactly what would have been done in a pancreatitis or parvo case. The only exception is that parvo cases usually need to be on fluids longer. But occasionally pancreatitis needs fluids for several days if the patient isn't improving, that's why DAILY followups are necessary in these cases.

So like I said, you have no case because 1) parvo is an unlikely illness in an adult dog, 2) the hallmark sign of bloody diarrhea was absent, 3) treatment for pancreatitis and parvo are very similar.

I'm sorry you are upset, but you have no case.

Guest

Thanks not for your advice nosey *** person, you dont know what I did. This might be the *** lady that treated HIM!!!

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intothewild Y
map-marker San Diego, California

Banfield, wellness plans, 1800petmeds: myths and truths

After reviewing many reviews on this website, I'd like to take the time to honestly address some of the more common issues.

1. Banfield prescription prices

A lot of people complain that Banfield "rips off" the consumer in that they overcharge for prescriptions. The truth is, MOST of the medications are priced competitively when compared to other veterinary clinics. Having worked in numerous hospitals, I can only think of a few items Banfield carries that are priced more than competitors. Yes, the truth is you can get medications cheaper from 1-800-petmeds. This does NOT mean that Banfield is trying to rip you off. A large online pharmacy is simply able to keep a larger stock and prescribe a greater quantity of medications. They purchase in bulk (reducing their cost) and sell mass quantities every day. Therefore, they can offer them at a lower price. At any veterinary HOSPITAL, they only order what they can sell in a timely manner, so that medications do not expire and are wasted. In addition, they have limited space to store medications, they can't just stockpile them. For this reason, everything is shipped in small quantities. Shipping is expensive. Also, a veterinary assistant/technician will make up your meds, not some minimum wage warehouse worker. This also adds to inflated costs. Lastly, your meds are ready right away, so you also have the added benefit of convenience. Unfortunately, veterinary hospitals just cannot compete with the prices of online pharmacies due to all their added expenses (better paid workers, shipping costs, increasing purchasing costs). This is the reality of things. They don't jack up the prices just to rip off the consumer.

2. Banfield Wellness Plans

Banfield Wellness Plans are intended for PREVENTIVE care. They are NOT insurance. Are employees encouraged to sign up new clients? Of course. Does it turn a profit for the company. Yes. However, the plans are designed to keep your pets in good health and to detect problems early on with routine bloodwork, fecal testing, dental cleanings, etc. They weren't designed to scam the consumer. One thing I would like to make clear is that veterinary assistants do NOT get commission or bonuses for signing up pets.

Also, should you chose to cancel your plan or your pet passes away, you are only responsible for what services were completed on your pet. Since services are bundled and offered at a deep discount, you can't use up all the services then decide to cancel and not pay anymore. This is what happens if you need to cancel your plan: the retail amount of the services your pet used during the time on the plan will be calculated. This will be compared to what you already paid in monthly payments. You then either have the option of paying Banfield the balance of what you would have paid for the services had they been rendered at retail value OR just paying the remainder of the plan, WHICHEVER IS CHEAPER FOR YOU. I'd say that's a pretty nice policy - to make you pay the LESSER. I'll come up with an example to illustrate this point (this is very specific, but I've seen people try to pull this): Say you sign up on the Basic Plus plan (the one that includes a dental cleaning) and get a comprehensive exam done the first day and all of your pet's vaccines. Because your pet has really bad teeth, the doctor recommends you return in 1 week to have the dental cleaning performed. So you've only paid the sign-up fee (69.95) and first month's payment (39.95) for a total of $110. You then decide to cancel your plan immediately following the dental. So you've received a comprehensive exam and vaccines (let's say a $120 value) and a dental cleaning ($259 retail). So you've used about $380 in services, but have only paid $110 thus far. You then try to cancel your plan. Basically the plan splits the cost of these services over a 12 month period, so you can't just pay the first month then cancel. You would be responsible for paying what you would have if your pet was not on the plan ($380 minus what you paid for the first month) OR just paying the remainder of the plan off (39.95 x 11 months) OR just keeping your pet on the plan for the remainder of the contract (39.95 for 11 more months) - WHATEVER IS CHEAPER FOR YOU, THE CONSUMER.

3. Banfield is only interested in money, they don't care about your pets.

Bottom line: Banfield has 2 goals: to provide quality medical care and to make money. It's a business. We are not a not-for-profit company. That being said, we are not in the business of ripping people off. Do you think all of us look at you as walking dollar signs? The vets at Banfield are vets because they care about pets, not because they are trying to get rich. You can't get rich working at a Banfield. Truth. The vet techs aren't paid very much either. No, vet techs don't make commission. However, the vets are paid on "production" - meaning that their salary depends on how much they bring in. This is a fair practice, despite what a lot of people may think. Just think about it - if a vet owned his own practice, his income would depend on his "production" as well. The vets I work for are honest. Yes, they recommend pricey diagnostics, but it is in the best interest of your pet.

A lot of people blame the vets for being unethical for recommending expensive treatment. Sorry, but treatment is expensive. Medical equipment is very expensive, as is insurance and the money required to pay the rest of the staff. Most vets have hundreds of thousands of dollars of debt after vet school as well. You are paying for their expertise. They went to school for 4 years to acquire all the knowledge required to treat a pet.

Lastly, I've seen some people complain about Banfield not providing pro-bono care. Simply False. Banfield has a charitable trust that they use in situations in which a person cannot pay for services. This is not an unlimited fund, however. Sadly, the number of people who can't afford treatment far exceeds what Banfield is able to provide pro-bono.

Anyway. I hope that helps everyone. I'd like to end by saying that the techs and vets working within the hospitals truly do care. We are there to provide quality care for your pet. Yes, there is a corporation behind us interested in turning a profit, but that does not affect our dedication and love for animals. I understand that I cannot speak for everyone, and I'm sure there are hospitals which need improvement, but for the most part I believe Banfield hires quality staff to work in their hospitals.

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2 comments
Guest

well i see we have somewhat a different view on banfield wellness plan--first i will say there is one vet there that does seem to care about the pets--the others just push you through as fast as then can--they tell you when you sign how great it is--well i've used mine a few times and they always spend more time trying to upsale my plan than looking at my pet--and seems like they always tell me i need something else extra but i do get my 10% discount because i'm a member--lol--thats a joke--my plan will expire in a few months and i will not renew it -- i am going as far to start canceling it now so they cant do the auto renew because i know they bill a month in advance so that will give them 2 months to get it right--now i will say it wasnt a bad experence but for what i paid i could get the same thing done at a regular vet also--i just dont like the commitment of 12 months and paying each month. but i agreed to that so i will honor my agreement

Guest

well i see we have somewhat a different view on banfield wellness plan--first i will say there is one vet there that does seem to care about the pets--the others just push you through as fast as then can--they tell you when you sign how great it is--well i've used mine a few times and they always spend more time trying to upsale my plan than looking at my pet--and seems like they always tell me i need something else extra but i do get my 10% discount because i'm a member--lol--thats a joke--my plan will expire in a few months and i will not renew it -- i am going as far to start canceling it now so they cant do the auto renew because i know they bill a month in advance so that will give them 2 months to get it right--now i will say it wasnt a bad experence but for what i paid i could get the same thing done at a regular vet also--i just dont like the commitment of 12 months and paying each month. but i agreed to that so i will honor my agreement

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Anonymous
map-marker Houston, Texas

Banfield Poor Service-Missouri City, TX

I attempted to pick up Heartworm medication for my Corgi on two occasions. First, the employee was talking on the phone and did not acknowledge my presence. After 8 minutes, I left. Came back today and stood at the counter for more than 5 minutes and finally asked someone to go in the back and get help. The person wanted to argue that my dog had not been there since 2009. I explained that she had been coming there for 4 years and was last seen 2 weeks ago. Clearly she thought that I was wrong. I left. Went to the Sugar Land Banfield, got the meds and was told that the MC store probably spelled my dog's name as Dutchess instead of Duchess (the correct spelling). The MC location sucks.
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1 comment
Banfield P

After reading your feedback, we would like to speak with you directly to gather more information. We strive to provide our clients and their pets with high quality medicine and exceptional client experiences on every visit.

We apologize that your visit to one of our hospital was unsatisfactory. To address your specific concerns, and to help us improve our overall service, we would appreciate it if you would call us at 877-500-2288.

Ronzwyf
map-marker Mesa, Arizona

Banfield Pet Hospital Over Charges Monthly Billing Schedule!

Banfield Pet Hospital Over Charges Monthly Billing Schedule!

I mistakenly signed up for the Puppy Wellness Plan with auto monthly payments...BIG MISTAKE!... Once Banfield has your credit card on file; you are subject to whatever they choose to bill on a monthly basis. Invariably Banfield will bill early or very late from the scheduled billing cycle; by doing so, they hope to generate return payment fees. I contacted Banfield regarding their billing cycle and was informed, they bill four days after my scheduled payment. I asked for the billing to be adjusted to the 15th of the month, to fit my auto deposit payroll cycle. I was informed they couldn't bill at different times; they only go by their cycle, which is the 19th and 30th of the month. Additionally, I was informed I couldn't cancel my contract until it ran out; or, I would be hit with the remainder of the contract billing fees.

Additionally, Banfield agreed to waive a "one time " monthly fee reversal as a courtesy. THIS NEVER ACTUALLY HAPPENED... FINALLY, BEWARE... ALL CONTRACT PLAN REVERT TO AUTO RENEWAL UNLESS YOU SPECIFICALLY CANCEL YOUR PLAN PRIOR BEGINNING MONTH OF NEW CONTRACT...

WATCH OUT FOR THIS COMPANY... BANFIELD PET HOSPITAL IS ONLY INTERESTED IN MAKING MONEY.. ANY WAY THEY CAN...

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Loss:
$24
1 comment
Guest

Ronzwyf- please send your concerns to our Wellness Plan Relations Team at WellnessPlanRelations@***.net so we can look into your account for you and try and provide a solution. Thank you for your feedback.

Anonymous
map-marker Muskogee, Oklahoma

Banfield Stinks

My sister and I won a "free" examination from Banfield. When my sister arrived with my male dog she was told the appointment was doublebooked. She had no choice, but to leave our poor dog there. Our dog is an outdoor dog, but he is housetrained. They left my poor dog in a cage for over 8 hours, and even gave the dog water. No one took the dog out for a potty break! The dog was terrified when we picked him up. If that was not bad enought they had the gall to charged my sister $165 for their service, and order us to make a follow-up appointment for him. The poor dog was practically dragging me out of Petsmart, as he did not want to haev an accident in the store, but he did anyway and this greatly embaressed the poor dog.
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3 comments
Guest

If it was a free appointment what did they charge you for? Did you authorize work to be done?

The internet is full of complaints about a "free" exam that cost hundreds of dollars. Banfield is the most greedy unethical place you can take your animal.

You explained it all in your complaint. What kind of operation does that?

Guest
reply icon Replying to comment of Guest-474362

Clearly you yourself have never been to a Banfield before. The Banfields I have been to have NEVER charged me for things without authorization.

Im sure this is a typical situation where something was wrong with the pet and when they called to discuss it with the owner she consented to treatment and simply 'forgot' what she agreed to or realized after agreeing she didn't have the money and instead of taking responsibility for her actions she blamed Banfield. I fully support Banfield and believe they do the best for pets including my own.

If you don't like them then simply don't go. Its literally THAT simple.

Banfield P

Thank you for your feedback and for bringing your concerns to our attention. We apologize that your visit to one of our hospitals has left you feeling this way, we strive to provide our clients and their pets with high quality medicine and exceptional client experiences on every visit. To address your specific concerns, and to help us improve our overall service, we would appreciate it if you would call our Client Advocate Team at 877-500-2288 to tell us what happened.

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Anonymous
map-marker Columbus, Ohio

No good

I got a banfield plan and was billed a week early and they still haven't given me the credit for the overdraft fees, have called for a week. I am just going to cancel this plan I LOVE MY PET but not banfield. They just want to sell,sell,sell and no regards to pets age or sex. Package after package, just money hungry. I will not refer anyone i know to them ever. Can't talk to the same person I origianally spoke with they don't answer the phone now and the hold time is outragaous. DONE WITH BANFIELD
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Loss:
$130
2 comments
Banfield P

We apologize you have experienced long wait times with our phone lines. Based on this information we are unable to identify your account , please send this message along with your account information and Pet's name to WellnessPlanRelations@banfield.net and we will have someone reach out to you, thanks.

Guest

are you in for a surprise when you try to cancel your plan--think your mad now--just wait.

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Anonymous
map-marker Nashville, Tennessee

BANFIELD, KNOXVILLE TN (WESTHILLS)

AFTER LEAVING BANFIELD 6 YEARS AGO I THOUGHT I WOULD TRY THEM OUT AGAIN, WOW WALKED IN AND JESSIE AT THE FRONT DESK CALL GORDAN (CHOW/LAB) RIGHT OVER TOLD HER I NEEDED HIS SHOTS FOR THE YEAR AND NAILS DONE WAS PLACED IN THE EX ROOM TO TOLD TO WATCH A VIDEO THEM SOME YOUNG GIRL KNCKED ON DOOR. GORDEN BARKED STANDING UP AS SHE WALKED IN SHE STOOD RIGHT IN FRONT OF HIM AND SAID "THIS IS MY ROOM WE DON T BARK IN HERE" THEN SHE WALKED OVER TO COMP AND GAVE ME A PRICE OF 151.00...

WHEN I TOLD HER THAT IS HIGH SHE JUST SAID OH WELL I TOLD HER NEVER MIND AND WE PARTED WAYS... I CALLED BACK TO THE BANFIELD ASKED TO SPEAK TO THE VET SHE WAS IN SURGERY, ASKED WHO THE OWNER WAS IT TOOK 15 MINS TO GET THAT OUT OF THEM. WHEN I CALLED HE (DR ROBERSON) WAS AT LUNCH TIL 2 PM NEVER HEARD FROM HIM WHEN I CALLED AFTER TO HE WAS IN SURGERY. I TRIED TO CALL BANFIELD CORP BUT THEY WILL NOT LET YOU SPEAK TO ANYONE...

STANDARD ANSWER IS I DON T HAVE AUTHORIZATION TO TRNFER YOUR CALL.

BE VERY AWEAR OF NOT ONLY BANFIELD BUT THIS DR OWNS THE BANFIELD HOSPITAL IN JOHNSON CITY TN, AND ROBERSON VET HOSPITAL IN DOWNTOWN JOHNSON CITY, SEEM HE WILL GET YOU ONE WAS OR ANOTHER.....BEST WAS TO PUT AN END TO POOR BUSINESS PRACTICE AND POOR VET CARE IS TO TAKE YOUR MONEY ELSE WHERE... I WENT TO MY REG VET ACROSS TOWN GOT ALL OF THE SAME SERVICES FOR 107.00 AND A GREAT STAFF THAT LOVE AND HUG ON YOUR PET....

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1 comment
Banfield P

Based on this information we are unable to verify your records and have someone reach out to you. Please send us your account information along with this review to ClientAdvocateTeam@banfield.net and we will have someone reach contact you, thanks.

Ambr K
map-marker Madison, Ohio

Banfield - Terrible

I'm completely disgusted with this service. I took my puppy in for a rash and wanted to signed up for the wellness plan because it seemed like a good idea. They "said" they completed a full comprehensive exam on my pet, retail value of 438$ Meanwhile they only had my pet in their back exam room for about 15-20 minutes. They took blood work, which they told me they were doing, and also gave her deworming medicine, which they didn't tell me. That night my puppy started vomiting uncontrollably for about 2 hours. I immediately looked at my paperwork and found that they gave her the deworming. The medicine said side effects unlikely but vomiting may occur. I called the next day and they said that the deworming wouldn't make her vomit. So i took her in to be seen and they wanted to do xrays and a urinalysis to rule out a blockage and UTI. I said no to both because my pet seemed fine. I saw the vet for about a couple minutes with each visit and was at the vet for a hour and a half the first time and 2 hours the next day. They only saw my pet a total of 15 mins between both visits. I called the company to cancel my plan because i was so unhappy and they told me that i needed to pay the whole cost of my visit in order to cancel, or just pay for the rest of they year. I've only had the plan for 3 days and they don't want to help me out at all. They told me to file a complaint with the advocate center. it's all a scam for more money.
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4 comments
Guest

I do read all contracts before signing.. I don't expected them to give me anything..

the store I took her too is the problem.. I should have never sat there for 2 hours each time I went .. that's insane.. I wanted them to prove they did the services they claimed to have done.

In which they couldn't when the manager returned my call .. all she could say was they hired a new vet and he was taking long with everyone. If you hire someone new you should explain to your client it may take longer than usual. I also talked with another vet and they agreed the dewormer was most likely the reason she vomited all night..

banfield said there was no way it was the dewormer. I was willing to pay for the uti and xray if needed but not for an exam that I wasn't witness to.

I still will take her for vaccines but I will not take her if she's sick bc I don't feel comfortable there. I should have never switched vets.

Guest

Read ANY contract before you sign it. I've been on a wellness plan for years, and I've had nothing but good experiences.

You may have only been on your plan for 3 days, but they already performed several discounted services on your pet with the understanding that you were on a wellness plan.

I don't think having to pay for the medical services your pet received is really all that unreasonable. It's not a scam to ask you to pay for the services they performed.

Guest

You signed a contract - you can't just cancel it without paying for services already rendered. Your pet had multiple exams, bloodwork, and likely some other services.

If you want to cancel the plan, you have to pay full retail value of the services your pet had. You can't just ask for a "refund" of what your pet received. Sorry, it's a contract. I suggest you read what you sign next time.

I really don't see what is so unfair about asking you to pay for the cost of your visit if you want to cancel your plan.

Do you expect to have all those visits and services for free? Doesn't work like that.

Banfield P

AK605, Leslie137, We apologize if you are unhappy with your Wellness Plan; to clarify our Wellness Plans are preventive services packaged together at a discounted price with the convenience of a 12-month financing option. When a client wants to cancel their plan throughout the year of the package we simply ask they either pay for the services already used at full retail cost or the remaining payments, whichever is less.

In other words, customers who do cancel are not asked to pay for services that they haven't already used. If you have any questions please contact our Wellness Plan Team at 866-649-2716 or email at WellnessPlanRelations@banfield.net, thank you.

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badgeredtodeath
map-marker Stone Mountain, Georgia

"Retail" Vets -- More interested in the upsell

I took my cat to Banfield for a couple of lumps. The vet couldn't find them (neither could I) at the time, probably due to stress at the time.

The vet recommended I get a kitty dental only so they could try to find the lumps at the same time and do a biopsey. What???? The entire time the vet tried to hardcore sell me on their wellness program, food, surgeries. Wow, what a turn off.

I ended up feeling like I couldn't get out of there fast enough.

I won't be going back there again, going to go see a "Real" vet next time. :-(

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8 comments
Guest

Wow...Trish B who commented below certainly is misinformed. This is why we hate dealing with nurses, because they think they know things when they don't. Sorry, your career as a nurse doesn't even hold a candle to the MEDICAL DEGREE your vet has. Her complaint is just riddled with arrogance and ignorance.

1.) You never Gram stain a fecal. Gram stains are used to differentiate gram positive from gram negative bacteria. We KNOW there is bacteria in fecal material - this is a given. It's NORMAL for warm blooded animals to have E. coli living in their colon and be excreted in the ***. She obviously doesn't understand that a fecal FLOTATION (not smear, as a centrifuge is used to separate the less dense parasite eggs to the top of the sample) is used to test for intestinal parasites, which are very large and visible without a stain. I can just imagine what everyone thought as she demanded to look through the microscope, having no idea what she was even looking for!

2. That "Shot gun" antibiotic you are talking about is NOT a shot gun antibiotic. It lasts for 2 weeks in the system. And we give it all the time - not just as a last resort. It's a really good product and clears up many different types of infections. I don't understand how this is "unassociated" with his problem. Antibiotics are given all the time for diarrhea when no other cause is apparent, and usually they work pretty well. i also don't understand why you are complaining because you, the knowledgeable nurse you claim to be, even KNEW it was a bacterial infection because "one lick" gave you gastritis (lol).

3. We don't recommend fluids for every case of diarrhea. If your pet didn't appear dehydrated, then this would be a waste of your money. Of course, with dehydrated pets with diarrhea, this would be warranted. Do you need fluids every time you have the runs?

4. They don't gown and glove with no masks on. Come on.

5. I'd kick you out too. You seem like a real Debbie-downer who wants to complain about everything. You have a "high quality show breeder baby" Chihuahua, but was taken to a low cost Spay and Neuter clinic? Hmmm...That seems odd. It's got to be someone else's fault he has diarrhea, right?

Guest

I would say that is a pretty fair upsell. Putting a pet under anesthesia is pretty costly, and they have to put your pet under to do a biopsy anyway so you probably would've saved some money going with the wellness plan and gotten a really good teeth cleaning to boot.

My puppy has been on a wellness plan since the day I got him and our DVM has always taken extraordinary care of him.

His teeth are absolutely spotless and you get discounts on any additional services not included in the plan so it's great when an unexpected illness shows up. Free office visits are nice too.

Guest

I have had similar problems with pushy upselling of a variety of unnecessary items. I recently found out the Banfield Vets are paid bonus checks every month based on their sales. No wonder prices are high and pressures for additional fees are unbearable.

Guest

What people don't seem to understand is that a vet is supposed to recommend the best medical care for your pet. I know you came in to get some lumps checked out, but if the vet noticed your cat had horrible teeth, don't you think it's irresponsible not to recommend treatment for that as well?

The vet is always trying to recommend the best care - it's the DELIVERY that makes the difference between having the client feel like they've just been to a used car dealership, or to a reputable, caring vet. I do agree that some vets should maybe point out other issues, but not push them too hard if they aren't critical issues.

Guest

You don't ever gram stain a fecal sample. You are looking for intestinal parasites, not bacteria.

These parasites are easy to see without a stain. In fact, you can't stain it because that would wash off the medium and the whole sample.

Obviously his *** is going to be full of bacteria. I would think you'd have known that as a nurse.

Guest

The "Written by Banfield Pet Hospital on April 9, 2012..." is a MACRO and appeared as soon as did my post...More B.S.

Guest

Well, the Banfield vet in my local PetsMart lived down to the sleazy reputation of Banfield with flying colors (Of ***)

Short and sweet: 6 month old Chihuahua-high quality show breeder baby. Took him in for projectile diarrhea two days after being neutered by Travis County Texas low cost Spay/Neuter clinic got a hold of him.

Probably took him out to the grass where hundreds of other dogs *** and didn't monitor his sniffing around. Anyway, bad bacteria I know caused he licked me a big ole puppy lick in the mouth and I was sick for a week after worst gastritis I'd ever had. But I digress...within 7 minutes of the vet entering the room with a complaint of "diarrhea" she insisted this Chihuahua’s "open fontanels" were definite sign of Hydrocephalus (Google Molera);a retained lower canine tooth would put *** in his sinuses leading to a brain abscess; squeezed his belly and won the academy award for acting when she started gagging and sputtering shouting worst smelling gas she'd ever smelled; pointed out that because the call name on his breeder's shot record was "whited-out" the whole record was probably full of lies. (I whited-out "HUNTER" just did not fit a 2 pound Chihuahua for me so I changed it to "RILEY") She tried though...Once I stopped her, told her I am a nurse, had dogs all my life and was in her clinic ONLY to save the little guy's life since 2 days of diarrhea didn't give him much of a chance to make it till Monday AND that I wanted her to test his *** and treat him did she let up.

I also told her I would require visualizing the fecal smear myself. She told the tech what to do, left the room and never came back. I was allowed to view the microscope specimen which was NOT gram-stained. I was offered several unassociated options including the SHOT GUN antibiotic one only prescribes when no test has been run and that's it.

No support for dehydration, nothing to abate the diarrhea, no little coffin...nothing else...I bought 1.75ml of antibiotic from them and it cost me $100.00! I then had to use my own common sense to buy over the counter electrolyte replacement, anti-diarrhea med with a component to assist with the grievous belly ache he must have been suffering. Riley survived. He was better in a few days.

I was sick for 10 days as I kept thinking surely I'd get better without spending the money on my co pay. I reported the whole incident to the PetsMart manager and got the usual...they are not us; we are not them; they just rent space-***. I complained to the Banfield office person who invited me never to come back again and also stalked me all over the store as I scoured for the additional items I needed to care for my little guy because she wanted to close out the sale. They told me to pay "UP FRONT" which to me meant the front of the store.

Apparently "UP FRONT" to them meant 4 feet away from the exam room where their register was. She even threatened me that I would be charged $1.00 additional for every minute after 6:00 PM I delayed in walking back to the back of the store to pay them. Horror story? Yes!

True? Every word and some I did not even bother to report here. Do any good...are you kidding? That vet is probably there because her "numbers" are good and BANFIELD only cares about NUMBERS!

I pity the woman before me who was scared to death after being told her little Pomeranian had Lyme disease.

(He been brought in for neutering)...Oh, they gown and glove for surgery in the unclean corridor without masks on....I won't even go to that shopping center anymore let alone PetsMart! :(

Banfield P

Thank you for providing this feedback. It is our mission to provide our clients and their pets with high quality medicine and exceptional client experiences on every visit.

We apologize that your visit to one of our hospitals has left you feeling this way. If you would like to address any specific concerns, and help us improve our overall service, please call our Client Advocate Team at 877-500-2288 so we can discuss what happened.

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PET L
map-marker New York, New York

BANFIELD PRISON

in short, if banefeild treats pets "like family" it must the the Manson family they are refering to- they destroyed my pet to the point I cant even put her leash on without her whimpering-the doctors, lets be real, if they were anygood why would they be working in a shopping mall department store...simple answer -there only concerned is money, they are sales people. they want to help themselfs before helping animals,its all about money to them...if you want to kill your pet or have them tortured go to any banfield hospital and you will see....just google or bing "banfield killed my pet" I wish i did before i went there.

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Loss:
$1000
3 comments
Guest

Yeah, they led to the death of my cat and didn't care. And then told me I saved so much on the wrong treatments that they gave him, try would not cancel his plan. Do not use this company ever...find a real vet who cares - don't make the mistake I did of trusting this company.

Guest

We've had our Pets on the Banfield wellness plan for a while. There have been some ups and downs with it and the downs were pretty low truthfully.

I brought up my concerns with a regional director and was exceptionally pleased with the level of professionalism that it was handled with. There are some great vets who work at Banfield and just being a chain and their location at Petsmart doesn't mean they are second rate.

If that was the case then you'd never see a decent Pharmacist at a Chain drug store. Anyways the value for the plan is wonderful and my complaints were rectified in a satisfactory manner.

Banfield P

Thank you for your feedback and for bringing this to our attention. We apologize that your visit to one of our hospitals has left you feeling this way, we are currently unaware of this situation and would like the opportunity to speak with you directly so we can gather more information. Please call our Client Advocate Team at 877-500-2288, thanks you.

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MsMonie
map-marker Washington, District Of Columbia

Banfield is the Worst!

I took my pom to Banfield in Largo, Maryland for her vaccines only to come home months later to find pups in her crate. Unfortunately, she was not neutered because she was NEVER around any other dogs. When I called Banfield afterwards, they thought it was funny. Unbelievable! We were pissed about the lack of concern and professionalism. The manager took her time about calling us back to discuss the situation and they would not let us out of the wellness plan. Please check out other vet hospital before taking your pets there. Banfield is the worst pet hospital ever!
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Loss:
$500
8 comments
Banfield P

Thank you for your feedback and for bringing this to our attention. We apologize that your visit to one of our hospitals has left you feeling this way, we are currently unaware of this situation and would like the opportunity to speak with you directly. Please call our Client Advocate Team at 877-500-2288, thanks you.

Guest

Ms Monie, it is you who is ignorant and unintelligent. If you *just got the dog* it was obviously impregnated when you acquired it.

The dogs do not roam freely in back, as you have so foolishly assumed. They are all locked in individual kennels, to both keep them from fighting, breeding, and spreading disease as well as to protection the staff.

Do you think we let dogs roam around the back while we trip over them while performing medical treatment? Honestly lady, use some common sense before posting a complaint that is not rooted in the truth.

Tetchi M

All consumers: Banfield Pet Hospital BEWARE!!!! They are called blooded people. I asked the receptionist that I wanted to talk to the manager and she said, I AM THE MANAGER!

Guest

Had I realized that we had such dumb *** people on this site I would have never posted. First of all, I had just got the dog and wanted to make sure her shots were up-to-date. I left her in the care of pet smarts thinking that they stationed the dogs in crates whether than letting them roam freely in the back of their store.

Guest

how is banfield responsible for your dog getting pregnant? and why would they spay your dog without your knowledge?

If you took your dog for vaccines how did she get out of your site?

ive never left my dog at the vet for vaccines.

it sounds like your fault for taking your dog around while she was in heat. also dogs can smell a *** for miles so it is very likely that a male came to her while she was in your yard.

Guest

Why didn't you listen to Bob Barker? Why?!?! GET YOUR PETS SPAYED OR NEUTERED!

Guest

You had your dog VACCINATED agaist having pups??? That's the craziest thing I've ever heard!

Maybe, if you told the pet hospital to spay your Pom, she may not have got pregnant and produced the pups you just happened to find in her crate months later.

You need to get an education on how to own a dog. Jeeeezzz!

John N Mzy

I think you have the canine version of the Virgin Mary. Rather than be upset, you should be honoured and proud in addition to being over-joyed at this miracle. Please contact The National Enquirer or The Globe so they can put both you and your dog's photo on next week's cover(make sure they get the labels correct.)

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