Back in 2007, I paid for their Well Care plan for my dog, Lewis, mainly because I wanted to cover his surgery to have him neutered. The cost of the surgery wasn't COMPLETELY covered, as they TOLD me when I signed up...I actually was going to have to pay approx. $90 extra (in addition to the monthly fee I was already paying) to cover anesthesia & medication. I had to reschedule the appointment because I did not have an extra $90 at the time. They told me it was NO PROBLEM AT ALL. I rescheduled the appointment for a couple months out. Again, I was told NO PROBLEM. The day I dropped him off for his surgery, I made a point to write down on their forms that they were NOT to do ANYTHING to him that would exceed the $90 they had quoted me, and they were to CALL me if something came up that would cost more and get my authorization to do it. I have this in WRITING.
A few hours later, I get a phone call at work saying they can't do the surgery because he's too old now...the Well Care plan only covered the surgery if it was done before he turned a certain age (I think it was either 6 or 12 months, but I can't recall exactly now). When I asked them WHY they insisted it would be NO PROBLEM when I asked about it previously and why it was not mentioned when I MADE the appointment OR dropped him off, they said they didn't know why the person who booked the appointment neglected to tell me, but that's how it was...if I wanted it done, they would still do it but it would cost us SEVERAL HUNDRED DOLLARS since it was no longer covered by our plan. I told them NO, they were NOT to do ANYTHING AT ALL to the dog, and I would be over to pick him up after work, and that I was CANCELLING my Well Care plan.
When I picked him up, they told me they had gone ahead and given him a full checkup, including running a bunch of tests on him (none of which were asked for and all of which were negative and unnecessary) and full course of vaccinations while he was there...and since I now cancelled my plan, they said I would have to pay them $396 for it. I told them *** NO, because we BOTH had it in writing where I specified that they were NOT authorized to do ANYTHING to the dog that would cost MORE than $90, and I also referenced the phone call in which I told them they were not permitted to do ANYTHING to the dog at all. They insisted that I owed them money, and I refused. Then Dr. Montor came out and pretty much insinuated that I didn't care about my pet if I cancelled my plan and that it meant I was willing to let him go without his routine checkups and shots (um, no...it meant I no longer wanted YOU to do them! There are HUNDREDS of other vets out there, ***!). She was VERY condescending and rude in her tone, and absolutely unwilling to accept any responsibility whatsoever, despite the fact that (as I said), I had it IN WRITING that she was in the wrong.
They sent me a bill anyway. I reported them to the Better Business Bureau, and I wrote them back specifying everything I just said and explaining why I would not be paying the bill. In addition to this, I ended up having to take Lewis to a low-cost neuter clinic for his surgery, and while he was there he picked up a nasty skin fungus which ended up costing us a LOT of money to treat, so in my opinion, they owed US. I got another bill and disputed it AGAIN. I never heard back.
Now I find out that they sat on it quietly for a while, and then finally just went ahead and sent it to collections so it shows up on my credit report.
SO, *** BANFIELD. I HOPE YOU GO BANKRUPT AND DR. MONTOR CAN'T FIND ANOTHER JOB. I have NEVER in my life experienced such a horrific LACK of customer service, and I have NEVER in my life been talked down to as rudely as that doctor at Banfield (South Tampa, Dale Mabry - the one beneath the Target, next to the natural food store and the liquor store) did. EVER.
Product or Service Mentioned: Banfield Pet Hospital Wellness Plan.
Monetary Loss: $396.