Update by user Feb 05, 2016
It took a lot of back and forth between Banfield and me through the BBB and going to the actual Banfield location today and talking to the manager, but I think I've finally figured out what they did, and it was NOT honest. Banfield put my son's dog Crash under my name when my son brought him in, probably because we lived at the same address.
The plan was on my son's debit card, though. Bank of America sent my son a new debit card because of suspicious activity. When Banfield couldn't get their money from his account anymore, they used my visit on January 23, 2015 and updated my account to include Crash. The manager told me a screen pops up and allows them to check whatever dog they want and it will switch accounts.
Since Crash was listed under my name, they did this without my knowledge and said I authorized it. The only authorization I signed on January 23, 2015 was for Maggie's teeth cleaning--Banfield introduced this as evidence through our dispute at the BBB, but it says on it "Authorization to Provide Care for Maggie (my pet)". It said nothing about switching Crash to this account.
So either someone in the store, or more likely someone in corporate, made the switch themselves. They also conveniently don't keep records of updates.
Original review posted by user Dec 27, 2015
I signed my dog, Maggie, up for a Wellness Plan in January 2015. I didn't think to check my bank account until I noticed in addition to her charge of $32.95, they were taking $24.95 from June until November 2015.
Apparently, they decided to sign my son's dog up for the plan and charge my account, without telling me or asking me! But, there were also deductions, two in February, then one in March, April, and May 2015 for $42.45! I have NO idea what those charges were for! They have been stealing my money!
They owe me $361.95. This place is a joke. When I went to the hospital I have been using, they miraculously couldn't tell me anything. They must have a record of who authorized these charges, or who put them through, or even what they are for.
But NO, they passed me off to corporate. I will NOT be renewing my plans, and I will NOT take my beloved animals back to this place! Also, I took my dog for her checkup appt, but needed to discuss some issues with the vet. The front office girl told me they had an emergency, and I could just leave my dog and come back in two hours.
I asked her how long it was going to be, and she said it could be a couple hours before I could be seen. I explained to her that I need to discuss things with the doctor, and whenever I leave my dog I never get to talk to the doctor. Suddenly she had a room for me, but said it might be awhile. There is something really shady about these drop off visits.
Why do they not want you to talk to the veterinarian? I'm done with this place. This is ridiculous!
I am so pissed off that they have been stealing money from me without telling me I was being charged or signed up! This is against the law!
Product or Service Mentioned: Banfield Pet Hospital Wellness Plan.
Reason of review: They are stealing money from me!.
Monetary Loss: $362.
Preferred solution: I want a refund of the $361.95 they stole, I DO NOT want auto-renewal, and I would love to cancel the two plans I have without fees..
Banfield Pet Hospital Pros: Dr randy barbe.
Banfield Pet Hospital Cons: Very poor customer service, Exploitation of finances, Not telling me they signed me up for a plan.