Took our 10 year old cat for Banfield's "routine" exam on April 18, 2011. Stupidly, we had bought into their "health plan" ten years ago.
We brought our cat home Monday night. That night he staggered, fell down, howled, seemed disoriented and was unable to eat. Thought it was an effect of sedative given him. Tuesday (work day, so ...) night, he continued to show lack of balance and still unable to eat his dry food (which he loves).
Finally called early Wednesday to ask if we could bring him in immediately or if we should take him to an emergency pet hospital. Were told to bring him in at 4 PM for a check -- they indicated no urgency despite our description of his symptoms. At this Wed. exam, they gave him an anti-biotic shot -- possible infection (of course, an extra charge, over and above our monthly plan payment). No improvement Wed. night thru all day Thursday. Finally took him back Friday PM. THIRD veterinarian (yeah, you have no assurance of continuity) examined him and told us "we don't know", "you take him to specialist" at OUR out-of-pocket cost. They would not take any responsibility, financially or medically, for injuring a perfectly healthy cat during a ROUTINE exam.
Took our cat to another local veterinarian. He got a thorough exam, with the veterinarian explaining every step and possibilities. Diagnosis -- PUNCTURED EARDRUM! They damaged his eardrum when they cleaned my cat's ears. Got meds for balance, nausea and pain. I hope our cat, SAM, will improve. We are not returning to Banfield! We are not, ever, shopping at Pet Smart. For montly fee, you get lousy care, injury to your pet, no emergency response, misdiagnosis, payment for unncessary care. It's staggering irresponsibility!
Product or Service Mentioned: Banfield Pet Hospital Pet Medical Service.
Monetary Loss: $200.