Banfield Pet Hospital

Dear Banfield Pet Hospital Management,

I am writing to express my serious concerns regarding the service I received at your Louisville location (4601 Outer Loop, Louisville, KY 40219), specifically related to obtaining an international health certificate for my emotional support animal in preparation for travel scheduled for August 31, 2025.

Initial Visit and Pricing Concerns

On August 21, 2025, I visited your clinic to have my fully vaccinated miniature goldendoodle examined and to complete the necessary paperwork for my international work travel to Poland. Having previously utilized Banfield services for similar requirements and providing all necessary information about my pet and travel plans, I was surprised to be initially quoted $997 for this service.

Since no additional treatments or vaccinations were required, this amount seemed unreasonable.

Upon raising my concerns about the quote, the fee was reduced to $733.89, with the largest single charge being a $391.20 "professional service fee." When I inquired further, I was informed that final pricing was at the veterinarians discretion. After payment, I was assured that nothing further was needed on my part.

Concerns Over Service Quality and Negligence

Throughout this process, I experienced multiple failures and a lack of professionalism. Despite providing clear informationdestination, travel date, pets name, and the sensitive nature of this certificationthe procedures were mishandled. When I returned nearly a week later due to a lack of updates and the soon-approaching travel date, I was told the certificate was only issued the day before my flight, which I found inconsistent and unsatisfactory.

Upon review, I discovered serious errors in the certificate, including:

-Listing my pet as a cat, despite it being a miniature goldendoodle.

-Incorrect information for two other clients pets, raising confidentiality concerns.

- Another clients name on the certification

-Wrong microchip number on all forms.

-The form was prepared using a template for the Netherlands instead of Poland.

-Breed listed as DSH (Domestic Short Hair), which pertains to cats, not dogs.

These inaccuracies are deeply troubling and suggest a significant lapse in the staffs attention to detailespecially considering that my pet was examined during this process.

Such errors could have been easily avoided with proper procedures. It also makes me doubt whether or not my pet was actually examined.

Staff and Management Response

When I attempted to discuss these concerns directly with the veterinarian, I was refused the opportunity to speak with her. I was also dismissed and ignored in person, which I find unprofessional. While one compassionate front office employee tried to help document my concerns, the overall response from the veterinary team was inadequate.

It was only after insisting that I speak with the clinic manager that I received acknowledgement.

The manager apologized but attributed the errors to the high volume of certifications being prepared simultaneously and stated that he usually handles the international health certificates, but he was out on vacation at the time. This explanation is unacceptable, as it raises concerns about how sensitive client and patient information was managed and whether other clients data may have been mishandled.

Additionally, the manager asked me to list and correct nearly all of the incorrect information on the form, which took approximately three hours from the moment I arrived with my concerns. Ultimately, I was the one who had to correct the form in the storesomething I had paid a "professional service fee" to have donemeaning I was performing most of what I expected a professional to handle.

Even after working with the manager to correct the form, the updated certificate still contained inaccuracies. For example, I had specifically informed him that the initial incorrect form was not for Poland.

Despite his promise to make the necessary corrections, the final version remained unchanged. I was also assured that the physical copy would arrive in time for my trip. However, it did not arrive as promised. If I had known the certificate could possibly arrive late, I could have attempted to expedite the process or explored alternative options to ensure I could travel with my emotional support animal as scheduled.

Instead, I was left unable to travel with him and which also forced me to find and pay for alternative transportation and seek another international pet certificationsomething that should never have happened.

Furthermore, it was explicitly covered in my contract with my employer that my dog would be on the flight. Now, they refuse to pay for any flight for him. Which is a mistake that directly affects my well being and mental health because he is my emotional support animal. Also as a result, I dont know when he will be able to travel with me, since I also need to find someone to accompany hima task that is not easy.

This entire situation is due to Banfields failure, especially considering I arrived on the first day of the 10 day window that I have to complete the certification and paid for them to submit the correct information. Their errors and failure to provide the paperwork in a timely manner have caused significant and unnecessary burdens on me, and I hold the clinic fully responsible for this avoidable situation.

Impact and Requests for Remediation

As a consequence of these failures, I will have to arrange alternative transportation for my pet at additional expense, which I believe is unjustified given your clinics negligence. Furthermore, this situation has caused significant emotional distress to me throughout the entire process as well as after since my pet cannot be here with me during a much needed transition period for me. I respectfully request: A full refund of the $733.89 paid as the service was neither performed correctly nor effectively.

Additionally, a reimbursement for any additional costs of the transportation needed for my pet to accompany me in Poland, the fees it will take to acquire the needed paperwork for this travel upon submission of the receipts.

Given the potential breach of professional veterinary standards and patient confidentiality, I am also considering submitting a formal complaint to the Kentucky Board of Veterinary Examiners.Please respond promptly. I can be reached at 208-954-**** or via email at destinyslocum24@***.com.Thank you for your immediate attention to this matter.

To Whom It May Concern,

I am writing to formally revoke authorization for any and all recurring charges associated with my Banfield account, effective immediately.

I did not knowingly consent to ongoing monthly billing at the time of service and do not agree to continue participation in any wellness or membership plan.

Please confirm in writing that:1.All future recurring charges have been canceled, and2.My account has been closed effective immediately.

This notice serves as written revocation of billing authorization. Any charges processed after the date of this notice will be considered unauthorized.

Sincerely,

Kurtis Chapman

Rossi

209-685-****

Thekurtischapman@***.com

ATS2KGS

5207 Brodie Lane, Sunset Valley, TX 78745

Banfield overall is a money grab. There are vets and techs that work for Banfield that genuinely care about animals, but they are trapped in the Banfield money machine.

We have had the Banfield wellness plan since 2012 - and 2013-**** was for two dogs.

Last year we discovered the hard way that the wellness plan we had been paying into for 12 years offers no form of emergency care and any end of life care/services are only during business hours. God forbid your senior dog have a medical emergency at night or on the weekends - you are coming out of pocket for that 100% at a place you've never been. It was awful and we lost our girl.

So for our other senior dog, we decide to change vets to somewhere that can accommodate emergency and end of life care - specifically a vet that can come to our home when the time comes. We haven't renewed our wellness plan package in years - there are no signed documents - in fact the only change we made was in 2024 when we lost our girl.

But somehow we are still "under contract" and we have to pay $500 to end our wellness plan.

So the rough math is 11 years of two dogs on wellness plans at roughly $75/month = $9,990 and two years of just one dog at roughly $45/month = $1,080 for a total of $11,070 that we have paid Banfield. No serious incidents, no major surgeries (our girl had a paw surgery in like 2013 that's it) just a visit every year for vaccines - but because we learned the hard way how awful it can be when it's their time and we want to do better this time, Banfield still has to squeeze us for that last $500.

Mia, the office manager of this Banfield, is like a dormant soul. Despite working in one of the most sensitive arenas, she is rude, disrespectful, and ignorant about her practice. She absolutely lacks any sense of client care or customer service. I have never interacted with someone in pet care who seems so incompetent in their position. After 25 years of dedicated allegiance to Banfield, if Mia represents their care and staff, I would never recommend Banfield Lake Mary to anyone. On the contrary, I'd warn others about the horrible customer relations and leadership under Mia.

Good morning. I'm writing this letter with a heavy heart based on 15 years of experience with Banfield. My three dogs have had overall pretty positive experiences, and I've recommended you to many people over various breeds and years. Unfortunately, this letter follows an unforgivable experience at Lake Mary Banfield on Lake Mary Boulevard in Florida. My pet has had routine dental exams with Banfield in various states on many occasions, with generally pleasant experiences through their veterinary care. In the past, I've had experiences where veterinarians videotaped concerns they encountered during a dental visit and shared them with me so I could fully understand the situation. This, however, was not the case at Lake Mary Banfield.

On November 26, I was called by the vet during a routine dental exam where there may be concerns with some teeth that could potentially require extraction. Before, there was no necessity for x-rays. If there was a query, I had the option to continue a procedure with medication or x-rays, or to just proceed with the least costly, yet necessary, procedure. But this time, I was asked if I wanted to proceed with two sets of x-rays and extractions based on what appeared to be loose teeth and a tiny receding gum line. My pet hadn't shown any signs of pain or changes in eating behaviors at home, so I did not see the need for any x-rays.

After expressing my desire to proceed with the extraction but not the x-rays, the dentist insisted on not performing the extraction without the x-rays. I was under the impression that I was given a choice, which, as a paying client, I believed wasn't mandated but merely advised. I chose to decline the x-rays but wished to proceed with the extraction, which my pet had undergone on several occasions in the past without x-rays.

Prior to this, no visit ever cost me more than $400 at the end of any procedure at Banfield. However, on November 26, I was billed $1400 for extractions, a cost I've never paid before. I did inform the vet that I would be speaking to someone superior about the situation and how it was handled.

In the medical field, whether it pertains to humans or pets, customers should always be treated with respect. I believe the doctor still has a responsibility to proceed with what they deem necessary. I would like to discuss this situation further and the $1400 bill I received from this single visit, which I plan to contest after reviewing all the details and subordinates of this transaction.

Banfield canceled my OWP plan citong non- payment. Customers are not aware we are locked in to a 12 month continuous payment plan and no one verbalized this to me.

So they took me to collections for $600, which is the wellness plan for until May 2025, but are refusing to provide my pet services for that time period. He hasn't had services through them since October. So I am paying for services not rendered. They cite that the contract gives them permission to do so.

This is an absolute scam.

I am paying $600 for no more services until May. They claim it's a penalty for canceling early, even though they initiated the cancelation citing non- payment.

I feel so ripped off by the Banfield Wellness Plan. Every visit I made to the Banfield Hospital, I tried to cancel my plan and they kept saying that I will have a balance to pay.

They suggested that I should continue to use the plan for the rest of the period, but they did not inform me that it was automatically renewed. So, when I finally found someone to chat with, they told me my plan was just renewed for another year, and to cancel it, I would have to pay the balance for the rest of the plan duration. When I said I was going to cancel my card on file, they warned me that my name would be sent to a collection agency after 120 days.

I was very disappointed with the Vet's service but I had to stick with them since I was paying.

Terrible plan!

DON'T FALL FOR THAT PLAN!

Banfield is the worst. You think you're receiving the best service until your dog is dead.

I called customer service and told them to terminate my insurance seven months ago because my dog died. They kept taking my money and I kept paying for pet bill insurance for my dog that had been dead for seven months. Yes, I understand it's a payment plan, however, for a person that's still mourning the death of their dog, Banfield should have the decency to inform us that we will get charged again if we don't call for a second termination to cancel our dead dog's insurance. Why do I need to call a second time to terminate my deceased pet's insurance, when I called the first time to terminate the insurance?

My dog has been dead for more than seven months, he's not coming back to life, so why do I need to call for a second termination? Were you hoping for my dog to come back to life? The representative on the phone still charged me and didn't even bother to reimburse me.

They show no remorse; they just want to take your money. I will never use Banfield nor will I ever let any of my family members use Banfield again.

I called to make an appt for my dog only to learn that both of my pets plans are in collections! Not once did Banfield attempt to make me aware the card hooked up to these plans had expired and a new method of payment was needed.

Banfield did nothing no letters sent, no phone calls nothing! They canceled both plans in June yet kept charging me until Dec riding that gray train until the end of the year. They claim it's not their responsibility and I owe them the money because I signed the plan agreement. So Im paying for 2 plans that they cancelled and didnt receive any services for my dogs.

Ive read similar complaints Im not the first and sure wont be the last. I thought I would put my experience out here to at least warn others.