Complaint Review: Banfield Pet Hospital

On March 22, 2009 I took my cat to this location for vet care. My cat was breathing at the rate of a bird and was coughing terribly. So I was at their office as soon as they opened that day. I took my cat in and was put into a room about 5 mintues after being their. Then that is when we waited and waited. I told them that I was very concered for my animal and that he needed immediate care. It wasnt until 20 minutes later that I canme out and commented that we need immediate care again. A nurse came in and went over what was going on I I explained to her what was going on that my pet was breathing rapidly for a couple days and have severe coughing. The nurse left and the doctor came in and examing my pet for about 5 minutes and then said she would be right back. The vet never came back but the nurse did with an estimate of about $750 worth of procedures to be done. I questioned why is so much needed and the nurse just stated that the vet wanted to check for all posibble conditions. I asked what condition and she told me asthma. When I asked what was necessary for right now to reduce the cost she told me that she would go ask the vet. The nurse came back stating that they couldnt help me with anything becasue the vet believes that my pet has a heart condition. I questioned that originally I was told asthma and the nurse didnt say anything. When I asked what I need to do now, the nurse in pen marked 3 injections stating that I at least need to get these done. SO I agreed and pay $150 for my visit. The nurse told me that he should be breathing better in about 15-20 minutes. I took my pet home and after an hour he still wasnt any better. I decided to look up another vet and was greatfull to fine a clinic that only treats cats. I contacted they and explained my problem and was told to come in right away.

I showed up at the clinic and was immediatley told that I need to have an xray done. I agreed and hoped for the best. 30 minutes later the vet came back with very bad news. I was told that my pet had advance heart disease and his heart was very enlarged and he was in distress. I should the vet what was done at banfield and he told me that 1 of the injections given was for asthma helps breathing but for a pet with heart disease it retains fluid making the past one horrible for my pet. When I explained to the vet what happened at Banfield he was shocked that he was treated for asthma but said she was concered he had heart disease. The vet also stated that a proper exam and listening to my pet heart would have told her and that an exam should have been the first thing done. I had to unfortunatley explain this to my child and that our pet was suffering.

That day we had our beloved pet put down. We went home and cried and cried. I called the Banfield corporate and filed a complaint because my pet was treated for asthma but she believe heart disease and if their was a belief then never should have given an injection that retains fuild in the lungs. Also, I ask the nurse specifically what was needed and was told just the injections. About an hour later I got a call from the vet and all that was said was " I heard what happened and that you had questions" ...... Not Im sorry, my condolences nothing. I explained everything to her and she responded that she gave a list of services that needed to be done but I chose not to. I stated no I didnt that the nurse told me to only get injections and I got them. I also asked her if she knew of the heart disease then why the asthma injection and got no answer. The complaint was sent to the office manager who stated would be sent to the director for review and she would get back to me in a couple days. A little over a week went by and no answer, so I called again and was told by the office manager "Oh sorry I completely forgot of you", she told me the director talked to the vet and since her records shows asthma my pet was treated right. I explained again about the verbal communication and it wasnt acknowledged. I called the corporate office again just crying and was put through to the supposably VP of relations. I explained all information to him and even sent the other vets notes showing heart disease. I was told this would be rerview right away and I believe him. I have emailed several times and still to this day this has not be resolved and no communication from the corporate office. I told them that it is not about money because if it was then why would I pay $150 at banfield and still pay another $405 at the second vet. I told them I want my money back from their visit and still havent heard anything. Last time I emailed the VP I was told that I would have a response immediatley and that he apologized for the delay. That was almost 2 weeks ago. Banfield does not care about your pet just your money. They make up this ridiculous list of things that need to be done and really by doing a couple things would help. My situation was if they had done just the xray they would have know, but no they wanted $750 worth of stuff.

I have decided that now I need to go to this site and report their issue and found out that they have alot of issue from all the other reports. I have also contacted my local tv station for help and am putting all of my paperwork together as I saved all email and documentation and even have one conversation that was recorded.

If you love your pet dont go here. They only care about your wallet not your pet.

I know where he is
Glendale, Arizona
U.S.A.