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I had to euthanize my 14-year-old dog on November 4th, 2023. The staff were fantastic and told me to call the 800 number to cancel my wellness plan (it would renew in April 2024). The man I spoke to at the 800 number was cold and unsympathetic when I told him why I was cancelling and said, "you still have to pay the balance of the plan". I understand I was in a contract... and yes, it is my duty to know what is in it. But Banfield has a duty to explain some of the conditions as well, so there is no confusion. Duty owed; duty breached! That was never done... EVER. It should be part of their annual review of the plan when it renews, ESPECIALLY when your dog gets older in age or has health issues. The more this customer service rep spoke to me in such an uncaring manner, the more I decided to dig into this company. I am so sad to read the hundreds of other people who have been misled and mistreated by this company. The staff are not educated on the program and some of the conditions, they just know they have to sell it. There is no cost savings if you compared to local vets in your area. Banfield actually increases their rates to make it look like a cost savings. I bought into it thinking of the convenience for my pet, not as insurance. Feels like a bait and switch that I swallowed for 14 years until the very end. My neighbor uses another vet that does not even charge for euthanizing your pet if you are their regular customer. No discount for that at Banfield. I paid over $300 to put my girl down, and to add insult to injury, they want another $250+ for a plan I cannot use. What a punch in the gut. Unbelievable the lack of empathy, sympathy, or compassion. I am grieving, yes, but there has to be something that can be done. Add me to any class action lawsuit against them. I believe I have almost all my dogs records of care still to compare to industry standard rates. At the end of the day, I would pay the $250+… I would pay ANYTHING… to have my Murfee back.
Claimed loss: My loss? My dog, of course. And hundreds of dollars over the span of 14 years of upcharges.
Desired outcome: Waive the balance of the contract.
