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| - Truth is I started going to Banfield after adopting a pet from Dane County Humane Society because of their hours. Hours are great for those who work. Knew they are a big company in high rent space. I expected, and experienced the pressure of constant up-selling, although done by very nice people who likely are trained that they are only trying to make sure pets are well cared for.
I took my dog, Elvis, to Banfield on the East Side for the past 4 years. In hindsight, I probably paid for a few more tests than I should have. And it seems they have a charge for EVERYTHING - but generally I was paying more for the convenience, and so I felt it was a fair deal, if costly.
(Elvis, by the way, is an AWESOME dog.)
Elvis has a small growth on his hind leg - while obvious, it is something I had to repeatedly point out to their Vets, even though it had been noted in his file since he was a year old. Last month, while getting vaccine updates, I asked that it be looked at again. This time the Vet suggested a needle biopsy. The Vet called me and said there where crystalline cells that looked like cancer, and recommended removing the growth soon. (Should have had my antenna up when the cells were described as "looking" like cancer cells. Seems to me, now, that I should have asked they be sure.) The Vet also strongly suggested that while under anesthesia Elvis get a gum cleaning. (An upcharge, of course. And I note there was no discount for him already being under - have to think there is a significant anesthesia charge...) Since they did not have any availability for an extended time, I was asked to go to this West Side location for the surgery. The east side location estimated the cost at $400-$500, and looked on disapprovingly that Elvis was not on a maintenance plan, which would have lowered the cost. (Yes, they like to sell those maintenance plans...better profit margin? In hindsight, I should have gotten a second opinion, but I had already spent upwards of $200 on tests just to get THAT opinion. And the amount, while a lot, is for my best friend's health - a sentiment I can't help but think Banfield plays upon.)
Got two calls from the West Side folks confirming the appointment. (No problem.) However, yesterday I was given an estimate of $684. It was described as likely being high, but a pretty big difference. I asked why it was so different and the first person I spoke with seemed clueless - tried to brush it off by saying the East Side Store had not sent any information (?), but when pressed said they would get someone who could help. (OK, fine.) The next person started just reading the list of charges - which was two pages long - and when I again asked why the difference she said I could talk to the Vet. She also assured me the $684 was likely high. Did not want to bother the Vet so I asked if the Vet would be available when I dropped Elvis off today, and I was told they would be.
Arrived at 7:15AM today. Asked to see the estimate, which was presented as though a formality. The range was $684 to over $900! And I could see no way, given the pages of charges, we would not get to the high range. When I expressed concern, I was told they could call me after the Vet looked at Elvis and not incur any charges until I agreed. (Like what would have happened if I did not express concern?) When I asked to talk to the Vet I was told no one who could explain the charges would be in until at least 8. They finally called me at 9:30, after I left with Elvis.
So I am tired of the constant upselling. I am tired of spending more than the basic charges every time we visit. (As much my fault as yours.) There should have been communication between the stores - especially since I was required to go across town. The staff, while trained to upsell, should maybe get some training in conflict resolution and understanding all the charges are real money people work hard for and not just check marks in a computer. And what I am most annoyed with, and why Banfield lost this customer, is that if the bill was going to be so large and I had known, I would have had more time to get that second opinion. They have me concerned that the growth is an issue and getting it dealt with soon is important. However, I don't like how we were treated. Luckily, the story ends well as Lakeview understood my situation and was happy to get us in quickly, with no hassles. Their Yelp reviews are great. Shame on me for not checking Yelp sooner!!! Goodbye, Banfield. Your people seem nice, which is why the two stars, but they also are part of a process of questionable character. While I am a capitalist and understand the purpose and need for profit, at times the desire to earn a profit goes too far. In your case I think it has. Again, I share in the blame, but I am glad I have wised up. Will now support my local vet, which I probably should have all along.
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