Banfield Pet Hospital review: Optimum wellness plans

I have been a loyal customer for over 20 years with Banfield, and never had an issue or a cross thing to say about them...until now. I moved over an hour away from any clinic, and I asked to be released from my wellness plans for my three pups. I was told that I would owe nothing for cancelling one pet. The other two would cost me approximately $600 out of pocket to cancel. With these three pets alone, I have paid in approximately $20,000 over the span of 13 years for my pets' health. This does not include 3 other animals that were on wellness plans - my cat for nearly 16 years, a different cat for over 3, and another dog for 3 years. This likely equates to about another $20,000 - so, $40,000 over the span of 20 years. This does not include the "discounted" medications, shots, vaccines, and procedures over time. Banfield has reduced the amount due to $200, but are requiring payment in order for me to cancel, or they will continue to charge me every month for an additional $100 for the remaining plan (which is an additional $600). Continuing to utilize their services to get back my money requires me to take a day off work, and drive 2 hours out of my way to have a wellness visit and wait for my pet to be finished with their services (all day). The amount I will be out from not working that day, plus driving all that way, far exceeds the amounts due - which compounds the out of pocket expenses.

I have asked to speak to a supervisor - and when he called me, his phone disconnected me three times, and I assume he gave up and stopped calling me back. When I returned the call, the office at Banfield said they were done taking the calls for the day, as they are overrun with calls. I used the chat feature two days in a row - and got the same person each time, who just kept repeating the same thing that both agents I spoke to over the phone - who also just repeated the same thing over and over.

I have been dealing with this issue now for over 24 hours and still have no resolve. I am shocked and appalled at the way I have been treated by multiple members of the "customer service" team.

I want to be able to walk away from this company, never to return. While we have had some amazing doctors who have helped in many ways, I am so frustrated that I have never experienced being charged for animals cancellation. I have cancelled before with no issues or money due - until now.