Business ProfileforBanfield Pet Hospital

We have used Banfield services for almost 25 years on 3 separate pets. We recently lost our dog Jazzy on 10/2/24 and she was on one of their wellness plans. When you use the services with the wellness plan they give you a cost you need to pay on that visit and your "savings" due to being on the wellness plan. We didn't find out until after Jazzy passed that the "savings" during the contract year for the wellness plan is actually due even if the cancellation of the plan is due to the death of the pet. This is offset by the monthly plan premiums paid to this point in the contract year. When this was recognized, we asked for a detailed accounting and still have yet to receive one. As we started going through this with the "live chat" agents and the amount due changed a couple of times as we discussed what Jazzy really used from May to October at the end we were told the final amount was about $68. We tried the live chat agent the next day to better understand the amount due and how it kept "shifting" the day before, along with not seeing a detailed accounting of the amount due. At this point we had taken the three invoices given and subtracted out the amount paid, coming to around the original amount due from the day before $266. We still have no idea what all went into the detailed accounting of the amount due, which is now (as of 10/23) $71.97. This is now a fourth number.We don't mind paying for services preformed, but at this point we have been given 4 separate amounts and asked for the detailed billing at least two times. Also, we keep on being told that our family is in "their thoughts due to the loss of Jazzy" yet we are being shown no compassion or answers to direct questions about the billing piece. After 25 years of "membership" and over 12 years with Jazzy herself, we just expected to be more than "just a number".