Banfield Pet Hospital Overbilling, ignoring request to refund after admitting overbilling ripoff Plano Texas

On March 30, 2006 I visited Banfield Animal Hospital in Plano, TX (East Plano 0179) for annual vaccinations for my two dogs, Karly and Cinnamon. Banfield Invoice # 9220. I discussed with the cashier before services, which immunization my dogs needed. The 3 immunizations of Corona, Distempter Parvo, and Rabies were agreed upon for the 2 dogs. The immunizations were given.

I paid for the service with my credit card and asked for the itemized bill, considering how $361.22 seemed expensive for 3 simple immunization for 2 small dogs. They only print and give the itemized bill after payment.

On the bill, I saw that they charged me $361.22 for all possible immunizations (a long list) and tests such as intestinal parasite fecal exam and heartworm test. No blood or fecal tests were ever performed, nor were the long list of other possible immunizations on the charged invoice. I noted to the cashier that they automatically charged me for all services possible, but only gave the 3 that I asked for.

The representative said he would credit it back to my card. I waited and insisted he do that while I am there, in person, and not at some arbitrarily convenient time in the distant future. Then he said he would credit the overbilled amount of $223.44 to my card. When he went to credit the amount, he said he could not credit it without corporate approval, which required a form to be faxed. He said he would do that later.

I stayed and insisted that I be given a copy of such form for my own records. He then began to fill the refund form. He called the corporate office in my presence and told me that it would take 4 to 6 weeks to credit the overbilled $223.44 which was able to be charged to me immediately without corporate approval.

The office manager is Norm Harris. The next day after the visit, I was called by 2 separate representatives from the office to explain/discuss the refund process for such overbilling. I have waited patiently now for over 8 weeks for this $223.44 refund, which they never mailed to me as a check, or credited to my card.

I called after 4 weeks, and was told it takes 4 to 6 weeks. Now after 8 weeks, I have not seen the refund. I called on 5-26-06 and was again told that someone would call the corporate office, and call me back. They never did.

They have not refunded the overbilling. 30 days is considered usual and customary for a refund at maximum, considering it requires less than 1 minute to refund the amount to my credit card. I was patient to accept the possible 6-week delay for the refund. Now it is over 8 weeks, to refund this clearly overbilled amount, which for any other business is a matter of less than a minute to refund. I was overbilled, clearly, and when I noted this overbilling, I was never refunded the amount. It is over 8 weeks I have waited.

Now it is the usual corporate runaround, where I have to explain the whole thing again on the phone, they will call corporate, I never hear back each time, the same person I explained it to only days ago acts as if they never hear the story, etc.

Where is my money? Why this runaroud?

Michael
Galveston, Texas
U.S.A.