Banfield Pet Hospital

"The staff is very nice and I’m always happy with the service so I’m still giving 4 stars but somehow it is impossible to reach the front desk. You have to carve out at least an hour of your day if you want to call in about anything. You’re immediately placed on hold without anyone even asking why you’re calling and then you sit on hold for over 10 minutes each time. I’ve been on hold much longer than this in the past (and called a liar when I pointed it out). When you hang up and try to call again because you think they may have forgotten about you, the same thing repeats itself. It is a problem that should be addressed. The pharmacy had to call them about my pet’s prescription and couldn’t get through either. Now my pet who’s sick has to wait who knows how long on medication because the pharmacy can’t get through and they closed before they could reach anyone. It’s irresponsible and dangerous. Also very frustrating."

"I can no longer recommend or think to bring my pet here after over 13 years visiting this location. My dog was returned to me following a drop-off dental procedure with bruises all over her torso (see photos) and smelling like other dog’s urine with no explanation or follow up from the staff as to what happened to her. On the day of her appointment, I did not hear from the staff or vet as to the condition or pick-up status of my pet following her procedure. I called the front desk multiple times, and as other reviews have mentioned, it’s hard to get anybody at the front desk to pick up and when they do they immediately place you on a long hold. I found it bizarre that I did not hear from anybody on her condition, so I made my way over there since it was getting dark and I couldn’t get in touch with anybody at the front. While I was on my way there, I received a phone call asking me if I was picking up my pet because they were closing soon. Bewildered, l explained that I’ve been trying to reach out and haven’t heard from anybody on her or her condition. Shortly after I arrived was when it was hastily explained by the vet that they found concerns in my pet’s bloodwork. Instead of being able to have a conversation to process what the results of her bloodwork meant and come up with a long-term plan of action, I was being spoken to in between two other appointments, so the interaction , while polite, was brief and resulted in being quickly sold a medication that felt like a shot in the dark. I was then scheduled for a follow up (another drop off, no thanks!) for a month away. My family and I have been Banfield members for over 15 years. We brought my first dog here up until they helped her cross over the rainbow bridge at age 18. Unfortunately, as the service level at Banfield has declined significantly: constantly overbooked, you can barely get an in-room appointment (it almost feels discouraged) and there’s so much vet tech turnover that personalized service is no longer available. With the vet team so overbooked and clearly overwhelmed , it’s hard to imagine that I could leave my pet in their hands and trust in the care. I will no longer be renewing my membership contract and plan to go to a local vet for more personalized care."

"First off I want to say thank you to the ladies at Banfield. You guys truly made the process of helping my dog cross over the rainbow bridge a truly special one. Thank you for receiving my phone call and being patient with me. Thank you for finding time to accommodate us through this difficult time. And overall thank you for being so caring and supportive throughout this process. It’ll truly be something I’ll carry in my heart as everyone treated my family and I, especially my best friend, with the utmost respect. Thank you again."

"The phone call experience is absolutely horrendous here. I have a complicated situation with my dog and have to call whenever I need to make an appointment but dread it each time because I will always be on hold for nearly 20 minutes if not longer. I also have not been able to have an in-person appointment with either of my pets since they changed over to drop-offs during COVID, which has become difficult now that I live 30 minutes away. The staff are often very friendly and super helpful so absolutely nothing bad to say about them! However they are clearly understaffed and need more support or a new phone system with people dedicated to scheduling appointments."

"I've had the banfield plan for over two years now. I spend $1300/year on that and it's worth it if you can actually ever get an appointment there. I haven't ever had an in office appointment and my dogs have had to go to other vets in emergency situation and cost me tons of money on top of the plan here because they are so understaffed or something. When the doctor does look he does great but honestly they are too understaffed to serve as needed. My dogs need me to go in with them they have anxiety and that will never happen here If you want to pay for something you may not use or may cause issues with your anxious dog go here. You'll leave your dog eight hours in a kennel where you may or may not know if they ever got a potty break. In the kennel there's barking dogs all day. So for anxious dogs good luck! Just had a medical emergency and they did not get to see him again for the second emergency situation during business hours on a weekday. Don't go here is my suggestion unfortunately because the corporation I guess doesn't value staff they can't keep enough employees maybe."