Banfield Pet Hospital

"Very friendly staff willing to assist and show you around."

"Very friendly staff willing to assist and show you around."

"Banfield is a scam of incompetence and negligence. Phones are almost never answered, any questions or coordination you leave in the hands of the front desk is not relayed or handled correctly, and weekend/after hours voicemails are not returned. We had no response for 5 days to an evolving medical situation that resulted in our dog's death. And previously had a critical pharmaceutical refill nearly botched, and timeline missed, due to the front desk staff not taking notes, and not executing tasks they said they would, you know, their job. Banfield's negligent management directly led to our dog's death and now, after all of this, Banfield has the audacity to tell us we still owe the remaining monthly charges on our plan... for our now deceased dog. Really appalling. BACKGROUND - Our dog was very ill, we cannot instantly go to a Pet Hospital for every health scare because, who can? A minimum bill for an ER visit tends to be over $1,000. So we do what most reasonable people do who pay a monthly rate to have constant access to a vet... we tried to go through that service, Banfield, first to get feedback and guidance on what to do, hopefully for much less than a Pet ER. After 5 days, Banfield did not return a single call. We called, left messages, dozens of times, and got nothing. After day 5, our dog's condition precipitously worsened and we went to the ER. At that point it was too late and we had to make the terrible decision to put him down. Our best friend. This is after our last visit to a pet ER in June, when afterwards, the front desk staff at this Banfield almost killed out dog through complete incompetence. We took our dog to the ER after he seemed to experience a severe seizure. An overnight at the Pet hospital and $1800 later (well spent at the time given they were able to help him) our dog was prescribed anti-seizure meds that he was required to stay on, otherwise the withdrawal could cause severe consequences. We were given a 7 day prescription with the understanding that we would set up the subsequent refills with our own vet. We called Banfield to notify them on Day 3 (After a weekend) and the front desk took notes saying they would coordinate with the Pet hospital to ensure the prescription was ready. On Day 4 I called and they had no record of the notes. So we re-initiated the process. Day 5 rolls around and the same thing happens again, no coordination. We finally get someone to say they will do it right after they get off the phone. They call us right back and say that our pharmacy doesn't carry that drug. They they asked us to call around to find a pharmacy that would. So we did their job for them and found a pharmacy (the medicine prescribed is one of the most common anti-seizure medication son the market, so the fact that Banfield do not have alternatives for this issue was puzzling). We relayed the pharmacy information and then they still did NOT call it in to the CVS. Day 6, we're on the last doses of this drug, and I call and tell Banfield what they need to do, immediately, and they finally do it. Something that should have taken a few minutes was dragged out over 3 days, threatened our dogs health, with over a dozen calls because the front desk staff at this location are absolutely incompetent and irresponsible. Banfield staff, here's a quick lesson on doing your job: -Pick up phones -Take notes -Do things you say you're going to do And before you try to defend yourself with the "understaffed" excuse. Don't, that's your fault, not the consumer's. If you don't have enough staff for the amount of calls and patients you have... then STOP taking patients. It's that simple. Movie theaters don't sell more tickets than they have seats.... and vets should not overextend themselves if they cannot live up to the obligations, ESPECIALLY when we're paying a monthly service charge. I'd rather drive 10, 20, 30 extra minutes to a location that communicates / is not understaffed. This is on you Banfield. Do not try to trot around your weak staffing excuse."

"Banfield is a scam of incompetence and negligence. Phones are almost never answered, any questions or coordination you leave in the hands of the front desk is not relayed or handled correctly, and weekend/after hours voicemails are not returned. We had no response for 5 days to an evolving medical situation that resulted in our dog's death. And previously had a critical pharmaceutical refill nearly botched, and timeline missed, due to the front desk staff not taking notes, and not executing tasks they said they would, you know, their job. Banfield's negligent management directly led to our dog's death and now, after all of this, Banfield has the audacity to tell us we still owe the remaining monthly charges on our plan... for our now deceased dog. Really appalling. BACKGROUND - Our dog was very ill, we cannot instantly go to a Pet Hospital for every health scare because, who can? A minimum bill for an ER visit tends to be over $1,000. So we do what most reasonable people do who pay a monthly rate to have constant access to a vet... we tried to go through that service, Banfield, first to get feedback and guidance on what to do, hopefully for much less than a Pet ER. After 5 days, Banfield did not return a single call. We called, left messages, dozens of times, and got nothing. After day 5, our dog's condition precipitously worsened and we went to the ER. At that point it was too late and we had to make the terrible decision to put him down. Our best friend. This is after our last visit to a pet ER in June, when afterwards, the front desk staff at this Banfield almost killed out dog through complete incompetence. We took our dog to the ER after he seemed to experience a severe seizure. An overnight at the Pet hospital and $1800 later (well spent at the time given they were able to help him) our dog was prescribed anti-seizure meds that he was required to stay on, otherwise the withdrawal could cause severe consequences. We were given a 7 day prescription with the understanding that we would set up the subsequent refills with our own vet. We called Banfield to notify them on Day 3 (After a weekend) and the front desk took notes saying they would coordinate with the Pet hospital to ensure the prescription was ready. On Day 4 I called and they had no record of the notes. So we re-initiated the process. Day 5 rolls around and the same thing happens again, no coordination. We finally get someone to say they will do it right after they get off the phone. They call us right back and say that our pharmacy doesn't carry that drug. They they asked us to call around to find a pharmacy that would. So we did their job for them and found a pharmacy (the medicine prescribed is one of the most common anti-seizure medication son the market, so the fact that Banfield do not have alternatives for this issue was puzzling). We relayed the pharmacy information and then they still did NOT call it in to the CVS. Day 6, we're on the last doses of this drug, and I call and tell Banfield what they need to do, immediately, and they finally do it. Something that should have taken a few minutes was dragged out over 3 days, threatened our dogs health, with over a dozen calls because the front desk staff at this location are absolutely incompetent and irresponsible. Banfield staff, here's a quick lesson on doing your job: -Pick up phones -Take notes -Do things you say you're going to do And before you try to defend yourself with the "understaffed" excuse. Don't, that's your fault, not the consumer's. If you don't have enough staff for the amount of calls and patients you have... then STOP taking patients. It's that simple. Movie theaters don't sell more tickets than they have seats.... and vets should not overextend themselves if they cannot live up to the obligations, ESPECIALLY when we're paying a monthly service charge. I'd rather drive 10, 20, 30 extra minutes to a location that communicates / is not understaffed. This is on you Banfield. Do not try to trot around your weak staffing excuse."

"Everyone has been very nice and prompt previously, however I just witnessed a disturbing incident where a receptionist kept raising her voice and being very unnecessarily snappy at a lady who was checking in her dog. The receptionist was slow to understand the issues and kept asking the same questions, but began raising her voice at the lady checking in multiple times. It was very frustrating to see someone get yelled at for the receptionist’s own misunderstandings and the people in line with me seemed to feel uncomfortable as well. I worry because this woman is a part of the team who takes care of our dogs and if she cannot exercise basic patience, then what does she do when their owners or no one is around? I heard the receptionist’s name was Stacy and I will be taking my pet to a different location from now on."

"Everyone has been very nice and prompt previously, however I just witnessed a disturbing incident where a receptionist kept raising her voice and being very unnecessarily snappy at a lady who was checking in her dog. The receptionist was slow to understand the issues and kept asking the same questions, but began raising her voice at the lady checking in multiple times. It was very frustrating to see someone get yelled at for the receptionist’s own misunderstandings and the people in line with me seemed to feel uncomfortable as well. I worry because this woman is a part of the team who takes care of our dogs and if she cannot exercise basic patience, then what does she do when their owners or no one is around? I heard the receptionist’s name was Stacy and I will be taking my pet to a different location from now on."

"Brought my dog here for many years. The wellness plans help save some money in the long run but the sacrifice you take is quality of care. Limited options for staying at the visit with your pet- most appointments are drop off for many hours, not sure why that was able such a difficult thing to accommodate especially with senior dogs that you want to prioritize reduced stress. I ended up switching vets when the options I was given for my senior dog were all measures / interventions with a cardiology or euthanasia - really only 2 extreme options with no reasonable middle choice. Thought my dog was going to die after that appointment but was given 7 more months of joyous life after getting a second opinion at Caring Hands in centerville. Ok option if you need to save some money, but long term / end of life care- don’t recommend."

"Brought my dog here for many years. The wellness plans help save some money in the long run but the sacrifice you take is quality of care. Limited options for staying at the visit with your pet- most appointments are drop off for many hours, not sure why that was able such a difficult thing to accommodate especially with senior dogs that you want to prioritize reduced stress. I ended up switching vets when the options I was given for my senior dog were all measures / interventions with a cardiology or euthanasia - really only 2 extreme options with no reasonable middle choice. Thought my dog was going to die after that appointment but was given 7 more months of joyous life after getting a second opinion at Caring Hands in centerville. Ok option if you need to save some money, but long term / end of life care- don’t recommend."

"I’ve been going here since I first got my puppy three years ago! Dr. Yanovich has been my dog’s doctor since he was 8 weeks old and she has always been the best! Very informative, friendly, listens to your concerns, and explains everything well. This location is 30 minutes away from me and I have tried several local Banfield locations, but this one has been my favorite by far."

"I’ve been going here since I first got my puppy three years ago! Dr. Yanovich has been my dog’s doctor since he was 8 weeks old and she has always been the best! Very informative, friendly, listens to your concerns, and explains everything well. This location is 30 minutes away from me and I have tried several local Banfield locations, but this one has been my favorite by far."