Banfield Pet Hospital

"Dr Ortize at this location is horrible!!! I was a Banfieild insurance owner for 15 years so I told my daughter who has a dog to start the insurance. She signed up for the insurance on line and made an appointment online with Dr Ortiz for 11:00 today. She showed up and then Dr Ortiz wouldn’t even come out of the break room to talk to her. She told the receptionist to tell my daughter to go to an urgent care instead because she’s done for the day! And my daughter’s appointment wasn’t showing up on her computer. I understand there might have been a glitch. But Really???!! The dog was sick and in need of being seen, Dr IOrtiz. Didn’t even offer to make another appointment at another Banfiekd location. My daughter called one up the street and got right in. I’m sorry Dr Ortiz couldn’t leave her lunch for 5 minutes"

"Have been frustrated with the company for a few years, and have finally decided to take our pets elsewhere. We understood they had to change procedures during COVID and introduce a "drop off" system, but several times our pet was left in a cage for several hours before he was seen, and then sent home without being seen because he behaved too aggressively when he was taken out for his appointment. Of course he behaved aggressively, he was scared from being in a cage in a strange place for multiple hours. We felt like the drop off system allowed them to squeeze in as many pets as possible in a day, but was not a great system for the pets themselves. We were further frustrated because we signed up for a first year kitten wellness program, and were not told it auto renews annually. To be fair it was in the contract, but it should have been communicated more clearly. Why would you expect a first year kitten wellness program to extend past the first year. When we realized we were repeatedly being charged we called in to cancel. The person we spoke to at the office could not address the request but gave us the wellness plan number to call and cancel. He assured us we'd be able to get a refund for the months we'd been charged unknowingly. We called wellness plan number, and were put on a call back list because of high wait times. We were never called back. We tried again a week or so later, but were denied cancellation because my husband was the one who signed the wellness plan contract, and they said he would need to call in instead of me. Even though both of our names were on the account as pet owners. He interrupted his work day to call back, and they cancelled the plan but said we could not receive a refund because I had called earlier. Their explanation for why this was the case made no sense. For us that was the last straw. The actual staff at the office seem fine, but the company has so many policies to nickel and dime and squeeze out as much profit as possible. I would much rather support a smaller practice than one that introduces this much red tape to trying to care for your pets."

"My vet tech today Ortiz and the receptionist wanda were fantastic and helped care for my dog perfectly. Great staff thank you"

"If you want to feel like you’re being extorted this is the place for you. For a follow up booster for my dog cost me $116. They had my dog for 38 minutes (I timed it on my phone). They charged me $65 for an “office visit and physical exam” even though my dog was there just three weeks before. Then $45 for a booster shot and another $5 for “waste disposal” whatever that means. When asked why I had to pay for for another office visit and physical exam, things the lady behind the counter said “to make sure your dog is healthy enough for the shot”. I.E we need to see if we can charge you more money."

"Booked an appointment online and received a confirmation that my appointment was set and ready to go. I called ahead of time to confirm the price estimate for my visit and the clerk informed me that online appointments aren't actually appointments but simply requests (never mind the email that says your appointment is booked). She said the appointment I was supposed to go to today wasn't actually valid, but if I could come in and drop my dog off they'd get around to giving him his vaccines within 3 or so hours. I ended up canceling my "not appointment" because being locked in a cage gives my dog anxiety. If I hadn't called, I would have assumed the appointment confirmation was valid and showed up only to be told I didn't have one. If these "appointments" aren't actually appointments, their website needs to indicate that. They also shouldn't be sending out emails confirming the appointments that don't exist."