Banfield Pet Hospital 2024 Lombard Street, San Francisco, CA 94123

"Vet techs: 5 stars, sweet, thorough, do a good job with the pets Optimum wellness plan (active care): 1 star, is a scam (so many hidden fees & admin costs) I was nickel-and-dimed on everything, despite being on an Optimum Wellness plan. A few things that the website or paperwork said were covered but weren't fully covered: - Dental cleaning procedure (didn't cover the tests that are required to perform the anesthesia, like the cardiopet or xrays to determine the actual tooth health and if extractions are needed, and didn't cover things like anti-nausea medication for post anesthesia or dental sealants) - Interstate health/travel certificates (again, supposed to be covered, but wasn't mentioned when I signed the documents that that doesn't include a $150 administrative fee to perform the health exam) Office experience: 2 stars - Check in and check out each took over 30 mins while we waited for somebody who could take my cat in or bring her out (even though we were on time for our appointment and on time for pick up). What was crazy was we got a call that she was ready for pickup, and upon arrival 10 mins later, they were in the middle of a surgery so I had to wait for the surgery of another pet to finish before someone was available to bring her out. They're clearly understaffed. - Next, half way home, we realized they didn't even put her collar back on, or place it in her carrier, so we had to go back to pick that up - Finally, 30 mins after we got home, we get a call from the office saying they sent us home with the wrong health certificate papers (the ones they sent me home with were apparently not signed by the vet yet, so they weren't legally binding) and I had to go back a third time to pick those up just before our flight out"

"It’s like home away from home for my puppy. The staff loves all their puppy patients like family."

"I absolutely would NOT recommend Banfield Pet Hospital - Marina location. The services provided were very disappointing and they were extremely negligent addressing concerns. They did not show an ounce of care for the client (me) or pet. From the front desk, to the technicians, to the veterinarian— regardless of their tenure and credentials, all staff members were incompetent, and should be reevaluated by Banfield upper management."

"I've been with these guys a year now and rarely had any good experiences. I scheduled a checkup for my cat today (3 weeks out) and paid $30 to lyft there just for the office to be closed with no heads up. I didn't get the appointment auto rescheduled or even a voicemail saying they're closed for the day. What a waste of time and money. And previously I had a suspicion my cat had a cold since she was sneezing a bunch. Brought her in and they said there was no issues, didn't even run any tests. After another week of sneezing I had to insist on the panel of tests before they could confirm she had a cold. Had to pay twice too for the "doctors time". I'll be switching vets, don't go here"

"The level of incompetence of front desk staff is really remarkable. Getting virtually anything done with them is a painstaking task. You are continually put on hold, there are long delays and they seemingly forget you’re even on Hold. Recently they have developed a new habit of just putting you straight to hold without even answering. I was on hold for 45 minutes before giving up. They don’t even acknowledge the fact that you were put on hold or apologize for the wait, are just emotionless and direct. The vets are great here and until recently this was a great office, but it’s incredibly frustrating to need to get info on a sick pet and not be able to get through. At this point I’d gladly pay more money to go to a vet who’s front office actually cares for their customers."