Banfield Pet Hospital

We had scheduled an appt online for 12:00pm on 11/11/24 in room for a possible ear infection. When we arrived to our appt we were told that our in-room appt was actually a drop-off appt. When we told the receptionist that we scheduled it as in-room appt she began to argue with us saying that that means drop-off. I was pretty upset as she continued to tell me In-Room means drop off. Despite there being options for In-room and drop-off. And our confirmation also stated it was an in-room appt. I explained that we would never have agreed to a drop-off appt due to our dog’s anxiety. She then says rudely that “they tried to call” when we never received a phone call NOR a voicemail regarding our appt. And I did verify that our number WAS correct in the system. After telling her we were not comfortable dropping him off we were told we could either leave and go to another location or we could come back at 4pm. But we live over an hour away so that was not something we could do. On top of arguing with us about our appt she also began lying to us. She was lying by saying all doctors and all technicians were busy in surgery. And no one was available to see us for our appt. But 15 minutes later she was loading up a client in room for THEIR in-room appt. She continued going back and forth arguing and lying about things. Also going as far as saying that technicians do not do dental cleanings, which I know is another lie because I’m a retired CVT of ten years. And I have done hundreds of cleanings myself. I’ve also worked with professionals that came from banfield where they also had performed many dental cleanings. But after demanding to still be seen since we had an appt, we were finally put in a room where she said it would take over an hour before anyone would come to talk to us. When I tried to talked to her about this she shut the door in my face. Luckily we were seen 12 minutes later and our appt started without any issues. The technician and DVM were awesome and I really appreciate them being so kind and helpful. I have no issues waiting and I also understand scheduling errors as I’ve worked in the field prior. My issue lies with the lying and the lack of ownership to THEIR scheduling error. I also did not like the combative behavior from the receptionist. Moving forward being upfront and honest goes a long way when dealing with clients and clinical errors. I would have been completely ok with waiting hours if it would have been communicated that they made an error and were willing to work us in. Rather than deflecting and not taking ANY ownership to their scheduling issues. Also how and I suppose to entrust you with my pet when the staff is lying and refuses to take any responsibility for errors? Please have a talk with your receptionist and make sure they have proper training in customer service and how to properly resolve issues. Thanks ❤️

Viola was great in helping arrange a refill of medicine at a Banfield close to home. We do vet appointments at this location because we love Dr. Jarrod Butler but it's pretty far away so it's nice to be able to pick up meds closer to home. Thank you Viola and Dr. Butler for getting my old puppy what he needs to feel better. I know he's a really complicated case and I appreciate you guys not giving up on him! Thank you very much!!!

I wouldn’t recommend this vet due to their negligence The front desk staff and intake nurses were always kind However my dog was diagnosed with mast cell cancer last year along with other symptoms that the vet Dr. Butler cavalierly claimed was “the best type of cancer to have”. Another Banfield removed the mast and said she had clear margins - under their guidance I assumed she was going to be okay with no further treatment. Unbeknownst to me, we should’ve been referred to an oncologist at the get go as these tumors are tricky and require specific treatment to be ongoing (Benadryl and Tagamet) even after tumors are removed. Banfield surgeons and vets are not equipped nor knowledgeable enough to claim dogs cancer free. Not only that, but the Banfield in East Mesa called me on the operating table to ask which lump/bump to remove as she also had a fatty lipoma (which I now believe was a mast cell or hiding a second mast cell all along) It wasn’t until August of this year I discovered another lump, in the location near her fatty lipoma. The ER diagnosed as another mast cell tumor I took her to Dr. Butler multiple times and he dismissed her symptoms as “degranulation” episodes and never seemed too concerned. The symptoms included randomly passing out, fainting, heavy breathing, tremoring in pain, edema, pale gums, and massive swelling of her tumor to the size of a cantaloupe. Only then did he refer her to an oncologist but at that point the tumor was too large and she was too symptomatic for me to want to put her through another surgery and chemo at her age of 13. On her final week I sent him a video of my girl seemingly in severe pain and he was very non-challant and unconcerned about her condition- it was only my prompting to ask for pain medication did he acquiesce (meanwhile the ER vets told me she should’ve had pain meds on hand for these degranulation episodes and been on steroids to manage the size and swelling of her tumor which he was unconcerned about). They were shocked her family vet, Dr. Butler had not already done so. I had to put my dog down the next day (under direction from the ER vets) after Butler agreed to give her pain meds (which he never followed up with me on to actually prescribe) I was upset enough- but when I called to tell Banfield the news about Sophie I was never connected to the vet, Dr. Butler for a final debrief or condolences. I thought maybe when I pick up her ashes from Banfield he would come and say his condolences. No, not a word from her vet to me after all of this. Chewy company even sent a bouquet apologizing for my loss, but the family vet was cold, dismissive, cavalier and neglectful to the bitter end. While I thought Butler was somewhat helpful throughout, it became apparent to me through the guidance of various ER vets that saw my dog suffering on multiple incidents that he is either ignorant or okay with letting his patients suffer. I regret trusting him. —-Edit/Addition—- It’s been +2 weeks since I provided my contact info to the “Banfield [doesn’t] care” team (see their comment below) and they replied “someone from the field office will follow up” and no one has. Again, another haphazard approach towards their customers

Dr. Butler is the best! My German Shepherd dislikes everybody but Dr. B and his excellent staff somehow manage him. They even say he's a good boy even when I know he's trouble. My dog is my family so I appreciate them treating him like he's their family too!

They always take such good care of my dog. Their wellness plans are affordable & convenient for me.