Banfield Pet Hospital

We used to love Banfield. We've gone to both the east and west side for 7 years now but we're officially transferring all 4 pets elsewhere. The final straw came when I ordered flea, tick, and heartworm prevention through Petco and had the Rx sent to Banfield back in mid January. Petco never heard from them and the order was cancelled so I submitted a request through Banfield's website and after days still hadn't heard anything. Called and left a voicemail, no response. Called again and finally got someone who put me on hold only to come back and say the Rx was denied because he needs to be tested for heartworm first. Fine, I make a drop off appointment. They leave me a voicemail the day before saying he will likely be there all day because they have surgery all day and if I want a non surgery day I can call and reschedule. I've already taken the day off to drive down as we live over an hour away so I'm not rescheduling. Day of, it's now February 21st, and it'll be $110 just for them to approve the Rx I've been waiting on for a month. Nothing but a money grab. Stay tuned to see how long he sits there for. Edit to add: He was surprisingly only there for 4 hours but it cost $130 (because of an office visit I neither wanted nor needed). It is now Thursday and they have yet to approve the Rx which was the entire reason we went on Friday. My husband has already called once and they said to call back if we didn't hear anything in 2 days. This is absolutely ridiculous.

Make appointment two weeks in advance. Confirm appointment day before via their text message. Receive phone call confirming appointment day before, leaves message asking me to bring my dog in earlier than my scheduled time. Return phone call, immediately placed on hold for 8 minutes, I hang up and do not attempt to call back again. Take next day off work for appointment. Walk through doors 8:20am. "I was just calling you to tell you we're closed today. You'll need to reschedule and we're a week out. We can call you if someone else cancels their appointment before then though." No thanks, I'm never coming back to any of your locations ever again. The west side one is super disorganized and under staffed too. Not worth it.

After 10 years of coming to Banfield we are done. This week was the last straw. Took our two cats in on Wednesday. Dropped them off at 9:15 AM. Had to call them around 5pm to figure out what was going on and when they would be ready. Not normal. Come to pick them up and have to wait 15 minutes. Not a big deal. Come today, Friday, I take our dog in. Drop her off at 9:15AM. 4:30pm comes and no updates so I call them. I’m told she’ll be ready around 5:30pm and to come then. I arrive at 5:30pm but proceed to wait 45 minutes before I talk to anyone. Come to find out our dog has not been seen. They need another hour with her or I have to bring her back another day. Okay, that’s frustrating but I elect to wait. I run an errand and come back 1hr 15 min later. Proceed to wait in the lobby for nearly an hour before anyone even acknowledges me (I’m at the front of the line waiting). Told she’s still not ready and need to wait longer……Oh and my dog has not been taken potty all day because they had no time. What is the point of having a drop off and pick up routine if you can’t do routine check and vaccines? And the absolute lack of acknowledgement while waiting 2 hours total is wild. They wasted my entire evening (I had to cancel my plans) and wasted my dogs entire day locked in a kennel and unable to pee (which I’m more pissed about). We’ve had issues in the past but never to this extent. I’m afraid enough is enough. The click used to be excellent a couple years ago but it’s an absolute mess now. Keep away!!

East Banfield Pet Hospital has been where we have taken our Chocolate Lab since we were blessed to have him join our family (over 3 years ago). The staff know him by name when we walk through the door with or without an appointment. The love and care they show him is amazing to see end witness. Our lab is quite hyper and they don’t get frustrated with him. They work with him and know his behaviors. Since our lab has anxiety when we would drop him off for his appointments, the staff recognized this and his appointments are now in and out appointments. The staff are kind, knowledgeable, and helpful. There is so much good about this location. They offer wellness plans (not insurance) which helps with costs as well as plans for Simparica Trio. It is easier for me to pay monthly than pay all upfront. I could go on and on. Thank you to all the AMAZING staff at East Banfield Pet Hospital!!! We appreciate EVERYTHING you do!!! Thank you for loving our 90lb lab lap dog pup!!! 5 stars for the East Madison location. The stars have nothing to do with any other location. Please note: West Madison location we had a bad experience there and will not take him back to that location. With his anxiety, he had an accident in his kennel and they sent him home with us (in the car) with feces all over him. Yes, we gave him a bath when we got home & a cleaning of my car.

You guys are incredibly kind and we love the way you love our flurry babies 🫶Mia &Milan Thanks for such a great care & support .