Banfield Pet Hospital

I had an upsetting experience here for the first time in the 2.5 years of coming here. I understand Saturdays can be busy, but taking 6 hours for a simple comprehensive exam is completely unacceptable. I called after 3 hours to check on my dog, and was told the doctor would call me soon with the results. After another hour with no update, I called again and was told my dog hadn't even been seen by the vet only the vet techs, and that I'd have to wait another hour. I waited that hour, but still heard nothing, so I went to pick him up myself. They brought him out after about 10 minutes, and the doctor gave me the results then. Suggesting also to give him a sedative for the next visit because my dog was super anxious. But what other dog wouldn’t be anxious after waiting 5 hours for a regular check up and had never received this suggestion prior to this visit. No communication or updates throughout the entire process, and it felt like I was completely left in the dark. I expected much better care and communication, especially after having no prior complaints and a place with such a good reputation.

My mom and I brought in our dear boy, Si for a nail cutting, vaccinations, bloodworm, general checkup. He is at least a ten year old cat who has been to a vet only once some years ago--- so this was a big deal. We were both incredibly impressed with receptionist Alexa's sweet and calm demeanor, thorough explanation of care plans, concise communication, and what we observed as her navigating/multitasking other clients checkouts while also answering phones as we waited. She was not only amazing with us but everyone else as well. Dr. Sarah was incredibly thorough- covering every detail of Si's bill of health and care plan. He was calm throughout the whole process which is such a great indicator of people who are obviously excellent at what they do. Would highly recommend Dr. Sarah and will be returning in the future.

We. Are so lucky to live so close and to have such caring and compassionate people. They took such great care of not only our Dog but also my daughter and myself

I have been a customer for over 15 years and have had no problems up until now. My dog was neutered on Friday and was told everything went well, stitches were good, and to take an anti inflammatory. My Husband and I took shifts on Saturday, we were both home Sunday, and on Monday again we took shifts and I noticed his scrotum was enlarged and very red! By Tuesday morning, it was bigger than the size of a golf ball which is quite large for a 22 lb dog. The Deer Park hospital was able to get me in later that day to see what was going on; I was very grateful. The dr at that time diagnosed it as scrotum hematoma and proceeded to give me an anti inflammatory, antibiotic and an anti anxiety pill to calm him down so he didn’t run or jump. The dr called me later and said he should have 2 weeks of antibiotics and not one as a colleague recommended that. She said to pick it up by the end of the week. So, on Wednesday I was home with him all day and he was mainly resting. On Wednesday night, he started crying around 11pm. My husband and I took turns watching him and trying to get him to sleep. He finally fell asleep around 2am and then was up at 5:30am. My husband noticed a white/red blood substance on our sheets. He was literally dripping blood. I used the Banfield app to book him a drop off appointment at 8:15am and then also used the chat to see if they had any recommendations. They basically told me to put a warm compress on the area and to wait until we could take him in at 8:15. My husband took him there and gave them the details of the situation and left him there. I received a follow up call from Dr. Park who by the way has ZERO people skills. She said he needs to be on a steroid and to stop the anti inflammatory because he doesn’t have scrotum hematoma and she rattled off some other name of what he was diagnosed with by her. She then said she was going to send out the fluid sample to the lab and it was going to cost $290! And, then she was going to issue him a steroid instead. So, I go to pick him up….mind you he’s still bleeding at this time because they didn’t want to stitch it up for whatever reason. The front desk girl who doesn’t smile ever told me the total and I told her I am not paying for the lab— I said she can send the sample but I’m not paying for it! She then went to ask the Dr about it and said she couldn’t approve covering the cost of the test. I said again, send the sample in but I’m not paying for it. She said let me call the mgr. she must have been “calling” her for 10+ minutes before they asked me to step into a room. They brought my dog back to me. The girl said someone will be with you shortly. About 10 minutes later, a lady walked into the room and just started talking….I stopped her and said “who are you?” She replied “oh, I’m Dr Park. How are you today?” I was so taken aback! No manners whatsoever. She then explained that she talked to her mgr and said she couldn’t cover the cost of the test because she didn’t have authority to do so. She said her mgr was going to be there on Saturday and wanted me to come back so she could evaluate my dog! Really???? Come back again? I had been there 3 times in 6 days and wanted to see me again! NO WAY!!!! My time is valuable and frankly I doubt they will cover it because they take no responsibility for their mistakes! They accused our other dogs licking him who’d DID NOT happen. I really question the level of knowledge and expertise these doctors have! One said he had one diagnosis and prescribed certain meds and the other said he had something different and prescribed different medications. Meanwhile, I just want my dog healthy and not in pain! I’ve gotten about 3 hrs of sleep every night since Friday night, I’ve called off of work for 4 days,…need I say more?! I’m exhausted! Now, I’m waiting for the mgr Amanda to call me! We will see how that goes. I’m am usually a very calm person but I’m very frustrated with how this situation has been handled. I’d love to Speak to Amanda- let’s see if she call !

I have been going to Banfield in Vernon Hills and paid monthly for the Optimal Wellness plan all 10 years. Recently I switched from the Vernon Hills location because my favorite doctor was covering at Kildeer and it's closer to me now. Kildeer is incredibly disorganized. I called because my dog is not eating and is isolating. When I got to the appointment Tuesday I learned they scheduled the appointment with a tech for a vaccine. I explained repeatedly that I was told I'd see a doctor and was there almost 2 hours but they let me see a doctor.. and the new doctor I saw didn't seem to really address the issue... she changed his joint suoplement to a different brand... he won't eat them, how does that help me!? Before leaving I asked for his actual vaccine appointment on Saturday (today) to be kept and to see a doctor. I was reassured by staff the appointment was with a doctor not a tech. Today I came and same thing- told he wasn't scheduled with a doctor and no doctors are available. This time even though I was willing to wait, they refused to let me see a doctor. "We don't have time." I am so distraught and angry a place I trusted to care for my dog could be this neglectful and heartless. I'm hoping Vernon Hills can help but they have no in person visits soon enough.. two thirds of the day they only do drop offs now, so I cant even see a vet before work despite starting at 12pm. I used to really like Banfield. Very sad and worried about my dog... I trusted this vet for over 10 years and they are neglecting my dog now when he really needs help.