Banfield Pet Hospital

I wish I could give 5 stars because Dr Rosanova and everyone else here has been wonderful, but I’m subtracting 3 stars for Kathy at the front desk. And I can see from the other reviews that I’m not the only one who has had a problem with her. It says a lot that even despite these complaints, she is still employed there. That woman is mean, unfriendly, and has a horrible attitude. I have been there many times over the past year as I had two sick elderly cats (who have since passed). I have not ONCE been greeted or acknowledged by Kathy. She would blatantly disregard my presence and I would have to approach the desk and greet HER. Every time I called in, I would dread hearing her voice because it gave me so much anxiety to deal with her nasty cold attitude. Banfield, DO SOMETHING. Don’t just reply to people’s reviews and say that you care. Actions speak louder than words.

Banfield- Hoffman Estates location: Be more cost efficient with your customers… you charged me an extra $75 in office visit fees for her to just get a her second round of vaccines. There was no exam during this visit and I’m shocked there was a $75 fee just to walk in the door. I feel taken advantage of and will be telling my friends, family and neighbors. I called about this and the receptionist was very snarky to me about this. It would have been better if she expressed empathy. She told me the $75 charge is because a doctor still needs to put their hands on the pet, even for vaccinations. That makes no sense considering when I made the appointment at the end of the first visit, the technician said it would be cheaper for the vaccinations if a technician does it since my dog just had her exam. When Banfield emailed me a link to take a survey on my experience, I filled it out and explained all this and they never reached out to explain or make things right. I feel it’s poor customer service from their management team and have no doubt they have a low NPS score and won’t be surprised if this location fails.

I recently took my pet to this location and I was extremely disappointed with the front desk and staff. From the moment I walked in, the receptionist was unfriendly and dismissive. They made me feel like I was an inconvenience rather than a customer. There was no sense of care or urgency, even though my pet needed attention. To make matters worse, the staff was disorganized and unprofessional. I had to wait far longer than expected, and when I asked for updates, I was given rude responses. I expect better service, especially when it comes to the care of my pet. Unfortunately, this location fell far short of that. I would not recommend this place to anyone who values good customer service and respectful treatment.

Dr Rosanova at the hoffman estates location off roselle/golf has been my vet for about two years now. She has performed major tooth surgery to extract all the teeth of my one cat who recovered without any major complications. She has helped me with dieting needs for my obese, food motivated cat. she is now overseeing the well-being of my new addition to the family. Dr. Rosanova communicates in a way that helps me better understand what my cats need. She is reassuring and she takes her time. I absolutely love this doctor and trust no one else to take care of my animals.

We take our 3 dogs to Banfield Hoffman for regular visits and testing. Dr. Rosanova and her team are great. We’ve had 2 urgent visits and they have been super great at taking care of our dogs. Keep up the great work and thanks for always giving Diablo, Dabria and Lilith lots a love when they visit.