Banfield Pet Hospital

This particular location has always been wonderful to us and our 2 cats. I just wanted to mention the recent amazing care the staff gave our babies on 8/5/24 at 10:30 am. For a drop off for updated vaccines. First I’ll start with Alice, who was SO kind and helpful at the front desk and gave me a breakdown of fees and pricing over the phone and everything open and up front without me even having to ask. Scheduling was even a breeze and no hassle at all. Beth was the nurse who came to get my babies and take them to the back, and when she came out I just let her know one of my cats was super calm but the other was very stressed. She immediately offered to take them in right then and there to give them their shots so that we wouldn’t have to do a drop off for hours, since one of my cats was stressed. Beth then complimented my cats and treated them so gently and kindly. The visit was so fast and pain free, and when Dr Gridiron came out to give me a summary of how it all went, he gave me kind recommendations for keeping them as healthy as possible and assured me we were taking good care of them. I just wanted to thank everyone here who did such a quick amazing job and was so kind to me and my cats. Thank you so much banfield staff!!! Customers/kitty patients for life. :)

I’m leaving 3 stars because I LOVE Dr. Rivera. You can tell she truly cares about the animals and will give you recommendations based on your budget. She does not rush appointments and really listens and answers all questions. That being said Dr Gridiron is one of the most unprofessional vets I have ever met. He showed up late to an appointment, when I asked any questions he would cut me off and talk over me. He told me “people tell him all the time” that he needs more customer service training. Overall just a very rude and condescending person who interrupts if you have questions or concerns and doesn’t listen. I rescheduled my service with another doctor because I didn’t trust he had my animals best interest in mind. He seems very young so maybe just needs some more experience under his belt to learn how to communicate with customers better. But Dr Rivera! Amazing, listens and is so helpful. 10/10 would recommend to anyone!!

I'm sure this place has great staff and does great work for their pets. But if you need an affordable place to get anything done I recommend checking out almost any other veterinarian office. They want to charge $80 per office visit regardless of reason. I brought my cat in to get spayed and the gentlemen(not his fault the company prices this way) informs me my total would be $80 for the exam fee today, I also have to pay an additional 35$ for the rabies shot that's mandatory for them to even do the surgery, and the balance is due today as well. He then proceeds to tell me that I would have to pay an additional $80 exam fee when I bring my cat back in to get the spay done on top of the fee of the spay, so he wanted to charge me $115 today just for the rabies and exam, $80 for the next exam before the spay and then the spay at an estimate of 300-400. What a scam. I don't mind paying the fee for the surgery, or the initial exam fee, or even the rabies shot. But you're going to force me to pay an additional $80 just for me to bring my cat in FOR the spay that I'm already paying for? What a joke. Never coming back here again unless I want To be scammed

I don’t know when the service got so horrible, but this location was truly a terrible experience. I’ve been coming for 5 years to this location with my dog and never had an issue until some of their recent hires. I dropped off my dog at 8:30am for an appointment marked as an exam and vaccines, as well as an allergy shot and to look at his eyes. The male vet tech checking me in was extremely rude, in a rush, and clearly was not listening to what I was saying when asking me questions about my dog. He interrupted me multiple times then took my dog back. They said they’d call me to let me know when he was ready for pickup. They never called me - I had to call them multiple times in the late afternoon and they didn’t answer a single call. Finally after repeatedly calling someone answered and said “Oh yeah, he’s been ready for pickup”. I went to pick him up and found out that ALL THEY DID was give him an allergy shot and didn’t even do an exam. My dog didn’t even see the actual doctor. He sat trapped in a kennel for 8 hours after getting a single shot and they didn’t even bother to call me to come get him. My dog has horrible anxiety and was traumatized by this experience and came home with diarrhea and wouldn’t stop shaking. The worst part about all of this is that they clearly did not care when I tried to explain why this wasn’t an ideal experience. I didn’t get to speak with a manager or supervisor because they wouldn’t transfer me to one over the phone. I really did like this location and as I said, I’ve been coming here for 5 years, but this new team is extremely disheartening and traumatized my pet and charge me $90 a month to do absolutely nothing for him besides lock him inside a kennel all day. It truly is a shame because the two doctors here are phenomenal and wonderful & caring, and the techs/receptionists they hire ruins the business for them. I’m cancelling my wellness plan & highly encouraging that you never come to a Banfield for service, and if you do - do NOT come to this one.

I love my Veterinarian, Dr. Kristen Gerretsen. This is why I stay at Banfield. I have referred several neighbors and friends. However, I continue to be frustrated when I call the Washington Square number and it goes to voicemail 95% of the time. This past November when we were traveling our Petsitter informed me that Raleigh’s ear was really inflamed. I called Wash Sq office several times and left two voicemails and no one called me back. I finally sent an email directly to my Vet, Dr. Gerretsen and she called me and told me to have our Petsitter bring Raleigh in that day. This has happened more than once where I have had to reach out directly on an email to Dr. Gerretsen to intervene. She is always responsive if she is in the office. My friend Cyndi Coombes who I referred to Banfield has had the same frustration getting anyone at the front desk to answer the phone or return a call even after leaving several voicemails. Our Neighbors Kris and Willy Paul who I referred to Banfield go to another Banfield location because they say they don’t experience this problem at the one they go to. I have not wanted to change Banfield’s because I like and trust Dr. Gerretsen so much but if the lack of response from the front desk does not improve I may have to change Veterinarian clinics within Banfield or leave Banfield. I have been loyal customer with Banfield since 2006 so I’m hoping this information I am taking time to send you will get to the right person who can look into this problem. Maybe the front desk at the Washington Square location needs more staffing and or training. Thanks, Karen Frank