Banfield Pet Hospital

North Wales location- My dog has the optimal wellness plan. Last year I had tried to cancel my plan at the North Wales office. The receptionist told me she set my account to not renew in August. When my credit card statement came in September there was a charge for the month and it had in fact renewed. I called Banfield and they told me I needed to speak with my store. I spoke with my store and they said to speak with the toll free number. I was told that if I cancelled before the end of the year I would still have to pay! So because the receptionist at North Wales either didn’t set my account to not renew or didn’t do it correctly I am still a client there. I have marked my calendar now to make sure I will cancel my membership myself this year! I had an appointment today. Someone from the North Wales office called me two days ago to confirm. When I made my appointment I specifically said I will be waiting with my dog and I want to be in the exam room. When I was called about confirming my appointment I was offered to drop my dog off in the morning and pick her up in the afternoon which I had explicitly stated I was not interested in doing and I would be there at my scheduled 10:30 appointment. When I arrived the receptionist told me I was not on the schedule! I said how could that be someone here called me to confirm. She said she did see that someone had called me. She said that there was an empty spot at 10:30- my appointment time! She placed me in a room with my dog to wait for the doctor. I noticed my dog licking a spot on the floor. I walked over and saw blood on the floor. I immediately went out and told the young lady. I sat in the reception area while she cleaned it up. That is completely disgusting that my dog was licking up another dog’s blood! While I was waiting in the waiting area there were huge clumps of dog hair on the floor as if someone had just brushed their dog. I don’t know what has been going on with this location. I have only been going here because she is my son’s dog and he already had this plan in place. Every time I come there is something! This location is dirty and ill managed and I have complained about it before. As soon as this year’s contract expires I will cancel. There was a girl there who said she is the new manager- hopefully she can turn that place around. My son had moved here with his dog from Savannah and he had a great experience with Banfield there. I would never recommend this location to anyone.

Going downhill. The best vet they had left. The place was well run under Dr Snyder, she always was professional, kind, and caring, and since she left, the place is disorganized with vet assistant techs that are seemingly inexperienced with handling animals. The good assistant techs seem to be gone as well. Usually, the techs are more personable and caring towards your pet. Now it's a cold, impersonal atmosphere.

We had a good experience at this place for a little while, but recently they've become disorganized and apathetic. First, they called me and asked me if I could drop my cat off at 8:00 am for an evening appointment, during which time she would be in a cage all day. Then, after my most recent visit I was given the wrong paperwork with another pet's name and the owner's personal information on it (which I didn't realize until I got home). When I showed up with my cat for her followup appointment the next week, it turned out that they never entered it in the system and wouldn't see me. I just called to speak to someone about these issues, but the person on the phone refused to acknowledge what I was saying and simply gave me the number for "corporate." I'm cancelling my membership and finding a more consistent and caring vet.

Usually a good place bit the last few times it's been horrible calling them. A week ago I had to postpone my appointment because the told me I had to leave my dog there at 9am for the day, when we had an appointment scheduled already. So when I called to postpone I was placed on hold for 21 minutes. The new appointment wasn't showing on the app, so I wanted to be sure it was scheduled, so I called today. I was placed on hold for 30 minutes then went to some generic VM, called back and was placed on hold for another 16 minutes. I hung up and called again to interrupt the person asking 8f it's an emergency so I can get an answer to my question. Like I said usually very good but the past couple months they have gone downhill.

As someone who has often heard not-so-great things about Banfield in general, we ended up using them during a last-minute, out-of-state rescue of a 3-month-old Golden Retriever and purchased the puppy plan. The plan easily transferred to the Banfield closest to my home and one of the veterinarians here has a lot of experience with the breed, which made me feel more at ease. I have to say, I am impressed with the level of care and compassion they have provided to me and my puppy. Everyone I've encountered via phone and in person has been kind, patient, and helpful. And the value I've received in her puppy plan has been truly wonderful (and helpful!). I considered transferring her to my other dog's vet after her puppy plan expired but with the reasonable cost of her adult plan and our experience so far, I've decided to keep her with Banfield. Thanks for taking such good care of my baby girl!