Banfield Pet Hospital

I’ve now picked up my cat from Banfield 3 times with his own feces and pee all over his legs. This last time I picked him up one of his toes was bloodied, I assume he latched on to something and was ripped away from it causing his toenail to be injured. I understand he is not a happy camper at the vet and have been told multiple times that he’s hard to work with, which I understand, but that’s still no excuse for him to not be given proper litter box access. He’s probably a little bit pissed off to be there because every time he goes he’s forced to poop on himself, I would imagine. The first time I wrote off as an accident because he was under anesthesia and it’s not unheard of for that to happen, the second time I assumed he pooped in the car, but three times is not a coincidence and I picked him up FROM the cage that had no litter box in it and saw the state of his legs and back. I’ve mentioned in detail to Banfield staff how he has urinary troubles already, and how we’ve had to seek emergency medical care due to blockages in the past. Seems like a cat with urgent urinary issues would probably need access to a litter box. I already wrote a review using their feedback platform and requested for someone from Banfield to call me, which they never did. I’ve had other issues with them in the past (poor communication, mostly) but this was the one that drove me to no longer patronize this location or others. Funny enough you can’t cancel a Banfield health plan even if you have a bad experience, so I’m still paying. It’s really a shame because everyone I’ve met at this hospital has been so friendly, but they’re clearly VERY understaffed or are for some other reason not providing good care to animals. I don’t blame the vets or aids but I do think management needs to figure out a plan so things like this don’t continue to happen.

The doctors here genuinely are amazing and seem to care. The office staff? Garbage aside from the one guy that works at the front counter. The office manager, Jennifer, is beyond rude and combative. When someone has a concern or problem, she approaches it with defense instead of listening to what's going on. The front desk ladies seem to be the same way. Promises of return calls that never come. I had to fight for a refund because they negligently documented my dogs account wrong. You can't get any sort of assistance until 10 when Jennifer gets in, and then buckle up because she's going to be rude. Every doctor there I've spoken to has been extremely nice, empathetic, and helpful. Wish the same could be said of the rest of the staff.

The attention is TERRIBLE, unfriendly and the don’t give you solutions. The manager is so rude. And the girl at the counter always with a bad face and looks in a bad way. They don't respect appointment times, they make you arrive on time and then you have to sit and wait for about 20 minutes! Too expensive and they want to charge you for everything! , Even if you have a membership plan. They promise you benefits of a plan, and then you can't use any of it!. I accidentally lost the bag with the pill box (which is included in the plan, which I pay for month by month). I asked for a new one and they refused to give me the medicine! I have been a client for years and they can't make an exception? I asked to speak to the manager, they told me that she is always traveling (which is not professional at all), I left my information and they promised to call me (THEY NEVER CONTACTED ME AGAIN), I called again and spoke to the manager, who was rude, speaking to me in a bad tone and denying all requests!.

Repeatedly awful experiences. We’ve been coming here for a year and have finally had enough. Their online appointment scheduler is blatantly inaccurate, yet they won’t update or remove it from the website. They are consistently 30 minutes late for appointments, even drop offs. After seeing my dog 30 minutes late for a drop off today, and being told it would take two hours, three hours later we called to be informed the doctor went to lunch and would be back 45 minutes later (she was there for vaccines, and had already had her vitals taken, so it would have been another 15 minutes to administer the two shots). I reminded them it was supposed to take two hours, and they said three emergencies came up. As a dog owner I completely respect the need for emergencies, of course. However, what they didn’t realize was I was sitting next to the front desk and heard one of those calls come in, where they specifically said it was not an emergency but they would fit the dog in (an hour after my dog’s appointment and well before my dog was actually seen). They consistently use the excuse of Saturday being their busiest day, but perhaps should be more respectful of peoples’ time and agree to less appointments so they can have some semblance of credibility with their schedule, and perhaps a doctor on reserve for emergencies. Driving further to a different Banfield location is worth any extra commute for an overall better and more respectful experience.

I am not one to write reviews but these people lack professionalism and have false marketing online as you can see on their website they offer a “free first visit”, I took both of my cats after booking online to their “free first visit” as I thought, however when I get there they take my animals in and NEVER ONCE MENTIONED there would be a copay fee. Once I come back to pick them up they wanted to charge me $130 copay fee. It is extremely upsetting because this is something that should be advised to the customer initially before proceeding to take their pets in and then not giving me the option to decide whether or not I am okay with the fee. I will never be coming back here. I find it to be abuse to the clientele and false marketing. I decided to write this review because it is extremely upsetting how they feel the need to take advantage of their customers. And I would hate for this to happen to anyone else.