Banfield Pet HospitalReviews of banfield.com

Terrible.I don’t know what has happened with this business the last few years, but I am ashamed that I have entrusted the care of my dog to them. Their “Wellness” plan is a sham. Absolutely does not cover anything. Do not buy into it! Too many questionable things have happened. I no longer trust them In providing care to my dogs.

I made an appointment in person at your Trail BLVD, Naples, FL location for Mason to receive his second flu vaccine. I had all of his paperwork. I explained what I was coming for. I was given an appointment time. On appointment day, I sat there for 30 minutes as the vet tech fumbled his way through the paperwork, only afterwards to tell me that it was a drop off appointment. I was confused because I didn’t know what he meant, and when I asked if he meant for me to wait in the waiting room or if that wasn’t okay, I could wait in my car; he said no and that he would call when Mason is ready. I asked him to elaborate because with an appointment time, I did not expect to be waiting long. He said that he would call when Mason was ready to be picked up and that it would be about two hours. That is unacceptable. I was never told that it was a drop off appointment. Why would I leave my dog in a place that he’s never been before for two hours, let alone for two hours to get a vaccination that takes less than 30 seconds to give? Before leaving the parking lot, I called and asked to speak to the office manager; who’s name was given as Cheryl. I explained to her all of the aforementioned. She explained that vaccinations are called something different in each state and that may have been one reason that the vet tech had a bit of an issue fumbling through the paperwork. Scientific names were used for everything on the paperwork; names that everyone behind the counter should recognize. Influenza is the name of the RNA virus—-that doesn’t change from state-to-state. Why did I have to constantly repeat and point out on the paper that Mason had the first influenza vaccine when it is there clearly in print on his records? She said that she would speak to the person that made the appointment, as it should have been explained to me that it was a drop off appointment. She further explained that Mason had to be examined by the doctor before getting vaccinated because that’s the law. That wasn’t explained to me, but that’s fine, I had no problem with that. What I do have a problem with, is you all overbooking yourselves beyond servicing capacity. Cheryl went on to say that she would like to get Mason in for his appointment but cannot guarantee what time they will get around to me, it could be 30 minutes or more. At this point, it was 4:56 p.m. She also went on to say that most vaccinations are drop off appointments because they like to keep the dog for observation for reactions. If Mason had any issue with the ingredients in the vaccine, that would have precipitated itself the first or second time. His immune system has already started antibodies, clearly there is no concern for an autoimmune reaction here. Furthermore, I simply could have been asked to wait with him for 15-20 minutes in the car in the parking lot. She then came up with another excuse about the drop off appointment saying that most of their clients prefer to leave their pets and go about their day. I am not most clients. I like to be as present as possible for Mason’s care; he is like my child. As I had already told her, I was not going to leave him to be placed in a back room kennel for God only knows how long, until your vet decides he had time to get around to him. She also went on to say that the COVID-19 cases have been going up in the area as far as me not being able to be in the room with Mason. I never had an issue with that. That’s how my vet is at home; the vet tech comes out to the car, takes the dog in, and brings them back out to the car when the appointment is completed. I had no issue with the social distancing measures in place that would not allow me to be in the room due to COVID-19, as I myself am a medical student and published researcher on COVID-19. As someone in medicine, who has worked in infection prevention and control as well, dealing with the likes of C. dificile and viral outbreaks in ICU units; I get it. Also, if you’re really concerned about Covid-19 you might want to enforce those signs on your doors and counter that say customers are welcome in the waiting room as long as they have on masks. There was a customer in there before me talking with the staff and waiting on his dog, as well as talking to the doctor; and he never had a mask on. So now at this point, I don’t trust you all to take my dog out of my sight. So that leaves me in a tight position of not likely finding another veterinarian clinic this late in the day to get Mason’s booster in time. If I have to start over, you all will be footing the bill for the first vaccination because I specifically explained that his booster was due today when I made the appointment in person on Tuesday the 3rd. Is this what you all identify as good customer care and service?

I have been a customer of Banfield for 14 years. My dog was recently sick and I called Banfield to get an appointment. They said they had nothing until two weeks out (even though my dog was in pain) but would put me in a cancellation list and that they were pretty sure that I would get in within the next few days because they have a lot of cancellations. I never heard back. I called another vet ad wax’s able to get in that day. I had to pay their vet visit bill. I bought the wellness plan from Banfield so that I could have free appointments. Once they hook you, then they just take your money. My poor dog was treated. I am cancelling my three pet plans that I have ASAP and switching vets. BTW - they are still charging me monthly for my dead dog.

Banfield's policy states they can't give a dog a 3 year rabies shot unless the dog has already had a 3 year shot & is still current, i.e., the due date has not passed. (I believe that policy is just to keep everyone on the one year vaccination program.) On July 22, 2021, I brought in my dog with a copy of her 3-year rabies vaccine. The last vaccine was a 3-year vaccine and it was given August 11, 2018, so my dog was still current. I knew about their crazy policy, and specifically addressed this issue. I made a point to show them my dog's previous certificate, and pointed out where it stated that my dog's would expire on August 11, 2021. I asked for, and paid for, a 3-year rabies vaccine and thought all was ok, but... Banfield was supposed to email me a copy of my dog's rabies certificate, but after 10 days I still hadn't received one. So I called them and asked for it & they emailed it to me. Their certificate said they administered a "Zoetis Defensor 3," which, according to the Zoetis website, is a 3 year rabies vaccine for dogs. However, their certificate also said that my dog's next rabies shot would be due on July 22, 2022, which made it one year rabies shot. I thoughtb it was a clerical error & called Banfield again. Let me tell you that they have no idea what they're doing! The shift leader, Katherine, told me that the "Zoetis Defensor 3" is a one year shot. Well, I was on the Zoetis page while we were speaking, and I told her that their website said it's 3 year shot. Then she put me on hold. When she came back, she said, "Well, unfortunately nobody wrote down in your file that your dog had a three year shot, and, well, nobody copied your dog's previous certificate and put it in your file. So you'll just have to bring back the old certificate for us. Once we verify the information, then we can change our certificate to reflect that your dog had the 3-year vaccine." This means that Banfield is administering, and charging for, a 3 year vaccine, but putting on the dog's shot record that the vaccine expires in one year!! An honest company wouldn't do that. Anyway, because Banfield can't do a simple vaccination, I have to go back there again to show them the same paperwork I showed them on July 22. I'm going to stand over them to make sure they change their certificate to show that my dog's rabies vaccination will expire on July 22, 2024. I'm sorry I used Banfield for my dog's shot. I have two dogs and I don't think I'll go back there anymore. If they can be deceitful about a simple rabies vaccination, I could never trust them if one of my dog's needed a major operation, or one of them had with another type of ailment. I don't trust Banfield. Goodbye Banfield...

Ashley,the manager of the North Arlington, TX, branch of Banfield is phenomenal, and truly loves and is personally dedicated to her job. Pets and their people are so important to her. That's so hard to find. The Docs and staff are wonderful, and caring, too.

Used to love Banfield Hampton Mesa,AZ However, now I’m lucky to get my pets scheduled for their routine checkups. I recently had one dog with an eye infection that the soonest they could see her was 9 days. Today my dog was in distress after eating chicken bones (no we did not give them to him). They not only wouldn’t see him the new vet tech answering the phone would not even check to see if they could accommodate him if it became emergent. What are we paying for if we can’t even get in to see our family vet????

In your response and when I call you both say go to BanfieldCares@banfield. Com but there is no place to speak with a rep to solve this issue it doesn’t take you anywhere

I purchased the wellness plan for my 15 year old pup. We used their services four times. First; they never diagnosed that he had a major heart murmur (CHF), next visit; they found the murmur and prescribed him a dangerous mix of drugs, another visit; my pet's cardiologist (who found the dangerous mix of drugs prescribed) needed an x-ray of his lungs. The cardiologist had to redo the x-rays. He only needs his cardiologist as a specialist to his CHF. I haven't been back to Banfield; and, Finley is near the end of his life, but I have to pay out the "contract" through December 2021. They are a ripoff in this type of scenario.