Banfield Pet HospitalReviews of banfield.com

Give serious thought before enrolling in Banfield’s pet insurance. They have shown me twice that they are anything but customer‑friendly. The first time was when one of our pets passed away in the middle of a contract year and they refused to cancel the plan. The second time happened recently: we renewed our plan in good faith, assuming—incorrectly—that all PetSmart locations in Texas had a Banfield clinic. After moving to the Lufkin area and discovering the nearest Banfield is over two hours away, they again refused to cancel the contract we had just renewed in December. Very unsatisfied customer (until December).

My experience at Banfield Hospital in Norman was extremely disappointing. I am genuinely shocked by the level of poor customer service, confusion, and incompetence I encountered. I brought my dogs in for routine vaccinations — something I always keep up to date. I explained that one of my dogs had already had a SNAP 4DX heartworm test done at Lake View Clinic (which I highly recommend, but unfortunately it is too far for us to travel for routine visits). Instead of simply noting this, the vet dismissed what I said, told her assistant she would verify it by calling the clinic, and made me feel as if I was lying. When I told them my dogs were due for Leptospirosis and Bordetella, the vet responded in an authoritarian and rude manner, insisting that one of my dogs was overdue for a DAPP vaccine. She claimed I had left it too long (3 weeks), even though his DAPP vaccine was done on February 14, 2025 — which should be valid for three years, until 2028. Both of my dogs were vaccinated for DAPP at the same time, yet according to the vet, only one was “overdue.” The vet made me feel like an irresponsible dog owner for something that wasn’t even true! In the end, they took my dog to the back for vaccinations, and I wasn’t even told what they gave him. Only when I asked afterward did they inform me that they had decided not to give the DAPP vaccine — with no explanation. The assistant apologized for the confusion, but the vet never returned to clarify anything or apologize for her behaviour. Overall, the experience was stressful, unprofessional, and completely unacceptable. I left feeling disrespected, confused, and deeply disappointed in the quality of care.

While the staff are polite (the ONLY reason for the 1 star), the fact that they wanted to charge me $89 for an antibiotic on their "wellness plan" that cost $20 literally anywhere else WITHOUT their "wellness plan" shows that they are massively upcharging patients. They also charged me almost $500 to have my cat put down (because heaven forbid I want something of my cat to keep with me, so they give us the "public creamtion" option where who knows where your pet winds up for $45 or you can get the ashes back for $247.26!), AGAIN that is the cost AFTER the "wellness plan" (which by the way you are purchasing a "yearly plan" that you CANNOT CANCEL EVEN IF YOUR PET IS DEAD), with the other option being to allow my pet to basically just suffer. If they try to sell you a "wellness plan" DO NOT go for it! It is NOT insurance like they will try to claim! It is just a way to get you to pay them money every month and EVEN IF YOUR PET DIES you are STILL REQUIRED TO PAY FOR IT because they will NOT let you cancel it until the end of the year you signed up! Doesn't matter that you have spent hundreds or even thousands of dollars with them, they will find a way to justify that you still owe them money and they will refuse to cancel it. They /might/ offer to cancel "one month" of it (the literal last month that you already wouldn't be paying) to "help you" but that is it. They literally do not care about animals at this company, they only care about profit. This company does nothing but profit off of the desperation of pet owners while throwing their staff in the line of fire to go and upsell as much as possible. I've worked in the veterinary field, I know costs have gone up, but the fact that Banfield is owned by private equity should be everything you need to know about this company.

Mixed experience at Banfield in Hickory, NC. Some staff were genuinely friendly and helpful, but one veterinarian I dealt with was unnecessarily abrasive, which made asking questions uncomfortable. My biggest issue is transparency. Banfield heavily promotes its subscription-style wellness plans, but at this location I found it very hard to get clear, consistent explanations of what was actually included vs. what would still cost extra. I also felt pressured into add-on services and was told multiple “prerequisite” steps were required before getting the service I originally came for—without a clear medical explanation for why each step was necessary. If you go, get a written, itemized estimate upfront and ask for a written list of what your plan does/doesn’t coverbefore agreeing to anything.

I enrolled in the Banfield Pet Hospital Puppy Wellness Plan in November 2024 for a one-year term. After the one-year period ended, Banfield continued charging my account for an adult wellness package without my authorization. I was not aware that the plan had been renewed until I was contacted by my Banfield veterinarian with a reminder to schedule services. Upon discovering the continued charges, I attempted multiple times to contact Banfield customer service to cancel the plan and request a refund, but I did not receive a return call. I then sent an email, after which Banfield confirmed that the plan had been canceled and that no further charges would be applied to my credit card; however, no information was provided regarding a refund for the unauthorized charges already incurred. The only successful contact I was able to make was through the phone number used to enroll in the plan. During that call, I was informed that I would not be issued a refund, despite the fact that I did not use any services after the puppy wellness plan expired. As a result, I am currently disputing the charges with my credit card company. I had intended to continue care with my Banfield veterinarian, whom I regard highly, but due to this experience, I no longer have confidence in Banfield’s billing practices.

Banfield Pet Hospital, often located within PetSmart, receives significant negative feedback focusing on high-pressure sales for "Optimum Wellness Plans," expensive, hidden fees, and inconsistent, corporate-driven care. Customers frequently complain about rude staff, long wait times, and poor communication, resulting in low ratings on platforms like ConsumerAffairs and Trustpilot.

absolutely soul-less and disgusting company. I called to cancel my wellness plan because I have to put my dog down today. I was told that since I am canceling while the contract is still underway that I have to either pay the balance for services above the monthly premium that she received under the wellness plan or pay the remainder of the contract--so $600 or $219. I have been paying Banfield for their "wellness plan" for over 15 years--from the time when my dog was a healthy puppy and barely used the services. I've also paid out of pocket for many services and tests that were not covered under this unuseful plan. I'm certain they've gotten their due over the years. The fact that they don't have a proper exit option for people who have to euthanize their dog through Banfield (which means i'm going to pay them for another service today) or whose dog naturally passes is incredible! It just shows the greed and lack of care for the animal and owners. I am in the middle of grieving and they were concerned about recouping whatever they could from me and my dog's suffering.

Had a wellness contract for our puppy. Went well for first year but then they only allow drop offs. Our dog would have to sit in a crate for many hours to be seen. Sometimes they would give us a drop off date a week or two away for a sick visit.