I’ve had wellness plans through Banfield for the past 12 years and have lived in 3 different states with my dogs. This is the worst facility I’ve ever been to.
Their lack of follow-up consistently puts my pets in danger. Most recently, one of my dogs (12y.o.) needed a referral to a specialist. Banfield promised to put the referral in within 24 hours; it’s been over a week and the specialist still hasn’t received a referral. The lady at the desk can’t do anything and just takes my number down for the manager. Meanwhile, my dog just has to wait and suffer.
And this is the second time they’ve done this. A few months ago, our other dog had radiographs (X-ray scans) and it was WEEKS before I was able to get in touch with anyone to receive the results, though I paid for results to come within 24 hours.
I don’t get the feeling that this location truly cares about my pets at all and it’s so saddening. This location needs to be closed.
Stephen Boyd
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August 27, 2024
I prefer not to post negative reviews, however, If I could rate negative stars, I would. I made a 9:30 AM appointment and selected in-office visit. When I arrived with my pup, the front desk person changed it to drop-off without my consent. I was told it’d be a couple of hours and he’ll be ready for pickup. Several hours passed, so I called for updates. Each time I called, I was told it would be just another 30 minutes. My pup wasn’t ready until the end of the day. I received the call at 5:15 and was told I needed to arrive by 5:30 because she was leaving for the day. So, rushing through afternoon traffic to arrive within 15 minutes was a feat. The team is nice, but that’s about it. This location fails to communicate important information and provide accurate timelines. So if you need to visit, expect to pick up your fur baby at the end of the day and not a minute sooner. You will not receive any updates during the visit and if you call, be prepared to be on standby all day.
Linda Dorsch
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September 14, 2024
So many issues. My dog is on the plan that covers his neuter surgery and yet they still charged me $500 for it just because his balls were inside and not outside his body and they didn’t tell me until the day of that I have to pay that much. They didn’t wanna work with me at all when it came to the payment so I had to borrow money and I had already took off of work for his surgery. Now they refuse to give me the 6 month trifexis and they did the same to my mom with her dog. Staff is always rude one yelled at me for simply asking a question and another snatched something out of my hand. I don’t trust them with my dog either because the first time he went there he rushed me out of the building and he didn’t do that at the other location he was at before this one so I’m unsure if they’re treating our animals with care or not. I feel like they just wanna take our money and that’s it. I hope they get it together cuz they’re losing many customers.
Ashaunte Brown
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June 10, 2024
Literally terrible. If you just need a quick medication or something that’s the only reason I’d use them. As far as appointments they are extremely busy, however, they lack the basic decency to communicate with the pet parents. They change your appointment from in office to drop off without notifying you, they schedule your pet for past due vaccinations then once you get here they tell you they don’t have the vaccine medication. Staff is super nice when causing major inconveniences tho if that helps. Just wish they were nice enough to not waste people’s time to begin with.
Natalie Frederickson
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July 27, 2024
Unfortunately, this was the worst experience I’ve had in all the years we’ve been a member at Banfield and all the many visits during that time. This experience has made me reconsider ever revisiting.
We had the same operation done yesterday as we had about a year ago. We scheduled him about a month ago for a dental cleaning plus mass extractions and vaccinations. I was given a rough estimate of a quote when I booked and then reviewed said estimate upon dropping him off day of. A few hours later when they were prepping him for anesthesia we reviewed the quote one more time and I was told that they would get back to me with an updated one once the doctor assessed how many masses were going to be removed based on size etc. About 10 minutes later I received a call From the manager, stating that the updated quote would be about double of what the estimation was given twice prior. Seeing as this was extremely blindsiding, I reconsidered the operation at all. She then told me that the doctor had already performed, and there was nothing she could do. As you can see this is extremely upsetting , because they never informed me of the official quote until after the operation was already performed. The manager tried making me feel bad, was rude, and made me feel like I was wrong for suggesting that the staff workflow was not appropriately handled. She was able to take a few of the additional fees added on off, but it still was over $750. Which was still much higher than the original quote estimate given. She and I quote said “out of the goodness of his heart he still decided to do the operation.” No out of me booking a month ago - he did the discussed operation.
Since there was nothing else to be done, I went ahead and picked him up at the discussed time. Upon arrival, the manager started going into the difficulties that happened with his teeth. I noted that his teeth were perfect, and he was in for just a cleaning. She then realized that she was talking about the wrong animal. After understanding who she was talking to, she said that my dog had only had two of the masses removed which were not the two I specifically requested. She then told me that that is not what I said and accused me of lying. I asked her if the calls were recorded and to please review them. The performing doctor then came out and stated that he in fact, removed all three. Upon clearing up the miscommunication, I was very happy that he had had done so and apologized for the misunderstanding based on what the manager told me.
I’ve never had such accusations, difficulty, rudeness and misunderstandings in all the time and visits previously. All of this was handled extremely unprofessionally - especially when dealing with my pet who is having to go under anesthesia. Unfortunately, it was the manager who did not handle the situation very well and escalated it at every return.
Additionally, after I had him and was ready to leave after paying, I had to ask if somebody could give me post discharge instructions because nobody did. A girl came out and claimed that we did discuss- which also was false because then I wouldn’t have asked.
I’m not sure what happened at this location and why they kept thinking that I was somebody else, but it was a terrible experience and I still didn’t have all the information I needed. She walked away super quickly, and no apology was given at any point in time with everything that we had experienced that day. Super disappointed to say the least. Will not return and am in contact with the corporation office.
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I’ve had wellness plans through Banfield for the past 12 years and have lived in 3 different states with my dogs. This is the worst facility I’ve ever been to. Their lack of follow-up consistently puts my pets in danger. Most recently, one of my dogs (12y.o.) needed a referral to a specialist. Banfield promised to put the referral in within 24 hours; it’s been over a week and the specialist still hasn’t received a referral. The lady at the desk can’t do anything and just takes my number down for the manager. Meanwhile, my dog just has to wait and suffer. And this is the second time they’ve done this. A few months ago, our other dog had radiographs (X-ray scans) and it was WEEKS before I was able to get in touch with anyone to receive the results, though I paid for results to come within 24 hours. I don’t get the feeling that this location truly cares about my pets at all and it’s so saddening. This location needs to be closed.
I prefer not to post negative reviews, however, If I could rate negative stars, I would. I made a 9:30 AM appointment and selected in-office visit. When I arrived with my pup, the front desk person changed it to drop-off without my consent. I was told it’d be a couple of hours and he’ll be ready for pickup. Several hours passed, so I called for updates. Each time I called, I was told it would be just another 30 minutes. My pup wasn’t ready until the end of the day. I received the call at 5:15 and was told I needed to arrive by 5:30 because she was leaving for the day. So, rushing through afternoon traffic to arrive within 15 minutes was a feat. The team is nice, but that’s about it. This location fails to communicate important information and provide accurate timelines. So if you need to visit, expect to pick up your fur baby at the end of the day and not a minute sooner. You will not receive any updates during the visit and if you call, be prepared to be on standby all day.
So many issues. My dog is on the plan that covers his neuter surgery and yet they still charged me $500 for it just because his balls were inside and not outside his body and they didn’t tell me until the day of that I have to pay that much. They didn’t wanna work with me at all when it came to the payment so I had to borrow money and I had already took off of work for his surgery. Now they refuse to give me the 6 month trifexis and they did the same to my mom with her dog. Staff is always rude one yelled at me for simply asking a question and another snatched something out of my hand. I don’t trust them with my dog either because the first time he went there he rushed me out of the building and he didn’t do that at the other location he was at before this one so I’m unsure if they’re treating our animals with care or not. I feel like they just wanna take our money and that’s it. I hope they get it together cuz they’re losing many customers.
Literally terrible. If you just need a quick medication or something that’s the only reason I’d use them. As far as appointments they are extremely busy, however, they lack the basic decency to communicate with the pet parents. They change your appointment from in office to drop off without notifying you, they schedule your pet for past due vaccinations then once you get here they tell you they don’t have the vaccine medication. Staff is super nice when causing major inconveniences tho if that helps. Just wish they were nice enough to not waste people’s time to begin with.
Unfortunately, this was the worst experience I’ve had in all the years we’ve been a member at Banfield and all the many visits during that time. This experience has made me reconsider ever revisiting. We had the same operation done yesterday as we had about a year ago. We scheduled him about a month ago for a dental cleaning plus mass extractions and vaccinations. I was given a rough estimate of a quote when I booked and then reviewed said estimate upon dropping him off day of. A few hours later when they were prepping him for anesthesia we reviewed the quote one more time and I was told that they would get back to me with an updated one once the doctor assessed how many masses were going to be removed based on size etc. About 10 minutes later I received a call From the manager, stating that the updated quote would be about double of what the estimation was given twice prior. Seeing as this was extremely blindsiding, I reconsidered the operation at all. She then told me that the doctor had already performed, and there was nothing she could do. As you can see this is extremely upsetting , because they never informed me of the official quote until after the operation was already performed. The manager tried making me feel bad, was rude, and made me feel like I was wrong for suggesting that the staff workflow was not appropriately handled. She was able to take a few of the additional fees added on off, but it still was over $750. Which was still much higher than the original quote estimate given. She and I quote said “out of the goodness of his heart he still decided to do the operation.” No out of me booking a month ago - he did the discussed operation. Since there was nothing else to be done, I went ahead and picked him up at the discussed time. Upon arrival, the manager started going into the difficulties that happened with his teeth. I noted that his teeth were perfect, and he was in for just a cleaning. She then realized that she was talking about the wrong animal. After understanding who she was talking to, she said that my dog had only had two of the masses removed which were not the two I specifically requested. She then told me that that is not what I said and accused me of lying. I asked her if the calls were recorded and to please review them. The performing doctor then came out and stated that he in fact, removed all three. Upon clearing up the miscommunication, I was very happy that he had had done so and apologized for the misunderstanding based on what the manager told me. I’ve never had such accusations, difficulty, rudeness and misunderstandings in all the time and visits previously. All of this was handled extremely unprofessionally - especially when dealing with my pet who is having to go under anesthesia. Unfortunately, it was the manager who did not handle the situation very well and escalated it at every return. Additionally, after I had him and was ready to leave after paying, I had to ask if somebody could give me post discharge instructions because nobody did. A girl came out and claimed that we did discuss- which also was false because then I wouldn’t have asked. I’m not sure what happened at this location and why they kept thinking that I was somebody else, but it was a terrible experience and I still didn’t have all the information I needed. She walked away super quickly, and no apology was given at any point in time with everything that we had experienced that day. Super disappointed to say the least. Will not return and am in contact with the corporation office.