Dr Shipley and her staff are fantastic! We take 3 dogs there and the love and attention they are given is phenomenal. Excellent service and Care. Only downside is sometimes quotes and information over the phone is inaccurate or takes a long time. Read Less

This place is a joke. I am on the wellness plan for my puppy. Unfortunately I had to re-home him, so I called the Banfield hotline and they lowered my monthly payment since I not longer will be getting the flea & tick prevention sent to me, I had to pay $27 over the phone in order to do that. They told me on the phone any unopened flea medication I had, to take it to my local Banfield and they would refund me. Well, I went up to the Rockford location, since I had a few unopened. The receptionist said they couldn't refund me because it didn't come from their store. So I said ok, and went back into my car, called the Banfield hotline again and a second person told me they need to and definitely could refund me. So I went back in and had the person on the hotline on the phone with me, gave my phone to the receptionist. She kept trying to argue that she couldn't do it..even though the lady on the hotline said it is BANFIELD'S policy!! The receptionist kept going into the backroom to "talk to people", and kept coming up with all types of lies why she couldn't refund me. "It's illegal in IL to return medicine", "I can't refund you because it has nothing to do with our store," yada yada. After she talked to the first person, she hung up my phone, and told me that I could go home and she'd contact cooperate later. But it might not be until tomorrow (tomorrow was a wed and is CLOSED!) I said, nope I'll sit right here and wait till you contact who you need to. She was giving excuses that she didn't know how to process the refund and I needed to go home. I refused to leave until they got this taken care of. Then they had Dr. Shipley come out and tell me they were busy in the back with animals and needed to focus on them, and I should come back later, I said "that's not my problem , have your receptionist call cooperate she's not doing anything, I'm staying right here." She threw her hands up and said, well you'll be sitting here for over 4 hours then and went into the back (Very unprofessional) So I called the hotline for a THIRD time, I explained to her this was my third time calling and the receptionist and vet are refusing to process my refund, this time the lady put me on hold, called the receptionist directly at the store, and told her this needed to be taken care of immediately. She gave her the number to call to get it processed (I stayed in the same room the whole time) The lady on the hotline explained to me that the other person that talked to the receptionist on the phone supplied her with the number to get my refund processed yet she still lied and said she didn't know how to do it. Finally the receptionist called the number and got my refund processed, The lady on the hotline stayed on the phone with me the entire time until my refund was complete. I was in there for an hour, and the phone call to get my refund complete took less than 10 mins. This specific location is very unprofessional. The receptionist is an idiot and doesn't know how to do ANYTHING. She doesn't even know how to give quote prices for services. I will never ever come back to Banfield. Like I said this location is horrible, the people on the hotline were very friendly and helpful though. This Rockford location is trying to make up their own rules instead of listening to Banfield's policy! Nothing but a bunch of crooks over there. Even the people on the hotline were confused why they were trying to not refund me..bunch of BS. Read Less

This place is a joke. I am on the wellness plan for my puppy. Unfortunately I had to re-home him, so I called the Banfield hotline and they lowered my monthly payment since I not longer will be getting the flea & tick prevention sent to me, I had to pay $27 over the phone in order to do that. They told me on the phone any unopened flea medication I had, to take it to my local Banfield and they would refund me. Well, I went up to the Rockford location, since I had a few unopened. The receptionist said they couldn't refund me because it didn't come from their store. So I said ok, and went back into my car, called the Banfield hotline again and a second person told me they need to  and definitely could refund me. So I went back in and had the person on the hotline on the phone with me, gave my phone to the receptionist. She kept trying to argue  that she couldn't do it..even though the lady on the hotline said it is BANFIELD'S policy!! The receptionist kept going into the backroom to "talk to people", and kept coming up with all types of lies why she couldn't refund me. "It's illegal in IL to return medicine", "I can't refund you because it has nothing to do with our store," yada yada. After she talked to the first person, she hung up my phone, and told me that I could go home and she'd contact cooperate later. But it might not be until tomorrow (tomorrow was a wed and is CLOSED!) I said, nope I'll sit right here and wait till you contact who you need to.  She was giving excuses that she didn't know how to process the refund and I needed to go home. I refused to leave until they got this taken care of.  Then they had Dr. Shipley come out and tell me they were busy in the back with animals and needed to focus on them, and I should come back later, I said "that's not my problem , have your receptionist call cooperate she's not doing anything, I'm staying right here." She threw her hands up and said, well you'll be sitting here for over 4 hours then and went into the back (Very unprofessional) So I called the hotline for a THIRD time, I explained to her this was my third time calling and the receptionist and vet are refusing to process my refund, this time the lady put me on hold, called the receptionist directly at the store, and told her this needed to be taken care of immediately. She gave her the number to call to get it processed (I stayed in the same room the whole time) The lady on the hotline explained to me that the other person that talked to the receptionist on the phone supplied her with the number to get my refund processed yet she still lied and said she didn't know how to do it. Finally the receptionist called the number and got my refund processed, The lady on the hotline stayed on the phone with me the entire time until my refund was complete. I was in there for an hour, and the phone call to get my refund complete took less than 10 mins.  This specific location is very unprofessional.  The receptionist is an idiot and doesn't know how to do ANYTHING. She doesn't even know how to give quote prices for services. I will never ever come back to Banfield. Like I said this location is horrible, the people on the hotline were very friendly and helpful though. This Rockford location is trying to make up their own rules instead of listening to Banfield's policy! Nothing but a bunch of crooks over there. Even the people on the hotline were confused why they were trying not to refund me..bunch of BS. Read Less