Banfield Pet Hospital

I don't know why this place gets such a bad rap, I've been going here for the life of my dog (10+ years) and have overall been happy with the care been provided. And my dog has needed more than routine maintenance. The only real complaint is I have to make a trip every month to pick-up a refill of her medicine, where I wish this just could be automated/delivered to my doorstep. Their website seems to allude that this is possible to manage these online but has never worked (HTTP 403 error). Read Less

I have both my dogs on the Wellness plan, I thought it was a great plan and I still do but the lack of customer service at this location is just outrageous. They gave my dog a vaccination in May when she didn't need it until October. When I asked why, I was told that I hadn't provided those records to them when she started her wellness plan. I asked if second vaccination was in her records and they verified that it was, I then informed them that the two vaccinations were on the same record and if they had records for one vaccination entered, they should have the records for the other since they are on the same piece of paper. They then told me it was an entry error and that the early shot wouldn't hurt my dog. I was assured that it wouldn't happen again, so I let it go. The second issue was when my min pin had a bulging eye. We had already taken her to the emergency vet and an eye specialist but wanted to have her teeth checked for a possible abscess as the cause of the bulging eye. I called to schedule an appointment, explained what the issue was and specifically told the receptionist that I wanted a dental exam and a dental x-ray to rule out her teeth as the issue. I drove all the way there, got into the room and the doctor informed me that they don't do dental x-rays. They don't even have the equipment needed to perform one. I was also told that they wouldn't be able thoroughly check her teeth without some kind of sedation and possibly a cleaning. There was nothing that could be done during the visit that I had asked for. A more thorough exam and dental x-rays were things I specifically asked for when I made the appointment in the first place, only to have them tell me that they didn't provide that service after I got there and had waited to be see. I was told that they could really only do the same thing the emergency vet and the specialist had done. Which was to open her mouth as far as she would let them and look in as long as she would let them to see if maybe the could see an abscess tooth. I was rightfully upset and when I asked the doctor why the front desk had made the appointment if they didn't provide the service I specifically asked for and the doctor said, "Well the people that answer the phone don't always know the services we provide." "They don't know what goes into all the examinations or know all the things that we know." I'm sorry but how do you not know that you don't provide dental x-rays when you work there?? Then today I called to see when my next appointment was for my dog to get the rest of her shots. A woman answered the phone and asked if I'd hold while she finished with a customer. I waited a while and when I looked at my phone and I saw that I had been holding for over 7 minutes, I hung up and called back. The line went from ringing, straight to hold music. There was no interaction or greeting, it was sent straight to hold. After about 3 minutes I hung up again and called back. This time it rang and went to voicemail because they had just closed. This place does not have their stuff together enough to keep vaccination records straight, they apparently don't know all of the services they are able to provide and they have deplorable customer service. I would cancel my plans now but sadly I have to wait until they open tomorrow to do that, I recommend taking your pets elsewhere. I called the client advocate team, I was told that I would have to pay over $200 to cancel one dogs plan and over $300 to cancel the second dogs plan because I'm cancelling before the contract is over. This is terrible, I have requested the cost be waived because I don't think I am at fault for cancelling the plans due to deplorable service. It is not convenient to drive farther to another location for me and I'm still hesitant from the all around treatment as it is. Read Less