I've been to many Banfield locations and this location has by far the most abysmal customer service I've ever seen. I had caps glued on my cats claws and within a couple of days 4 of them had fallen off. I called them to see if I can bring them in and get them put back on, and the lady on the phone said they could absolutely do that free of charge because it was their fault that they fell off in the first place because they didn't do their job right. I bring them in, get it done, and then they try to charge me the full price even though it was for caps and I was told it would be free because it was their mistake. Never going back to a place that makes me pay for their issues. Read Less

This is a great place with a caring staff and physicians. I had an old, sick dog and I know I received tremendous care from this location. I respect Banfield and am a satisfied customer on a wellness plan. I recommend this location over the Orem location. Read Less

Dr hatton is so nice and caring about your pets. I got to know a few of the assistants there while our dog's health was declining and eventual death, and they were compassionate, realistic. They also were great about talking the options and what was worth the cost. We had three people insurance which I thought was worth it, he went in every 6 months for a check up. Just make sure you schedule that really because it gets full fast, lol. We'll be back with our next puppy were getting. Read Less

Paying a lot for very little... My dog bit someone rough housing. It barely broke the skin and the person didn't even want us to do anything. We notified the police anyway. We told them he had his shots and we took all our dogs to Banfield in American Fork. The police called Banfield and found out they didn't give him his rabies shot the last time he was in like they were supposed to. They had to quarantine my Dog for 10 days costing me $15 a day because of their mistake. When I called they told me I cancelled the appointment which wasn't true. Went to cancel my services and had to call HQ. HQ told me I would have to pay more money for services already done just to cancel (one check up was over $300?? And they didn't even give him the rabies shot!?).. I was paying about 1400 a year for 3 dogs. I knew that was expensive but thought I was buying piece of mind. I was wrong. Rip off, terrible service. Take them somewhere else. Read Less

I took my kitten in to get her booster shot and I was 30 minutes late for her appointment. They were almost closed and there were more patients to be seen, however they did not hesitate to fit her in! They have amazing techs with great vets. One went out of their way to tell me how much they loved my kitten. They were amazing! Read Less

We've had a disappointing experience with banfield. We adopted our cat a year ago, and a few days after we brought her home she started having seizures. We called banfield because we lived nearby and it was convenient. They said we basically had two options, we could get an MRI to see if they could figure out why she was having them, or they could start her on medication and see if it helps. We opted for the medication, as we couldn't afford to get the MRI's. They told us she was too small to take the tablet, so they'd have to contact a compound facility which takes a long time. They said if she keeps having seizures in the mean time to take her to another veterinary hospital in Salt Lake City. We ended up having to take her there and they gave us a prescription for a large supply of the liquid medication that day (after persistantly trying to pressure us into just putting her down and not dealing with any of it, which was aweful.) I don't understand why banfield couldn't have done that and saved us the extra trouble and money. We didn't hear back from banfield for a few weeks about the compound facility, and when we did they gave us a tiny bottle that lasted about 2 weeks. When we needed a prescription refill I called the vet in SLC but they said she needed blood work before they could write a new one. So I went into banfield to schedule a drop off to have her levels checked. I took her in at 10:15am for her drop off and when they took us back the nurse asked if she needed her vaccines to be updated and everything, so I said yes, and also opted in for them to trim her claws for a little bit extra. I didn't hear back from them until almost 6pm. They told me all her vaccines are current and her ear swab looked good. I asked about the bloodwork for her medication and he said he didn't even know they were supposed to be checking them. They didn't do the thing I made the appointment for. He then told me because we give her the medication at night, they can't do the blood work and I need to contact the vet in SLC and have it done there. I don't know what the point of paying for the plan every month is when I end up having to drive all the way to this other place anyway. And on top of it all, I paid almost $14 for them to cut her claws WAY too short. I'm honestly surprised they weren't bleeding. We're canceling our plan as soon as we can and we won't be coming back. Read Less

Both of the times I have taken my puppy were good. The staff was nice and gave my dog treats and kept me very informed. However, the second appointment was for the second round of boosters and when the vet inserted the needle it PIERCED my dogs skin in one side and out the other. He even started to administer the shot and the vet tech had to tell him it was leaking onto her hand because he wasn't paying attention. His name is Dr. Hatton. He acts afraid of the dogs I've seen interact with him and is kind of airheaded during the visits. My vet tech did almost everything at both appointments. I was very unimpressed by the vet, but the vet techs were very capable and knew what they were doing. If the vet changed I would continue my plan, but I'm ending it as soon as it's over. Read Less

Oh my! Never have we experienced such horrible customer service! We were recently told our pet would need hundreds of dollars of work. When we balked at the price, they made us feel like we were the absolute worse people that hated animals or something like that. Then to top things off, they actually yelled at us for wanting a refund on medicine that we paid for and THEY DID NOT STOCK! We will never and I mean EVER use their services again. I would advise anyone looking for pet care to look to someplace that treats humans with the same care and respect that we would want them to have for our beloved pets. Read Less

We took in our puppy for his vaccinations and had a great experience. Staff was great, took care of our dog and was very understanding with our questions. Will continue to use this location for our next pets down the road. Read Less

We took our dog in on a Sat. night at 6:40 to no one at counter an they explained they were closing. We were stressed as our dog had developed big gland lump on his neck during the day and got worse. They did not care but had a vet look and we agreed to proceed with biopsy around $130. The counter girls started looking up every possible late fee and charge because it might go past 7. Did not care about sick dog at all or our concerns. We have heard similar stories about service but it was getting late. We just left because the counter girl was totally non caring and wanted to jack prices because she may have to be late. No concern or care about dog at all. Read Less

We just moved to Utah and have been using Banfield for years in Colorado and Florida. I have never had such an awful experience than I've had at this location. We took our two dogs in for a comprehensive exam where you drop them off and leave them all day. That day, we never even met the doctor who was taking care of them. We were given antibiotics and eye wipes for ear and eye infections. No big deal.We had a follow up appointment 9 days after our initial consultation which is far too soon to determine whether the antibiotics are working or not. We saw a different Doctor who wanted to give us $50 eye drops and $100 food in addition to the $250 vet bill we had 8 days earlier. We were late for our follow up appointment and we're waiting an additional 5 minutes for the doctor to see us. As soon as Dr. Clark walked in she was rude, exasperated, and contradicted everything we were given for our consultation. I will absolutely be finding a new Banfield that is more organized. Read Less

We have been a customer for a while and took four pets here over the years. There are two stories. We came 45 mins before closing with our cat, all we needed was 5 minute to help take a tight bandage off her tail because we couldn't do it ourselves. They said they didn't have any time for us because they were all leaving. All we needed was one set of hands for 5 minutes, that's it. My cat was in so much pain and they didn't even care. And they said if they did help us, they would charge us an arm and a leg. Are you kidding?! Its just 5 minutes for a single freaking bandage. The next one is about my other cat, we took him in for a check up, he was getting old so we wanted to make sure he was doing well. We dropped him off that morning and went to pick him up that afternoon. They told my mom the price after and she couldn't pay for it so they said we had to put him down just because we couldn't pay for a check up. We ended up ending an innocent and healthy cats life because we couldn't pay for it, and putting him down ended up costing even more. I hope other people have better luck and a better experience. Read Less

My 3 cats are taken care of by the doctors and nurses here. They remind me when the periodical health checks (twice a year per cat) are due. Scheduling and everything seems very efficient. They also allow drop off in the morning, so I can drop my cats off and go to work, then later pick them up. I feel my cats have better health plan than humans in my house, at least they are monitored better. Read Less

I went today for the first time with my two dogs and Dr Clark and her tech took amazing care of us. They were adorable with my dogs and got them a thorough exam quickly! I have never had a vet spend so much time with me. I am very impressed. Read Less

BEFORE GETTING YOUR DOGS TEETH CLEANED... -Here's the quick version: Save yourself a ton of money and just buy a $20 supplement off amazon called "Plaque-Off" that you sprinkle in your dogs food (composed mostly of seaweed) and it completely cleans your pets teeth as well takes care of their nasty breath. -Here's the longer story: And when I say you could save a lot of money, I mean my perfectly healthy 3 year old pomeranian (purebred, but probably inbred) developed an autoimmune disease called hemolytic anemia after his teeth cleaning. He has had to take steroid medication for going on 3 years and is suffering from many of the adverse effects of long-term steroidal use, such as obesity, GLAUCOMA, painful joints. He's still young but acts like a dusty old man. Apparently extremely traumatic experiences can trigger autoimmune diseases, which is exactly what a teeth cleaning operation is for dogs (traumatizing). You have to hand your dog over to a stranger in a place dogs find terrifying, where they stay in a kennel for half the day waiting like death-row in mates for their turn on the operating table to get sedated via IV for their dental cleaning. Maybe that's a little overly dramatic, but maybe not from a dogs perspective. Anyway, Banfield isn't a bad place for check ups and their vets are very nice. But the traditional dental cleanings are way too expensive, and NOT the best or easiest option. Read Less

The techs and doctors are all super nice! They love my puppy and even know her right when we walk through the door. My puppy hurt her leg after a hiking accident and we thought she might have needed x-rays and turns out she was just bruised up. We recently got her spayed and things couldn't have gone smoother. I read the bad reviews and it seems like people are upset because of the wellness plan and how they couldn't get a spot in to see because they were busy. My puppy is under the wellness plan and they tell you over and over that it is not insurance, there is no guarantee to have open spots for whenever, and it is also not an emergency hospital. So far, I've gotten what I paid for and feel great about their service. If you think your dog is badly hurt and needs immediate assistance, this probably isn't the place to throw it on unless if you're willing to wait a day or two. Other than that, super friendly people, love the doctors and couldn't be happier with Banfield in American Fork. The Banfield Hospital on University Parkway in Orem can go eat a bag of poop though. They really are no help. Read Less

Been a customer of Banfield for 6 years. After my last experience at this particular Banfield, I will no longer go to ANY Banfield clinic. Here are a few highlights (or lowlights) from my experience: Paid much more then I was originally quoted over phone Paid for services not given When I asked later for the services, I was told they required more money Business manager is unprofessional and thinks when a customer is unhappy with their experience she should call them honey. it's demeaning. Paperwork I was given (international health certificate) was filled in incorrectly from the Vet, with the incorrect microchip number, which is crucial to import a dog anywhere. I've spent the last three days trying to rush to get things correctly taken care of due to my experience. At this point, I would not even suggest my worst enemy take any animal there. The front staff is unprofessional, dishonest and have very little understanding of customer service, especially when they are in the wrong and have an unhappy customer they are dealing with. The back staff while kind, are inefficient at their job, giving out official documents that are incorrectly filled out. They also are not knowledgable about what is required to import a dog to the EU, which I could understand since I'm sure its not something they do often, however upon calling to the USDA I was notified that all the paperwork is on the same site and the vet should have an understanding of the process. I could look past the errors, however my dealings with the office manager were so terrible that it has soured my entire experience. If you do not have an office manager that can handle and work with customers, you can not have a successful clinic. Read Less

Very hard to get a sick pet in. I needed to establish a veterinary care for 3 existing pets and a new puppy. something was wrong with the puppy and she seemed very stressed out. they could not get her in for a week and a half or as an option 3 days from the day i called I could drop her off in the AM and they will look at her between surgeries. Puzzled by not being able to be there to ask questions and point out particulars during the exam I tried to question the woman as to if I would have a chance to speak with the vet she seemed to get frustrated and told me if my pet was sick I would want it seen regardless. WELL NO I will find someone else and I did. I don't like the idea of ANY of my pets spending hours in a strange kennel waiting to be seen by a vet without me to comfort them. My pets are family!!! I was successful in finding another vet who saw her the next day and i was able to have a conversation and ask questions as she was being examined. Read Less

DO NOT WASTE YOUR TIME AND MONEY. Our dog had a foxtail in his paw and after two appointments and $650+ Dr Nelson in Orem Banfield still did not do anything to help our dog. He said he upped his antibiotics and when we looked at the invoices realized that he did not change them at all. ALSO, our dog was over sedated. He was falling over and out of it for the entire night. When we went to a different doctor in Provo he took one looks at it and confirmed our thoughts that it was indeed a foxtail and a simple procedure would have and still may fix it. When he was out of surgery, he acted much better after sedation. You'd have never known. At this point our dog had not only been punctured, but he had a massive mast of infection up his paw. When questioned about all of this they were extremely short and defensive and dr Nelson gave a sob story about his school loans and bills. We are still fighting to be at least partially reimbursed. Go elsewhere and spend much less to get better care. Read Less

This evening I went to PetSmart clinic 1393 in American Fork, and the service was terrible. We took our bulldog because he has cherry eye. The nurse Candi asked for the vaccination record but we didnt have it. Candi insisted and insisted to neuter the dog and apart from that she laughed in our face when we asked her about getting vaccines on the weekend but at this time we just needed an eye checkup to see the if he needed to be operated on and the cost for the surgery. We got into an argument with Candi that ended throwing her out of the room a Veterinary entered and apologized for Candis laughing, saying she couldnt believe that she would ever act that way. Before she left the room the Veterinary told us that she had already sent the quote to the receptionist, but when we asked, the receptionist (Jessy) said they had nothing and absolutely did nothing for about half an hour. We got tired of waiting and I decided to call to cancel the plan we had with them and not until then, did they give us the quote for the surgery. In the end they never checked or said anything about the eye but gave us an ointment without instructions. Its really disappointing that when we get worried about our pets and take them to a clinic, that supposedly is there to help you, and end up only disrespecting and simply do nothing at all which is what the COMPLETE STAFF that was there today did. Read Less