Banfield Pet Hospital

I would give this place zero stars after today if I could. I have my 6 month old puppy on a wellness plan and have only taken her to this location thus far. I have not had an issue with any of her routine (and completely covered by the wellness plan) visits, but had the worst experience when she desperately needed to be seen. I called on Thursday and asked to make an appt for the next available time, that was not a drop off appointment, as my dog has been chewing on her tail until it is raw. The soonest that they could see her was today at 2:30. I called at 12:00 to confirm (I was not given the usual confirmation call) that it was at 2:30 and was told my appointment had been scheduled for 11:00 today. I explained that I would’ve gladly taken the 11 if offered it, but was only offered a 3:00 or a 2:30. The woman on the phone shuffled me to another employee, that was not a doctor. She repeated the same thing. I explained again that she needed to be seen. We had now waited 4 days and needed to be seen today. She put me on hold to consult the doctor, who never spoke to me directly, and then got back on the line to tell me that I could come in and maybe be seen today. I expressed that this was now an urgent matter and had to been seen, and I was told to call other locations or go to an emergency hospital. This is absurd. I made my appointment, Banfield takes my money every month, and I not only was scheduled at a time different than the one I was told but I also was not given a reminder call, was not apologized to, and was not accommodated in any way. I work in a customer service environment and understand what it is like to have to meet demanding and high needs, but this company did nothing to help me, a loyal customer, or my puppy. I will be contacting the customer service department, because if I can’t be seen when I make appointments then why am I on a monthly plan to have that ease of access? Any “pet hospital” that actually cared for their patients would’ve allowed a patient in her condition to be seen, especially when a member of their staff promised such. Read Less

I had taken my cat to the Short Pump Banfield to get her kitty caps applied to her nails. My cat has gotten them applied at a different vet before and we've never had any issues and the caps usually last well over a month. I paid Banfield to have my cat sedated so it would be easier for the vet to put the kitty caps on. When Dr. Rydell applied the kitty caps to my cats nails, the nails were cut way too short and 3/4 of the kitty caps fell of within 3 weeks. There was even blood in one of the caps because the quick of her paw was clipped!! I called Dr. Rydell to let her know the nails were cut too short and the caps wont stay on because there isn't enough nail for the caps to hold on to. Long story short, neither Dr Rydell or the shift lead, Brenda wanted to take any responsibility and they said that they always cut the nails short 'so the caps will stay on longer'. Well, needless to say I will never spend my money there again because they're obviously too incompetent to follow the directions on the kitty cap guide which states to only cut the TIP of the nail, not the majority of the nail. Thanks for the headache and stress you guys have cause my cat and I. I will be sure to spread the word of my awful experience with this location. Read Less

Convenient for the pet plan and quick check ups. That’s the only pro their service and everything else is piss poor. Horrible at telling you the truth and are robbing you blind. First our large dog was having terrible stomach/stool problems. Wanted to charge us all these ridiculous “necessary�� tests to determine the cause. The tech up front said you should just try not feeding him chicken and la de da he was fixed. So I must give kudos to her. Then my small dog cracked a tooth, told me I’d need to up to the dental plan and the grand total to abstract the tooth would be around the $600-700 mark. I took my dog back home to our family vet and got the tooth taken out no problem. For less than $200. I think it’s time to find a new vet that’s honest. Read Less

I loved everything about the visit. It was clean, it was quick it was quiet and the staff are wonderful. How ever I just got home and found they had given me another patients bottle, but it did contain the correct medication. I called and they assured me that what I had was correct, and then they gave me the corrected dosing instructions. Would have given a 5 star, if they hadn't have done that. Will return again for additional flea medication and shots in the future. Read Less

Called two times in one three day period to get advice for ill cat not eating, vet declined to speak to me and didn't make promised callback -- both times. Exactly one week later cat is dead. Thanks for nothing Banfield Short Pump. Read Less

Called two times in one three day period to get advice for ill cat not eating, vet declined to speak to me and didn't make promised callback -- both times.  Exactly one week later cat is dead.  Thanks for nothing Banfield Short Pump. Read Less

Do not ever go o ban-field. They are very rude after scheduling appointment at 5 pm in 100% temp. when my cat was crying while taking her. And manager at Short Pump refuse to take me as I am from another country. These Ban field staff is hateful. Pl do not go there specially if you born in another nation. This man is republican and racist. Read Less

I have never used Banfield pet hospital, but that hasn't stopped them from putting an account with my information into collection.  I was extremely surprised to find on my credit report 3 accounts that were all in collection that I was unaware of.  After looking over my credit report I noticed that all the accounts belonged to Banfield.  When I contacted Banfield I spoke to a wonderful vet at first, who forwarded me to their collections department.  Their collections department were absolutely no help at all.  I gave them the date that my accounts went to collection, my name, and my address - literally all the information I had about these accounts that I NEVER opened.  The person on the phone told me that there were too many records with my name attached to it (my name is Michael and I have a somewhat common last name) and that she couldn't find the account that I was refering too after about 3 minutes.  I was amazed that this little care would be given to someone who was obviously hurt by their companies business practices.   Be aware when dealing with this shady company. Read Less

In December, our Boston Terrier Maggie, injured her leg while playing ball. The hospital saw her immediately. The staff was very conscientious and caring. She ended up having inflammation in her shoulder which was easily treatable. Thank you, Banfield! Read Less

In December, our Boston Terrier Maggie, injured her leg while playing ball. The hospital saw her immediately. The staff was very conscientious and caring. She ended up having inflammation in her shoulder which was easily treatable. Thank you, Banfield! Read Less

I signed up for their monthly dog plan were spay/neuter, shots, and checkups are included and I truly regret doing so. The staff were always very rude and seemed to not care about helping or giving information. We never got to talk directly to a vet when our dog would get looked at! Our dog developed a hernia from the spay and also ran into digestive issues and a vet was never available to talk to us. We cancelled our plan and will now have to pay a large total to cover the work done so watch out if you do sign up and then want to cancel.Read Less

I am very disappointed in the conduct at this location. I have been to several locations as I have moved around a lot. This location is by far the most unethical location. My husband and I had the insurance plan for almost a year and decided we did not want to renew as my employer offers pet insurance. A month before the plan was to cancel I called to cancel the insurance  (even have email proof) however they said that I should wait till closer to the expiration date in order to get my dog into the office one last time before cancellation. My husband set up an appoint and explained to them that we just wanted to do what was covered under our current plan as we did not want to renew our plan. We were told that would not be an issue. When my husband took our dog in for the appointment, the Vet told him that they could go ahead and give our dog her yearly shots before the plan cancelled. My husband, thinking the best of everyone, agreed. Then as he was cashing out the receptionist asked if he was renewing his plan and he said that he did not want to do anything with the plan at that time. As normal he signed electronically for what he thought was his receipt. Though he should have read what he was signing, he assumed since he said that he only wanted to pay for today's services, they would not have given him anything else to sign (legally and ethically). The next day we called to cancel our plan as instructed and they proceeded to say that it was going to cost us $440. We did not understand as we still had 2 weeks to cancel our plan without penalty. The customer service representative told us that he had a copy of a renewal contract that was signed in ink. My husband explained that he did not receive any documents to review and did not sign anything with a pen. The customer rep continued to say that he had an ink copy so there was nothing he could do. Then my husband ask for a copy as he did not receive an executed copy of any agreement while he was there. Then the customer rep said that he did not have an ink but rather an electronic copy of an agreement and that we would have to go to the location to discuss further. My husband went to the location to discuss any option for us to cancel and they were unhelpful and said that he needs to review what he signs next time and to take it up with corporate. Now we are stuck in yet another year contract even though we took all measures to cancel. I cannot believe a company would conduct business in this manner. I hope to hear back from Banfield or anyone who knows how we can fix this problem. Read Less

I recently had to take my dog in after she showed signs of a UTI. Being 4th of July and new in town, I panicked because I needed her treated ASAP and feared all the local veterinarians would be closed. I searched Yelp and came across Banfield. I wasn't going to let the negative reviews stop me because I knew Ruby was miserable. I spoke to Kristen and she told me that while they were booked for the day, I could come in as a walk in but there would be a wait of an hour or longer. I decided to go in anyway. The ladies at the front greeted me and remembered who I was. They had a room ready already and we waited maybe 15 minutes and saw the vet tech who was showed concern and care for my dog. We were there maybe an hour and a half total. Dr. Crater was very friendly and helpful. I would highly recommend Banfield because of their professionalism and willingness to help their patients. Read Less

My family really loves Banfield. They know my pets by name and they go above and beyond to provide good care. During the few times we have had an emergency they have seen us right away! I love the weekend hours. Their bedside manner is wonderful and I feel confident that they are caring for my dog and three cats. Read Less

If I could give 0 stars I would. Horrible customer service and very rude. My dog went in as she was having a uti and all the doctor could tell me was how spoiled she was and that she needed to not sleep with me every night and be carried by me. I'm sorry...what happened to giving my doctor the medicine she needs. The wellness plan that I was on didn't save any money and it all just seemed like a 711 for pets. Stay away! Read Less

Very friendly staff who genuinely cares about their animals. I called this morning with general questions about the qualities of a mixed breed versus a pure breed (first time potential pup owner). Very helpful, realistic and understanding. I look forward to bringing my pup here after I get him/her.Read Less

Very friendly staff who genuinely cares about their animals. I called this morning with general questions about the qualities of a mixed breed versus a pure breed (first time potential pup owner). Very helpful, realistic and understanding. I look forward to bringing my pup here after I get him/her.Read Less

Recently switched from another Banfield to this location. TOTALLY better! Excellent service. Caring staff. With all of the problems my dog has, it's good to know that I can depend on Banfield Short Pump to take care of each and every one of his needs. They know me and him instantly and he hasn't even been a "patient" there long. Read Less

Awful customer service.  All the that the staff wanted to do is sell us stuff. The first words out of the nurses mouth was to push a do training class on us.  Even the doctor there was not very caring. Read Less