Banfield Pet Hospital

JR P

They were great with our pet Rocky. Surgery went perfect and he has recover nicely. Great people with outstanding customer service skills. Highly recommended.

LMR

The worst service ever -STAY AWAY. I wanted to put my dog on preventive heart worm medicine but the practice manager, Nicole Salas does not want to have the vet give me a prescription to buy it UNLESS I buy it from them. I have filed a complaint for they cannot force me to buy the medication from them. As a customer I should be able to get a prescription and buy the medication wherever I please. The manager was very nasty to me too snd treated me as a third class citizen with a very racist attitude. Don’t go to this place, their optimum wellness plan is a scam!!! You are better off at a real veterinarian’s clinic.

Dr. Hall

*DETAILED REVIEW* This is my first negative business review as I tend spread positivity but I am sincerely concerned about the unethical practices of this Banfield location. My puppy is at the recommended age for neutering. However, I was undecided about the procedure but the front desk staff suggested I make an appointment as the availability for surgery was limited. I made an appointment a month away and asked that a doctor call me asap possible to discuss the procedure. Front desk staff asked for my best contact number and ensured me I would received a call from Dr. Tran. I never received a call so I reached out to follow up and was told that I should speak with Dr. Alvarez as she would be performing my puppy's surgery. After following up several additional times, I finally received a call from Dr. Alvarez the day before the scheduled procedure. I decided to move forward with the procedure based on her information and recommendation. The following day I dropped my puppy off at 7:00 am and was told his procedure would be done by midday. Unfortunately, his procedure was not started until about 2:30p. I was disappointed as he had been there all day and no one contacted me to mention a change in schedule (I had to call them). Also, I was told that my puppy would need to remain at the hospital 3 hours following surgery for monitoring. This location closes at 6p so I was a bit confused by how this would be possible. I asked to speak with a manager to express my frustration and gain clarity. The manager, Nicole Salas, was astoundingly unprofessional. She informed me that Banfield does not usually call to educate dog owners about neutering/spaying procedures as they are so simple. She made multiple excuses to explain the reason I did not receive a call from a doctor for a month. She never apologized for any of my inconveniences and spoke in fairly condescending tone. When I arrived to pick up my puppy, he was groggy so I ultimately carried him to my car. Prior to this, I asked to speak with Ms. Salas (the manager) and was told that she was no longer there. A nurse tech came out to share post procedure directions to a couple picking up their puppy who has been spayed. Following this conversation, the tech walked to the back and the front desk staff brought my puppy out and began explaining post surgery procedures. After I asked about his medicine, she also tried to answer to the best of her ability. I also asked that she show me his incision and give me an idea of how it should look as it heals. Although I had a phone conversation with Dr. Alvarez immediately following surgery (which I appreciated), I imagine someone other than the front desk staff should be available to answer medical questions at pick up.

Christy Parker

I have used Banfield services since 2015 and services have progressively worsened. I was very satisfied until this past year. This past year, I enrolled my puppy in a puppy care plan. The year is up and they did not provide the DNA test that was offered with the plan. I spoke directly to the manager in April and was told she had me on a list and would call me personally when the test kits came in. It is now the end of August. I have twice called for services related to my dog vomiting and been told nothing was available for over 2 weeks and to call another Banfield. Today I requested a refill for heartworm medication and without asking, the woman assumed I had not given it to my pet for 6 months while my pet has received it monthly and last received a 6 month prescription from Banfield. She put me on terminal hold without saying she was doing so and I am without a time to pickup my dogs medicine. This leads me to additional concern that the record has not been updated. At any rate, over 50% of the staff that answer the phone are impatient or rude and do not provide the services requested during the telephone call. Often no one actually answers the phone and I’ve not received return calls when I’ve left voice mail. None of these concerns are a testament to the quality of the medical professionals but all due to the lack of customer service and Banfield taking too many patients on wellness plans. Money over customer care.