Banfield Headquarters

Mitch

My family's dog was "accidentally" cut while in the building including the Sugarland, Texas location. with blood everywhere, and all the "doctor" could do was laugh? What kind of a sick would laugh at a bleeding dog? Especially, when asked to stop? And never apologized for her behavior? Not only are we never going to take the dog anywhere near this place: We will let everyone know what type of "Doctor" works at this place.

Phadra Sova

I was going to the Biltmore location and we didn’t have any issues there. We moved and I started taking my dog to the Baseline location. The communication and level of care there is terrible. My dog is in palliative care, he has CHF and bronchomalasia. Dr. Lucero has no idea what she is doing. Brad is very rude and he doesn’t listen. I know we’re all under staffed and stressed out but it’s important that a Dr. review a chart before consulting with a patient. She was talking to me about care for my pet after getting Brad’s interpretation of what was happening because he would not listen to what I was saying. I think it’s very important that Dr. Lucero receive support until she can get her feet under her and so no one’s pet gets hurt. Initially I had taken my dog in for a cough. I was sent home after he spent an entire day there with no information, no instructions, nothing to help my dog. I had to insist she see him again on Monday. He was still coughing. She ordered X-rays for him on Monday. I took him back he was there again, scared for several hours. After looking at the X-rays herself on Tuesday she then told me she believed he had a mass in his lungs, he was in A-fib, and that she didn’t believe he was retaining water. She sent me home with nothing to help him. Of course I opted to pay the extra money to have the radiology report professionally by the 3rd party that Banfield uses. We received the report on a single image the next day. He was then given some Furosemide because from the one X-ray view the radiologist believed he was retaining water. I drove there again to pickup the meds. I was initially told a 24 hour wait for a radiologist to read all 3 X-ray views but we actually had to wait several more days before I was given the actual full report. Apparently, they experienced a “glitch” while trying to send it in the first time. Then the other Dr. called from Baseline location the day the report from the radiologist was received. He told me the report showed that my dog has bronchomalasia, his heart is enlarged and he was not retaining fluid. I told him he was responding to the furosemide and he said that while it has antitussive properties it was not the best choice for him since he was not retaining water. I’m was quite confused by this point. He switched the med to hydrocodone homatropine. If Dr. Lucero had reviewed his chart she would know that he has CHF and that his left ventricle is enlarged. Dr. Lucero also mentioned that he was in a-fib. However, he went to the cardiologist within a month for his 8 month checkup. The cardiologist didn’t say anything about a-fib. He said that his CHF had progressed a bit but not dramatically. When we took our other puppy to Baseline for her well puppy exam, they failed to trim her nails, we asked if it was done when they called, asked again when we arrived to pick her up, and paid for it. They were not trimmed. We didn’t notice until we were home. Terrible customer service, rude staff and incompetent vet at this location. If you have to use Banfield go to a different location. We will make the drive to the Biltmore location where he can see Dr. Cromwell whom I feel I can trust.

Derek Del Valle

Would not recommend them, especially getting the wellness plan. We had to put our 11 year old dog down due to cancer and I couldn’t cancel my plan after he passed. I had to relive the pain and call them several days after when I had the strength to call. Once I called to cancel, they told me they were able to waive some fees but I still owed another $100+ to cancel the account. The person on the phone told me they get a lot of complaints about people having to do this after their pet passes but yet their policy hasn’t changed. Also not happy they took over our local vet. The quality of service changed and prices went even higher once they took over.

Stephen Jefferson

Banfield truly has declined in their quality and services. I would not recommend them to anyone anymore. They do not care about providing the services they include in their packages. No appointments available for over four months at multiple locations. Appointments cancelled. You will still be charged if you animal passes away for the remainder of the year. So overall, I cannot recommend them because of the terrible service that I have received from the general company and the lack of personable communication from the vets and customer service representatives from their headquarters.