Banfield Pet Hospital
Reviews and Complaints

I hate it at my BANFIELD. We have a [censored]ty manager who’s never around to help when we need them. It feels like we don’t even have a manager. He’s a manager of two hospitals he can’t even manage one. You guys need to fire him or something. He’s so bad he throws everything on his shift leads. He switched to a new hospital and it’s like he disappeared. 5272 hospital

On May 22, I took my pet to the clinic and was asked if I wanted to pay my past bill first or go to collections. I told the woman when I made the appointment the man told me that my pet was due for vaccinations, and they were paid for under my plan. So, I made the appointment to take my pet in. The woman was not clear on the cost I was supposed to pay. So, she made a list of charges and gave them to me, and upset that she was, placed me in a room. A woman came in and I told her what was wrong with my pet. She told me what services were need to my pet and then she quoted me some prices for the visit and other charges totaling more than $100. I asked her what the difference in the treatment and the cost and she was not sure which one cost the most. When I asked her about the differences in the wash vs the swab, she kept mixing them up trying to confuse me, telling me that both were between $20 to $50. I told her that I felt I was REALED in with a selling pitch to forceably overpay for the exam, treatment, and vaccinations, I asked if I could get some kind of inconvenience discount because of the misinformation I was given from the beginning.

The woman that I was speaking to left to get the doctor and came back with Jay Jennings. This person was aggressive and instead of "customer service" she became hostile and told me that I was lying about the phone call. This person had no reason to talk to me the way it did and accused me of lying. She said that her group of people did nothing wrong. I was the one that was lied to and blindfolded into money-for-services threat.

Jay Jennings at Banfield Pet Clinic and the entire Pet Smart store personnel are hostile environments. I will be sure that Pet Smart is aware of this entire episode.

If I knew I had to pay for the vaccinations, I would have made other arrangements somewhere else? The man that made the appointment told me they were included in my visit when I called before going in.

My dog passed away last month, I canceled the plan and was billed for May 2024, I called Banfield and was told I will have to pay for another 10 months due to service costs - at no time was I given information that Banfield would required payments beyond a living pet or that a contract was made requiring additional payments for the plan. In addition, Banfield raises rates every year without notification.

I was out of the country when my dogs went into labor! My friend took her in for a c-section I paid 1500 after I was quoted 900 not a problem I love my dog the problem is they sent the dead pup that did not make it with my live dog and new pups in the same crate wrapped in a [censored]ing towel poor [censored] service totally disgusted that is the nastiest infectious thing you could have ever done I pay way too much samn money for poor [censored] service how would you feel

My dog is seen in your 5th street location in Austin Tx. He has been seen there almost a year now. He is on a controlled substance for his cough due to heart failure. This is not a new medication I have picked up his prescription before with no issues and they are able to complete same day. I called at 1 on Friday to have his prescription ready for pick up so that I could swing by and get. I was at that time informed that the Dr was no longer there, and she was the only one that could write prescriptions. I was told that someone would call me back and figure out what could be done he needed his prescriptions asap. Well I never received a phone call. I called them back around 4ish spoke with someone by the name of Tiffany, she had to be the rudest person I have spoken with, like I was wasting her time then she hung up on me. So, I was venting on why they allowed this to fall through the cracks and that we should have been notified that the only Dr available to write his prescriptions was no longer there. Then they made me aware that the Dr was at Mueller and I could go get prescription from her. I verified with them that she could write it I was assured that she could. I then drove all the way to Mueller and only to find out that the Dr was not able to write the prescription there because she did not have her pad there for that location. I told them I could meet her at the 5th street location but was told she wasn't feeling well. Well that really upset me. My dog doesn't feel well either and relies on me to take care of him. At this point I have had to leave a function at my son's school to drive to Mueller hoping to get a prescription, it was a waste of my time and money. I was beyond angry. I have had to drive around Austin, I do not live close to either location. I was told Elsa or Liz would contact me today but I have yet to hear from anyone. I was able to get him seen but had to leave from camping with my son for his bday so that my dog did not suffer from your lack of competence to let the patience know that Dr was no longer there. I would like some type of compensation. I pay you guys monthly and at the time of any services rendered without hesitation I was literally sent on a wild goose hunt with no regard of what I had going on. This was avoidable being a responsible company and notifying the clients of that Dr. My personal Dr is closing her practice and I received an email, a letter in the mail and a letter in her office. These are not hard things to do. Had one of these things been done ahead of time this issue would have been avoided. This is very unacceptable. Banfield as a whole need to de better someone or something fell through the cracks and my son and dog had to suffer from your lack of notifying patience.

To whom it may concern,

I am very unhappy with the unprofessional service that I received today, April 12, 2023. Over a month ago, I scheduled an appointment for both my dogs, Teddy and Nana. At the time of scheduling, I asked if I could take our dogs in the month of March and get the annual county tag for Teddy. I was informed that it had to be done the month of. Therefore we scheduled it for April 12, for 8:15am drop off. I received an email confirmation for both dogs.

Example:

Nana’s appointment is on April 12, 2023 at 8:15amAppointment details

VISIT TYPE: A Drop Off Exam

LOCATION: Banfield Pet Hospital Of Kendall Market Square

11784 SW 104th St, Miami, FL 33186

Saturday, April 8th, I received a text reminding me of the appointment

Monday, April 10th, I received two phone calls with VM:

Transcribed message.

“Hello good morning we're calling from the hospital in regards to Theodore and Nana we just wanted to let you know that unfortunately for his appointment on Wednesday their doctor won't be there she's having an emergency just give me a call back at [protected] if you can reschedule. Thank you so much…”

Monday, April 10th, I returned the call and was told that If I was okay with it, that they had another doctor that could attend them. I agreed.

Monday, April 10th, in the afternoon, I received another text confirming our appointment.

Wednesday, April 12, my son-in-law took both dogs to LOCATION: Banfield Pet Hospital Of Kendall Market Square 11784 SW 104th St, Miami, FL 33186

While there, he was asked what service they needed.

At 8:24am, My son-in-law called me and I spoke to them. I informed her that I wanted whatever they were due for and Teddy's tag. She told me that she didn't know what they needed but would have the nurse give me a call before any service. My son-in-law was told that it wouldn’t take long and if he could wait, which he then went to the car and waited.

At 9:05am, I received a call from Banfield and I thought it was the nurse. The lady proceeded to inform me that she had called me accidently because she was calling for Nana and Theodore. I told her that she had called the right number, but she said that the dogs were ready and she was trying to call the gentleman that was in the car. I asked her what was done to the dogs, and she told me again that they were done and ready to go. I told her that yes, that was my son-in-law that was waiting and again asked what had they done to the dog. She was very agitated on the phone and told me the dogs were barking and she wanted him to get the dogs since they were done. This was the forth time that I asked her, so I finally spoke in a firmer tone and explained that I understood that she was trying to get the dogs out, but that I had requested for the nurse to call me and I didn't know if she was the nurse. She said that no, she was the doctor. I told her that yes he was outside waiting because even though it was supposed to be a drop-off they told him it would not take long if he waited. However, I wanted to know what they had done to the dogs. At this point she proceed to telling me of the Vaccines, Heartworm testing, fecal exam and bloodwork. I asked her about Teddy's arthritis and she asked me if he was on medication. I told her not yet as they had just informed us on the last visit. She then said to give her a minute to go check him. She returned to the phone to say that yes he still had it. I asked her what she recommended and she told me a joint medicine and I asked her if she could tell us which one. I then asked her about the tag and she said that they would put that all together for him and if my son-in-law could come and pick them up. I told her that I had texted him as we were talking. I also asked her about Nana and she told me what she had done.

When my son-in-law returned with the dogs, He handed me a bag with a syringe with medicine. When I asked him what that was for, he told me that Teddy didn't want to take it so they sent it home. This is the first time my dog has not taken anything that he was given at the hospital. There were no directions on the bag, such as when to give it to him. I asked him for the summary of what they had done and he said that they gave him nothing. I asked him if he signed for anything, paid anything and he said no. I asked him where Teddy's tag was and he told me that they had run out and we could visit another hospital or the county.

I was very upset and tried to call the office. Call after call, all I got was that they were closed. I then called another hospital

Located in: Plaza Alegre

Address: 2601 SW 147th Ave, Miami, FL 33175

And spoke to Adrianna. She was very sweet and tried to help me. Her hospital manager also tried to help and called the other location and received the same message. Her manager tried to call the manager of the other hospital and was not able to get through. Unfortunately she couldn't help me because my records needed to be unlocked. At my request, Adrianna looked for headquarters' number and gave it to me.

I called and was told that their was a 26 minute wait and I chose to get a call back.

At 10:28am I received a call back. I spoke with Tasha. She says that she is the only Tasha and that she was the Customer Service representative even though she was for billing. When I asked to speak to her supervisor, she said that there was not one that I could speak to. That I had to send an email with my complain. When I asked why I had to do that if we pay for a service to our pets and they had not been able to provide it, she said that she understood and that she could put in a request but that it would take some days for them to get back to me. I asked her if there was another number that I could call, like Headquarters? But she said that this was the only number and that I had to write and email. I asked her if she could contact the region manager or the district manager, she said that I had to write and email. I asked her to please send the email request and if she could send me an email that she did that. She did explain that she had no power to email me because she worked from home.

At 10:40am I finally got through to the hospital. I spoke to Jesse and he heard my frustration. I asked him to have The Hospital Manager, Maria call me since she didn't arrive until later in the day. He told me he would and emailed me what they had done to both dogs.

At 12:13pm The nurse called me. I told her what had happened and she had an answer for everything except taking accountability for anything.

At 5:50pm I received a call from the doctor that one of my dogs had hook worms and we had to go get her medication. I told the doctor that that is why I had scheduled a drop off because when they stay their, we get the results of all test and if needed, we take the medication needed with us instead of making an additional trip. She says that she thinks that the nurse was just trying to get the dogs out.

Bottom line- I felt that my dogs were a nuisance to a doctor that appeared to be overwhelmed. I felt that my dogs were not properly examined. I felt the hospital has an issue with administration. This is a animal hospital and their job is to prove pet services such as examining my dog, proving a tag and informing me of their physical status. How is it possible that they can run low on county tags and not place an order before running out. I was told that it is the county's fault and not theirs. I was sent to any other office, meaning that because of their inability to properly equipped their supplies, I had to now make the search for it. NOT right!

If you have any question please feel free to give me a call.

Dyanna Cespedes

[protected]

We have been purchasing a powder from Allivet for our pet that he desperately needs in order to be able to eat his food. This requires a prescription from the vet.

Upon calling to order the medicine we were told that Dr. Gwynn had written it for 6 months. However, that was for his Pancre Plus Powder, which became sooo expensive that we switched to the alternative called Epizyme Powder. So, when we called Allivet back, we were told that there was not a standing refill on the medicine, and that the vet would have to call to take care of that issue.

We called Banfield back and were told that Dr. Gwynn was not back until Monday, and that no other vet could do the prescription because it is illegal when said vet hasn't actually seen Jimbo.

My extreme disappointment lies in trying to take care of our pet, and not being able to do so because we didn't know Dr. Gwynn's schedule! That is ludacris! And to add insult to injury is that I paid extra for expedited shipping so that we would have it by the middle of next week. And now, we won't even get the prescription to Allivet until possibly Monday!

We have our pets with Banfield for YEARS! And it seems like in the last 2-3 years we have had more headaches from them than should have ever happened!

On Sunday March 19, 2023, at approximately 1:30 pm est., I was next in line to be serviced. I am African American. Christine or Christina ignored me and attend to the Caucasian customer who was behind me. She never addressed me or made eye contact. She also told the other African American family behind me that someone else would help them. This is a blatant display of racial discrimination which should not be tolerated.

We have had a wellness plan with Banfield almost 20 years. Our pet died 4 months into the new plan. We were only able to cancel the plan with a fee of $67.00. We have never missed a payment. The pet had 1 visit to Banfield prior to passing away. We should not have been told we owe money to cancel.

I do not think we should have had to pay for any time after the pet died in Feb 2023.

I wish the wellness plan employee had more compassion for our loss, and ability to end the fees.

I have had a wellness plan for my dog over 11 years. Thankfully, my dog has been very healthy and only go to the vet for yearly check ups, vaccines, and teeth cleaning. Unfortunately, the dr detected a heart murmur that is concerning during his yearly comprehensive examination February 2023…. the same month the plan renewed. It was recommended that I see a cardiologist. That is when I found out that there is not one within the hundreds of veterinarians employed by the company. Also, I was informed that it’s best my dog not go under anesthesia anymore for teeth cleaning…. which is part of my plan. The vet suggested I downgrade my plan to align with the level of services needed going forward.

I called the Billing Office and requested a downgrade, along with asking why it’s not explained to customers that the use of specialist aren’t apart of their services/plans. It’s difficult to purchase additional plans with existing illnesses.

I was told that I would have to pay the entire cost of the visit which was $700 before downgrading the plan. Mind you, an annual visit is included in EVERY plan regardless of the level! I was floored needless to say! So, I now have to pay 11more months for a plan that includes services I clearly can not use as documented in his records! Not to mention the hundreds I have to pay to see a specialist.

Banfield has one of the most unethical processes to hold people in something even after their own staff recommends what is needed. My dr visit was days after the plan renewed and that didn’t matter! Am I getting reimbursed for what is not needed…. absolutely NOT! Is this even legal! Such fraud!

All of 2022 we paid roughly $50 a month for this scam of a "preventative plan" which didn't do anything in the end. In the fall we brought my dog in because he was in pain and we paid roughly $500 out of pocket for xrays for them to tell us nothing. A few weeks later I noticed he had issues in his neck and was coughing. I noticed his lymph nodes were swollen, and not until I brought it up to them did they notice anything. We then paid out of pocket again for tests and he was then diagnosed with lymphoma in December 2022 (right at time of renewal), but I wasn't told about how the plans work (where you have to pay yearly) when I signed up or any other year we re-uped the plan. We weren't told about anything with his plan or if I should think about cancelling or anything. I was under the impression it was month to month, which would make sense.. So when my dog passed just the other day, Feb 2023, I tried to cancel the plan so I'm not paying $50 a month anymore for a dog that is no longer with us. I called up and nope, they're telling me I have to pay the remaining months or the difference of services used. Tell me how I paid $50 a month for years and yet I still had to pay out of pocket for anything I came in there for and owe them money to cancel this plan on top of everything. It's such a scam and so heartless to make someone who's already going through a hard time still have to pay money for serviced not used and tell me if I don't pay it'll go to collections. Your business is greedy and completely disrespectful.

I have been going to the Mesquite location for years and it has taken me several weeks to calm down from my visit. I have never been so disrespected in my life. Tiara was my nurse and as the visit was coming to an end I was trying to ask her a question about my visit but she kept texting on her phone as she was talking to me, I wasn't understanding the treatment so I ask her another question and all of a sudden she put her hand in my face ( I mean one inch from my face) as I was talking and said she was done talking and she stormed to the doors behind her. I was shocked and I couldn't believe that Banfield would have someone work for them that would do that to the clients. that was beyond disrespectful, that was like a slap in the face. I am so glad Kayla the front office girl that works at Banfield there saw all of it, she was in shock and didn't know what to say either So, I am letting you know I will never be back. Thank you

Starting on 01/29/2023, I called to refill my dogs phenobarbital and after Walmart didn’t tell me until I went to pick it up that Phenobarital is back ordered and no date when they’d get more. I called Banfield in Southdale in Glen Burnie Md on 1/30/2023 to try to get a prescription at another pharmacy. After being told that it was ready for pick up, CVS was out as well of the phenobarital. So I called this location again for Giant pharmacy. I was told by the receptionist that they weren’t picking up and they would keep trying. I called many pharmacy’s with no luck. I decided to call Giant and they did call me back to tell me they had it for the vet to call. I then stopped by my vets office and was told my prescription is definitely at Giant. I go to Giant to pick up the prescription, the girl looked at me and said there was no record of this order. The night before, I spoke with a receptionist at Banfield location, this girl was flip with me and said, it’s not our job to call around to all these pharmacies for you meds. I was really upset. I informed her I know that fact but it is your job to ensure my dog gets her meds and call this medication in successfully. She had a few flip remarks. No one even called me to let me know what’s going on. I am always polite and good to people but after this experience, I will NEVER go back to that location. If my dog dies, because of the neglectful people at this location, I will consult with an attorney. I have never dealt with such a nasty flip person and a vets office. My dog was a patient for 4 years and after Dr Leiken left, it’s not been the same. The turn over has been crazy. Every time I go there, it’s all different employees. I am most unhappy and angry and even thinking to cancel my wellness plan with Banfield. Currently looking for a replacement. The girl I dealt with was a tall heavy set strawberry blonde red hair. I don’t recall her name. I will say, Dr Stoner is a good vet. Otherwise, no redeemable others.

Robin Dalmiras

(Cookie Dalmiras)

Over almost 19 years, I spent $10,588 on my wellness plans for my pet at banfield. Ten thousand dollars! And that was just one pet. I’ve had six pets there. You got your money. The vets and vet techs were amazing and i’m glad they had the care of my beloved pet. But as others have pointed out, headquarters make you continue to pay even after the pet dies. That. Is. Theft! You got over $10,000 over the years and most assuredly got your money’s worth. I hate you and what you did to me at the time I was grieving over the loss of my “child.” this is the last straw. I was an idiot to stick with you when all you care about is money. Shame one you, you thieving illegitimates.