I had an appointment scheduled at 7:30 AM for my cat and arrived on time, only to be informed that the veterinarian would not be in until 8:00 AM. I waited patiently, but by 9:00 AM—after two hours—no one had seen my cat, and I was then told the vet still hadn’t arrived only to also be told I had to wait till noon. What was the point of booking appointment at 7 in the morning then? During this entire time, my cat, who is an indoor pet and not used to such environments, was left stressed and unattended.
At no point was she examined or even checked in properly. After waiting for hours with no communication or updates, I ultimately decided to take my cat and my business elsewhere. It was frustrating and disappointing to have made an early morning appointment only to receive no service. Additionally, the repeated attempts to upsell insurance and other unnecessary services made the experience even more unpleasant.
This level of disorganization and lack of care is unacceptable, and I hope future clients are treated with more consideration.
Stephain Davis
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June 08, 2025
Banfield is a money hungry company. My dog passed away in December of 2024. The store location told me that since my dog was no longer living that I could contact Banfield’s corporate office and that they would stop my plan that I had for my dog. Wrong answer…. They stated that I used a portion of the plan, which was less than 3 months. I was advised that I still had to pay. So in essence, I have to continue to pay for something that I or my dead dog would get no use out of. I even asked for them to prorate my plan and asked for them consider canceling my plan. Banfield is a HORRIBLE company! The greed they displayed is beyond ridiculous. No empathy for pet owners. I will never ever give them my business again. You should do the same. The day will come when you lose your beloved pet and you can count on Banfield to continue billing you for a whole year.
Vicente Reid
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March 11, 2025
Banfield has become a huge disappointment (Silverlake). We have the wellness plan and have been going there for 13 years. Poor customer service... Brought our 2 dogs in for a dental visit and documented on the form that I didn't want anything extra in addition to telling the tech that checked me in and the nurse when they were trying to upsell. I waited for my pets from 7 am to 6pm and by the time they called, I had to send my 18 y/o to pick them up. She was charged for services that I declined on the form in addition to verbally declining. I went in the next morning to request that my payment be refunded and was told the lead, Alison was the only one that could do it and would call. Needless to say, Alison never called. I went there again the next day and was told Alison was busy and would call w/in a couple of hrs; I was being given the run around. When she finally returned my call, despite saying she had the form showing that I declined all added services, she stated that she needed to speak with her tech (who wouldn't be in the next day) and said she could not give me a definitive time frame of when they would get back to me. I don't understand how they have a form of me declining services and my word that I told multiple people "no", how further investigation is needed before I'm refunded for them providing unauthorized services. Alison and the practice manger Heidi made it very clear that they don't value their customer of 13 plus years! Very sad, unscrupulous, and incomprehensible. Definitely not a good business practice. Customer service training is needed immediately!
Chrysta Thomas
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April 18, 2025
We have been coming to this Banfield for many years. And it has just gone downhill. Today when I called to get a same-day appointment I was put on hold. I stayed on hold from the time I got in my car drove to Banfield and walked in 25 minutes. When I walked in the two girls in the front had no one in line and they were just chatting.When I asked why I was still on hold I just got a blank stare then I got a whole bunch of attitude from Carmen. It’s obvious that she didn’t want to be at work and was annoyed that a customer needed to be helped. My cat fell off the bed and was injured and they said no sorry we can’t see her today. It doesn’t matter whether you have the insurance or not. You need to drive across town and we’ll get you in over there. At least the other one helped me but Carmen just continued to have an attitude. Get a new job Carmen. And anyone thinking about getting the insurance do not bother it is a waste of money. Go a support your local vets - do not contribute to Banfield anymore as we have been doing for no less that 20 years. The one start was for the other receptionist- jasmine I think. At least she made some sort of effort to help an injured animal.
Rafael Martinez
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June 01, 2025
I had two situations were this company basically makes me take my dog to the ER even when my dog is not having a real emergency. I had to pay over 1200 for basic blood work and a er visit. i cant wait for my plan to be done so i can cancel it
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I had an appointment scheduled at 7:30 AM for my cat and arrived on time, only to be informed that the veterinarian would not be in until 8:00 AM. I waited patiently, but by 9:00 AM—after two hours—no one had seen my cat, and I was then told the vet still hadn’t arrived only to also be told I had to wait till noon. What was the point of booking appointment at 7 in the morning then? During this entire time, my cat, who is an indoor pet and not used to such environments, was left stressed and unattended. At no point was she examined or even checked in properly. After waiting for hours with no communication or updates, I ultimately decided to take my cat and my business elsewhere. It was frustrating and disappointing to have made an early morning appointment only to receive no service. Additionally, the repeated attempts to upsell insurance and other unnecessary services made the experience even more unpleasant. This level of disorganization and lack of care is unacceptable, and I hope future clients are treated with more consideration.
Banfield is a money hungry company. My dog passed away in December of 2024. The store location told me that since my dog was no longer living that I could contact Banfield’s corporate office and that they would stop my plan that I had for my dog. Wrong answer…. They stated that I used a portion of the plan, which was less than 3 months. I was advised that I still had to pay. So in essence, I have to continue to pay for something that I or my dead dog would get no use out of. I even asked for them to prorate my plan and asked for them consider canceling my plan. Banfield is a HORRIBLE company! The greed they displayed is beyond ridiculous. No empathy for pet owners. I will never ever give them my business again. You should do the same. The day will come when you lose your beloved pet and you can count on Banfield to continue billing you for a whole year.
Banfield has become a huge disappointment (Silverlake). We have the wellness plan and have been going there for 13 years. Poor customer service... Brought our 2 dogs in for a dental visit and documented on the form that I didn't want anything extra in addition to telling the tech that checked me in and the nurse when they were trying to upsell. I waited for my pets from 7 am to 6pm and by the time they called, I had to send my 18 y/o to pick them up. She was charged for services that I declined on the form in addition to verbally declining. I went in the next morning to request that my payment be refunded and was told the lead, Alison was the only one that could do it and would call. Needless to say, Alison never called. I went there again the next day and was told Alison was busy and would call w/in a couple of hrs; I was being given the run around. When she finally returned my call, despite saying she had the form showing that I declined all added services, she stated that she needed to speak with her tech (who wouldn't be in the next day) and said she could not give me a definitive time frame of when they would get back to me. I don't understand how they have a form of me declining services and my word that I told multiple people "no", how further investigation is needed before I'm refunded for them providing unauthorized services. Alison and the practice manger Heidi made it very clear that they don't value their customer of 13 plus years! Very sad, unscrupulous, and incomprehensible. Definitely not a good business practice. Customer service training is needed immediately!
We have been coming to this Banfield for many years. And it has just gone downhill. Today when I called to get a same-day appointment I was put on hold. I stayed on hold from the time I got in my car drove to Banfield and walked in 25 minutes. When I walked in the two girls in the front had no one in line and they were just chatting.When I asked why I was still on hold I just got a blank stare then I got a whole bunch of attitude from Carmen. It’s obvious that she didn’t want to be at work and was annoyed that a customer needed to be helped. My cat fell off the bed and was injured and they said no sorry we can’t see her today. It doesn’t matter whether you have the insurance or not. You need to drive across town and we’ll get you in over there. At least the other one helped me but Carmen just continued to have an attitude. Get a new job Carmen. And anyone thinking about getting the insurance do not bother it is a waste of money. Go a support your local vets - do not contribute to Banfield anymore as we have been doing for no less that 20 years. The one start was for the other receptionist- jasmine I think. At least she made some sort of effort to help an injured animal.
I had two situations were this company basically makes me take my dog to the ER even when my dog is not having a real emergency. I had to pay over 1200 for basic blood work and a er visit. i cant wait for my plan to be done so i can cancel it