Banfield Pet Hospital

I'm not normally one to hop online to leave negative reviews, but... wow. The part that earns this Banfield a 1-star is in the long paragraph at the end. Okay, first of all, they had to cancel my first appointment because a vet wasn't going to be there. The vet, it turned out, was there, but they never informed me. This caused my puppy to miss her second in a series of vaccinations, causing us to have to start over. Things happen. I would still have given a 5-star review. The people I interacted with in person were all lovely, professional, and polite. The follow up appointment for the second vaccination (because we had to start over) was supposed to be this weekend. I never received any email or phone call about the exact day and time. I called them twice yesterday, but they were closed. I left messages, but heard nothing back. I called today, and was informed that they somehow had it down that I was returning today but didn't have an official appointment scheduled. I don't understand how that is possible, but okay. Despite the fact I didn't have a schedules time, I had missed my appointment. How I missed an appointment I didn't have a time for, I don't exactly understand, but okay. Even THAT isn't what has earned this Banfield the 1-star review. What earned the 1-star review was the manager who answered the phone. I have never been spoken to so rudely and disrespectfully in a situation like this. She said, "She knew they had contacted me three times" because it was in her records. I haven't seen her records, but I'm assuming she's referring to when I was going back and forth with them about not wanting to be charged extra for a second appointment when I had to bring my dog in again because of their first scheduling mistake. After basically accusing me of lying and talking to me several times in a condescending tone, I asked her if I could speak to a manager. When she informed me she WAS the manager, I asked her if she could please use a respectful tone, and she said she wanted me to correct my tone. At this point, I said I'd be finding a new vet service to bring my puppy to and hung up.

There is always something at this location, & I've never complained until now. My in room appointment turned into a very long drop off appointment. I wasn't offered any complimentary service (or discount) for my inconvenience, like some other ppl are saying they were offered. 🤔 If I had to rate the services given by this particular Banfield, I would give it a two stars. Yet, I kept going back, so that's on me. I actually purchased a wellness plan from them as well, after all of my horrible experiences. I will be calling customer service today to see what I can do to cancel this wellness plan, or maybe go to another clinic. I'm honestly thinking about going to another vet all together. Because although I've NEVER really complained, out of all of the times I've been to this clinic (5 -6), I've honestly only had ONE GOOD visit w/o any problems. I don't understand why I kept going back, & why I purchased a wellness plan from these ppl, because I'm not happy with the customer service they provide. Depending on the day of the week, you might come in & see the office manager in a friendly & good mood, or you may come in & see her in an extremely unfriendly & bad mood. I'm spending my money in an business that I'm not happy with their customer service. And that is not like me. They have to do better. To be fair, I have to add, that once I'm able to get in a room, & talk to the vet & nurses, my experiences with them have been great. They answer all of my questions. The ones that I've interacted with, are professional & friendly. And they seem to care about my fur baby. Update: The staff does their best to address (& correct) any problems that you may have. They work hard & they love the pets. This particular location is extremely busy, so I can understand why things. may get a little Khaotic.I still (& will continue) to bring my pets to banfield. The wellness plans are GREAT!

I have given grace to the Banfield- Rivergate location and today was the final straw. We have had appointments rescheduled and then ultimately cancelled and my puppy is only 13 weeks old. Because of the cancelled appointment, that was scheduled weeks in advance, I had to drive to an alternative location. A result of that exam was that my puppy needed a urine test collection and I was informed to bring it to the Rivergate location for testing. I contacted rivergate on monday 11-10-25 and was told that they had to do a visit and couldn't accept the urine as the other location told us to do. After sharing I would NOT do a drop off appointment and only wanted an in room exam, it was scheduled for today 11-12-25 at 10:30. Imagine my surprise when we arrived and they stated I not only didn't have an appointment, but they can't see my puppy at all. So this poor pup is now going extra days with a potential issue simply due to poor management and scheduling. The manager I spoke to on the phone Monday even came to the desk and agreed that we spoke, agreed we discussed today at 10:30am for an appointment but said they can't see him. She did say she told me it would be 'express" and i could potentially wait hours- which was NOT said on the phone as I very directly stated Iwanted an appointment in room with a veterinarian and she assured me it would be. This is why I waited until wednesday as they had no availability on monday or tuesday. Clearly this does not make sense since I showed up at the specified time (that again she agreed we discussed) and stated that they are unable to help and wouldn't even be able to do an express or drop off now. I will not be returning to this location and urge you to do your research as they constantly sharing they don't have veterinarians and will schedule appointments and cancel them 24 hours prior. Very poor management at the desk which is sad as I truly did like Dr. Jonathan for the 1 appointment I got to actually meet her.

Words cannot describe how amazing everyone is here but I'll give it a shot! My pup was diagnosed with lymphoma this past week and the staff here is just the absolute best with making sure he is taken care of. Of course the news was heart breaking but the support they gave me along with options for getting him treatment was no less than top tier! Rocky gets so much love and attention when coming here; I feel confident that they always have his best interest at heart. I am so grateful to have found such a caring team at banfield! You guys make vet visits so much easier for the pet and the owner! Thank you all so much for everything you do!💓

Terrible experience trying to refill my super seniors dogs medication. 1. Vet did not mark on account refills for his super anxiety, especially knowing his condition he was seen in 30 days previously. 2. Vet is on PTO until Sunday and the staff told me my only solution is to bring him in for an evaluation(my dog is 116 pounds and 13 years old. That wear and tear on him is not good). 3. I do not feel Banfield has my dog’s care in he/she best interests. 4. If it was not for his wellness plan that he’s been on since 8 weeks, I would absolutely take him to a private practice. He had an ACL surgery with a private practice instead of Banfield for many reasons. 5. I have been loyal to Banfield for a long time, 13 years, and when I needed them the most for my dogs care, they were simply absent. All of this could have been avoided if the vet listened, and did not mark my declining dog’s medication as a no refill- especially when nothing can be done until the vet is back in office.