Banfield Pet Hospital

After four years as clients, this was our final visit to Banfield Pet Hospital - Folly Road. The experience was deeply disappointing and, frankly, unacceptable. The front desk staff treated my wife with open condescension and judgment when she expressed reasonable concerns about over-vaccinating our dog. Rather than respecting informed consent, additional vaccines were pushed--including one framed as "just in case" of an allergic reaction. This felt less like thoughtful veterinary care and more like upselling through pressure. When I arrived to pick up our dog and calmly asked for an explanation regarding how my wife was treated, the situation deteriorated further. I was met with dismissiveness, scowling, and a clear lack of professionalism. I was then referred to the individual identified as being "in charge," who offered no apology, no explanation, and no accountability--only further judgment toward us as pet owners. At no point did anyone attempt to de-escalate, listen, or acknowledge that the situation may have been mishandled. There was no empathy, no ownership, and no effort to do better. In a veterinary practice--where trust, communication, and respect are essential--this is simply not acceptable. Charleston has many excellent veterinary clinics that respect both pets and their owners. We will be taking our dogs to one of them. If you value being heard, treated respectfully, and involved in medical decisions for your pet, I strongly recommend looking elsewhere.

I’ve been a customer for 8 years, and the last month has been the last straw. My dog has had a skin infection for the last 6 months and over that time period I have been here at least 5 times. With each time I had a different doctor and an exact same diagnosis and exact same medication and no improvement. I have a wellness plan as well which is supposed to save money on services but have not seen a single dime saved on any receipts. On top of all that the older woman that is one of the front desk staff (Sarah I believe) is absolutely the rudest customer service staff I have ever encountered. I understand you’re busy but don’t cop an attitude and be snarky when I was left on hold for 23 minutes while I’m at work as well, and then completely forget to call me back. If you absolutely must go to this location then please do all your interaction with the younger woman at the counter as she was understanding and completely polite and professional. I don’t care about the autogenerated “ our aim is to provide a positive experience to everyone coming to our hospitals” that this review will get and I’m not getting in touch with anyone because as you can see through the other reviews of the last month, this place refuses to address its customers key issues and I am cancelling my plans and letting anyone I interact with that has a pet to stay very far away from this establishment.

I have a plan with them and I can never just get my puppy seen she hurt herself and they are not trying to help or accommodate the situation. She’s only 8 weeks old and I’m hurting for her. They are a rip off. They open at 8am and no one answers the phone until 8:50 it’s ridiculous. I’m cancelling my wellness plan and see about other options spot pet for $20 a month with top tier care for my dog. Banfield is money hungry, customer service, and the well being of dogs IS NOT a priority for them all they care about is payment. NOT RECOMMENDED if I could give -20 stars I would. Do what you will with this information but as I stated banfield is not recommended, save your dog and money.

Was going to take my pet back to Banfield as of today just out of convenience for me but sadly just from the interaction on the phone with the receptionist I’ve decided I will not be letting my pet receive care here and will not be recommending them to anyone. I was simply asking for total cost of annual shots and I was met with attitude and a snarky “sure let me get my phone out and do it”. It felt like I was inconveniencing the receptionist on what I felt like was her normal everyday job. For the amount of money people pay for places like this the customer service ought to be a little bit better.

My first experience here was after setting up an online appointment last Thursday. It will be my last experience here. I did not find their front desk person to be helpful, friendly, or understanding. I had booked an online appointment because I knew the dog had been seen at another location before. Long story short, despite the dog being in their system, it turned into a lot of nonsense. I absolutely booked an appointment. I didn't just randomly show up. I was there with a dog that needed care. His info was in their system. But there was this energy from the front desk person of "I don't want to be here" from the get go. Not how can I help you get the care your dog needs and you've been waiting 6 days for. I just left. I am not interested in that kind of energy or way of handling such a situation. I promptly called Sea Island vet and got my animal cared for.