Banfield Pet Hospital

I had an extremely disturbing experience at this Banfield location. From the start, the technician did not ask any questions about my cat.. no history, no “is he eating and drinking normally?”, “is he neutered?”, or “are his bathroom habits normal?” Not a single one. When I asked if they use any Fear Free handling techniques, the tech looked at me like I was crazy and said she’d never heard of Fear Free. I explained that I did not want my cat scruffed under any circumstances and that if he wasn’t tolerating the exam, I’d rather reschedule and bring him back on gabapentin. I also mentioned that I’ve personally drawn blood from this cat without any restraint because he’s so calm. Despite agreeing not to scruff him, when the male technician and doctor entered the room, the male tech immediately scruffed my cat and pushed his face into the table — even though my cat was calmly loafing. He began whining and growling in distress, and I repeatedly said, “Stop scruffing my cat, I said no scruffing.” They just said “okay” but did not stop. Then they said they were taking him to “the back,” and I once again said, “Do NOT scruff him.” The tech replied, “Okay, we won’t,” while simultaneously scruffing him and lifting my 12-pound cat by the scruff. Scruffing an adult cat that size risks degloving the skin of the neck. He dangled my cat in the air even though there was a cat carrier available. When they brought him back, he immediately ran to hide behind me, something he has never done before. When the tech re-entered the room, my cat started growling, clearly fearful of what had happened “in the back.” I spoke to the hospital manager afterward; she was apologetic and understanding. However, I left heartbroken and furious. This kind of handling creates Fear, Anxiety, and Stress (FAS) in cats, it is the opposite of compassionate veterinary care. Just to prove how unnecessary that level of restraint was, I microchipped my cat myself in front of them (a much larger needle than for a vaccine or blood draw), and he didn’t even flinch. For context, I am a licensed veterinary technician with a degree in veterinary nursing. I’ve worked in this field long enough to know the difference between gentle handling and cruelty, and what I witnessed today was cruelty. I would never trust this location with my pet again, not in a million years. The male technician can not be trusted with anyone’s pet.

I’ve always appreciated Banfield and the care my pets have received over the years. However, in recent months, the level of service has declined significantly. It has become extremely difficult to get any assistance. Each time I call, I’m placed on hold for long periods often 10 to 15 minutes and no one returns to the line. When I call back, I’m asked if it’s an emergency, only to be placed on hold again without follow-up. Unfortunately, even now, I have yet to receive any help. This has been my most disappointing experience with Banfield to date, and I truly hope the quality of service improves soon.

Dr. Heckle and his techs at this pet hospital are skilled and compassionate, but the experience is undermined by severe miscommunication and poor customer service at the front desk. I arrived 10 minutes late, called to confirm I could still come, and was told yes. However, when I arrived, manager Jen confronted me aggressively, claiming I was always late and criticizing previous exceptions made. Despite my dog's urgent need for care (vomiting and requiring IV fluids), Jen refused to accommodate us, citing Dr. Heckle's heavy case load. I questioned her decision, especially as the clinic was clearing out rooms, but she remained unhelpful. My vet friend described this situation as "patient abandonment and neglect." Given this experience, I canceled my membership and will not return. If you value your pet's well-being, I would recommend finding a more compassionate facility. So day 2- I go to the appointment at Banfield in Round Rock the next day, which this location said you are not going to get appointment, which they didn't even try to find to reschedule at their location. I see my bill was paid but says on hold on 11/26. What a coincidence manager Jen. Yesterday that office called and said cc machine is down and cash has to be paid. There is too many operational issues. Front desk lady at new location called IT and said location can't see who put on hold when she sees it's paid. Sounds shady. Management could fix it cause it continues to make everyone at this location look bad. Dog got her shots at new location like a champ!

I had no appointment with the veterinarian , but was told they would work me in to see her. When I arrived, I told the man at the desk I needed a refill of my cat's Fluconizole tablets and gave him the bottle to refill- my refill was ready when I checked out. We were shown right into a room, & although a tech came in & said the vet had an emergency, within a few minutes, Dr Bradley herself came in & said she had a few minutes while the techs were prepping the emergency, and listened to what was wrong with my cat, whom she'd seen before. She left the room, but came back not too much later and discussed our options, explaining each one, and I feel she really cares about my cat, and the choices I face. Dr Bradley and Dr Chapin both have seen my cat through his lengthy illness, and both have been very supportive of us throughout this terrible disease. George has histoplasmosis, which is fatal, and they have been so caring and kind about the hard choices I've had to make about George. In fact, two different Banfield hospitals have taken care of George through the last 3 years, and without the Wellness Plans, I couldn't have afforded the expensive care that George has needed. I'm so thankful for Banfield and the Wellness Plans offered. So, in the past 2 visits, the Banfield at Tech Ridge has offered to see George at the last minute, by offering to work him in. Drs Bradley and Chapin can not have been have been more caring doctors. I really think the world of all the Banfield doctors and staff!

I’ve used this Banfield since we moved to Austin in August 2021. The vets and techs are good although we have from time to time had an issue with the front desk staff being untrained, miscommunicating etc. that has gotten better since I had a word with the vet and now they’re aware I’m rather picky about things like not leaving my anxious dog there all day because no one called me to get authorization for extra treatment. They went out of their way to create a plan where I can come in at 4:30 and stay with her during her visit rather than drop off in the morning and gave her stay until the vet has a chance to give her her check up. This has worked very well for me (since I now live twenty miles away and don’t have to make two trips) and for the dog who is much better when I’m there and she does not have to stay in the kennel all day waiting for her treatment. My dogs have enjoyed good health under Banfield and we have the program where teeth cleaning, regular check up and basic shots are included and we pay extra for influenza and Lyme vaccinations.