Banfield Pet Hospital

We have been Banfield preventative plan members for several years now (4 of them at this location), and after today’s experience we will NEVER again. Historically, getting an appointment for our dog’s comprehensive exam has been relatively easy, and we didn’t have to wait long. This last time, we waited several weeks just to have today’s appointment. We also learned when calling that the doctor he usually sees is no longer there, which is also disappointing, but not unexpected, as in our experience turnover at Banfield is common. But, the last vet he had was fantastic so when we were assured that he had seen the doctor he was scheduled with today before we took a chance. While we understand it’s a drop-off appointment, this is a stressful time for a dog like ours who usually takes anxiety medication and doesn’t do well in crates. Former staff and his last doctor ensured the least stressful experience for him over the years, but it seems like that is now out the window with the recent turnover. His last several visits we have dropped off anywhere from 8:30-9am and heard from doctor in the early afternoon that he did ok, and are usually cleared to pick up up around 3pm, sometimes before or a little after. I called to check on him at 1:30pm and was told his exam was complete and he was about to begin his dental. The front desk person said he was pacing in the crate but not crying. I asked how soon we could get him, and she said that the doctor likes to observe them for an hour after, and it depended on when she could discharge him. I asked if they could please call me as soon as the observation period was over so we could get him, understanding that even if doctor didn’t have time to review anything she could always call us later when she had time. At 4:30pm I tried to call again to check in and the phones went unanswered. At 5:30pm we still received no updates even to let us know be came out of anesthesia ok. My husband went to pick him up at 5:30 because they close at 6pm and we frankly didn’t know what else to do. Similar to drop-off, no one was at the front. When my husband was finally helped he said he was there to pick up our dog, who at this point has not had his meds, eaten in hours, and was probably still in distress. The woman my husband spoke to said our dog “still needed his vaccines”, which caught my husband off guard because our dog wasn’t due for them for another two months. My husband politely told her we just wanted to take our dog home and he was not due for those yet. After several more minutes and the woman coming in and out of the back, sans dog, she brought him out. When she finally did this, she stated that they had already done the vaccines “to save us a trip”. This did not feel great given this is not what was planned or discussed, and he had already been through so much all day, and stuck in a crate on top of that. At this point we still had no word from the doctor, no indication of how tests results came back, anything. Which is what we have always gotten for 10 years. Eager to just check him out and get home, my husband asked her how he did with his dental cleaning and she then proceeded to tell him that our dog “did ok, but two of his teeth FELL OUT.” Pure shock. Last year’s cleaning (at the same place) he got a glowing report. As of this review, we still have no idea how his blood work or other stuff was because the doctor never called us or spoke to us. They sent us home with no information about the teeth falling out, no recommendations for follow-up, nothing. I’m honestly still shocked by how poor the whole situation went, that this morning my dog had all of his teeth and came home with two less, and that a doctor never even spoke to us about it. While their “wellness” plan is a great idea on paper, it now seems that the priority is how many dogs they can get in and out on their timeline, at the expense of you and your pet. Banfield’s practices are unprofessional and inhumane, and I would never recommend them to anyone.

posted: 09/02/2023

I called on a Tuesday afternoon to schedule an appointment as soon as possible. The team was able to accommodate early Wednesday morning with no trouble. When I arrived Ashley was attentive and knew my dog, Dante, by name. She helped to get Dante situated and I was able to leave for work with peace of mind. Dr. Milne called me at 5pm with a detailed update regarding Dante's status. We've known for some months that Dante has cancer and that his condition is worsening. Dr. Milne was very sympathetic and knowledgeable with her assessment. It was clear that Dr. Milne and Vet Assistant Bianca truly care for my buddy. When I arrived shortly after to pick up Dante, he was in great spirits and lively. Mary was very kind and helped to check us out and was able to answer all my additional questions. Overall, great staff who embody the nurturing quality these animals deserve.

posted: 02/22/2019

Dr. Walther and staff are incredible. I have been bringing my dog here for 3 years. I recently adopted another puppy and brought him here as well. They treat both of my dogs with love and greet Benji and Milo with open arms. I’m inlove with the care that my pets receive here. I could not be more thankful with the service here. Thank you Dr Walther and staff for everything you do.

posted: 08/12/2022

Great friendly staff from the moment you arrive to drop off your furry baby till you pick them up !! Great caring medical staff and doctors who you can tell love all pets!

posted: 03/12/2023

I was just in store w dog, not the hospital. Went to get a grooming, sign said no appointment on door. Quick NO, and rabies record needed. What a turn off. I was dog sitting my daughter's dog for weekend! Walked around , I Ktbe cashier was friendliest. .

posted: 05/31/2022