Banfield Pet Hospital

We had 3 very elderly dogs. And when it came their times to go which was over a span of 18 months as they were within a year in age of each other, the Vets at Banfield were very kind and sympathetic. They all passed peacefully when it was their time to go. Their care by the Banfield Cary (on Walnut St.) team before their passings was extremely attentive and good. And our new mini schnauzer puppy is being well cared for as well. We are very grateful for all they have done for us and our pets.

posted: 09/15/2025

My recent poor experience with Banfield was enough to make me leave after 13 years. I will never be back nor will I support PetSmart in the future. My dog became deathly ill over Memorial Day while we were out of town requiring us to rush him to an emergency vet. After being emitted immediately upon arrival he had to be kept overnight. Once stable we brought him back home to recover. Two days after getting home he still wasn't eating or drinking on his own... His breathing was labored... He wasn't moving... He had to be syringe fed water and baby food... He was basically lifeless... So I took him into Banfield to have a set of labs done and to be checked out. I was given nothing other than a dog food recommendation for another brand of the same type of food he already wasn't eating. Nothing to make him comfortable even though he was in obvious pain. I was told to go get an ultrasound for a possible very rare tumor. My dog was dying and they offered nothing and took little time to speak with me as I stood there holding him crying. I took him to another vet a few hours later. The vet and staff were empathetic and kind. The vet sat with me in a private room, listened to my concerns, and gave me multiple options and differential diagnoses (she did not believe he had the rare tumor). We also discussed the possibility of saying goodbye due to how sick he was... Which I greatly appreciated since one of my primary concerns was his quality of life and pain. We decided to give him pain meds and a few things to lower inflammation based on his labs. My husband and I decided to give him a week to see if there was any improvement. He didn't seem to be recovering so we called to schedule a time to say goodbye... And then the next morning he stood up on his own for the first time in 2 weeks! He then very very slowly started to recover. Today he is back to his normal self! I am confident my dog would have died had I not taken him to the other vet. I write this because my experience got worse. I decided to cancel my plan with Banfield after 13+ years of them being my only vet due to the lack of empathy and detail we deserved. I called corporate and was told I needed to speak with the manager at the local hospital I had gotten care at for any changes to my account to take place. My concerns were forwarded and I first received a call from the vet which led nowhere so I still needed to speak to the manager, Stacy. I had the opportunity to briefly speak to Stacy nearly a month ago now. I kindly shared my concerns and interest in wanting to discontinue and she asked if she could contact the vet I got a second opinion from to see what they had done to help. I said yes and let her I wasn't going to change my mind about discontinuing and was told to expect a call back after she "looked into it". A week later I hadn't received a call so I reached out and left a message... I got no call back. I called 5 times over a two week period leaving either messages with the team or on the voicemail with no call back. I called the final time today, Friday, after calling Tuesday and being promised I'd get a call back that day and receiving no call. The person who I had to speak to to handle my account wasn't respectfully calling me back. After speaking with Stacy today, nothing is being done and the charges I accrued since Memorial Day won't be reimbursed. After over 13 years that's what I got. My dog almost died, they recommended new dog food and a chase for a rare tumor, there was nothing given for his comfort, no conversation about what else could be wrong, no attention to his labs from the ER vet, and no refund for payments accrued when I was disrespectfully not receiving a simple call back. I will never return to Banfield. I will never recommend them. I will never shop at PetSmart in the future.

posted: 09/01/2023

While sobbing and holding my dead 9-year-old dog in my arms, who died on my lap on the way to the vet, I asked about cancelling my wellness plan. They told me they'd give me phone number to call. I called the number, and the gentleman told me I had to pay the remaining 10 months on my wellness plan. This felt like salt in the wound, and I didn't have the emotional energy to fight it. I paid the $1100 and will never go back or recommend Banfield to anyone.

posted: 12/02/2025

Will not be taking my dog back. Poor customer service and ridiculously long wait times. Dropped my dog off at 11:30, it was 3:00 no updates, so I call. Then i get left on hold, so i decided to just go up there. I ask for my dog they bring him right out. What was the hold up? Pretty inconsiderate if you ask me. Then asks if i want to reschedule his booster. Not with y'all. I’ll take him elsewhere. Ridiculous.

posted: 07/19/2025

The worst vet I’ve ever been to!!! So commercialized. It’s way too corporate for them to actually care about your pet. I’m a pet sitter and the owner asked me to take their pup in because of a rash. Banfield let me make the appointment and I told them the COMPLETE situation. When we got there they would not see the dog because I wasn’t on the account. I offered to pay out of pocket but they turned away this sick dog. The owner was on a flight then. There was no issue when I made the appointment and told them I was the sitter but when I got there with a pet in distress they would not help. I stood in their “reception” area for 20 minutes waiting to be checked in. Very slow and incredibly unprofessional. You must lack morals and ethics to turn away a sick pet.

posted: 07/12/2024