Banfield Headquarters

Ellis Jackson

This is 1 of the most challenging reviews I've ever done. I've been a member of the Banfield family for roughly 13 yrs. My beloved dog, Max, passed away on 2/10/23. I contacted Banfield to end services but received the response, "Your annual plan is set, and we will continue to make automatic drafts until the end of your contract." So, although I noted that I would make a lumpsum payment, they continue 2 take out automatic payments w/out my authorization. My frustration is that during Covid, I paid 1.5 years w/out being able to receive services, but they refused 2 stop my automatic payments. I feel traumatized and will never utilize their services ever again!!!

May 18, 2023

Haylee Carroll

Literally the hardest company to work with. NOTHING is made simple. Trying to pay a bill on more than one account? Be prepared to have to call back multiple times, because they can only process one charge at a time. Constantly being transferred from representative to representative, and no one seems to provide a consistent answer. Wait times are 30 plus minutes, so getting more than one account corrected is truly an all day nightmare. The corporate side of this company is ridiculous, which is heartbreaking because the staff and vets that I have worked with during our time with Banfield have been wonderful. But the company itself? Impossible.

Sep 21, 2023

Nathan Kilduff

I've had the Banfield optimum wellness plan for over 6 years and not had an issue in 5 different cities in 3 states. After having an issue with billing, my opinion has changed dramatically. TLDR: There is no support for billing issues from corporate. Buyer beware. Recently moved and updated my address over the phone with my new home hospital just before my plan renewed, but they still billed based on my old address at a substantially higher price. I called the corporate line for help, and they kept on trying to say it was a mistake by the location, not them, so there was nothing they could do. There were repeated attempts to call the original Banfield pet hospital a "third party," to which I would always ask to confirm it's the same company (it was confirmed). Trying to deflect responsibility for a mistake made by their company was frustrating and a prime example of a poor customer experience. I was also unable to get the original location on the phone, but it would just ring through. After asking for a supervisor, a callback wasn't available for up to 2 days (still waiting). I drove to the location and the manager quickly identified it as a mistake and offered several solutions to fix it. She also acknowledged that she had to call the same number I did to fix the issue. This review is about the 3 hours of corporate mess I had to deal with before finding an employee that cared enough to fix their own company's mistake. After over 6 years, I set my plan to not renew based on the lack of support they have for a long-time customer. Props to the local manager, but corporate very much ruined the experience.

Jun 13, 2023

Terri Stalnaker

Im sorry HQ 🙏🏼 tou all were awesome. However, It would be lovely if the customer service concepts from headquarters in WA were consistently emulated around the country. Terrible customer service in my town is why my dog & I finally canceled our contract with Banfield after 10 years. I wish we would have left sooner. My & my dog's negative experiences have traumatized both of us from ever wanting to return there. Time for Undercover Boss, maybe?

Sep 9, 2023

Phillip Dennis Jr.

Please teach your contact center how to properly handle their responses to calls. I called in this afternoon to cancel the Wellness plan for my pet who is receiving end of life care, the representative “James” went into a sales pitch and stated he could offer 2 additional months at no charge to reconsider cancelling. My pet will be deceased in the coming weeks, which I made clear in my reason to cancel. The last thing I need is a sales pitch from a contact center agent, who lacks total empathy and compassion. #dobetter

May 5, 2023