Banfield Headquarters

Reviews

• AG

  Arielle Gormes

  2 days ago
  1.0
  Do yourself a favor and don't use Banfield. My appointments are routinely canceled on the day of, the customer service is horrible, one location in my area allows you to book an in-room appointment in the morning and then cancels it because they actually on take in-room appointments in the afternoon. The waiting rooms aren't clean and my entire experience for the past year has been unpleasant. I will not be renewing my wellness plan as today's cancellation for my dog's needed vaccines was the last straw for me. We will be going elsewhere.
• DG

  Diamond Girl

  Mar 5, 2026
  5.0
  Amazing facility! But as high tech as it is, the bathrooms need circulation.
• SM

  Shannon Morgione

  Jan 5, 2026
  1.0
  I wish no stars was a choice. This company holds their customers hostage when it comes to discontinuing pet care. No one is ever available via phone or chat. I've spent more than 5 hours today attempting to contact someone and have been hung up on, put into 90+ minute cues, told I was 13th in line to chat SEVERAL times. The absolute worst customer service. I'm not surprised that there's a 90 minute hold to cancel your plan...it makes me believe everyone is jumping ship which is why the phones are so busy.
• MT

  Mallik Tella

  Dec 26, 2025
  1.0
  Don't say I didn't warn you! I'm not in the veterinary field, but as an Orthopedic surgeon, I'm very familiar with systems and processes necessary for the provision of quality healthcare. I'm sorry to say that this place fails on all measures. Banfield is no longer the local homegrown veterinary company that values animals like we pet parents do. This once loved local hospital has become a puppet under parent company, Mars, serving their shareholders and not the communities they are supposed to care for. We took our new puppy to the East Vancouver location, a stone's throw from Banfield corporate headquarters. The most pressing issue we encountered was the lack of interaction with the veterinarian. While I'd love to say that she was competent, informative, and good with animals; I was not able to make a fair assessment in the approximately 30 seconds she spent with us. Our interaction was limited to a greeting before she took our puppy away, never to return. A vet tech handed us our puppy 10 minutes later, and the front desk a $609 bill. We were sold a puppy wellness plan, had unauthorized genetic testing and PCR testing performed, and incredulously charged 2 separate exam fees (1 for office visit and 1 for physical exam- both of which cost more than exam fees at our last vet). At that point it was too late to do anything other than pay the charges. To rub salt in our wounds, no vaccines were administered as those required another visit. To minimize the financial damage, we tried to cancel our puppy wellness plan by phone and within the 4-day window per the terms of the contract. Due to the Christmas holiday, their corporate offices for cancellation were closed. Despite their phone system having evidence that I called to cancel within their window and them responding to a timely email sent regarding cancelling, they refused to honor such cancellation. Their disingenuous and unscrupulous business policies will end up costing me an additional $300+ to cancel the plan. These guys trap you harder than a timeshare company. The cost of our escape from Banfield is well worth the peace of mind of no longer being held captive at a facility where I question if they prioritize providing quality healthcare over their quarterly corporate earnings reports. Don't say I didn't warn you! And Banfield, shame on you! Consider adding both quality and patient experience experts from human healthcare systems to your corporate team. You guys need all the help you can get.
• BR

  Bettina Rubendall

  Dec 9, 2025
  1.0
  🚨 DO NOT PURCHASE THE WELLNESS PLAN BEFORE READING THE CONTRACT 🚨 ⭐️ 1-Star Review (Would Give Zero if I Could) I have been a loyal Banfield Wellness Plan customer for over 14 years with one dog and 11.5 years with my second. After this nightmare experience, I will never return to Banfield again—and I’m writing this so no one else gets blindsided like I did. I called my vet with serious concerns about my dog, and they never returned my call. Later that evening, my dog died. Not a single call back. Not an ounce of concern. Nothing. The following Monday, I called the Wellness Plan line to cancel, only to sit on hold for 49 minutes. Called again Tuesday—four calls later and another 26-minute hold, I finally got someone. And here’s where it gets even more unbelievable: They told me I had to pay for the remaining 5 months of the plan. Yes—my dog is gone, and they still expect me to hand over $500. Absolutely absurd. Then they had the nerve to tell me they could “waive two payments out of courtesy.” Courtesy? Courtesy would be waiving the entire thing. Courtesy would be basic human decency. Courtesy would be not financially punishing someone whose pet of 14+ years just died. This is a ridiculous, predatory clause hidden in their contracts—and guess what? They do NOT tell you this when you sign up in the store. Not once in 14 years did anyone explain that if my dog died, I’d still be stuck paying for months of “wellness services” he would obviously never receive. Banfield should be ashamed. The lack of empathy, the lack of communication, the fine-print traps—every part of this experience was an insult to the memory of my dog and to the loyalty I showed them for over a decade. I hope this review saves at least one person from signing up for this so-called Wellness Plan. Get real pet insurance. Do not fall for Banfield’s plan. I will never return to Banfield again.

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