Banfield Pet Hospital

Reviews

• AV

  Angela Vega

  4 days ago
  1.0
  I have been a Banfield Pet Hospital client for nearly 30 years. Every dog I’ve owned during that time has been on a Banfield wellness plan. Over the decades, I have watched the quality of care and customer service steadily decline to the point where the experience has become chaotic and deeply disappointing. Appointments are nearly impossible to schedule. Doctors are frequently unavailable, appointments get canceled, and staff often seem unsure of what is going on. Because of chronic overcrowding, clients are routinely required to drop off their dogs instead of staying with them, which is extremely stressful for anxious or reactive pets and their owners. There is no continuity of care. Veterinarians change constantly, so no one truly knows your dog or their history. After decades of loyalty and thousands of dollars invested, you are treated like a number rather than a valued client. The compassion and attentiveness that once existed have been replaced by a rushed system that feels focused on repeat visits and pushing treatment plans that often do not resolve the issue. My breaking point came when one of my dogs began vomiting and developed severe black, tar-like diarrhea. Over several days, I followed Banfield’s instructions exactly by calling, visiting, and complying with every recommendation. He was given over-the-counter powder for his food, subcutaneous fluids, bloodwork that I was told was “fine,” and X-rays where they “saw something” but claimed it was not life-threatening. Each time, he was sent home. I eventually took him to another veterinarian with all of Banfield’s records and treatment notes. I had to put my dog down the very next day. That was not simply poor customer service. That was a devastating failure in medical care. Today only reinforced why I no longer trust Banfield. I am the owner of seven dogs and also foster dogs. I brought in two of my dogs because they were suffering from vomiting and diarrhea, and I was extremely concerned something contagious, such as Giardia, could spread to the other animals in my home. When the office called to confirm my appointment, I was informed they were closing early and that I would need to pick my dogs up by 3:00 p.m., despite that not being their posted hours. I explained that I needed to drop them off and go directly to work, and I was told my information would be taken ahead of time so I would not need to stay. When I arrived, instead of being able to drop them off as promised, I was taken into an exam room and made to wait. This kind of miscommunication has become routine. A veterinary technician then came in and asked what was going on, forcing me to explain the entire situation for the third time. I again made it clear that my frustration was with the system, not with her personally. I then asked a simple question: if my dog were diagnosed with Giardia, what would the treatment typically be so I could understand what to expect? The technician said she did not know. When I expressed surprise that such a common issue could not even be discussed generally, she stated that my question was offensive. A few minutes later, the office manager and veterinarian entered the room, not to answer the question or help my sick dogs, but to tell me I needed to leave immediately, that they would not be treating my dogs, and that I was no longer welcome at that location. Turning away two sick animals because of personal feelings about the owner shows a serious lack of professionalism, compassion, and concern for animal welfare. After nearly three decades of loyalty, I can no longer trust Banfield with my pets’ health or their lives. I am sharing this so other pet owners can make informed decisions. I will be writing a formal complaint to the North Carolina and South Carolina veterinarian medical board. Please think twice before taking your animals here.
• GL

  Georgia Lusk

  Mar 12, 2026
  4.0
  Friendly and knowledgeable
• JR

  John Randall

  Mar 11, 2026
  5.0
  Top notch Doctors and techs. I have known Dr. Clinton for over 16 years. All the Doctors are amazing. If they were not great as they are I would go elsewhere. My other vet I met 23 years ago. His family has been Veterinarians for over 250 years In the area. Very pleased with Banfield, Doctors and techs. No reason to go anywhere else.
• IA

  Ian Ackerman

  Dec 14, 2025
  1.0
  I'm not normally one to hop online to leave negative reviews, but... wow. The part that earns this Banfield a 1-star is in the long paragraph at the end. Okay, first of all, they had to cancel my first appointment because a vet wasn't going to be there. The vet, it turned out, was there, but they never informed me. This caused my puppy to miss her second in a series of vaccinations, causing us to have to start over. Things happen. I would still have given a 5-star review. The people I interacted with in person were all lovely, professional, and polite. The follow up appointment for the second vaccination (because we had to start over) was supposed to be this weekend. I never received any email or phone call about the exact day and time. I called them twice yesterday, but they were closed. I left messages, but heard nothing back. I called today, and was informed that they somehow had it down that I was returning today but didn't have an official appointment scheduled. I don't understand how that is possible, but okay. Despite the fact I didn't have a schedules time, I had missed my appointment. How I missed an appointment I didn't have a time for, I don't exactly understand, but okay. Even THAT isn't what has earned this Banfield the 1-star review. What earned the 1-star review was the manager who answered the phone. I have never been spoken to so rudely and disrespectfully in a situation like this. She said, "She knew they had contacted me three times" because it was in her records. I haven't seen her records, but I'm assuming she's referring to when I was going back and forth with them about not wanting to be charged extra for a second appointment when I had to bring my dog in again because of their first scheduling mistake. After basically accusing me of lying and talking to me several times in a condescending tone, I asked her if I could speak to a manager. When she informed me she WAS the manager, I asked her if she could please use a respectful tone, and she said she wanted me to correct my tone. At this point, I said I'd be finding a new vet service to bring my puppy to and hung up.
• JW

  Jessica Williams

  Nov 12, 2025
  1.0
  I have given grace to the Banfield- Rivergate location and today was the final straw. We have had appointments rescheduled and then ultimately cancelled and my puppy is only 13 weeks old. Because of the cancelled appointment, that was scheduled weeks in advance, I had to drive to an alternative location. A result of that exam was that my puppy needed a urine test collection and I was informed to bring it to the Rivergate location for testing. I contacted rivergate on monday 11-10-25 and was told that they had to do a visit and couldn't accept the urine as the other location told us to do. After sharing I would NOT do a drop off appointment and only wanted an in room exam, it was scheduled for today 11-12-25 at 10:30. Imagine my surprise when we arrived and they stated I not only didn't have an appointment, but they can't see my puppy at all. So this poor pup is now going extra days with a potential issue simply due to poor management and scheduling. The manager I spoke to on the phone Monday even came to the desk and agreed that we spoke, agreed we discussed today at 10:30am for an appointment but said they can't see him. She did say she told me it would be 'express" and i could potentially wait hours- which was NOT said on the phone as I very directly stated Iwanted an appointment in room with a veterinarian and she assured me it would be. This is why I waited until wednesday as they had no availability on monday or tuesday. Clearly this does not make sense since I showed up at the specified time (that again she agreed we discussed) and stated that they are unable to help and wouldn't even be able to do an express or drop off now. I will not be returning to this location and urge you to do your research as they constantly sharing they don't have veterinarians and will schedule appointments and cancel them 24 hours prior. Very poor management at the desk which is sad as I truly did like Dr. Jonathan for the 1 appointment I got to actually meet her.

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