Banfield Pet Hospital

Reviews

• SM

  Sarah Moore

  Aug 21, 2026
  1.0
  This review is in addition to and in reference to the review left by my husband, Jimmy Moore, regarding our puppy’s recent surgery and aftercare experience. I am extremely disappointed with the lack of communication and follow-up care after our puppy’s spay, umbilical hernia repair, and dewclaw removal. Because she is extremely active, we specifically discussed before and again on the day of surgery that she would likely need medication to keep her calm and protect her larger incision. We were reassured this would be handled, but the gabapentin and trazodone prescribed were not adequately calming her. To be clear, she has never been left unattended. I work from home, we have a camera on her, and I check on and let her out every break. Despite this, her activity was concerning enough that we repeatedly contacted the clinic because we were afraid she could damage her incision. My husband called three times Sunday and three times Monday asking for help. After receiving no call from a veterinarian, I finally made the seventh call in two days, and only then was something done. We purchased another medication that has unfortunately also done very little. My husband has missed a full day of work, and I have now had to take a day off from my work-from-home job to provide even more hands-on supervision. I understand medications affect every animal differently. My issue isn’t simply that medication didn’t work. My issue is that we repeatedly communicated that it wasn’t working and could not get a veterinarian to call us, listen to what we were seeing, and discuss an appropriate plan. There was also a pricing discrepancy. We originally received a written quote of approximately $179 for the hernia and dewclaw procedures. When we thought we lost the quote and requested another copy, we were told a new system showed a price closer to $400. Thankfully, I found the original paperwork and they honored it, but the discrepancy added to our concerns about communication and consistency. We pay monthly for Banfield’s Wellness Plan because we expected to feel supported when our pets needed care. After this experience, we no longer feel heard, valued, or confident continuing our puppy’s care here. We are requesting reimbursement for the additional medications we purchased while trying to get this addressed, as well as the ability to cancel our Wellness Plan without additional fees or financial obligation so we can transfer her care somewhere we feel heard and supported. Our puppy is family. We have followed instructions, supervised her, administered every medication as directed, spent additional money, missed work, and repeatedly advocated for her safety. Seven calls in two days after multiple surgical procedures should not be necessary just to have a veterinarian hear your concerns.
• JM

  Jimmy Moore

  Aug 19, 2026
  3.0
  The doctors were great and the surgery went well for our pup but trying to get a hold on the phone for more medication did take multiple phone calls a day to get information. The customer service of the front desk people has been awful the last few times not communicating with what was happening, taking calls when standing by after paying and not saying anything, and seeing us enter make eye contact and instead of saying anything just going into the back and then leaving. Communication needs work for front desk employees.
• DB

  Dawn Ballou

  Jul 29, 2026
  5.0
  The Banfield Pet Hospital in Surprise's staff treat our pets with care, dignity and respect. We are very happy with the vets and team!
• JA

  Judi Alonzo

  Jul 24, 2026
  5.0
  I love Banfield and the wellness plan is great
• KF

  Katie Fernandez

  Jul 15, 2026
  5.0
  They provide the most thoughtful and gentle care for both of my dogs.

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