Banfield Pet Hospital

Reviews

• SL

  Sosa Leal

  Jun 10, 2026
  1.0
  Extremely disappointing customer service. My experience with Banfield made it feel like they care more about collecting payments than helping their customers. I spent over six weeks trying to obtain my pet’s medical records for an insurance claim. The insurance company also requested the records directly, yet no one seemed willing to help resolve the issue. After countless attempts, I finally went to the clinic in person. They emailed me the records, but the documents were formatted incorrectly. When I submitted them, my insurance claim was denied because the records were unreadable. I returned to the clinic and was offered printed copies, but the pages were still incorrect. I politely asked the front desk associate for assistance, explaining that I needed the records to process my claim. Her response was that the records appeared correctly on her screen and there was nothing she could do. I then requested to speak with the manager. The manager came out and told me the issue was caused by a new system and there was nothing he could do. He instructed me to call corporate because, according to him, corporate would not listen to the local staff. When I asked if he could escalate the issue to his supervisor, he refused, saying it was not important enough to bother his boss. Maybe it wasn’t important to him, but it was important to me. I could not process my insurance claim because of their system error. Instead of taking ownership and helping a customer, they handed me a corporate phone number and told me to report the system glitch myself. Ironically, when I contacted corporate, they were surprised that the local office had not assisted me. After three separate calls, someone at corporate finally resolved the issue and provided the records correctly. The lack of accountability, poor communication, and unwillingness to help were extremely frustrating. Customer service should not end once the bill has been paid.
• KR

  Kathryn Rogers

  Jun 8, 2026
  1.0
  The hours listed on their website do not match the hours communicated when you call. Also 20 minutes after they claim to open their phone service still defaults to the automated message for when they are closed. Lack of attention to detail probably extends to your pet's care
• SC

  Sarah Cuprzinski

  May 30, 2026
  3.0
  Sometimes when you schedule your appointment months in advance, you actually get to have the scheduled appointment. Sometimes when you get the appointment, they’ll tell you that it’s probably fine for a cat to lose about 1/3 of his body weight and it’ll probably work itself out without mentioning the possibility that it could be a deadly illness. Other than that it’s fine.
• JT

  justine tsiartas

  May 6, 2026
  1.0
  The customer service here is horrendous. They never answer the phone or leave you on hold for 30 mins. That's why I am no longer going here and I cancelled my plan.
• MH

  Megan Homer

  Apr 29, 2026
  1.0
  We made an appointment for our French bullie over a month ago, and had received over two confirmation texts. My husband and I took off of work to make it to this appointment only for them to just start to make us wait ten minutes in lobby. Then when we checked in were told we did not have an appointment and making us feel like liars. I then showed my confirmation texts and my email she just kept saying the system didn’t have us in. Then she said we were late and they only have a 15 minute grace period when we showed up 6 minutes late and waited in the lobby for another ten. Then the doctor came out to apologize and was very sweet and said they would fit us in Saturday but then the receptionist couldn’t find one time besides 4PM. The front desk did not apologize even once or try to resolve the situation. She simply kept putting the blame on us and on the system instead of turning it around. My dog sat there for almost 30 minutes with no solution. When I asked for the records, she said wow he takes a lot of medication and rolled her eyes. I think we were treated very unprofessionally and I am very disappointed at this experience from start to finish. The doctors attitude started to turn it around but once he left the room she left the sour taste in our mouth . I really wanted to love this location. :(

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