Banfield Pet Hospital

Reviews

• JA

  Judy Adams

  Sep 22, 2026
  1.0
  I rush in with my cat in respiratory arrest and they turned me away. Would not even glance at him and it wasn't even 12 noon yet. Told me I need an appointment
• AL

  Allison Lee

  Sep 7, 2026
  1.0
  Prior to my dog's first visit on Aug 9, I called your office specifically to let your team know that my sister had my permission to bring my dog to the hospital, drop her off, and check her in on my behalf. My sister subsequently brought my dog in on August 9 and was able to check her in without any issue. At no point during that visit was I told that anything additional needed to be completed to authorize my sister on my account. Sept 6th, my sister was at the hospital with my dog while I was speaking with a female CSR over the phone. During the conversation, the CSR told me that “she wasn’t on the account,” without initially specifying who she was referring to. I did not understand who she meant and asked, “My dog?” She then clarified that she was referring to my sister and told me that my sister needed to be added to my account. I explained that this had not been an issue during the August 9 visit and that I had specifically called prior to that appointment to let the hospital know that my sister was authorized to bring my dog in. The CSR responded, “Really?” in a tone that I found noticeably snarky and skeptical. What was particularly disappointing was that my sister was standing directly in front of the CSR throughout this phone conversation. She witnessed the CSR making faces and visibly reacting to what I was saying while speaking with me. Between those reactions and the tone used with me over the phone, the interaction came across as dismissive, condescending, and unprofessional. I want to be very clear that I have no issue with your hospital having a policy requiring another person to be formally added or authorized on a client’s account. If that is your policy, I am completely willing to follow it. My concern is that I had already contacted your office specifically about this situation. If simply documenting my permission was insufficient and my sister needed to be formally added to the account, that should have been explained and handled when I called prior. I would also expect my previous communication regarding my sister’s authorization to have been documented in some capacity. My sister then successfully checked my dog in on August 9, which gave me every reason to believe that the situation had been appropriately addressed. If there is no documentation of my previous call, I am concerned about why that communication was not recorded or acted upon. Rather than looking into that history when I explained it today, I was met with a skeptical “really?” and visible negative reactions. I do not think a client should be made to feel as though they are being dishonest or difficult simply because they are explaining a previous interaction with the hospital. I also work in veterinary medicine, so I understand firsthand that policies must be followed, documentation is important, and client-facing positions can be challenging. I have a great deal of understanding for veterinary professionals and the situations they encounter. However, I also know that clients should be treated with basic courtesy and professionalism, particularly when they are simply trying to understand an apparent inconsistency. I would appreciate management reviewing my account notes and communication history from prior to August 9, as well as the September visit, to determine what was documented regarding my sister’s authorization. I would also like today’s interaction formally documented and addressed with the staff member involved. Unfortunately, regardless of what occurred internally with the authorization, the way today’s interaction was handled has left me uncomfortable continuing to entrust this facility with my pets’ care. I am not writing this because I was asked to comply with a policy. I am writing because of the way I was treated when I attempted to explain that I had already taken steps to address this exact situation. Others beware!
• EA

  Elizabetha Anderson

  Sep 2, 2026
  5.0
  Great
• BM

  Bobbie Morton

  Sep 2, 2026
  5.0
  Pleasant personalities from the staff. Excellent customer service. Gentle with my 4 legged baby
• JM

  Joe Machuta

  Aug 22, 2026
  5.0
  They are always great you take good care of our Zeke!

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