Romeo has been a patient at Benfild since he was about 8 weeks today hes 6 yrs old. He gets the best treatment ever. His 2 other brothers do Bainfiel as well. Connor and Kuquito in different and convinced locations near them. I recommend Banfield pet hospitals. We started with a wellness plane and now not only do he get medical attention and insurance, but DENTAL too. Ty Banfield for all you do.
Went here for a Rabies Vaccination and Heart worm prevention medicine was told my total was $168 but once I called customer service to figure out why I was on a wellness plan after already paying the $170 I was informed that they originally charged me over $800 for the visit and never discussed that with me!!! Neither was the $800 fee listed on my receipts after I paid!!! I DO NOT RECOMMEND
Scheduling was surprisingly difficult. The website booked me for a day that was closed. I fortunately called to confirm and found that the system didn't fully put me in. Had to regegister.
Just rescheduling too over 20 min on the phone and being put on hold many times.
Upon getting there, schedule new patient exams for 2 cats took 4 hours. The care itself seemed competent but administratively everything was 'suboptimal". Going back for a re-exam this weekend on 1 cat. Who knows when we'll bet back from the 12:15 blood draw....
I’ve been a loyal customer of Banfield for over 15 years, but today was by far the worst experience I’ve had.
Please note that this is my personal perspective, so I do not remember every single detail and I’m trying to convey the key points.
When I first walked in 2 people were getting checked out and one person was waiting for their pet that was already being seen. I had an appointment for 3 PM for a nail trim, and I waited for quite a while. I didn’t mind as I could tell they were getting busy. When I checked in, I waited and was eventually asked what I was waiting for since numerous people started walking in. I responded that I had a nail trim appointment.
I was told that Lily, the technician, would be out in a minute to get her. As I continued to wait, the technician finally came out and looked at me and said something to her colleague before looking away. It was odd but I patiently waited a bit longer.
As time passed, maybe another 5 minutes, Lily came over and said that I had missed my appointment this morning. I responded at 3AM? She replied with no at 10:45 AM. That didn’t make sense because I had been scheduled for 3 PM and I had confirmed it with a text notification on my phone (see attached).
She responded that there must have been a last-minute change. I was confused and thought to myself that if there had been a last-minute change, I would have received a notification and wouldn’t have confirmed it as the time was during my work hours.
She then told me that she needed to get another dog in for a vaccine and nail trim before she could take my dog. Mind you, this dog came in after my dog. I should have been next inline. This also didn’t make sense to me because earlier after I was looked at, she had been aimlessly walking around the back desk for 5 minutes, and I could have been done already.
I responded that I had waited 30 minutes and needed to make it to my son’s karate class. I couldn’t wait any longer and was frustrated.
They took me immediately, but my disappointment is that they simply assumed I had missed my appointment and didn’t communicate that with me earlier. Looked at me and made me wait.
As I was checking out with a different person, I kindly requested that they inform me in the future if my appointment changes, especially with me never confirming the new time. It was quite inconsiderate of them to simply just let me sit there, assuming I had missed my appointment at 10:45, when I was never scheduled for that time. Their response was that they had switched to a new computer system, which was likely an error on their part but still, have that communication with me instead of just making me wait.
To make matters worse, I reviewed my billing statement upon returning home and discovered that I had been charged for both an office visit and a nail trim. This discrepancy raised my concerns.
I called back to inquire about the billing statement and understand what an “office visit: vet tech exam” for $65 meant, considering that I had only been there for a nail trim. Unfortunately, I was repeatedly put on hold for another 10 minutes and had to call back until I finally reached someone. When I expressed my concerns, I was informed that it was a billing error and that they would contact management to rectify it.
I am deeply disappointed with this experience. I have emailed headquarters with this complaint to ensure that there are improvements in communication and customer service within the establishment. After this incident, I will not be renewing my plan.
Sincerely an unhappy loyal customer.
