Banfield Pet Hospital Omdömen 

My experience with Banfield has been incredibly frustrating and disappointing. After my friend could no longer keep their dog, I took the dog in and became the dog’s owner. I contacted Banfield multiple times to explain the situation and cancel the existing Optimum Wellness Plan.
When I went to the clinic, I was asked to put a card on file to cover that month’s payment while I arranged to cancel the plan. I used my partner’s card for that payment, but neither of us knowingly agreed to or signed anything authorizing future payments or a 12-month financial commitment. That day, the clinic gave me a phone number to call to cancel the plan. Nobody explained to me that I would be subject to a 12-month contract or responsible for the remaining payments.
I spent hours trying to resolve this issue and spoke with Merritt, Sage, Yolanda, Frank, Christobal, and a doctor who identified herself to me as Dr. Liaaen O’Donnell. I have not been able to verify her full name or credentials. The only Chief of Staff I could identify on Banfield’s publicly listed Madison staff information was Dr. Toni Franken. I believe Banfield should clarify who I spoke with and what that person’s role was.
I spent four hours on the phone in a single day, calling different numbers that Banfield representatives kept giving me. Instead of receiving clear answers or meaningful assistance, I was repeatedly transferred between departments. I even had to add the dog’s previous owner to a call because I was told their authorization was needed, yet the issue still wasn’t resolved.
Everyone seemed to pass responsibility to someone else rather than answer my questions or take ownership of the problem. The amount of time and energy I have had to spend on something that should have been straightforward is unacceptable.
When I called the cancellation number, I was advised to escalate the matter to the doctor or practice manager so the issue could be discussed with higher-level management during their Monday meetings. When I first tried to reach the doctor, I was told she was on PTO. I was assured that my message would be passed along and that I would receive a callback by Wednesday. That callback never happened.
I eventually had to call back myself on Friday. When I finally spoke with the doctor, she raised her voice at me from the beginning of the conversation, repeatedly interrupted me, and did not allow me to fully explain my situation. The conversation was extremely unprofessional and unsatisfactory.
During that call, she told me she could waive the remaining fee and would take care of it once we hung up. However, the fee was never waived. I was given a clear assurance that was not followed through on, which further damaged my trust in Banfield.
Banfield continues to insist that I pay the remaining balance of a 12-month agreement, claiming that I agreed to the terms. However, I never knowingly agreed to the financial obligation they are now enforcing, and I have not received a satisfactory explanation or documentation showing when and how those terms were accepted.
What made this even more frustrating was being told that if the balance wasn’t paid, my friend could be sent to collections and that could be the solution. Meanwhile, Banfield continues charging my partner’s card. This is no longer just a frustrating experience with one veterinary clinic. It raises serious concerns about the company’s corporate customer service, transparency, billing practices, and accountability.
Frank advised I change my card and let my friend go to collection, clearly that doesn’t align with my values, and I would not like to work with a company whose values are those.
Banfield needs to take responsibility for what its representatives tell customers. If staff members cannot provide accurate information, follow through on commitments, or explain the financial terms of a wellness plan, how are customers supposed to trust the company?
This is about Banfield’s corporate and the training they provide to their staff, not simply the veterinary care provided at one location.

Extremely Disappointing Experience – Sales Prioritized Over Animal Care

I am extremely disappointed with my experience at Banfield Pet Hospital, particularly with the lack of professionalism, transparency, and genuine concern for animal welfare.

We scheduled a 9:30 AM appointment for our puppy’s first veterinary visit, using a promotional coupon for a complimentary wellness exam. The appointment was booked and confirmed online, with the expectation that our puppy would receive a standard examination while we remained present.

Upon arrival, the veterinary technician took our puppy out of the examination room to have the veterinarian estimate his age. When she returned, the conversation quickly shifted from our puppy’s health to promoting vaccination packages and wellness plans. We politely declined the packages and explained that we simply wanted the standard wellness examination we had scheduled.

That is when the entire experience changed.

The technician left the room and returned to inform us that the veterinarian supposedly no longer had time to perform our puppy’s examination because we had not decided whether to purchase a vaccination package. Instead, we were asked to leave him for a drop-off appointment.

I explained that our puppy had recently been rescued from a dumpster and was understandably frightened and adjusting to an unfamiliar environment. We intentionally selected an appointment that allowed us to remain present to provide him with comfort and reassurance. Had we wanted a drop-off appointment, we would have scheduled one.

The technician went back to speak with the veterinarian, only to return and tell us once again that the veterinarian did not have time to see him.

This raises a serious question: Why does Banfield advertise available appointment times, allow customers to book and receive confirmation, and then refuse to honor those appointments?

More concerning is the timing of this sudden unavailability. Everything appeared to be proceeding normally until we declined the additional packages. While I cannot speak to the veterinarian’s actual schedule or intentions, the abrupt change in service after we declined the sales offers created the strong impression that purchasing a wellness plan was more important than providing the examination we had booked.

That is unacceptable.

As pet owners, we should never feel pressured into purchasing packages simply to receive basic veterinary care. A rescued puppy deserves compassion, patience, and proper medical attention, regardless of whether his owners choose to enroll in a monthly wellness plan.

This experience left me questioning whether Banfield prioritizes animal welfare or securing wellness plan contracts. The lack of communication, apparent sales pressure, and failure to honor a confirmed appointment were deeply disappointing.

I sincerely hope Banfield’s corporate leadership reviews this experience, including its appointment scheduling practices, promotional offers, and expectations surrounding wellness plan sales.

Animal care should never feel conditional upon a sales opportunity. We came seeking compassionate veterinary care for a vulnerable puppy and left without the examination we scheduled.

Banfield needs to do better.

This business is DISGUSTING and DECEIVING. My dog was so sick, and the vet basically told me “she’s fine, it’s not a bowel blockage because she’s eating.” Then talked me into getting their stupid Banfield program which they disguise as pet insurance, when it’s actually just a 1 year contract they lock you into. They said if my dog passed away, I could cancel. Before I knew it, the vet at Banfield was wrong about BOTH of those things. It was a blockage, and it was too late to save her cuz Banfield kept stringing me along, so my poor dog ended up having to be euthanized through a different vet. And no, they WON’T let you cancel. I either pay off the contract or keep paying monthly. Representatives won’t even send me a number to someone higher up to discuss this situation and keep telling me, “well that’s the contract so.” and they get pissed at you when you keep pushing. While I am aware, I should have been more cautious about what I was signing up for, they really got me when I was panicking and vulnerable. I only went with Banfield because years ago they took care of a previous dog I had and they were fine at the time. They’re a scam, and I think how greedy they are is absolutely disgusting. They do not gaf about your pets, there was no sense of urgency when taking care of my dog, and they basically told me she was fine until it was too late.

banfield got my dog her shots fast and the opt plan covered it so no surprise bill, staff friendly too

Beware Bandfield will continue to charge you even after you pet has passed away! They scammed me out $500, charged me for 10months of a plan that was never used. I called they didn't canceled the plan. I called again explained, they did nothing. I can't believe after having a plan with them for 11years, they can take advantage of people. If it's not bad enough loosing your pet! They have to scam me out of a lot of money!

Still Being Charged After My Dog Passed Away, and if I could give Banfield 0 stars, I would!

My beloved dog, Rocky, passed away on June 16, 2026. After notifying Banfield, I was informed that I would continue to be charged approximately $92 per month until my wellness plan contract ends in February.

What I find most appalling is the lack of communication and transparency. Not only am I being charged after my pet's death, but I never received any acknowledgment letter, written explanation, or detailed breakdown of what these continued charges are for. During a time of grief, I expected compassion and clear communication from a company that had been involved in my dog's care.

Instead, I was simply told I would continue paying until the contract ended. As a customer, I believe I should have received documentation explaining the charges and the reason they would continue after Rocky's passing.

Pet owners should carefully review the terms of any wellness plan before signing up and ask detailed questions about what happens if a pet dies before the contract ends. My experience left me feeling disappointed, frustrated, and unsupported during an already painful time.

I am sharing this review so other pet owners can make an informed decision before committing to a Banfield wellness plan.

Unacceptable pet visit. Told me they were short staffed and pup was there from 8:45 am to 12:30 on for routine immunizations. Poor 8 lb maltipoo was given all routine immunizations at once and I heard her screaming in pain while I was out there waiting for her when I picked her up. Poor dog can barely walk. We won't be back. And that is after paying $59 a month for the "wellness" package.

this is the most unethical, unprofessional, dodgy, deceptive company. they will demand you open their letters and they want money. you call and you find out it's double that. then you try to do another right thing and talk to somebody, and it's usually a woman with a nasty attitude, who now gives an amount that's four times the amount you saw in the letter. if that was them listening and looking at all that stuff, their paychecks wouldn't even make it right. but we write those checks. they will hang up on you. there are no managers available. they literally bribe and trap their clients or vice versa. you can cancel your plan with one good reason you're not using it but they will still charge you and it's no pretty penny. please do not give in to banfield. it may seem the easiest way out (Convenience) in the beginning but there's no magic nor sweet dreams in it. go to a non commercial vet. couldn't believe the horrible experiences we had with two women over the phone who just spin a PAYER in circles or hang up. they will also demand to know who exactly you are. they do not listen to a customer's good sense. don't return these phone calls. let it go to collections even though they will fight you on it. the one terrible thing about PetSmart is Banfield. and the physical locations can be extremely rude. this is a real easy way to get off the headache medicine; hang up immediately, never call, but don't be in those situations to begin with by having avoided them. stop playing nice to settle a Big Business game you will never win. once they get your name address and emails you're done. Banfield is oneton monster shark who you think you did the right thing towards who will now finally leave you alone but keep coming, to shaft you for that money. it's really sad and yes, it is like treating people. and who can afford that anymore? a
though I am not a 'people' I do not trust the human medical system, racket. Banfield gives it a really bad upward jab, in addition to veterinary, if they choose to allude to a different hypothetical scenario to excuse their actions. who are these people? deceptive heartless ulcers. they're automated system is just is heinous and will also hang up. they all sound like a bunch of plastic Barbie dolls with broken fingernails curled right at you. guess what they're saying?

I became a new member wellness program in April 2026. I had difficult time in getting my 6 month check in person at clinic. They insisted on drop off. They told me nothing about this rule in April when I signed up. I did finally get my 6 month check up 9/29 but waited 2 hrs for my schedule visit. They wanted to do the exam in back room away from me and I refused and insisted on being present. The exam was quick, not complete, and rushed. The vet even admitted that the money of doing more vet clinic visits was oy possible by doing drop off. Corporate money was more important than caring for the pet client. The. Information in my dogs chart was not even complete or correct as I reviewed my last visit summary from April. DO NOT USE BANFIELD IN RIO RANCHO NM AS YOUR VET. Your care will be poor.

Earlier today I booked an appt online for my friend for today at 5:00 in Norwalk, CT. After booking the appt she later received a phone call stating that Banfield does not book appts after 4:30.

If you don't do appts after 4:30 why were time slots of 5:00 & 5:30 listed as available?

There were also multiple drop off slots listed as available but when the Banfield rep called, my friend was told non of these were available either.

Again, if they are not available, why are they listed?

She ended up going to an emergency clinic, which for someone on a fixed income will be a very difficult expense for her to pay for.

She & I were very disappointed in how this turned out.

DO NOT TAKE YOUR PET TO THIS CLINIC! In my experience, the way we were treated was dishonest, arrogant, and completely unacceptable.

We brought our dog in at 7:00 AM for a scheduled spay surgery because that was the time the clinic instructed us to bring her. She had already been fasting for approximately 12 hours, with no food or water, in preparation for the procedure. We were told they would call us after the surgery and that we should expect to pick her up around noon.

No one called.

By 3:00 PM, after hearing absolutely nothing, I called the clinic myself. They told me they had supposedly just finished her surgery and were “about to call me.” I was then told that they had more urgent patients ahead of her.

I completely understand that genuine emergencies happen. What I do NOT understand is why a dog with a PLANNED surgical procedure was required to arrive at 7:00 AM after fasting all night, only to sit there for hours and hours without food or water, with absolutely no communication from the clinic about the delay.

We were not able to bring her home until approximately 5:30 PM. When we finally picked her up, she was in terrible condition — completely exhausted, distressed, and nothing like herself.

To make matters worse, we PAID EXTRA for an anti-nausea medication specifically intended to help prevent vomiting after anesthesia. Despite this, she vomited repeatedly throughout the entire night and CONTINUED VOMITING THE FOLLOWING DAY. She could barely recover for almost 48 hours.

When I called because I was worried and wanted an explanation, they initially did not even want to let me speak with the veterinarian. I had to insist before they finally connected me with her. Instead of showing concern or taking any responsibility, I was told that they were “not obligated” to perform her surgery first thing in the morning just because we had been instructed to bring her in at 7:00 AM.

That response was unbelievable to me.

If you had no intention of operating on her until many hours later, WHY did you instruct us to bring her at 7:00 AM after she had already been fasting all night? Why was she left there for most of the day without food or water? And why did nobody have the basic courtesy to call us and explain that her surgery had been significantly delayed?

I also have very serious questions about the anti-nausea medication we specifically paid extra for. Considering that she vomited repeatedly throughout the night AND the following day, I want documentation showing exactly what medication was administered, what dose she received, and when it was given.

Three days later, our dog is still frightened, withdrawn, and only slowly beginning to return to herself. Watching her go through this has been heartbreaking.

We trusted this clinic with a member of our family. What we experienced was an appalling lack of communication, compassion, accountability, and basic consideration for both the animal and her owners.

We will NEVER bring our dog back to this clinic.

Please think very carefully before trusting your pet to this place.

Very disappointed with Banfield after approximately 30 years as loyal customers. We’ve had multiple pets cared for by Banfield and referred many friends and family over the years.
We contacted the Wellness Plan team with two simple questions. When we didn’t get answers, in frustration I replied, “We’ll be canceling.” I did not ask them to cancel, yet they cancelled both dogs’ plans without clarification.
We immediately requested reinstatement so we could use the benefits we’d already paid for. After repeated emails, a request for a manager, and my husband speaking with multiple representatives, we were offered a one-month refund or told to email the Care Team. We did, and still received no response.
We’re also frustrated with the post-COVID practice of requiring pets to be dropped off for routine appointments, causing unnecessary stress when owners could otherwise be present. Combined with declining appointment availability and poor communication, this is not the level of care or customer service we remember.
After 30 years of loyalty and referrals, we’re deeply disappointed. We simply want to use the benefits we’ve paid for, and sadly, this experience has confirmed we can no longer recommend Banfield to others.

Had a balance on my Puppy Care Plus account. I went in person to set up an appointment where I was told by a Banfield employee to pay half of my balance upfront and I could pay the remaining half after the appointment, and still continue with service. I show up for the appointment and get told my account is cancelled and they sent me to collections. I call the billing line and get told that even though I was told the wrong thing by an EMPLOYEE OF THEIR COMPANY they refuse to reopen the account and I would have to pay for services that weren't even rendered to my puppy. On top of that the "vet" that I spoke to and informed me my account was closed was rude and insistent that I never had an account (when I told them I did I was told "ummmmmm nope you never did").

I have gone back and forth with whether the level of care was worth the cost. I will never go back to a Banfield and can’t wait to cancel my plans. My dog has been very itchy. I got home and noticed she has licked the hair off most of her belly and it is red and raw. I’m afraid it is going to start bleeding. I made an online appointment and headed out. Halfway there Banfield called and there had been a mistake and they couldn’t see my poor baby. I’m beyond angry and looking forward to finding another vet for all my animals. I would never, under any circumstance whatsoever recommend Banfield to anyone.

If you care about your pet ... please don't take them here

All they care about is money an tests .they push as many tests at you to have done to your pet as they can .not for the welfare of your pet but to make money I spent 5 thousand dollars on tests... an they still wanted to do more tests
They didn't give my pet any medication at all an when I refused more tests was told to go elsewhere .

That night my pet died because I couldn't get the right medication he needed

Don't be as stupid as me ..... Don't take your pet to banfield

My pet paid with his life an I will have to live with that mistake forever

Banfield sent an unpaid service to collections only 3 days after. Their system was down for 2 days so we were unable to pay. They didn’t give us any time after to make a timely payment even with our busy schedule. I spoke with a lady named Melissa with client services department and she provided the worst customer service. Continuously cut me off and did not listen, just automatically assumed we were in the wrong. This is by far one of the worst pet hospitals and I’m very happy to no longer be using their services.

If it were possible, I would give this company a NEGATIVE five stars!
Our Banfield Pet discount plan recently renewed. A week ago our 7 year old German Shepherd became severely ill. We took her to the Vet and her symptoms worsened over the next few days, she was slowly and painfully dying. She was suffering terribly but no one, even a specialist, could figure out the cause. After several thousands of dollars later and her continued suffering, we couldn't let it go on any longer. The decision was made to put her down. We are devastated and heart broken! Now THIS HORRIBLE COMPANY IS FORCING US to continue to pay $60 a month for the next year! Why isn't there a way to cancel a subscription when the reason you got the plan in the first place no longer exists!??? It will be a monthly reminder of the loss of our precious dog. Stay far away from this scamming rip off Company!!!!

I could not allow the month to end without sharing me and my Furbaby's absolute last visit and reasons for the cancellation of his Wellness Plan after 2years. His visit was to be simple, nail trim and a shot. He takes the Chill Protocol because he doesn't like either and it makes the whole visit less traumatizing. First, I could tell that the dr didn't seem comfortable due to my Furbaby being a large breed (Rotti), she advised that she was giving him more meds because he didn't go under right after the first shot. Okay... after he did go under, that's normally when they would take him to the back and then call me in about 2 hours for me to come and pick him up. NOPE... Two people, (one being the Dr. who by the way NEVER even introduced herself to me or advised that she would be giving him his care for the day) that I had never seen before, and who were not on his original Care Team. The other cut his nails and one too deep, she left his nails so ridged and sharp that once we got home, I had to file them down myself to keep him from scratching me and himself up. Keep in mind, I was still in the room the whole time. Once he went under, I was about to leave, and the dr asked me to stay and be by his head?? WHAT? BUT OKAY.. She gave his shot and then in less than 10 minutes, administered 2 additional shots to rush him to wake up while squeezing/pinching his meat in between his toes to get a reaction. She then told me to be overly obnoxious towards him by yelling and shaking him to get him to awake. By this point I must say that I was taken back from this approach and could only imagine how this was making my Furbaby feel being that she said he could hear everything. I stayed in the room with him for over 40 minutes and then final advised the front staff that I would be back shortly and to call me when he woke up. I never received that call and returned about 35 minutes later to see my Furbaby barely able to stand or walk straight, yet they were insistent on him being ready to leave. I asked no more questions as I slowly lead my Furbaby out while the girl at the front desk acted as if she didn't even see us. Once I got him home, I immediately called back and asked for the manager, who wasn't available at the time, so I fully advised front desk of how displeased I was during and after his visit and shared everything that is listed in this review. Tomorrow is the end of the month, and I still have never heard back from anyone in this office. I drove over an hour each way for 2 years to entrust the care of my Furbaby to an office who couldn't/wouldn't even give me 2 minutes to listen and or address to my concerns. Not to mention that if I had known his original Care Team has left and would not be providing his care, we would have left with them! That should be informed before any and all services. I know I would not make an appointment with my Dr. and then let the receptionist provide my care; that's just poor management plain and simple. South Park- Charlotte, NC

After 20 years as Banfield customers, we finally decided to leave. Looking back, we realize you truly get what you pay for.
Our cat, Amai, was recently diagnosed with severe kidney disease. The condition nearly cost her life and has already cost us more than $4,000 to get under control. We can't help but wonder if earlier detection and more thorough care could have made a difference.

Most recent in-person experience...my pup was sick and the vet prescribed medicine. Picked up the medicine. The label on the bottle said tablet. The contents were caplets. Called vet. They had somehow given me the wrong med in the right containter. Tried scheduling his shot appontments. Their system was down for 2 full days. Now...I am trying update my billing...that system is down. They are a freaking hot mess system wise and staffing wise. If I drove...I would find a different vet. My pup does like the vet...that helps...but have to jump through hoops to get to her.