I have been a Banfield customer for approximately ten years. Over the
past several years, the quality of service has steadily declined to the point that remaining a Banfield customer is more of an inconvenience than anything else.
My “home” vet location is in Yonkers, NY. I’d be remiss if I didn’t point out that Natalie and Shaquanna are amazing; they truly care
about my pets and always do anything they can to help. However, these
two employees are the only redeeming qualities at this point.
I recently tried to make appointments for my two dogs to have check-ups due to health concerns. I was told I could not get an
appointment until NOVEMBER. I think it goes without saying that this is unacceptable. When I asked if my dogs could get an EKG, I was able to schedule an appointment. I have to wonder if this is because this
service is not included in my wellness plan.
When the results came in, it was found that one dog (Mudslide) needed a dental procedure immediately. Since none of the three vets in New York had availablity for several months, I was forced to make an
appointment in another state (Norwalk, CT) to have the procedure. However, the doctor would not make the appointment until she
administered her own check-up, so I had to make an extra trip to Connecticut. Also, they would not allow the appointment to be a
drop-off, so I had to lose time from work. Mudslide has since had the procedure, and now I will have to bring him back to Connecticut for his follow up visit. Taking into account the added time, driving, gas,
etc, I don’t see why I should pay a monthly charge to Banfield if my local facility is not available to me.
My other dog (Holly) was found to have severe cardiac issues that preclude her from having a dental cleaning. The doctor advised us to immediately start her on three heart medications, but Banfield Yonkers
only had one in stock. Banfield Norwalk also did not have them in stock. So my dog was forced to miss a week of treatment while I waited for the medication to arrive in the mail. I was then told I could schedule a quick follow up visit for Holly on Saturday 7/11 at 12:15
pm. On 7/10, Shannon from Banfield Yonkers advised me that the doctor has to take lunch at that time, so I needed to come at 10am.
It is abundantly clear to me that Banfield’s corporate offices have little concern for their customers, no respect for their time and no
consideration for people and their pets. I’ve gotten calls before with managers of other locations trying to placate me, promising that
things were changing. I don’t need more empty promises. I need to know what I’m paying for. Shannon just advised me that the next appointment available at Banfield Yonkers is in DECEMBER. Are my monthly fees going to be suspended until then? Over the past month I’ve spent an additional $2200 in vet costs (over my monthly charge). I’d expect a company to do everything it can to keep loyal customers who are committed to caring for their pets.
I spoke with a few of the doctors at the various locations. The common
theme is that doctors cannot be retained because Banfield insists on packing too many appointments into the day without ensuring the proper staff is available.
I’m sure this message will fall on deaf ears, but I thought you should know that where I used to encourage friends and family to go to Banfield, I now advise them to stay away at all costs and I will NEVER sign up another pet with Banfield.
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