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March 2024 by Sarah Brooks
Vet techs: 5 stars, sweet, thorough, do a good job with the petsOptimum wellness plan (active care): 1 star, is a scam (so many hidden fees & admin costs)I was nickel-and-dimed on everything, despite being on an Optimum Wellness plan. A few things that the website or paperwork said were covered but weren't fully covered:- Dental cleaning procedure (didn't cover the tests that are required to perform the anesthesia, like the cardiopet or xrays to determine the actual tooth health and if extractions are needed, and didn't cover things like anti-nausea medication for post anesthesia or dental sealants)- Interstate health/travel certificates (again, supposed to be covered, but wasn't mentioned when I signed the documents that that doesn't include a $150 administrative fee to perform the health exam)Office experience: 2 stars- Check in and check out each took over 30 mins while we waited for somebody who could take my cat in or bring her out (even though we were on time for our appointment and on time for pick up). What was crazy was we got a call that she was ready for pickup, and upon arrival 10 mins later, they were in the middle of a surgery so I had to wait for the surgery of another pet to finish before someone was available to bring her out. They're clearly understaffed.- Next, half way home, we realized they didn't even put her collar back on, or place it in her carrier, so we had to go back to pick that up- Finally, 30 mins after we got home, we get a call from the office saying they sent us home with the wrong health certificate papers (the ones they sent me home with were apparently not signed by the vet yet, so they weren't legally binding) and I had to go back a third time to pick those up just before our flight out
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January 2024 by Joti Walia
It’s like home away from home for my puppy. The staff loves all their puppy patients like family.
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October 2023 by Grace Ning
I've been with these guys a year now and rarely had any good experiences. I scheduled a checkup for my cat today (3 weeks out) and paid $30 to lyft there just for the office to be closed with no heads up. I didn't get the appointment auto rescheduled or even a voicemail saying they're closed for the day. What a waste of time and money.And previously I had a suspicion my cat had a cold since she was sneezing a bunch. Brought her in and they said there was no issues, didn't even run any tests. After another week of sneezing I had to insist on the panel of tests before they could confirm she had a cold. Had to pay twice too for the "doctors time". I'll be switching vets, don't go here
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October 2023 by Bay Area Guides
I absolutely would NOT recommend Banfield Pet Hospital - Marina location. The services provided were very disappointing and they were extremely negligent addressing concerns. They did not show an ounce of care for the client (me) or pet. From the front desk, to the technicians, to the veterinarian— regardless of their tenure and credentials, all staff members were incompetent, and should be reevaluated by Banfield upper management.
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October 2023 by Gen Alvarez
Banfield Marina office is the best! The entire team does a superb job. Thank you so much Marina Office, appreciate y'all so much!!!
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August 2023 by Scott Y.
I had in person appointment on Aug 27th then I had to change to drop off on Aug 7th as my dog did not stand up well for last few days.For 8:30 appointment, I arrived at 8:25 and as we walked for more than 1 hour from Lower Nob Hill to Marina, my dog was panting a lot and laying down on the floor as he is senior dog of 14 years then this practice manager Faith Bailey came out immediately and asked me to leave and bring my dog to emergency room.I was shocked and speechless as she never said hello when I walked in and we had eye contact and not sure what kind of Asian discrimination issue she had, this is totally not acceptable and I had to wait for 2.5 hours but she acted like queen of the house and blocked all connections while I asked her 3 times to have her manager, Curt Sayaka, field director of Banfield and to have doctor come out to check my dog is really needing to go to emergency room,(All he did for first 30 mins after arrival was panting as senior dog after all those hills in SF and she saw my dog's panting was significantly reduced but she intentionally ignored)I called at Banfield customer advocate and got case # but I was wondering new hire as of October 2022 can be this much wrong to Asian customer while she never followed Banfield Animal Hospital's basic customer service ABC.Can someone please reach out to Banfield by calling at 877-500-2288 or this location at 415-921-0410?My dog after 2.5 hours wasting time at waiting area at the hospital has been sleeping like new born baby so I was thinking if I was a bad dog owner not taking my dog to emergency room as per her advice...
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July 2023 by Lisa S.
Banfield on Lombard is truly the worst! Every time I take my dog there, something goes wrong. I finally decided an honest review needs to be shared. First of all, do not get the Banfield Wellness program. I pay $90 for horrible service. If you have any type of emergency and don't have an appointment booked, Banfield's answer is..."Oh, we're sorry, you can't come in today. We are booked. When I say I pay $90 a month for the Wellness Plan, the answer is, "sorry, we don't have any appointments today...you can go to Sage."At my dog's recent visit with Dr. Melcon, she told me my dog had a tumor on his dew claw. She offered to do surgery to remove the tumor. My dog is a 13lb chihuahua/rat terrier. His paws are small. Two nights ago, his right front paw ballooned up overnight. His whole paw was swollen and his dew claw was red, pussy, and the size of a marble. He was holding it up and couldn't walk on it. It looked infected and my dog had a fever. I called Banfield first thing (8:00am) Sunday morning...was put on hold for 17+ minutes only to be told they had no room to see him today. I said I pay $90 a month for the Wellness Plan and pleaded my dog's case given he was clearly in pain. The receptionist said to call back in an hour when her manager was in for the day. I called back at 9:00am. I waited on hold for close to 20 minutes again. When the receptionist came back on she said the manager said there was no room for my dog to come in today. I was told I could either go to Sage or drop my dog off tomorrow morning at 7:00am and see if the doctor could get to him in between her other visits. What pet owner would wait 24 hours when their dog has a fever and an infected paw? I asked if Sage covered anything under my $90 a month Banfield Wellness plan. The answer from the receptionist..."No, it doesn't cover Sage."Given my dog's cardiologist is at Sage, I trust their care and impeccable customer service. They have incredibly knowledgeable veterinarians and vet techs. They were very thorough with my dog at Sage. However, it did cost $1153. Banfield couldn't get my dog in, so I had to go to the emergency vet and pay those prices.At my last visit, Dr. Melcon mentioned surgery for my dog's dew claw, so she was aware of his situation. After the receptionist hung up, I sent Dr. Melcon photos of my dog's dew claw and paw. I told the receptionist I was sending over the photos in an email and asked her to have Dr. Melcon look at the photos. Dr. Melcon didn't even bother to respond to my email with the word "Urgent" in the subject line. She still hasn't (and it's now Monday evening).On March first this year, my dog was scheduled for a lumpectomy. However, Dr. Melcon would not do the lumpectomy without a teeth cleaning. She said, "They don't like me to just do a lumpectomy." So, I had to pay an additional $600+ for a teeth cleaning to get the lump removed. On the morning of March 1, I dropped my dog off at 7am. It took 10+ minutes to check him in for his pending surgery. After dropping him off, I went to work. I was in a training that morning. We had a break around 10:00am. I checked my phone. There was a voicemail from the doctor saying she needed me to call her before she could do the surgery. I called back. I was on hold for close to 20 minutes. When the receptionist finally talked with me...he said Dr. Melcon was "unavailable." I insisted he get Dr. Melcon on the phone given I was missing a training and my dog's surgery was being put off until we spoke. He put me on hold again. When Dr. Melcon got on the phone she was upset with me for not answering my phone earlier when she called. I said, "I'm at a training at work, my phone was on silent and put away." The next thing she said caused me to fear for my pet's life. She asked me, "What are we doing for Tanner today? Are we cleaning his teeth?" I almost lost it. I had to inform the doctor that she was removing a lump
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June 2023 by Erin Rooney
Dr Melcon is a 5 Star VetThe office staff at this location is barely a 1 star operation.Voicemails do not get returnedPhones do not get answeredNot even when the doctor is inForget this place if you have an emergency or ANY sort of urgent need.
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April 2023 by Vlad Shlosberg
Called them, said they will put me on a quick hold. After 15 min of waiting redialed and just asked if they had room for an appointment today, they said they will put me on a quick hold again. After 30 min of waiting on hold for them to just tell me if they have an appointment, I gave up.
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April 2023 by Alan F.
Homophobic!! So, partner called to talk with their insurers. Guy insisted on talking with me as alphabetically I was first. Wouldn't talk with partner of forty years - per Banfield a dog can't have two male parents. The call was pretty abusive and basically broke down to the concept the company doesn't recognize same sex marriages. Our dog is so out of there.
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April 2023 by Kimmy B.
I went here for an "affordable" option as my dog needs to have a molar extracted. The process for booking an appointment was genuinely painful. I would leave a voicemail, get a call back, get hung up on, I'd call back, get put on hold (20 minutes!), get hung up on, and then repeat all again. I honestly can't believe I was even able to schedule something. The place itself was dirty overall, but I was under the impression this was a budget Vet so that was less bothersome. The quoted cost is significantly higher than many vets I've spoken to, which was really surprising as I expected this place to be a good option. The full quote was for $1.6k unless I "subscribed to a monthly membership" (what on earth...) and they would take it to $1k. Super disappointed overall, but wanted to share my experience for others like me looking for Veterinary care.
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April 2023 by Linda Ramey
The vet was very experienced and was able to anticipate future problems and deal with them ahead of time. The entire staff was friendly and made sure I understood the follow up procedures.
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April 2023 by Claudia S.
the manager was ignoring me when I asked for the customer service line. She was very rude and didn't want to help at all, her own employ asked what the customer service line was and she ignored him do over all a waste of time and money I wouldn't recommend this place.
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March 2023 by Z Tay
Difficult to find availability, vets always trying to upsell, they do not respond to Chewy RX requests. Do your self a favor and look elsewhere for your pet’s vet needs
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March 2023 by Mark
The level of incompetence of front desk staff is really remarkable. Getting virtually anything done with them is a painstaking task. You are continually put on hold, there are long delays and they seemingly forget you’re even onHold. Recently they have developed a new habit of just putting you straight to hold without even answering. I was on hold for 45 minutes before giving up. They don’t even acknowledge the fact that you were put on hold or apologize for the wait, are just emotionless and direct. The vets are great here and until recently this was a great office, but it’s incredibly frustrating to need to get info on a sick pet and not be able to get through. At this point I’d gladly pay more money to go to a vet who’s front office actually cares for their customers.
