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February 2024 by Sensa S.
I am disappointed & very dissatisfied with Banfield Pet Hospital all together. Ever since the acquisition, the pet care and communication has declined severely. I left an urgent message for the doc that last saw my pet, it was almost a month before I received a returned call, it was the vet assistant that called back, not the doc. My pet has special needs and because of the poor service with Banfield, I have resulted to a another vet hospital that is hands on, responsive and literally cares about my pet & pet health, rather than just seeking the financial benefits and quantity of pets push in--as it is with Banfield. It's so sad that most of the staff left and the new Banfield staff is heartless & clueless!
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February 2024 by Suniya A.
The absolute worst experience. The vet needs to leave early basically every day so moves up appointments and will not let us know and then claim that they did. Then call you and hound you incessantly to get you to pick up your pet so that the vet can go home early. We had our appointment today at 4:30 when we walked to drop off our pet we were told that our dog's appointment got moved up and they did not inform us. Then, throughout the day, we were called and asked what time we were going to pick her up. (keep in mind It is a Friday, a workday.) They stated that we need to be there before 230 and we told them that we would be there before that and they kept calling and asking. Also did not know the difference between a male dog and a female dog they kept calling our dog a he when she is clearly a girl, it worries me that they don't know anatomy of the pets that they service. do yourself a favor and go anywhere else. This whole company needs to be shut down.
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January 2024 by Alex Torres
I just recently signed up my dog on their plan. Since then, I’ve been trying to get a hold of them and leaving multiple voicemails and have not been able to get a hold of them at this location.
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January 2024 by Jennifer Mallas
I have been using Banfield for almost 11 years and had two pets enrolled in the wellness plan. I no longer feel the wellness plan is of much benefit, it doesn’t cover any health issues aside from preventative care and even then you’re still paying.I recently had to bring my 10 year old dog in for an X-ray, she has trouble getting to her feet from sitting on slippery floors, the tech attempted to pull her several times prior to her being able to get herself up. The floors in petsmart are especially slippery. I was flabbergasted that I had to say to the tech, “stop pulling her and let me help her get to her feet.” My dog required X-rays to be read by a radiologist, nothing was covered under the wellness plan, I’m not entirely sure what I am paying $60 a month for if nothing is included. When I went to pick up my dog, I waited for over 40 minutes. It wouldn’t have been so bad but the techs don’t even recognize you when they are busy. They walk to the back and then it is impossible to get their attention again. Prior to pickup the vet called to talk about my dogs X-rays and gave me some pretty bad news. Waiting 40+ minutes to get your family member after finding out that they are incredibly sick is heartbreaking. I admit, I was borderline Karen. After waiting 45 minutes I knocked on the door and said “hey I’ve been waiting 45 minutes to get my dog. I don’t mean to be rude but my kids are going nuts and honestly my dog is sick, I want to bring her home.” I was told brashly several times how understaffed they were. As a customer, their inability to staff accordingly is hardly an excuse that I wanted to hear after receiving the news that putting my dog down will likely be the best course of action (no one wants to see their family member living in pain). This is not the first time I’ve waited that long at this location or locations in TX or VA (we’ve moved a lot), I really think they should take a look at their scheduling procedures because they obviously take more appointments than they can handle. I feel bad for the techs but mostly for the pets, we would not accept this for humans why is it acceptable for our pets?
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January 2024 by Azul Lopez
This place is great! I don’t know why there are bad reviews but I guess you have your list of bad clients who yell when they don’t get what they want. I’ve come a couple of times to pick up medication for my dog and they have always helped out and I see these people get mad at the front desk for taking so long, if you can’t wait and handle a line go somewhere else. The front desk associate I believe she said her name was Joey absolutely fantastic such a sweet heart. She had a line of guest but greeted everyone with a smile and a sweet voice. I’ve been helped out by so many associates here and they are absolutely wonderful people! I’m glad they can get doctors in atleast and not be closed in case I need to ask questions about my baby! Thank you mount prospect Banfield
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December 2023 by TIm B
If you’re looking for a personal touch, you won’t find it here. Line up in the morning for the 40 minute check in. And, god forbid, should some unusual situation arise with your loved one, you’ll be eternally frustrated with the process. The Banfield pet enrollment program is a complete waste as it covers very little. Expect $$$ bills every time you drop off your pet.
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November 2023 by Denise Stiefel
I have been going to the Banfield Mt Prospect location for over 20 years. The service there at one time was fantastic now in the recent year it has been terrible. They are short doctors they do not answer phones. They pick up and throw you into hold for eternity. The staff is overwhelmed but the staff can still pick up the phone. when you come in you stand at the front desk for eternity waiting for someone to come and take care of you. This location needs help... I would not abandoned using Banfield. There are other locations that are awesome. If you find that one location is not servicing your needs I would change to another location that might be closer to you etc.
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October 2023 by Richard Wilson
Never any openings for appointments, I have to wait 2 weeks , to have them say they can refill a perception for my dog they have refilled multiple times over the last few years . And the kicker is they don't even carry it anymore. Nice people working there , but I don't know if they are understaffed or what but I am not going back .
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October 2023 by Ammerina Klingaman
We brought our little pup Mister in on suggestion of our vet because they were closed and it was after Midnight.They were very caring at intake and kept us informed of what was going on the entire time. They were also very time efficient. We expected to be there a lot longer than we were and we expected it to cost significantly more than it actually did!The only down for us was that the young lady who came out to explain all of his medications at the end seemed impatient and slightly annoyed at all of our questions.Everything and everyone else was amazing.Photo is of Mister relaxing after his Elizabeth collar was finally off!
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September 2023 by Amanda Wright
We have been Banfield preventative plan members for several years now (4 of them at this location), and after today’s experience we will NEVER again. Historically, getting an appointment for our dog’s comprehensive exam has been relatively easy, and we didn’t have to wait long. This last time, we waited several weeks just to have today’s appointment. We also learned when calling that the doctor he usually sees is no longer there, which is also disappointing, but not unexpected, as in our experience turnover at Banfield is common. But, the last vet he had was fantastic so when we were assured that he had seen the doctor he was scheduled with today before we took a chance.While we understand it’s a drop-off appointment, this is a stressful time for a dog like ours who usually takes anxiety medication and doesn’t do well in crates. Former staff and his last doctor ensured the least stressful experience for him over the years, but it seems like that is now out the window with the recent turnover. His last several visits we have dropped off anywhere from 8:30-9am and heard from doctor in the early afternoon that he did ok, and are usually cleared to pick up up around 3pm, sometimes before or a little after.I called to check on him at 1:30pm and was told his exam was complete and he was about to begin his dental. The front desk person said he was pacing in the crate but not crying. I asked how soon we could get him, and she said that the doctor likes to observe them for an hour after, and it depended on when she could discharge him. I asked if they could please call me as soon as the observation period was over so we could get him, understanding that even if doctor didn’t have time to review anything she could always call us later when she had time.At 4:30pm I tried to call again to check in and the phones went unanswered. At 5:30pm we still received no updates even to let us know be came out of anesthesia ok. My husband went to pick him up at 5:30 because they close at 6pm and we frankly didn’t know what else to do. Similar to drop-off, no one was at the front. When my husband was finally helped he said he was there to pick up our dog, who at this point has not had his meds, eaten in hours, and was probably still in distress. The woman my husband spoke to said our dog “still needed his vaccines”, which caught my husband off guard because our dog wasn’t due for them for another two months. My husband politely told her we just wanted to take our dog home and he was not due for those yet.After several more minutes and the woman coming in and out of the back, sans dog, she brought him out. When she finally did this, she stated that they had already done the vaccines “to save us a trip”. This did not feel great given this is not what was planned or discussed, and he had already been through so much all day, and stuck in a crate on top of that. At this point we still had no word from the doctor, no indication of how tests results came back, anything. Which is what we have always gotten for 10 years.Eager to just check him out and get home, my husband asked her how he did with his dental cleaning and she then proceeded to tell him that our dog “did ok, but two of his teeth FELL OUT.” Pure shock. Last year’s cleaning (at the same place) he got a glowing report.As of this review, we still have no idea how his blood work or other stuff was because the doctor never called us or spoke to us. They sent us home with no information about the teeth falling out, no recommendations for follow-up, nothing. I’m honestly still shocked by how poor the whole situation went, that this morning my dog had all of his teeth and came home with two less, and that a doctor never even spoke to us about it.While their “wellness” plan is a great idea on paper, it now seems that the priority is how many dogs they can get in and out on their timeline, at the expense of you and your pet. Banfield’s practices are unprofessional and inhumane, and I would never recommend them to anyone.
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September 2023 by Amanda W.
We have been Banfield preventative plan members for several years now (4 of them at this location), and after today's experience we will NEVER again. Historically, getting an appointment for our dog's comprehensive exam has been relatively easy, and we didn't have to wait long. This last time, we waited several weeks just to have today's appointment. We also learned when calling that the doctor he usually sees is no longer there, which is also disappointing, but not unexpected, as in our experience turnover at Banfield is common. But, the last vet he had was fantastic so when we were assured that he had seen the doctor he was scheduled with today before we took a chance. While we understand it's a drop-off appointment, this is a stressful time for a dog like ours who usually takes anxiety medication and doesn't do well in crates. Former staff and his last doctor ensured the least stressful experience for him over the years, but it seems like that is now out the window with the recent turnover. His last several visits we have dropped off anywhere from 8:30-9am and heard from doctor in the early afternoon that he did ok, and are usually cleared to pick up around 3pm, sometimes before or a little after. I called to check on him at 1:30pm and was told his exam was complete and he was about to begin his dental. The front desk person said he was pacing in the crate but not crying. I asked how soon we could get him, and she said that the doctor likes to observe them for an hour after, and it depended on when she could discharge him. I asked if they could please call me as soon as the observation period was over so we could get him, understanding that even if doctor didn't have time to review anything she could always call us later when she had time. At 4:30pm I tried to call again to check in and the phones went unanswered. At 5:30pm we still received no updates even to let us know he came out of anesthesia ok. My husband went to pick him up at 5:30 because they close at 6pm and we frankly didn't know what else to do. Similar to drop-off, no one was at the front. When my husband was finally helped he said he was there to pick up our dog, who at this point has not had his meds, eaten in hours, and was probably still in distress. The woman my husband spoke to said our dog "still needed his vaccines", which caught my husband off guard because our dog wasn't due for them for another two months. My husband politely told her we just wanted to take our dog home and he was not due for those yet. After several more minutes and the woman coming in and out of the back, sans dog, she brought him out. When she finally did this, she stated that they had already done the vaccines "to save us a trip". This did not feel great given this is not what was planned or discussed, and he had already been through so much all day, and stuck in a crate on top of that. At this point we still had no word from the doctor, no indication of how tests results came back, anything. Which is what we have always gotten for 10 years. Eager to just check him out and get home, my husband asked her how he did with his dental cleaning and she then proceeded to tell him that our dog "did ok, but two of his teeth FELL OUT." Pure shock. She told him this as if she was reporting the weather. At his cleaning last year (at the same place), and every year since he was one year old, he had no issues, never a cavity, crack, nothing. We have always been diligent about his teeth. As of this review, we still have no idea how his blood work or other stuff was because the doctor never called us or spoke to us. They sent us home with no information about the teeth falling out, no recommendations for follow-up, nothing. I'm honestly still shocked by how poor the whole situation went, that this morning my dog had all of his teeth and came home with two less, and that a doctor never even spoke to us about it. While their "wellness" plan is a great idea on paper, it now seems that the priority is ho
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August 2023 by Steven K.
Horrible service. Took 20min just to get waited in. Find some place other than here. Horrible
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July 2023 by Horace Ware
You give the absolute best of care to everyone's pet. Thank you
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April 2023 by Robyn Sandys
I go to the one in Mt Prospect. The staff from the vets to the front desk are fantastic!
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March 2023 by Kimberley Hawkinson
Great friendly staff from the moment you arrive to drop off your furry baby till you pick them up !! Great caring medical staff and doctors who you can tell love all pets!