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December 2023 by Ruth Martin
We have two new puppies in our house. We chose Banfield because they had taken great care of our babies in the past.
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October 2023 by Darla Drew
They need to get on the same page with the Drs and up front staff. Every time I call I get put on hold for a half hour. Then the Drs tell you one thing. Then it's something different from what I was told. Alot of b. S.
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September 2023 by William E.
ABSOLUTELY. THE. WORST. CUSTOMER. SERVICE. EVER. "A brief hold" on a telephone call means at least 15 minutes. TWICE in the last two weeks I been put on hold (forgotten?) for over 15 minutes. After 7 years, done with Banfield forever.
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August 2023 by MedCity Mami
I’ve been going to banfield for about a year now for my dog. It has been quick and easy, and the staff are always very nice to me and my dog Liliana. To the point my dog LOVES going to the vet, even when we just go to petsmart she always wants to go back there. I’m not sure if the vets love Liliana more or if it’s the other way around. But being someone who’s always hd dogs who HATED the vet to having a dog who LOVES the vet it’s very refreshing. Plus I love that every time we get meds someone writes her name and decorates the bag, i love the little extra touch. Everyone always compliments Liliana and there’s always outstanding service.Last Sunday my dog was attacked by a pitbull and was bleeding. We had immediately taken her to the ER Vet in rochester and they just didn’t have enough space or staff to take her in, plus just the exam alone would cost about $230+. I decided to bring her to her primary vet (Banfield) and they got her in right away. One of the few vets in Rochester Open at 9AM on a Sunday. They got her in and treated her and because we have the wellness plan her exam and medications were under $100 for an emergency visit! She is since healing well and has a follow up coming up which I know she is VERY excited to go back, she always comes out happy and smiling ?
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June 2023 by Becky Lukkason
We have always had wonderful care at Banfield. All issues happened in the last 8 months at the Rochester Marketplace location. First we were told nail trims at the grooming salon didn’t need/can’t make appts for. We brought both dogs to get nails ground, they then said that we needed an appt; unfortunately they didn’t have any availability. Just this month we scheduled our Comprehensive plus dental for both dogs. A few days before they called to reschedule due to a scheduling error. No problem, that happens. Our older dog has an open area on her skin, so I made the appt for Memorial Day at 4:30. I specifically said “oh wow, you’re open that day?!”. I bring in Mischa who doesn’t do well at the vet and they “didn’t have the appointment” and they don’t schedule appointments 30 min before close….well it sure wasn’t me offering up the 4:30 appointment time. They read through all the notes and saw that the appointment was made but then declined 2 days later. No one called to inform us that it needed to be rescheduled and unfortunately they couldn’t see her then. I’m beyond frustrated that this keeps happening and will be looking into other locations for the remainder of our Optimum Plan; We will not be renewing our Wellness Plan.
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April 2023 by Jennifer Guziak
Don't ever sign up for the wellness plan! They charged me even after my pet passed away. Claimed it covered 2 check ups per year, but didn't. And keep the money in my account that wasn't used. I don't understand how this is legal and definitely not how it was represented when I signed up for it.
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February 2023 by Erica D
EDIT: Now that we are able to be with our baby during visits, I was able to meet staff face to face. They were genuinely loving, knowledgeable and thorough worth Lucy's care.They did a nice job of trimming her nails. She received her vaccinations, lab tests , and flea/tick and Heartworm meds.
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January 2023 by Michael H.
The day I had been dreading finally came last Sunday, when I had to help my beloved pup Laci, cross the rainbow bridge. My regular vet wasn't open and I called Banfield after a google search and found out that they were open Sundays. This was very unexpected and I wasn't prepared for the expense on top of the devastation, so I asked them for a quote on the phone. I was quoted $175 if I didn't want the ashes returned, and I believe $350ish if I wanted the ashes. I opted for the lesser of the two. Went in, did the difficult task and was shattered. The tech took my debit card to run it and sent me on my way. It wasn't until I got home that I realized they had charged me just under $250. I called right away and the person I spoke with AGREED that I was overcharged and assured me a call back and a refund. I got neither, so a few days later I called back, and was again told they would initiate the refund and call me back. Again, nothing. So I called today and was told that they would not be refunding me after all, because there was a "miscommunication" when I asked for the quote. They quoted me and amount and did not inform me that they were debiting my account for $75 more than the quote and now they refuse to do right by me. I wouldn't trust their quotes at all, nor trust them to run your card without watching them. Thanks for making a horrible day even worse.
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December 2022 by Fred Forkes
Everyone is knowledgeable friendly and nice. Awfully busy at times and it is hard to get the necessary time to breathe and ask important questions especially with a sick animal or end of life scenario like with my sweet cat Agatha. Anna is a Vet Tech . Very empathetic. By luck I talked with her when she was working at the front desk and she told me she helped treat Agatha. Made it easier to ask difficult questions. I even ran into her at the bank and she sat with me for a few minutes and we talked about my kitty.Thank you to ALL the staff at Banfield! Most importantly my precious Agatha is still with us!
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October 2022 by Ian Bell
Banfield will charge top dollar for bottom quality care.What do you get with this high dollar service? I'm glad you asked:-You'll have little to no interaction with the doctor (thanks to their "drop off only" policy).-Get put on a quick hold for about 20 minutes and forgotten about until your sent to voice-mail almost every time you call!THIS IS THE BEST ONE!!!-If they're out of antibiotics, don't worry, they just won't tell you! Instead, they'll give you "a few days worth" (secretly hoping that they get more before you need to refill) telling you that's all you need for now. THEN a week after you run out and your beloved pet has been off of them for a week, they'll call to inform you that the rest of the pills are in. THE CONVENIENCE AM I RIGHT?!?!You will spend considerably more here than just about anywhere else in the Rochester area. Don't take your pets here.
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October 2022 by Frida Pantaleon
Great experience with them. My cat cheto will be forever grateful
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October 2022 by Brandon Ray
We signed up for the optimum wellness puppy program when we got our puppy with the intention for only having a year long contract. The program was helpful for getting her vaccines and checkups for the first year, but we told Banfield we didn't want to continue services after that point. Although we thoroughly explained that to them, they somehow got us to sign up for the plan to renew after a year, so without our knowledge it renewed and if we want to cancel the subscription we need to pay over $200 to leave it. This vet is consistently understaffed and overbooked. Although they have a skilled staff, it's just an assembly line to make the company money. I've never been satisfied with any of the visits and my dog hasn't received adequate care here. Now I'm forced to give them more money just so I can leave them and go to a proper veterinarian. Shady business with shady contracts that they know is a scam. Would not recommend to anyone that cares about their dog.
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August 2022 by Camila Dergam-Larson
My dog has been going to Banfield for a long time. We loved Dr. Lucca, she left, covid came.. covid left... Banfield is the only place where you have to leave your dog the ENTIRE DAY there. Last app, we left my pregnant dog there AN ENTIRE DAY for ONE X-RAY. We wanted to know how many puppies. Hours later, I get a call, vet says she has 5 puppies and I ask them to send me the X-RAY. I am a vet, all my friends are vets, me and my friends (including a radiologista specialist) said they could not see any puppies on the 300 dollar x ray. The least I would expect would be the vet show me where the puppies are on the X-ray and to not take the entire day to do it. It is unprofessional to take someone's dog and examine, test without the owner and even more unprofessional to not sit down with them and explain everything they found. A call does not help. I have recommended Banfield to all my friends, but now I don't recommend it anymore. And oh, 15 days after the X-RAY we had 10 puppies.
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August 2022 by Ava Moldenhauer
!!! PLEASE STAY FAR AWAY FROM THIS PLACE !!!I’d give this place negative 5 stars if I could. They caused me about $400 in debt to them by their veterinarians saying our wellness plans were no longer active (which we found out months later that it was), so as a result they refused our services. I tried calling the customer service line and explained and they basically told me their staff wouldn’t say anything like that because they don’t have access that stuff and there’s nothing they can do about it. There was also a time they called me saying my cat needed vaccines, and after I made the appointment and the trip with my cat (who absolutely HATES car rides) and they told me my cat is all up to date and they never said anything about him needing any vaccines. They say stuff and then when you call them out, they deny everything. They don’t know what they’re doing and they lie constantly. Switched to a different vet because of their trash communication. 10/10 don’t recommend.
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August 2022 by JoshKori Z
Absolutely wonderful group of people working here. We are from out of town and they were willing to fit in my sick senior dog when we were here in Rochester for a funeral. Everyone was extremely friendly and knowledgeable. We were able to come up with a plan to make our dog more comfortable until we could get home to our vet. We are so thankful for their help.
