January 2024 by stephanie curry
Unfortunately since coming here, my dog became extremely nervous of vet visits. She didn't have a history of being anxious at the vet so I thought it was odd she just started to not like the visits. After our last visit where they charged me a $40 "restraint" fee unknowingly, I KNEW this place was not right and it was where she was getting her trauma from. I confirmed this morning by going to Klaich animal hospital that my dog isn't difficult. They were able to lovingly get done what was needed with no force. Klaich asked for my dog's records and in the records, Banfield said "unable to get temperature". The vet tech told me this and I was so confused . She has never had a hard time with that. They also recommended a dental cleaning asap. My dog is three with little tarter. After going to Klaich, the vet there was surprised by that recommendation. I'm disappointed that I may have neglected clear signs that I needed to switch. I'm writing this so maybe the techs, vets and management here can maybe take a second look at their processes to make for better client care. I'm so happy after my visit with Klaich, I will never be returning to Banfield or recommend to anyone.
December 2023 by Leila Berg
First visit for my puppy. I got the Health Plan. Seems to be a good deal. While my puppy was getting her vaccines I went shopping at Petsmart, which is pretty cool.
December 2023 by Ali Sohi
Upon receiving a text to schedule both appointments, I arrived at the hospital expecting to address both the comprehensive and dental needs of my pet. However, to my surprise, I was informed that only the comprehensive exam was scheduled, and the dental appointment was yet to be arranged. The lack of coordination and communication was disheartening.The real disappointment came from the tech who checked my dog in. Not only was she unapologetic about the scheduling error, but her attitude was exceptionally rude. Mistakes happen, but a little empathy and a simple apology could have gone a long way in making the situation more bearable.To add to the frustration, it seems that scheduling errors are not isolated incidents. The same tech made another mistake while attempting to reschedule my dog's appointment for January, prompting her supervisor to step in and correct the error. It was concerning to witness such a lack of attention to detail.In any service industry, professionalism and customer service should be top priorities. Unfortunately, my experience at Banfield Hospital fell short of these expectations. I hope that the staff, particularly the tech in question, can reflect on their interactions with pet owners and strive for better communication and customer service in the future. A simple apology and a proactive approach to rectifying scheduling errors would have made a significant difference in my perception of this veterinary clinic.
November 2023 by Yvonne Worrell
Dr. Prokup is the most caring vet. He has compassion for your pet. He made the passing of our beloved dog non stressful.
October 2023 by Brittany Mackey
Worse experience at this Banfield. The ‘shift leader’, MEG (brown hair & glasses), was extremely unprofessional & rude. Not only was she aggressive but my dog was TERRIFIED of her bad energy which I noticed right off the bat.This is suppose to be a preventative care vet clinic but it’s anything but that. Spend the extra money & take your animals to a vet that specialize in taking care of your pet.
October 2023 by Liliana Ruiz
This is ridiculous. I used to love Banfield. I've used them for 7 years and as of late their customer service has deteriorated. I go in to fill my dogs prescriptions during their normal hours and they're closed well before their advertised hours. I went over an hour before they were supposed to closed and found them closing, I asked them if I could fill a script and they told me no because they were closing. This has happened more than once. They tell me to call ahead, I did and was placed on a 20 minute hold only for it to send me to their voice-mail. They prescribed my dogs some supplements and instructed me to call if there were issues. I did, to which they said the doctor would call me back. He never did.
October 2023 by Peanut Jilly
You have to make multiple appointments to get one issue checked since they dont check the first time, even though you specify what your concern is before the initial appointment. Then you're told to get second opinions with them STILL not checking your concern. Had to take my baby somewhere else to see what was going on and by that time it was too late
September 2023 by Lindsay B.
Unsafe, expensive, terrible customer service. I really don't think this place cares about our animals at all. I would never trust these people with my animals health. At least there was ONE receptionist who was nice enough to get my dog back for me. Nothing about this place is settling.. I watched many altercations with the receptionists there when I was checking in for my appointment in the early morning. They are just very rude for no reason.. they want owners to diagnose the issue when that's why we are there? They also just talk down to everyone. However, my situation was taking my puppy there to an appointment and they must be just WAY understaffed and disorganized, but they told me it would be approximately 4 hrs.. it took 8+ hrs with my puppy!!! when I called to see what was going on they fwded my call multiple times, then picked up and put me on hold forever, then gave me attitude about calling and said my puppy was 10th in line.. how is my puppy 10th in line when I was early for my appointment and all you're doing is an ear check? I had to just show up and say I want my dog back forget about it. And they hadn't even started his appointment! 8 hrs later.. additionally.. when I took him outside, he had so much pee. He's only 8 weeks and they need to pee at least every 3-4 hrs. I'll never come here again. Really sad they don't care about animals or their comfort. I'm just really upset to have seen so many bad experiences for people and myself when it was literally my first visit here. What a waste of my day and time.
September 2023 by Regina L.
Banfield Pet Hospital inside Petsmart Reno NV Cashier poor customer service upfront Rude and Disrespectful Shift Manager would not service my dogs became a yelling match Ridiculous
August 2023 by Vince S.
I strongly recommend AGAINST this company in Reno. We signed up for their program because we were led to believe it would save us money over time. We were paying $58/mo. to cover our dog. I had her in for some shots and a routine checkup. They called me after I dropped her off and said that they recommended some sort of additional expensive procedure. I told them we'd pass because it was too expensive and I believed she was just fine without. GET THIS ... They then called my wife, didn't bother telling her I'd already declined, repitched the ridiculously expensive procedure. My wife, of course, approved. They performed the procedure. When I arrived later that day to pick her up, they hit me with an enormous bill ... saying my wife had approved it! I told them to CANCEL our subscription because I wasn't seeing the value as being equal to or greater than the price we were paying. They refused to cancel and, since they had our VISA card info, they have continued billing us for another six months. Today I received another $174 bill for absolutely NOTHING. Our dog hasn't even been there for six months. Because they hit my VISA card, I'm unable to recover the money.Beware of this place! Huge ripoff!
August 2023 by Jason Beasley
I've tried to bring my dog to the Mae Ann hospital twice for a semi emergency. The first time the doctor left for the day around 1pm leaving the receptionist there and they weren't taking animals in. Today they were flat out closed and the website says they are open. Not impressed with this location.
July 2023 by Shawn King
Just seemed like a big up sale program. Plus our girl had to wait 4-6hrs. To see the vet because they see your pets inbetween surgeries. We won't go there again.
June 2023 by Macy H.
Very few things have gone well at any Banfield I've been to. This is my first cat which I inherited from a family member with the wellness plan. They couldn't separate our accounts so I have gone through my family member's account for the entire year and they said it's impossible to separate, so I have had to use their phone number, email, Venmo monthly payments, etc. I am sure I am not the only person who has asked to separate accounts so I believe they should make this an option because it's been quite annoying. The day before my cat's spay appointment, I was called and told the doctor wouldn't be in office and the soonest appointment was over a month later, which is approximately when she would start heat cycles. Like, you're going to cancel on ME then not accommodate me with a sooner appointment? I called every Banfield within a 2 hour drive and got an appointment for 3 weeks out which I had to take off work for. So unprofessional if you ask me. Plus even on the monthly $55 package, still had to pay over $100 out of pocket. Ridiculous. Doesn't even end here. At her one year old mark, they encouraged me to schedule the exit wellness exam for the package I was on, and 2 weeks later I show up the the appointment. The line for check in is very long and one receptionist is checking in a dog who was brought in on the wrong day?? When there is a very long line for people who show up on the correct day... alright. My appointment was at 8:15am and I check in about then for a drop off appointment. I waited until 9:15am and I still wasn't called. I see the posters saying they are understaffed and I 100% understand. But when everyone has gone that was in line with me, people that have checked in much later have gone back, I am about to lose it because my time is being disrespected and my cat is obviously not happy being in the carrier longer than necessary. I ask someone if I was even checked in and they told me they thought she was already back there waiting. Nope, right here! I get called back next and they offer to do a "in-n-out" appointment where I could wait a little longer and get her back within 20 minutes. I said yes, I'm so over this place. I am told there would be no cost for the exam, fecal sample, and 2 vaccines. Cool, let's get this over with. Dr. Bell comes out (the only kind and professional individual I worked with this entire trip) and reports good things. Says I am ready to check out. I am led to another girl who says I am not ready to check out as they need to finish documentation and need to wait 5 more minutes. A third lady says that they can check me out and leads me to a fourth lady, who says the visit is $15. So.. nobody knows how to communicate here, am I ready to check out or not? Is this covered by my wellness plan or not??? Then, they say they have to schedule another appointment for the vaccines, since they didn't have time with the in-n-our style appointment. Nobody told me that! I will get the vaccines elsewhere, as I will never set foot there again.Now, my cat's eye is swollen, cloudy, she is squinting and probably in pain and I suspect she got something from this stupid place. She is an indoor cat and has had no problems previously with her eye. Avoid this place at all costs. It is worth a more expensive bill for people that can communicate and actually care about their patients and their families.
June 2023 by Jessica Davis-Ward
Let me start by saying, they get one star from me just because Dr. Bell is the best human and vet we have had.If I'm just giving stars based off of customer service, and buisness practices, I wish I could give zero stars....or even negative stars. Now bare with me because this is a doozy and its going to be long.We have been with the vet for over 6 years. The only complaint we ever had was that the front staff was often rude, and the process of getting medication filled was almost impossible. We would wait 30-45 minutes for one prescription, sometimes over an hour, even after calling it in the night before. And if your specific vet wasn't working the day you needed the medication, your S.O.L and have to wait. Not to mention the ridiculous prices for the medication. My dog has severe epilepsy and is on two different medications. We finally moved him over to Walmart. Clearly they didn't like that because now there are "issues" with patients filling their meds there and had we just stayed with them we wouldn't have this issues. Except we would because apparently our doctor isn't there until Monday. They also said that we couldn't have another doctor refill it because he hasn't been seen for a year and a half....HE WAS THERE IN NOVEMBER!! Here's the kicker....that doctor that saw him in November doesn't work there anymore and was not authorized to give him the all clear. Excuse me?? You hired a doctor with no authorization?? Someone make it make sense! Please?After explaining numerous times that our baby will in fact have a seizure and possibly die at 6 YEARS OLD, we were told Sorry our hands are tied until Monday at the earliest. So if your made it this far...please pray for our baby. We will be seeing a new vet in a new office Monday and will NEVER return to this company.
June 2023 by J Clark
I have had good experiences over the 4 years I have taken my dog to the Banfield on Mae Anne. Today though the trust was eroded when I was lied too. I had an appointment scheduled and showed at the the time scheduled to drop off my dog. I was told by the desk attendant that I was two days early. Mistakes can be made mine or theirs it happens. However, I have my appointment card that stated that I was to come in today. Curious, I asked if it had changed or maybe the wrong date given when scheduled. First attendant was polite but, couldn't find notes and needed help. Second attendant came out and stated that a call was made and a message left and when challenged the story changed. Next it was she talked to a female and rescheduled with her. Fail; The number on file is mine and mine alone and it is not possible anyone answered my phone. This includes my dog since she is the only female in my house and we don't have the same fingerprint. Little side note my full name is a bit of a "Boy named Sue" as it has become a nickname for women of a similar name. I assume she saw the name and thought she had an easy out for the communication failure. Sadly, the other day would have been fine and better actually as I was off from work. Honesty with a mistake I could respect and work with. A lie(s) I cannot, if I cannot get honesty on a simple scheduling mistake can I trust them with my pup? Nope.