Banfield Pet Hospital

Reviews 3

AL

Alex Collins

BEWARE - PREDATORY BUSINESS PRACTICES! This review is not a review of Banfield as a whole, but rather of this specific location. I have been a Banfield customer for years, I have a pet plan from them, and they have taken care of my dog since she was a puppy. Though we live in Brooklyn, our primary Banfield is the one in Manhattan. This is due to poor experiences in the past at this location, from bad customer service to having to schedule appointments 3+ months out. However, this review is solely about how they handled our most recent visit. When my dog went out first thing in the morning she was urinating blood. Worried we called our usual Banfield (Manhattan) and they were booked solid, no way to fit us in today but recommended we contact their other locations. When calling the Brooklyn location they said this was a medical emergency and could squeeze us in for a drop off. I dropped her off and within an hour received a call from the doctor to go over her treatment. She recommended 1) a urinalysis 2) A full blood panel and 3) a radiograph. I asked first if a blood panel or urinalysis was on my pet plan and was told that I am out of blood panels but that the urinalysis would be free. Next I asked if the radiograph could wait until the results from the urine and blood samples. The doctor recommended against this, making me feel that this is a vital procedure that could rule out a serious condition including bladder stones. I asked how much this would be and was told with the free urinalysis, $250 and if she prescribes medication (which she likely will) it would "be about another $30". At that price, I agreed to the procedures. When I arrived to pick up my pet, after waiting an hour to get her, I was informed my bill was $724! I would have never agreed to these procedures had I been told at any point that they cost that much. I dont have that kind of money. When i raised my concern I was asked to wait to talk to the doctor. I waited another 30 minutes to see the doctor who put me in a room and basically said, this is what we did, you agreed to it over the phone. I asked if we could not send the blood and urine samples to the lab to which the doctor said they are packaged up, and its done. But she could get the branch manager to sign me up for a credit card to pay for it. I asked why I was told on the phone that the urinalysis would be free, to which she responded "I never said that". As she was just the DR. and doesnt set the prices I didnt see the point in further argument. So I was then strong armed into signing up for a credit card as the only way to pay for a bill that was more than 3x what I was initially told it would be. Following the appointment, I called another Banfield and I did in fact have a free urinalysis which would have saved me $191.56. the medicine I was prescribed was $64.08, more than twice the price I was told on the phone. Additionally, I called severally other vets following the appointment and not a single one of them understood why a radiograph was done before a urinalysis. The most likely cause of blood in your pets urine is apparently a UTI and that should have been ruled out first especially since it should have been free. Additionally these vets said they would have recommended that I wait for the results of a free in house urine culture before asking to run a $200 blood test. In the end I was urged to complete over $700 worth of procedures (without ever clearly having the price disclosed) for what is most likely a UTI that should have been a free visit to the vet plus the costs of medication. Additionally, their predatory business practices increased my debt to income ratio affecting my credit score and therefore all aspects of my life as a consumer. I have reached out to Banfields Client Advocate Team to reconcile the situation. It is my hope that Banfield as a company, values their customers and will make every effort to fix this situation that should have never happened.

AM

Ami Satoo

I loved this place for my pet never ever did I have an issue up until now. So my pet was scheduled for a dental cleaning a few months prior to the actual appointment I met with the veterinarian and had the consultation. The day before my dogs appointment I called and asked the typical questions about when my dog should not eat and drink since I know shell be under anesthesia, which I found unprofessional because what if I didnt know this information I would of fed her came to the appointment and wasted my time which however is exactly what ended up happening due to the fact that the vet I had the consult with was no longer working there so I get home after dropping my dog off at 7:45am and I receive a voicemail from the staff so I call back and they tell me that I have to come back to have a consultation because I never had one with the doctor thats there I told them i cant come back I have to work I already had one in June when I made this appointment since you guys made an error and didnt reach out to me to tell me this prior to my appointment or even telling me this while I was there that morning can you accommodate me by having it on the phone because the same way you speak to me in person you can speak on the phone I understand the policy but this was a mistake on your end not mine. She told me it is out of her hands to call back at 10am to speak to the manager I called and the manager told me we would have to completely reschedule the appointment for another day! So after coming into work late I then had to leave early to get my dog who hasnt eaten since the night before and has not used the bathroom since 6:30am. So I had the consult when I went to get my dog and rescheduled the appointment for the next day I told the vet that I have to be at work for 5:30pm and I need to know that you will be done by at least 4 she wouldnt guarantee me a time which is ridiculous because Im dropping her off at 7:45am why cant you accommodate me by having her appointment 1st since you guys messed up? But she was giving me a hard time about it! Worst experience ever I spend so much money in cabs that day it wasnt even funny Im never going back here! if they cant be diligent enough to do their job the right way it makes me feel uneasy to have my dog under anesthesia there. I understand things happen and all that but if it was handled right then I wouldnt be this upset! Customer service matters!

SH

Shantel Watters-Rogers

I have been taking my puppy here since she was 9 week old. The vet is always gentle with her and they always inquire about any concerns that I may have. She is now 5 months old and has received all of her vaccinations here. The staff always schedules our appointment 3 weeks in advance, they call to confirm the appointment the day before and they call the day after the appointment to check on my puppy to see how she is reacting (if at all) tothe vaccines she received. I should note the I chose not to apply their brand of flea and tick medication (Firstshield trio) because I read reviews about small breed dogs having a bad reaction to it. I was also incorrectly told how to apply the medication (they told me to apply it down her back from in between the shoulder blades to the tail but when I read the instructions you are only supposed to apply it in one area in between the shoulder blades for dogs under 20lbs). All in all I am happy with the service they provide.