Complaint / review text:
Our dog has been going to Banfield since she was 8 weeks old. We have purchased the Wellness plan every year. On 5/14/2011, I returned home after being away for the afternoon only to discover that my dog could not get off the bed that she was on. She could barely walk and cried on pain when touched. I went into the Banfield Hospital the next morning when they opened at 10:00 am and was told by the receptionist that they were really busy that day and it would be several hours before my dog would be seen (I guess a possible spinal/neck injury doesn't constitute and emergency). I took my dog home to rest and she continued to decline.
I went to work the next day and called Banfield in the afternoon to see if I could bring her in to be seen. After being put on hold for a while, the receptionist returned to tell me that they were booked that day and I could bring my dog in as a "walk in, " but she could not guarantee how long it would be before she was seen. The receptionist then proceeded to tell me that Banfield doesn't like to see sick pets in the late afternoon or evening because they might need x-rays or further tests. I then asked the receptionist what the point was of paying for this so-called Wellness plan if I couldn't even get my sick dog in to be seen. I told her I wanted to cancel the plan and, without hesitation, she recited the phone number for the corporate office for me to cancel the plan.
I took my dog to the urgent care animal hospital and they diagnosed her with a possible protruding disk in her neck. She was placed on painkillers and muscle relaxants and I was advised to follow-up with my regular vet in 1 week. Needless to say, I have found a new vet for my dog and will never return to Banfield Animal Hospital! I would not recommend Banfield to anyone.