Dr. Portillo is truly one of the best veterinarians we’ve ever had. He is compassionate, knowledgeable, and takes the time to thoroughly explain everything without making us feel rushed. He treated my dog with such kindness and genuine care, and it was clear that my pet’s well-being was his top priority. His professionalism and dedication gave me complete confidence throughout the visit. Thank you, Dr. Portillo, for your exceptional care and for treating our furry family member as if they were your own. I highly recommend him to anyone looking for an outstanding veterinarian.
Dropped my pet off at 8am. It is 3 and no update. It is hard to get through. I was on hold for 25 minutes until I kept calling back. Customer service is bad. When I did get through, I was asked if I had a cone. A cone for what? How about starting with the findings. Their response: Your dog is all good. What does that mean? I wouldn't be there if my dog is good. If you love your pet, go somewhere else.
This Banfield gets two stars because I feel like they didn’t do anything but charged $200. Made a vet appointment (vet, in-office, not drop off…an actual visit with a vet). The vet tech told me my dog wasn’t supposed to be on heartguard, told me ahe needed a test, and took my dog out of the room. When she came back, I was told she was given a blood test and a vaccine. I didn’t see those procedures performed. I made a vet appointment and got a vet tech with procedures supposedly happening behind closed doors. A “vet” did come in eventually and stated she did the exam, test, and vaccine. I hope so, just gotta trust and pay. Then, when I went to pay, they overcharged me. That was refunded after I disputed. Ugh and jeez. I thought one Banfield might be better than the other one. NOPE
Update: I checked the refund receipt and they snuck in a second $7.48 Medical Waste Disposal Fee to the refund. Looks like their system overcharges automatically, even on a refund.
Further update: NONE of the refunds were processed. The full bill was charged to my card. WOW!
Drama continues. Not only did the charge for the heart worm test not get refunded, the prescription for the heart worm medication remains unfulfilled at the pharmacy is being cancelled. So I pay and I get no medicine for my dog.
Also, no response to these reviews. None.
I’m not usually the type of person to leave negative reviews, but as someone who works in a fast-paced customer service environment, I have to say I’m genuinely disappointed with my experiences here.
I’ve brought my dog to this clinic several times, and every time I try to make an appointment, I end up being placed on hold for long periods with no callback. Communication has consistently been difficult.
I want to be clear that I have never complained about the prices. Veterinary care is expensive, and companies are going to charge what they charge. I have been a consistent customer and have always paid what was necessary for my dog’s care without issue. I completely understand the costs associated with providing quality veterinary services.
During my last visit, I brought my dog in for a skin allergy. I was charged approximately $100 for the exam and another $200 for a skin test. I left paying around $300 total for the visit and medication. What frustrated me was that when I specifically asked whether my dog’s vitals and physical condition had been thoroughly checked during the exam, I couldn’t get a clear answer. The only reason I asked was because I noticed my dog pacing rapidly.
Additionally, the customer service at the front desk has been disappointing. The woman at the front often comes across as unfriendly and does not provide a welcoming experience. I chose not to make an issue of it at the time because my main concern was getting treatment for my dog’s condition.
On June 13th, I called because my dog was limping, which felt like an urgent situation. As usual, it was difficult to get someone on the phone. After multiple calls and being placed on hold for about 20 minutes, someone finally answered. She then placed me on hold again, and when she returned to the call, I asked to schedule an appointment. I was told the first available opening was Tuesday. I asked if there was any possibility of being fit in on Monday, and the employee replied, “Let me check,” but then the call was disconnected.
At that point, I assumed we may have gotten disconnected accidentally, so I immediately called back twice. No one answered and I did not receive a return call.
I completely understand that veterinary offices can be busy and that working in a fast-paced environment can be stressful. However, being busy is not an excuse for poor communication or dismissive customer service. When pet owners are worried about their animals and paying significant amounts for care, they deserve to feel heard, respected, and supported.
just wanted to express myself, my experiences here have left me feeling frustrated and disappointed. I am not looking for a response to this review. I have decided that I will be taking my dog elsewhere for future care.
