Lacy Leach

I really used to like this vet but it has unfortunately taken a turn. Every time I have to "drop off" my dog I never know when I will be able to pick her up. I understand things have gotten complicated due to COVID-19 but absolutely no excuse for keeping my dog from 8am-5pm for a 15 minute visit. I call many times throughout the day to check in and see if there is an update and more than half the time no one answers the phone until the fifth or sixth time I call and when they do answer there is never an update. The answer is always "Well we aren't sure because (Insert new excuse here)" This did not only happen once! My dog needed to see a surgeon and they said that the surgeon would be in at 12pm and it shouldn't take longer than an hour (which is already way to long considering it is just a consult with no X-Rays or anything), my husband dropped her off at 12pm. When he got there they then told him "The surgeon had an emergency surgery this morning and she is not in yet. It should be an hour or two." Why wouldn't the vet call and let ALL patients that have an appointment with the surgeon know that this has happened and offer to reschedule due to causing a possible inconvenience for their patients? My husband waited for an hour and a half with no update at all. I called and they said the SAME THING TO ME and quoted an hour to two hours from when I called! I was furious!!! This is absolute poor customer service and we will not be back to this Banfield again. I do not like the uncertainty of what my schedule will be if I have a vet visit for my dog, they are completely unreliable with information and scheduling and my dog should not EVER need to stay in a veterinary office for longer than an hour wait for only at most a 15 minute visit. I feel like my dog is just another patient and they do not care about my time or how my dog is cooped up in a cage most likely all day for hours and hours. She needs to get fresh air and be home where she has her toys and is comfortable. I think it is careless, rude and ridiculous. Get a schedule going that you can stick to. Guaranteed you will lose more patients due to this nonsense and carelessness.