Banfield Pet Hospital

The staff was courteous & attentive. We did have to wait about 20 minutes past our appt. This is always frustrating as we have to take time out of the day for the visit, which is why we make an appt. But they were very good with our dog; she thought she was just getting special attention. Would recommend, but take your patience with you.

I have gone there 3 times,( 2x for a dog & once for a cat), excellent service, very nice, caring people. The office visit is half of the cost of a regular vet. Maybe the person who wrote the bad review did not want to wait his turn, because even though an hour is a wait, perhaps there was a full schedule. I have waited much longer than that are a medical doctor's office before. This location has a wonderful staff & my first visit was with a free consultation coupon, which is available from the Banfield website.

I have gone to this location since 2004 and have slowly seen the customer service decline since Glee, the previous office manager left. Today I dropped my two dogs off at 8:45 AM for their annual check up and requested they be ready on or around 1:00 PM. I was told it would not be a problem, since the Dr. that would be checking them was not doing surgery. I called at 12:15 PM to see if they were close to being ready and was told they had not been checked and it would be after 4 PM before ready. I said I am not leaving my dogs caged up for 8 hours and would be over to pick them up. When I got there the office manager said one of my dogs had been checked and the other needed to be seen by the vet but the vet was in surgery and would have to wait. Needless to say I was upset and plan to take my business to the other Banfield in McAllen. I drive 30 miles one way and have been since 2004. The other Banfield is the same distance. I did not get any real apologies until I asked to speak with someone in charge and the office manager (can't remember her name)said she was the one in charge. I told her she was not very good with customer service. While I was waiting for my dogs the two vets left for lunch, but prior were so busy could not see my dog. Sorry, I normally do not post reviews about businesses, but in this case feel a need to express my opinion.

My 12 year old husky mix has her regular follow up coming up. Got a call about her being put under anesthesia, mom had questions so I call to ask and right away the receptionist gave total attitude as if I don’t care for my baby girl. Very unappreciative on her part! I suggest you retrain your employees for politeness. Best believe after all these years of taking Bella to that place I will be looking elsewhere.

Good vets and assistants. The office staff could be more helpful and friendly. The daily schedule is generally pretty full bit in an emergency the always fit you in. The clinic does have a strong emphasis on selling products and services so ask questions.

I have been paying the wellness plan for over 10 years and when my dog gets really sick and I really need it, there is no way they will see my dog without an appointment. The soonest they have is in 3 weeks, by that time I am not sure if my dog will still be alive. It is like I would know when my dog will get sick. Their best response they could give me was "take it to the 911 pet hospital" is that included in the plan? I don’t think so right? So frustrating!

Dr Betancourt is wonderful. She listened, took her time and was knowledgeable. The front desk staff and techs are the opposite: short attention span, short tempered, unprofessional and don't plan on getting out a full sentence before they interrupt (with an answer that makes no sense as they didn't listen to you). In person, they look annoyed when they are helping you. In person, they will tell you to hold on, they will check and get an answer for you and then immediately go to the back, grab their stuff and leave because their shift is over (without passing anything on to staff who will be there longer). On the phone, they put you on hold to get an answer to your question and then hang upon you because it's time for their lunch..I know this as I called back immediately thinking accidents happen but no, I was advised the staffer went to lunch. Dr Betancourt is good but it's not enough to have to deal with the other staff; will not return. *****Update. Corporate Customer Service asked me to call so they could see what the problem(s) are and have me speak with someone at the facility to get my concerns resolved. The girl they directed me to was one of the ones who did not bother to get answers to my questions; she would just go get her stuff and leave. She would hang up on me so she could go to lunch, etc. This facility and the customer service is a joke.