I've been coming here for 14 years. Recently we had to put our 18yr old dog down. We made an appt for a final evaluation which went great. The Dr was great. They gave us a quote for the final step. We made an appt and when we got there it was the worse! They upgraded the charge to almost double, The Dr who was there was great. After all was complete we left! Today they call and we can pick up the remains. My husband goes to pick her up and they won't release because he's not on the list! This is HORRIBLE ... he was the one who took her to all her appts they know him but yet wouldn't release her. I had to make a call to get her released. I'm DISGUSTED WITH HOW THIS HOSPITAL HAS GONE DOWN HILL WITH COMPASSION. They would always release her to my husband when she was alive and he "wasn't on the list"!!! JUST DISGUSTING!!!!! read more

I just want to start by saying this place claims to love our pets but my experience with them says something entirely different. My 11 year old dog is very sickly. We are just trying to make her as comfortable as possible for now with medication. Every time I call to refill a script it's a problem. I have to give them at least 2 weeks to fill in, an already existing script and when that is done is oh, you have to speak to her vet (Dr. Valentine) which is always there apparently only on Tuesday and NEVER returns your calls. This has happen about 4 times in the last 3 months. I call once again to complain and ask why I have not gotten a call, oh, we will have the manager get back to you. I have been waiting for the vet or the manager to call me for the past 3 months. All this time my poor pup is in pain. How much do you really care about our pets!!!!!!!!!!!!! read more

I had a 10:15am appointment today at your office.  I approached your receptionist to advise her that I was checking in that my puppy had arrive on time.  She yelled at me, told me that she was on the phone and to stand behind the customers with whom the doctor was speaking.   Later, another young lady came out and took my information about my puppy.  The receptionist went in the back and returned once again speaking loudly, 'and they stink.'  Whether she was talking about me and my puppy or anyone else, that was the height of unprofessionalism.   As the young lady took my puppy's information,  it was gnawing at me that your receptionist is quite rude.  I wondered if I signed up for I free service or was I a paying customer who would have spent well over $1000.00 for the year for services.  I needed to find out if this was going to be my reality.  I asked, for assurance if I had an appointment,  I was told certainly.   Then I asked, then why was I treated in such manner from the receptionist.   The receptionist exploded, screaming that she was on the phone and I should not have spoken to her while she was on the phone.  I asked her to lower her voice, she in fact raised her voice and told me she can't because that's her tone.  I told her I do not  appreciate being spoken 'at' and banished when I was on time to check in.   My years of working as an individual that interfaced with the public,  it is a known fact that you make eye contact with the customer in front of you if you are on the phone and  make a gesture that you will be with them momentarily.  I told the young lady who helped me that I don't trust leaving my puppy with your establishment because of the receptionist's poor customer service and thanked her for her time. That was not my first impression your receptionist. The first time I spoke with her to make an appointment, I was leaving the grooming parlor, when I exited I asked if I can make an appointment for insurance.  She was curt and snippy.  I literally felt like I was begging for a date that was convenient for me out of her.  I do not know your receptionist, she is the face of your company, she is difficult and seemingly unhappy.  It is imperative for business that she does better.   Thank you for your time. My only regret us that I didn't get her name, she's the blonde that sits in the front. read more

My pet just had to get shots and I was told it would take hours to complete because the doctor was busy. 4 hours passed so of course I'm wondering what is going on I called and was told she was done but couldn't be released because the doctor was on lunch. Makes me wonder how long my pet has been in a cage done with everything, and wasn't called right after it was done. GO SOMEWHERE ELSE IF YOU LOVE YOUR PET. read more

For a pet hospital, their practice of turning people away for running 5-10 mins of running behind schedule is unacceptable. They treat the animals they claim they care for as numbers. Took my business for my multiple pets elsewhere. It took us a month to schedule a weekend appointment which we needed, as we don't work or live near by. We left for the appointment early but traffic kept us running a little behind. I call as a curtesy to let them know, and they turned us away, trying to give me a weekday appointment instead. Its a shame, I been to other Banfield Pet Hospitals, and they were 50 times better than here. This place wont see ant of my pets anymore! read more

This is a nice enough Petsmart. I went here to visit the Banfield vet which I found to have a wonderful staff and doctors. They spent quality time with my two dogs and seemed to truly care for their well being. This was my first experience at a Banfield and hope the rest are as nice. read more

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I set up an appointment for my cat at 3:45 pm. They told me I had the last appointment of the day. I waited over 45 minutes before asking when I'll be seen. They receptionist told me I had to wait behind the others who came after me with a nasty attitude. So I waited another 30 minutes before leaving. I left after 1hr and 15 minutes and there wasn't anyone being seen. This was the worst service/ scheduling I've experienced this is unacceptable. read more

My cat has been see by both Dr. Jamarillo and Dr. Sturzione and they were wonderful. It's tough dealing with a senior cat on renal failure but when you have doctors and nurses that are literally doing their best to ensure your cat's health is stable it makes a world of difference. Thank you for making my cat feel so loved at your location! read more

the front desk staff were very unprofessional. people coming to a vet hospital are already nervous and stressed and the staff there on 4/28/22 were less than helpful. gave the desk clerk the prescription, she asked pet's name, owner name entered in her system and handed over a card which allowed us to purchase the food. none of the info (customer name, pet name, etc was spelled correctly so great attention to detail) we asked if the food was on the shelf she replied that she didn't know and that we would have to check the shelves. after checking the shelf and asking a store staff person we were told it would not be in stock until next week. went to retrieve the rx to go to petco and was told the prescription had been shredded!?! we were never told that the rx would be shredded within moments of giving it in and were very confused. thinking there was an error we asked to speak with a supervisor and the woman who came from the back (wendy) was very obnoxious. she cut us off multiple times, was clicking her nails, and waving her hand very dismissively. Wendy also intimated that we were in the wrong for not knowing the prescription would be destroyed. how could we have known that? she also stated that the vet should have told us, so basically anyone but her or her staff. it's a baffling procedure that forces the client to go back to the vet for a new prescription and needlessly and cruelly delays the pet's treatment. I'm really disappointed that they behaved in this way and would not patronize the hospital or petsmart in the future. Wendy and the rest of the staff should have a little empathy for their clients. read more

Today we had to put our dog Carter to rest. It was an incredibly hard thing to do. We were impressed with the love, compassion, care, and understanding we received from every single person at Banfield Middletown. Starting from the incredible effort to get us seen to the quality care he received until the very end. Thank you Mary-Beth, Janina, Dr. Masacci, and Wendy. We felt very taken care of during this process. Thanks for being so gentle with Carter, so patient with us, and for offering the absolute best care we could have asked for during a most difficult time. Many thanks. read more

This place is terrible. The front staff are rude. They throw a whole bunch of stuff at you to do if your dog is super ill with no extra instruction and there are no after hours to contact with anyone!! I should not have to rush my dog to Flannery if i have a question about her meds. Just like any other drs office you should have a vet on call at all times. I cannot wait until my dogs last treatment is done this week coming and i will never ever bring her back here again! You advertise AskVet but they have no access to our pets records, what's the point?? i wish giving no stars was an option. read more

Needs more staff, extremely slow service even when you have an appointment. Only 1 receptionist, so people have to stand around each other and wait to be checked in with their pets... Which causes madness. Very disorganized, will not be back. read more

I wish I could leave a zero star review. 6 years ago my cat was in definite distress. I had a dog plan, so had been here for well checks and needed an appointment ASAP, so I called for an appointment. They said to bring him in and the vet would check him and if it was not an "emergency" they would have us sit in the waiting room until the vet had an opening. A VERY quick check and we were told to go back to the waiting room. When an opening came, the vet looked at him and said, "you have a very sick cat. We're closing, we suggest you go to another vet." I had waited hours in the waiting room by this time. Before midnight the cat was dead. The next day I get a call from Banfield "How is Merlin doing?" I told them he died the night before and got "Ok, goodbye." 5 days ago I brought my dog into Banfield (she had a Banfield plan before I got her, so kept her with the same vet, against my better judgement.) We were told she was healthy, even though we knew she wasn't. I called and made an appointment with a "real vet" for Monday, when she hadn't eaten in days and was lethargic. Last night I got home and was told the dog had some sort of seizure. I immediately picked up the phone to get her into our local Emergency Vet Hospital. I had my son come and help, since my 50 lb. pit bull could not walk. Or, shall I say 50 lbs. at her appointment 5 days previously, we found out she had lost 6 lbs. The vet touched her stomach and said "She's in pain and has a large mass." The diagnosis was surgery was risky and not guaranteed. What pretty much was guaranteed was my baby was dying and in pain, and the humane thing to do was send her over the rainbow bridge. So I held her head, and told her how much she was loved as she was put out of her pain, and my family was immersed into ours. Twice I brought loved pets into Banfield, twice the original "diagnosis" was a healthy pet. Twice they were dead within 5 days. IF you have a healthy pet who needs a weight check and immunization, perhaps this is a good vet. If you have a pet you love who seems ill, find someplace else......PLEASE. I have shed enough tears for both of us, keep your beloved pet safe!!! read more

These people are the typical veterinarians. More interested in the payment than the pet, expect to be reaching into your pocket. This is the standard, "It will cost you 55 dollars to determine if you want to use our services" nonsense. It sure is hard to find a decent vet more worried about the animal than the money. This is not that. That was clear on the first phone call! BTW, I didn't call and say my pet is sick, I called and explained the kitten has an upper respiratory infection and a case of worms. Still there was no clear cut quote, and instead they try to get you in the office and paying before you even know if you want to continue. Well I sure do not!!! read more

Initially when I was researching Banfield/wellness plan for my dog of 8 years, the reviews were mixed, but I thought I would give it a try for the vaccines and regular check-ups. He has been on the plan for about 4/5 months now and I have to say that the vets and staff at Banfield are wonderful. They are gentle with him, patient and thus far have not tried to charge me for any additional care that was not totally obviously required. I recently had an emergency issue and left a message for Banfield to try and squeeze us in for an appt next day, but I was able to take him to a vet close by very early the following morning and obtain care. However, Banfield called me right away in the morning and were willing to set up a time for us to come in for the emergency. I did explain to them that I had taken Albee to another Vet - due to the timing and they totally understood. They asked me how he was doing, and was I comfortable with treatment plan and they called the next day just to see how he was doing - even though they had not administrated the treatment! I appreciated that and I am very happy with their services. I highly recommend their Wellness Plan - and again, the staff there are great. read more