Believe the reviews when they say this place has poor customer service! I work in healthcare and I know first hand that our receptionists are the face of our clinic. Therefore, I would highly recommend additional training to Banfield's receptionist if they want to remain successful in their business. I made an appointment for my pup and showed up to my appointment only to find out that the receptionist I spoke to never scheduled my appointment in their system. Totally fine because I understand scheduling hiccups do occur but what annoyed me is that the receptionist didn't even bother to offer to schedule a new appointment for me once she discovered the scheduling error. See attached of the screenshot of my outgoing phone call I made last week. I spoke to someone and the call lasted for 3 minutes. Perhaps this will help them narrow down who was in charge of phone calls at that time. I was offered a 4:00 appointment today. Yet, they were unable to find me in their system... If they treat their customers poorly, I cannot fathom how they may treat their animal patients. I now have no desire to schedule future appointments with this facility. Thank you for providing ZERO service and allowing me to experience this firsthand prior to me investing any money with your care center. read more

Banfield Pet Hospital - Screenshot of my phone call when I made the appointment. - Veterinarians Near Me - Newcastle, Washington

We like this location, but there is an older woman running check ins and check outs that's really not that friendly. I've seen her on many occasions act like she doesn't want to serve customers, but she has to. It just doesn't feel welcoming. Then today we added a medication to Toby's check out. She didn't tell staff about the trio being added, but just told them my dog was ready for check out. Staff was confused and unprepared because of the lack of communication. I witnessed this lady be rude to staff and brush it off like it was their problem they didn't know a med was added. When in fact it was her fault. She was so grumpy and clearly sucks at communicating with people in the back. I think she's also the same woman who made my appointment the day before and when I arrived I wasn't in the system. I'm thankful they agreed to still take Toby for a drop off appointment as I had respiratory concerns. This woman though, she's dropping the ball on multiple things and quite frankly I don't think she should be in front of house. She is our first and last interaction and I'm not impressed. If it wasn't for all the other friendly and good vibe-d staff I would probably switch locations. For identity purposes, she's older and cranky, but she also had a semi black eye today. She's usually at the far left computer sitting down. I hope that helps you narrow down who she is. I genuinely hope she can be more friendly to customers and your staff. Something has to change. read more

I have had great experiences with this location. My little pup has allergies from the environment here and Dr. Haines has offered less expensive and quality options for keeping my senior Yorkie in good shape. The wellness plan has really saved us & finally she's been able to get her teeth cleaned annually . I've had terrible experiences with over big egos and the last one blew her ear drum. Thankfully we found this banfield and have had great experiences with the front staff . It's important to remember not to stress the little things folks . read more

Seems like there is a systemic issue with reception at this Banfield location! I am appalled by their customer service and have wasted so much time with this place. First visit (Monday 1/17 @10.30am) I arrived 5 min late to my scheduled appointment time, my bad! I called from my phone to check in and was put on hold for 10 min. The receptionist checked me in, but then called back 5 min later saying that they would not be able to see us this time. She offered to reschedule the following Wednesday at 3.30. Real Bummer... but Fine. The 2nd visit (Wednesday 1/19 @3.30pm), I arrived 10 minutes early only to be told that there was NO appointment made, and that we would have to reschedule again!! I will be taking my pet elsewhere to establish care. I also included the exact date and time so that management can address this type of incompetence!! read more

I have a few pets and trusted the clinic for about a year (since I moved) but with every pet I see the same pattern: THEY TRY TO OVERCHARGE YOU, PRESCRIBE UNNECESSARY TESTS AND MEDS AND PUT YOU ON A MONTHLY PLAN - they put one pet on the plan, because he is young and needs fixing and it "makes sense to distribute your expenses" - dr. Bryn shamed me that I didn't want to make additional expensive not necessary tests for my cat. I didn't know that yet, but there was nothing serious and a simple option of "try to change some something" and see would help, but I didn't expect that yet - they put that 2nd pet in the plan because "tests are expensive and who knows what else is needed" - 2 pets that free exam vouchers - the doc clearly missed that both pets are sick, I had to schedule another appointment to get that clear and get meds. They still tried to put them on the plan again - Didn't care how much med cost and that it didn't work before. I was the one asking to switch to smth else and, ut happened it is $50 cheaper btw! - For a regular cold they insisted I do $500 lungs scan, before trying antibiotics and checking whether pet improves. Seriously? Do you pay $500 when u have just a cold? And then another followup. - Customer service is just rude, at least 2 of them, male and female, like they are giving you a favor that they bring you up to the health team. Anyway, I want someone who really can address my pets' issues, which don't seem that serious and offer a right approach and treatment without excessive shaking for money, very unpleasant by the way. I had worked with a few pets before and no-one treated my pets like lab rats and tried that rudely shake some money off the parents. Looking for the new vet! read more

my letter to Sonjas former vet. Who cant be bothered with her in a crisis, but was happy to charge my credit card every single week.. Banfield Coal Creek. We have cancled our membership. We are finding a new vet. But beyond that, I have to tell you how disappointed I am with Sonjas treatment recently. We have been in your facility every week for months and months. She knows every doctor, every tech, every person in that clinic, and every one of you know her. And when she went into a crisis situation,on Sunday the 20th of Feb. She was turned away, because you were "closing soon.. Just call an ER.". So I did. Instead of getting her in the car and to you in 3 minutes, I had to drive her thirty minutes. Thirty more minutes I had to listen to her gasp and struggle to breath in the car. They got her stable enough to come back home. I had all x-rays, paperwork, medication transferred to you. We had a standing weekly appointment that Tuesday the 22nd with you. She was so weak, so dehydrated that the staff used a sling to get her in the back room. No one of you even called to talk to me. I verified her paperwork had been sent to you. No one bothered to even look at it, You gave her her weekly shot and sent her back out. You sent her back out to me, without even a call. And when I asked why no one had bothered to even talk me, I was told, "You had only booked for a shot, not a consultation" I just can't believe how not one person in that whole building was on her side. Not one person saw her struggling and said, this dog needs help. This is a dog you KNOW. You see every week, and you honestly watched her in crisis and just ignored her. I couldnt even get her medication written on a script properly for the compound pharmacy. That took yet another day to get taken care of. I am sorry her illness wasn't convient for you. I am angry and really disappointed. But what is worse, its how you let her down. Sonja is a great dog, and she deserves better from you. Tiffany Briscoe read more

Its a very good practice. Especially Dr. Quan made a great surgery for my dog. Many thanks Maxs mom read more

They have signs up everywhere that say only 2 people but there were 5 inside so I thought I'll go in and get my dog. I was asked to wait outside. Apparently if you're part of the same household numbers don't matter even though there were only two different households inside. If it's 2 people then it should be 2 people. If it's 2 households than say that. read more

The facility is small but very clean and nice. Whoever the lady is that works the front. She needs a review or maybe a customer service course. Super rude and very unhelpful. She's older too. She did as little as possible and told me to wait till 530 to check in. I came in at 523pm. Now I'm sitting g and waiting. Couldn't you have just checked me in and then let me wait? Anyways i guess that is why I go to the one at the landing and not coal creek. read more

I have 2 dogs and I am a Banfield customer. It's pretty hard to book an appointment, they are booked months in advance. If your dog is sick and needs immediate assistance, forget it! This is not the place. read more

Can't speak highly enough of the team at Banfield Newcastle! Edwin and the front desk team are always so helpful and communicative, especially with my dog Cooper who is notoriously difficult at the vet. They work with me to make sure Cooper gets the care that he needs and always offer flexible options for appointments, care, and visits. Thanks team! Appreciate all that you do for my grumpy fur baby read more

After trying to book an appointment as soon as possible for my cat, this location had an availability the next day on a Sunday. I had never been to this location before and was very appreciative of their service, sympathy, and advice they gave me. My cat's nose was bleeding slightly and running for some reason and I was very concerned after our new kitten passed due to a birth defect, per the ER vet. As a concerned Mommy, I urgently wanted to get my cat checked out as soon as possible. The check in was easy and not stressful. The front desk was pleasant and very interactive with my cat. The doctor and rest of the staff was very helpful and provided the care that my cat needed to get better. I've been here twice now, also with a new kitten that I just adopted, and everyone here is just a joy to be around and seems to love what they do here. The facility is very clean, open, and not connected with a Pet Smart like most Banfield hospitals, which is nice. I believe it's more soothing and a more relaxing environment for our pets. This location is where I bring my "kids" now, even though it's a bit further of a drive. I come here for their great faculty members and passion for their work. read more

Tried so hard here ! Live nearby and have 4 pets so this made lots of sense. They did a wonderful job on my youngest dogs spay- but everything else had been inconsistent chaos. I've been super patient with covid and remote vet stuff- but after literally 10 chances it's clear they don't have the commitment to customer service or the desire to TRY to be organized and respect my time . I'd rather drive further and pay more/ it's simply too frustrating to have to go to war for basic appointments and it makes me worry what else they're missing read more

Do not take you fur baby here! I have been taking my dog here since she was a puppy. In that time, I have never actually met her vet. I have never seen them use any of the family check up rooms. Always when I schedule an appointment for her, she is expected to be dropped off and the doctor calls to give you the information about our dogs visit. Today we had a comprehensive check up scheduled. We brought her at her 9am appointment and we asked how long we could expect. It is her birthday and we had plans to take her out to celebrate. The window I was given was 3-5 hours. I asked if we could try to have it closer to the earlier window because of our plans if possible. By the 5 hour window we called to figure out how much longer and was told that our dog had not yet even been seen by her vet yet. I was frustrated and asked how much longer I could expect. The lady I spoke with was pretty short with me and told me she could not provide an additional window and she had no idea when she was going ti be seen. I then asked if things had changed, because my previous dog had been seen at another Banfield location for 12 years prior with wonderful experiences and that we had never had such such long appointments times before. The lady then told me that I was welcome to go somewhere else then. So I did. I picked my girl up, at 2:30 still not having been seen by her vet. It was just a truly horrible experience. The Issaquah Banfield has some wonderful people who actually schedule, you attentively care for and then takes the time to communicate with you in person during your dogs appointment (as opposed to a drop off then phone call). They will be finishing my sweet pups exam there where I know my dog will actually be compassionately cared for. read more

They misdiagnosed my cat with high blood pressure and gave me a whole bunch of meds she didnt need. She ended up having a blocked small intestine that I got taken care of at another vet. I will never go to banfeild again. Dont risk you pets life go to a better vet. read more

I feel obligated to warn people about this place and they're so-called wellness program I was bringing my dog in to get some stuff done and they talked me into doing this wellness program and I thought it sounded wonderful and boy was that a mistake they started adding all these things that dad my dog didn't even need they started adding all you need to deworm her you need to do this for her this and that for her and it's free it's on the Wellness Plan but as soon as I canceled the Wellness Plan after paying for it for several months then all of a sudden everything that they had added that was supposedly free I got charged full price for everything and the one and only time I brought her in there for the initial visit that amount all of a sudden I went up so before I know it I'm paying like over $600 instead of like $300 and as soon as I paid it off which was unfortunate I had to pay all that extra money for something that I didn't even use I close the account and all of a sudden I got a letter in the mail stating that I owe them $173 and I'm like what the heck I never ever went back to them after we supposedly closed it I only went one time all together and then when I called the 1-800 number that number went up to 283 dollars all of a sudden and I'm like what the heck is going on I didn't even go there and when I called they finally took it off and realized that it was their bad but I'm wondering how many people didn't notice and how many times they're upping all these prices and stuff it just seemed like every time I turn around they were upping the amount from what the original stated would be the amount they make it sound so great when he first go to do it but then all the sudden if you don't stick glue to them they charge you a bunch of money just really read the fine print that's all I'm saying I just think that wellness program is a huge scam and that unless you want to pay a bunch of money for a bunch of useless stuff that your dog probably doesn't even need done with it and then if you try to cancel like they say is super easy it turns into a freaking night and you're like this read more

Brandy the receptionist is so friendly and funny, really knows her stuff, great way with her target audience! She is definitely one of my favorite things about Newcastle Banfield, and Dr. Haines is just wonderful as well!! read more

My dog needed to see the vet and was told that was not possible as the Dr at Newcastle had a 20 lb. weight limitation. We have been a customer for years and are on their plan. Told to call around. My dog had seizures and needed to at least be seen they refused at all Banfield locations within 40 miles even their urgent care in Tukwila, Wa on 1/16/2022 read more

I was very excited to have a new Banfield right by my home. My first appointment there I was nicely greeted by the receptionist. I had made a appointment to actually see the doctor with my pet instead of just drop off. The vet tech was surprised when I told her I wanted to meet with the vet. She tried to talk me out of it by telling me its 40min wait and so forth. I did not care, I wanted to see the vet and I made the appointment just so I can. The vet tech was rude and would talk over me and never let me finish my sentence. Very annoying.... When I entered the room the vet barely spoke broken english and again the same vet tech proceeded to take over the whole conversation.She asked me If I had brought my dogs fecal sample? Really?? What a strange question and why would I even know to bring it? I had concern about my dog and his itching. They proceeded to tell me that he has flea by a tiny black dot they found. Um, I just took him for a walk, it probably dirt. He is white and there is no other sign of fleas. I told them I use frontline and they told me that stuff does not work. They proceeded to give me prescription for a monthly $150 flea treatment . WOW! I felt the urge to "flea" out of there but I was polite and waited. I felt like they were trying to upsale the medication and get their commission. I didn't feel like the vet was a actual vet. He seems like someone they grabbed off the street and put a white coat on. It's interesting after our appointment, I usually get a email for a "how did we do" survey and guess what I never got one. I also went home and cancelled the membership! WHat a rip off! The appointment itself took 10min and tried to prescribe my dog a $150 monthly flea treatment he would have to take the rest of his like?? What a joke. read more

Long story short. I've been trying to get my cat a dental. I called to make the appointment for his exam - the receptionist (idk her name) the receptionist seemed extremely annoyed by me. I called her back yesterday - Thursday 4/8 around 3pm , to cancel my dental appointment --- because they quoted me $2,000. I can get that done for that price at the speciality vet practice that I work at :/ I called to double check the price & to ask if they give veterinary MARS employees discounts. Wow! Weee! She yelled at me and was acting like i was asking her for money out of her pocket. Very rude & she sounded very miserable. I 100% understand working in vet med is very overwhelming. But!!! I would NEVER a talk to a client or coworker the way that lady talked to me. I called a vet clinic closer to my house (private practices) the receptionist sound young happy and very Intetested in helping us out. Buggs will be getting his dental done next week for $700 --- thanks for NOTHING MEAN receptionist read more

This is my to go vet now, it's way better than the Newport animal hospital because it's in a way newer and cleaner facility. I dislike the Newport one and used to go all the way to West Seattle to avoid going there even though it was so close to home, but now that Banfield is open, I'm super happy that I don't have to commute every time I need to see a vet. There was a free exam for first time clients, but I went ahead and got shots for my little girl since she was due for it anyways. When I switched groomers and they needed her record, Banfield happily emailed me a copy of her record even though it's been months so I didn't need to stop in since I'm a very busy person and decreasing an extra errand made a whole difference. I forgot my vet's name, but she was super friendly. Actually everybody here has been great, they always seem to have an interest in my dog's well being. You can definitely tell they love animals and are passionate about what they do and provide. Tell me about your experience if you've been here or is going to after reading this review:) read more

The lady at the front desk is rude and not professional at all. As I read the other comments seems like they have had the same issues with the same lady. She is not kind at all or nice I had a problem with my dog and she was not nice about it or willing to help me in any way possible. I had to drive all the way to Monroe to a different vet to get my dog seen and pay extra money to another vet that supposedly I am not supposed to have to pay cause I have the wellness plan. When she could of helped me out. I will be looking for a new vet because of the professionalism at This location. If you get this many reviews about the front desk person why are you not doing something about it seems like you are losing a lot of business because of one employee guess you don't really care about the reviews you get. Also our dog was sick and they could not get us in for days and they were not trying to get in cause of weather when it was clearly better on the roads The next vet we called Aerowood took her immediately or she probably wouldn't of made it. It always takes to long to get appointments at bandfield If you need a good vet go to Aerowood much better than banfield Newcastle. I don't mind driving the extra little ways to get good pet care. I will be canceling my banfield plan. read more

We've been taking our pets here for years and have never had a bad experience until today. Took our new rescue pup in today for a new pet checkup and to have stitches from spay removed and unfortunately forgot the paperwork from the rescue. First they insisted there were no stitches: Hello, pink sutures on a white dog...she was found as a stray in Yakima: She did not have a chip but was at Humane Society, no, I didn't steal her from her family. They asked about a nail trim and I made a joke about how my dog fainted when I cut his nail too short: I could hear her making fun of me in the back over this. And she didn't believe that the Rescue would vaccinate the dog, well it's a great Rescue and they are very thorough. Feeling like I may find another clinic for 2 dogs and cat. read more

DO NOT BRING YOUR PET HERE. The level of care here is really bad. They gave our pup medicine she had a bad reaction too and didn't give any help upon calling in to explain what was happened. Please take your pet to another place, we will never go back to this location. read more

While the staff has always been nice, they are so busy they can't ever see my dog the same day I call. This is frustrating because we signed up for the wellness plan but we end up visiting another vet. One time, I went to another vet for an X-ray and followed up with banfield for a check up / X-ray. Banfield actually ended up charging way more for an X-ray with my "discount" they also have to send off the X-ray because their vets don't read them at the office. The random vet I went to was able to do it. I'm not one to complain about vet costs IF they're exceptional. From them not being able to fit my dogs in (on multiple occasions) to their costs and they can't read a simple X-ray ... (I'm sure they can but probably were told not to for whatever reason) I just can't recommend them. read more

I brought my kitten here for her follow up vaccines. It's her second time here and she freaks out when she saw the vet and the assistant. She was friendly the first time but furious the second time... completely diff vet and assistant both times. They did a "quick" check up and gave her her shots because kitten is mad. The vet comb her lightly and said: no signs of fleas 2 days after we got home, the cat start scratching more and more so I comb her and found fleas. This is an indoor kitten, who stays in my room most of the time and I give her baths once a week. It's either the vet is lacking the ability to find fleas or my kitten got fleas from the clinic cuz she doesn't go anywhere. read more

Very disappointed with the customer service at this location the last couple of times. Used to have a membership with my previous dog and spent thousands of dollars with this company. With my new dog, I bring him in every month for maintenance service (nails, anal glands and if needed ear cleaning). They insisted last time that he needs to be on anti-anxiety meds moving forward from his previous visit due to his anxiety. Okay, done. This visit I asked if they could check to see if his ears were dirty and clean them. She said I would have to make a separate appt as it wasn't on the reservation. I explained that last time they said it wasn't needed each time so I should just have them check and clean if/when needed. After I asked her why they couldn't do this, she said they would look. I didn't want to have to drug my dog again for an ear cleaning that they told me they could check if and when it was needed. In addition, he's been biting on his ankle and asked if they could just look at it to see if they had any concerns. If there was a concern, I would make another appt. She said okay reluctantly and she seemed bothered by my requests. When he was brought out, she said his ears were fine/no cleaning needed but to make an appt for his ankle. I asked if they thought it was a concern when they looked at it and she said they didn't even look at it. I don't understand where their customer service has gone. These simple things make for a lasting (and happy) customer. Frustrated and do not plan to come back. read more

We took our two bulldogs here for an ear infection and overall checkup. Dr. Bennett, Gerard, and their team were beyond awesome. They were knowledgable and very aware for our dogs special needs. Bully's get a bad rep due to their preexisting conditions and we have been 'shamed' at other local vets for even having the breed (even though ones a rescue). Top notch care, affordable prices, and great follow up. Glad we found a reliable vet in our area. read more

This entire team is the best!! Edwin starts it going for you with a very well trained team of professionals that will always go above and beyond. Feeling like family is an understatement. read more

I'm so grateful Banfield opened a location in Coal Creek! The staff is great and the service goes above and beyond. It's easy to get an appointment and I love the followup calls. I get to ask questions or touch on concerns that come up after our appointments. I've had some bad experiences previously but No question is a stupid question here, they are eager to help and they offer great advise. We have two little dogs, one is just over 5.5 lbs and the other is 4.5 lbs and they actually have medication on hand for both of them. We've gone by for nail trims as well to get the dogs more familiar with the staff and the office. Both dogs run inside to say hello now! Previously, one of them would shake with fear every time we went their previous clinic. We are so thankful for this group. read more

This is by far the best pet hospital I've been to! Dr. Park and Edwin are the absolute best!! We recently moved to Tacoma and make the commute to take our fur babies here. It's totally worth the drive!! They treat us and our dogs so great and are so welcoming and helpful! I always know my dogs are in the best hands and they will be taken care of!! I can't say thank you enough!! read more

Called today with instructions from Blue Pearl and our normal landing location to get a four week refill on an antibiotic. Both Blue Pearl and our primary Banfield said it should be easy and a succinct process to get this refill. Call the New Castle Banfield since it is closer to my wife's work and the front desk administrator was EXTREMELY rude and condescendingly said they won't and can't refill this and we need authorization from Blue Pearl - uh, you think?! Explained (for the third time) that we had authorization from both places and can provide and she still was insanely rude and articulated that they still can't do that and that I wasn't hearing what she was saying. So I said I would call the other places to confirm that what she was saying was incorrect - and of course it WAS. The Landing Banfield was so nice and apologized for the way New Castle handled it. It shouldn't be hard to be nice - especially if it is your job to deal with customers on a daily basis. I am beyond pissed and will let everyone know that this location is horrible. Whoever is working the phones should be in a different field of work. read more

Oh my goodness! This clinic is doing a GREAT job during the quarantine. Their practices were safe, friendly and so helpful for our dog when we needed their help. The vet (Dr. Haines) spoke with me over the phone for a long time about my questions and I cannot thank her enough! read more