Banfield Pet Hospital

Think twice about the Optimum Wellness Plans. They’re a HUGELY dishonest product. Just recently had to cancel my plan as my pet had passed away. They continued to charge me and started a new plan for a dead dog. Then to cancel said plan I had to PAY for services not rendered. I understand the plan had just renewed but none of the plan was used. I had to pay out of pocket for my dog to be put down and then had to pay more for services my dog did not receive. I’ve had the plan for a few years. Never once received a discount on medications. I think the only perk was not having to pay a bill to see the vet. Will not be going back to the plan. Major waste of money. Staff on the phone for the wellness plan was horrible to deal with. Think twice before you’re shafted too! I’m not sure what’s wrong with their phones. I should have known this was fake and misleading when I asked about adding flea, tick, and heart worm protection. The desk attendent ran some numbers for me on what would cost more. She kept trying to get me to add the medication to my wellness plan. I asked her what the costs were on the plan and costs off the plan. My jaw about hit the floor when she told me it would cost MORE to add the protection to my plan then to just buy it out right. It was going to be another $100 if I bought it through the plan! I asked the desk attendant if I heard that right. I asked if it would cost more to do it as part of the plan. She said, “yes the plan costs more but we’re not supposed to tell people that.” Should have known then not to trust it! Please save yourself the trouble and don’t get the optimum wellness plan!

I went to the Southtown location as my orignal location is Brentwood but they were surprisingly closed on a Sunday. South town were all absolutely fantastic. Dr wischmann was absolutely fantastic. I had to come in three separate times for my ill cat and I think we have her illness figured out. It’s not a convenient location but the staff there have been phenomenal.

The last two visits, when I went to pick up my cat it took about an hour from actually walking into the building to actually get my cat and leave. The first time was because his vet talked to me about various things she noticed; I appreciate a vet who is hands-on, detail oriented, and communicates clearly with the customer like she does with me. Dr. Wischmann is great and I love that she remembered my cat from her previous owner a couple of years ago. The staff is also lovely but something with how the facility is ran is making things slow, and other things are not communicated as well. Which is not how it was for years when we took our dog there for regular checkups. Yesterday's checkout was a lot of back and forth between the one front staff member and the vet. I was presented with a large bill and trying to figure out what was what. Instead of printing it out, the staff member just let me view it on her computer. I felt rushed because I didn't want to stay behind the desk examining her screen. Then I was given a card for my cat's food; it was rung up on the bill so I assumed it was part of the bill. It turns out it's still a separate purchase. I was supposed get this card the last time and I was not. This time a different staff member said most people just go to the shelf and pick up the one they're getting. I did not know what kind to get, I was waiting for someone to explain what type (what brand, etc) I was supposed to get and I would get it. It's like I was expected to know what to do, without ever being given explicit instructions prior. To add to that confusion, the first staff member kept referring to the "Starter Kit & 30 Refill" as the food and not the plug-in for anxiety. This caused confusion when I went back up the the facility today to get the correct food, and learned I still had to pay for that. I wish the staff had explained that better when handing me the card; that the prescription food was still a separate purchase on top of the vet bill I just paid them. I was also not asked about his next visit; considering we're potentially treating a urinary infection, I assume they want to see him sooner than his next 6-month follow up but I have not been contacted about it.

Everything was great! It was super easy to book an appointment online and there were plenty of convenient options. All of the staff were incredibly friendly and made the check in process simple. My dog immediately warmed up to staff and had a positive experience getting her vaccination. Thank you!