The level of service at the Ponce Banfield is honestly embarrassing. They consistently do not answer the phone, even during their posted business hours. Just this past Friday, I called at 9:00 AM to make an appointment—they open at 8:00 AM—and they STILL had not even turned their phone system on. The recording said they weren’t open yet and then proceeded to give business hours showing that they had already been open for an hour. Embarrassing.
And this isn’t a one-time occurrence. Getting anyone to answer the phone here is nearly impossible. On the rare occasion you actually get through, you can expect to sit and wait forever once you arrive, even with a scheduled appointment.
I will say that the staff members I’ve interacted with in person have always been nice, which makes this even more frustrating. This clearly seems to be a management, structure, and accountability problem rather than an issue with individual employees. I’ve even spoken directly with the store manager about these problems, and clearly nothing has changed or been enforced.
When you’re dealing with someone’s pet, being able to simply reach the veterinary office during its advertised business hours is the absolute bare minimum. There appears to be no reliable structure or accountability here, and trying to get an answer is beyond frustrating.
1/10. Completely unacceptable and embarrassing service. I would NEVER bring my pet here again.
They’re great at what they do, but the resident doctor here could have better bedside manner.
Today's visit wasn't the first time I've had a negative experience with Banfield, but it will be the last. I took my dog in after a few days of him acting like he was in pain. After checking him out myself, I noticed a tooth that seemed rotten and needed to be extracted. I received a call a few hours later from a technician telling me he has DEMENTIA.
The technician could not answer any of my questions. Just told me I could pick him up shortly. Receiving that information in that manner was extremely upsetting. When I got to Banfield and spoke to the vet, he didn't know my dog's history whatsoever. He didn't even seem to know what I had told the tech when I brought him in. He kept pushing dementia, even though I continued to tell him that I could tell my dog is in PAIN. The entire situation was very unprofessional and completely lacked empathy. We will not be returning.
This clinic is a complete joke and their customer service is absolutely atrocious. I explicitly booked two in-room appointments for my dog, and my cat. Instead of honoring what I scheduled, they suddenly demanded I drop them off and leave them to wait for three to four hours.
When I called them out on this bait and switch, the staff had the audacity to lie straight to my face. They claimed they tried to call me beforehand to let me know about the change. The receptionist even doubled down and insisted she left a voicemail. I checked my phone right there. Zero missed calls. Zero voicemails. It was pure fiction to cover up their own glaring incompetence.
Instead of apologizing, their ultimate solution was dismissively telling me to take my pets elsewhere. I absolutely should have done that in the first place, but I have certainly learned my lesson now. I will never set foot in this establishment again.
If you enjoy having your time entirely wasted, receiving zero actual care, and being gaslit by staff who blame you for not listening to non-existent voicemails, this is the perfect place for you. Everyone else should stay far away.
I do not recommend this Banfield location.
I brought my newly adopted dog, here because they had part of her medical records. Since the previous owner didn’t give me her full vaccination history, I trusted Banfield to review her file before giving any vaccines.
After the appointment, I received her records and realized they gave her another rabies vaccine even though she had already received one in April 2026. They also didn’t start her initial Leptospirosis vaccine as needed.
I booked an “In Room” appointment online, but when I arrived they said it wasn’t available. My dog wasn’t seen for over 3 hours. The veterinarian and the veterinary assistant were both kind, efficient, and took good care of my dog once they finally saw her. My issue is with the long wait, poor communication, and mistakes with her vaccination records.
Because of these mistakes, I had to go to another vet, pay for another exam, and spend more money. There are other clinics with similar prices, much faster service, and better overall experience. I wouldn’t come back.
