Banfield Pet Hospital — Attraction in Mountain View

This used to be my favorite Banfield location, and as someone who’s lived in several parts of the country and used Banfield in each, that says a lot. However, I’ve noticed some changes at this location over the past 6–8 months, particularly at the front desk.

Most notably, my dog was over five months past due on a vaccine, and I didn’t receive any notifications through email, phone, or the app. In the past, I’d always get reminders—often multiple—for upcoming or overdue vaccines. I had even visited shortly before the vaccine was due and asked if we needed to schedule anything, but nothing was flagged at the time. I only realized she was overdue after a cross-country trip where that vaccine was technically required by the airline. Luckily, it wasn’t checked, but if it had been then it would’ve been a real nightmare.

When I called to schedule the vaccine, the receptionist mentioned the reminder system is automated and said she didn’t think reminder calls were part of the process. In the past, I’ve always received reminder calls from all three locations that I’ve previously been to including this one. She suggested combining the vaccine with my dog’s upcoming dental appointment a month and a half out (which would be nearly 7 months after it was due). When I asked if the delay was a concern, she said, “It’s probably fine.” That is the last thing I ever want to hear when it comes to my dog’s health, and especially when I’m calling in for the purpose of scheduling an appointment. Just make the appointment.

Once I was more clear and assertive that I’d prefer to do it as soon as possible, I made sure to specifically scheduled that vaccine appointment to be a quick in-and-out visit, not a drop-off. I specifically requested that she notate that so that they can plan around us because I don’t want her to be there for hours for something that takes minutes. The day before, when they called to confirm the appointment, I spoke with a very helpful rep and just in case, I double checked with them to make sure that it was marked as a quick in and out appointment, seeing as I had made a real point about that but based on my experience with the front desk recently, I worried that they didn’t mark that. They let me know my suspicion was correct and that the appointment had been marked as a drop-off with no note about a quick visit, so we had to reschedule.

During that visit, I noticed some front desk staff openly discussing calls from other clients in a way that felt a really unprofessional. One receptionist was answering phones with a noticeably frustrated tone combined with the “fake customer service voice,” then immediately commenting to a coworker about each call trash talking the customers. One client had apparently mentioned they’d been on hold for an hour, and rather than taking that at face value, it was dismissed as an exaggeration. While it’s possible they exaggerated, it’s also possible the caller had been waiting on another line or had been routed from a corporate line or the wrong number entirely. I’ve worked in customer service for years, so I know it can be frustrating especially working in phone support, but you need to treat each customer individually, and treat people with empathy, and not let your personal frustrations affect their experience. If that’s not possible, then it’s probably not a good fit professionally.

I’ve been coming to this Banfield for a long time and usually recognize the staff, but not lately. Not even a year ago, this Benfield felt super friendly, personal, and extremely caring towards myself and my pet. Recently, it feels like the complete opposite.

That said, Dr. Levy continues to provide excellent care, especially for dental needs, and that’s the main reason I continue to bring my dog here. But I’ve now begun exploring alternative providers and canceling my wellness plan...

The ENTIRE staff from the front desk to the techs/vet assistants to management and of course the vets are priceless! They treat my sweet boy Jax as if he is their own; its not about customer service it about familial care and that's what we get every single time we call with questions/concerns, come in for care or simply drop in to check on them and tell them how much we love and appreciate them.

They keep a busy patient panel but this is why, you will be hard pressed to find a care team that goes above and beyond the way they do! I believe they've been our vet care team for about 10yrs now and we've been thru A LOT - emergency surgery to remove an abscess detected during a routine teeth cleaning, intricate removal of a sneaky little foxtail traveling quickly up his front left paw, a scare with pancreatitis and QUICK treatment response to a cancerous mass on his front right leg that started out the size of a marble but seemed like it grew 10x the size overnight. And this is all in addition to the regular in and outs - ear infections, persistent bouts of diarrhea/nausea/vomiting and all the other random things that come with caring for our fur babies.

My sweet boy is a Rhoxer (Rhodesian Ridgeback/Boxer mix) who will be 12yo in December and right now he's the healthiest he's ever been. Although I go above and beyond at home, I'm certain his longevity is also attributed to the loving-kindness, compassion, high-tough and excellence that this team gives every single time we interact with them. We could never thank them enough. 💕👸🏾🙏🏾🐶🐾

Ps. I think it's very important that people make a clear distinction between the quality of care that is provided vs the cost of services. The kind folks at Banfield do not have jurisdiction over the cost of insurance plans (or what they do or do not cover), tests, procedures, prescription food, vaccinations, etc. Their job is to explain, treat and care for our babies. Just as we do not get to determine the cost of the products and/or services provided by the organizations we work for, but have complete control over how we handle and respond to the customers that consume said products and/or services. Two things can exits at once. Nevertheless, the quality of care, attention to detail and treatment planning that Dr. Levy and her team provides is...

I wanted to review after waiting for a week. I have been with Banfield for 8 years now . This is the worse experience so far .

I got my dog an appointment because he had bloody diarrhea after 5 hours off dropping him ofat the hospital someone called me saying he has abnormal range of pancreatis and they mentioned he has to be on IV fluids and long list of medications and asked if I’m okay with bill which costed up to more than what was initially discussed I told them I would speak to the doctor in person , when we came to the hospital the doctor said the machine which was supposed to test was not working right and the test was inconclusive so they asked to us pay more to get additional testing and just concluded he has pancreatitis .

We were shocked on the absurdity of what was being said . How can anyone conclude without a working machine . Being polite we asked them to repeat or send to a different hospital since it was the end of the day they are like everything will be closed we can’t this that and were upselling tests and IV Fluids for the next few days .

Imagine my frustration . When we insisted on repeating the test they went back and said he doesn’t have pancreatitis and prescribed antibiotics. He was okay in a week. On top of it he got injured in the hospital. So much trauma for leaving him there . He had blood from his leg which was new I asked them about it the nurse argued it’s not but if you leave your dog for 5 hours wouldn’t an old wound dry up. He was bleeding all the way home . Attaching pictures . Also because he had diarrhea most of his legs had poop all overs the worst clinic. I’m never...