Banfield Pet Hospital review: My grievance letter to Banfield pet hospital

To Banfield Corporation, Banfield Advocates, Banfield Hospital, and Banfield Wellness Plan:
I have never been in a situation where I had to write a grievance letter. However, my experience this year with Banfield Pet Hospital at 1520 Pleasant Valley Rd in Manchester, CT has not only been concerning from the start, but turned devastating in the end. Therefore, I’d like to share my experience with you.
My initial concern was how long it would take Banfield Hospital to approve my dog Scooter’s online med request. After days, and often 2+ attempts from the online pharmacy to receive approval, I would then call Banfield. However, they rarely returned calls. Therefore, I’m left worrying if Scooter will receive his medication on time. Shipping could take almost a week, and that’s why I needed Banfield to respond sooner. These no-return calls were also common if I needed to reschedule an appointment that could not be made online. Otherwise, I was often put on hold for 10-20 minutes when they answered.
Not only were there long on-hold calls, but they frequently occurred during check-in. I truly understand being busy, but the wait times could be quite long; one time, for 20 minutes. To me, the problem was the lack of staff members. Often, there would only be one check-in staff member.
Regardless, I tried to look past these exasperating occurrences, figuring that the Banfield staff were kind. Plus, Dr. Steinberg was a wonderful and extremely thorough vet. However, by June of 2026, when Scooter’s health took a turn for the worse, my mindset completely changed. The realization hit that niceness was no longer enough.
Now, I will cover the duration of Scooter’s time at Banfield Hospital.

Banfield Hospital experience from June 2026 to July 2026:
Friday, June 5 – I took Scooter in to have his foot checked, as it was dragging. He was also getting an Adequan shot. After talking with Dr. Steinberg, I realized that I had been mistakenly giving Scooter only one Gabapentin daily rather than two. From there, I began administering the proper dosage.
Thursday, June 18 - I called Banfield at 4:30 PM to discuss my dog’s worsening mobility symptoms, after increasing his Gabapentin to twice daily (although his foot had temporarily stopped dragging), as he was no longer able to get up without my assistance. I requested a callback.
Friday, June 19 – I hadn’t heard back from Banfield, so I called them at 4:30 PM. A staff member answered, but I was put on hold for 20 minutes. It then went directly to voicemail, so I left a message requesting a callback.
Friday, June 26 – I hadn’t heard back from Banfield all week, and therefore, I called again. This time, a staff member answered, and I explained my dog’s worsening mobility issues. She mentioned that Dr. Steinberg was on vacation all week and that the other vets prefer not to treat the animal if they’re not the main vet. However, she did state I could come in, but unfortunately, I couldn’t due to a bout of vertigo. She said that she would contact the attending vet, and that they’d try to call me back. I mentioned how important it was. Scooter had been there on Friday, June 5th, so I was hoping that a phone conversation might at least give the vet enough information to work with.
Sunday, June 28 – I still hadn’t heard back from Banfield, so I called, expecting to leave a voice message about a medication request. I didn’t realize they were open on Sundays, but to my surprise, they were. I then began to explain my dog’s mobility issues to the staff member. She sounded cross, stating that I had called two days prior (on Friday, June 26th), as if to say it wasn’t a long time to hear back from a vet. When I attempted to explain that I had called twice the prior week but hadn’t heard from anyone, she spoke over me. The staff member then stated that the representative I spoke with on Friday the 26th said I requested to speak only with Dr. Steinberg, which I mentioned was never the case. Dr. Steinberg may have been my favorite vet, but my prime concern was Scooter, so I just wanted to speak with any vet. Plus, Scooter had already been seen by two past female vets. The staff member said there must have been a miscommunication. She then stated the same as the prior staff member on Friday the 26th: that the other vets prefer not to see an animal if they’re not the main vet. To me, that would be the same as my children’s doctor’s office making such a statement.
The staff member told me to call to try and reach the vet in 15-20 minutes. At that point, I was in such disbelief and so overwhelmed after several failed attempts since June 18th, that I decided to wait until Scooter’s July 3rd appointment to speak with a vet. In the meantime, I told myself that I would continue to lift Scooter.
If this is the correct day/date, Banfield sent a text message stating that Dr. Steinberg was on vacation, but that they would contact him about Scooter’s situation.
Monday/Tuesday, June 29 or 30 – Banfield sent another text message about Dr. Steinberg contacting me. He then called soon after and was apologetic, explaining that he had been in surgery and on vacation. I informed him that I was aware he was and never stated that I would only speak with him. As always, he thoroughly brainstormed and mentioned possibly cutting Scooter back on one Gabapentin daily. However, I mentioned that I felt uncertain, as his foot had stopped dragging on two Gabapentin. Plus, I mentioned how we previously discussed that one was likely not enough. We finally decided to make no changes in the meantime and examine Scooter’s mobility at his July 3rd appointment.
Friday, July 3 – Scooter had an appointment for his mobility issues and an Adequan shot. The technician took Scooter in when I noticed Dr. Steinberg in the lobby. I asked if I could speak briefly with him. I wanted to inform him of my struggles reaching anyone and reiterate that I didn’t request to speak with only him. He apologized and stated they had a new system and that the messages might have been going directly to him. I respectfully mentioned that someone could have called. It would have helped ease a lot of stress if at least one staff member called to check if I had heard back from anyone.
After Scooter’s appointment, the tech explained that Gabapentin can cause lethargy and to keep him on the same regimen per the vet's request. Scooter had been unwell for weeks, and he couldn’t get up on his own without my assistance, yet the vet couldn’t come out to speak with me. I wasn’t even given a chance to ask questions. The situation was incredulous.
Friday, July 10 - Scooter’s mobility issues continued to worsen - his foot began to drag again, his walking pace slowed, and he began to fall. Therefore, I called Banfield and spoke with a staff member to explain the situation. The staff member I spoke with said the vet was on lunch break. She then put me on hold and returned, stating that she and her manager agreed that I cut his Gabapentin back to one daily. I was dismayed. Did she and her manager have the expertise to give that order? However, by this point, I was desperate and willing to give it a try.
Scooter began to lose interest in eating and would only eat while I held his bowl.
Saturday, July 11 – Scooter only ate out of my hand that evening. His breathing became labored, and his body was trembling. He was also quite restless and would bury his head in my arms.
Sunday, July 12 – I left a message with Banfield at 3 AM, describing Scooter’s symptoms and my fear that he might not make it. Of course, I knew they weren’t in the office. However, I was afraid of falling asleep, so I left a message hoping they’d receive it when they got in and allow Scooter to come in as soon as possible.
Scooter and I had been up all night, but we eventually fell asleep and didn’t wake up until 10:30 AM. I immediately checked my phone to see if Banfield had called, but to my dismay and mortification, they hadn’t. I then called right away, and the staff member asked what was going on with him (I can only assume they hadn’t checked their messages) and if I could bring him in at 2:30 PM.
Upon our visit, Scooter was euthanized.
I want to mention that the vet that day and all but one staff member, who was more businesslike, were very compassionate.
July 17 – Banfield left a voicemail that Scooter’s remains were ready. I couldn’t believe how nonchalant the staff member sounded. It sounded no different than a basic reminder call. There were no words of sympathy or compassion in her voice. However, with much gratitude, the staff member who gave me Scooter’s remains showed compassion.
In conclusion, I am aware that Banfield Hospital didn’t cause Scooter’s death, but their negligence and lack of quality care have caused devastation. Firstly, I didn’t have a track record of repeatedly calling for any old reason. However, I certainly began calling more frequently about Scooter’s poor health after not receiving callbacks from June until his passing. Never once were my phone conversations or messages to staff crude, disrespectful, or attacking, as I don’t believe in such methods. I may have expressed my disbelief on voicemail at not hearing back from anyone, but it was in a desperate tone and manner and pleas for help.
These phone calls and messages I left were for crucial reasons. Yet, I began to question myself towards the end. However, I decided to go online and read some reviews on Banfield, and I couldn’t believe how similar some were to mine. Some reviews were about not receiving callbacks, the long phone and check-in wait times, lack of quality care, vets not wanting to see the animal if they weren’t the main vet, or vets not speaking with the pet’s owner after an important visit (outside of Dr. Steinberg). Of course, Banfield also had good reviews, but the specific ones I mentioned at least validated that it wasn’t just me.
Scooter was like a child to me, and my pain is insurmountable, thinking I was doing best by him. I brought Scooter to Banfield, expecting nothing less than quality care, as any pet owner would. Rather, he was neglected and treated as a number and a profit. Now, I am left with this sickening thought that at the end of Scooter’s life, when he needed the most help, Banfield genuinely didn’t care about his health or welfare.

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