Banfield Pet Hospital

I have been attending this location for over 5 years and I cannot say enough about the staff at Banfield. They treat my pets as if they were their own and never seem to «sell» me things. I always ask a lot of questions about my pets and the head doctor is our favorite. She takes time to explain all of her recommendations doesn’t push vaccines or products that my pets do not need. The male doctor is kind and gentle with our dogs and both doctors were attentive and informative when our dog had a serious illness this spring. The wellcare plan I pay for monthly covers all of their vaccines and blood work and is really convenient to come in and not pay an office fee if I want something checked out. My former location would charge almost $ 100 just to come in for an illness. I appreciate the Latham Banfield pet hospital and will continue to take my dogs there!

I was a Banfield client for approximately 6 years, but after my most recent experience, will not return for services at the Latham practice. I brought in my cat for her exam this past Sep. The vet tech told us that she was due for blood work, and took her to the back room to draw her blood.
A few minutes later, we heard her become increasingly agitated. She was growling/​screaming and hissing, and then became relatively quiet. She started again after a few seconds, but became much louder and frantic at this point, and I became concerned, so I walked into the hallway to look toward the back doorway. At this point, one of the guests in the waiting room commented to another customer, «What is going on back there?! Is there a feral cat?!». She de-​escalated a second time, but within a few seconds, started screaming and crying yet again, still incredibly loudly. I began to walk toward the back room to ask the staff members to stop, at which point one of the techs came out and requested her crate. I sternly requested that they stop, and they dismissed the comment, noting that she was just having «a bad day.» They took the crate back, and she escalated a final time, I’m assuming as they put her back in.
The vet tech then took our cat (inside of the crate) back into the treatment room. I expressed my concern and frustration, and the tech noted that she was fine for the blood draw but became upset afterward, which didn’t make sense to me (why would she be «fine» for a needle and escalate afterward?). The vet tech again dismissed what happened, saying my cat «just needed to learn how to relax» and «settle down.» I was so upset at this point, I said nothing.
When the vet came into the room, he mentioned nothing aside from, «oh, it looks like someone’s having a bad day today.» There were no apologies, which we would have appreciated. He then noted that they did not get enough blood for her blood work. This statement contradicted the vet tech’s statement that our cat didn’t escalate until after the blood draw, which again raised our concern.
For the remainder of the visit, the staff members failed to apologize for anything that had happened, dismissed my concerns by joking («feral cat?! oh, that’s silly!»), and blamed my own cat for her agitation («she just needs to learn how to relax»).
Never, in 6 years have I had such a distressing experience. From what I know about animals, a person should not continue to try to get his/​her needs met if the animal expresses anger, fright, or frustration. What I heard that day was terrifying, and I have never heard or seen my cat so upset. I can only imagine what happened behind the scenes when trying to draw blood from her. My husband and I have stopped services with Banfield for our 3 pets, and plan to go to a privately-​owned veterinary practice in the area instead. Such a disappointment.
**Update: I posted this review after struggling to contact corporate (e.g., 20 – 30 min holds on the phone). This review prompted quick action on their part, which I genuinely appreciate. Within 24 hrs, the practice manager called to follow up. She apologized, and said the vet confirmed that this was a «stressful» visit for our cat. She explained that cats become very vocal when they’re restrained and that the staff members did everything they could, noting that it is a relatively common occurrence for cats to escalate during blood draws. I suggested they turn some energy toward communicating with and helping the pet owners in a more supportive manner, being that it is not a normal occurrence for owners to see their pets in distress**

Generally I’ve heard negative feedback about Banfield as a company, and the amount they charge you VS the amount you’re getting — but I will say that it is very clear that this location cares about how to treat their customers. It’s actually some of the best customer service I’ve received in just about any type of business — anybody who has taken a 101 on hospitality would be impressed by this location and how they treat you and your pet. It’s clear that the owner and employees of this veterinary chain are serious about hospitality. I can’t say much for their services, but they do a decent job as far as I’m concerned. Could possibly get better treatment for the money, but overall impressive business from this particular Banfield.
Edit: I’ve had a few disheartening moments with Banfield, so I’ve lowered my rating by 1. Most notably, a vet attempted to push sales on me that were completely unnecessary, and attempted to sell de-​wormer (saying she could see worms on the cat), when they clearly weren’t there. They also did the same with shots that my cat had already received, and were on record. This is dishonest business. Overall I still have faith that this Banfield has mostly caring, attentive employees, but I would be careful of this kind of business practice that audaciously tries to sell unnecessary service.

This was my first time at Banfield in Latham. I arrived a half hour early, and was brought right into a room, about 5 minutes later a Vet tech came in and did the initial look over of my kitten. Answered all my questions, and took some stress off my concerns, The Vet came in did her thing, again very nice and polite, answered more of my questions.
I really recommend getting your pet on the wellness program. Its better then pet insurance, and its all done at Banfield. NO claim forms to fill out and your getting the discounts right there.
My total time for a first appointment was about 45 minutes, but that may not happen for everyone. Get discounted flea stuff and discounted services like the groomer if you use that.