Banfield Pet Hospital, San Mateo CA

The receptionist is here is SO rude - I'm at the point where I'm scared to even interact with the front desk because she's so awful. It's also always chaotic here - they hold onto my pet for waaaaaaay longer than they need to, they don't let you come back (ostensibly bc of COVID but I think bc that way they can just warehouse more pets and not deal with owners), they forget what your pet's issues are even though you repeat them at drop-off, they lose stool samples (every single one I've brought in they've lost), they won't show you how to do recommended treatments for the pet like ear cleanings and ear drops (for an ear infection), they make it SOOOO hard to refill a prescription (even a prescription for a special diet food that they've agreed my cat needs to be on for life - so why make it so hard to get it refiled?), and they are nearly impossible to reach by phone or email - they consistently raise my blood pressure to the maximum anytime I have an issue that requires me to seek medical attention for my cats. It's really the opposite of the experience you want when you're fretting over a sick animal. Please can someone fix their system so that they (1) revamp the front desk staff so that they're nice and helpful; (2) accept and respond to emails so you can get help promptly, including with prescriptions; (3) allow owners back with their pets to the exam rooms; (4) do better communication and teaching around treatments.

I have an account with this hospital for more then 10 years a couple months ago my active ATM card was expired they give me two phone calls during my work hours with a private number. And now my account is in collections. Terrible costumer service ️

Friendly and very helpful. Really like them reaching out to me and letting me know how things go.

I’ve been calling for hours since the opening time and goes straight to voicemail, service has noticeably declined in the past couple of years. Can’t get appointment for simple things that take 2 minutes for a vet to get done

Vet and staff are responsive. Hard to get an appointment though, so plan accordingly (1-2 weeks ahead of time). Vet counter is in the back of the store next to grooming, unlike most Banfields that have a separate room and entrance at the front of the store.

The staff is always changing and you never know who your going to see or what new things they will find which always corrolates to more money.

The Vets are great, it's the front staff that needs work. From scheduling appointments, greeting you upon arrival, answering calls (long hold times), fielding questions, going over what was done during your visit, etc. These are the people that are supposed to be professional and the ones that represent Banfield. Lately we've experienced poor patient services. Rethinking if we want to continue with Banfield.

One of the receptionists is extremely rude. I have gone their since I was 18 years old and have never had a problem with any of the workers their. I will continue going their because I dont have a problem with anyone else but I suggest that they train them better on people skills. I will not call her out by name or looks because it is mean but I highly recommend it since the receptionists are the face of the company.

I have tried to take my pets there but they never had any days available and one time which was this year of 2021 I was able to take a one of my pets with an appointment but that free exam coupon it never happened never. Although the vet Sounded very nice when I spoke to her on the phone fortunately I wasn’t able to P in the room while she was being examined because of the pandemic but my dog didn’t come out from the exam room I’m scared I don’t know how they examined her or what they did but I guess he did a good job.

This place is ALWAYS closed. And when they send prescriptions to the pharmacy, they never want to approve renewals, so I have to scramble at the last minute to try to get an appointment. This happened 3 times before I gave up and just took my pet to a different vet. Calling today to try to get her medical history, and they're closed again! They were also closed on Tuesday this week, and they're always closed on Saturdays. Why even run a business if it's going to be closed so often?

They called me to let me know the dr wont be in for my dogs appt. Mind you my dog needs to be seen, i booked a month in advance! This is ridiculous! I bring my other three dogs here too & for sure ill be looking elsewhere for services.

We had to put down our cat on a Sunday and, without having any history with Banfield Pet Hospital, we could not have gotten better care anywhere. From the receptionist to the vet techs to Dr. Jennifer Yip, our cat Dexter was well taken care of. After consulting with Dr. Yip, we felt very comfortable with our decision and the subsequent procedure. The whole office was professional as well as kind, caring and empathetic, which is the best possible scenario when euthanizing a beloved pet.

The people where very friendly*
Edit: From 5 stars to 1 star if possible zero because they used to have great service and ever since either the doctor or new owner ship changed their customer service has gone down the drain the reseptionist service is bad and rude Dont go here!
You will not be happy

Banfield Pet Hospital was amazing to my dog and if it wasn't for them he would have not had the quality of life he needed towards the end. I think they're great and I would recommend them to anyone.

Worst experience ever had an appointment that was moved up earlier was not notified I got here on time for my appointment to be told it was canceled their reputation is true worst hospital for anything and staff does not care for your pets the little time I spent in there I saw how they treat them behind the doors. I wouldn't recommend to bring your pets here unless your as heartless as them.

Why have a phone number listed if you’re never going to answer the phone? The vet techs are great and friendly but the front desk is seriously lacking.

It was refreshing to find a wonderful vet with the experience, expertise, and kindness of the entire staff. I took my dog to have her teeth cleaned an a tooth possibly pulled. They did a great job

Alicia is the best receptionist anyone could ask for this review would be 5 stars if it were only about her