Banfield Pet Hospital, Richmond Heights MO

I love love love this Banfield location. Everyone there is always kind to me and more tolerant of my terrible elderly cat than he sometimes deserves. He's extremely rude to the staff and they seem to find it charming, which is great for him especially when they bribe him with treats. We started taking our cats there 4 or 5 years ago, when my guy Moose had a little conjunctivitis. A couple of visits later he was diagnosed with diabetes which frankly never would have happened if they hadn't sold us on the care plan and gotten him in for a comprehensive exam. I feel like getting a handle on it early has probably given me a few more years with my best little buddy. We loved Dr. Eschmann and we miss her but Dr. Kern is also AMAZING. She keeps a good eye on these awful creatures and helps me give them their best little lives.

When I was living in St. Louis, I took my cat there twice. However, they were very kind at the beginning. They tried to promote the their wellness plan to me. Once I disagreed to join the plan, their attitude and demeanor changed immediately. My cat received vaccines. She was treated poorly. I found unknown liquid on her hair after they took her back to me. YOU CANNOT DO THIS TO MY CAT! The service depended on the decision on whether to join the plan. This is not the way to run business. I had my own insurance plan. Why did I need to join an extra plan? I have used lots of veterinary services. You are the only one doing this.avoid this place!

They took good care of my kitty and kindly presented us with all the information we needed to make a good decision for him. Drop off was convenient. Thank you!

EDIT:
2 years ago, I wrote a great review for this location. They did great with my kitten. About a year later, I brought in my older cat who hadn’t had previous problems until she had some digestive system issues. She wasn’t well taken care of at this location, and after taken her to another vet for a second opinion, I had no choice but to let her go.
Don’t let yourself or your pet become a victim of this terrible organization! Save yourself money, stress, and worry and go someplace else!

Horrible customer service. Our dog was taken in for teeth cleaning over a week ago. They ran blood tests on her and called to let us know there were "abnormalities" in her bloodwork and they were not comfortable putting her under anesthesia. They told us they were sending her blood test results to the lab to have someone run them again. We were told it would take a week to get the results.

Fast forward over one week later and we still have no idea what is going on with our dog. We have been calling every day to speak with the doctor (Dr. Dean), only to be given the run around that she is either too busy or is at another store. We have been told for the last three days that the doctor would call us. She has not. The store called us this morning to let us know that the doctor is now on vacation and that we will have to wait since she is apparently the only doctor at Banfield that can read blood test results.

Avoid this joke of an office. They seem to be okay with stressing out their customers.

Hey KEISHA Or whatever your name is- “supervisor” - Trying to be snarky on the phone gets you loss of member paying customers. And although low paid staff answering the phone don’t care in a RECESSION it definitely affects business considering I was giving you $720 a YEAR for a healthy dog, yet your sitting here acting like I’m too poor for your services. When in fact you probably couldn’t afford your OWN services, LOL. Not without an employee discount. We live in a society where PEOPLE don’t have health insurance let alone dogs yet you decide to be condescending on the phone call with customers on auto pay thinking I’m going to ever bring my dog back to this office. Yeah NO. I quickly emailed for my dogs medical records so we can auto pay with ease elsewhere. I hope this office gets shut down and you loss your condescending attitude in the process - and that’s to ALL the staff who answers the phone with chips on their shoulders, which most at this office do. Low sales has made MANY business downside KEISHA. Banfield has gotten to BIG HEADED especially at this particular office so I’m now supporting a LOCAL pet hospital with FAR better service and processes. It’s not wise to be snarky to customers thinking all you have to do is be nice to the dog. BIG mistake. In all honesty it doesn’t feel warm in the office anyway - relatively cold energy and Cookie himself just felt like a number to meet a quota and upswell. He’s over at Kingbury now with a great staff and awesome service. Money well spent outside of Banfield. You might as well take your dog to Petsmart to get groomed. Same goes for Banfield. Mass produced and each office is different.

Highly recommend you take your pets here. They were awesome ; understanding and my dog felt comfortable and loved them. My dog has to have surgery and they made me feel comfortable about the procedure.

Beware of Keisha the manager at the Richmond Heights location as you could be detained by police and then have lies told about you.

On multiple occasions, for seemingly no reason, Keisha the manager, had quite an attitude toward me - never complained as I chalked it up to her having a bad day (s). BIG MISTAKE as that meant no history or proof of such behavior. She’s accused me of demanding medications on multiple occasions. Called one evening to inquire about side effects of a new medication a cat was recently on. She wouldn’t let me speak. Wouldn’t tell me why I needed to come in. Wouldn’t even tell me the doctors name. All things I as a patient and a customer deserve to know.

Came back the next day to hopefully get questions answered. Unfortunately, no questions were answered. Kelsey swooped in from the back, shooed the lady at the front desk away, and advised me to leave as the cops were on the way. She said that Keisha claimed I was acting belligerently and even claimed I tried to break in. I said that was completely inaccurate and asked if anyone had looked at any of the many cameras in the lobby to back up Keisha’s accusations - obviously they didn’t, and had they, it wouldn’t have shown anything. I explained the call I had with Keisha. I stated this was a wildly inappropriate way to handle things, and asked for the corporate number. As I walked out, the cops had just shown up.

They wouldn’t let me leave and they told me the only reason I was leaving was because they showed up - which was inaccurate. I was detained by police with threat of arrest for 20 minutes in front of Banfield. All while my dog was locked in my car with the windows up as the police wouldn’t allow me to leave. When the police arrived, THEY informed me I was fired as a patient and was trespassing (news to me!)

Told them what happened. Same thing I told Kelsey. Cops went and compared stories. Came out and said “well, you’re not fired as a client. And I guess they just simply don’t want you here today. ” Complete 180 from when the cops first arrived.

Never once did corporate reach out to me. Never once did the doctor at Richmond heights reach out. Never once have a received an apology or even any acknowledgement regarding this wrongfully having police called on me.

I recently called needing a refill and asked if Keisha happened to still work there as I new avoid going there for fear of having police called for asking any questions. Within 5 minutes I receive an email from a chief of staff and was told my conduct and language was inappropriate and I couldn’t be disrespecting her staff or managers. I inquired what she was referring to as I had a pleasant interaction on the phone with the person the front desk. I told Dr. Andrea Morrison that this seems like things are being exaggerated again like Keisha did she tried to claim I committed a crime, and I said it’s a little disappointing that this is continuing to happen for seemingly no reason, as no one has ever talked to me about anything.

Simply because I shed light on Banfield’s misconduct, simply because I wasn’t quiet about how I was mistreated by Banfield, and specifically Keisha, a manager, Keisha took it once step further, and told an other lie, claiming I used a racial slur towards her. I said that is wildly inaccurate as I have never and would never say such an ugly thing to someone.

I’m curious why this was never brought until now. I would think that’d be the FIRST thing you bring up because it is such an ugly and vile thing to say to someone.

I would beware of Banfield, and specifically Keisha, the manager, at the Richmond Heights location. Hopefully you just get an attitude from her if you visit, but you may get the cops called on you, or lies told about some very serious allegations against you

Manager at the Richmond Heights, St. Louis location is condescending, disrespectful, and majorly lacks integrity. Though considering how this is being handled - basically just being ignored - it appears she's simply following the way of the corporation.

Manager of #5182 always seems to have a terrible attitude and demeanor and dominates conversations by constantly talking over you all while accusing you of demanding medication and refusing to answer questions, like "what is the name of the doctor whom you're telling me I need to schedule an appointment with. " My phone call to see if new and odd behavior in my animal was due to new medication went exactly this way.

The next day I drive to store #5182 in hopes that someone else can answer these very simple questions that the manager could not during our phone call. This manager then prompts her staff the call the cops on me when I come in next. I was simply told they recommended I leave before the cops arrived, and claimed I was fired as a patient.

The cops arrived and detained me for 20 minutes in front of the vet on grounds of trespassing - a crime that can come years in jail and potential of large fines. After speaking to the police, it was determined I didn't break any laws, and then the vet said I wasn't fired, nor was I trespassing, they simply didn't want me there that day - this entire interaction of which I have recorded.

Never once did the manager or the doctor as the location reach out to me. Never did corporate reach out to me. I was scolded by the area chief of staff, but it was largely swept under the rug. I recently asked if the manager at #5182 was no longer working there as she's made me feel very uncomfortable after I was wrongly accused of committing a crime and detained with threat of arrest for 20 minutes.

I received an email from the area chief of staff with just a few minutes of getting off the phone stating that my language and conduct on the phone was inappropriate and made the front desk person uncomfortable. I said this just seems like there's more lying and exaggerating going on just like what happened when the police were called and I reminded her the incident was mostly glazed over and the manager nor the location had reached out to me to even acknowledge what happened.

Simply for mentioning a situation that happened to me, I am gaslit by the chief of staff. She said she spoke to the manager once more, yet this time, the manager doubles down on her lies, and now accuses me of making racial slurs towards her. While I've never engaged in such vile behavior, I was told that since this lie is "the manager's 'truth', " I am fired as a client.

The staff terrible mishandles situations and when you bring attention to the that, more lies are told, the ugliest of lies, and they make themselves a victim further, all so they don't have to take ownership for their mistakes.

And guess what.this will probably get swept under the rug as well.

Banfield is just not the same anymore. They never have appointments available or at least something that its not a drop-off. Good luck if your pet gets sick or needs a medicine for the day because you’ll have to wait days to be taken care of. I just got told that they only have ONE vet on a Monday morning… insane. Their only solution is to send you to the O’Fallon location… having the monthly payment doesn’t “make” you a customer or give you any benefit. I have been taking my dogs for the last 15 years but that stops today.