Contact Banfield Pet Hospital Support

This review isn’t about Banfield Pet Hospital or their service, but their app. Every time I try to login, I have to reset my password because for some reason, my passwords aren’t “saved” in their system. First, every time I try to log in with my current password, it would say “wrong password”. Second, the fingerprint or facial recognition for login doesn’t work even though after every time I create a new password, it would ask me if I’d like to use this feature. And yes, I register this feature every single time. But after a week or so, the new password either won’t log me in or the fingerprint/facial recognition feature doesn’t work. When I try resetting my password, it says my email address is not registered any accounts. However, when I search my email address through the Client ID portal, it says my email address is already registered with an account. WHAT IS THIS? Seriously? I’ve never seen such a contradictory flaw in an app. Especially when my pet is sick. I’m paying close to $500 a year for the OWP that offers free online consultations. To seek help from a veterinarian about my pet’s symptoms. Yet, I have to go through so many obstacles to do so. My pet isn’t feeling well right now and I can’t do anything about it. Literally nothing because of this fatal flaw. I’m hugely disappointed. This app needs serious reprogramming. It’s putting a lot of stress of us and putting my pet’s life at risk.

One of the primary reasons I was initially interested in Banfield and their OWP a few months ago was that they (supposedly) offered a nice app for managing my pet’s health data and accessing payment info. Right away I realized the app was buggy- images wouldn’t load, the app would crash, etc. I hadn’t logged in for a while but needed to change my payment info. Tried to log in today to do so, but I couldn’t even get past the login screen even though I knew my info was correct. Was told to reset my password in order to enjoy the ‘new Banfield’ experience. Created and carefully entered a new password several times and each time was told I was using incorrect login credentials. Had to call customer support and they had to delete my user account and have me re-enroll, but they said their would be a delay before I could do so. Several hours later finally got into my account after completely re-enrolling, but everything loads so slow it took forever to accomplish anything. Terrible user experience and a huge waste of time. When I could finally get to the payment area I just went ahead and paid off the remaining balance on my account and turned off auto-renew. The vet services might be fine, but I hate this app and Banfield’s website and will never purchase an OWP again.

I loved this app so much. You could see so much. Biggest thing was you could see (and screenshot and send to your groomer/boarding place) all their pupdated shots. You could see what’s going to expire and when. Now you see nothing. My FAVORITE thing of seeing their weight from when they were 8 weeks old until current IS GONE. Which makes seeing my dogs weight loss progress (not only gone) but harder to track. I not the person who doesn’t ever do updates on my phone.. I do them happily. BUT I have never wish so much before that my auto updates were turned off. I’m so disappointed Banfield. I actually just recommended another corgi new to the area to you- mainly of course because one of your vets - but also because of this app. I decided to write a review PRAYING you would fix this. Please, bring back the old version. Or at least bring back all the items that were available to us and keep your new format. Ugh... I have no reason to even use this app now