Heart + Paw appears to offer more comprehensive emergency services and receives more consistent positive feedback regarding customer service. Banfield provides more detailed pricing information and a wider range of services, including exotic pet care, but has mixed customer service reviews. The best choice depends on individual needs, prioritizing emergency care and customer experience versus detailed pricing and service range.
| Attribute | Banfield Pet Hospital | Heart + Paw |
|---|---|---|
| Appointment Scheduling Convenience | Offers online appointment scheduling and a mobile app for easy appointment management, including alerts for duplicate appointments. | Offers online booking with user-friendly software. |
| Emergency Services Availability | Provides urgent care services (availability may vary; call ahead). May refer to 24-hour hospitals or specialty practices. Vetco Total Care (located in Petco) offers same-day appointments but not 24/7 emergency care. | 24/7 teletriage via Pet Vet Connection at 14 locations; some locations offer walk-in urgent care. |
| Range of Services Offered (e.g., dental, surgery) | Offers a wide range of services including preventive care, surgery, diagnostics, vaccinations, parasite control, general dentistry, general surgery, skin care, geriatrics & pediatrics, spays & neuters, microchipping, digital radiography, in-house laboratory diagnostics, nutrition consultation, behavior consultation, soft tissue and orthopedic surgeries (at some locations), exotic pet care (birds, fish, reptiles, amphibians, rabbits, rodents, and small mammals - check availability), and humane end-of-life options. | Wellness exams, dental care, advanced diagnostics, surgery, grooming, daycare, urgent vet care. |
| Vaccination and Preventative Care Programs | Optimum Wellness Plans include coverage for routine vaccines. Offers all routinely recommended vaccinations for dogs, cats, kittens, and puppies (rabies, feline leukemia, parvovirus, etc.). Wellness plans offer discounted services like vaccinations and diagnostic testing. Preventive care includes early screening, annual vaccines, regular deworming, and heartworm testing. Screening and treatment plans for internal and external parasites are available, plus parasite prevention medications. Senior care plans detect early signs of age-related illness. | Cat and dog vaccinations, preventative care, personalized wellness plans. |
| Pricing Transparency | Provides transparent pricing and affordable wellness plans for routine pet care. Wellness plans help manage costs of preventive care. General exams range from $55 - $75, X-Rays from $180 - $400, Blood tests from $110 - $275, Dental cleaning from $200 - $400, Spaying for dogs costs $350 - $450 on average. Medications are discounted 20% for Wellness Plan members. Wellness plans start at $37.95/month for dogs and $26.95/month for cats. A one-time startup fee of $59.95 applies to all plans. | Reasonable prices for the quality of care |
| Customer Service and Communication | Aims for good communication with associates and clients. Provides foreign language and ASL interpretation services. Staff is expected to provide professional, efficient, and exceptional service. Customer service can be reached at 1-888-223-PETS (7387). Various email and phone contacts are available for specific inquiries (billing, cancellations, online orders, website questions). | Responsive, helpful, friendly, and kind staff; effective communication via phone and text. |
| Veterinarian Expertise and Experience | Emphasizes evidence-based medicine and continuing education. Veterinarians deliver medical and surgical treatments with formulary-approved pharmaceuticals, supplies, and equipment, in accordance with Banfield's Medical Quality Standards. They partner with clients as advocates for the pet, planning follow-up visits, providing home-care instructions, and education. Veterinarians maintain comprehensive medical records using PetWare. Key skills include diagnosing and treating animal health conditions, surgical procedures, pharmacology, and laboratory testing. Soft skills such as communication, empathy, and remaining calm under pressure are essential. | Veterinarian-led operations; knowledgeable and gentle veterinarians who explain information clearly. |
| Facility Cleanliness and Comfort | Client Service Coordinators ensure clients and pets are comfortable. Strives to provide a stress-free environment for pets. | State-of-the-art, clean, comfortable, low-stress environment with nonslip floors and quiet lift tables. |
| Diagnostic Equipment and Technology | Uses digital radiography (DR) systems and in-house laboratory diagnostics. Implemented Antech Sound PACS for efficient image sharing and management. Utilizes artificial intelligence symptom analysis. | Digital X-ray, ultrasound, in-house laboratories. |
| Pet Boarding Options | May offer medical boarding services. General pet boarding may be available at other facilities like PetSmart PetsHotel. | Dog daycare and boarding services. |
| Grooming Services | Some locations may offer medical grooming. | Available. |
| Prescription Refill Process | Allows convenient pickup of pet medications at appointments. Information about medication requests/refills is available in the 'Know before you go' video. Wellness plan members get up to 20% discounts on some prescriptions. | Online pharmacy service for prescription refills. |