Business Profile

Veterinarian

Thrive Pet Healthcare

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinarian.

Complaints

This profile includes complaints for Thrive Pet Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

106 total complaints in the last 3 years.
40 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:01/21/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
THRIVE ABRUPTLY shut down my pets vet clinic on Christmas even though they charged me for blood labs the results of which have never been received. I have contacted the email to receive her medical records to go elsewhere for weeks and no one will respond and theres no recourse.
Business Response
Date: 01/22/2025
Thank you for taking the time to share your experience with me. Can you please tell me the name and address of the clinic that is involved in this complaint.
Initial Complaint
Date:12/26/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to formally dispute a charge on my account for services rendered by Access ************************** on Wednesday 11/27/2023 This situation involves both a significant financial impact and an emotionally difficult experience, as it pertains to the care of my pet, who sadly passed away while under their care.During my visit, the veterinary clinic assured me they would perform specific procedures and provide a standard of care to help save my pets life. They also asked me to set a financial limit, implying these treatments would be effective. Despite paying $7,544.76 my pet tragically passed away without any clear explanation or transparency about what happened under their care. They agreed to remove the charges however, they only removed a portion of it, not the complete amount.I feel the clinic may have acted unethically by making promises they did not fulfill, creating an environment of financial pressure without delivering the agreed-upon services. Their actions feel misleading, if not fraudulent, as they failed to meet their stated obligations while taking advantage of an emotionally distressing situation.I understand that disputes involving services require supporting documentation, therefore please let me know if there is any documentation you need on my end. The animal hospital also failed to provide us with documentation supporting everything we were billed for with an explanation as to why our pet died in their care. This has been an incredibly difficult and emotional experience for me, and I appreciate your time and assistance in reviewing this matter. I hope we can resolve this charge in a way that reflects the lack of accountability demonstrated by the clinic.Thank you for your attention to this issue. Please let me know if you need any additional information or documentation to proceed.Vetenarians: **** ******* and ****** ******** *****
Business Response
Date: 01/06/2025
We want to express my deepest condolences for the loss of your beloved pet. Losing a furry family member is an incredibly difficult experience. We also want to thank you for taking the time to share your experience with us. We would like an opportunity to visit with you more in-depth about your concerns and a manager from the clinic will be reaching out to go over everything with you. Thanks.
Customer Answer
Date: 01/21/2025
Complaint: 22725584

I am rejecting this response because:
********* ********* reached out to me and provided a copy of my Pets medical records. However, there was no resolution or refund provided.

After further reviewing the medical records provided by ********* and asking for a second opinion from other veterinarians we were made of more wrong doings and concerns.

Per the records of Thrive Pet Healthcare AKA Access ********* (see attached medical records) Our pet was completely healthy based of labs, respiratory, blood pressure, and physical exam notes. Diagnoses were gastric dilation. Procedure was listed as hernia repair and derotation of the stomach.

I am writing to again to formally express my concerns regarding the treatment my pet, Kona received under your care on 11/27/2024, I believe the actions taken during the visit were unethical and not in alignment with the trust I placed in the facility nor the provider, as a veterinarian.

Specifically, I was not informed or consulted regarding additional procedures that were performed on my pet (hernia repair) which led to him being under anesthesia for a longer period than initially intended. This extended duration under anesthesia raises serious concerns about my pets well-being and the stress he endured due to the number of procedures performed.

As a responsible pet owner, I always seek to provide the best care for my pet. This includes making informed decisions about their treatment. However, in this instance, I was not given the opportunity to consent to or even discuss the additional procedures beforehand.

Regards,

***** *******
Business Response
Date: 01/23/2025
The clinic will be following up with you as your concerns are being assessed and they can provide an update. Thank you.
Customer Answer
Date: 01/23/2025
Complaint: 22725584

I am rejecting this response because:
I was not informed or consulted regarding the additional procedure (hernia repair) that was performed on my pet, which resulted in an extended period under anesthesia beyond what was initially communicated. This raises significant concerns about my pets well-being, as prolonged anesthesia can increase stress and potential health risks.

As a responsible pet owner, I prioritize making informed decisions about my pets care. However, in this case, I was not given the opportunity to discuss or consent to the additional procedure prior to its performance. This lack of communication and transparency is unacceptable.

Given the circumstances, I am requesting a full refund for all services rendered during this visit.

Regards,

***** *******
Business Response
Date: 02/04/2025
The manager of that clinic will be reaching out to further address your concerns. Thanks
Customer Answer
Date: 02/04/2025
Complaint: 22725584

I am rejecting this response because:

After further reviewing the medical records provided by ACCESS and asking for a second opinion from other veterinarians we were made of even more wrong doings and concerns.

Per the records of Thrive Pet Healthcare AKA Access ********* (see attached medical records) Our pet was completely healthy based of labs, respiratory, blood pressure, and physical exam notes. Diagnoses were gastric dilation. Procedure was listed as hernia repair and derotation of the stomach.

I am writing to formally express my concerns regarding the treatment my pet, Kona received under your care on 11/27/2024, I believe the actions taken during the visit were unethical and not in alignment with the trust I placed in the facility nor the provider, as a veterinarian.

Specifically, I was not informed or consulted regarding additional procedures that were performed on my pet (hernia repair) which led to him being under anesthesia for a longer period than initially intended. This extended duration under anesthesia raises serious concerns about my pets well-being and the stress he endured due to the number of procedures performed.

As a responsible pet owner, I always seek to provide the best care for my pet. This includes making informed decisions about their treatment. However, in this instance, I was not given the opportunity to consent to or even discuss the additional procedures beforehand.

Please see attached medical records and invoice. I did not consent, approve, nor agree to the additional procedures and charges.
Regards,

***** *******
Initial Complaint
Date:12/19/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I need to cancel my Thrive plus membership. There is no way to do it online but through email. I sent multiple emails to the customer service but never heard back.
Business Response
Date: 12/19/2024
Thank you for taking the time to share your feedback with us. We will get your membership canceled today. Thanks.
Initial Complaint
Date:12/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 11//27/2024, my dog, Sarge, was ill. I contacted ***************************** in ***********, ** to see if he could be seen by one of their doctors, however, due to limited staffing because of the upcoming holiday, they were unable to see us and referred us to their sister location, ***************************** in ************, **. Since I was concerned for my animal's well-being, I made the 30 minute trip to ************ where we were seen by Dr. ********* During that visit, Dr. ******** gave my dog medicine for his nausea, completed an exam, and advised that if the issues continued, she'd recommend we do bloodwork to rule out any issues with his organs that may be contributing to the digestive issues he was having. I paid for the exam during that visit and decided that if the issues persisted, I'd reach out to get the recommended bloodwork, knowing it would be costly. Fast forward a couple of weeks, and Sarge's issues have resurfaced. I called again to ***************************** in *********** to have the recommended bloodwork done as suggested by Dr. ********* I was then told that I'd have to pay for a new office visit (approximately $100) at first because there were "no notes" about bloodwork in his chart and they'd have to call the other doctor, then because a new doctor would have to review the treatment plan and agree bloodwork was the next course of action, and then finally because the new doctor would have to read his chart. I spoke with the practice manager at Hickory Ponchatoula and she shared that there was nothing she could do to waive this additional fee as it was standard operating procedure. Given I was referred to the Independence location which is a sister location, I feel as if Ponchatoula is price gouging by charging for a service that has already been completed. I have four dogs and have spent THOUSANDS of dollars there over many years just to feel taken advantage of by a business I have trusted with the care of my pet.
Business Response
Date: 12/19/2024
We regret that your experience with our hospital did not meet your expectations. The director and manager have been notified about your concerns and will be reaching out to address them. Thanks.
Initial Complaint
Date:12/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Nov. 30th 2024 $370 ( 50% as a Deposit )they should be vet ************ but my Cat " Belly " 5 years old with me while he has 45 day's, Died because they denied to treat him for 4 hours and forced me to make a diagnosis " + $750 " with Promise to treat him after that from a Tech " **** and other one " and after that Dr. ******** said sorry we can't do anything for him and ask me to go to specialist ( it was Saturday ) i asked them more time to give him fast treatment or First aid because he was can't eat or drink and hard swallowing, they insist to do nothing, So i asked for refund my money and they accept that and give me a business card for **** ******* " Hospital Admin." and she didn't answer me for 3 day's until the transaction is posted and she told me that i not eligible to refund and she asking for other 50%, when i went to ********. they told me ha died with Mass throat and he was shoul be treatment in time to save him live but it was to late.
Business Response
Date: 12/19/2024
We regret that your experience with our hospital did not meet your expectations. We have notified the director of that clinic and they will be reaching out to further address your concerns. Thanks.
Initial Complaint
Date:12/09/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have attempted to cancel 3 pet insurance memberships since 10/7 I have received 2 emails on 10/7 confirming my cancellations and on 11/30 I cancelled the third membership. Since October I have been charged 6 times for the two memberships Ive cancelled. I reached out 11/7 to the company and they responded with a confirmation they received my email but never responded, I reached out again and have heard nothing back not even a confirmation email. Theres no way to contact the company besides email.
Business Response
Date: 12/19/2024
Thank you for taking the time to share your feedback. We will cancel your membership and refund your card for the payments that were charged after you initiated the cancellation of the memberships. Thanks.
Customer Answer
Date: 12/19/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Regards,

***** ****
Initial Complaint
Date:12/04/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I canceled my membership online using the online cancelation form around ****** 14, 2024. This was around my renewal date and ****** should have been my last payment. It was not. They have continued to bill me. When I contacted them via their online form, the auto-reply said they would contact me in ***** hours. That has not happened (on multiple occasions). When you call the 800 number on their website *************) it goes to a recording that says "If you would like to leave a message for someone on our system, please enter their extension." When you call the number on the invoice *************) it takes you to a voicemail that says to leave your identifying information and they will return your call. That has not happened. When you call the local office, Thrive ********* they say they have no relationship with ThrivePlus. That is strange to me as I signed the ThrivePlus contract with the Thrive ******** local office. Eventually, **** (the person at Thrive) provided me another "unpublished number" *************) that she had because "this happens all the time. This is the number we use when we can't get them to return our messages.Currently, I am being charged $14.95 x 2 per month as I had two pets subscribed. For those keeping track that is $119.60. I called today and told them I needed to hear back from them today or I would be reporting the charges as fraudulent/unauthorized.
Business Response
Date: 12/19/2024
Thank you for taking the time to provide us with your feedback. Your membership is being canceled and a refund will be issued to your card. Thanks.
Initial Complaint
Date:12/04/2024
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
ALL THEY WANT IS YOUR MONEY!! Ive been taking my dog to Thrive for years now. Since I moved to ****** four years ago, she has had really bad skin allergies. Its an overgrowth of yeast. Ive been told a dozen times. I have gotten her on a medication to fight the infection and then an allergy medication (FROM THRIVE!!!) consistently that was working for her. I couldnt afford the medication consistently anymore, so I stopped giving it to her, but was giving her a medicated shampoo and wiping her paws to help prevent it. Fast-forward my dog had an ear infection so I saw dr. ****** and discussed how much time, money, energy I put towards my dogs allergies. I told her that I didnt have the money to get her started on the medication then but would like to in the future. She told me that I didnt need to have a skin test as she already knew it was an overgrowth of yeast. She basically shamed me when I told her I couldnt afford the medication and was only able to get the ear infection medication. Not even 45 days later, I reached out to the office to see if I could finally get the medication to clear her allergies because I came into some money and could afford it now. When I called, I wasnt able to talk to the doctor that saw my dog and she required me to come in for another exam and test to confirm the medication that she offered me would work. I tried to explain that my dog was seen less than 60 days ago and shes the one that offered the medication. But they just want your money. Thats all they give a s*** about. Theyre supposed to be a low cost clinic but they almost cost more than my previous vet at this point. I tried to call and spoke with the office manager, ***** who couldnt care less. Then I speak to a supervisor and was told the doctor ******* would call me. Its been two weeks and I still havent heard from her. This place is a joke, they dont give a s*** about animals unless you have money to spend.
Business Response
Date: 12/19/2024
We regret that your experience with our hospital did not meet your expectations. Can you please let me know which clinic you visited? Thanks!
Customer Answer
Date: 12/19/2024
Complaint: 22634123

I am rejecting this response because:
I was at the location on ********* and Manchaca.
******* *****
Business Response
Date: 01/06/2025
Thank you for that clarification. We strive to provide compassionate and professional care to both our clients and their pets. Feedback from our clients is invaluable to us. We would like an opportunity to visit with you more in-depth about your concerns and the director of the clinic will reach out directly to you. Thanks.
Customer Answer
Date: 01/07/2025
Complaint: 22634123

I am rejecting this response because:
Thats a ******** response

Regards,

******* *****
Business Response
Date: 01/11/2025
Your exam fee was refunded on December 10, 2024. It sound like the director reached out to you previously and you used inappropriate language during that conversation as well. We wish you the best.
Customer Answer
Date: 01/13/2025
Complaint: 22634123

I am rejecting this response because:
The director reached out to me almost 3 weeks after being told they would, and then was dismissed by your director and told we are no longer have affordable in our name. This company is actually a joke and all of the complaints on the BBB and ****** show that. You only care about the money. I will not stop until everyone I speak with knows not to take their pet to this HORRIBLE company.

DO BETTER,

******* *****
Initial Complaint
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am currently dealing with a brain disease, autoimmune encephalitis, which causes gaps in my memory (forward memory, I still recall information just fine), cognitive ability, and can sometimes impact daily functions. I came to the clinic on 11/4/2024, requesting that they still see my dog, who is also sick and may possibly be contributing to my illness. This was a "revisit" for the same issue as we had been in the month prior. Revisits are supposed to be billed at a significantly discounted rate as it's a continuation of care. It was never explained to me that while we targeted a two-week follow-up, he would be treated as a new patient all over again if we missed that deadline. Trying to manage my condition and appointments myself, the organization can sometimes get overwhelming. The front desk asked if he was with me (in the car), in which case he was, so they said they could go ahead and see him immediately. After a couple of minutes, a vet tech came in, greeted us and within about ************************************************************* the full price instead since I "missed" the revisit window. I tried to explain I'm managing a complex condition, and that there were never terms set for the revisit. We discussed following-up in two weeks, but it was never made clear that would reset the entire care cycle for him. She said, "it is what it is. the provider said it'll be a regular exam," with no consideration for the circumstance, especially considering there wasn't a thorough explanation of the terms either. The end result was a grown man walking out of a vet's office with two dogs crying in the street-- one of them who is getting sicker and desperately needs care.
Business Response
Date: 11/13/2024
We regret that your experience with our hospital did not meet your expectations. Can you please tell me the name of the clinic that you saw and we can put you in direct contact with that manager? Thanks!
Customer Answer
Date: 11/13/2024
Complaint: 22512383

I am rejecting this response because:
The clinic was Your Pet's Wellness on ************ in *******, **. Considering the reviews I've left and crying as I left the office I have no impression the manager at this location is interested in rectifying the situation.

Regards,

***** *******
Business Response
Date: 11/26/2024
Thank you for confirming the name of the clinic. The director of that clinic is going to reach out to you and discuss your concerns. Thanks.
Initial Complaint
Date:10/28/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with ********* for Simparica Trio. The order was cancelled. When I reached out to *****. I was advised that ********************** denied the prescription. I contacted Oxford and was advised that ****** my dog was due for a flu shot by September 29. The order for Chewy was placed around September 17. I took ***** into ********************** around September 26 for heartworm testing. I was not advised until October 9 she was due for ***** Analysis Due on 09-18-2024 Semi Annual Exam Due on 09-18-2024 Influenza Vaccine Due on 09-29-2024 The other two test. Which when speaking to another vet clinic. I was advised this test are not mandatory by the state of ******. This place is denying prescriptions my dog needs because they are trying to make more money. The price of Simparica Trio treatment runs around $195.48. I had two coupons through ********* in which I could have received a 6-month supply for $135.00. Now both coupons have expired. I have not been able to order the medication and now have to find another vet to send ***** to.
Business Response
Date: 10/29/2024
Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. The clinic manager will reach out to you directly to address all of your concerns.

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Thrive Pet Healthcare is NOT a BBB Accredited Business.