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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

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Thrive Pet Healthcare has 482 locations, listed below.

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    Customer Complaints Summary

    • 107 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/13/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      This company offered a free month of pet insurance for my dogs. When I signed up, they immediately charged my debit card for $14.95 for each dog. I sent them an email requesting a refund and have received no answer. I have contacted the veterinary office, **************** in *******, ******** and they say they have contacted the insurance company multiple times on my behalf. I still have not received a refund, or any communication from Thrive ************** I sent them an email tonight saying to cancel the insurance and refund my money. The insurance has NOT been used. I have a copy of all communications I sent them, along with a copy of the offer that came direct from my vets office. I can provide this copy if I can figure out how to do it!

      Business Response

      Date: 03/25/2024

      We are so sorry to hear about your dissatisfaction with our Thrive membership and will immediately have your account canceled and the fees refunded. Thank you! 

      Customer Answer

      Date: 03/28/2024

      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:03/13/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      In January 2024 I adopted a 10-year-old rescue Chihuahua. I joined Thrive plus because I would get free vet visits. In March I took her to the local vet who accepted thrive plus but still charge me A small amount after telling me that thrive plus was paying the rest. The problem was all of the rest of the things that needed done they were gonna charge a fortune for compared to what I can get these services done elsewhere. I don't have a problem with the vet. Thrive is not helping me save money in the long run so I've requested twice via email that this membership be canceled. I requested the cancelation within the first 30 days. When I send an email to thrive for question cancellation they confirm they received it and will get back with me within 48 hours and never do. Now they've charged my credit card a monthly fee Long after requesting cancelation. Please help me get this ***** reaccurring charge stopped Add a refund of what they've put on my card after requesting cancelation

      Business Response

      Date: 03/25/2024

      We are very sorry to hear about your dissatisfaction with our Thrive membership and will have your membership canceled. We will also credit your account for the last payment. Thank you!

      Customer Answer

      Date: 03/26/2024

      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:02/27/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      This company after I canceled my subscription to their wellness plan continued to take money from my account. I have the documentation supporting the confirmation that I canceled my services. I have disputed this with my bank and yet they are refusing to refund me my money as well as stop taking money from my account and the reason why I left this veterinarian is because a few months ago my dog after they knowingly knew he had allergic reactions to vaccinations. They not only gave him one vaccine but two others at the same time causing us to end up in the emergency urgent care not once but twice that evening. So pretty much they almost killed my dog. I have not been back since and I have found a new veterinarian so they are lucky that I didn't *** them for the expenses that I accrued trying to save my dog's life. I want this company to stop taking my money and I want to be refunded for what is rightfully mine.

      Business Response

      Date: 02/27/2024

      I am very sorry to hear about your experience with Thrive. We will make sure that your membership is canceled and that a refund is issued. We care about you and your pet and want you to have the best experience possible with your pet's health and our customer service. Thanks. 

    • Initial Complaint

      Date:02/08/2024

      Type:Billing Issues
      Status:
      Resolved
      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 signed up for their pet coverage for two pets on 11/22/23. I have been charged $19.95 per animal for a total of $39.90 monthly for the policy since that day. They never informed my vet that I am a member, so on 2/01/24 I was charged $77.25 for a wellness visit that was supposed to be free per the policy I purchased. I was told by the vet clinic that I had to contact the company for a reimbursement and that the company had to activate my policy. I both emailed them and contacted them on their website immediately for reimbursement and proper plan activation on 2/01/24. I received an automated "we received your inquiry" response, promising resolution in ***** hours. . I did the same on 2/04, 2/06, and again today on 2/08/24. Still only the same automated response. There is no way to contact them in another manner. I believe that this business is perpetrating fraud against consumers. I am asking for reimbursement for my erroneous vet visit charge, and refund of my policy payments, along with cancellation. I cannot get any response. They owe me $159.60 for the policy payments (since the policy was never enacted or honored), and $77.25 for the vet visit that was supposed to be free per my contract with them for a total of $236.85. Thank you for your time in investigating this. I appreciate it.

      Business Response

      Date: 02/14/2024

      We are so sorry to hear about your experience with our Thrive Membership. I have requested that both of your memberships get canceled and refunds be issued. The clinic will reach out to you directly to address your other concerns and reimbursement for the clinic fees. Thanks. 

      Customer Answer

      Date: 02/14/2024

      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,

      *************************

      Customer Answer

      Date: 02/14/2024

      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:01/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      The vets office convinced me to sign up for this to save money. This is a total scam and I was also led to believe this was insurance. They claim you get free exams but they charge other fees to make up for it. This is a total scam and should not ne allowed. I want to cancel my membership and never walk into a thrive vet office again

      Business Response

      Date: 01/29/2024

      We am very sorry to hear about your unpleasant experience with our Thrive membership program. We will cancel your membership and refund you for the fee associated with the membership for last month. Thanks. 

    • Initial Complaint

      Date:01/17/2024

      Type:Customer Service Issues
      Status:
      Answered
      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.
      Our family was referred to the oncology department at ************************ (AVC) Thrive Pet Healthcare.We made an appointment with Dr ************************ who was the oncologist that helped us. After the exam and blood tests we discussed a health plan. We decided to go with an oral chemo medication. She did the calculations with ******* weight and settled on 14-milligrams once a day. AVC only had 10-milligram capsules on hand and sent us out the door with that dosage. As soon as we got home we ordered the 14-milligram capsules from Wedgewood Mail Order Pharmacy. Dr ******* wanted a recheck of Murphys bloodwork after being on the medication for 30 days. This is where the problem arose. It took 10 days to obtain the mail order prescription which put ****** on the 14-milligram dose for only 7 days prior to his next exam/bloodwork. I called AVC and attempted to reach the oncology department. The first call t0 AVC, I was told they were too busy to take my call and I left a message. I waited two days without a phone call back. The second attempt was met with the same results. The oncology department is with patients and not able to talk with you. They again took my question and said someone would call me back. No Call! The third attempt was again met with they cant take your call. I attempted to elevate the call to the manager or someone who could answer my question. The manager wasnt available, but I was able to leave a message. I made the decision to cancel the appointment and find a different oncologist. This was not a complicated question, and they completely stonewalled me from getting my question asked. The prices they are charging at this practice should include a 2-minute follow-up call to the veterinarian.I did speak to the office manager who only explained the policy. I requested phone calls from both the practice owner and Dr ******** Would you believe it I havent received a call from either one. Still holding out hope that one or BOTH will call me back!

      Business Response

      Date: 01/18/2024

      I am very sorry to hear about your experience with our clinic. I have notified the director of the clinic about this matter and someone will reach out to you in a timely manner. Thanks! 

      Customer Answer

      Date: 01/26/2024

      Complaint: 21159284

      I am rejecting this response because: 

      The response did not resolve my complaint.  Still waiting on a phone call from the clinic in ************** and/or the parent company in *********** *****.  

      Regards,

      ***********************

    • Initial Complaint

      Date:01/17/2024

      Type:Billing Issues
      Status:
      Answered
      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 tried to reach out to the thriveplus team but to no avail, no one has bothered to contact me regarding my account. To date, I have used the Contact Us form on:1/5/24 and received confirmation of receipt.1/10/24 and received confirmation of receipt.1/10/24 emailed using their email address and received confirmation of receipt.1/16/24 emailed using their email address and received confirmation of receipt.There is no known phone number for the company. I found one on my credit card bill but no one answers, only allows for voice mail to be left. No one returns it either.I signed up for the pet program on 1/3/24 at 2:14pm and received a confirmation email. Had our pet appointment on 1/3/24 at 3:30pm and it recognized us as a thrive plus member but charged us full price for all items on the appt. The exam should be free, nail trim should be $6, and 10% off other services. This program cost $19.95 monthly and you have to continue it for one year before canceling it. My vet can't do anything because it is just offering the third party service.At this point, I feel thrivepet is not holding their side of the contract and should either adjust the original bill accordingly for what I paid for or refund my $19.95 and cancel the contract.

      Business Response

      Date: 01/17/2024

      Hi ****, I am sorry to hear about your experience with us. I will reach out to the clinic today and have them contact you to get this resolved asap. Thanks! 

    • Initial Complaint

      Date:11/27/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Subscription for three animals for veterinary care monthly automatic withdrawal. They don't have any service, don't answer their calls or call back, paying good money to insure pets health to a scam.

      Business Response

      Date: 12/04/2023

      We are very sorry to hear about your dissatisfaction with our membership program. We will cancel all three memberships and refund November and December. Thanks. 

    • Initial Complaint

      Date:11/06/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      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 was sold to sign up for thrive by my vet. Never did I know I was being upsold and had to sign a 12 month agreement for the services that were useless. I paid as much with thrive plus as I did without. I tried to cancel my membership when I found out this wasnt any benefit to me. I signed up based upon being told it was like insurance it isnt. I send an email saying I wish to cancel and get a auto reply saying they will get back to me in ***** hrs never happened and was billed again. I been duped into paying for a service that doesnt work locked me into a contract I wasnt aware of and cant get a response. I want to cancel and not be billed anymore for this scam of a company

      Business Response

      Date: 11/09/2023

      We are very sorry to hear about your frustration with the Thrive membership. Your membership will be canceled and we will get you refunded. Thanks!

      Customer Answer

      Date: 11/09/2023

      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:09/26/2023

      Type:Billing Issues
      Status:
      Resolved
      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 joined Thrive in August through Vanguard Veterinary and I was very dissatisfied with the outcome. They only took blood from my dog and said everything was fine and sent me on my way with the same issues as I came in with. The same day I cancelled Thrive because I did not like the service I received. I was charged again in September after cancelling in August. Per their terms and agreements I can cancel within the first 30 days with no penalty and a full refund. I am not being told I have to pay for all 12 months. When I reply back to their email stating their terms and agreements I dont get any response. I want my account cancelled. My money refunded and not to be charged anymore as I will not be using this service ever again!

      Business Response

      Date: 09/29/2023

      We are sorry to hear that you were not happy with your experience with Thrive. We are working on canceling your membership and you will be refunded through August. Thanks!

      Customer Answer

      Date: 09/29/2023

      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,

      ***************************

    Thrive Pet Healthcare is NOT a BBB Accredited Business.

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