Complaints

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

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Thrive Pet Healthcare has 482 locations, listed below.

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  Thrive Pet Healthcare

  1211 Austin Hwy San Antonio, TX 78209

• 

  Thrive Pet Healthcare

  800 W Cesar Chavez St # B100 Austin, TX 78701-4008

• 

  Thrive Pet Healthcare

  520 Grapevine Hwy Ste 400 Hurst, TX 76054-2830

• 

  Thrive Pet Healthcare

  9828 Great Hills Trl Austin, TX 78759-6391

• 

  Thrive Pet Healthcare

  12651 Vance Jackson Rd Suite 119 San Antonio, TX 78230

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:09/20/2023

  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.

  This company is a total scam. I moved to a new area, and similar to other complaints, made an appointment for a vet for an emergency tooth check-in at **************************** in ********** and was sent an email to sign up for thrive to save time. I figured Id do it to save money, was a big mistake. I went a total of two times to this vet (1 for the check-up) where I was told wed need to extract the tooth and the second to extract the tooth. This is the only vet in my area that takes this program and they ended up charging me 2k to then say they didnt need to extract the tooth. Since then I have tried to get even the basic nail trim advertised and the wait time is 3 months. I reached out to thrive plus explaining the situation after paying 7 months of this membership that I cannot cancel, and they just said I am forced to pay the remainder and there is no way to cancel or schedule a cancel. This is bad business and should be legally liable because cancelling is not easy and misleading. I want to cancel this membership and tell everyone to not use it. I can provide documentation if needed.

  Business Response

  Date: 09/22/2023

  We are very sorry to hear about your unhappiness with our clinic and membership program. We will be reaching out to you to discuss this matter. In the meantime. your membership will be canceled. Thanks. 

• Initial Complaint

  Date:09/14/2023

  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.

  I am writing to formally bring to your attention several issues that I experienced here, which fall within the purview of marketplace interactions.Unforeseen Costs and Billing Issues: I was presented with a bill that included undisclosed fees, almost doubling the anticipated cost. No prior notification or itemized breakdown was provided, which I find inconsistent with best practices in customer service and billing transparency.Service Delays: I was granted an appointment time of 3 pm, considering my case was an emergency. I waited for more than an hour without any clear communication about the delay. While I understand that unexpected situations may arise, timely and transparent communication is crucial in any service industry, especially in veterinary care.Service Quality: My pet was misdiagnosed, and an incorrect medication was almost administered. These issues were only averted due to my personal intervention. This suggests a lapse in the quality of service provided.The combination of unexpected charges, lack of communication, and service quality issues has led to a dissatisfying experience that prompts this formal complaint. I kindly urge you to review these practices to ensure better customer experiences in the future. Additionally, I would like an itemized breakdown of the bill and an explanation for the additional charges.I look forward to a constructive resolution that addresses these concerns adequately.*********,*****************************

  Business Response

  Date: 09/14/2023

  We are very sorry to hear about your experience with our clinic. We will be reaching out to you to resolve this matter. Thanks.

• Initial Complaint

  Date:09/06/2023

  Type:Billing 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 paid a deposit of $125 for grooming via phone call. I travelled out of the country and my flight was delayed. Came back with COVID like symptoms. Took medications and fell asleep, woke up to missed calls from the animal hospital. I called them around 4pm and they close at 7pm to ask if I can reschedule since I was exposed to COVID and Im having flu like symptoms and pain. I even ask if they wanted proof. They refused and stated they have charged me a $75 cancellation fee. I told them I havent signed any contract stating there was a cancellation fee and aak if I could bring the dog today even thou Im not well but they refused.

  Business Response

  Date: 09/07/2023

  We are sorry to hear about your dissatisfaction with your appointment. We will reach out to you in an attempt to resolve this matter. 

  Customer Answer

  Date: 09/12/2023

  Complaint: 20559416
  
  I am rejecting this response because:
  The company havent reached out to me to resolve this.
  Regards,
  
  ***********************

  Business Response

  Date: 09/22/2023

  Hi, It sounds like you have been refunded regarding this matter. How else can we help you? Thanks. 

  Customer Answer

  Date: 09/22/2023

  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:08/21/2023

  Type:Billing 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 had a vet appointment scheduled for 8/7/23 at ********* ranch location. I made the appointment with ******* over the phone and took off work for an urgent case with my dog. To save time I signed up for the thrive plan before going in. When I went into the office ******* notified me that she made an error and scheduled my dog on the wrong day and they could not see me. My dog had to be seen that day since I took off work so I took him to another vet which he will be staying a patient at. I told **************** needed to not have the wellness plan and if we could cancel it since it was never used and since they made a booking error that caused me to go to another vet. She told me to email. I emailed thrive (which is is the only contact method) on 8/7/23 the same day the membership started and was told I would have an answer within ***** hours which it has been well past. There is no other way to contact. The other issue I have faced is that the membership was charged twice on my card on error and again there is no one to call to speak about. I am extremely frustrated and recommend anyone to stay away and go to a local vet office that has a true customer service department.

  Business Response

  Date: 08/28/2023

  Hi *************, We are so sorry to hear about this issue. We will immediately cancel your membership and refund you for the two months that you were charged. Thanks. 

  Customer Answer

  Date: 08/28/2023

  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:08/14/2023

  Type:Billing 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.

  On 8/11/23 I called THRIVE pet Healthcare **** ****************, ******* ** because my cat had an accident and needed to be seen. I always go to this clinic and have been paying for the THRIVE membership $14.95 monthly. . The clinic didn't have any openings. They referred me to the ******************************* at ******************************************* location but failed to tell me this location wasn't part of the THRIVE membership program that offers reduced costs. Also when checked in at ************* The staff failed to share they weren't part of the membership, I was forced to pay $406.36. With the membership i believe the exam and clinical support should have been free and the ear cleaning and labs costs should have been reduced Please investigate because I shouldn't have to pay this outrageous amount. Thank you

  Business Response

  Date: 08/15/2023

  We are so sorry to hear about this issue. The clinic will reach out to you for a quick resolution. Thanks! 

  Customer Answer

  Date: 08/16/2023

  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.

  If after speaking with Thrive, the resolution is unsatisfactory, I will notify the Better Business Bureau

  
  Regards,
  
  *******************************

• Initial Complaint

  Date:07/27/2023

  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.

  I"ve been trying to cancel my membership with Thrive ************* for six months. They have no customer support number. They do not reply back when I send an email. They continue to charge my account although I no longer live in ******, *****. I would like reimbursment for the charges and for them to cancel my membership.

  Business Response

  Date: 08/02/2023

  We are so sorry to hear about this issue with our membership program. Your account will be canceled and the appropriate months will be refunded. Thanks. 

• Initial Complaint

  Date:07/24/2023

  Type:Order 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 signed up for thrive pet health care in April 2022, when signing up I was told I would have to have membership for a year, now that over a year has gone by I am trying to cancel my membership, I made several attempts to cancel online and was unsuccessful, then I sent an email no reply, I send a second email and their response is that I am under contract for another year, however when I signed up I was told I only had to do a year then I could cancel anytime. I need a refund for the past 3 months. The prgram is not even worth it is a waste of time and money really.

  Business Response

  Date: 07/24/2023

  We are so sorry to hear about your frustration with canceling your membership. We have notified that department and they will reach out to you and get this resolved quickly. Thanks. 

• Initial Complaint

  Date:07/05/2023

  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.

  Thrive bought the small local vet I've been using for more than 20 years. The business model has changed from the vet using common sense approaches to pet treatment, to running up the bills with testing, testing, and more testing. In one case, I was quoted one price for treatment, and the final bill was 50% more. In another case, my cat was tested without prior approval. In another case, I approved an add-on test that was supposed to cost a nominal amount. The nominal amount they ultimately charged me was over $200, for a test that cost <$50 on the open market. After running up all these bills, my pets ultimately needed euthanization. The practice is predatory.

  Business Response

  Date: 07/05/2023

  We are so sorry to hear about the loss of your cat and your unhappiness with your experience at Thrive. We care deeply about our clients and understand that our pets are part of our families. It is my understanding that you do not want to be contacted by the clinic. I will reach out to the director of the clinic and pass along your complaint and make sure that you are not contacted. Again, we offer our deepest sympathy on your loss. 

• Initial Complaint

  Date:04/06/2023

  Type:Billing 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.

  My dog was to have a dental cleaning. The provided estimate was for a low of $ ****** and the high was for $ ******. During the procedure the vet determined 3 teeth needed to be removed. The vet contacted me after the procedure started and stated the additional cost to remove the 3 teeth would be a couple of hundred dollars The vet says she stated the additional cost would be several hundred dollars . I agreed to the additional cost because the money was not important in relation to the original estimate. When I picked up my dog, the actual additional charge was for $ ******* (based on the high estimate ). This amount charged is approximately 6 times higher than the verbal estimate I was provided. The vet was unwilling to negotiate and unfortunately the office manager was not in the office.

  Business Response

  Date: 04/10/2023

  Hi ******, I am sorry to hear about your unhappiness with your dental invoice. I am going to reach out to the clinic and research this matter. Someone will be in contact with you. Thanks! 

  Customer Answer

  Date: 04/10/2023

  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:03/28/2023

  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.

  On Tuesday, February 21st, 2023- DS was seen by specialists for an ultrasound- we were informed that results would be back within 48 hours.This ultrasound was referred by our veterinarian at **********************. On Thursday, February 23rd, 2023, I placed a call to office to inquire about ultrasound results. My first phone call on this day went unanswered, my second phone call was met with 'no, we do not have the results.'On Friday, February 24th, 2023,my husband called to inquire about ultrasound results.Two of his phone calls went unanswered, the third was placed on hold for 17 minutes, then disconnected.I left a voicemail on Saturday, February 25th, my husband left a message on Sunday, February 26th- neither of which have been returned to date.On Tuesday, February 28th, I called and essentially begged to know if the results were in. I was abruptly told that someone would need to call me back- this never happened.On Wednesday, March 1st, my husband finally connected with someone who looked just a little further into things. He was informed that the results of the ultrasound came in on THURSDAY, FEBRUARY 23RD- the very first day that I called for information. The response on this day was 'oh, this should be sent to your vet's office.' ************ left an animal's life hanging in the balance and delayed extremely important treatments by more than a week. I was told by the canned general response to call the office to discuss this- I have made more than a dozen attempts to reach this office since last Friday. 5 unanswered calls, 2 disconnections, 3 messages left, and 2 times that I was 'transferred' but truly just hung up on. I emailed the client service liason and stressed that I will only communicate with them in writing, as I do not trust this business at all. They've gambled with my DS'S life too much- I need a record of what they say. They refuse to communicate with documentation- and insist upon phone conversations.

  Business Response

  Date: 03/22/2023

  Thank you for taking the time to bring this to our attention. We take this issue seriously and would like to discuss it further. A client service manager will be reaching out to you via email. 

  Business Response

  Date: 03/29/2023

  I am sorry to hear about this issue. I will reach out to the clinic and client and some resolution. Thanks. 

  Customer Answer

  Date: 03/29/2023

  Complaint: 19629965
  
  I am rejecting this response because: this isn't a resolution of any sort.  It is simply a copy and paste response from the company, which I have received plenty of from Veterinary Specialists and ********* Services of Rochester.  This is simply the business saying that they received the complaint.
  
  Regards,
  
  ***********************

  Business Response

  Date: 04/10/2023

  Hi ******, I have the clinic looking into this issue. They are going to reach out to you as it looks like you may have the phone numbers confused. We want to resolve this issue for you as quickly as possible. Thanks! 

  Customer Answer

  Date: 04/12/2023

  Complaint: 19629965
  
  I am rejecting this response because: I do not have any phone numbers confused.  I know which dates, time and phone number that I called from, as well as that my husband called from, as well as which number was dialed each time.   There is no confusion on my part about the phone numbers or your business practices.

  
  
  Regards,
  
  ***********************