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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

    • 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/23/2023

      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.
      Since the last enrollment period for membership (December 2022), I have been writing to cancel membership for two of my cats. I did not hear back the first time, the second time I got an answer saying they were backed up but offered no other information. I have not heard back from them since. There is no phone number listed which allows you to cancel membership. The one number I did find took me to a ****** Carpet Cleaning place where you had to enter a number to reach a person you already knew the name of, ie not Thrive ******** membership!They continue to take money from my account at ***** per month x2. When I try to log into my account, they say they don't recognize my account or email. However I am regularly getting emails with receipts for payment. The receipt has a link that takes you to your account, but there is no where that shows your account number or how to cancel.

      Business Response

      Date: 03/23/2023

      We are so sorry to hear about your issues with canceling your membership. I have been in contact with the membership department and they will cancel your membership and issue you a refund. Thanks. 

      Customer Answer

      Date: 03/26/2023

      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:03/13/2023

      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.
      On Sept 28/2022 I took my dog to Affordable ********** for his Rabies and to have ears cleaned. the vet had told me it was going to be $242.00 I said ok , She seem to be new because she was asking another for help on computer, then she took my dog into the back around 10 minutes later she returned with my dog and got on computer and printed out a copy and said I can pay up front , when I look at copy total was $449.18, I ask what is this and why did the total change . she said well one of the injections was $200 allow, I said I understand that. its that I made sure she give me price before they take my dog to the back .I asked why didn`t you tell me about price change before taking my dog to the back. she didn`t say anything I ask to talk to manger, she went to the back to call the manager after waiting awhile. they both came in the room and manager started explaining the charges , I told her I was only going to pay what she quoted me $242.32. because I did not approve those charges , the manager said ok we just wouldn`t give you the rabies certificate I told her thats fine ,I was already upset I paid the $242.32 . well seven months later I received a letter from them that they want $207.87 .I received letter Saturday 03/11/2023, I called them today Mon 03/13/2023 and explained to them what had happened and why they are sending me these charges , she told me they had tried calling me back in October which is not true. I explained to her I was not paying this, she toid me its ok because we already have you in collection . Im tired of these people that just want to take advantage of the elderly I do not have problems with hearing and vision.

      Business Response

      Date: 05/26/2023

      We will look into this matter and reach out to the client. Thanks! 

    • Initial Complaint

      Date:03/09/2023

      Type:Customer Service 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 have REPEATEDLY reached out to Thrive to get answers about my account and I continue to get the runaround. When I call the facility it directs me to ***************** Upon speaking to **************** if they are not knowledgeable about what I've asked they refer me back to the clinic. Both parties are referring ME to each other and NO ONE is assisting me! I have two accounts for my Shorkie which I should be working out of the one I initially began with. I am unsure why I was instructed to begin a new account by ***************** I called today to make a payment on the app but no one in **************** could assist me. I can't get on the website because it says I have the incorrect email address but that is not the case because **************** was able to verify that. I have been sending emails since 2022 about this but I have never gotten a response from anyone regarding making this correction. When you submit the email it says it's a 10-day wait but they NEVER get back to you and you then have to repeat the **************** again. I decided to visit an office without my pets to get some assistance but they referred me to call ***************** You get absolutely NOWHERE with this company! I pay $14.95 for each pet membership but can't seem to get the assistance I need. I want my Shorkie's profile information corrected (d.o.b., weight, vaccinations, and whatever else needs to be corrected). All of the information that is incorrect about my pets NEEDS TO BE CORRECTED meaning the data of birth, weight, and all other pertinent information! I want my email and password corrected so that I can access the online account with ease so that I don't have to call and get the runaround. I have enclosed all supporting documents and I am just amazed at how horrible this experience has been I have been a consumer since 2021 with my very first pet. I WANT EVERYTHING FIXED!

      Business Response

      Date: 03/09/2023

      We will reach out to the client and get this figured out asap. Thanks! 

      Customer Answer

      Date: 03/09/2023

      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. I do want them to fix what is wrong. They called me this morning and left a message and I called them right back and haven't heard from them since. I am still NOT able to log on to the website i can only log on to the payment website per the link they sent. It is still NOT resolved and I would like to get this resolved TODAY! 

      Regards,

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

    • Initial Complaint

      Date:03/08/2023

      Type:Product 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 sent an email on Jan 5 requesting cancellation of my dogs membership. Received an automatic response saying that they had a **** today wait but someone should get back to you. Feb 21 called the Decatur location and they also sent an email to customer service and still have heard nothing. *** automatic response.March 5, sent another email and have not heard anything.Every month they have charged me $20. I have spoken to ****** who I believe is the manager and she was very unhelpful. ******* a staff person there sent an email on my behalf and nothing as happened.

      Business Response

      Date: 03/09/2023

      Hi, I will make sure that this Thrive membership is canceled and that the credit card is refunded for the time after the initial cancellation should have happened. Thanks! Holly 

    • Initial Complaint

      Date:03/01/2023

      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 September of 2022, I realized I had duplicate memberships with thrive pet healthcare. They told me that they would refund me the duplicate charges and cancel the duplicate account. Since then, I have been charged every single month even though they said my membership was cancelled, and that I would no longer be charged. They will only accept customer service communication via email. But I have emailed twice in the alst month, each time waiting for the requisite wait time, and they have never responded. I would like my membership to ACTUALLY be cancelled, and to have my card refunded for the duplicate charges since september. In the documentation I provided below, you will see the september email purporting to confirm my cancellation and refund, and the charges they have made since september.

      Business Response

      Date: 03/01/2023

      I will make sure that this account gets closed and that you get a refund. I will reach out to you and we can go over how many months you were charged for the membership that need to be refunded. Thanks! 

      Customer Answer

      Date: 03/01/2023

      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. There are 6 months of charges.

      Regards,

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

    • Initial Complaint

      Date:02/07/2023

      Type:Product 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.
      On Thursday, January 26th, 2023, I visited Thrive **************** in ***********, **, for an appointment for my dog. She needed a physical exam, and routine heartworm tests and prevention. I had paperwork proving she was physically up to date for her rabies shot, and told everyone involved that I DID NOT want this vaccine. They took my dog to the back and gave her this vaccine anyway, without my consent. Then they forced me to pay for this vaccination. I am now asking to be reimbursed for the cost of the rabies vaccination that they gave my dog without my permission. The cost of this vaccine is $30. I just want this fee credited back to me.

      Business Response

      Date: 02/16/2023

      Hi, This complaint relates to a Petco owned clinic. We do not own this clinic. Thanks! *************** us why here...

    • Initial Complaint

      Date:02/02/2023

      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.
      My husband and I went to drop off our dog for surgery on 12/27/22 and was immediately met at the door with screams from the front desk attendant, ****. She informed us that the vet had a death in the family. We were l never informed and tried to convey this message but was yelled at repeatedly. Subsequently, I left the office because I was not going to be yelled at by anyone. My husband spoke with the woman and she mentioned that we could come in the next day, the 28th. Upon his arrival on the 28th, he informed the other front desk agent/manager ******* of ****'s behavior and she denied it. My husband got on the phone with me and had me speak with *******. I tried to explain the situation and she finally indicated that her staff is very friendly. I explained not in that moment of panic. The phone cut off and then I called back again. This is when we were informed that they would not conduct the surgery. We were denied service for bringing things to their attention. This is discrimination and a violation of of our right to speak up as a customer. I paid a great deal of money on December 3, 2022 to prep for the surgery and now can't. I would like the funds spent at the facility retruned.

      Business Response

      Date: 02/17/2023

      I am going to reach out to the client today to gather some additional information and see if we can't resolve this complaint. Thanks. 

      Customer Answer

      Date: 02/24/2023

      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:01/30/2023

      Type:Customer Service 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 Thrive Pet by the suggestion of my veterinarian. This service is a monthly subscription that provided my pet discounts on services. I signed up on September 19, 2022. In December I tried to log into my account to cancel renewing the subscription for another year. I realized the service did not provide any option to do this online. I read the company's terms on cancelling, No phone number on their website or terms of conditions. That was concerning, I looked at my invoices, they list number ************. The following are dates I called and left messages Dec. 23, 2022, Dec. 27, 2022, Dec. 28, Jan 2, Jan, 3, Jan 14, Jan. 19. I called my veterinarian and asked if they had a contact number for Thrive Pet or could they cancel the service. I was told that they did not have a contact number and that they also have to send emails to reach them. The ************ were to email them at thrivepet.com to cancel or send them a letter to the address. Since were in the technology age I sent the email on Dec, 23 requesting to cancel the services due to a force payment to another card that was not provided to them to charge for the service. I received a bounce back generic message about the company being backed up and it taking 10 business days to respond to messages and cancellation request. On Dec 28 I sent another email providing my number and stated I would call to follow up (hence the calls above). I submitted a request to cancel using the companies online "contact" us form that offers that as an option for the form. As of this complaint no one has contacted. This is questionable policies and feels like a scam tactic, They gain personal and credit card information for a monthly subsciption that you're locked into for 12 months, in the *** I find out it will automatically renew. On Jan. 27th I took my cat to the vet and they told me the service had been cancelled, I explained because I cancelled the payment option on file until someone contacts me.

      Business Response

      Date: 02/16/2023

      Hi, I have been in touch with ******** and I am working on getting her membership canceled and the fee refunded. Thanks. *************** us why here...

      Customer Answer

      Date: 02/24/2023

      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:01/26/2023

      Type:Customer Service 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 three months of trying to get someone to talk to, or even respond once to my emails, I have come to the conclusion nobody really manages or works for Thrive plus pet. They are partnering with our local Veterinarians all around the country yet you cannot switch plans, cancel plans or even ask any type of questions theough the company you pay directly from an automatic bank withdrawal from Thrive plus pet co. They state that call and email volumes are high so it could take up to 10 days to respond. That was 3 months ago. They are liars scamming people out of money They say you can cancel if ypur pet dies but that is not true. They continually take $15 out for each pet you signed up for and never offer a phone number anywhere or an email returned one. Others should beware.

      Business Response

      Date: 02/17/2023

      I was able to speak with the client and her membership has been canceled. I am also working on getting her a refund. Thanks. Tell us why here...

      Customer Answer

      Date: 02/24/2023

      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:01/10/2023

      Type:Customer Service 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.
      It is impossible to cancel the thrive membership after multiple emails. We dont have the cat called Banana Cream anymore, and it is not normal to pay for something we dont have. I tried to cancel since two months and used their contact email as per the contracts . No one answered.I want a refund for the past two month (14.5x2 ) 30 dollars and want my membership cancelled immediately.Crazy that it is impossible to cancel *********************************

      Business Response

      Date: 02/17/2023

      I emailed ******** and tried calling his phone number. I will continue to reach out until we can get this membership canceled and get him a refund. Thanks. 

      Customer Answer

      Date: 02/24/2023

      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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