Complaints

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

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  Banfield Pet Hospital

  18101 SE 6th Way Vancouver, WA 98683-7509

• 

  Banfield Pet Hospital

  7501 SW Dartmouth St Tigard, OR 97223-8655

• 

  Banfield Pet Hospital

  14405 NE Fourth Plain Blvd # 124 Vancouver, WA 98682

• 

  Banfield Pet Hospital

  130 SE 192nd Ave Vancouver, WA 98683-9504

• 

  Banfield Pet Hospital

  7535 SW Barnes Rd STE 109 Portland, OR 97225-6269

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:07/03/2025

  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 am a paying member of Banfields Optimum Wellness Plan. During a recent visit, the veterinarian was extremely aggressive toward me and my girlfriend, made inappropriate comments and gestures involving my dog, and refused to provide proper care. Instead of de-escalating or addressing the issue, the on-site manager simply removed us from the facility mid-appointment without ************** dog was then labeled bad in the system, which is both inaccurate and discriminatory. I later spoke with a field manager who admitted this was mishandled and said the vet involved is on his way out. She was clearly concerned and even personally scheduled a follow-up. However, Banfield corporate still refuses to cancel the remainder of my wellness plan contract despite denying service and violating their own standards of care.I have requested cancellation without penalty, submitted formal complaints, and am now preparing to file with the California Veterinary Medical Board if this isnt resolved fairly.I am requesting immediate cancellation of my wellness plan without penalty, removal of the bad dog label, and accountability for the staff involved. This was a clear failure of professional and ethical standards.

  Business Response

  Date: 07/03/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Banfield Pet Hospital prides itself on providing excellent client service and quality medical care for Pets.  One of the most important criteria for the delivery of veterinary medical care at Banfield is a polite,effective, comfortable, and open avenue for communication with our clients.  Additionally, shared confidence between client and doctor is an essential component of an effective veterinary-client-patient relationship. 
  
  We have escalated this concern to the local Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days to discuss your concerns and your desired resolution.
  

• Initial Complaint

  Date:07/01/2025

  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.

  On May 12, 2025, my cat ****** had his first visit at Banfield **** ******** location) and was enrolled in their Optimum Wellness Plan.I dropped him off for care.Later that day, my husband picked him up and paid for the visit, 8 cans of prescription food,medication,and what we were told was the first month of the plan totaling over $****** no point during drop-off or checkout were either of us told we were entering a 12-month contract.We were verbally told it was a month-to-month plan and cancelable at any ******* one showed or reviewed a contract, and nothing was ********* husband believed he was paying for a one-time visit and services.On June 12, 2025, ******s condition worsened. We brought him to the ************* location, where we were told he had a urinary blockage. We couldnt afford the $1,500+ estimate, and ****** was euthanized that evening. It was devastating.On June 16, my husband returned to request a refund for the June 12 visit. He was refunded $109, and staff told him the plan had been canceled. He said yes, thinking the matter was resolved. I had also disabled auto-renewal in my Banfield account. Neither of us realized Banfield was implying a contract cancellation requiring a lump-sum payoff. At that time, we had no reason to believe more charges would occur.We were grieving and believed everything was ********** our shock, on June 26, Banfield charged my husbands card again for a pet who had passed away.Thats when we reached out and were told (for the first time) that this was a 12-month binding agreement and we owed either the remaining payments through May 2026 or a lump sum of $597.16.Banfield has since repeated this policy in both email and phone calls, but they continue to ignore the real problem:We were misled at enrollment (told it was month-to-month).We were never shown or signed a contract.We were never told cancellation meant paying out a balance.They continued to charge us after our pet passed and after a refund had been issued.

  Business Response

  Date: 07/01/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.  We have escalated this concern to the local Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  Date:06/25/2025

  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 started a plan for my dog for 1 yr from June 2023 to July 2024 like I have done it for the last 14yrs. with Banfield Pet Hospital here in *****, **. I usually get it just for 1 yr and never have renewed it or has giving any authorization to do so. But for some reason they did last August, they claimed all kinds of things but none of them make sense. The years before I got a plan they have giving me a copy of the contract, but I notice in 2023 and it was very unusual that they didn't give me any paperwork of it, they just refer me to the email of the account. Previous years they were very clear about the main points of a contract but in 2023 it was very important for them to show them a driver's license (they have never asked before); so they were all about the details when it came about covering their contract but never mentioned any changes or mayor obligations for the customer or give me a contract in Spanish, English is my second language.Nationwide companies like this one CAN'T operate with predatory policies! They have to give the customer all the tools to make it clear about their contract! No everyone has the opportunity to go to collage a be sabya about contracts and once again this last time they never gave a copy of the contract! Under the excuse of "saving the planet"

  Business Response

  Date: 06/30/2025

  We have no record of an Optimum Wellness Plan for a client by the name of ******** ****. Please provide us with the client's name, phone number and pet name on file so that we can location the account and address your concerns. 

• Initial Complaint

  Date:06/25/2025

  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.

  Do not trust Banfield Pet Hospital located at ***************************************** We trusted Dr. ********* ******* the veterinarian who diagnosed, treated, and performed surgery on our dog. On May 25, 2025, Dr. ******* diagnosed our pit bull ***** with a mass cell tumor and she recommended surgery to remove the alleged cancerous tumor and skin tag. Upon removing the tumor, a histopathology (biopsy) would determine a high or low grade of cancer. On June 9, 2025, we returned our dog for surgery. Immediately, following the surgery I noticed how poorly Dr. ******* had stitched our baby. Granted that she was still swollen from the surgery. However, the stitches were placed poorly. We kept a close eye on the surgical area to ensure it was not bleeding. There were several external stitches or non-absorbable stitches hanging outside the wound. Again, I stressed that the stitches holding this surgical wound together looked horrible and was poorly stitched. Resulting in ugly scarring. For approximately two weeks the surgical wound appeared to have pus, drainage, redness and was not healing properly. I returned ***** on Monday, June 23, 2025, to removed the stitches. After removing the stitches and providing the results of the biopsy. The doctor never came out to discuss the results/microscope findings (low grade 2 tier)with me. In fact, thats when I expressed my concerns about the poorly placed stitches to the veterinarys staff member. This lady instantly implied stitches look bad on humans and suggested that ***** may have pulled her stitches. I reassured her that ***** was curious about the wound but did not cause any damage to the area. (***** has been wearing clean t-shirts to cover the surgical area as shown and instructed by the doctor). Again, I asked was the doctor coming out to speak to me, because I had questions about the stage 2 cancer. The doctor never came out to address my concerns. I am returning her in the morning to remove this overlooked stitch.

  Business Response

  Date: 06/30/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  While we appreciate every opportunity to review, discuss and address our clients concerns, the discussion of a patients care is best done directly between our practitioners and the client. We do have documentation that a conversation occurred between this client and leadership at our hospital on June 26, 2025, and it appears the conversation was resolved.
  
  If there are ongoing concerns, we encourage Ms. ***** to continue to speak and work directly with our team at the hospital. If an escalation to our Field Leadership that oversees the hospital, that request can be made directly with our team at the hospital as well.
  
  

• Initial Complaint

  Date:06/25/2025

  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.

  My pets have been needing a refill on their heartworm and flea protection. I, along with the pharmacist at ****** have been trying to get this completed for almost a week. I have left numerous requests for a supervisor to return calls with no response. This is unacceptable and puts my pets at risks for health issues. At this point I want a refund for my pet plan that I pay monthly as the services are not being provided.

  Business Response

  Date: 06/30/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  While we appreciate every opportunity to review, discuss and address our clients concerns, the discussion of a patients care is best done directly between our providers and the client. Our medical notes for the Crossfield/***** family do indicate that our doctor has been trying to contact the family as recently as June 27, 2025, to discuss what is needed to refill the prescriptions for both Bandit and Smokey.We respectfully request that they return the call from our doctor in order to be able to get the prescriptions filled and refilled moving forward.
  
  
  

• Initial Complaint

  Date:06/21/2025

  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.

  On April 21, 2025, our dog underwent a lengthy dental procedure at Banfield Pet Hospital in *****************, *******, during which multiple tooth extractions were performed under anesthesia. Upon waking from anesthesia, our dog had developed a severe eye ulcer. Banfield provided two eye medications to be administered every four hours until the follow-up visit, creating a significant burden on our household. The overseeing veterinarian followed up afterward, expressing regret, stating that this had never happened before under her care, and assuring us that Banfield would be reviewing the procedure to determine what went wrong. We immediately sought treatment from a veterinary ophthalmologist. The specialist diagnosed additional complications related to the original injury, which Banfield had not identified. Additional medications were prescribed. Over the next two months, our dog required multiple visits to the specialist to resolve the injury fully. At the final recheck, the ophthalmologist officially determined that the injury resulted from improper ocular management during anesthesia, a finding documented and shared with Banfield. Upon consultation with other veterinarians, we have learned that this eye injury is highly atypical and entirely preventable with proper eye lubrication administered in accordance with standard anesthetic protocols. Despite clear medical evidence linking the injury to Banfields anesthetic procedure, the hospital refuses to reimburse the cost of the dental procedure. Banfield has offered to reimburse the costs associated with ophthalmologic care; however, they continue to assert that the dental procedure met their standard of care. We strongly disagree. They have not provided any documentation showing that standard eye protection protocols were followed. Our dog suffered a preventable injury while under Banfields care. We believe Banfield should take full financial responsibility for the consequences of their negligence.

  Business Response

  Date: 06/26/2025

  Thank
  you for providing us this feedback and the opportunity to review and address
  these concerns. Banfield strives to partner with every client to provide
  quality medical care and client experiences, and we
  appreciate the opportunity to respond to concerns. 
  We are
  sorry for the complications that you and Copper have experienced in our
  hospital. I do see that you have been working with our Practice Manager who has
  already agreed to the reimbursement of charges you describe in your email.
  
  We are
  escalating this to our local field leadership including our Director of
  Veterinary Quality to work with you directly to find a mutually agreeable
  resolution.  You
  should expect to hear from them in the next 3-5 business days.

• Initial Complaint

  Date:06/20/2025

  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.

  The Banfield Pet Hospital. I went there to get my pet two different vaccinations. The nurse convinced me to sign up for an insurance plan for my pet. She did not explain to me everything that was to know about the plan. She told me I can cancel at any time, and that I was only going to be charged $40 at month just to keep the insurance. She never once allowed me to see the details of the plan, and when I went to pay nothing was given to me until after I signed electronically thinking I was signing for payment. Now I try to cancel, and they are trying to charge more than $400 for cancel the insurance plan?? I also call my husband before I agree to anything and he asked the same question to the nurse about the cancellation. She said you can cancel at any time and there are no other changes. This place in ********* is scamming people, and they do not want to make things right for their customers. Please help me

  Business Response

  Date: 06/26/2025

  Thank
  you for providing us this feedback and the opportunity to review and address
  these concerns. Banfield strives to partner with every client to provide
  quality medical care and client experiences, and we
  appreciate the opportunity to respond to concerns. 
  After
  review of this situation, it appears that our Shift Lead at the Hollywood
  hospital has been working with Ms. David to resolve this situation and is
  working to have the Optimum Wellness Plan cancelled at no further cost to the
  David family. Please continue working with the Shift Lead at our hospital to
  ensure this is handled.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair 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 pet has been going to this business for three years for his health needs. Over the last three years, I have been paying for their wellness plan monthly. However, my pet has not receiving the care needed due to inadequate staffing, appropriate handling measures (he is a big breed sized dog) and the location admitted to lacking the necessary equipment needed to properly care for their clientele. Even during the months that my dog has been seen by the doctor or veterinary assistant, I have been paying still. Even from the last few visits, an associate has not handled nor has anyone sole individual outside of me has touched or come in direct contact with Cairo. The manager however has complained that a resolution couldnt yet be reached because a member of their team was bruised by my pet during a visit.

  Business Response

  Date: 06/24/2025

  Thank
  you for providing us this feedback and the opportunity to review and address
  these concerns. Banfield strives to partner with every client to provide
  quality medical care and client experiences, and we
  appreciate the opportunity to respond to concerns. 
  While we appreciate every opportunity to review,
  discuss and address our clients’ concerns, the discussion of a patient’s care
  is best done directly with the client and the care provider directly. We have escalated this concern to the local Field Leaders to follow up
  with you. We have instructed them to do so within 3-5 business days to discuss
  your concerns and your desired resolution.

  Customer Answer

  Date: 06/25/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23494051, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Kayla Shipley

• Initial Complaint

  Date:06/19/2025

  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.

  To Whom it May Concern at Banfield Pet Hospital,We entered into a one year Optimum Wellness Plan for our three year old dog ***** on June 7, 2025 at your ************ office. The next day we saw that he was in distress and had ****************** and breathing. We took him back to your ************* to see if maybe he was having a bad reaction to the two vaccines he received the previous day. As you can read more in ******* GoFundMe below, his back legs weren't working and he was barely able to breathe on the way to the *** At the *** he was sedated and the ** vet said that unfortunately he recommended euthanasia because ***** had suffered a severe injury to his lower back that would require surgical intervention that had a low likelihood of success. He said that stabilizing ***** and the surgery alone could add up to $30,0000 with grim prospects of recovery. After following his recommendation, our regular Sunday turned into a nightmare of letting our baby boy go. Thus, I am writing to you to ask for a reconsideration of that decision that we need to pay $394 for a year of services for an animal that has passed away. Our view is that a fair result is that you cancel the agreement based on the idea that the vast majority of pet owners would be shocked that you think it is a good business practice to ask traumatized pet owners to pay $394 for 364 days of a wellness plan for a dead dog. I think it would generate good will and reflect well on your business especially in light of the fact that a 2013 class action against you said that Banfield "aggressively upsells unnecessary services" in the **** ************************************************************************* CC: Banfield Pet Hospital Delray ************* *******-******* ********************** Full letter here: ************************************************************************************************

  Business Response

  Date: 06/24/2025

  Thank
  you for providing us this feedback and the opportunity to review and address
  these concerns. Banfield strives to partner with every client to provide
  quality medical care and client experiences, and we
  appreciate the opportunity to respond to concerns. 
  We are
  deeply saddened to hear of Daimon’s passing. It is always difficult to lose a
  pet, and we absolutely understand that the unexpected circumstances surrounding
  Daimon’s passing make this even more difficult. We do hope that the resolution
  offered here will be helpful in allowing the Aguilar family to move forward.
  Optimum
  Wellness Plans (OWPs) are customized packages of pet care services. Designed to
  provide annual preventive care to help keep pets healthy, wellness plans
  include nose-to-tail exams, vaccines, early screening diagnostics, parasite
  control and prevention, professional dental care, 24/7 access to PetChat™
  on-demand support on the Banfield app and more. Since wellness plans are not
  insurance, they do not include treatment for unpredictable or abnormal
  conditions; however, discounts would apply. The OWP package of preventive care
  services is designed to be delivered over the course of a year and at any
  Banfield Pet Hospital. Clients can elect to spread the cost of the OWP over a
  year with monthly payments or they can choose to pay up front for the entire
  annual cost of the OWP.
  A
  client can cancel an OWP at any time but if cancelled four or more business
  days after the effective date, Banfield is entitled to recover the lesser of
  (1) retail value of services and discounts used under the OWP minus the monthly
  payments made or (2) remaining monthly payments due under the term of the
  OWP.  This method of cancellation does
  apply regardless of the reason for the cancellation – including the passing of
  a pet.
  
  For
  the Aguilar’s family pet Daimon, prior to his having passed, $655.91 worth of
  services and discounts were received through the plan. One payment of $50.85
  was made by the Aguilar family towards this expense.
  When
  Daimon was seen at the emergency hospital (not affiliated with Banfield) he was
  diagnosed not with an adverse reaction to vaccines, but with intervertebral
  disc disease and respiratory challenges – consistent with problems that are
  common in this breed of dog.
  Upon hearing of his passing, our contact center and practice manager attempted to work with the Aguilar family and waived the majority of the costs associated with the Optimum Wellness Plan. The Aguilar family did not find this to be adequate.
  In the
  interest of moving forward from here, Banfield has waived the remaining
  payments and cancelled the plan for Daimon. We do hope this is helpful in
  allowing the Aguilar family to move forward from here.

• Initial Complaint

  Date:06/17/2025

  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.

  December of 2024 I brought my dog to the Banfield location for evaluation of Lameness. The doctor told me that I needed to go to another practice, referred me to them, and told me in so many words that I would have to put my service dog down, or pay 5000 dollars to another practice that I was referred to, after I bought a couple hundred dollars in medicine. I was wished well and was discharged from the practice, or so I thought.Banfield has not stopped charging me since they referred me to another practicfe that could provide the procedure, and although the well plan works to pre-pay some procedures, there is generally ALWAYS a bill in excess of ******* dollars, even using the most comprehensive plan they have available, and not asking for anything out of the ordinary.Providers and doctors have been billing me for stuff they cant do, and didnt do, and want me to pay a delinquent bill for services not rendered. I want to be refunded for all the covered charges that I was billed for, and I want the account to be settled, because it will be another 300 dollars once I get to the exam room. While it may be a pre pay account, it is not billed correctly to term after 5 years of doing business with banfield. The providers do irresponsible things like agitate my dog, then say he needs to be sedated, try to push needles into his neck/jugular while he is in my arms after agitating the dog, then scolding me for not knowing what Im talking about because shes a vet tech. I have even been threatened with assault by dog trainers because I was in the store picking up dog food for my service animal in the summer of 2020.Banfield bills too much, and doesnt fix thier mistakes, then hopes you dont say anything about post pay, otherwise you owe. This business has put me and my service animal in more financial risk and health risk, than support for medical needs.

  Business Response

  Date: 06/24/2025

  Thank
  you for providing us this feedback and the opportunity to review and address
  these concerns. Banfield strives to partner with every client to provide
  quality medical care and client experiences, and we
  appreciate the opportunity to respond to concerns. 
  
  Banfield Pet Hospital is a Full Service
  Provider of Veterinary Primary Care. Similar to what many people are used to in
  human medicine as a Family Practitioner. When specialty, advanced, emergency or
  overnight care is needed, we will often refer our clients to other practices
  who focus on that type of care allowing us to excel in the many aspects of
  Primary and Preventive Care Services.
  
  Optimum
  Wellness Plans (OWPs) are customized packages of pet care services. Designed to
  provide annual preventive care to help keep pets healthy, wellness plans
  include nose-to-tail exams, vaccines, early screening diagnostics, parasite
  control and prevention, professional dental care, 24/7 access to PetChat™
  on-demand support on the Banfield app and more. Since wellness plans are not
  insurance, they do not include treatment for unpredictable or abnormal
  conditions; however, discounts would apply. The OWP package of preventive care
  services is designed to be delivered over the course of a year and at any
  Banfield Pet Hospital. Clients can elect to spread the cost of the OWP over a
  year with monthly payments or they can choose to pay up front for the entire
  annual cost of the OWP.
  A
  client can cancel an OWP at any time but if cancelled four or more business
  days after the effective date, Banfield is entitled to recover the lesser of
  (1) retail value of services and discounts used under the OWP minus the monthly
  payments made or (2) remaining monthly payments due under the term of the
  OWP. 
  
  For
  Mr. Molter and his dog Yuma,
  In December of 2024, Yuma was diagnosed with a damaged cranial cruciate ligament by Banfield’s medical team – and referred to an orthopedic specialist for surgical correction of that abnormality. This was done with the expectation that they would return to Banfield for their ongoing preventive care needs.
  Prior to this occurring, Yuma had received $613.75 worth of services and discounts on the current year’s plan.
  Mr. Thomas stopped paying towards the plan after 2/5/2025 until speaking with our contact center when he paid of the remainder of the plan on 6/17/2025
  At this point, Mr. Molter has paid $659.40 towards that plan.
  In
  response to Mr. Molton’s request through the BBB, his plan has been cancelled
  and his credit of $45.65 is being sent to his address by check.