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:08/24/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased the gold optimal wellness plan for my senior dog in August of 2021. we scheduled appointments when she needed care as I found that the appointments they were wanting us to schedule were not actually covered by her plan. her last visit was in April of 2022. At that appointment I had informed the receptionist that we would be moving and wanted to cancel the plan. she said that she would turn off the auto renew but that we would have to pay out this year's plan. unfortunately our precious girl pass in July. I was checking my bank statements today and see that I was charged. I checked my account and found that it just renewed on the 7th and that even if I cancel the plan it is still going to charge me 60 dollars a month for the next year. I know that I am not going to be using it because my dog is dead. Banfield is going to pocket 60 a month for the next year from me for 0 services and I get to think about my dead fur baby each month when it hits my account.

  Business Response

  Date: 08/27/2022

  While the *** for ******* did renew on 8/7/22, as there were no record of the *** being set to not renew, it was cancelled at no cost and the monthly installment withdrawn in August was refunded to the card on file

• Initial Complaint

  Date:08/19/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am complaining about the *********, ** branch of Banfield Pet Hospital today. On June 23, 2022 I had my dog's teeth cleaned at Banfield as part of his Optimum Wellness Plan package. The total cost of this package for year is $623.40 (billed in $51.95 increments monthly). The plan is meant to cover 2 checkups a year, various vaccines and preventative tests/care, a dental cleaning, and provide discounts on additional services. Specifically, for dental services Banfield is supposed to call if there are any issues before, during, or after a dental procedure to allow you the chance to address them as the procedure occurs(there is risk in putting a dog under anesthesia so it is recommended that all issues be addressed at once if possible, this is common practice for vets across the US).I didn't receive any calls before/during/after my dog's dental procedure other than the "your dog is ready for pick-up" call. When I went to pick him up, they told me he needed 4 teeth pulled and lost a tooth during the procedure. I never received a call during the procedure about pulling these teeth in the moment (which would have been an additional cost that I would have covered), but instead was told I should re-newmy dog's $650 plan and they'll do it in the next teeth cleaning or pay $800-$1000 for an additional anesthesia. The Banfield website clearlystates that I would be called during this to at least discuss pulling these teeth.I tried to contact the office numerous times about a bad survey result I left them, with no answer. When I complained to their corporate email they called me within 3 days but just continuously told it that there was nothing they could do and insisted that they followed proper procedure. While I believe that, their proper procedure and what is claimed on their website is obviously not the same thing. It is also standard practice to pull teeth as needed during oral care procedures for animals (something I have confirmed with an external vet).

  Business Response

  Date: 08/27/2022

  While we appreciate every opportunity to review,discuss and address our clients concerns, the discussion of a patients care is best done directly with the client. We have escalated this concern to the local Hospital and 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:08/19/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had a puppy in 2020 that we took to the Banfield Hospital for her rountine pet visits. We signed up for a membership in their health plan. In Nov of 2020 we found we could not keep the dog because of where we lived, so we gave her away. We went to Banfield and tried to cancel our plan, and we were told that we could not cancel until we paid enough money to cover the services she had already recieved. My wife said that was fair, but we wanted to cancel as soon as the services were covered. The lady said thats fine and they would do it. We were put on a plan that deducted payment directly from our checking account. The services that we provided has been paid for and they still keep deducting money from our account. The plan expired in Oct of 2021, but was automaticly renewed and they continue to deduct from our checking account and they renewed our plan, even though we instruced them not to. We are trying to get a refund for the money that they kept taking out of our account and did so on August 8th 2022.

  Business Response

  Date: 08/27/2022

  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. 
  
  Optimum Wellness Plans (***s) 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 Vet Chat 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 *** 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 *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  While we show no record of notification of a desire to cancel the *** or set it to not renew prior to the conversation on August 19, 2022, we do see that no services were used after the *** renewed on October 21, 2021, through the cancelation on August 19, 2022. As such we have processed a refund for the *** payments made during that time in the amount of $309.50 to the account on file.

  Customer Answer

  Date: 08/27/2022

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/19/2022

  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 took a stray dog I found with dehydration and malnutrition and a skin condition to a banfields in petsmart at their wake forest location and was talked into getting a puppy plan because they told me the most expensive portion of everything was her getting fixed and that her medications and everything included would be over the amount of the puppy plan I told them I didnt have a lot of money so the cheapest I could get to make sure shes healthy enough is what I wantedI took her twice and had relatively good experiences both times outside of long waits, but about two weeks ago I had my puppy in an enclosed yard with proper fencing and she was let out accidentally by someone else and she was hit by a car and died on the spotnow I dont expect to not pay for the services provided but when I called today and talked to a representative I was told the total of her bill was over 500$ and that even though I payed about 160$ already I needed to either pay the entire lump sum upfront or I had the option to keep paying for my dogs plan as if she was alive and then cancel the plan after 6 months when the balance drops to 38$ and that if I dont call them when the balance gets to that point Ill need to keep paying for the planI told them that I wanted it to be noted that my dog had passed away and that obviously theres no need to continue the plan afterwards wether I call or not and I would pay the money in installments but I didnt want to forgot and then have to pay morebasically I cant get past my dogs death because I need to keep it in the back of my mind to not forget to cancel the plan in 6 months.I was told there was no option but to pay the money that I didnt have or to keep the plan going until it had payed of the services used.

  Business Response

  Date: 08/27/2022

  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. 
  
  Optimum Wellness Plans (***s) 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 Vet Chat 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 *** 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 *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  A client can cancel an *** 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 *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  Prior to her passing, ****** received services and discounts from the *** in the amount of $579.93 and ************************ has paid $132.48 (2 payments of $66.24) towards those services. The balance owed for services already provided stands at $428.98. As a client service gesture Banfield has waived 2 of the remaining payments bringing the balance owed down to $305.34.

• Initial Complaint

  Date:08/18/2022

  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 July 13th, 2022, I brought my 16 year old cat, Ahri, to a Banfield Pet Hospital for a check up/new vet because I had recently moved. They suggested that I sign her up for a Wellness Plan that would be billed monthly. That day I paid a total of $102 for the setup fee. Less than a month later on August 8th, 2022, I had to make the dreadful decision to put **** down because she was suffering from sudden kidney failure. A week later, after mourning, I finally felt good enough to call Banfield to cancel her wellness plan. The representative (*******) didn't give his condolences or a "sorry to hear" or anything.. just went straight into the process of cancelation like a robot. He begins to tell me I owe the remaining amount of over $400 - even though I had the plan for less than one month and did not intend on my cat passing. I also spent over $600 on that hospital visit/euthanasia so I refuse to pay this monthly fee for the remaining 11 months. It will be a dangling reminder over me that my pet is no longer with me.

  Business Response

  Date: 08/27/2022

  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. 
  
  Optimum Wellness Plans (***s) 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 Vet Chaton-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 *** 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 *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  A client can cancel an *** 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 *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  Prior to her passing, **** received services and discounts from the *** in the amount of $575.41 and ************************ has paid $88.30 (2 payments of $44.15) towards those services. The balance for services already provided stands at $441.50. As a client service gesture Banfield has waived 3 of the remaining payments bringing the balance owed down to $309.05.

• Initial Complaint

  Date:08/18/2022

  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.

  Banfield collected money for a puppy plan and also multiple test and has not provided test results or medical services that i paid for. I pay monthly for a wellness plan and i also paid for2 test. I asked the vet for ring worm medicine for my dog, The vet refuses to give me ANY MEDICINE a week later or diagnose my dog. This is neglect.

  Business Response

  Date: 08/27/2022

  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 while we appreciate the opportunity to respond to concerns this matter was addressed and we believe it to be resolved by the local hospital leadership on 8/17 and the requested medications were provided.

• Initial Complaint

  Date:08/18/2022

  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.

  August 10, 2022 Currently, my husband and I entrust Banfield Hospital located at ****************************************************** to care for one of my pets. Mind you; we have three dogs. However, only two were on the Wellness plan until recently. We added Niya to the wellness plan on June 26th, 2022. During this comprehensive exam, first set of vaccines, health, and blood work up, we were told that **** had no issues. We were given a date to bring her back in for her second set of vaccines. We took **** home and she was her normal active self. Fast forward to July 17th, **** went for her second set of vaccinations; On July 21st, we were bringing her back to the hospital. **** was experiencing some changes in her activity, her gait was off, she was lethargic and was not eating. That was the beginning of a fast decline in the health of our dog. We saw Dr. *** on that day. She was nice, she showed empathy, but no one could explain this sudden turn of events. Dr. *** gave **** two injections, one steroid and something like a Benadryl. She also sent medicines home with us to give Niya by mouth. Although a kind gesture, not in the best interest of a dog who was already not eating anything mouth. Dr. *** instructed me to give her a pain pill that same night. I tried and **** would not take it. The following day I tried again. This time when I gave her the pain pill and the steroid, it worked. I covered the pills with peanut butter, and she took it. Please note there was no dehydration, she did not eat, however, she continued to drink water. After taking the medicine the next day, she showed minimal improvement. Even with giving her the medicine.August 2nd, we took **** back to Banfield again, this time we saw ****************. Her symptoms now compounded with shallow breathing, vomiting, lethargic to the point of it being too painful for her to walk. We were desperate to know what was going on with her. It just did not make any sense to Us. **************** took her to the back, did what she did.

  Business Response

  Date: 08/27/2022

  While we appreciate every opportunity to review,discuss and address our clients concerns, the discussion of a patients care is best done directly with the client. We have escalated this concern to the local Hospital and 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:08/15/2022

  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 end of January beginning of February 2022 we took our dog Bella to Banfield in ********** ** because she was having problems walking and we signed up for the for the Optimum Wellness Plan ( Plan ID ************* we paid the fees and ***** received medical care their unfortunately Bella condition got worse and she was in a lot of pain so we took her back on February the 12th and after another examine and x-ray the vet informed us that her condition was really bad and would require multiple surgeries which because of her age she most likely would not survive so we made the decision to let her go after ***** was gone over the rainbow bridge we paid all the fees for the x-ray, examination and Cremation the receptionist who took our payment gave me the business card and told me to call the 800 number to cancel the plan that we had signed up for since we didn't have the plan a month and ***** was no longer with us well when I called I was told I would have to pay for the whole year even though ***** was gone and I couldn't transfer the plan to another pet and now they have sent it to a collection agency. It's outrageous that Banfield is trying to make me pay for a service that I can't use. I am angry that they are so greedy that they don't care that they are inflicting more pain on us by trying to make us keep paying for *** services we will never use. I want Banfield to cancel my wellness plan we have paid all we were required to pay and we will not be taken advantage of by this company.

  Business Response

  Date: 08/27/2022

  Optimum Wellness Plans (***s) 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 Vet Chaton-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 *** 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 *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  A client can cancel an *** 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 *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  

  Customer Answer

  Date: 08/27/2022

   
  Complaint: 17720787
  
  I am rejecting this response because: When we purchased the wellness plan we had no idea that we would be letting our Bella go and for your company to quote your standard business reason for not cancelling the contract is insulting! Your company motto is you love pets but that is a lie your company loves money and you don't care how you get it. We will not pay another dime to you and we will fight you in court if necessary! Our ***** is gone and your company wouldn't even let me transfer the service to our other pet so at least I would still be able to use it but no your company wants me to continue to just pay you and not be able to use the service.I will not continue to pay your company  my hard earned money and I can't even use the service I'm paying for. Our fur baby is gone Cancel the contract and leave me alone. 
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a wellness plan for my Dog at Banfield in Killdeer, ** that include certain things vaccines that I got, Also included ****** visits this is the problem. I went on vacation and when coming back getting my dog from the sitter they informed me about a growth on her. So i went to banfield on 8/1 I was turned away because they said they had no room and the next appointment was on 8/17 I tried three others and got the same response. I tried to explain to them what if this was some thing bad. They said go to an Emergency Vet. I informed them I pay a $35 a month plan for them to take care of my dog. At this time they basically said there was nothing they could do. I was able to find a different vet that day and get her looked at at a $60 fee. At this time I decided to cancel my plan based on they are more out for the money then taking care of peoples pets. I was told I could not cancel with paying about $145 because I had used there service already. I said I got Vaccines and one visit. they said sorry there was nothing they can do. When I went to the Vet he told me that the prices they charge are like going to a DR ****** for a human. I showed him all the things I had done and told me it would of cost around $300. By the time Dec comes around I will have paid $420 in plan fees and then about $600 in other fees from visits. Even tried to message them at corporate and got no response.

  Business Response

  Date: 08/27/2022

  The Chief of Staff, ****************, contacted ******************** regarding his concerns on August 22, 22. They discussed that while ******************** was offered an appointment, offered to place him on the wait list and offered our 24-hour ******* services, he declined all offers. 

  As nearly all services from the *** had been provided the balance owed on the *** will stand.

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a wellness plan with Banfield and was charged 97$ a month. However my bulldog recently passed. When I told them of the death they stated I needed to pay $611 for the cancellation. ( I have no balance on my account). So now Ill be reminded each month of his death and not receive any service for these payments.

  Business Response

  Date: 08/27/2022

  Using the response templates below draft an appropriate response to the client complaint:
  
  Introduction:
  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. 
  
  Empathy statement for loss of pet:
  We are deeply saddened to learn of Mr./Ms.********* loss. Our thoughts go out to Mr./Ms. *********** their family during this difficult time.
  
  Explanation of *** and terms:
  Optimum Wellness Plans (***s) 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 Vet Chaton-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 *** 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 *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  A client can cancel an *** 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 *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  In this case, ******* received services and discounts, prior to his passing, in the amount of $1,060.51 and **************** has paid $227.85 (3 payments of $75.95) towards those services. The balance owed on the services already provided under the current *** stands at $683.55, the remaining payments.