Animal Hospitals
Banfield Pet HospitalThis business is NOT BBB Accredited.
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Complaints
This profile includes complaints for Banfield Pet Hospital's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1,130 total complaints in the last 3 years.
- 393 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/26/2022
Type:Customer Service IssuesStatus: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 have a Banfield ************* Plan, which covers dental. Unfortunately, I've been trying for the last three months to get on the waitlist for a dental cleaning covered under my plan. The plan is set to renew December 13, 2022 and I am still on a waitlist to get scheduled for the dental cleaning. I called today see where I was on the waitlist, and they still do not have an estimate for this year due to staffing issues. This is bad business practice because I cannot use a service covered under my plan.Business Response
Date: 08/07/2022
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 in order to discuss your concerns and your desired resolution.Initial Complaint
Date:07/24/2022
Type:Service or Repair IssuesStatus: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.
Have a video of the nurse, pushing my dog out the door. His behavior was completely different, after receiving him back. Two days after the appointment, he started to vomit and act aggressive. We thought it was bc he never visited the vet and was afraid. He began shaking when we would try to touch and play with him. Tried to attack my husband, when we were cleaning his bottom. Vomiting almost everyday or other day. Hair is falling out, every time we touch him. Hes destructive, ate our wall up and other things around the house. The doctor, told the nurse she doesnt want to see him anymore. And that he needs behavioral classes. He doesnt have behavioral issues at all , only needs bathroom training. So that was weird, looking for another vet that will check him out. The reviews I just saw , makes it worst bc someone said their pet passed away not too long after get visit.Business Response
Date: 08/02/2022
Thank you for giving us the opportunity to hear and respond to Ms. ******* concerns.
Although we did see her pet in our hospital and did share concerns regarding the pets behavior, **************** had not shared her concerns with us regarding the discussion.
Our doctor who provide care to her will be contacting her immediately to understand and work to resolve her concerns.Customer Answer
Date: 08/03/2022
Complaint: 17616214
I am rejecting this response because: they asked if he had any behavioral problems, the only thing was that he needed potty training. My husband told them that , I was on the phone the whole time. Hes never been aggressive or destructive, ever since that vet visit hes been different. Our house is being destroyed everyday and it seems as if hes always anxious now.
Sincerely,
***************************Business Response
Date: 08/10/2022
We are sorry to hear about the continued concerns regarding ******* anxiety and behavior.
We have ensured that the local hospital and field leaders are aware of these continued behavior concerns and have asked that they reach out to you as soon as possible to discuss this further.Initial Complaint
Date:07/22/2022
Type:Sales and Advertising IssuesStatus: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.
Services are not what we signed up for, they dont even complete full exams like they stated, tried cancelling and since they said we had an appointment this year we have to pay 2 more months, However they will not stop payment from my account even after trying for 60 days. We should not be responsible for payment for services that do not occur.Business Response
Date: 08/07/2022
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 ***.
****** received services and discounts from the 2021 2022 *** in the amount of $725.17 and the client has paid $440.50 (10 monthly payments of $44.05) towards those services. The remaining balance owed on the *** is $88.10, the remaining payments.Initial Complaint
Date:07/22/2022
Type:Order IssuesStatus: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 enrolled my pet into their Wellness Program via curbside during Covid. A vet tech came out with the paper work and sold me the idea it was worth it. I alone signed up for it with out even consulting my ex husband. I after paying so many months contacted them to cancel the plan but I was told I had to pay for the whole year. I did and they still kept me on the plan. My ex husband then started to receive bills for it at his address under his name. He called them several times to explain that even though he wasnt aware of me signing and we are divorced that he still had to pay because his name was on the pets record as well. It is now in collections under his name with a ding to his credit. They refuse to remove it under his name until its paid for. It should be under me since i signed it. They said they can just put the bill under anyones name on account. I spoke to ******** at the collection place who was no help. This plan was not worth it at all. My ex should have it removed from his credit report immediately. They still want their $500 for doing nothing for my pet.Business Response
Date: 08/07/2022
We are unable to locate any records under the client name and information provided. Please provide us with the client information on the file so that we can look into this matter for you.Customer Answer
Date: 08/07/2022
Complaint: 17607728
I am rejecting this response because:The business has extensive information on this bc I was a client for over 10 years . They can find it for sure . The name they put this debt under is my ex husband *************************** . Dogs are ******** and ******************************* .
Sincerely,
*******************************Business Response
Date: 08/20/2022
Thank you for providing us with this information -- we were able to locate your ex-husband's account and see that he authorized us to speak with you regarding the account.
On July 7, 2022 a representative spoke with you regarding the balance owed on the OWPs, why they were in collections and offered a settlement of a reduction in the balance owed. Our records indicate that you agreed to the settlement offer and paid 50% that day.
Our representatives spoke with ********************** on July 21, 2022, and discussed the remaining balance agreed upon on July 7th. He was also informed that once the balance ($215.50) is paid the account will be withdrawn from his reports within 90 days of that payment.
Initial Complaint
Date:07/21/2022
Type:Service or Repair IssuesStatus: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 paid for a year of services through Banfield. On the last day, my pet was seen, this appointment should have fallen under the initial agreement. Previously, I selected to turn off auto-renewal online. However, Banfield turned auto-renewal back on by themselves, without my permission and now theyre insisting that I pay the full amount on another contract that I never agreed to. The customer service is the absolute worst! I paid out the contract that I agreed to. I will not be paying for the contract that Banfield decided to re-enroll me in. Ive tried reaching out numerous of times to cancel but they wont accept it without payment of $400+.Business Response
Date: 08/07/2022
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 ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
The plan for Paco renewed, per the terms of the agreement, on July 15, 2022. Services were authorized and provided on July 15th. **************** set her *** to not renew on July 16, 2022, after services had already been provided.
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 ***.
As Paco received services and discounts from the 2022 2023 *** in the amount of $579.63, and **************** has not made any payments on the 2022 2023 *** the balance on the *** is $431.40, the remaining payments.Initial Complaint
Date:07/20/2022
Type:Order IssuesStatus: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 Pet Hospital Wellness plans guarantee unlimited visits. They also advertise that sick an injured pets will be seen first. I have been signed up on the wellness plan for two Golden Retrievers for over 8 years. On Wednesday, July 20th, one of my Goldens had a cut on her ear that was down to the cartilage and required immediately to be stitched up. A service that this company provides, and as an injured animal, should be at the front of the line to be seen by a veterinarian. First phone call, they stated they were too busy to even look at her. Subsequent phone calls to the business stated they were closed. After finding another vet to treat my dog (paying more and not getting any prior records from Banfield), I personally went to the business to complain. After first verifying they had no emergencies and yes they WERE open, the receptionist said the office manager, practice managers were not there. When I requested to speak to the vets, I was told they were too busy with non emergency pets to speak to me. Contacts to Banfields corporate office stated they no longer had a receptionist to take phone calls. Emails listing my full name, phone number, and email only give me a standardized email in return. My pet suffered from lack of care until we could find a vet to see and treat her. I had to pay additional money for a non Banfield veterinarian to treat her without proper records, and I pay a standard monthly fee for a Wellness plan that was not honored by visit or treatment during normal business hours. This is fraud committed by their company by refusing to see or treat my pet, not honoring advertising that states emergencies will be see first (they wouldnt see her at all) and then putting their phone on business is closed mode when clearly the business was open and seeing other animals. Corporate office doesnt respond in a timely manner, and only response is standardized they will let the local office know when Ive already.Business Response
Date: 08/03/2022
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. While we appreciate every opportunity to review, discuss and address our clientsconcerns, 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
Customer Answer
Date: 08/03/2022
Complaint: 17597080
I am rejecting this response because:This is the same form letter I received when I emailed the corporate office weeks ago. The local office never got in touch with me and that was weeks ago. Banfield does not care about its customers when all that is ever received are copy/paste form letters and no real means for disputes.
Sincerely,
*************************Business Response
Date: 08/10/2022
************ was contacted by the local hospital leader, *******, on August 5th, during which these concerns were discussed. A follow up call was placed on August 10th where ******* discussed these concerns with ************ as well.Initial Complaint
Date:07/20/2022
Type:Billing IssuesStatus: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 rescued a dog from a co-worker, she had a pet plan with this company and I called to get more information now that I am the owner of the pet. I was told that the plan would cover routine vet visits with no out of pocket money being due at those visits, and if I choose to continue the plan it would be $54.00 per month and could be canceled at anytime. I agreed to the plan , but when I took my dog in for a visit I was charged out of pocket for the visit, then they tried to debit my account 3 times in one month. I decided to cancel the plan since it was not showing any benefit to me or my dog. This company then sent me a **** for $600.00 for early cancellation. I do understand how they can charge me when i was told I could cancel at anytime.Business Response
Date: 08/02/2022
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 ***.
The following terms and conditions of the *** agreement apply to Ms. ********** complaint:
1. 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 ***.
2. If a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due. However, if a wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled, the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.
The *** for Nova began in August 2021. ********************* and Nova received $1,494.16 of services and discounts from her ***.She made 5 of her 12 agreed upon payments of $57.02 for a total of $285.10 towards the $684.24 total she had agreed to pay. Due to 2 incidents of payments being refused by Ms. ********** ***** she also paid $20 in insufficient funds fees and owes an additional $20 and she paid the original $49.95 membership fee upon first enrolling.
On June 7, 2022 we discussed Ms. ********** outstanding balance with her including the reasons for that balance. She agreed to call back and make payment, but never called us back. On January 4, 2022,she was sent to collections for her unpaid balance of $419.14.
If ********************** is willing to pay $399.14 in her outstanding *** payments, we will be willing to waive her $20 insufficient funds fee.Initial Complaint
Date:07/20/2022
Type:Product IssuesStatus: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.
They sent me to collections with no notice and stellar record...it was also done during the pandemicBusiness Response
Date: 08/04/2022
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.
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 ***.
Cancelled to Collections:
If a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due. However, if a wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.
NSF Fees:
Banfield is entitled to a $20.00 NSF fee for each monthly payment that is not processed due to a refusal from the clients financial institution regardless of the reason.
In the case of ******************* and Sunny, the *** renewed and started a new term on June 15, 2021. ******************** used a total of $503.63 in services and discounts on June 15 2021 and used the *************** on July 7, 2021. Payments of $38.95 were made on June 19, July 19, and August 19. The September payment was declined and a non-sufficient funds fee of $20 was charged. ******************** was messaged on October 26th and November 25th, December 1st,December 25th, December 29th, and January 19th before his plan was cancelled and sent to collections on February 3, 2022. His balance sent to collections was $435.40 including collections fees.
On June 27, 2022, ******************** spoke with our call center, was informed of the collections balance and offered a settlement of $370 and after multiple calls and conversations made a partial payment of $185 on July 20. On July 21, ******************** paid his remaining balance and came to our hospital to receive care and paid cash.
******************* no longer owes Banfield any balance and is no longer in collections.
The debt he had with us was valid and he will not be reimbursed any of the money he paid to resolve that balance.Initial Complaint
Date:07/19/2022
Type:Product IssuesStatus: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 18th a dental hygiene appointment resulted in an infection and water in the lungs after being intubated, this ended up causing death of the pet. Staff advised medicine was optional and not necessary, on July 19th the dog was brought back to the hospital after having difficulty breathing. The medical staff took 5 hours to say that she should be taken to an animal hospital and this lack of attention ended up with the dog losing her life due to this negligence.Business Response
Date: 08/04/2022
We do not appear to have a client on record with this name at this address or whose situation fits this description.
Please provide us with the name and phone number of the client and pet on record so that we can investigate this case fully.Initial Complaint
Date:07/19/2022
Type:Service or Repair IssuesStatus: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 visited Banfield Pet Hospital for my dog. he has a issue with his paw. after 3 months and Banfield making me spend over one thousand dollars they still have no idea what is wrong with my dog. they keep charging money for treatments and tests . and still no solution.Business Response
Date: 08/04/2022
Thank you for the opportunity to respond to Mr. ***** concerns.
We have been trying to treat Mr. ***** puppy for a cyst on his paw. At his last visit, ************ declined all diagnostic testing and refused to pay for the care provided to him on that day. We attempted to call him and discuss this with him on the phone, but were unable to have a productive conversation.
We do understand Mr. ***** frustration and would like to work productively with him to help, unfortunately, medicine does require diagnostic testing and can be expensive.
Our Director of Veterinary Quality is reaching out to *********** to help him understand the care his pet needs and agree on a plan forward.
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