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:07/19/2022

  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.

  My future ex-wife used Banfield for her dogs care. I would take the dog to appointments, but had no financial responsibility for the dog. One day I started getting phone calls and mail stating that the credit card on file hasnt been updated. I explained that I dont have the dog or any responsibility for the credit card and to call the owner of the dog. I then started being harassed with phone calls and letters about being sent to collections. My ex-wife tells me she informed them that their services were not needed months and months ago, yet they still want at this point $155. The money isnt the issue, but it is the fact that I dont own the dog or credit card and I still get these threats and it makes me feel like they do this to people, threatening their credit because they mo longer have that monthly income coming in and it is not a good way to get repeat customers. I want them to stop threatening me and my credit. They have never sent me any paperwork when asked about who the owner of this account is, as they have none showing I own this account.

  Business Response

  Date: 07/19/2022

  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 ***.
  
  When Bambi was enrolled on an *** in April 2019, ************************ was listed as the owner and ************************* (****************) the Co-Owner and Authorized Contact.(see attached *** agreement) While there is no record of any request to cancel the *** **************** did stop making payments on the *** in April 2022.
  
  On May 23, ****, **************** contacted our representative stating that she would be calling to cancel the *** for Bambi. **************** has not called back to discuss the cancellation.
  
  When a client cancels an ***, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made ($1,088.23 - $467.55 = $620.68) or (2) remaining monthly payments due under the term of the *** ($155.85).  In this case there is a remaining balance owed of $155.85 for services already provided to Bambi.
  
  At this time the *** for Bambi is on hold for failed payments and is at risk of being sent to collections for the balance of $155.88. Per the terms of the agreement, 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.
  
  We would advise ************************ (owner of record) to speak with **************** (co-owner)and determine who will be financially responsible for the balance owed and ensure that it is paid as soon as possible.
  
  As the *** was entered into jointly we cannot alter any client names on the medical file.

  Customer Answer

  Date: 07/19/2022

   
  Complaint: 17586939
  
  I am rejecting this response because: First off I have never claimed to be the owner of Bambi as she was adopted by my future ex-wife prior to our getting married. Secondly and more importantly my future ex-wifes name is ***** or *************************** (**********) not Singer.  This goes to show how thorough your company isnt with its paperwork.  That name is the same name whos money you have been accepting by credit card. So clearly someone is mixed up on their paperwork or their story entirely. I have still yet to even see this contract you say I am owner and not *****. I have told your company no less that a year ago to stop calling me as I am not the owner of Bambi.  I told you back then hat I have no financial or physical ties to Bambi or ***** yet you still keep calling and sending mail harassing me time and time again. I dont know what if any services you provided for Bambi as I have not seen her or my ex-wife since approximately April 2021. There was not a go-ownership of this dog ever and there will never be. Whatever issue you have with ***** is your issue and she did say she spoke with someone and told them she was cancelling quite some time ago. You kept Bambi enrolled after that in an effort to coheres additional money from one of us. I am not above playing this out in court if need be as your harassment is me is debilitating as it is. I am fighting Pancreatic Cancer and a host of other illnesses.  I am a disabled veteran and Im tired of you money hungry companies trying to take advantage and causing me the additional stress I dont need.  So if you want to continue with this with me, then proceed to place this collection on my record and know that I will bring forth every asset I have available to see that this is brought to every avenue possible.  I am done playing games here. This is my life you are messing with for $155 which I have a letter showing it was lower approximately a couple of months ago.  
  
  Sincerely,
  
  *********************************

  Business Response

  Date: 08/10/2022

  First, we do apologize for out typo in the prior response in where we reference **************** when speaking about ********. This should have said ************************* (SIGNER) as she was the one to sign the agreement as the co-owner.
  Second, as ************************ is listed as the owner, per the information provided at the time of the initial visit by the Littlejohns, and ************************* was listed as the co-owner and payee on the agreement this is a matter for them to determine who is financially responsible to fulfil the financial obligations of the **** We hope that the attached endorsed agreement helps clear this matter up.
  Furthermore, we discussed in our initial reply that although ************************* requested cancellation, we informed her at that time that there was a balance due for services rendered before a cancellation could be completed.

• Initial Complaint

  Date:07/18/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am dissatisfied with the services provided to my dogs. The services have not resolved the issue with dogs. I call banfield and canceled this account in case early March of 2022. I was under the impression that this account was closed after I spoke with the representative. However, my credit card was still billed in the latter part of March at which time I called the bank Chase to file a dispute and have the money replaced on the credit card. On July 15, 2022 I received a letter stating the account is still open and that I own just under a thousand dollars and that they will continue billing the account until I pay. I would like to resolve this matter and prevent reoccurring changes.

  Business Response

  Date: 07/18/2022

  DUPLICATE OF BBB#********

• Initial Complaint

  Date:07/18/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was dissatisfied with the services rendered to my two dogs from this merchant I called banfield pet hospital in March of 2022 to cancel the account. I spoke with a representative and concealed the account. However during the latter part of Mach this merchant charged my credit card $123.00. I then contacted my card holder at Chase and filed a dispute to have the money replaced and to close this account. On 07-15-2022, I received a letter from banfield say the account is still open and they are still charging me for unpaid services rendered. The account owed is $1000.00 and they are continuing to charge monthly payments and now are threatening to report this outstanding payment to the credit bureau.I have no other recourse except to file a compliant and pursue any other recourse such as filing a law suit or whatever I can to resolve this matter.

  Business Response

  Date: 07/18/2022

  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. ********* conplaint:
  
  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 ***.
  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 current ***s for Triscuit and Niko began in November 2021. The previously authorized monthly payments began to fail in March 2022. Despite multiple communications we did not hear from ******************** until May 16, 2022, ******************** contacted our representatives to cancel her ***s. Unfortunately, she ended the call before the representative could advise her of the balance owed on the two ***s.  ******************** spoke with our representatives again on May 25, 202 but declined to be transferred to the *** team for cancellation information.
  
  Currently the ***s for Triscuit and Niko are on hold for failed payments. Due to the amount of services used from the ***s there is a balance owed, $518.38 for Nikos *** and $467.94 for Triscuit. If the *** payments remain uncollected and the *** on hold it will be cancelled and the balance of payments owed will be sent to a third-party collector.
  
  
  

  Customer Answer

  Date: 07/19/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not acceptable 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:07/15/2022

  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.

  Our cat died because Banfield cancelled our veterinary appointment when we need urgent care.We sent them this message 6/23/2022:"You cancelled our 6/23/2022 appointment when we needed urgent care. Keesel passed away today, 6/26/2022. We will file a complaint with BBB. We were paying you for 19 years. Terrible service from Banfield!".We stopped our Banfield service on 6/23/2022 but they charged our credit card 7/12/2022. Please refund all money that charged us after 6/23/2022.

  Business Response

  Date: 07/18/2022

  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. 
  
  Ms. ********* contacted our representatives on June 23, 2022. Unfortunately, the cancellation did not fully process, due to the holiday, until July 15, 2022, 3 days after the July payment was withdrawn. Ms. ********* was provided with an email that day to confirm her OWP had been cancelled and the July 12, 2022, payment was being refunded to the card on file. The refund was processed on July 15, 2022.

  Customer Answer

  Date: 07/18/2022

  Complaint: 17571229
  
  I am rejecting this response because: Banfield cancelled our 6/23/2022 veterinary appointment when we needed an urgent care. Our cat died 6/26/2022.

  
  
  Sincerely,
  
  ******* Toropkova