Business Profile

Animal Hospitals

Banfield Pet Hospital

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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

1,131 total complaints in the last 3 years.
393 complaints closed in the last 12 months.

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Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:06/16/2025
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.
Hey be 14th my dog had a vet appointment. I had a free coupon for this appointment. I gave a paper coupon. She said I had to email. I did, she said she received it. I was charged ****** for a visit and Rabies vaccine. I know the vaccine wasnt that much. She said 27 and change. I get home ******. Ive emailed twice, no reply
Business Response
Date: 06/24/2025
On June 17, 2025 a refund of $67.95 was provided to Ms. Huse
to her mastercard ending in 6263 at our hospital. This is the total amount of
the Office Visit charge related to her visit and coupon.
Initial Complaint
Date:06/13/2025
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.
I cancelled the wellness plans for my animals after I no longer saw the ****** of said services. After waiting on hold for 20 minutes. When I called to explain the the agent that I was charged after I cancelled, she became irate and disrespectful. I was tryting to explain that I had cancelled my plan and have the email verification to prove it. She started speaking over me while I was talking when I asked to speak to a supervisor and then hung up.
Business Response
Date: 06/16/2025
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.

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 ******* 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 ***.

Mr. ********* spoke with our representatives on June 13, 2025. During those conversations the agents and supervisors explained the *** services and discounts used, and the payments made (11 out of 12 on each ***). Mr. ******** was reminded that the last payment for each plan would be withdrawn on July 12, 2025, and the ***s would expire on July *******. Demartini expressed his understanding and was provided with a confirmation number.
Initial Complaint
Date:06/12/2025
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.
My issue is with Banfield Pet Hospital. My dog had a problem so we took him to Banfield. They did a visual check and could not tell what the cause was. They ran some tests. No one called to discuss this. The problem got worse. We took him to an actual pet hospital. A few hours later he was put to sleep. Banfield will not cancel his policy. I still have to pay for services he will not receive. Their negligence contributed to his passing.
Business Response
Date: 06/13/2025
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 learn of Mr. Benmour’s loss. Our thoughts
go out to him and his family during this difficult time.

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.

Per the terms of the agreement,
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.

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: 06/14/2025

Complaint: 23463146

I am rejecting this response because: my dog has died. Why should I continue to pay for services that can no longer be provided? You should understand the situation and work with the affected pet owners.

Sincerely,

Gary Benmour
Business Response
Date: 06/24/2025
Banfield does not ask for clients to pay for services that remain unused, but we do ask that the used services and discounts be paid for, per the terms of the agreement previously provided.
Customer Answer
Date: 06/25/2025

Complaint: 23463146

I am rejecting this response because: I have paid a lot to Banfield over the past 11 years for two dogs. I have paid a lot more than the services provided. They have no compassion.

Sincerely,

Gary Benmour
Initial Complaint
Date:06/12/2025
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 canceled a subscription but this company keep taking money off my account
Business Response
Date: 06/12/2025
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.

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 PetChaton-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 ***.

**** was enrolled on an *** on February 26, 2025, for her puppy care. From the time of the enrollment to the date of this response **** has received services and discounts from this *** in the amount of $851.44 and Mr. ***** has paid $239.16 into the ***, through the authorized monthly payments.

On May 29, 2025, Mr. ***** contacted us requesting the *** be canceled. He was informed of the balance owed on the *** at that time. Per the terms of the agreement, 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 ***.

Per the terms of the agreement, as of the date of this response the balance owed on the *** for the services already provided is $438.32, the remaining payments.
Initial Complaint
Date:06/10/2025
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.
June 12th 2024 Hello After carefully looking over things there are a lot of descriptives chart notes for one , I wasnt going to the clinic for those 2 visits may and June for wellness check, I was bring my dog for a pre-op and return for the spay at both clinics tanasborne and *******, that is not a wellness visit, AND I DO NOT SEE ANY CHART NOTES FOR ELEVATED LIVER ENZYMES. Or any medical notes stating that my dog had elevated liver enzymes relating to the fact that the dog could not get spayed and also , and I also want to point out if my dog had a problem why wasnt it handled through the office visits , waited for the spay only to deny because of a medical condition or so called elevated liver enymes would should not have delayed the process and having me taking the time off work only to return to pick up the anima after checking her in ,l, without the promised service of being spayed, so with this being said , I was promised a full refund of services and not yet has been fufilled ***** ****** is no longer there now there is a ***** ******.
Business Response
Date: 06/10/2025
Banfield has been in contact with Ms. Wakefield multiple times and have responded through her attorney as requested in previous correspondence. A resolution offer has been and remains open for her consideration. We are firm on this resolution offer.
Customer Answer
Date: 06/13/2025
Consumer provided additional information via email:
Banfield manager: Heidi Cooley, I did not call to get into an argue with you merely trying to get things straight , The pay for my pet will cost me 895 at another clinic, at this point , I would like to let the clinic know that I took time off of work to bring my pet to the 2 appointments at the Banfield Pet Hospital AT TANASBORNE AND BELMONT, neither clinic spay my dog 2 trips were taken one A pre-op and to bring her into get spayed, that did not work, 2nd time was At the Belmont clinic, I had to take off work 4 times in order to get her set up for the spay only not to have the spay done I have a recording in which I was told something different from what you are suggesting my time is important and I lost wages coming and going to that clinic. The treatment of me and my animal and the clinic was far from professional in fact I was under contract and told i wasn’t a good fit and no more services were offered or permitted, I had a paid contract until Jul 2024 and I was told this in June 2024 the clinic would not see my dog at all

Thanks Ms Katey, but the bottom line was that I was under contract , I took on the contract , because I was told she would be spayed after the initial visit, there weren’t any problems from preventing my dog for a spay each time I was declined a spay due to reasons that were invalid and not proven. I merely joined the Banfield clinic solely because of the spay offered in the wellness agreement . I had talked with Traci delo and a mike that I was promised to be reimbursed for the 1 year contract and I requested 895.00 for my pet spay and the fact that they broke the contract by denying service that was in the contract. I was told because I challenged them on the services and charges that the clinic kept presenting to me every time I would come in. My dog was seen for an initial visit and returned for shots , and was told the dog was in good health and could be spayed however, the clinic that we was going to on Nw 23rd and west burnside was closing. I would need to go to another Banfield and that was Tanasborne brought her in for pre-op in 5/3/2024,and was to return in a week for the spay, I did and I dropped the pet off and was called within the hour about blood test and liver enzymes, I had no idea on what they were saying because I was told the dog was cleared for surgery and If my animal was having issues and needed pills to correct this didn’t happen until I complained , so that was negligent . Banfield would wait to I come in for the surgery and then come up with these ridiculous reasons, same thing happen at another Banfield clinic on Belmont street one month later when I tried to get the animal spayed, They never followed up on a condition they stated she had no calls prior to coming to the clinic, everytime they would wait until I dropped off the pet and come back with reasons they could not spay her and that was the last time at the Belmont Banfield clinic in June 2024. After I complained about their services and contract breech they told me that me and my dog was not a good fit for Banfield, and my dog could not be seen , contract ended in July they were to cancel , it did not happen until I initiated the contract closure. Banfield is not a honest place and they are not true to the word of the contract. I never signed the contract that they gave me, I guess they did not check that out before they started getting money out of my account each month. I was told it was an error on their part, contract never witnessed or signed. I am asking for monetary compensation, to complete the spay of the animal , and emotional distress this has caused me. Thank you Respectfully Rose M wakefield
Customer Answer
Date: 06/16/2025
I reject the offer it doesn’t cover, the damages that I have incurred and I was denied access while under contract to have my animal seen, so I will reject the offer the offer was for 1000,00 for spay and 463.00 for half of the contract agreement , The person that offered this is not available, or no longer works for Banfield , I stand on my offer and respectfully deny the offer. The offer must be what I have stated, and I stand firm mediation would be the next step. Thank you Katy

I will take nothing less, than what I stated we can proceed, with the case. I reject the offer as I am also standing on the decision that I have requested nothing less than what I have stated, Being in contact doesn’t resolve the issue , I would like compensation for my time , and breech of contract. So maybe , BBB can go pass this Heidi, she wasn’t there when I was offered the entire monies spent on the contract the fact the dog wasn’t spayed and I was denied service 463.00 will not be accepted, must be what I asked for to close the case otherwise Proceedings needs to take place. I reject the offer.
Business Response
Date: 06/26/2025
After careful review of the
thorough and detailed notes related to Ms. Wakefield’s case, as well as review
of discussions with associates involved in the discussions, there is no one at
Banfield who stated Ms. Wakefield would receive a full refund or that we would
grant what she is demanding.
We have been clear
that based on the services received, payments made, and contracts agreed to and
signed, that our offer still holds
Initial Complaint
Date:06/06/2025
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.
My family had a pet wellness plan on two dogs for more than 5 years with Banfield. Our last pet was put down by ********* in February 2025. After paying for that service, I asked to cancel the wellness plan since we no longer had the pet. The local hospital directed me to contact the corporate billing department to cancel. I was informed that I needed to pay the remaining months on the annual plan before canceling the contract and closing the account. I paid the remaining balance on February 4, 2025 and was told the account was closed. On June 2, 2025, I received a charge on my **** for ****** from *********. I contacted them and was told it was an error, they inadvertently charged my card when my ****** *****, started a wellness plan for his new puppy. The representative said, ***** signed an agreement for his puppy but because his phone number was previously on my account, they inadvertently charged my card. I requested they remove my payment information from their system and they are refusing to do so, thus this compliant.
Business Response
Date: 06/11/2025
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 were made aware of this
matter on June 2, 2025, when Mr. and Mrs. Hamilton’s nephew, Mr. C. Jones, allegedly
presented his puppy to the hospital and authorized the pet to be enrolled on an
OWP using the card on file, without Mr. and Mrs. Hamilton’s knowledge. As Mr.
Jones, was an authorized contact on the account/file at that time this OWP
enrollment was allowed. When we were informed that Mr. and Mrs. Hamilton did
not in fact authorize this enrollment the teams took steps to cancel the
enrollment and refund the card used. The team also took step to remove the card
on file information as requested by Mrs. Hamilton and they have provided Mrs.
Hamilton with information to request a data purge.
Customer Answer
Date: 06/12/2025

Complaint: 23435856

I am rejecting this response because:
1. The original charge of $629.00 was not reversed. I informed Banefield that I was not requesting a refund because Chris Jones sent payment to me in June 3rd. My request was to remove my payment information to prevent further charges.
2. Your statement that Chris was an authorized user on the account is false. I verified with your Corporate Office that he was never an authorized signer on the account. His phone number was on the account for pet pick up notification.
3. I was informed on Friday, June 6th that you had reached resolution. I received 2 emails with an invoice for 364.00, then an invoice with that amount zeroed out.
on Monday, May 9th, I received an email and a call from IC Systems, a debt collector seeking to collect 580.00 on behalf of Banfield for a cancelled plan.
I called Banefield again on Monday and was told the hospital practice manager was addressing this and would be giving me a call within 24 hours. I did not receive a call, so today, Wednesday, June 11th. I called the hospital to speak with the manager. I was told he would call me back. That has not happened.
I have both the emails from Banfield with invoices and the letter from collection agent.
The initial proposed/ desired resolution I conveyed to Banfield was to remove my payment information and add Chris’ payment information.
Given all of these mishaps, the desired resolution is to discontinue the care plan without further payment or penalty given that it was opened less than 30 days.

Sincerely,

Debbie C Hamilton
Business Response
Date: 06/25/2025
We will be having a representative reach out to Mr./Mrs. Hamilton directly.
Initial Complaint
Date:06/06/2025
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.
I upgraded my dogs plan to the 75 dollar plan per month on 4/19/2025. He was on the 57 dollar plan prior to that. His previous plan was billed on the 5th of every month and somehow the new plan got set to the 26th of the month. So in April I paid for both plans that month even though I only used a couple days of the old plan. I chatted with customer service and asked for my plan to be changed to the 5th of the month and he said okay and that I would not be charged until 6/5/2025. I got charged on 5/26 and 6/5 for 75 dollars. So now I have paid 4 times in 60 days. I chatted again with customer service today on 6/6 and they told me that my when i upgraded my plan unbeknownst to me I still had to pay off the old one which ended on 5/13 which makes no sense. So essentially I had to pay 2 plans in April even though this was never conveyed to me. I obviously would never of upgraded if I knew I had to pay for 2 plans in the same month. The one I started on 4/19 should of be charged on 5/5 and 6/5 etc. but now I had paid for it 3 times plus the one in April that should at least be partially refunded the 20+ days I didn't use it and had upgraded to the new plan. The chat was not helpful and told me I need to call the store and tell them that they should of told me not to upgrade my plan in the middle of a renewal period. I need some resolution. Thanks
Business Response
Date: 06/11/2025
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.

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 PetChaton-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 OWP.

The ********* OWP for Domino was set to run from May 13, 2024, to May 12, 2025. Ms. ***** was scheduled to make 12 monthly payments of $***** on the **** however, Ms. ***** only made 11 of the scheduled 12 payments on the original agreement, the last payment occurring on April 5th. The *** was renewed early and upgraded to a ************ OWP on April 19, 2025, Ms. ***** signed a new agreement (attached) and the new monthly payments, of $75.95, were scheduled for the 26th of each month. The first payment on the new *** was made on April 26, 2025.

As was explained to Ms. ***** during her conversation with our representative on June 6th, 11 payments of ***** were made on the originally 12-month agreement (May 2024-Apr 2025), and she has made 3 of the 12 payments on the new 12-month agreement (Apr 2025-Apr 2026).
Initial Complaint
Date:06/06/2025
Type:Customer Service 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 filing a Complaint against Banfield Pet Hospital of Warminster for harassment and negligent treatment of my animal. On October 21, 2024, I signed up for a "Wellness Plan" with Banfield. I have paid them a total of $727.65 for monthly charges, ear drops, etc. When I tried to cancel my plan in January of 2025, I was told I needed to pay $471.00 to get out of the "contract". They performed a dental cleaning on my cat and oversedated him [they called me saying "we can't seem to wake him up". They ran blood work beforehand and had negative bloodwork [high white blood cell count]. They should never have proceeded with his surgery. [My cat was in a catatonic state staring into space for two days afterward]. In addition, my cat had rectal bleeding the whole time he went to Banfield, without any efforts made to correct this problem--no meds, no change in diet, no X-RAYS! He also had an eye and ear infection, charging me $100 for a tiny vial of drops. I paid up until the end of January 2025 but am still getting bills for the total cancellation fees. I was forced to seek alternative veterinary care to save my cat's life, who diagnosed him with lower airway disease and my cat is now on steroids and no problems or bleeding. These people are incompetent. When you take your animal for a visit, he is taken to a back room for examining and never in front of you. What are they hiding? I am a senior living on $300 a week and have been totally taken advantage of by Banfield, who did not provide me with quality care or services, thereby making the "contract" null and void. Finally, Banfield put unauthorized charges on my *********** credit card and Care Credit card [they had these in their system]. I filed fraud dispute with *********** but had to pay the total bill with late fees to adjust my credit report as a result of their billing me on a card which was never activated by me. I just want to prevent others from signing Banfield's 'WELLNESS PLAN". Thank you.
Business Response
Date: 06/06/2025
Banfield has already responded to these claims through the Attorney General - please see attached response.
Initial Complaint
Date:06/05/2025
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.
I had a vet appt on 11/15/24 at 10:30 am for my cat to get dewormed.I called around 3:00pm and was told my cat was ready for pickup.When I arrived it was very chaotic in the office.The receptionist told me she was new.She went back to check on my cat,When she came back she said someone else was coming out to speak with me. A bit later, a lady came out and spoke with the receptionist.I overheard her say something about not being done, so inquired if they were talking about my cat.The lady from the back said yes. I asked her how much longer it would be and she said she didn't know and turned and walked away. It was a weird interaction and unprofessional.I waited for awhile and checked back in with the receptionist again to find out what was happening.Eventually, the lady from the back came back and said they hadn't gotten a ***** sample yet and that the vet was having a hard time getting a blood sample. I asked why someone told me over the phone he was ready and she dismissed that and said she was going to talk to the vet. I complained about him being there all day an nothing being done.I went outside to sit in my car to watch the preshow for the ***** fight.The recept waived me in and said the lady wanted to speak with **** waited a bit and when she returned she had a paper with prices and told me they had just gotten a blood sample and they misquoted me and the correct testing would be more. I was upset and expressed my dissatisfaction and she was very rude in her responses and didn't offer any solutions. I asked for my cat back and that I was going to take him somewhere else, which I did.She said she would have her manager call me the next day.I never received a call.I have never received a statment/bill.The attached collection, a half year later, is the only contact from Banfield since that day.I don't know what the charge is for and I don't believe I owe any money.I want this charge removed and no further collection from them.
Business Response
Date: 06/06/2025
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 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:06/02/2025
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.
After nearly two years with Banfield, I chose to cancel my annual plan due to poor customer service and improper billing. Despite multiple attempts to resolve the issueboth in person and over the phoneI was *************** dog, ******, had a teeth cleaning appointment on November 4, 2024. The appointment was confirmed in advance, and I followed normal procedure by signing him in. Following the visit, I was surprised to find three separate charges on my credit card: two for the same service and one additional, unexplained charge.I contacted customer service, and while they refunded one of the duplicate charges, they insisted the third charge was valid. I explained that the front desk associate never informed me I would be paying double for the same service due to the plans automatic renewal. Had this been made clear, I would not have proceeded with the appointment.Despite continued follow-ups, Banfield maintained that the charges were valideven though the teeth cleaning was performed only once in the calendar year. They have since sent the disputed amount to collections, even after I requested cancellation of the plan immediately upon discovering the ******** make matters worse, the cost listed in my email confirmation for the plan renewal was not what I was actually charged. When I raised this with Banfield, I was told that prices sometimes vary, although this disclaimer was not mentioned anywhere in the email. This experience feels comparable to a gym membership trapdifficult to cancel, opaque in its billing practices, and frustrating to resolvedespite my loyalty as a customer for nearly two ******** services have been rendered in 2025 or after the supposed renewal date. The last date of service was November 4, 2024the same day as the disputed cleaningwhich I reasonably believed was covered under the 2024 plan.
Business Response
Date: 06/04/2025
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.

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Banfield Pet Hospital is NOT a BBB Accredited Business.