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Business Profile

Animal Hospitals

Banfield Pet Hospital

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Animal Hospitals.

Complaints

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

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    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 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/30/2025

      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 to sell my puppy due to circumstances. The new owner used Banfield as well. I called to transfer the dogs wellness plan and Banfield refused to transfer it. The new owner had to sign up for a new wellness plan. So now Banfield is collecting 2 wellness plan payments for the same animal. I have tried contacting managment several times but they will not get in touch with me. They have since sent my to collections since I refuse to pay them. It is unethical business practice to be collecting a monthly payment from two different households for the same animal.

      Business Response

      Date: 06/04/2025

      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 ***.

      As these are legal agreements, they are not transferrable to new pets or new owners. 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 ***.  Also, 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.

      In this case Jaxson was enrolled on an *** in April 2022. The *** renewed annually, per the terms of the agreement. The most recent renewal occurring on April 2, 2024, when the *** for ***** renewed at an *********** Plus level.

      Jaxson received services and care from the *** between the months of April and December 2022. On December 27, 2022, Ms. ***** contacted our representatives to inform us that ****** had been rehomed. She was advised at that time that ****** had received services and discounts from the *** in the amount of $1,164.05, and she had paid 8of her 12 *** payments,totaling $479.60. Per the terms of the agreement, there was an outstanding balance owed of $239.80, the remaining 4 *** payments. The *** was set to not renew at that time.

      Unfortunately, Ms. ***** chose to stop making payments on her *** account leaving the final 4 payments (December March)unpaid. Per the terms of the agreement, the *** was canceled on February ******, more than 120 days after the last payment was received, and the unpaid balance was sent to collections. 

      Customer Answer

      Date: 06/05/2025

       
      Complaint: 23398161

      I must express my disagreement with this response. I acknowledge that I halted payment on my plan; however, I question the ethics of sending me to collections for the last two months of that plan while simultaneously collecting payments for a new plan covering the same period for the same dog.

      This situation raises concerns about potential double billing, which I believe constitutes fraud. When I learned that Banfield would not transfer the existing plan, the new owner initiated a new plan that overlapped with the two months for which I was sent to collections. The new owners were willing to make those payments, but Banfield's refusal to transfer the plan compelled them to purchase a new one.

      Furthermore, Banfield was aware of the dog's rehoming and the new owner's intention to enroll him in a plan, yet it still chose to collect payments from both parties for the same animal, prioritizing contractual obligations over ethical considerations.

      Sincerely,

      ***** *****

    • Initial Complaint

      Date:05/29/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am requesting a full copy of my dogs medical record for his visit 5/28/2025. This includes all clinician notes, diagnosis, exam findings, medication recommendations, plan of care and any documentation related to the visit. Under Massachusetts law and **** guidelines, I understand I am entitled to a copy of my pets record, regardless of billing or payment status.The clinic staff (******) informed me that the record would only be provided if I agreed to pay an undisclosed charge. He refused to provide me the amount of the office visit charge yet stated that my account would be forwarded to collections. This appears to be an attempt to withhold a medical record until a fee is paid which is not consistent with best medical practices or ethical standards.Please confirm receipt of this request and provide the record within 7 business days.

      Business Response

      Date: 05/30/2025

      The medical records is available at the end of the visit, once the invoice has been finalized, as our practice management software locks the records and notes for the visit at that time. Clients have access to their medical records anytime upon request, or by going to ****************************, or the Banfield Client App. At no point was there a refusal to provide medical records in this matter. The invoice was for the completed physical exam and office call. As Ms. ** left without paying for these services and declined to pay, upon conversation with the hospital leadership, the invoice was closed, and the unpaid amount was sent to collections.
    • Initial Complaint

      Date:05/28/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I was a member of the Optimal Wellness Plan for my dog for the last 9 years. I decided to not renew my plan when it expired on 5/31/2025 due to the plan not operating as promised. For example, with the plan I am entitled to appointments when I need them. Yet, anytime I try to schedule there are no appointments available or I am told to call back next month when the schedule will be made. Regardless, I emailed that I was not going to renew my plan. I was required to do this before 5/31/2025 or the plan would be automatically renewed. I emailed them on 5/22/2025 saying I was not going to renew. They responded that ok they would cancel the plan even though my plan goes through 5/31/2025. If I had canceled early, I would still have to pay my monthly fee so why when I am not renewing is it canceled early and I essentially lose a week of use that I have paid for.

      Business Response

      Date: 06/04/2025

      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 ***.

      Ms.***** contacted us via email at **************************************************** from the email address attached to her file on May 21, 2025. In that email she stated that she did not want to renew her *** for ****. Our representative responded,stating that the *** was no longer set to renew, and that there was a $0.00 balance owed on the *** it would expire on May 31, 2025.

      Ms. ***** sent a second email on May 22, 2025,with the following message. Please cancel now so that I dont owe any other monies. Thank you. Our representative cancelled the ***, as requested, and replied to the email advising Ms. ***** that the account was now cancelled.

      We did not hear again from Ms. ***** until May 26, 2025, when she emailed stating she wanted to have the *** reinstated until May 31, 2025, to use services. As the *** had already been canceled for several days our representatives were unable to accommodate this request.

      Ms. ***** paid 12 monthly payments into her *** and received services and care for 356 days. The *** was cancelled at her request and was done so with no cancellation fees. We are unable to reinstate the *** at this time and will not be providing a refund.

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23388975

      I am rejecting this response because: It was not made clear that if I went to the term of 5/31/2025 that I would not be charged any fees.  I wanted my services to go to the full term of the contract which was 5/31/2025.  I wanted to make sure they knew I was not signing up for another year but I should receive benefits for the entire term I paid for.

      Sincerely,

      Seniye *****
    • Initial Complaint

      Date:05/23/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      The location closed on *********** and was charged with fees after closing. The location had moved to another location was too far away. The agreement was for the *********** location. When visiting the other location in *********** staff member was rude, cancelled plan. Still charged and threatened they would with send to collections. I dont want to go back to their plan and charged for services not rendered.

      Business Response

      Date: 05/27/2025

      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 ***.
      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 the case of Ms. **** pet Tofu, $1,967.93 in services and discounts have been received through the plan this year. $398.65 has been paid and would leave $284.75 as Ms. **** cost to cancel the plan.

      Due to the concerns Ms. *** has raised regarding the service received at our local hospital, We have escalated this concern to the local Field Leaders to follow up with directly. We have instructed them to do so within 3-5 business days in order to discuss Ms. **** concerns.

      Customer Answer

      Date: 06/03/2025

      Unresolved 

      Bansfield is trying to charge full service of $1569.28 when the client had been on the wellness plan that includes these services.

      Or to pay til October 2025.  The hospital refuses to cancel the charges.  They have also purposely delayed prescription and tried to blame another company for their poor job management.  The closing of their hospital is their responsibility not the client.

      Business Response

      Date: 06/13/2025

      Banfield representatives were able to speak with this client on May 29th and offered to cancel the *** at no cost. This was completed and there are no further monies owed on the ***.
    • Initial Complaint

      Date:05/21/2025

      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.
      Our dog was examined for breathing problems on May 8th. We were told more tests were needed to come up with the cause of her breathing problem. $849.70 later on May21, for exam, blood test, and x-ray... and they claim there is nothing wrong with her. She still has the same breathing problems and they gave us no explanation or reason why. It seems they charged us for nothing, because our dog has the same problem after 2 visits, all this money spent, and the don't know what's causing the problem.

      Business Response

      Date: 05/27/2025

      Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 

      While we appreciate every opportunity to review,discuss and address our clients concerns, the discussion of a patients care is best done directly between the client and care provider. We have escalated this concern to the local Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days to discuss your concerns.

      Customer Answer

      Date: 05/30/2025

      They called my wife with a crazy answer... telling her they don't have an answer and want to do MORE tests.  THey just keep charging us money but don't provide a cause of the dog's problems.  This is far from resolved.  

      Business Response

      Date: 06/04/2025

      The attending veterinary team has spoken with Mrs. ********** the owner that presented ****** for care, and confirmed that she presented ****** for mobility concerns and not the chronic respiratory issues. Mrs. ********* indicated that she understood the recommendations for continued diagnostics were confirmed by the radiologist that reviewed the radiographs, in order to rule our malignancy versus fungal osteomyelitis. The attending veterinarian did also offer chest x-rays for the respiratory cough as well. Mrs. ********* repeatedly indicated that ******** cough was consistent but had not gotten any worse.

      At this time, we must decline the request for a refund as we did provide care for the presenting complaint.

      Customer Answer

      Date: 06/06/2025

       
      Complaint: 23361657

      I am rejecting this response because:

      On the first visit for breathing issues, they requested blood test and xrays... on the 2nd visit they did the blood test for the breathing issue, and should have done the xrays they asked us to submit to.  We know the issue with her paw was a broken nail... they didn't need xrays to tell that was the problem with her "mobility issue".  

       

      ****** still has the breathing issue and we are not paying them for more xrays that they should have done when she was there last time.  


      Sincerely,

      **** *********

    • Initial Complaint

      Date:05/20/2025

      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.
      There's two open accounts in my ex-wifes name. My credit card information is currently paying the monthly bill, I did not have a contract with Banfield, I am not on the account. I've attempted to remove my credit card information from the system, but they refuse to work with me because I am not on the account. I've called corporate, I've gone into the store, They acknowledge my credit card on file. They acknowledge that I do not have a contract with them but they refuse to remove my credit card and continously charge my account. This has been going on since February. I've disputed the charges but Banfield answers the dispute and I am unable to stop the pain..... This has to be illegal. I do not have the dogs, the ex-wife has the dogs. We do not have contact with each other, I am not responsible for these charges. Banfield will not work with me because I am not on the account

      Business Response

      Date: 05/27/2025

      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. 

      Mr.******* card has not been charged for these accounts since April 19, 2025, and will not be charged again.
      We are working with his ex-wife to determine how we will move forward, but we will not be charging Mr. ******* card again unless he authorizes us to do so. We do not expect, nor will we be asking him to authorize any future charges on these accounts.


      Customer Answer

      Date: 05/27/2025

       
      Complaint: 23356670

      I am rejecting this response because: I need to be reimbursed for March and April. I've disputed the charges, Banfield answers the dispute (Somehow) and my ********** does not refund the money. My ********** account has changed 4 times over the course of 3 months trying to prevent the charges by Banfield, I am unsure a refund back to the creditcard will work. I can provide the proof of Capitalones denials to refund and calls to the corporate going on in March. Please see attached. The "Practice Manager" at the store that holds the dogs account confirmed the credit card change was done in Feb for Mazikeen... That credit card change should have been applied to all 3 accounts. 

      I will consider this resolved after I work with whomever to get refunded for March and April. 


      Sincerely,

      **** ******

      Business Response

      Date: 06/04/2025

      Any further refunds of charges will need to be handled between Mr. ****** and Ms. ********* as this is a civil matter. Banfield stopped payments when we were notified and the request to do so was made/authorized by both parties. If the payments should have been stopped sooner as an agreement between the two parties, then this is a civil matter and needs to be resolved between the two of them.

      Mr. ****** informed us in May that he was disputing the charges with his financial institution. Banfield did not deny that dispute.

      Customer Answer

      Date: 06/04/2025

       
      Complaint: 23356670

      I am rejecting this response because: I am confused on how this is written. I have not been reimbursed the money for the 3 months I was charged. I understand that the BBB is sending that response to the merchant.. However, if I choose "Yes I am satisfied" the case would be closed? I do not want the case closed until im reimbursed the $360 ($60 for each dog) for the 3 months I was inappropriately charged. 

      Sincerely,

      **** ******
    • Initial Complaint

      Date:05/20/2025

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ***************************************** 19, 2025 Re: Banfield Cancellation (Shadow AKA Astro *****)Dear Petsmart Administration,I am writing to express my dissatisfaction with my experience regarding the Banfield insurance I acquired in January 2024 for my kitten. Following a brief conversation with one of your employees, I was encouraged to sign up for the insurance, assured that I could cancel at any time. As a full-time college student residing four hours away from home, this assurance was crucial for me. However, once I returned home, I discovered that there was no Banfield location available in my area.Upon this realization, I promptly called to cancel my policy, only to be informed that cancellation could not occur for one year. After the year had passed, I attempted to cancel again, only to encounter the new requirement of having a $0 balance before cancellation could take place. Unfortunately, my balance has continued to accumulate despite my lack of use of the insurance.This experience raises serious concerns about the misleading practices of your employees and the lack of promised benefits. I kindly request your prompt attention to this matter, as I feel trapped in a policy that is not providing the coverage I was led to believe it would.Sincerely, *********** ***** ******************************************

      Business Response

      Date: 05/27/2025

      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 ***.
      Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).

      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 ***. 

      Regarding Mr. ****** pan for Astro, the plan was started on 1/3/24, Mr. ***** called our contact center to discuss cancelling a he was moving on 5/9/24 and the cost to cancel was discussed with him at that time. We also asked where he was moving to as we have hospitals all over the United States Mr. ***** declined to share that information with us and chose to consider the cancellation and call us back.
      We did not hear back from him until 1/6/25 when he came back to the hospital for another visit. By this time, since we hadnt heard from him, his plan had renewed for a new term (1/3/25 1/3/26). He completed 1 payment for this second term on 1/19/25 and ceased all future payments after that. He communicated with our contact center on 3/10/25, 4/8/25, 4/25/25, and 5/15/25 by which time his account was seriously delinquent and about to be sent to collections. Mr. ***** claimed he was cancelling due to cost (not location) and stated that he refused to pay.

      Mr.****** first year on the plan he received more than $1022 in services through the plan and paid $611.40 towards the plan.
      Mr.****** second year on the plan he received more than $254 in services through the plan and has paid $32.95 towards those services. Mr. ***** was offered a settlement of $160.75 to cancel the plan and that offer still holds if he calls us to cancel BEFORE the plan is sent to collections. Once it is sent to collections, he will need to pay the full balance.
    • Initial Complaint

      Date:05/19/2025

      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 was enrolled in the Optimum Wellness Plan effective 2/2/22. I called in May 2024 to cancel the plan and was told I'd be required to continue paying monthly for the remainder of the program year. According to the Terms and Conditions, Step 9a, that is incorrect. I offered to pay the remaining balance for the service provided on 3/30/24, but was advised that was not acceptable. When payment wasn't made, they sent my balance to collections. I disputed the amount with the collections agency, but they said Banfield denied the amount. I am willing to pay $423.64 for the services I used, but based on the Ts&Cs, I do not owe the amount quoted.

      Business Response

      Date: 05/19/2025

      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 ***.

      When Ms. ***** contacted us on May 2, 2024, to cancel the *** for tank she was advised of the remaining balance owed on the plan. 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 ***. 

      Tank received services and discounts from the *** in the amount of $470.84. At the time of the call, Ms. ***** had made 2 monthly payments of $62.95, totaling $125.91. The balance owed at the time of the call was $344.94. Ms. ***** indicated that she could not pay the amount all at one time and she was advised that she could make 5 monthly payments of $62.95 and then call to cancel the *** with a final payment of $30.19. The *** was set to not renew and Ms. ***** indicated she would continue on the monthly payments until August as advised.

      Unfortunately. My ***** failed to bring her *** current (it was behind one payment at the time) and she made no additional *** payments. She also failed to communication further with us despite our multiple attempts to discuss the account.

      Per 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.

      The last payment we received from Ms. ***** was on March 26, 2024. The *** was placed on hold on April 26, 2024, and was cancelled, per the terms of the agreement, on August 25, 2024. The remaining unpaid payments were sent to collections. Ms. ***** is encouraged to contact our contact center as they may be able to offer her a settlement on the balance owed.
    • Initial Complaint

      Date:05/19/2025

      Type:Sales and Advertising 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 my dog for a vet appointment to Banfield Pet Hospital, where I was informed that I had to call a certain number to settle my account. It happened that they were charging me $469 for a debt that, according to them, I owe them from 7 years ago. They claim that I didn't pay for a whole year of pet insurance. I did enroll my dog on their yearly plan when I first got the pet, but then I realized that the their approach to "health care" was to sell services, the more the better, the majority of which turned out to be "inconclusive", so after a while I cancelled the plan. Since then I took my dog several times to the clinic, in particular to treat the dog for allergies or vaccination, and every time I had to pay for the visit (which is the only thing you get for free when you are enrolled in their plan); so for 6 years I took my dog for their vet services, and not once EVER they mentioned the fact that I had cancelled the enrollment or that I owed them a full year of the monthly payments. Not once. Until this year, when I made an appointment to put my dog down because she wasn't eating. The vet there convinced me to give an arthritis medicine a try before putting the dog down, and it was at that visit that I was informed about the debt, that according to them, I had incurred 7 years before. Of course I protested that I had cancelled the wellness plan (I think that's the name) because I saw no value in it and in any case they could have asked me before why I didn't want the plan instead of asking me 7 years later to pay for a whole year of coverage that I never requested and never received. Again, I paid off my pocket for every visit to the clinic ever since and they never mentioned the debt or the plan again.

      Business Response

      Date: 05/23/2025

      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 ***.
      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.

      For Mr. ****** he last had his pet Mafalda on an Optimum Wellness Plan that was supposed to run from August 25, 2018 until August *******. Mr. ***** stopped making payments toward the plan after October 19, 2018.He discussed this with an agent from our contact center who called to ask him about this on February 14, 2019. He was advised of his past due balance and stated he was not yet sure what he wanted to do with the plan. When he failed to make payments, he was then sent to collections for his outstanding balance.Prior to having failed in his payments, Mr. ***** and his pet Mafalda had received $608.62 in services and discounts before the plan cancelled. Towards this, Mr. ***** had paid $79.90. His debt is valid and will need to be paid.
    • Initial Complaint

      Date:05/17/2025

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Banfield vet conducted first surgery causing problems where the drain may have been not properly placed causing swelling and infection requiring another surgery and additional meds.

      Business Response

      Date: 05/19/2025

      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.

      Customer Answer

      Date: 05/21/2025

       
      Complaint: 23343714

      I am rejecting this response because: no one reached out to me. 

      Sincerely,

      ***** ****

      Business Response

      Date: 05/30/2025

      Our records indicate that the local hospital leadership spoke with you on May 22, 2025, and after discussing the concerns they were able reach a mutual resolution including a partial reimbursement.

      Customer Answer

      Date: 05/30/2025

       
      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,

      ***** ****

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