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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 type

    • Initial Complaint

      Date:05/13/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 husband and I signed up for a Wellness plan early this year for our four year cardigan corgi ******. It made the most sense for him since had on going thyroid issues and would need to be seen regularly. Unfortunately things took a turn for the worse and Banfields veterinarian suggested we take our dog to an internal medicine doctor. After alot of tests (not paid banfield of course) our dog ****** was diagnosed with early onset liver failure. We were devastated. We continued his monthly labs with banfield and check *** with Dr ******* at sunstone. ****** passed away in my arms yesterday afternoon. I have alot of emotions as expected but none like I had this morning. My husband called obviously to cancel our wellness plan. And that is when we found out we are being charged for cancelling early. Are you kidding me? My dog just died. This is so unethical. We do not want to cancel but our dog died. This is biggest bait and switch scam. In looking at other reviews they do this ALL the time. How can they be allowed to take advantage of a grieving family. ****** and *** Marie *****

      Business Response

      Date: 05/16/2025

      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.  We are deeply saddened to learn of the Barkers loss. Our thoughts go out to the ***** Family during this difficult time.

      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 ***.

      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 ***. 

      In this case, ****** received services and discounts from the *** in the amount of $1,654.50. The Bakers have paid $399.75 in monthly payments towards the ***.  An additional $239.85 was waived by a Banfield representative as a client service gesture. The remaining balance owed on the service provided from the *** package is $319.80, the remaining 4 monthly payments.

      Customer Answer

      Date: 05/16/2025

       
      Complaint: 23326276

      I am rejecting this response because the wellness plan is for keeping your dog well. I do not think it is ethical to charge for services I can no longer use. Also it would made this situation a lot smoother if someone explained this to us. When we signed up they knew he had medical issues. 

      Sincerely,

      ****** *****

      Business Response

      Date: 05/23/2025

      The terms and conditions of the *** packages are clearly stated in all education materials in the hospital and online and are discussed with the client at prior to enrollment. The medical records indicate that the annual terms of the agreement were discussed at the visit of enrollment.

      Customer Answer

      Date: 05/25/2025

       
      Complaint: 23326276

      I am rejecting this response because we were not explained that we would have to pay for a service once our dog died. 

      We are willing to settle this for $200  

      that is 2 1/2 months of membership we wont be using  


      Sincerely,

      ****** *****

    • Initial Complaint

      Date:05/12/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 4, 2025, I brought my dog, Brewski, to Banfield Pet Hospital in ************, **, for urgent care related to a visible eye infection and a suspected ear infection. He was kept at the clinic for eight hours, yet received no treatment whatsoever aside from a rabies ********** cleaning was done for his eyes or ears. No cone was offered or recommended, despite him visibly scratching the infected area raw. I was given only one prescription and was refused the remaining two because I couldnt afford the full amount up front. I asked for payment flexibility, including partial payment or charging my card later, and was denied all options.I was also pressured into enrolling in a $1,024 Optimum Wellness Plan under emotional distress, without a full explanation of the contract or the fact that I couldnt cancel it without paying the remaining balance. I feel deceived and financially ********** addition, although Banfield later sent digital Outpatient Therapy Recommendations, these were not explained to me in person. If I hadnt been able to access their website or log into my account, I would have had no way of knowing how to apply the eye ointment or care for my dog post-visit. These were generic summaries, not actual treatment records. The documents Ive attached clearly show:No medication was administered in clinic Treatment was marked as postponedMy dog was discharged with only one prescription and no care instructions explained in person Ive contacted Banfield Corporate and received only a generic reply. Ive asked that this matter be resolved through their corporate office, not redirected to the same local clinic that failed us.They have posted proof of not treating him whatsoever during his 8 hour long **************** was quickly deleted.

      Business Response

      Date: 05/15/2025

      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 escalated this concern to the local Hospital and Field Leaders to follow up.  Field Director spoke with Ms. ******* and they were able to reach a mutual resolution. The *** for Brewski has been cancelled at no additional cost.

    • Initial Complaint

      Date:05/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 12, 2025, My dog had a follow up visit with ** ******* at the ********** site. My dog needed severe eye care, she was dropped off at 8am. I arrived to pick her up st 4:30pm, I asked for some follow up instructions but did not get any instructions, I asked for instructions or to speak to the ** regarding follow-up care. The vet techs were very rude and refused to let me speak to the **. I wanted to see what meds to give, and if she could get some pain meds for her since I can see she was in a lot of pain. I asked if they have given my dog their first dose and she said no, I asked if they help me by giving her, her first dose of meds. They refused! Inasked to speak to their manager, at which I was told there was no manager and refused to give me her name. The ******** store manager was kind enough to help me and actually took the time with me to help me with my pet, while the girls at banfield mistreated me and neglected my dogs care. They had no problem taking my money. They Had my dog since 8am and I was there at 4:30pm to pick her up and did not even give her 1 pill for pain. My poor dog was there all day in pain. The girls response was "we will not give any meds until we get payment first!" What? Then refused to give her, her first dose after I paid! Her reason for not giving her the med was "giving her the meds can stress her out more, I dont want to stress her out!" No, she just didnt want to do her job, all she wanted to do is sit on her chair in front of the computer screen gosh forbid, she actually was required to do her job!. I asked if they could have the ** call me, but no one called me, I called the 1800 number with no help as they said they couldn't help me either. This is so unprofessional. If something happens to my dog I will be filing a suit against this place. They have not called, I got no instructions, and they got my money.

      Business Response

      Date: 05/16/2025

      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.

    • Initial Complaint

      Date:05/12/2025

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I paid late fees for my account to get it up to date on 4/28. I was able to make one payment for $70 online, but needed with someone to make one of these payments. they confirmed my account was up to date after making a $152 charge. I noticed that I was charged again by Banfield for $212, that I had not authorized and did not appear anywhere on my needed payments and was not brought up by the person I spoke with. The charge and payment history is not showing up on my banfield account. After calling, they stated I had missed a payment in January, however, my bank account shows I made a payment in January.

      Customer Answer

      Date: 05/13/2025

      Hello!

      I am writing to provide a small update about my complaint. After filing the complaint, I reached out again to discuss the situation. During that chat, I requested documentation of my payments from the last calendar year and they refused to do so. 

       

      Thanks!

      Business Response

      Date: 05/15/2025

      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 ***.

      ***** reached out to our contact center and spoke to a representative.  It was explained that when he paid the overdue payment on the *** for ****** the *** renewed, per the terms of the agreement, for a new 12-month term. As the *** was still 3 months behind (Feb., Mar., and Apr.) those payment pulled on the next available banking day.

      As a result of their call and discussion, the representative cancelled both **** at no cost and provided a partial refund.

    • Initial Complaint

      Date:05/12/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Company sent me to collections and hit my credit report over a membership that I called and cancelled over the phone. Theres no way to physically remove a payment card online so I called AFTER MY DOG DIED and could no longer use the service. I was told that the membership would be cancelled no problem. Now they are telling me I owe 400+ dollars for a completely useless membership fee. Also, they never contacted me to even let me know this was happening. Unscrupulous business practices, honestly, never use them if you can avoid it.

      Business Response

      Date: 05/15/2025

      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 ***.

      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 ***. 
      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.

      Banfield has no record of receiving any cancellation requests from Ms. *********** nor any record of Freya's passing.  

      At the time of Ferya's last visit at the hospital in May 2024, there was a balance owed on the ***. As such, when there was a continued failed to receive the monthly *** payments after August 26, 2025, the *** was cancelled, on January 25, 2025, and the unpaid balance $407.05 was sent to our third-party collection agency, per the terms of the agreement.

      We have, as a client service gesture, removed this account from collections and have waived all monies owed.

    • Initial Complaint

      Date:05/11/2025

      Type:Product Issues
      Status:
      Answered
      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 this complaint against Banfield Pet Hospital due to negligence, failure to provide scheduled care, and a lack of response to my attempts at resolution. I brought my cat in for a specific treatment that the appointment was scheduled for. Not only did Banfield fail to administer the treatment, but they also gave him a ****************** that was unnecessary and potentially harmful, as he was already up to date. This happened because Banfield staff did not check his medical records before administering the vaccine and did not get the ****************** approved before **************** a result of this negligence, I had to take my cat to another veterinary provider to ensure his health and receive the care he originally needed. This visit cost me $400 out of pocket an expense I should not have had to incur had Banfield provided appropriate and competent care.Following this incident, I contacted Banfield multiple times by phone and email to cancel my Wellness Plan and request a resolution. I have not received any response. Instead, I continue to receive threats of being sent to collections over the remaining plan balance.Given Banfields failure to provide the service I paid for, the unnecessary medical procedure performed, and the costs I incurred because of their error, I am requesting the following:Immediate cancellation of the Banfield Wellness Plan without penalty,Reimbursement of the $400 I paid to another veterinarian,Immediate halt of any collections activity related to this matter.This situation has been extremely frustrating and unacceptable, and I am seeking a prompt resolution.

      Business Response

      Date: 05/15/2025

      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:05/10/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have a monthly pet wellness plan. There is no way to cancel on the app or website. I called the toll free number and could not cancel or speak to a live person. I called my local Banfield pet hospital and was told there is no way to cancel on weekends and I must call the toll free number on Monday to cancel. The issue is my account is going to be charged a new monthly payment if I don't cancel before then.

      Business Response

      Date: 05/13/2025

      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.  

      Banfield's ************** offers assistance via phone (with call back features), online chat through **************************, and email. 

      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 ***.

      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 ***.  

      In this case Snowball has received services and discounts in the amount of $1,541.05. Mr. ******** has paid 6 monthly payments towards the ***, totaling $425.70. The balance owed on the *** for services already received is $425.70 the remaining 6 monthly payments.

    • Initial Complaint

      Date:05/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      March 16, 2025 Banfield pet hospital ****** permanently closed. The closest location in now in ************************************. Which is over 6 miles from my home. I do not drive nor do I have access to a vehicle. An **** one way is $62 and one way public transportation is over an 1h 1/2 commute. I called banfield to cancel my bet subscription. I was told I was still responsible for the balance.

      Business Response

      Date: 05/13/2025

      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. 

      The decision to close a location is never made lightly. All affected clients were communicated with and provided with details on how to transfer their pets' care to the nearest location. 

      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 ***.

      Per the terms of the agreement, a client can cancel an *** at any time, but if cancelled within four business days of enrollment, the membership fee and other fees paid are refundable minus the undiscounted retail value of services and discounts used under the ***.  

      In this case, **** **** received services and discounts from the *** package in the amount of $1037.45, while Noreli has paid $554.35 towards the *** in monthly payments. The remaining balance owed on the ***, as of the date of this response, is $137.85, the remaining monthly payments.

      Customer Answer

      Date: 05/14/2025

       
      Complaint: 23310679

      I am rejecting this response because:
      I am writing to formally reject Banfield Pet Hospitals response to my original complaint filed with the Better Business Bureau.

      Banfield closed the location where I originally contracted for services under their wellness plan. Despite this, they are refusing to offer any refund or pro-rated adjustment for the inconvenience and diminished access to care. The nearest available Banfield location is now over seven miles away, which is not consistent with the level of convenience or accessibility that was implied at the time of enrollment.


      This unexpected closure significantly impacts my ability to utilize the services I paid for and constitutes a material change to the contract. Banfields refusal to provide compensation or contract adjustment is unreasonable and fails to address the core of my complaint.

      I respectfully request that the BBB keep this case open and continue efforts to mediate a fair resolution. At minimum, I am seeking a partial refund or cancellation without penalty.

      Thank you for your attention to this matter.

      Sincerely,
      ****** *******

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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 lost my 18-year-old dog, Jovi, on May 5, 2025, and contacted Banfield to cancel her Optimum Wellness Plan. I was told I must either continue paying monthly for the remainder of the term (even though Jovi is deceased), or pay $164.85 for discounted services used.This repayment policy is not clearly disclosed anywhere in Banfields public-facing materials and feels exploitative, especially when applied after a pets death. I also paid $372 out of pocket for euthanasia, a service not covered by the plan.Meanwhile, several included services were never used this year including a second exam, dental cleaning, urinalysis, deworming, and ***** testing. If Im being charged for what was used, I should also be refunded for what wasnt.Ive been a loyal client for years and have spent over $2,300 in additional out-of-pocket expenses beyond the plan cost. I believe Banfields posthumous billing practices are both deceptive and deeply insensitive.I am requesting that Banfield cancel the plan immediately and waive the remaining balance, given that no further services will ever be provided and this policy was not transparently disclosed.

      Business Response

      Date: 05/12/2025

      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. We are sorry to hear of Jovis passing, it is always difficult when our pets pass away, and that is not helped by the challenge of resolving an Optimum Wellness Plan. I do hope that this letter and the solution offered will help allow us to all move forward in a positive and mutual way.

      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 ***.

      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 ***.  It is important to note that this is the method for cancellation regardless of the reason for cancellation including the passing of a pet.

      In the case of Jovi, $1,1011.87 in services and discounts were received prior to her passing, $549.50 was paid towards these services leaving an additional $109.90 remaining after our contact center already waived 2 payments.  However,as a client service gesture, Banfield is waiving the remaining payments and cancelling Jovis plan with no additional monies owed.

      Customer Answer

      Date: 05/14/2025

       
      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,

      Syringa ******

    • Initial Complaint

      Date:05/09/2025

      Type:Billing Issues
      Status:
      Resolved
      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.
      Feb. 12, 2025 I signed up for a "Wellness Plan" for my dog. Sign-up fee $171.03 was paid. I was told that included a vet to examine my dog. Then to stay in the "Plan" I had to pay $65.95 per month which I set up as an Electronic Monthly Transfer on the 12th each month. I was told I could cancel at any time. Today I tried to cancel, and I was told that I would then be charged for the vet's exam in February. Amount somewhere around $530.00, (which is about 3 times what any other pet hospital would charge) as I cancelled within 1 year. (I was not told I could only cancel after a year.) I called the corporate phone number I was given to cancel, ************?. I got a recording saying that my wartime would be 76 minutes!. I called back, and was given another number, ?**************?, where a recording said they could see the number I was calling from, and asked for my zip code. After I'd input that, I was told that the info I'd given didn't match what they had on file. I checked back with the hospital that confirmed my info was correct. Their original billing was $$530, they say that I owe somewhere in the $300's. I'm sorry I can't give exact amounts as I can't reach the hospital. I called and got a recording "We can't answer your call. If you like to try us again, press zero."

      Business Response

      Date: 05/12/2025

      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 ***.

      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 ***. 

      In the case of *******, $547.41 of services and discounts have been used since enrolling on the Optimum Wellness Plan which included complete in-house lab work and de-worming in addition to the office visit, $263.80 has been paid toward that. However,as a client service gesture recognizing some confusion around the nature of the Optimum Wellness Plan, Banfield is waiving the remaining costs and cancelling this plan with no additional moneys owed. That has now been completed.

      Customer Answer

      Date: 05/28/2025

      This complaint against Banfield Pet Hospital has now been resolved to my satisfaction.

      Thank you for your help.

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