Complaints

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

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  Banfield Pet Hospital

  18101 SE 6th Way Vancouver, WA 98683-7509

• 

  Banfield Pet Hospital

  7501 SW Dartmouth St Tigard, OR 97223-8655

• 

  Banfield Pet Hospital

  14405 NE Fourth Plain Blvd # 124 Vancouver, WA 98682

• 

  Banfield Pet Hospital

  130 SE 192nd Ave Vancouver, WA 98683-9504

• 

  Banfield Pet Hospital

  7535 SW Barnes Rd STE 109 Portland, OR 97225-6269

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

• Initial Complaint

  Date:05/09/2025

  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.

  On May6,2025. I looked at my bill from Banfield Pet Hospital and found that they had changed me to ***** from ***** for the month. I called their ***************** I was told that I had changed the plan in March when the plan automatically renewed, I tried to tell them that I did no such thing to request a change to my plan, only ASKED ABOUT THAT YEAR BEFORE, because of my dogs teeth and that I would let them know if I chose to change at the beginning of the next renewal time if someone called me and we could DISCUSS this at that time, as I am 75yrs old and I would have to see if my bills could afford the change. They told me that they could not help and I would have to call the Clinic I take my dog to. I called the clinic, told them I had not given my permission to CHANGE MY PLAN AND I NEVER SIGNED FOR A CHANGE IN MY OLD PLAN, they told me to call the **************** back, I did, CS sent me back to the clinic, they told me again at the clinic that I had to go to CS, they referred me back to the hospital. This is 4 calls in less than and I hour. About ****** later, the Banfield Hospital called me back and told me they COULD DOWN GRADE MY PLAN FROM THERE, but she had to her manager. The Manager came on the phone, she said that she understood the problem, and she would call me on Thursday, May 8th after she talked to their CORPROATE OFFICE. She did call, and told me that they could change it back for a fee of ******. I told her again, I DID NOT REQUEST A CHANGE IN MY PLAN, I just wanted to see if I could afford it at the time of plan expiration, I WOULD MAKE A DICISION then. She did not clear up the problem, she told me the plan had to stay at the higher rate and I could change it the next year 2026, and they would send me collections . I told her that if someone had called me at the hospital and I had discussed, I would have TOLD THEM, THAT I DID NOT WANT TO CHANGE THE PLAN, that I lived on my SS and I had just renewed my lease and could not afford a change,

  Business Response

  Date: 05/16/2025

  We appreciate the opportunity to respond to Ms. ******* concerns and to propose a possible solution. 
  
  BANFIELDs OPTIMUM WELLNESS PLANS (***s)
  
  Banfield ***s are a package of itemized preventive veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleanings.  *** clients also receive other non-preventive veterinary care at a discount.  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. ******* *** AGREEMENTS AND USE OF SERVICES
  
  Ms. ****** enrolled her pet, ****, on an *********** *** in March 2022. The *** and services renewed annually, per the terms of the agreement. In September 2024 the local hospital team did discuss the need for **** to obtain a dental cleaning, along with the opportunity to upgrade Iveys *** at the time of renewal to an *********** Plus *** package to include a dental cleaning. It appears that there was a misunderstanding during that visit and the team believed that Ms. ****** was requesting to renew at the *********** Plus and set the plan accordingly. When the *** renewed, per the agreement, on March 3, 2025, it was in fact upgraded to an *********** Plus level. Ms. ******* *** payments increased from $64.95 to $80.95 at that time.
  
  When **** was presented for care on March 5th and again on April 23rd, the care, services and discounts were provided from the *********** Plus ***, some of which would not have been available on the lower level, ***********, ***.

  In an effort to resolve this matter, Banfield has processed the difference in the *** payments made, totaling $48.00, to the address on file. Banfield has also cancelled the *** and waived all further monies owed by Ms. ************ under the ***.

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23307369
  
  I am rejecting this response because: My name is not ** ******, it is ****** ******-Green. 
  
  Sincerely,
  
  ****** ******-green

  Business Response

  Date: 05/23/2025

  This was an error in our typing as we were writing the response to the ** representative. The response is valid and stands.

• Initial Complaint

  Date:05/09/2025

  Type:Product 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 hospital sent me a promotion for a free first visit and I scheduled it. My son took our dog Ohana there. They asked him if its his first time and he said yes and was charged full price $120. When I found out i had him call your office the next day. He was told that somebody will get back to him. Noone ever did. Then I called again myself, the receptionist was rude and she told that somebody will call me back tomorrow and noone ever did. I contacted instagram and it was the same, ***** contacted me back and resolved the situation. I asked for credit for next visit and they refused. I am very upset with customer service and misinformation and asking for refund.

  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. 
  
  Ms.Kirzhners son ****** (our client of record) was able to discuss this issue with our Practice Manager on 5/10/25. They discussed that we were never presented with the online coupon or promotion at the time of the visit and this is why it was not credited to his invoice during the visit. If we were informed of and shown the coupon, we would have honored it, but it is not provided unless we are shown the coupon. Mr. ******** was informed that we would discount his next office visit should he return, and we did notate his record to ensure that this is provided in the future.

  Customer Answer

  Date: 05/12/2025

   
  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,
  
  ***** ********

• Initial Complaint

  Date:05/08/2025

  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.

  Banfield Pet Hospital sold me Wellness Plans for my two elder cats. The plans were sold as a monthly fee to fully cover a number of services, and others that would be at a discounted rate. I was made to believe these plans were cancellable at any time.When trying to cancel, I was denied and given the choice to pay a cancellation fee or an owing balance. In other words, these plans are annual prepayment plans that require at least a 12-month ************* cats passed in the summer of 2024. Banfield obscured information about the plans and the methods by which we could cancel them. I'm unable to view the time left on a plan via their web portal, and I'm unable to see if I have an "owing balance".Worse still, once my cats passed, the hospital recorded them as deceased, yet I continued to be billed for their plans. After being assured the plans would automatically cancel at the 12-month ***** they DID NOT, and I was billed for additional months of service.Banfield employs predatory practices to prevent customers clarity on terms to cancel, and when I brought my frustrations to them in hopes of resolution, they told me I had no recourse other than to file a complaint against the hospital staff that sold me the plan. I've had to file chargebacks, but my credit union can't charge them all back due to the length of time this issue has persisted.I had to call multiple times over the course of months to get a partial resolution - they finally cancelled the plans, but refused to offer any refunds.Banfield systems clearly are able to communicate between hospital and corporate HQ, as the hospital staff can see notes about my calls. They are purposely letting charges accumulate for plans assigned to dead animals, then impose cancellation fees & blame the hospital instead of taking any accountability.There are 5 months @ $147.90/mo of charges I'm disputing.

  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 saddened to hear of the passing of ****** and *****. It is always difficult to lose a pet and we are sorry that the ongoing responsibility for ********************** Wellness Plans are adding to that difficulty. I do see that ************ has had multiple conversations with our contact center regarding these plans and has even chosen to enroll his new pets on plans with us.
  
  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).

  Per the terms of the agreements, 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 ***.  This method of cancellation is applicable regardless of the reason for the cancellation including the passing of a pet. 
  
  The signed agreements were emailed to him through DocuSign for the signatures to be placed on them as is reflected in the documents with the DocuSign stamp on them.
  
  ******* plan renewed 5/1/24, received services and discounts at our hospital on 8/17,8/30, 9/11, 9/13, 9/20 and 9/28 before passing away on 10/6/24. $1,121.31 in services and discounts were received during those visits and $887.40 was paid for those services. No discount will be provided for ******* plan.

  Boriss plan renewed 5/29/24, received services and discounts at our hospital on 5/31.6/22. 7/9, and 7/10 before passing away on 7/15. $630.31 in services and discounts were received during those visits, $813.45 in payments was received.$183.14 will be refunded by check to Mr. ********* for this. Mr. ********* will receive a check in 2-3 weeks.
  
  
  
  
  

  
  

• Initial Complaint

  Date:05/08/2025

  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 have a wellness plan with Banfield pet hospital. Last time I took my dog in they talked me into using services that I might need later. I said no two or three times. They talked me into it. Saying if I needed it I could renew the wellness plan early and use x-rays. They reneged on that, saying I needed to wait more days. My dog is sick now she could die now. They refused any kind of help to make it better. And we're going to charge me $500 for something that should have been included with the monthly fee that I have been paying. But they talked me into wasting that early. I got upset. They threatened to call the cops so I called the cops. I am sure they have cameras at the front desk and you can see exactly what happened if you request their footage. They said I was throwing things and waving my hands around, not possible I was holding my dog at that point I got asked to leave while my dog was still sick. They have also promised me that the manager would call me back 20 or so minutes after I left the promise. And I still have yet to hear from them an hour later. The police report number is 25-12003. I would appreciate it if you actually pulled the footage from the store. They lied and coerced and it comes out of my pocket.

  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 (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.
  
  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 in order to discuss your concerns.

• Initial Complaint

  Date:05/07/2025

  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 am filing a complaint regarding Banfield Pet Hospital due to their failure to notify me of a lapse in my pet wellness plan payment. I was not informed that the plan had become inactive or that there was a balance due, and was later contacted by a collection agency without warning. I was under the impression that this was a flexible monthly wellness plan and not a binding yearly contract. Additionally, I was not the individual who initiated the plan, and my information was used without my full consent. I request that Banfield correct this issue, their email should not be generic. They had my phone number. They had my mailing address and they still sent me nothing in the mail. remove the account from collections, and ensure better communication practices moving forward.I also never got an email for my payment I made today. got nothing at all about being sent to collections or about the outstanding balance. Also, nothing was ever signed in regards to making this a contract. did not set this account up. This is not how you do business. I attached the last email I received from them. The last payment they got from us was in September and it started July 31 of 24.

  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.  
  
  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 ***.  
  
  If a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due.  Once the overdue balance is paid in full the plan is re-activated, and the services will become available. 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.
  
  With regard to Ms. ***** Optimum Wellness Plan for Raven, her latest plan renewed on 7/31/24 and $430.37 in services and discounts were received through the plan. One payment of $65.55 was received for this plan on 8/26/24 and the plan was sent to collections after additional payments ceased without notification. 
  
  After a conversation with our contact center on 5/7/25 a settlement was reached, and Ms. **** made an agreed upon payment. Ms. ***** plan was removed from collections showing a $0.00 balance. No further monies are owed at this time.

• Initial Complaint

  Date:05/06/2025

  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 signed up for a pet wellness membership in April of 2024. My dog had one wellness appointment under this plan and that was it. I simple tried to get out of the membership in January 2025 I was told the membership was canceled. However, I continued to receive a nonpayment letter for the future months. I attempted calling to get the membership canceled I was told they couldnt do it that I needed to email. I emailed and was told I needed to call. It was a complete hassle. I received another nonpayment even though I was under the impression the account was canceled so I again called and was told because my dog was seen way back in June of 2024 that I had to pay for those services or the months of the membership. They make these memberships impossible to get out of which isnt ok and on top of that they leave out details like paying for services even though I was paying a monthly amount for the membership. Its extremely deceiving.

  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. 
  
  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).
  
  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 **** 
  
  If a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due.  Once the overdue balance is paid in full the plan is re-activated, and the services become available for use.  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.
  
  Regarding *************************** account with **********************, she actually has 3 different pets each with their own Optimum Wellness Plan:
  
  ********* Initially enrolled in the plan on 1/4/22, her plan last renewed on 1/4/25. Ms. *********** contacted us to cancel this plan on 3/25/25 and the plan was cancelled with no money owed.
  
  ***** Initially enrolled in the plan 6/24/24. $1,150.65 in services and discounts have been received through the plan and $641.15 has been paid towards the plan. The plan has 1 remaining payment left of $59.02 before the plan expires. Ms. *********** contacted us to cancel this plan on 4/29/25 and was informed of the remaining payments before cancellation during that call. The plan was set to not-renew after it expires on 6/24/25.
  
  ******* Initially enrolled in the plan 4/18/21, this plan last renewed on 4/18/24. $635.35 in services and discounts have been received through the plan and $457.65 has been paid towards the plan. This plan is currently on hold due to payments failing as of 1/26/*****. McCallister contacted us on 4/29/25 and was informed of the status of the plan including the remaining balance of $152.55 in order to resolve the plan and avoid having it sent to collections. The plan has also been set to not-renew.
  
  In order to avoid collections, Ms. *********** will need to pay the remaining balance on her 2 remaining Optimum Wellness Plans. 

• Initial Complaint

  Date:05/06/2025

  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.

  On May 6th, I took my pet to Banfield. I spoke to the veterinary technician/assistant who was unable to answer any of my questions. The vet tech left, spoke to the veterinarian, came back and instructed they administer a skin impression. He was unable to answer any of my questions about the test, including what it was testing for. After being unable to answer any questions for over 20 minutes, he retrieved the veterinarian. I don't think the veterinarian would have attended the appointment at all had I not requested to speak to her. The entire time, she kept saying "I have to go I have another patient." Meanwhile, we discussed only one of the three issues I wanted to discuss, and I had very few of my questions answered. At the end of the appointment, I was given two medications with virtually no oral instructions. I asked for the price of the medications several times and was not given an answer, I was not told the price until checkout. After feeling pressured to make these purchases and being rushed out of the clinic, I immediately knew I did not want these products. I went back to return them within 6 hours and was told they were not refundable, despite both products being visibly unopened (i.e. blister pack unbroken). This was the worst experience I've ever had at a veterinarian, I will not be returning to Banfield.

  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. 

  While we appreciate every opportunity to review, discuss and address our clientsconcerns, the discussion of a patients care is best done directly with the client.   It appears our teams have reached out to you on May 8th to discuss this matter and were unable to reach you and left a message.  We have escalated this your comments 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: 05/18/2025

   
  Complaint: 23296088
  
  I accept the response I received over the phone, (I was told Id receive a refund), but Ive yet to receive an email confirmation, refund, or any next steps since that phone call so am responding to keep this complain open in the interim. 
   

  Business Response

  Date: 05/23/2025

  Ms. ****** was informed that a refund for the Simparica Trio ($174.99) would be processed upon completion of a settlement agreement, and that the process may take 46 weeks. 

• Initial Complaint

  Date:05/06/2025

  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.

  On February 3rd, 2025 We took our dog into Banfield in ************, ** for a well check and nail grinding. We ended up in an emergency vet clinic with a $1200 bill. The issue was kidney failure due to medication prescribed by banfield. I am not suing them, but tried to cancel my plan as my dog needs specialized vet care. They were not willing to waive tge remaining 4 months of the plan, instead they will charge me over ******.

  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 ***. 

  Mr.******* has received $988.61 in Retain value of service/discounts.  He has made $531.60 in payments.    The required payment of $265 is due to the fact that he has already received services prior to paying for them. 

   As a client service gesture, we have waived the last two payments of his ***.   This will reduce the amount to end the plan to $132.90.   Mr. ******* can choose to pay this by calling our client service center and cancel plan immediately.   He can also choose to allow the next two-month payments to draft.   After the July payment,no further drafts will occur and the plan is scheduled to not renew in October.     This would allow him to use the plan services and free office visits at any Banfield until October 4, 2025.  He can reach out to our wellness plan relation team with any additional questions. 

  Customer Answer

  Date: 05/12/2025

   
  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,
  
  ****** *******

• Initial Complaint

  Date:05/02/2025

  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.

  Banfield hospital is sending me to collections for 504 dollars. For services never rendered.Their health plan is a scam. I can't the health plan for my dog but they kept charging us. So they want 504 dollars for no Services rendered.

  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.  Unfortunately, the phone number provided does not correspond to an account in our system.   If we can be provided the phone number on the pets account, we would be able to research Mr. ********* concerns.   Thank you for the assistance with the additional information.  I have provided basic wellness plan information below regarding the wellness plan.

  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).

  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 **** 
  

  Furthermore, 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.

• Initial Complaint

  Date:05/02/2025

  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.

  ******* (domestic cat) was seen on 03/10/2025 night for a bladder obstruction, he was discharged at 2am and they told us to bring him to his regular clinic for IV fluids later that day (03/11).We called Banfield (he gets his shots there and used to have their insurance) and they accommodated us in the ********** location right away (arrived at 1pm). They received his ** records from the night before with all his levels and were aware of the situation. We told them as stated from the vet, that he needed IV fluids to help his kidneys, and recheck his levels after that.They told us to leave ******* there and wait for a call back with updates and they will do everything there. We called at 3:30pm (asking for updates) and they said the doctor was "reviewing" his bloodwork and were gonna call us back soon.4pm vet calls, he starts taking about ********** weight" and his kidney levels thinking they were up because of his weight. We explained again, that he was seen in the ** the night before for a bladder obstruction and they were able to clear it but he needed IV fluids on 03/11 to bring the levels down (they confirmed they received the report in the AM but this vet had no knowledge of it). After him being there for 3 hours, they told us they were UNWILLING to give him fluids because he was "too angry". We lost time and his levels were rising, they gave us no options but take him somewhere else.We rushed to get him and brought him to the **. Had to pay $275 for the visit anyways. Blue Pearl immediately admitted him and gave him the fluids he needed, stayed overnight and made a great recovery.******* was labeled as aggressive at Banfield in the past, refused to give him shots once, without us drugging him (100% against this), I asked to try and be there when they gave him the shots and the 2 ladies working with him made a comment saying how great of a kitty he was and they were shocked and confused on why he was listed as aggressive.

  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. 
  While we appreciate every opportunity to review, discuss and address our clientsconcerns, the discussion of a patients care is best done directly with the client. We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We would like them to do so in this concern.   Ms. ****** contact information does not match a client or pet in our files.   If she has a phone number or alternative spelling of her name that may be helpful in finding her file.   Thank you for your assistance.