Business Profile

Animal Hospitals

Banfield Pet Hospital

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Complaints

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

Customer Complaints Summary

1,129 total complaints in the last 3 years.
393 complaints closed in the last 12 months.

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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:05/02/2025
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.
On April 5 and May 1, 2025, I visited Banfield Pet Hospitals Biltmore location in *******, ** for veterinary care for my dog Max. I was a first-time client and should have received Banfields nationally advertised First Visit Free promotion. However, I was charged in full with no mention or application of the promotion, which I later confirmed is still displayed on their website. I paid over $500 between two visits and never received a clear diagnosis for my pets ongoing health issues.Staff pushed unnecessary upsells and became hostile when I declined. On May 1, when I called to ask questions about my pet's discharge papers, I was told I would be hung up on for showing displeasure and the call was ended. I then visited in person to retrieve my pets collar and request help understanding discharge instructions. The staff falsely insisted the information had already been explained, then left me waiting in the lobby for over 40 minutes before calling the police.While waiting, I observed unsecured printed prescriptions on the front desk showing other clients' personal and pet information. I documented this.I was issued a verbal trespass without justification. I have filed complaints with the ******************************, the AZ Attorney General (Case #**XEM-JMKRZ), and the **** HHS OCR (HIPAA Complaint Receipt #******). I request a response from a corporate representative unaffiliated with the Biltmore location.
Business Response
Date: 05/12/2025
Our field leadership team has communicated with Mr. ******** to discuss his experience in our hospital. In our review, we found there was an interaction with an associate that led to aggressive language and profanity from Mr. ********* Our hospital team felt uncomfortable and was unable to effectively resolve the situation directly with Mr. ********* Assistance from local law enforcement was required to effectively de-escalate the situation.
Since this interaction, our team has met with Mr. ******** to meet his request for information on his pets medical concern. A doctor has reviewed his pets care from the day of question as well as overall condition. Mr. ******** has decided to seek care for his pets elsewhere and we are able to provide his pets medical records as needed to his new provider.
Our website offers a coupon code for a First Visit Free to clients. This is not a universal offer nor selectively applied by our teams. It requires the client to bring in the coupon at the time of the visit and cannot be retroactively applied for a credit. At the time of his first visit, Mr. ******** did not bring to our team's attention that he wanted to use this coupon/offer and therefore, it was not applied to his invoice, which is standard.

In an effort to resolve this matter, Banfield refunded the cost of the visit ($73.95) to Mr. ********* Banfield also commits to follow up with the hospital team on client relations and handling client concerns. Mr. ******** verbally agreed to this resolution when he visited our hospital on May 5, 2025.
Customer Answer
Date: 05/27/2025
To Whom It May Concern,

I am writing in response to Banfields formal statement regarding my complaint. I must express my deep concern over the false characterizations and misleading portrayal of events provided in your message. Your statement inaccurately attempts to assign blame to me and distract from serious compliance issues that remain unresolved.

Key Clarifications:
Final Note:

Your mischaracterization of this event undermines trust and does not reflect the values Banfield claims to uphold. This matter is not resolved, and I will continue to cooperate fully with the oversight agencies and legal counsel involved.
Business Response
Date: 06/06/2025
Banfield did address these concerns with Mr. ******** and are reviewing the online coupons to ensure clarity in wording and understanding. This is what Mr. ******** was reimbursement for.
We respectfully disagree with some of Mr. ******** statements and decline his continued resolution requests. We will cooperate with any further inquiries raised by the agencies referenced in his rebuttal.
Customer Answer
Date: 06/06/2025
REBUTTAL TO BUSINESS RESPONSE Case ID ********
I respectfully do not accept Banfield's response, and I find it both inadequate and misleading.
While Banfield claims they "addressed" my concerns and that the refund I received was for a miscommunicated coupon, that mischaracterizes both the seriousness of the situation and the scope of my complaint. This complaint involves far more than a coupon misunderstanding:
1. Pattern of Misconduct and Client Mistreatment
The issues I raised were not about a billing error but about the systemic mistreatment of clients, data privacy concerns, and retaliatory actions by staff. Staff members named in this case, specifically ****** **** and **** ********, have a documented history of complaints online and in regulatory channelsthis was not an isolated event.
2. Retaliatory Escalation Involving Law Enforcement
I was peacefully waiting for an update on my pet when the staff abruptly stopped communication and later falsely claimed a need for police intervention. The responding officers confirmed that no law was broken, yet they followed me from the clinic, raising serious First and Fourth Amendment concerns. I have escalated this incident to:
The *********************
Phoenix Police Internal Affairs
Arizona Ombudsman Citizens Aide
3. PHI Exposure and Breach of Confidentiality
Unattended, unsecured medical records were left in a public lobby, violating HIPAA guidelines. I have submitted those findings to the *** *********************** and am cooperating with state veterinary board investigators.
4. Deceptive Marketing
The Free First Visit advertisement lacked essential disclaimers. Banfields claim that it was my responsibility to bring in a coupon was never communicated verbally, in writing, or online in a clear, legally compliant manner. This is now under review by the ****************************************************** and the *************************
5. Refund ? Resolution
The refund was issued after I escalated to multiple agencies and public platforms, and was not agreed to as a settlement. I did notand do notconsider this issue resolved.

Conclusion
Banfields response sidesteps core issues and minimizes their ethical and legal responsibilities. I will continue cooperating with the appropriate federal, state, and local agencies to ensure accountability. My request remains for:
A formal apology,
Investigation into the conduct of the staff involved,
And a meaningful response from Banfield Corporate and Legalnot the local location.

Here is video proof of me not swearing to Banfield employees and how they left mei
*******************************************
*******************************************

Sincerely,
******* ********
Initial Complaint
Date:04/30/2025
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 am an Optimum Wellness plan holder for my pet, and I am extremely unhappy with the services that I have been receiving at multiple locations of Banfield hospitals. I read, and was told, that I cannot cancel my policy unless I want to pay for the remaining months of my contract and for any discounts that I may have received, and I find that extremely unfair. My visit on April 22nd, was my last straw. Upon going over my pet's blood-work, I noticed a few things were well above the range that they needed to be. The doctor did not make me aware of this, so I called last week and was told a doctor could not get back to me until next week, but that some of his levels were in-fact concerning. Based on my research, his levels could indicate liver failure and he should have been further inspected to make sure he is healthy. They also did not address the main concern that I brought him in for, which was a bug bite next to his eye, which somehow turned into me leaving with an ear flush for an apparent ear infection, but nothing for his eye. I spent over $300 and my concerns werent even addressed.I brought my dog back one last time, two days ago, and they told me they messed up the previous bloodwork and that it came back normal a second time around (they made me pay for them to redo it).My dog has been acting like hes getting worse ever since I brought him in, and I cant even get a in-room appointment scheduled to speak with someone about my concerns. I find this to be extremely unprofessional, and I am left to bring my dog to another vet, and spend more money, even though I have a membership at Banfield. Not to mention, my dog has a huge bruise on his neck from the last visit. I just want answers and to know that my dog is healthy, but I cant even get the bare minimum. Although I find the employees to be very kind, they seem to be constantly overbooked, and I guarantee my dog was neglected due to this and I will be speaking to someone about their malpractice.
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.
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.

In this situation,our Practice Manager has already been working to contact and speak with ******** initially speaking with her on 4/28 and leaving messages as recently as 5/13.
Customer Answer
Date: 05/13/2025

Complaint: 23269478

I am rejecting this response because:
I do not wish to discuss this matter further with anyone at the hospital. When I was contactedpresumably in response to my emailthe only question asked was how my pet was doing, and there was no acknowledgment of the serious concerns I outlined. I was only reached out to one other time this morning. This lack of accountability is both unprofessional and deeply troubling.
It is unacceptable and unethical that my dog was mishandled to the point of sustaining a visible bruise. He has become noticeably fearful during recent visits to Banfield, which is highly unusual for him and raises serious concerns about how he was treated.
At this point, there is nothing the hospital can say that will resolve my concerns or restore my trust. I am requesting to be released from my contract and refunded for the botched bloodwork. If this matter is not resolved promptly, I am prepared to pursue legal action. I have photographic evidence of the injury and am fully prepared to escalate this issue as needed.
Sincerely,

Sohbian *****
Business Response
Date: 05/19/2025
The appropriate representative is attempting to reach Ms. ***** to discuss her concern and her desired resolution. We respectfully request that Ms. ***** return the call/message left for her by Dr. ******** the Area Chief of Staff. Unless Ms. ***** is willing to speak with Dr. ******* we will be unable to resolve this matter.
Customer Answer
Date: 05/20/2025

Complaint: 23269478

I am rejecting this response because:
I called the ************** location to speak to Dr. ******* today, and was told she does not generally work at that location and that they are not allowed to give me any of her contact information. How else am I supposed to return her call?
Sincerely,

Sohbian *****
Business Response
Date: 05/30/2025
Dr. ******* was able to speak with Ms. ***** regarding these concerns on May 21, 2025, and a resolution for partial reimbursement was reached.
Customer Answer
Date: 05/30/2025

Complaint: 23269478

I am rejecting this response because:
They only gave me a $50 refund for the second bloodwork that was done, when I also shouldve received a refund for the bloodwork they messed up previously. I would still like out of my contract. Was told it would be brought to higher-**** I will no longer to be speaking to anyone about this issue unless they want to ACTUALLY resolve the issue.
Sincerely,

Sohbian *****
Business Response
Date: 06/04/2025
Ms. ***** was informed that she would be responsible for her financial obligations under the Optimum Wellness Plan. Banfield will not be providing additional refunds or canceling her OWP at no cost at this time.
Customer Answer
Date: 06/04/2025

Complaint: 23269478

I am rejecting this response because:
That is untrue; I was told I my case would be taken to a higher-up in order to see if I would be able to cancel my plan. If that cannot be done, I will be taking legal action for the carelessness this hospital has shown me and the negligence against my dog. I have photos and proof of everything that was mishandled, including the bruise on my dog's neck.

Sincerely,

Sohbian *****
Business Response
Date: 06/11/2025
Dr. ******* did discuss this case with her leadership and as we previously stated, Ms. ***** was informed that she would be responsible for her financial obligations under the Optimum Wellness Plan. Banfield will not be providing additional refunds or canceling her OWP at no cost at this time.
Customer Answer
Date: 06/13/2025

Complaint: 23269478

I am rejecting this response because:
Then I am forced to take legal action. Thanks for the lack of help on your part. I will make sure anyone I know will never step foot into one of your facilities and I will continue to comment on your social media pages and post bad reviews so everyone knows what unkind and unprofessional people that you are. Also, tell your employees to stop calling me unless they want to actually find a resolution for this matter. You, as a business, have to ability to cancel my plan and are choosing not to. I am still being charged for heartworm and flea medication that has not been sent to me. You are all scam artists.
Sincerely,

Sohbian *****
Business Response
Date: 06/24/2025
Both the 12-month supply of Tri-Heart Plus and the 12-month supply of Simparica were supplied in person at the visit on December 17, 2024.
Customer Answer
Date: 06/25/2025

Complaint: 23269478

I am rejecting this response because:
That is untrue. I was only given a 6-month supply. Now youre just stealing money from me.

Sincerely,

Sohbian *****
Business Response
Date: 07/02/2025
Both our pharmacy and medical records indicate that the full 12-month supply was provided.
Customer Answer
Date: 07/02/2025

Complaint: 23269478

I am rejecting this response because:
Then, please explain to me how its been 6 months, and I have zero pills left. I was told by a nurse that they were out of stock for a 12-month supply, only have 6-months on hand, and I needed to return for the next 6. I do not have time to remember to remind you all that I was only given a 6-month supply. I never got the next 6-months. I dont understand why you think I would lie after everything this company has put me and my dog through. I just want justice. This is not the way to run a business.
Sincerely,

Sohbian *****
Initial Complaint
Date:04/30/2025
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 dropped my dog off at the vet on ****** for a checkup and injection. I picked her up later that day. She was in the carrier, when I took her out, she could not move any of legs. i though maybe she was still tired, later she didn't improve and I took her to *** vet, they stated she was paralysed, in shock and didn't see any improvements. We had her euthanized. I called Banfield the next day and let them know what happened and to cancel my plan. They stated I still had to pay the 2 months left on my plan. I called today after receiving a bill and was told it was 3 months I had to pay and late charges attached. I explained the situation and he said they have to try and recoup some money since the services she received cost way more. A little cold response. I am disputing the whole charge because of the situation. The whole reason for a plan is reduced costs and she passed so why should I have to give you additional money monthly.
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.

We are deeply saddened to learn of Trixies passing. Although we have documented conversations with *** *****, it was not until her outstanding Optimum Wellness Plan balance was sent to collections that she notified us that Trixie was paralyzed following her last visit for leg and spinal problems. It is always difficult to lose a pet, and we do understand that the need to resolve the Optimum Wellness Plan does not make that easier. We do hope that this letter and the solution offered will allow us all to move forward from here.

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

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.

In the case of *** ****** plan for Trixie, prior to passing, Trixie received $2,524.16 in services and discounts through the Optimum Wellness Plan, $758.50 was paid toward that plan before payments began to fail after 11/12/24. The plan was cancelled to collections on 4/28/25.

As a client service gesture, recognizing *** ****** many years as a client, we are waiving the remaining payments and removing the collections balance for *** **************
Initial Complaint
Date:04/29/2025
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.
We selected the Optimum Wellness Plan, NEVER received any updates to change credit card information, never received 95% of the services in the plan. Never received any emails or mail about the bill. The bill went into collections. I found out when I took my dog to Banfield. I paid the bill but received no services. You robbed me and I will file suit against you.
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 ***.
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 reactivated and the services will become available.

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.

With regard to Ms. ******** she is writing on behalf of ********* **** who authorized us to speak to Ms. ******* on 4/25/25 regarding this issue.

Ms.**** enrolled on the Optimum Wellness Plan 7/30/24 and received $793.00 in services and discounts through the Optimum Wellness Plan. Payments towards the plan failed after 11/5/24, after which the plan was sent to collections as described above. In a conversation with our contact center on 4/25/25, ********** agreed to a settlement of $689.91 to cancel the plan, after which it was removed from collections and the issue was resolved.
Initial Complaint
Date:04/29/2025
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 am a wellness plan holder with this company for my 7 month old lab, ***** I scheduled him for a drop off appointment at 9:45 on 4/28/25 due to lameness in his front right leg/paw. I was informed the Vet may want to do an X-ray on him at the outrageous cost of nearly $800. I said $800 was too much for me to pay, so I was informed they will look into other options and if they still recommend an X-ray, they will call me and ask what I'd like to do. Imagine my surprise, a few hours later when I receive a call to discuss his X-ray results that I will need to pay for prior to picking him up. After a couple back and fourth conversations with Dr. ******** and explaining my frustration, she hung up on me. I didn't receive a call back, and didn't receive a call from the office manager, ******, as I had requested. This is an extremely predatory practice, they do treatment without your consent. They lack communication skills amongst staff and with the pet owners. I am thankful they had at least one competent employee working that day, ********, who helped get the issue resolved but I still never got to speak with the one who hung up on me, or the manager which I find absolutely ridiculous. If customer service is a concern for you, stay as far away from this place as possible. I called our family's veterinary office in ******** later that afternoon to inquire about the cost of an X-ray.... $135. Needless to say, we will take our pets elsewhere.
Business Response
Date: 05/07/2025
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.
In the case of Ms. ************ she had previously had a conversation with our Practice Manager and they had both agreed to a specific course of action which had been provided. We have asked that our Practice Manager reach back out directly to Ms. *********** to understand and find a way past the current situation and possible misunderstanding. She has already called and left messages to work to resolve this situation as of May 6, 2025, and is continuing to try and make contact.
Initial Complaint
Date:04/28/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have a complaint about Banfield Hospital. Their notification in billing has really dropped the ball. What I have issue with is that last year, they failed to notify me that they were unable to get 3 monthly payments from my credit card consecutively. Whenever this happened in the past, I would receive a notification, fix it, and life would go on as usual. Not so in this case. I had received a call from them, and when I called them back after work, they said that I had missed 2-3 payments. I was surprised as they have all my current information and when it came to my pet's reminders for his checkup, I would receive those. She did confirm that they did have my current email. I even checked spam. Nothing. I then said I'd love to do a payment agreement but could you please email me as she was just as surprised as I was that I never got those notifications. I could also call the clinic too. She confirmed to send me the email confirming and recording of what we spoke of. I never got an ********, whenever Banfield would call, I would try to call back but they were either too busy or it was after hours. I even got email notifications to log into my account. However, when I tried to do that to even start any form of payment, the account was closed. I even tried contacting them repeatedly about that. Nothing. If I picked up the phone, it was a recording when I wanted to speak to a person to immediately address this. *********** they have me in collections but I have yet to see any sort of direct number, email, or really any way that I can solidify any sort of payment with them. This is ridiculous.I want to get my cat back on the health plan, get a comprehensive way to either settle the back end reasonably or them crediting me for the experience as they've damaged my credit which is stupid as I've went out of my way to attempt to settle this and they've been unreachable or have yet to follow through with any sort of reasonable means of communication.
Business Response
Date: 04/29/2025
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 glad that Ms. ***** does see value in the plan, but apologize for the challenges in resolving her concerns.
We have requested that a senior representative from our contact center reach out directly to her in order to answer her concerns and resolve the situation. This call should occur before the end of this week.
Customer Answer
Date: 04/29/2025

Complaint: 23259011

I am rejecting this response because: I will believe it when I see it, considering they've flaked a lot on communications beforehand.

Sincerely,

******** *****
Business Response
Date: 05/09/2025
Our contact center made multiple attempts to reach Ms. ****** finally speaking with her on or around 5/6. Ms. **************** acknowledged that we reached out to her many times by phone. (21 Outbound Calls) but stated she never received a notice by email or mail. During the conversation our Sr. Associate in ************************* went over:

The 120 days hold process.
Client's last billing date
Offered a 20% settlement offer. (Balance in collections $577.55 / reducing the balance to $462.04
Client can make partial payments

Ms. ***** requested a supervisor, who also advised her of the same information. Ms. ***** was further advised that if she wanted to dispute this debt further, she could reach out to our 3rd party collection agency, *********.
Customer Answer
Date: 05/09/2025

Complaint: 23259011

I am rejecting this response because:
I have sent this letter off to the necessary agencies regarding this matter. They still haven't accepted responsibility that they didn't inform me of the missed payment. That's what led to all of this mess.
To Whom It May Concern;

I have a complaint about Banfield Hospital in ********. Their notification in billing has really dropped the ball. What I have issue with is that last year, they failed to notify me that they were unable to get 3 monthly payments from my credit card consecutively. Whenever this happened in the past, I would receive a notification, fix it, and life would go on as usual.

Not so in this case. I had received a call from them, and when I called them back after work, they said that I had missed 2-3 payments. I was surprised as they have all my current information and when it came to my pet's reminders for his checkup, I would receive those. She did confirm that they did have my current email. I even checked spam. Nothing. I then said I'd love to do a payment agreement but could you please email me as she was just as surprised as I was that I never got those notifications. I could also call the clinic too. She confirmed to send me the email confirming and recording of what we spoke of.

I never got an email.

So, whenever Banfield would call, I would try to call back but they were either too busy or it was after hours. I even got email notifications to log into my account. However, when I tried to do that to even start any form of payment, the account was closed. I even tried contacting them repeatedly about that. Nothing. If I picked up the phone, it was a recording when I wanted to speak to a person to immediately address this. Nothing.

Now they have me in collections but I have yet to see any sort of direct number, email, or really any way that I can solidify any sort of payment with them. This is ridiculous.

I want to get my cat back on the health plan, get a comprehensive way to either settle the back end reasonably or them crediting me for the experience as they've damaged my credit which is stupid as I've went out of my way to attempt to settle this and they've been unreachable or have yet to follow through with any sort of reasonable means of communication.

Now, they called offering to settle after they sent my account to collections. ALL OF THIS COULD HAVE BEEN SOLVED IF THEY LET ME KNOW IN THE FIRST PLACE IN A TIMELY MANNER. Apparently my services would have continued into July 2025 if everything was normal. Yet, I'm supposed to pay about $500 and not have it be reinstated.

I've also disputed with the creditor and the BBB to get this resolved and taken off of my report. This is getting silly. I've enclosed the collection agency number for reference.

Thank you,

******** *****
IC Systems 387586405-1-09

Sincerely,

******** *****
Business Response
Date: 05/14/2025
Our contact center made multiple attempts to reach Ms. ****** finally speaking with her on or around 5/6. Ms. **************** acknowledged that we reached out to her many times by phone. (21 Outbound Calls) but stated she never received a notice by email or mail.
Ms ***** has been provided with options to resolve her account issues. Once resolved the account and any negative marks resulting from the account will be removed from her credit reports.
Customer Answer
Date: 05/14/2025

Complaint: 23259011

I am rejecting this response because:
I've already complained to the **** FTC, and the **************** about their billing and business practices

Sincerely,

******** *****
Initial Complaint
Date:04/27/2025
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.
We have been a client for more than two decades for two of our beloved dogs. At the passing of our beloved pet earlier this month, we canceled our wellness plan only to discover we are required to pay a balance. The pain was enough, and this adds insult to injury.We will not be a returning client nor will recommend your services to our network for this treatment. It is a betrayal of our ***************** who never met us, refunded the dog food we bought asking us to donate it. Then they sent us flowers. We are their client for life. That could have been an AI response but the humanity is there. It was enough that we had a high vet bill trying to save her life.We dont appreciate your business practices. You show no compassion and only care about your costs to make your money back. Your treatment is not only cruel but it shows that you have no care for your loyal customers. When our pet (family member) passes, not only are we grieving, but also incurring a huge emergency pet bill, you have to add $359.90 of a balance in addition to services we will NOT be using??? Banfield is NOT a compassionate company or a client friendly company. It is very hurtful.
Business Response
Date: 04/29/2025
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 Sizzles passing. Its always difficult when our pets pass away and we do understand that having to deal with the Optimum Wellness Plan does not make that easier. I am hopeful that our response will help us move forward more positively.
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 ***. It is important to note that this method of cancellation is necessary regardless of the reason for the cancellation.

In the case of Sizzles, $559.70 in services and discounts were used prior to her passing. At the time of her passing, $199.80 had been paid towards these services.

As a client service gesture, recognizing Sizzles long years as a patient with us,we are refunding the $359.90 that our contact center agent had required for plan cancellation. We are sorry both for your loss as well as for how this was handled by our agent.
Customer Answer
Date: 04/29/2025

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,

****** *****
Customer Answer
Date: 05/11/2025
The business (Banfield) that I filed a complaint about is supposed to refund me $359.90, its been 12 days and no refund yet so Im reaching out to you to see if I can get a status on this. Please advise.
Business Response
Date: 05/14/2025
The offered refund was processed and is being issued via check to the address on file. It is scheduled to be printed/mailed from our bank on Monday, May 19th.
Initial Complaint
Date:04/22/2025
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.
Unfair Charges to Cancel Wellness Plan.I am writing to file a formal complaint against Banfield Pet Hospital regarding what I believe to be unfair and misleading business practices in relation to their Optimum Wellness Plan (OWP).I re-enrolled my dog in Banfields ************ Optimum Wellness Plan on Dec 18, 2024 and prepaid for 8 months ($551.60) with the understanding that it was a monthly wellness program that could be canceled when no longer needed. On April 22, 2025 (mid month 5), I decided to cancel the plan due to personal circumstances, only to be informed that I would be charged a cancellation fee ($119.36). This charge is allegedly to recoup the cost of services my dog received Mar 21, 2025, specifically an annual exam which is provided at no cost to members of ***. When I brought my dog for an annual exam I was never informed of potential charges. I requested an exam and vaccines and, AFTER the visit, was told additional services were rendered because it was included in his OWP. The fact that I was going to be charged for excessive services and trapped with an exorbitant bill was never clearly explained when I signed up. The way this plan is marketed gives the impression of a flexible, month-to-month wellness servicenot a binding annual contract disguised as a subscription. If this is in fact a prepaid annual plan with penalties for early termination, that should have been explicitly communicated during enrollment.I believe this practice is deceptive and takes advantage of pet owners. I respectfully request that the BBB investigate and help me resolve the issue by having Banfield immediately cancel my Optimum Wellness Plan with no additional charges or cancellation fees AND refund the unused months I prepaid ($206.85 for months 6, 7 and 8)Thank you in advance for your help
Business Response
Date: 04/29/2025
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 ***. It is important to note that this cancellation method is required regardless of the reason for the cancellation including re-homing the pet.

In the case of Jaxson, $670 in services and discounts had been received prior to ******** calling to cancel the plan. At that time, $551.60 had been paid toward the plan leaving $119.36 to cancel.
However,as a client service gesture, we will be cancelling the plan with no additional money owed.
Initial Complaint
Date:04/22/2025
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.
Waited 4 months to get my 2 dogs in for a comprehensive exam and dental exam that required anesthesia. Had trouble reaching them to ask for an update, was on hold 20 minutes then hung up on, second call the woman hung up on me, third call the staff finally spoke with me and assured all was going well and they said they'd call with results upon completion of exams. I had to call them 10 minutes before they close at 6pm to ask for results. The doctor said they called and left a voicemail which was a lie. Spoke with the doctor and she told me both dogs did great and their teeth and blood work was great. I asked the doctor about any teeth issues with one of the dogs because that dog has been unable to chew harder treats. Doctor confirmed there were no issues. When my husband picked the dogs up from their appointment, he was told one of the dogs had a fractured tooth. They didn't give any feedback on their comprehensive exams and told me there were no teeth issues. The communication is awful. There is no evidence to show they did the work they said they did. They are careless and ripping off customers money. We want a refund for the charges today which is $121.82.
Business Response
Date: 04/29/2025
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 with the client. 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.
Initial Complaint
Date:04/22/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up my pet TUESDAY for Banfields wellness program during the month of November 2024. Billing for this plan was severely mis-represented at introduction. Now have been trying to cancel this plan for over three months without success. Not only was I advised that I COULD NOT cancel the plan but they refused to provide me with a legal invoice showing the history of services provided and the cost. I had the credit card they were charging cancelled and replaced. They are now using my new credit card WITHOUT my permission. I never gave Banfield the credit card number and do not understand how they were able to do so. Banfield now wants several HUNDRED dollars to opt out of the plan but will not provide what this amount covers as NO SERVICES were rendered after November 2024.
Business Response
Date: 04/29/2025
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 Mr. ******** pet Tuesday, $580.24 in services and discounts have been received. $317.10 has been paid towards this and Mr. ******* was offered to pay off the retail difference of $263.14 to cancel his plan with us instead of paying the remaining payments which would total $317.10.
Invoices for the services received are available to Mr. ******* online and have been pasted here below his signed Optimum Wellness Plan agreement.

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