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Business Profile

Veterinarian

Thrive Pet Healthcare

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinarian.

Complaints

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

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Thrive Pet Healthcare has 482 locations, listed below.

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    Customer Complaints Summary

    • 107 total complaints in the last 3 years.
    • 40 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

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

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/16/2025

      Type:Service or Repair 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 signed up on May 16th, not realizing it was a 12 month commitment. It outlined that if I contacted them within the 30 days and did not use the service I could cancel. So I contacted May 16th, May 19th, and May 20th all without response. I then made an account, went through and canceled it through there and it said it completed. But then I got an email today stating that I was charged $24.95. I do NOT want this service, I NEVER used this service, and I can't get ANYONE to contact me back. They state ***** hours response time, but no one has ever reached out to me.

      Business Response

      Date: 06/19/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

      Customer Answer

      Date: 06/19/2025

      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. I wish for an emailed receipt of the refund and email confirmation of the cancelation. 

      Regards,

      ****** ****

    • Initial Complaint

      Date:06/05/2025

      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 ******* I brought my cat, Z MAN, to ACCESS ******************* after he was bitten by a dog and sustained a hard-palate injury. I was charged a total of $4,400, which included a ** scan (over $2,000), anesthesia, surgical repair of a palatal defect, and hospitalization.Despite these advanced diagnostics, my cat continued to experience severe symptoms. On approximately May 31, 2025 he pulled out his feeding tube and began sneezing food through his nosean obvious sign of an oronasal fistula. Although I reported this to clinic staff immediately, no corrective action was taken. It was only on our third visit May 25, 2025, that the second palatal hole was discoveredand it was identified with a **cell-phone camera**, not via the ** scan or surgical exploration.This represents gross negligence, as the second defect should have been recognized either by the ** imaging team or by the surgeon during the first operation. Because of this oversight, my cat endured days/weeks of pain, difficulty eating, and risked aspiration pneumonia. I have since learned that a second surgery will be required to close this missed defect.I have filed a formal complaint with the ***********************************, but I am also requesting that the Better Business Bureau investigate ACCESS Veterinary Hospitals business practices. The clinic charged exorbitant fees for substandard care and delayed diagnosis. I am seeking: A full explanation of why the ** scan and initial surgery failed to identify both palatal defects Refund or credit for the initial surgery/** scan costs, since they did not address all injuries Assurance that they will cover the cost of my cats corrective surgeryI look forward to the BBBs assistance in resolving this matter. Please let me know if you need any further documentation (invoices, ** reports, photographs, etc.).Thank you,****** DoneyJune 5, 2025

      Business Response

      Date: 06/12/2025

      We are sorry to hear about your dissatisfaction with the services rendered at ACCESS ********. This clinic is no longer owned by Thrive and you will need to contact ACCESS ********. Thanks. 

    • Initial Complaint

      Date:06/02/2025

      Type:Product Issues
      Status:
      Unresolved
      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 writing to complain about the care my dog ****** received at ******** for Animals Tampa.On Sunday, April 27th she woke up with an inflamed right eye. I took her to ************************** in *****. She was diagnosed with having a corneal ulcer caused by abnormal eyelash growth irritating her eye. This condition is called Distichiasis. Discharged with three medications and an E-Collar and was advised to see an ophthalmologist.The next morning, I made an appointment with ******** for Animals Tampa. I discussed the diagnosis from VEG and that ****** had this same issue before. Their diagnosis was she had a corneal ulcer, caused by dry eye and there could be possible surgery if not healed. properly. I was given eleven medications and made a follow-up appointment to see if she was responding to treatment. Outcome, she was responding, but not fully healed. Another appointment was made for two weeks later with adjustments to her medications.After three weeks, ******'s right eye is again red and swollen. After another appointment, I was told that she became resistant to the medication leaving her vulnerable to a bacterial infection and now is at risk for losing her eye. This time I given eight ************** this point having no trust in this group. I called ************************** in *****. After reviewing the paperwork and being examined by the veterinarian the diagnosis was Distichiasis causing her ulcer. The veterinarian made me a same day emergency appointment with Fetch Specialty and *************************** in *******. After several tests their diagnosis was Distichiasis. Her eyelashes were plucked, two antibiotics administered and in less than a week her eye was healed. In addition, after panel of blood work, her ALT was elevated due to overuse of ********* they prescribed.I am requesting a refund due to their negligence-misdiagnosing and mismanaging ******'s issue. and causing me to incur additional expenses.

      Business Response

      Date: 06/12/2025

      Thank you for taking the time to share your feedback. Providing professional and compassionate care for every client and their pet is our top priority. Were sorry to hear that your experience at our hospital did not meet your expectations. We understand how important your time is and strive to accommodate all of our clients. We would like to further address your concerns and a member of management will reach out to you to discuss your concerns. Sincerely, Thrive 

      Customer Answer

      Date: 06/12/2025

      Complaint: 23407215

      I am rejecting this response because:I  would like this complaint resolved through the BBB. I am asking for a full refund ( $2293.70) due to the mismanagement of my pet's eye. If this is not satisfactory, I have sent a complaint with documentation to the ************************. They will investigate my complaint.Also, at the advice of an Attorney, I will file for damages with small claims court for the mismanagement of my pet's eye, causing additional trauma to her eye and jeopardizing her health.I would like to resolve this issue at this level.

      Regards,

      ****** S **** ****** S ****

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service 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 signed up for the membership for my puppy but ended up moving offices before the 30 days were up and I no longer want or need the membership. I have tried contacting the company and you get an automated response that they will contact to you within ***** hours and obviously they never do. Ive emailed multiple times. Filled out the contact us form multiple times. Nothing. No responses. The vet clinic says they cant cancel it, they say its a separate entity.. You can try to call but nobody can assist with the canceling. Their portal has no such option to cancel.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:05/09/2025

      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 have tried on 4 occasions to try and cancel my membership. The website is useless. I requested a cancellation and received an email thanking me for my communication and a promise of a reply in 48/72 hours. 4 days later and still no contact. I did locate their phone number and every option available in the automated menu takes you to voicemail. It is impossible to speak to a person. I asked my bank to stop the automatic payments and was told that because this is a monthly payment that I authorized for services they cant just stop paying and that they could request Thrive to stop charging. They are still charging me. I have reached the end of my rope. I have since shared my problem with everyone I know and will continue to do so until the charges stop.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded if appropriate. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:05/09/2025

      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 signed up for Thrive Pet Health plan for my ****** ******. I had the service in the past for another pet and my experience was good. I just discovered I have been getting double billed for my membership since November 2024. $14.95 was withdrawn from my account twice every month 11/12/24 & 11/21/24, 12/12/24 & 12/21/24, 1/12/25 & 1/21/25, 2/12/25 & 2/21/25, 3/12/25 & 3/21/25, 4/14/25 & 4/21/25 for a total overdraw of $89.70. Based on my records the correct withdraw would have been the one on or around the 21st of each month. While trying to correct the problem I attempted multiple times to contact the company and discovered it is almost impossible to do so. There is no customer service phone number, no online chat, only a form you fill out and wait for response. You will see on this company's BBB this is pretty consistent issue, and I wish I had checked first. A lot of the complaints are about being unable to reach the company when you want to cancel the service. I was originally just looking to correct the billing and be refunded the overdraw, but now I would like to also cancel the service because BBB may be the only way to reach them and it's hard to do business with a company you cannot directly contact. I have not gotten any reply from THRIVE plus at all and I have filled out their online form and sent a direct email. I contacted my vet and they also do not have a customer service number.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded the appropriate amount. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:04/30/2025

      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 been double and triple charged every month except 2 since we signed up in November 2023.i have been unable to reach anyone at the company. The phone only automated. No replies to emails. No matter the day or the time of day.

      Business Response

      Date: 05/05/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service regarding your membership. A member of our Thrive Plus Membership team will be reaching out to you to get you refunded the appropriate amount and make sure that you are being charged properly.  We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:04/24/2025

      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 have reached out to thrive pet care customer service multiple times through email trying to cancel my membership in the first 30 days since signing up. Their customer service responded to only 1 of my 10 emails and never proceeded to cancel my membership. They charge my credit card for the 2n month of membership which was not authorized by me. Thrive please refund my $19.95 back to my card and cancel my membership. This is for invoice # *******

      Business Response

      Date: 05/05/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:04/17/2025

      Type:Customer Service 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 March 29, 2025, I brought my cat, *****, to ************************* (VTC Kissimmee 2553). She was seen by Dr. ******* ******* for respiratory issues wheezing, coughing, and rapid breathing. Dr. ******* performed X-rays and a FAST scan and sent ***** home with ************, noting that further treatment would depend on radiology results.The radiology report was finalized on March 30, but I did not receive a follow-up until April 3 after multiple calls from my end. Dr. ******* then prescribed a fluticasone inhaler, stating it would be sent to me that day. As of April 11, the prescription still has not been sent. No one at the ************ can be reached directly. I contacted the Vetco call center, and they refused to provide any direct contact, escalation email, or method of resolving this serious care issue. I emailed the direct ************ on 4/7/25 regarding the prescription status and also a call to what I believe was Dr. ******** personal number earlier in the day.Because of this negligence, my cats condition worsened and we were forced to go to an emergency vet late at night on April 7. There, ***** received immediate ********* treatment, a sedative to calm her breathing, and we were sent home with both ********* and the fluticasone inhaler Vetco failed to provide. The emergency vet indicated that this situation was entirely preventable had ***** acted properly. We paid $956.65 for emergency care, on top of the $674.93 paid to ***** for the original visit.This is not a case of poor customer service it is medical negligence. A life-saving medication should never take 13+ days to be prescribed. ***** suffered unnecessarily due to lack of follow-up, failure to act, and unprofessional communication.

      Business Response

      Date: 04/22/2025

      Thank you for reaching out to Thrive. ***** is owned by ***** and Thrive has no affiliation with ***** or *****. Please reach out to *****/Petco. Thank you. 

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unresolved
      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.
      This vet clinic charged me thousands of dollars with no resolution for my dogs thyroid issue. When I decided to choose another vet they refused to approve the vet authorization for his food while I was waiting for an appointment from my new vet. They were awful to me and to my dog and should be looked into as a business as a whole.

      Business Response

      Date: 04/22/2025

      Thank you for taking the time to share your feedback. Providing professional and compassionate care for every client and their pet is our top priority. Were sorry to hear that your experience at our hospital did not meet your expectations. We would like to further address your concerns and a manager from that clinic will be reaching out to you directly. Can you please let us know which clinic you saw in ********* so we can connect you with the appropriate person? Thank you. 

      Customer Answer

      Date: 04/22/2025

      Complaint: 23213781

      I am rejecting this response because:

      The Clinic I saw was ******************************* in ************. I was told the office manager would reach out to me prior to declining my request for my prescription food while I was in the process of looking for a new vet because of the complete disregard for my dog. She never called. 

      I was able to go to a new vet who prescribed oral antibiotics for my dogs ear infection. He was shocked to hear that Stoneridge told me they would not prescribe oral antibiotics for his infection. 

      my dog has been suffering because of the level of care that was received at ******************************* 


      Regards,

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

    Thrive Pet Healthcare is NOT a BBB Accredited Business.

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