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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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    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:04/16/2025

      Type:Customer Service 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.
      Thrive Pet Healthcare Dr. ***** ******* Florida License ******* You saw Monkey on January 21, 2025.He had stopped finishing his food and did not have a lot of energy. You did an examination a series of bloodwork and X-rays and suggest the X-rays be sent out for a radiologist to read as they looked cloudy around the lungs and heart.On January 22, 2025 you called with the results from the radiologist and the lab results. Your diagnosis was fluid around the heart and lungs, an enlarged heart on the right side, heart murmur, heart failure At that time you prescribed Vetmedin and ********** for the heart failure and fluid build up around the heart and lungs. Note that the radiologist report comments was as follows: Cardiac medication should be considered. A full cardiac workup is also indicated.Should be considered with a cardiac work up not start medication at a super high dosage. The report also states: Hazy interstitial infiltrates seen within the lung fields ******** Pneumonia We had to call to secure a follow up visit as he was running out of medication and you stated he would have to be on the medication for the rest of his life to treat the heart failure. We were able to get a follow up appointment on 2-7-2025. During the follow up visit new x-rays were taken and you stated no improvement for the fluid around his heart and lungs. At this time you advised we see a cardiologist.We secured an appointment 2-10-2025.After our 3 hour drive to the cardiologist here are the findings:???Zero issues with his heart.???No fluid around heart or lungs.They were amazed by the amount of ********** prescribed.After multiple emails sent you finally responded as follows on February 24th admitting the misdiagnosis and faulty equipment. In terms of Monkey's condition, | am extremely sorry that this misdiagnosis led to such difficulties and distress on your end.We will definitely call a technologist in the meantime, though, for a visit to confirm correct calibration.

      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. Thank you. 

      Customer Answer

      Date: 04/22/2025

      Complaint: 23211611

      I am rejecting this response because I have already spoken the Vet and she admitted a misdiagnosis and stated someone from corporate would be contacting me that never happened. 

      Regards,

      *** *****

    • Initial Complaint

      Date:04/13/2025

      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.
      Problem with a Product or Service I signed up for a Thrive Plus membership and have been trying to cancel it since April 10th. I submitted a cancellation request via email and received an automated response saying someone would respond in 4872 hours. It has now been more than 3 days and I have received no responseonly the same automated reply multiple times.I attempted to call Thrive Pet Healthcare, but no one has been able to assist me with canceling the membership. The clinics say Thrive Plus is a separate entity, and there is no direct phone number available to contact Thrive Plus directly.I am requesting immediate cancellation of my Thrive Plus membership and confirmation that no further charges will be made to my account.If I do not receive a response shortly, I will be disputing the charge with my bank.

      Business Response

      Date: 04/15/2025

      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 for April. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      This veterinarian clinic withheld pain medication and treatment for my dog as he died despite me taking him in for an emergency appointment and paying them a lot of money. Details attached in a PDF.

      Business Response

      Date: 04/15/2025

      We want to express our deepest condolences for the loss of your beloved pet.Losing a furry family member is an incredibly difficult experience, and we understand that emotions can run high during such trying times. We strive to provide compassionate and professional care to both our clients and their ************* from our clients is invaluable to us, as it helps us identify areas where we can improve our services and ensure that every client receives the care and support they need during these challenging times. We would love the opportunity to discuss your concerns with you further. A member of our team will be reaching out to go over your concerns in more detail. Once again, we extend our heartfelt sympathies to you and your family for the loss of your beloved companion. Thrive 

      Customer Answer

      Date: 04/16/2025

      Complaint: 23125866

      I am rejecting this response because:

      The response from the clinic did not attempt to accept responsibility for their clinical failure by not allowing me to speak with the provider who accepted my dog as a patient. I made multiple attempts to talk to the vet over two days, and she was in the clinic both days and would not speak to me about the care of my dog. I have many complaints about the clinical judgment of the vet and the choices she made in how she treated my dog. However, even without getting into that part, a fundamental right of a client to a clinic that I was paying for a service is that I should have been permitted to have at least a 2-minute conversation with the person I trusted to care for my loved one. If the vet was so busy that she did not have 2 minutes for a patient she took on, then there is a fundamental issue with how the clinic is run.

      Regards,

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

    • Initial Complaint

      Date:04/01/2025

      Type:Product 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 have been trying to contact the company since February 2025 to cancel my thrive plus membership when I moved out of the area and no longer am the caretaker for the pet on file. When I submit a request to cancel I receive an automatic email says I will get a response within ***** hours but I have not received any communication from the company. I have attempted to contact them via their app, their website, and directly emailing from the contact email included in their invoices. They also do not have a customer service number to call,I am frustrated that I keep getting regular invoices from them monthly but cant get in contact with them to request a cancellation. I am not sure how to proceed if I cant get in contact with them, I would like assistance in canceling my current membership as soon as possible and a refund for the two months that I have been trying to cancel.

      Business Response

      Date: 04/09/2025

      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 and you will be issued a refund. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

      Customer Answer

      Date: 04/09/2025

      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.

      Regards,

      **** ******

    • Initial Complaint

      Date:03/13/2025

      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.
      The date of transaction was on February ******. I took my dog to the emergency room due to him throwing up not eating and being lethargic. I was asked if any of dog toys were missing and i responded no but he does like to chew on toys which is also noted in the discharge paper. A Xray was done and the *** came back to tell me that nothing was found in **** except an enlarged kidney and asked if bloodwork was wanted. I responded no to the bloodwork and would follow up with his veterinarian. After receiving anti nausea medication and being discharge we went home and my dog slept through the night due to the sedation giving for the xray. Monday morning (02/03/25) as we got ready doing our normal routine he proceeded to throw up again. As we came home from work/school he pooped out a ball and was back to his normal self no symptoms except diarrhea. I looked at his discharge papers and noticed the x-rays shown at the doctors did not match the discharge papers nor what was told to me. I contacted the business to speak with the director and was given excuses of how the ball looks like gas in an xray (The *** showed us what gas/poop looked like in his stomach and was not the ball nor in the same spot.) I spent a total of $718.86. Which is completely unacceptable do to the negligence shown and not to much my dog is currently facing complications such as ****** stool was pooping due to the ball that was indigested

      Business Response

      Date: 03/17/2025

      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. The clinic manager will reach out to you to discuss this matter in detail and address all of your concerns. We wish you and your pet the very best!

    • Initial Complaint

      Date:02/28/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Despite emailing ******************************************************** and requesting my account be cancelled and all I received via email was another invoice. #*******. There is no way to cancel my account in their website and the company provides no phone number.Please cancel my account.

      Business Response

      Date: 03/24/2025

      Thank you for taking the time to provide us with your concerns. We will cancel your membership and refund you for the amount in question. Thanks. 

      Customer Answer

      Date: 03/24/2025

      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.

      Regards,

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

    • Initial Complaint

      Date:02/27/2025

      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.
      Hello, I am a member of the Thrive Plus account for both of my dogs, Lucky and *****. I have been charged THREE times already this month for both dogs. The first time on February 14, the second time on February 19 and the third on February 24, before my closing date was passed. Please look into this and hold my charge for the next two months or refund me back.

      Business Response

      Date: 03/17/2025

      Thank you for taking the time to share your feedback. We will refund your account and make sure that you are charged properly moving forward. We wish you and your pets the very best! 

    • Initial Complaint

      Date:01/23/2025

      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.
      Business location changed from full veterinarian clinic to animal eye care. Told us they couldnt see our pets (have had existing insurance contracts with them) and only handle pet eye care. We asked why we were not notified and they didnt know. Said we could use their location across town (not convenient )or contact Thrive to cancel insurance. We sent emails three times as they have no working customer service number and the did not respond and continued to pull payments from our account. They need to refund two months but we have resolved the charges with our credit card company. We are filing this complaint on record as this company should not perform their business this way.

      Business Response

      Date: 01/23/2025

      Thank you for taking the time to reach out to us with your concerns. It sounds like you are trying to cancel your Thrive Plus Membership. We will have your membership canceled and a refund will be issued for two months. Thank you for your patience as we rectify this issue. 

    • Initial Complaint

      Date:01/22/2025

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I previously purchased a subscription service from thrive pet care. I attempted to cancel the subscription after over a year. Emails to the company went no where, phone calls to the office ended in a busy line, no one ever seemed available to talk to. I changed my credit card number and somehow, they got access to the new number anyways.

      Business Response

      Date: 01/22/2025

      Thank you for taking the time to share your experience with us. We will have your membership canceled and can refund you from the date that you gave notice that the membership needed to be canceled. Thanks. 

      Customer Answer

      Date: 01/23/2025

      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.

       

      Find attached email where I attempted to cancel my subscription. 

      Regards,

      **** ******

    • Initial Complaint

      Date:01/21/2025

      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.
      THRIVE ABRUPTLY shut down my pets vet clinic on Christmas even though they charged me for blood labs the results of which have never been received. I have contacted the email to receive her medical records to go elsewhere for weeks and no one will respond and theres no recourse.

      Business Response

      Date: 01/22/2025

      Thank you for taking the time to share your experience with me. Can you please tell me the name and address of the clinic that is involved in this complaint. 

    Thrive Pet Healthcare is NOT a BBB Accredited Business.

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