Complaints

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

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  Banfield Pet Hospital

  18101 SE 6th Way Vancouver, WA 98683-7509

• 

  Banfield Pet Hospital

  7170 Skillman St Dallas, TX 75231-5651

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  Banfield Pet Hospital

  1220 N Eagle Rd Meridian, ID 83642-3032

• 

  Banfield Pet Hospital & Health Center

  28221 Crown Valley Pkwy Laguna Niguel, CA 92677-1427

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  Banfield Pet Hospital & Health Center

  3232 E Shea Blvd Phoenix, AZ 85028-3302

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: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.

• 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.

  We had both our dogs, ***** and ******* under the wellness plans that Banfield offers. For some reason, when we attempted to make an appointment for ***** yesterday, our account showed that she no longer was covered by the wellness plan. Her plan should have renewed automatically, similar to what we have set up for ******* Not sure if there was a glitch on your website, but her plan fell off and now they are asking us to pay an enrollment fee AGAIN. Reached out to your customer service team, and they said they cannot offer the courtesy of waiving the enrollment fee. I'm hoping that with the submission of this complaint, someone can help with waiving the enrollment.

  Business Response

  Date: 04/29/2025

  Thank you for letting us know about Ms. ******** concerns.Our records do indicate that we spoke with her and a friend on 4/22/25, but did not fully resolve the issue. One of the challenges with Ms. ******** account is that her card has failed to authorize payments for a number of months. We have asked an agent in our contact center to reach out to Ms. ******* to both correct the payment issues as well as to waive the enrollment fee for Bellas plan.

• 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 am filing a complaint against Banfield Pet Hospital regarding egregious lapses in veterinary care, misdiagnosis, and subsequent unfair billing practices under the Banfield Wellness Plan.Between 01/2025 to 04/2024, I sought vet care at Banfield for my dog, who had persistent gastrointestinal distress. Despite separate visits and repeated symptoms of abdominal pain, vomiting, and lack of appetite, Banfield failed to order or recommend basic diagnostic imaging, such as an X-ray, to determine the underlying cause of the condition.I sought a second opinion from an independent veterinary clinic who immediately conducted an X-ray, which revealed a swallowed quarter obstructing my dogs digestive tracta condition that required urgent surgery and should have been identified early. When they removed the quarter, it showed significant decay indicating it had been in her stomach for months. The vet expressly stated that Banfield's failure to recommend an X-ray, despite persistent and escalating symptoms, constituted veterinary malpractice. I cancelled the Banfield Wellness Plan, believing I should not continue to pay for a service that caused direct harm and contributed to the loss of my beloved My dog died a couple of months later and Banfield has continued to demand payment for the remainder of the wellness plan term ($219.00) and pursued collections actionsadding emotional distress and financial pressure to an already devastating situation.I am asking that Banfield cancels all outstanding charges for the Wellness Plan, and removes any negative made to my credit report or collections record.Banfields negligence and rigid billing practices demonstrate a serious lack of professional accountability and compassion, both of which fall short of the standards expected in veterinary care. I ask that the BBB intervene to help me reach a fair and just resolution in this matter.

  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. 
  
  None of our communications with ********* to date have mentioned either her concerns with the care provided to Peepah or Peepahs passing. We are deeply saddened to hear of his passing and do want to speak with Ms. ****** to address her 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 and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days.

• Initial Complaint

  Date:04/21/2025

  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.

  9/10/2024 $600 I signed up for a 12 month "wellness plan" I'm disputing the remain $600 in charges for the plan.I never put a card on file. I was never reached out to about missing **************** can not recall trying to reach out or display any forms of previous contact.Account went into collections after 3 months, missing a grand total of 9 months of services not rendered in full. Below are attached files of all payments so far. I would like to dispute remaining $600. I believe this is fair since I already paid over $400 for a service worth over $800 that I didn't even get a quarter of. (All I have received is bloodwork, 14 pills, and a bottle of shampoo) Although not putting a card on file in the beginning and not being able to recall, call back messages on my account sounds like fair grounds to file for a dispute, I think being unable to render the remaining 9 months of services is also a valid reason for disputing this charge.

  Business Response

  Date: 04/28/2025

  On April 14, 2025, Mr. ******** was able to connect with our contact center and resolve this issue.
  His account has been withdrawn from collections and he currently has no outstanding balance with Banfield or our third party collections agency.

• Initial Complaint

  Date:04/21/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just learned as so many others have about Banfield's cruel and predatory policy of leaving pet owners with a BALANCE OWED on Optimum Wellness Plans for a deceased pet. After losing my pet in an emergency health crisis yesterday, I reached out today to cancel my plan and learned that I still owe in excess of $300. Despite YEARS of underutilizing plan benefits, my aging pet needed more services in the final months of her life, and it was nothing short of a slap in the face to learn that this policy penalizes pet owners at an already devastating time. It's bad policy and extremely bad business with potential to harm the compassionate, dedicated caregivers at their locations. We've received years of excellent care for three pets at the same office and I am beyond disheartened that our relationship is concluding in such a gross and infuriating way. When we are ready to welcome another pet into our home, Banfield will not be among our choices and I will be warning friends and family to avoid these plans at all costs. Hearing "we're sorry for your loss" rings hollow here.

  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 learn of the passing of both of Ms. ******* pets this year. We also understand how the resolution of an Optimum Wellness Plan does not make that easier. We are hopeful that the resolution offered with this note will help.
  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 applies regardless of the reason for the cancellation,including the passing of a pet.
  
  In the case of Ms. ******* pets, Sky passed away at the end of March and Banfield did waive the remaining cost of that Wellness Plan for Ms. ******* although she did not return our call informing her of that decision.
  For Poppy, $1,499.13 in services and discounts were received through the plan prior to her passing. $763.02 was paid for these services through the plan leaving a remainder of $254.34 to cancel.
  As a client service gesture, Banfield will waive this remaining cost to cancel leaving Ms. ****** without any further balance.

  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,
  
  ***** ******

• Initial Complaint

  Date:04/17/2025

  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 wanted to cancel banfield and I was told I would have to pay $450 to do so. I pay $94 monthly can't afford it anymore not I am not working. They say if I cancel I have to pay back the discounts rendered unless I wait till the plan is close to renewal which is January. So I am stuck letting them take out $94 a month till Jan 2026.

  Business Response

  Date: 04/22/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
  
  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 Ms. ****** Her current Optimum Wellness Plan for ***** renewed on 1/18/25. Ms. ***** did call on 2/19/25 to downgrade her plan and was told she would need to cover the cost of services used or pay off the remainder of the plan in order to do so as described above. She chose not to do so at that time as her service usage at that time would leave her with $450.35 to pay in order to cancel.
  At this time, Ms. ***** has received $639.05 in services and discounts through the plan and paid $377.40. If she still would like to cancel or downgrade her plan,the current cost to do so would be $261.65, although any additional usage of the plan will raise this cost.
  The signed agreement for her plan is pasted below:

  
  

• Initial Complaint

  Date:04/16/2025

  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 enrolled in a wellness plan with this company, but after a few months, I realized it was not beneficial. I still had to pay out of pocket for various services, and when I consulted the doctors about my dog's skin irritation, they dismissed my concerns and incorrectly diagnosed the issue as fleas. Frustrated with the wellness plan, I decided to cancel it, only to be informed by a representative that I would still be responsible for the remaining months of the plan. This situation seems unreasonable, especially since I now have a collection on my credit report for an amount that exceeds what I was initially told I owed for a service that has proven to be inadequate. I had expected that a wellness plan would cover essential services like vaccinations, X-rays, and medications without additional costs. In 2013, they participated in a class action lawsuit primarily due to the reasons I previously mentioned regarding the plan's lack of value and cost-effectiveness.

  Business Response

  Date: 04/23/2025

  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 will be applied to the balance owed.
  
  In the case of Ms. ******* she had three pets on Optimum Wellness Plans that have been cancelled to collections:
  Spud received $1,547.02 in services and discounts from the plan before payments began to fail on 4/5/24 - $415.45 had been paid prior to that.
  Venom received $837.77 in services and discounts from the plan before payments began to fail on 4/26/24 - $80.45 had been paid prior to that.
  *** received $1,250.40 in services and discounts from the plan before payments began to fail on 4/5/24 - $356.10 had been paid prior to that.
  In total Ms. ****** received services and discounts of $3,635.19 and paid only $852.00 for her three dogs care.
  Her collections amount is valid and will need to be paid.

  Customer Answer

  Date: 04/23/2025

   
  Complaint: 23211821
  
  I am rejecting this response because:

  In regards to *** my dog didnt receive accurate care and had to go back twice due to misdiagnosis  and Venom was the same way. *** did not receive over $1,250.40 of service and neither did Spud.

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

• Initial Complaint

  Date:04/15/2025

  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.

  I am not liable for this debt with *************** I do not have a contract with Banfield Pet Hospital. they did not provide original contract as I requested.

  Business Response

  Date: 04/22/2025

  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 ******* ****** an Optimum Wellness Plan agreement was signed and the plan started on 2/14/21. (see attached copy below). The plan was utilized to provide care to Devantes dog Ace - $895.69 in services and discounts have been received and $203.70 was paid before payments began to fail on 7/26/21. This was discussed with Devante by our contact center on 12/12/21 before being sent to third party collections.