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

  114A Commerce Way Woburn, MA 01801-1008

• 

  Banfield Pet Hospital

  3641 Truxel Rd Sacramento, CA 95834-3604

• 

  Banfield Pet Hospital

  435 Roseville Sq Roseville, CA 95678

• 

  Banfield Pet Hospital

  19 Clifton Country Rd Clifton Park, NY 12065-3881

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:01/08/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  January 7, 2025 I called Banfield Pet Hospital on Jackmon St in El Cajon Ca to ask the price to euthanize, cremate and return the remains of my daughters 19 year old cat. I was quoted $345 to cover all those things for a 3:30pm appt today, January 8. Called my daughter to verify terns, called hosp back within 10 minutes, spoke with ********* both times. 2nd conversation he said it was actually $343, due to age and health no exam was required, cat remains to be returned in small box with a paw-print plaque. After the cat was taken to the back they charged $600.46 My daughter, in emotional shock from losing a 19 year member of the family paid it under duress, fearing argument would result in them not returning the remains. Included in the $600.46 were items she was told were part of the process without disclosing they were additional fees and I had been told were not necessary nor required. This is bait and switch. We had an appointment elsewhere for appx $500 and went with Banfield after relaying that to them and being assured their cost would be no where near that much. People need to be warned about their deceptive possibly illegal but definitely manipulative of people in their time of grief way of doing business.

  Business Response

  Date: 01/30/2025

  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 by the loss of Sancho and also Ms. ******* disappointment in the care we provided.
  
  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 in order to discuss your concerns and your desired resolution.
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22787212
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 02/05/2025

  We are unclear as to why this is being rejected. No information was provided.

• Initial Complaint

  Date:01/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pet was taken to Banfield several times related to limping and abnormal nail growth. Owner questioned possible cancer to nail after reading online about common problem. Provider failed at assess. Once again the problem reoccurred but pet was taking to another Banfield in a different city of which this provider DID assess the problem by taking Xrays and constantly assessment. Owner was told that dog has mass ( cancer) that should have been caught by previous exams at the Banfield in *********. Now dog has to see a specialist, have surgery, treatment and poor prognosis due to delay in care. Banfield should be responsible for current and future cost of care, surgery and treatment for delay in care and the inability to assess a common condition.

  Business Response

  Date: 01/30/2025

  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 very concerned for ********* Je ***** and her condition.
  
  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 Director of Veterinary Quality to follow up with you.We have instructed them to do so within 3-5 business days to discuss your concerns and your desired resolution.

  Customer Answer

  Date: 02/10/2025

  I am currently in discussion with Banfield.  They are assisting with the bills but refuses to cover the entire bill or take accountability for their mistakes. 

   

  Thank you for your assistance 

  Business Response

  Date: 02/11/2025

  Banfield representative have spoken with Ms. ***** and have reached a resolution of a partial reimbursement. 

  Customer Answer

  Date: 02/19/2025

  Banfield has agreed to give partial payment for the damages related to delay in care.  Please close complaint.  Thank you for all your help!

• Initial Complaint

  Date:01/07/2025

  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 left my dog at Banfield Hospital from 11:30am, and was not contacted until 3:30pm to come and pick him up. Within that time span they neglected to give my dog his basic necessity, which was access to water. When we got home he drank two bowls of water.

  Business Response

  Date: 01/30/2025

  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 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 in order to discuss your concerns and your desired resolution.

• Initial Complaint

  Date:01/07/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Banfield Pet Hospital well used the chat option to discuss canceling the service for my pet who passed away a week and a half ago. There was no professionalism or empathy only told me I owed $500 plus dollars. To add insult to injury, ***** stated he knew that wasn't what I wanted to hear but that is the policy and I had to pay until the term ended. I stated I would contact the office the next day and his reply was extremely rude and disconcerting...."thank you for using Banfield have a nice day" and immediately removed the chat. I had (2) dogs using this service, my first little guy for 10 years before he passed and this one for ********************************************************************************************* the loss of your pet. You claim to care and provide the best service for our pets but show no leniency to the owners when we lose them.

• Initial Complaint

  Date:01/07/2025

  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 have been taking our dog, *****, to this Banfield location for 2-3 years. In May 2024, we signed up for the Wellness Plan, which includes services like unlimited office visits, physical exams, vaccinations, diagnostic testing, bloodwork, flea/tick prevention, dental care, microchipping, nutritional counseling, and discounts on other services. We chose to pay monthly, which was a little over $60/month.On December 10, 2024, we brought ***** in for her comprehensive exam. After about two hours, I received a call saying ***** was holding her breath and wouldn't allow them to perform any procedures. They tried to calm her down but had to muzzle her, and they could only administer a heartworm preventative shot. They suggested I buy Trazodone and bring her back another day. When I picked ***** up, she was very nervous and stressed.I explained I didnt have time to come back multiple times, and I no longer trusted the facility. I requested a manager call me, which took over a week to arrange. When the manager finally called, she listened to my concerns and said shed look into it. Three days later, she suggested I buy Trazodone and bring ***** back for another try. I told her I didnt trust them anymore and would not be returning. She offered to reimburse two months of the plan (I still had Jan through April) and cancel it but said Id still need to pay for March and April. She also said I could use remaining services before the plan ended.I requested the last two months be reimbursed and asked if I could escalate the issue to corporate. She told me they would handle it locally and corporate would just send me back to the facility to handle. I contacted corporate, and they processed the plan cancellation (which had not been done depsite the manager telling me it had) but refused to reimburse the final two months.

  Business Response

  Date: 01/30/2025

  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 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 in order to discuss your concerns and your desired resolution.
  

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and will now pursue action on my own. 
  
  Sincerely,
  
  Lauren ***

  Customer Answer

  Date: 02/11/2025

   

  Dear Banfield,

   

  We have been taking our dog, *****, to this Banfield location for 2-3 years. In May 2024, we signed up for the Wellness Plan, which includes services like unlimited office visits, physical exams, vaccinations, diagnostic testing, bloodwork, flea/tick prevention, dental care, microchipping, nutritional counseling, and discounts on other services. We chose to pay monthly, which was a little over $60/month. On December 10, 2024, we brought ***** in for her comprehensive exam. After about two hours, I received a call saying ***** was holding her breath and wouldn't allow them to perform any procedures. They tried to calm her down but had to muzzle her, and they could only administer a heartworm preventative shot. They suggested I buy Trazodone and bring her back another day. When I picked ***** up, she was very nervous and stressed. I explained I didnt have time to come back multiple times, and I no longer trusted the facility. I requested a manager call me, which took over a week to arrange. When the manager finally called, she listened to my concerns and said shed look into it. Three days later, she suggested I buy Trazodone and bring ***** back for another try. I told her I didnt trust them anymore and would not be returning. She offered to reimburse two months of the plan (I still had Jan through April) and cancel it but said Id still need to pay for March and April. She also said I could use remaining services before the plan ended. I requested the last two months be reimbursed and asked if I could escalate the issue to corporate. She told me they would handle it locally and corporate would just send me back to the facility to handle. I contacted corporate, and they processed the plan cancellation (which had not been done despite the manager telling me it had) but refused to reimburse the final two months. 

   

  I would like to have my plan cancelled and not pay the remaining two months that are still due since I am no longer comfortable having services rendered on my dog at any Banfield locations. 

   

  Thank you,

  ******

  Business Response

  Date: 02/18/2025

  The Banfield representative spoke with Ms. *** in December, at which time they reached an agreement to waive/absorb 3 of the 5 remaining OWP payments and Ms. *** would be responsible for the final 2 payments. 

  Banfield honors this mutual resolution and will not waive any additional payments at this time.

• Initial Complaint

  Date:01/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a pet wellness program with Banfield in September 2024. It has been a challenge trying to get help for my dog. Excessive hold times. Call backs that never come. Messages to the doctor that never get passed along. This was problematic when getting the dog spayed as I was told I would need to have a second in person visit with the doctor because it would be a different doctor seeing her. They INSISTED that I bring her in for a visit prior to her spay. So I took time off of work to do this only to have them cancel the same day, saying it wasn't really necessary. I have expressed my concerns but the phone staff just seem irritated that I would dare say *************, 5 months later we are trying to treat our dog for anxiety with ******. Had to jump through so many hoops to get the doctor to finally call me. My husband and i both called numerous times to get this set up. it finally happened and ** ***** did take the time to listen to my concerns and get her a prescription. She told me to check back with her in 1 month. I tried to do that on Thursday. The receptionist not only did not get a phone call set up for me but said that she only checks in at 2 months for this medication- I told her that the ** advised a call at 1 month because she is just 8 months old and still growing- we may need to adjust her dosage. I was put on hold again forever and then was told that the ** is refusing to talk with me. I asked if i could get a phone visit set up for the next fe weeks ahead and I was told I would get a call back. That was 4 days ago. I highly doubt that reception sent that request along.I am not asking for much, just a phone visit, advised by the ** to make sure we are on the right track. I pay a monthly fee to be able to access this kind of help.

  Business Response

  Date: 01/30/2025

  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 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 in order to discuss your concerns and your desired resolution.
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22775276
  
  I am rejecting this response because:

  Your regional director reached out about 2 weeks ago and promised we would get this resolved. We have now spoken with your front desk several times but they can't even read the notes. We have brought the dog in just a few days ago and they were unaware. They are trying to make me bring a highly anxious dog in AGAIN because the doctors can't seem to communicate with one another. Additionally, when I ask to schedule a virtual visit with Dr. ****** no one can seem to do that either. This has now gone on for over 2 months.

  I have reached out to that director 2x more through email with 0 response!

  I am not sure who has time for all of this when we are talking about the continuation of a basic prescription.

  I have reported this to the *** and CA Attorney General now and I am requesting that no further charges be made to my card for this "wellness" plan and that no bill be sent for past services due to Banfield's inability to hold up their end of the contract. If we can't settle this quickly and reasonably, I will be involving my private attorney.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/05/2025

  A resolution has been reached regarding this matter and is pending Ms. ********* formal acceptance

  Customer Answer

  Date: 02/06/2025

   
  Complaint: 22775276
  
  I am rejecting this response because:

  I still have not received any documentation on what has been promised. Your regional director ****** reached out last week and said that information would be sent to me soon. I followed up with him about this three days ago and still have received no response.. I will be happy to accept your BBB response as soon as this is finalized. As of right now, whoever is in charge of getting that documentation out to me is sitting on their hands.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/18/2025

  Ms. ******* received the agreement, reviewed and signed it. This matter is resolved.

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22775276
  
  I am rejecting this response because:

   While we got the paperwork settled for this finally, I just got a call from the Banfield billing department yesterday letting me know they are trying to collect payment. I tried returning their call but unsurprisingly was put on a long hold and then opted for a call back which never came. If your billing department is attempting to collect, I can not consider this settled. Can you please get in touch with them and send me proof through email that they know not to send the acct to collections, make any charges or continue making collections calls?

  I would love to put this matter to rest after months and months of hassle!
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 02/28/2025

  The *** in question was cancelled on 2/25 and there is no further balance owed and no pending collections actions.

  Customer Answer

  Date: 02/28/2025

   
  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:01/03/2025

  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.

  Starting August 2024, the cost of our Optimum Wellness plan increased from $51.95 to $80.95, representing a 56% hike. This change was made without our consent or prior notice. I have contacted Banfield multiple times, but they have refused to work with us. We are essentially locked into this outrageous new price, even if our pet passes away before our "plan" automatically renews in August 2025. Again, we had no prior notice and we never signed a contract agreeing to this new rate. Banfield requires a credit card on file and automatically deducts payments, leaving us with no options. I urge the BBB to investigate Banfield's deceptive practices and recommend that customers explore other options for meeting their pets' needs.

  Business Response

  Date: 01/07/2025

  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. 

  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).
  
  Regarding the price increase for Yoshis plan, as was explained to Ms. **** when she called our contact center on 1/3/2025, this price increase was related to the change in Home Hospital that occurred on 2/19/2024 from a location in ***** to a location in ********** where the costs and pricing is quite a bit ******* was also explained, the price change did not go into effect until after the plan renewed. 
  
  Regarding notification of the price increase that is addressed in the Wellness Plan Agreements signed at enrollment wherein it states in section 10 it states:
  However, no notice will be given of a price change resulting from Member changing the Home Hospital. It is Members responsibility to read and understand the Terms and Conditions and services included in any changes to the Plan (renewal, upgrade, downgrade, or *** options).
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22764605
  
  I am rejecting this response because: Banfield has incorrectly stated that I moved from ***** to **********. In reality, the opposite is true - I relocated from ********** to *****, where the cost of living is lower. Consequently, my premium should reflect the lower cost associated with my new location.
  
  My current Texas residence is verified by the address on file, as well as my most recent visits to the ******* Banfield location in September 2024 and January 2025. Upon consulting with the local ******* Banfield, I was informed that the monthly payment for the same wellness plan is approximately $56. However, I am currently being charged approximately $81per month, which corresponds to the California rate where I no longer reside.
  
  I request that Banfield adjust my monthly payment to reflect the current market rate in ***** for the remainder of the contract period. Additionally, I request reimbursement for the difference in premiums for the months I was charged the higher rate.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/30/2025

  Regarding the price increase for Yoshis plan,as was explained to Ms. **** when she called our contact center on 1/3/2025,this price increase was related to the change in Home Hospital that occurred on 2/19/2024 from a location in ***** to a location in ********** where the costs and pricing is quite a bit more. As was also explained, the price change did not go into effect until after the plan renewed. 
  While the Ms. **** may have moved and updated her home hospital any changes to the monthly OWP costs will not be reflected until the renewal date of the **** This has been expressed to Ms. **** previously.
  No refund will be given in this matter

  Customer Answer

  Date: 02/05/2025

   
  Complaint: 22764605
  

  I am rejecting this response because: Banfield has again incorrectly stated that I moved from ***** to **********. In reality, the opposite is true - I relocated from ********** to *****, where the cost of living is lower. Consequently, my premium should reflect the lower cost associated with my new location.
  
  My current Texas residence is verified by the address on file, as well as my most recent visits to the ******* Banfield location in September 2024, December 2024, and January 2025. Upon consulting with the local ******* Banfield, I was informed that the monthly payment for the same wellness plan is approximately $56. However, I am currently being charged approximately $81per month, which corresponds to the California rate where I no longer reside.
  
  I request that Banfield adjust my monthly payment to reflect the current market rate in ***** for the remainder of the contract period. Additionally, I request reimbursement for the difference in premiums for the months I was charged the higher rate.

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

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a optimal wellness policy with Banfield Pet Hospital. I brought my dog in mid September to review a lump on the side of his muzzle, Banfield reviewed and said tat the lump was the result of an infected tooth. They advised that they were going to run some blood work to see if there was anything they needed to consider before they extracted the tooth. They called us and reassured us that blood work came back fine, and they were going to extract the tooth. This cost us roughly $1300 for the service which included antibiotics to reduce the swelling. A month later the swelling was still there and now my pet was making more noise when he was breathing. I went to VCA Pet Hospital for a second opinion and they offered up an option to do a biopsy, sedation and recovery bay to determine if lump was cancer related. Their rate was about $1200 for this service but suggested that I go back to Banfield since I have coverage there and would most likely receive additional discounts. Due to the familiarity to my dog we went back to Banfield. Their quote to perform the service was actually a little more expensive but in lieu of playing the discount game, we opted to go with Banfield. Paid for test but the test came back inconclusive. We brought the dog back to Banfield on Dec 28th for a wellness review and they advised that since the dog stopped eating and was having issues biting down on toys or food that they would agree with putting the dog down as a quality of life decision. Now while calling to cancel my monthly plan, I was told that the balance that I owe was still in the $360 range. I think that is insult to injury. First, why am I paying for a test that came back inconclusive and secondly, why am I continue to have to pay for services on a deceased pet?

  Business Response

  Date: 01/07/2025

  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. We are deeply saddened to hear of the passing of ******* It is always difficult to lose our friends, and it is clear that ****** was a very important part of the Trott family.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Per the terms of the agreement, a client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  This process and cost for cancellation applies regardless of the reason for the cancellation, including the passing of the pet.
  
  In the case of ******, Banfield is willing to waive all remaining costs for his plan following his passing. The Optimum Wellness Plan for ****** is now cancelled with no additional moneys owed.
  

• Initial Complaint

  Date:01/02/2025

  Type:Customer Service 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 this complaint regarding Banfield's repeated failure to honor scheduled appointments for my dog, Jelly, and their unacceptable customer service practices. Over the past month, I have scheduled three appointments, each confirmed via email, only to arrive and find them canceled without notice. Attempts to contact the location have been met with unprofessional and dismissive behavior, including employees displaying rude attitudes and disconnecting calls. Calls to the corporate number result only in automated responses promising a callback within 60+ minutes, yet no callbacks are ever *********** a concerned pet owner, I find this pattern of negligence and disregard for customer care deeply troubling. My dogs health and well-being are a priority, and Banfields actions have caused unnecessary stress and delays in care. I request immediate corrective action to address these issues and ensure that such unacceptable practices are not repeated.

  Business Response

  Date: 01/07/2025

  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.  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 in order to discuss your concerns and your desired resolution.
  

• Initial Complaint

  Date:12/31/2024

  Type:Customer Service 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.

  ****** ******* ************ Bergi Refund on cancelation ****** wellness plan that i cancel on Dec 30 due to passing of *****. I kept this plan open due to Bergi being alive but haven't been to hospital For over 4 years still paying this plan and when cancel they said I breach agreement. I didn't due to Bergi being alive you guys are only giving me ******. **************** give email for hirer then customer service and email cane back undiverable .That not fair and will report you guys report you on bbb. ******

  Business Response

  Date: 01/07/2025

  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. We are deeply saddened to learn of the passing of Bergi.

  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
  

  Per the terms of the agreement, 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 ***.  These steps for cancellation are the same regardless of the reason for cancellation including the passing of the pet.

   It was not until 12/30/2024 that we were informed that Bergi had passed or that *** ******* did not want any further use of her Optimum Wellness Plan. It was on that date that the plan was cancelled and the last 2 payments towards that plan were refunded to *** *******. In the case of Bergi, as mentioned above, Banfield was never informed of Bergis passing or *** ******** desire to cancel the plan until 12/30/2024 at which time the plan was cancelled, and 2 months of payments were refunded. ****** plan had recently renewed on 10/3/2024 so only 3 payments had been taken for that final year of Bergis plan.
  
  As a client service gesture, Banfield Pet Hospital is willing to reimburse ********** for that third payment that was taken for the final year of the plan. A check in the amount of $83.85 will be sent to the address on file.
  

  Customer Answer

  Date: 01/12/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******