Business Profile

Animal Hospitals

Banfield Pet Hospital

Headquarters

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Complaints

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

Customer Complaints Summary

1,121 total complaints in the last 3 years.
374 complaints closed in the last 12 months.

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

Initial Complaint
Date:12/13/2024
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 noticed on my credit report a collection account from ************************** C System. I never received a letter via mail from Banfield Pet Hospital or I C System regarding this issue. I have been contacted at work multiple times which is now beginning to put my place of employment in jeopardy and I have informed them to delete my work number from their files! They are claiming that I owe $898 but I have no knowledge of it. I have no accounts with ********************** or I C System and I do not owe them any debts.I want them to delete the information from all of my credit reports and agree to not sell, transfer, or reassign the debt to another agency. I would like for ************************** C System to terminate all collection efforts and close the account attached to my name and notify all three credit reporting agencies to delete this account from my credit report. I also do not want Banfield Pet Hospital or I C System to ever reinsert this account onto any of my credit reports in the future. I also want to ensure the account will not be sold or transferred to another company for further collection efforts!
Business Response
Date: 12/20/2024
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.

Ms. ***** has been a client of Banfield Pet Hospital with her pet Maci since June 30, 2020 when she first enrolled on one of our Optimum Wellness Plans. As described below, the Optimum Wellness Plan is an auto-renewing plan which she used until April 24, 2024. The Wellness Plan last renewed for Ms. ***** on February 22, 2024 and a copy of her electronically signed agreement is pasted below alongside an Authorization to ************ form also signed by her.
Ms. ****** collections status exists as the result of payments from the card attached to her file stopping on April 5, 2024 when payment failed for non-sufficient funds.

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 ***.

If a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due. However, if a wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled, the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.

We advise that Ms. ***** call our contact center, ************, or make payment directly through the collections agency to resolve her debt.
Initial Complaint
Date:12/12/2024
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.
On 05/22/2024 I took my pet to Banfield animal hospital on **** J ******* in **********. They explained what the wellness plan was but I did not consent to the wellness plan. They charged me for the wellness plan on a card that their system had stored. I was charged ****** on 05/22 then an autopay for the wellness plan I didnt consent to came out on 06/26 for $*****. In December, Banfield sent me to collections for ******. I called IC system on 12/12 and explained I would pay ****** (amount without plan discount for services on 5/22) - ****** (amount paid 5/22) - ***** (amount charged 6/26 for wellness plan) + ****** (collections fee)= ******. ** collections said that they can only settle for 700 and some odd dollars. I asked if I pay the full ******, will I still have the services offered in the contract that ends 05/22/2025 they said no. Banfield is charging customers the full amount of the plan, sending that amount to collections, and then not offering the terms of the contract. This is predatory and illegal especially since I never signed the contract.
Business Response
Date: 12/20/2024
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.

On December 13, our contact center agreed to Mr. ******* offer to settle for $462.59, but that payment has not yet been received. Our contact center is currently working to contact Mr. ****** to help arrange for that payment to be made.
Initial Complaint
Date:12/12/2024
Type:Sales and Advertising 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.
We subscribed to a monthly payment for a wellness optimum plan. On December 12th, 2024 we had to put our cat to sleep and called to cancel our plan. The representative we spoke to was extremely rude and told us we had to pay $421 for services NOT used on our account to be able to cancel the account.
Business Response
Date: 12/20/2024
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 Junes passing it is always difficult to lose our furry friends.

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 *** regardless of the reason for the cancellation including the passing of the pet.

Specifically,regarding the Optimum Wellness Plan for June, since the last plan renewal date in September, $1,125.83 in services and discounts was received. For this,$173.85 was paid leaving a remainder of 9 payments of $57.95 to cover the cost of cancelling the plan.

As a client service gesture, Banfield is waiving 7 of those remaining payments leaving Ms. ******* with 2 payments of $57.95 ($115.90) to cancel the plan. She may either call our contact center to make that final payment or allow those payments to be taken out over the next 2 months (1/5/25 and 2/5/25).

Customer Answer
Date: 12/20/2024

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:12/11/2024
Type:Sales and Advertising 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 had a Banfield Wellness plan for my cat. He recently passed away and I attempted to cancel my plan. Banfield required me to pay the cost of services rendered thus far but I did not use all the services they charge for. In fact, I had to pay a significant amount of money out of pocket for costs that they did not cover. I have also not received confirmation that my plan was cancelled. I would like an itemized receipt for services rendered to ensure that the price they charged me is justified. Also, they make it very hard to cancel. They only allow you to do it over the phone and at limited times of day. They misrepresent the services provided and force auto-renewal on their customers.
Business Response
Date: 12/20/2024
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 by the loss of Cometa, especially with as long as she and *** ***** were together, this is always a difficult situation.

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 *** regardless of the reason for the cancellation, including the passing of the pet.

Regarding Cometa, $1,751.70 in services and discounts were received during the last year of the plan from July through December of 2024.Prior to her passing, *** ***** had paid $309.75 towards the plan and was then asked to pay the remainder of the plan cost ($433.65) to cancel the plan.
As a client service gesture recognizing *** ****** years with us as a client, a check for $433.65 is being sent to reimburse her for the cost of that plan cancellation.
Customer Answer
Date: 12/20/2024

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:12/07/2024
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.
Complaint Summary:I experienced repeated negligence, unprofessionalism, and poor customer service at **********************'s ***********, **, location. Despite their mistakes, they handled the resolution process poorly, even threatening to send me to collections while I was actively trying to resolve the issue. I am filing this complaint to highlight systemic issues at this location and prevent similar experiences for others.Complaint Details:In November 2024, I faced significant issues at Banfield Pet Hospitals *********** location, leading to stress and financial strain. Heres a timeline:1. Veterinary Care Negligence:The *********** location made repeated errors with my puppy, Skylar:Administering the Leptospirosis vaccine too early, making it ineffective.Incorrectly claiming she needed an influenza vaccine, despite her already receiving it.Attempting to administer an unnecessary vaccine, risking harm.2. Contract Resolution and Poor Communication:Due to these mistakes, I opted to terminate my wellness plan contract.On November 30, 2024, I agreed to an early termination fee and was told Id receive payment instructions the next day.On Friday, I received a voicemail with partial instructions but no final amount. Unable to follow up due to work, I later learned the contact person left at 1 PM.On Saturday, I was told the amount but was also threatened with collections if I didnt pay that daydespite already agreeing to pay.3. Technical Issues and Lack of **************** Credit portal was unavailable, and I couldnt reach a manager or the person who contacted me.4. Unprofessional Behavior:Instead of resolving my concerns professionally, Banfield used aggressive tactics, including collections threats. This was completely unacceptable given my efforts to cooperate.
Business Response
Date: 12/19/2024
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 had previously escalated this concern to our local hospital and field leadership and based on our notes, they had worked through the majority of this resolution together including a significant portion of Ms. ******* outstanding costs having been waived. I am unclear on what the challenge is in gaining full resolution of this concern as Ms. ****** appears to have repeated much of her initial concern which was previously addressed.

I have requested that our local Field Leadership reach back out to Ms. ****** to understand the current challenge and move this closer to a final resolution within the next 2-3 days.
Customer Answer
Date: 12/23/2024

Complaint: 22655225

I am rejecting this response because:

No one has reached out to me regarding this matter. I originally filed this complaint because, after an attempt to resolve their mistake, the company called and threatened to send me to collections for not paying the agreed amount within 24 hours. At no point was I informed there was a time limit for making the payment.

Their actionsthreatening collections after admitting faultdemonstrate a lack of genuine interest in addressing the systemic issues present at this location. This behavior, coupled with their initial mistake, could have caused harm to my dog and highlights serious concerns about the processes and accountability at this facility.

There is a significant issue at this location that needs immediate attention to ensure no other pets are placed at risk. I urge you to take this matter seriously and implement measures to prevent similar incidents in the future.

Sincerely,

******** ******
Business Response
Date: 01/10/2025
Our records indicate that the local Chief of Staff had previously spoken with Ms. ******* regarding this matter, however we have escalated this to their leadership and have requested additional follow up.
Customer Answer
Date: 01/15/2025
Complaint: 22655225

I am rejecting this response because no one has reached out to me since I submitted this request. The records indicating that leadership contacted me refer to interactions that occurred before this complaint was submitted.

Additionally, I was threatened with being sent to collections just 24 hours after agreeing to pay the termination fee, despite actively trying to resolve the matter. These practices are deeply flawed and unacceptable.

Sincerely,
******** ******
Business Response
Date: 01/30/2025
Ms. ****** has since escalated this matter to the Veterinary Medical Board. As the board continues their investigation, we are unable to discuss the care provided or recommended for these pets. We have decided to hold Ms. ****** to the prior mutually agreed upon resolution,reached in December, and will await payment from Ms. *******
Customer Answer
Date: 01/30/2025

Complaint: 22655225

I am rejecting this response because I already paid the amount owed before submitting this complaint. This was never about the moneyit was about the concerning practices at Banfields *********** location.

It is evident from these back-and-forth responses that Banfield has no real understanding of the issues I raised, nor do they seem to care. I submitted this complaint to bring attention to the systemic problems at this clinic, yet their response ignores the real concern.

The fact that they are still referencing paymentdespite my account being settledfurther proves their lack of awareness and accountability. I filed this complaint to ensure someone looks into the serious issues at this location, and their dismissive response only reinforces my concerns.

Sincerely,
******** ******
Initial Complaint
Date:12/06/2024
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.
My cat past over Thanksgiving, when I called the Banfield pet hospital to discontinue her wellness plan I was told I would have to continue to pay till the end of her session. This is unfair My kitty is gone.
Business Response
Date: 12/06/2024
We are deeply saddened to learn of Ms. ********* loss. Our thoughts go out to Ms. ******* and her family during this difficult time.

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

Per the terms of the agreement, a client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.

While there is a balance owed for services already provided, we have, as a client services gesture, waived the balance and cancelled the *** at no cost. We appreciate the opportunity to partner with Ms. ******* over the last many years to provide care to *****
Initial Complaint
Date:12/04/2024
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 had taken my dogs to Banfield veterinary pet hospital to get a physical and shots.While I was there they mentioned their wellness plan. I was told if I got the wellness plan my puppy would get spayed for no cost but, my second dog was almost 2 so she would be full price because she was older.I told her I had to think about it she said thats fine.I could let her know when I came in for my next appointment.When I was there for an appointment on October 31st I told them I wanted to go ahead with the plan and we scheduled the appointments for November 14th for the blood work and they gave me Cerenia to give them night before surgery.When I got home she called and said I had to sign for the wellness plan so,I went ahead and signed believing that **** was on the ********** plus plan so her spay would be covered. When I paid the **** I asked for an itemized **** because it seemed high. They had both the dogs on the active care plan. I believe I should be reimbursed $1088.35 Which they told me under the plan I did not have to pay for Emrys spay but, the **** says different. I feel like I was misinformed and deceived into believing it was covered when it was not.Up until October 31st I paid out of pocket for physical vaccines office visit and preventive care not being on the plan. I was up to date with everything.The only benefit I seen getting the plan was the spay.
Business Response
Date: 12/20/2024
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 ***.

Banfields Optimum Wellness Plans are different for pets at different stages of their lives. Ms. ******* did not enroll on the Optimum Wellness Plan for either of her pets until they were both older than 6 months of age making them both ineligible for the puppy plan which included a greater discount for the spay surgery than the cost of the surgery she is currently paying for with the plans that she did purchase.
As pets get older, spaying them becomes a more complex surgical procedure than when it is performed on pets under 6 months of age which is why the Wellness Plan for adult pets does not provide as great a discount as the plan for younger pets.
I do want to repeat, however, that the plans Ms. ******* enrolled her pets on do both include the spay surgical procedure for adult pets as she signed them.

Ms. ******* had been working with our Chief of Staff, Dr.**** ******* If she wants to continue to pursue alternative ways of caring for her pets, she may continue the conversation already started. As of now,significant services and discounts have been provided through the plans to both of Ms. ******** pets: *** has received $1,028.69 in services and discounts and **** has received $960.37. Although Ms. ******* can cancel the plans, she would still need to have paid for the services that were received from the plan.

Customer Answer
Date: 12/20/2024

Complaint: 22641724

I am rejecting this response because:I have spoken to all woman through this process and had multiple prices from each.
I was at no point working with chief of staff **** ****** and having conversations.
Once again I have no idea where they get this information.
I was told when I called about this problem that I could call corporate and they take care of that. When I called the number they gave me:
(Banfield ************)
The gentleman told me he doesnt deal with this issue.
I should call the office back and speak to the office manager. He wasnt sure why they gave me the number to speak to him.
Also,I believe if they were more transparent and sat down and put in writing what was going to be covered and made things clear that would probably be in their best interest to avoid these problems.
I gave them Emrys paper work when I first brought her there and They put Her birthdate as ******* when in reality it is *******.
When we agreed to go ahead with the surgery on October 31st **** was under Six months. When I was there on November 14th to have blood work and get the Cerenia for nausea that would have made **** six month on that day so the surgery was scheduled before she was six months.
Just because it was on the schedule for the 21st.
The agreement as I understood would cover Emrys spay. Just because they needed me to agree to the *** plan on November 14th over the phone doesnt mean That everything that was agreed upon and scheduled prior and set in motion on October 31st when **** was under six months is not an agreement. The blood work date that was set up for November 14th and the 21st for Surgery was done on October 31st.
I do believe that the staff should be better trained in the information they relay to their clients. I also believe they should have the client come in office.
Sit with the client explain everything and what the amount would be in total and what each price is for and what is covered and what is not covered.I dont believe doing it over the phone is an actual agreement.
If I didnt sign in person and agree upon all the charges.
I also dont believe that I got this incredible discount.

Sincerely,

***** *******
Business Response
Date: 01/08/2025
As of now, significant services and discounts have been provided through the plans to both of Ms. ******** pets:
Mya has received $1,028.69 in services and discounts and **** has received $960.37. Although Ms. ******* can cancel the plans, she would still need to have paid for the services that were received from the plan.

We have provided a breakdown of the services and discounts provided as well as a copy of the communication noted in the records.
Initial Complaint
Date:12/03/2024
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've had an Optimum wellness Plan since 2015 for my boxer ***** and renewed it every year since then.Last year in December 2023, we added a new puppy to the family, and his name is ******.After getting some advice and looking at different studies we decided that with ******, we would want to wait till he is about 2 years old to neuter. When I brought ****** to Banfield Pet Hospital for the first time last year, before I signed him up for the puppy wellness plan, I clearly asked the associate if we can wait for him to be 2 years old before being neutered and she told us "Of course you can". Never were we told that it has to be done in the first year for it to be included at no extra cost, part of the wellness plan we pay for monthly.Well now for the last few months, we've been getting calls and reminded every single appointment that ****** is due for neutering and if we don't neuter him within the next month, we will lose that wellness plan benefit and pay out of pocket next ******* this point I'm very upset for a couple of reasons:1) We were told that neutering him at the end of his 2nd year of wellness plan was ok, and I don't think it's fair to charge me for it when we neuter him next year.2) I feel like Banfield Pet Hospital should think a little less about business practices and focus a bit more on what is better for the pets. Getting calls every month to remind me about neutering when I clearly asked the staff to put notes we don't want to neuter him yet, feels like a marketing / sales vibe. And mentioning we will lose that benefit we have, is creating that fear of loss for the consumer. I reached out to Banfield Pet Hospital in person multiple times with no resolution.On 11/19 I emailed Banfield customer service about my complaint, and received an email that my concerns were sent to the Renton Branch and that someone would contact me within 3-5 business days.2 weeks have passed, and 9 business days and no one has even tried to contact me.
Business Response
Date: 12/05/2024
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.

Our notes on this case indicate that our hospital leadership was able to connect with Mr. ******** and resolve this situation on 12/4 by agreeing to cover the cost of the surgery.

This should resolve the situation, but please let us know if there are ongoing concerns.
Customer Answer
Date: 12/05/2024

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:12/03/2024
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 have had my various pets on Wellness Plans continually since 2007 (the cost is auto deducted from my bank card). My current two pets, Sabu and ***** have been on plans since they were puppies. In May of 2024. my credit card expired and I went in and provided my credit card to the girl behind the desk to update billing information. Fast forward to October, I call my local Banfield *************************************, to see when the next Comprehensive Plan visits were due, and the *** indicated to me that only one of my dogs was still on the plan, and that Sabu had been dropped off of the Wellness Plan he was on, and that I needed to contat the ************ I called the *********** and they said I needed to pay $700 to be reinstated. I am retired and on a fixed income, and the cause of my pet being dropped was not my fault. $700 is a huge burden for me. The Corp *** told me the only option is to talk to the Clinic Manager. I tried ***eatedly to call, and the phone was never answered and no voicemail was available. I finally recently in the last two weeks stopped by twice. The second visit I was able to speak with the clinic manager but she could not retrieve my file because Banfield Corp placed me in COLLECTIONS! I have never been notified about my card and fine the Corp *** to be very demeaning. I have tried to resolve this without resorting to BBB, but find that Banfield Corp is unresponsive and does not seem to value long standing customers. I should not have to pay for their mistake, nor should my pet suffer. The local clinic has always been amazing, and my complaint is with *********** and their audacity to put me in collections.
Business Response
Date: 12/05/2024
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 ***.
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 is on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.

Regarding Ms. ****** pet Sabu, $1062.17 in services and discounts were received through the plan primarily on 3/11/24 related to a comprehensive examination with diagnostic testing, vaccinations, and an anesthetized dental cleaning. Only one payment of $65.95 was received on 3/12 all payments following that failed and were not corrected resulting in the plan being sent to collections.

As a client service gesture, Banfield will be willing to receive $465.96 as payment for the services received which would resolve the collections account and allow Ms. ***** to re-enroll on a plan should she choose to do so.
Customer Answer
Date: 12/16/2024
BBB,

I apologize for not answering sooner, I was unable to access emails for a week. The answer provided is not acceptable. They are not taking responsibility and are not releasing the case from collections. I want to receive the resolution indicated by the home office which is to work with the Clinic Manager of where I take my dog. They indicated that this is how I may be able to reduce this amount. I have another dog under the plan, and have always had a minimum of two dogs on the plan.

The fact that THEY made the error is not my fault. I never decided 'not to pay'. This gets automatically deducted from my account. I cannot pay the complete amount since I am retired and on a fixed income. Myself, my daughter and others are watching the disposition of this case and how they deal with seniors.

To reiterate what happened:

1. My card changed in May. I went to the Clinic personally and provided my card to be updated on my account.
2. I stopped hearing from Banfield on both my dogs and found out that one pet had been dropped.
3. I called the clinic and they told me to call the home office.
4. I called the home office and they indicated that I had to pay almost $500 for reinstatement or work with the local clinic for other arrangements.
5. I went to the local clinic several times and finally talked to the clinic manager and they said the home office had placed my account in 'collections' and that they could not speak with me.
6. At this time I contacted BBB for their help in resolving this case.

I have had pets covered continuously since 2007. My daughter also has her pet covered as well as many friends. Is this how they treat loyal customers of almost 20 years? I believe that an acceptable amount is 50% of what they are asking. It was not my fault that their person did not update BOTH my pets, just one. That's all I can muster based on my fixed income status as a senior.

***** *****
Business Response
Date: 01/08/2025
As [previously noted, Ms. ****** pet Sabu, received $1062.17 in services and discounts through the plan and Ms. ***** only made one payment of $65.95, received on 3/12. As a client service gesture, Banfield has offered a settlement of the balance owed and is willing to receive $465.96 as payment for the services received to resolve the collections account.
Customer Answer
Date: 01/10/2025

Complaint: 22633367

I am rejecting this response because: The reason that only one payment was made was because Banfield removed my payment method without my knowledge thus resulting in an arrears.. My other pet continues to be paid for via automatic withdrawal.
My first attempt at resolution when I called the office is that they directed me to resolve with the clinic that made the error. They are not willing to take responsibility for causing this in the first place. When I tried to resolve this with the clinic, they had put my account in collections which would not allow me to resolve it with the local clinic. As a retired senior, almost $500 to be reinstated is punishing for my finances. I did not cause this, I have made good faith attempts at resolution. They talk about $1000 in services yet ignore the decade of continuous payments for multiple pets since 2007. I'm am asking to share the burden which I believe is fair an equitable in this situation. I belive $242.50 is the amount of fair resolution.
Sincerely,

***** *****
Business Response
Date: 01/24/2025
We cannot determine why the card would not have been updated by the local hospital when they update the other pet's account. That being said, there were noted communications between the teams and Ms. ***** informing her that the *** in question was on hold for failed payments.
Please note Banfield did not 'remove' Ms. ******* credit card information from her account. Her financial institution denied payments and indicated the card had been reported as lost or stolen. All future payments were halted, and Ms. ***** was asked to provide updated information.
We have offered to settle the account and have Ms. ***** pay only for the services and discounts that she received from the ***. Once paid the account, and any related derogatory marks on her credit reports, will be removed.
Customer Answer
Date: 01/27/2025

Complaint: 22633367

I am rejecting this response because:
1. The bank DID reject the credit card because of the expiration date.
2. I DID go to Banfield as soon as I found out from the local office and drove there and gave them my updated card with NEW expiration date.
3. Banfield is charging on my plan one dog ******* on the new card.
4. Banfield NEGLECTED to charge for my second dog (Sabu)
5. I called Banfield Corporate to try and straighten out the situation. They wanted to charge me over $700 to be 'reinstated' blaming me for the error. Banfield Corporate told me that the only way to discuss this further was in person at my Banfield clinic.
6. When I went to the local Banfield Clinic, the indicated to me that they COULD NOT discuss anything with them because the **************** turned the issue over to a Collection Agency.
7. All of my existing care with my dog ***** has been halted even though I am paying for her plan. This means I am paying for services not being received.
8. It is not MY fault the clinic did not update both accounts (for ***** and Sabu). I have been going there since 2007, and they know me very well. I am sure it is an un-intentional error, however I and my pet Sabu are paying the price because no one appears to be listening or slowing down to understand what has happened. Perhaps a higher level manager and a phone call discussion is appropriate?
I am blaming this situation on the ***************** The local clinic was willing and wanted to assist me, but because of rules due to a 'collection' status they could not. The Corporate was the one that told me to discuss a lower 're-instatement fee' with the local clinic... and then they threw me into collections so that I could not do WHAT THEY TOLD ME TO. I would like BBB to take an opinion on this. I have been making every effort from the MINUTE I knew there was a problem, yet the Banfield **************** is treating me like a criminal. After all, I have been paying for one dog since this started, so how is this MY FAULT?

Sincerely,

***** *****
Initial Complaint
Date:12/03/2024
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.
My cat Chouteau passed away last night. A week ago I went in to diagnose his end satge issues and paid over 500 dollars that day for the diagnosis. I have proof from a vet of ***, and purchase of cremation for Chouteau. Your "CHAT" is trying to say that I owe for care that has been rendered already. However, it is IN FACT for the remainder of payments for his health care plan. When a human dies, people don't continue to pay health care premium plans. Why on earth do you worsen the grieving process by making people pay for a wellness plan after the animal passes away?
Business Response
Date: 12/05/2024
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 Chouteaus passing. Our thoughts go out to Ms. ***** and her family during this difficult time.

Optimum Wellness Plans (***s) are customized packages of pet care services. Optimum Wellness Plans are not insurance. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines,early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to ******* on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
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 ********, prior to his passing, he received $557.71 in discounts and services through the plan and paid $319.60 for this.

As a client service gesture, recognizing Ms. *****s years on the plan with ********, we are waiving the remaining payments on the plan and cancelling it with no additional moneys owed.
Customer Answer
Date: 12/09/2024

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,

****** Story

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