Complaints

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

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  Thrive Pet Healthcare

  1211 Austin Hwy San Antonio, TX 78209

• 

  Thrive Pet Healthcare

  800 W Cesar Chavez St # B100 Austin, TX 78701-4008

• 

  Thrive Pet Healthcare

  520 Grapevine Hwy Ste 400 Hurst, TX 76054-2830

• 

  Thrive Pet Healthcare

  9828 Great Hills Trl Austin, TX 78759-6391

• 

  Thrive Affordable Vet Care

  4751 29th St Greeley, CO 80634-8363

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:07/20/2025

  Type:Product 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.

  Subject: Unable to cancel Thrive Plus GP Plan purchased:I purchased the Thrive Plus GP Plan through *************************** in *****, ** (**************************) 4 years ago. We no longer go to that vet and have been trying to cancel for over 45 days without success. Ive called every number I could find Thrive Plusincluding the ************* customer linebut the numbers are often out of service or go to voicemail, and I never receive a return call. *************************** said they can not help me with my issue. Ive sent multiple emails to ******************************************************** I submitted cancellation requests on Thrives website.Despite all this, Ive received no confirmation or response. Im still being charged monthly for a service I no longer want or can use.I request:Immediate cancellation of the Thrive Plus GP Plan Cessation of all future charges A full refund for charges incurred since I first attempted to cancel (45+ days ago on their website and attached was an email responses on 6-22-25) Ive attached proof of my attempts to cancel. I appreciate your help in resolving this.

  Business Response

  Date: 07/28/2025

  Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled and you will be refunded for the last 45 days. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

  Customer Answer

  Date: 07/31/2025

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

• Initial Complaint

  Date:07/14/2025

  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.

  Came home to a pet emergency on 3/3/25. Took my pets up to *********************** Repeatedly told them/asked them if my oldest pet could walk after her consultation. They didn't care to hear me. They kept asking for more and more money. I made 3 different credit card transaction in a matter of 15 mins. They did nothing but hand me back a ****** pet with no follow up conversation. My pet died the next morning.......... I am so emotionally distraught STILL. Months later, I seen a young boy who had found a cat alive in ditch. He wanted to take to vets, we took him to Pets Emergency (same place) they refused to care for the cat.....the young boy was at a loss for words. This place should be shut down.

  Business Response

  Date: 07/15/2025

  We want to express our deepest condolences for the loss of your beloved pet.Losing a furry family member is an incredibly difficult experience, and we understand that emotions can run high during such trying times. We strive to provide compassionate and professional care to both our clients and their ************* from our clients is invaluable to us, as it helps us identify areas where we can improve our services and ensure that every client receives the care and support they need during these challenging times. A member of our management team will reach out to you directly to address all of your concerns. Sincerely, Thrive 

• Initial Complaint

  Date:07/09/2025

  Type:Product 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 Thrive plus pet healthcare while in ***********, **. *** had the service since April 2024. I recently moved to *****, **, they do not accept thrive plus here. I wrote requesting cancellation of membership. I was told I could cancel my membership at any time but when I went in cancel my membership the site stated my membership would not auto renewal 4/2026 but that I would be charged monthly ***** monthly til 4/2026.I totally disagree with this, why am I paying for something I have NO access to.I want my acct cancelled and a refund for June and any future payments.******* ****

  Business Response

  Date: 07/15/2025

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

  Customer Answer

  Date: 07/15/2025

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

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising 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.

  They made it seem like you were just making an appointment to have your pet seen by the vet NOT getting a subscription service. I have contacted them 6 times by email since the first day it happened to cancel it and had NO response at all. I require a total refund of ***** so far as I stopped payment on the addtnl ***** monthly fee as soon as I saw they still had not stopped it.

  Business Response

  Date: 07/15/2025

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

• Initial Complaint

  Date:07/02/2025

  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.

  medical malpractice because they was the only ones open when the accident happened so we rushed up there with PUPPERS around 8pm and HAD TO PAY 400$ for them just to look at him then 30 minutes after they LOOKED at him they came back with a 1100$ bill to further "take care" of him. The next morning around ***** am I went to get him because all they wanted to do was keep billing me so I payed what they asked and when they brought my puppy out he still had open gashes to the bone that was never once touched or treated and began to get infected. They never cleaned a single thing on him they just left him there all night and gave him pain medication. Needless to say after seeing they didn't treat him and he still had broken bones and open wounds I brought him to the veterinary I've always used and trusted! I'm not the type to slander a business but my poor dog sat there for ***** hours and didn't even get his wounds cleaned. 6/27/2025

  Business Response

  Date: 07/15/2025

  Thank you for taking the time to share your feedback. Providing professional and compassionate care for every client and their pet is our top priority. Were sorry to hear that your experience at our hospital did not meet your expectations. We want to make sure that all of your concerns are addressed promptly. Can you please tell me the name and location of the clinic where you took your pet? Thanks, Thrive 

• Initial Complaint

  Date:06/18/2025

  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.

  *********************** - ******** and Dr. ******* ******* misdiagnosed our dog with cancer with "99% certainty" after an ultrasound, despite an inconclusive fine needle aspiration. He then proceeded with chemotherapy for lymphoma. ******* condition worsened, and Dr. ******* and Sage strongly pushed for euthanasia, causing immense distress and my miscarriage during the process.A second opinion at ************* revealed our dog did not have cancer; their imaging team determined that cancer was the least likely diagnosis as the mass did not appear to have blood flow. It was discovered the masses were fungal granulomas. This highlights the gross misjudgment in Dr. ********* diagnostic assessment and raises serious questions about ****'s diagnostic capabilities and their subpar imaging equipments. Our dog is now recovering after appropriate treatment. Dr. ********* misdiagnosis and Sages push for euthanasia were grossly negligent and showed a severe lack of empathy and responsibility, putting our dogs life at risk and causing our family immense pain. When we informed his colleague of the misdiagnosis, the response was "Oh, Im an oncologist, and all I know is cancer, but whatever UC ***** says. Ill have Dr. ******* give you a call" , and Dr. ******* never even called to apologize. His failure to follow up on his mistake and wrong diagnosis is deeply concerning, making me wonder how many other pets may have suffered or died under his care due to similar diagnostic failures.During our dogs hospitalization at Sage, we were repeatedly questioned and pressured about euthanasia despite expressing our wish for treatment. On the day of discharge of our dog, we were placed in a room filled with pet ashes and urns, an act that demonstrated a shocking lack of sensitivity and further pressured us towards euthanasia. *********************** - ******** and Dr. ******* demonstrate a clear disregard for professional standards and patient well-being.

  Business Response

  Date: 06/19/2025

  Thank you for taking the time to share your feedback. Unfortunately, we do not own SAGE and Dr. ******* does not work for Thrive. We recommend contacting **** directly. Thanks. 

  Customer Answer

  Date: 06/19/2025

  Complaint: 23483431
  
  I am rejecting this response because: why do you have the same business address? Whos the owner of *********************** - ********? If not you, which business should I file the complaint on?
  
  Regards,
  
  *** ****

• Initial Complaint

  Date:06/16/2025

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

  Business Response

  Date: 06/19/2025

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

  Customer Answer

  Date: 06/19/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I wish for an emailed receipt of the refund and email confirmation of the cancelation. 
  
  Regards,
  
  ****** ****

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

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

  Business Response

  Date: 06/12/2025

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

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

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

  Business Response

  Date: 06/12/2025

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

  Customer Answer

  Date: 06/12/2025

  Complaint: 23407215
  
  I am rejecting this response because:I  would like this complaint resolved through the BBB. I am asking for a full refund ( $2293.70) due to the mismanagement of my pet's eye. If this is not satisfactory, I have sent a complaint with documentation to the ************************. They will investigate my complaint.Also, at the advice of an Attorney, I will file for damages with small claims court for the mismanagement of my pet's eye, causing additional trauma to her eye and jeopardizing her health.I would like to resolve this issue at this level.
  
  Regards,
  
  ****** S **** ****** S ****

• Initial Complaint

  Date:05/12/2025

  Type:Customer Service Issues
  Status:

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

  Business Response

  Date: 05/15/2025

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