ComplaintsforThrive Pet Healthcare

• Initial Complaint

  04/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This company is running a scam. It is pushed as insurance by the vet but the vet will still charge you additional fees to make up for the cost of the visit. There is no way to cancel the membership on the website once it's started. You have to email their customer service to cancel, and they didn't respond to us for weeks and then told us we would have to pay $263.22 to cancel the membership we just started. We've paid the vet thousands of dollars already for tests. The vet is now telling us that our dogs need all these additional tests which seems awfully suspicious since they were completely healthy with our previous vet who saw them three months ago. They don't have any problems with their appetite or energy levels. This vet also has many negative reviews for price gouging which makes me think they've had financial problems and may be using this Thrive Pet Plan to take advantage of customers. The terms of the contract should be voided because they are unable to respond in a timely manner to cancellation requests. You have to send requests to cancel by mail or email. But they're able to process your payment and manage your membership online, just not cancel it. That's a scam. These people should be ashamed of themselves and this vet should be arrested.

  Business response

  04/02/2024

  We are very sorry to hear about your negative experience with our Thrive membership. We will cancel your membership and you will not be charged any amount for that cancellation. We wish you the best. Thanks! 

  Customer response

  04/02/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 14th, we presented ***** to ********************************** pet hospital with a possible urinary tract infection. We let the vet know that he had been straining to urinate for the past day. Immediately, they took him away from us, took him to the back, and proceeded with emergency care. After over an hour of us waiting, it was presented to us that they believe his urinary tract is blocked by stones. The vet explained that they would need to insert a catheter to try to relieve his blockage. After an additional two hours, we were contacted and were told that the vet could not insert a catheter nor could she unblock the urinary tract and that he would need to undergo surgery. However, he would need to be transported to a different hospital as their on-call surgeon was out with a family emergency. Said hospital would be over 2 hours away with traffic, with no assistance being provided by the veterinary hospital. It was mentioned far after the fact (upon checking him out of their care) that there is an emergency animal ambulance company, but it wasn't mentioned to us because "it's really expensive" per the front counter. In the meantime, I was left with a $2,061.83 vet charge but they couldn't do anything. I feel as if they took our money before even evaluating the situation. If they knew they couldn't do the surgery due to staffing issues, why did they not direct us to the other hospital that could assist us? Why? Because they wanted our money even though they couldn't do anything for my cat. The level of inconsiderateness, and the unethical treatment we received was deplorable. Why did they accept him as a patient and not be upfront with us in the first place? Maybe because integrity is not something this company is familiar with - although it is posted everywhere on their marketing materials AND is part of their four guiding principles to help keep them on track; quality, compassion, integrity and service. All four, they failed on.

  Business response

  04/02/2024

  We are so sorry to hear about your experience with ACCESS. A supervisor will be giving you a call to go over your concerns and see how we can rectify this situation. Thanks. 

• Initial Complaint

  03/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took my pet in for a Wellness Exam on 3/14/24 and received a bill for over $500. when my vet receptionist suggested I sign up for thive plus, which I needed to do right then in order to get a reduction of approx $130. I was told that my first month would be free of charge, but I was charged $21 anyway. I believed this was a type of pet insurance, but then discovered I could not get in touch with the company and could not discontinue my automatic signup. I would gladly reimburse my vet for the $130, but I do not want any association with this company.

  Business response

  03/25/2024

  We are very sorry to hear about your dissatisfaction with our membership and will have your account canceled. We will also credit you for the monthly charges related to the membership. Thank you! 

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company offered a free month of pet insurance for my dogs. When I signed up, they immediately charged my debit card for $14.95 for each dog. I sent them an email requesting a refund and have received no answer. I have contacted the veterinary office, **************** in *******, ******** and they say they have contacted the insurance company multiple times on my behalf. I still have not received a refund, or any communication from Thrive ************** I sent them an email tonight saying to cancel the insurance and refund my money. The insurance has NOT been used. I have a copy of all communications I sent them, along with a copy of the offer that came direct from my vets office. I can provide this copy if I can figure out how to do it!

  Business response

  03/25/2024

  We are so sorry to hear about your dissatisfaction with our Thrive membership and will immediately have your account canceled and the fees refunded. Thank you! 

  Customer response

  03/28/2024

  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.
  
  Regards,
  
  *********************************

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In January 2024 I adopted a 10-year-old rescue Chihuahua. I joined Thrive plus because I would get free vet visits. In March I took her to the local vet who accepted thrive plus but still charge me A small amount after telling me that thrive plus was paying the rest. The problem was all of the rest of the things that needed done they were gonna charge a fortune for compared to what I can get these services done elsewhere. I don't have a problem with the vet. Thrive is not helping me save money in the long run so I've requested twice via email that this membership be canceled. I requested the cancelation within the first 30 days. When I send an email to thrive for question cancellation they confirm they received it and will get back with me within 48 hours and never do. Now they've charged my credit card a monthly fee Long after requesting cancelation. Please help me get this ***** reaccurring charge stopped Add a refund of what they've put on my card after requesting cancelation

  Business response

  03/25/2024

  We are very sorry to hear about your dissatisfaction with our Thrive membership and will have your membership canceled. We will also credit your account for the last payment. Thank you!

  Customer response

  03/26/2024

  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.
  
  Regards,
  
  *******************************

• Initial Complaint

  02/27/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company after I canceled my subscription to their wellness plan continued to take money from my account. I have the documentation supporting the confirmation that I canceled my services. I have disputed this with my bank and yet they are refusing to refund me my money as well as stop taking money from my account and the reason why I left this veterinarian is because a few months ago my dog after they knowingly knew he had allergic reactions to vaccinations. They not only gave him one vaccine but two others at the same time causing us to end up in the emergency urgent care not once but twice that evening. So pretty much they almost killed my dog. I have not been back since and I have found a new veterinarian so they are lucky that I didn't *** them for the expenses that I accrued trying to save my dog's life. I want this company to stop taking my money and I want to be refunded for what is rightfully mine.

  Business response

  02/27/2024

  I am very sorry to hear about your experience with Thrive. We will make sure that your membership is canceled and that a refund is issued. We care about you and your pet and want you to have the best experience possible with your pet's health and our customer service. Thanks. 

• Initial Complaint

  02/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I signed up for their pet coverage for two pets on 11/22/23. I have been charged $19.95 per animal for a total of $39.90 monthly for the policy since that day. They never informed my vet that I am a member, so on 2/01/24 I was charged $77.25 for a wellness visit that was supposed to be free per the policy I purchased. I was told by the vet clinic that I had to contact the company for a reimbursement and that the company had to activate my policy. I both emailed them and contacted them on their website immediately for reimbursement and proper plan activation on 2/01/24. I received an automated "we received your inquiry" response, promising resolution in ***** hours. . I did the same on 2/04, 2/06, and again today on 2/08/24. Still only the same automated response. There is no way to contact them in another manner. I believe that this business is perpetrating fraud against consumers. I am asking for reimbursement for my erroneous vet visit charge, and refund of my policy payments, along with cancellation. I cannot get any response. They owe me $159.60 for the policy payments (since the policy was never enacted or honored), and $77.25 for the vet visit that was supposed to be free per my contract with them for a total of $236.85. Thank you for your time in investigating this. I appreciate it.

  Business response

  02/14/2024

  We are so sorry to hear about your experience with our Thrive Membership. I have requested that both of your memberships get canceled and refunds be issued. The clinic will reach out to you directly to address your other concerns and reimbursement for the clinic fees. Thanks. 

  Customer response

  02/14/2024

  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.
  
  Regards,
  
  *************************

  Customer response

  02/14/2024

  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.
  
  Regards,
  
  *************************

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vets office convinced me to sign up for this to save money. This is a total scam and I was also led to believe this was insurance. They claim you get free exams but they charge other fees to make up for it. This is a total scam and should not ne allowed. I want to cancel my membership and never walk into a thrive vet office again

  Business response

  01/29/2024

  We am very sorry to hear about your unpleasant experience with our Thrive membership program. We will cancel your membership and refund you for the fee associated with the membership for last month. Thanks. 

• Initial Complaint

  01/17/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Our family was referred to the oncology department at ************************ (AVC) Thrive Pet Healthcare.We made an appointment with Dr ************************ who was the oncologist that helped us. After the exam and blood tests we discussed a health plan. We decided to go with an oral chemo medication. She did the calculations with ******* weight and settled on 14-milligrams once a day. AVC only had 10-milligram capsules on hand and sent us out the door with that dosage. As soon as we got home we ordered the 14-milligram capsules from Wedgewood Mail Order Pharmacy. Dr ******* wanted a recheck of Murphys bloodwork after being on the medication for 30 days. This is where the problem arose. It took 10 days to obtain the mail order prescription which put ****** on the 14-milligram dose for only 7 days prior to his next exam/bloodwork. I called AVC and attempted to reach the oncology department. The first call t0 AVC, I was told they were too busy to take my call and I left a message. I waited two days without a phone call back. The second attempt was met with the same results. The oncology department is with patients and not able to talk with you. They again took my question and said someone would call me back. No Call! The third attempt was again met with they cant take your call. I attempted to elevate the call to the manager or someone who could answer my question. The manager wasnt available, but I was able to leave a message. I made the decision to cancel the appointment and find a different oncologist. This was not a complicated question, and they completely stonewalled me from getting my question asked. The prices they are charging at this practice should include a 2-minute follow-up call to the veterinarian.I did speak to the office manager who only explained the policy. I requested phone calls from both the practice owner and Dr ******** Would you believe it I havent received a call from either one. Still holding out hope that one or BOTH will call me back!

  Business response

  01/18/2024

  I am very sorry to hear about your experience with our clinic. I have notified the director of the clinic about this matter and someone will reach out to you in a timely manner. Thanks! 

  Customer response

  01/26/2024

  Complaint: 21159284
  
  I am rejecting this response because: 

  The response did not resolve my complaint.  Still waiting on a phone call from the clinic in ************** and/or the parent company in *********** *****.  
  
  Regards,
  
  ***********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to reach out to the thriveplus team but to no avail, no one has bothered to contact me regarding my account. To date, I have used the Contact Us form on:1/5/24 and received confirmation of receipt.1/10/24 and received confirmation of receipt.1/10/24 emailed using their email address and received confirmation of receipt.1/16/24 emailed using their email address and received confirmation of receipt.There is no known phone number for the company. I found one on my credit card bill but no one answers, only allows for voice mail to be left. No one returns it either.I signed up for the pet program on 1/3/24 at 2:14pm and received a confirmation email. Had our pet appointment on 1/3/24 at 3:30pm and it recognized us as a thrive plus member but charged us full price for all items on the appt. The exam should be free, nail trim should be $6, and 10% off other services. This program cost $19.95 monthly and you have to continue it for one year before canceling it. My vet can't do anything because it is just offering the third party service.At this point, I feel thrivepet is not holding their side of the contract and should either adjust the original bill accordingly for what I paid for or refund my $19.95 and cancel the contract.

  Business response

  01/17/2024

  Hi ****, I am sorry to hear about your experience with us. I will reach out to the clinic today and have them contact you to get this resolved asap. Thanks! 

*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. ↩