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

  7501 SW Dartmouth St Tigard, OR 97223-8655

• 

  Banfield Pet Hospital

  14405 NE Fourth Plain Blvd # 124 Vancouver, WA 98682

• 

  Banfield Pet Hospital

  130 SE 192nd Ave Vancouver, WA 98683-9504

• 

  Banfield Pet Hospital

  7535 SW Barnes Rd STE 109 Portland, OR 97225-6269

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:07/22/2025

  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 brought my Dog Miso *************) in evaluation of his Right back leg on July 15, 2025.I paid for standard X rays, office, and medication. Was told the standard x rays took around 4 days to process.I picked him up after speaking with the doctor on the same date around 4:15pm. He stated he was off 7/16 but would call us 7/17 with a report from another location Since then I have been calling this business and/or doctor for an answer. Today is 7/22 and I have called twice with no return calls. I would gladly pay for the medication but the service and whatever should be refunded asap

  Business Response

  Date: 07/23/2025

  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 Hospital and Field Leaders 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.v

  Customer Answer

  Date: 07/24/2025

   
  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:07/15/2025

  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.

  Banfield Corporate does not care. May 28th, Liberty, our Golden Retriever, began to limp. We found a puncture wound in between two toes on her right paw. There was a literal tunnel going up into her paw. We were very confident it was a foxtail. May 29th, we took her to the office located at *******************************************. We shared our concern of a foxtail. We provided authorization for all needed care (x-ray, probing, etc.). Our girl was limping bad. Dr. ******* ***** informed my husband it appeared she punctured her foot with a rock or stick, and it only needed to be flushed. She advised against the x-ray and probing. We were told to keep the wound clean and dry and give the prescribed meds. June 18th, we took Liberty back to Banfield because a puss filled bump had formed on her paw. We took her to the ******************************************* office. We explained she was previously seen, and we were concerned there was a foxtail. Dr. ******* **** stated she would need anesthesia, x-rays, and if the foxtail is unrecoverable, she will need to be referred out. Dr. **** did successfully extract a foxtail. WHY DIDNT THE FIRST VET DO THIS?!?! Foxtails are very serious, even life-threatening. We called Banfield Corporate and spoke to man who just told us we would have to pay money to get out of our Wellness Plan and refused to transfer us to a manager. We emailed Banfield asking to speak to Corporate and they sent our message to the local Fresno office where Dr. ***** is the vet. Only relief offered was a refund for the second round of antibiotics and pain medication. They said their protocol was followed. Protocol was followed correctly?? You have a golden retriever limping badly and they think she stubbed her paw on a rock or stick?? I emailed Banfield again asking for someone from CORPORATE to contact us and here we are waiting. Banfield is ghosting us because they dont want to deal with us. Sort of like their vet that didnt want to deal with investigating why my Liberty was limping!

  Business Response

  Date: 07/17/2025

  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 Field Leaders 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.

• Initial Complaint

  Date:07/15/2025

  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.

  Took cat in for an X-ray of left leg. she was limping and holding up her leg. I either want my money back or the correct leg x-rayed.

  Business Response

  Date: 07/17/2025

  ****** was presented for acute limping on July 11, 2025. After examination there was mild discomfort found on examination of the right elbow and no pain upon palpation of the left leg. Radiographs were taken of the right forelimb, and concerns were noted by the radiologist. These results were shared with Ms. ****** on July 14, 2025. A total of $537.15 was paid at this visit for the radiographs and radiologist review.
  
  On July 15, 2025, ****** was presented for concern with her left front leg as it was reported she had 'rolled off the bed' and began limping again shortly afterwards. Radiographs were taken and reviewed by a radiologist. No orthopedic abnormalities were identified in the left leg to explain the sudden onset of lameness. Ms. ****** was provided with a credit of $537.15 towards this visit and only paid for the medication and exam that day.

  Customer Answer

  Date: 07/18/2025

   
  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:07/12/2025

  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 am writing to formally express my deep concern regarding the quality of care and communication at Banfield location #****, based on my recent experiences with my pets visits.On July 4, 2025, I brought my pet in for a comprehensive exam and dental cleaning. Dr. ***** called afterward and stated that everything had gone well. However, when I picked up my pet, I immediately noticed that two of his front teeth were missingsomething that was not mentioned during the post-procedure call. When I went back inside for clarification, a vet tech informed me the teeth had come out during the cleaning. While I understand that tooth loss can occur in these situations, it is completely unacceptable that this was not disclosed by the doctor during the update.Additionally, I had included a written note requesting that his tail be examined for signs of infection from tbe tip of his tail falling off due to vasculitis. This concern was not addressed during the visit and only came up when I specifically asked. It was also clear that the doctor was unaware of this medical history, despite it being documented in his chart from a prior visit on May 31, 2025, when it was discussed in person with Dr. ************* more troubling is that his medication was incorrectly charted under a different pets record. This kind of error is not only careless but also potentially dangerous. When reviewing his chart, I also discovered he had been diagnosed with stage 2 periodontal disease back in a 2021 visitsomething that was never communicated to us, ever. I acknowledge our own failure not to read all the records but we blindly trusted the medical staff.If we did not have an active wellness plan, we would not continue care with Banfield. We certainly will not be returning to this location. I hope Banfield takes these concerns seriously and investigates how such lapses in communication and recordkeeping were allowed to occur.

  Business Response

  Date: 07/17/2025

  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 sorry for the challenges you have had with your visit to our hospital.
  Our Practice Manager did call you to work through the issues and left a message on July 7, 2025, but has not yet received a call back or otherwise been able to contact you.
  While we appreciate every opportunity to review, discuss and address our clientsconcerns, the discussion of a patients care is best done directly between the client and those closest to the hospital where care was provided. We have escalated this concern to the local Field Leadership Team 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.

• Initial Complaint

  Date:07/07/2025

  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.

  Banfield Pet Hospital provided my cat with less-than-satisfactory care while I was an Optimum Wellness member. The last straw was in summer 2023 when it took several vet visits for the office to fail to treat my cats respiratory illness, which I ended up remediating myself through reading holistic veterinary books. I tried to cancel the wellness plan at the time, but the hoops that the Banfield corporation have put into place make it impossible. I continued to pay the (expensive) monthly subscription without seeking the veterinary benefits. My credit card with which I had the subscription got replaced, and Banfield hounded me for my new card number; I decided to let the subscription lapse, since it was so difficult to cancel the plan, and I figured it was impossible that I owed them any money - I definitely paid them more than the care I received over the course of time of being a client of theirs. Its been over a year, and I realized that Banfield somehow started charging my new credit card the monthly subscription fee without my consent. I cant believe Ive been paying them! Ive called to cancel my account, but they dont have my information on file anymore, despite paying $60/month to their corporation. They have a decade-plus history of abusing this veterinary subscription model, and I am another consumer victim of their system. Im very upset that they somehow got ahold of my credit card information and have continued to charge me, even though I havent received any veterinary services from them since 2023.

  Business Response

  Date: 07/17/2025

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  With regard to Ms. ***** plan for Moby:
  Prior to receiving this message, our contact center had no contact with Ms. ***** and was unaware of her desire to cancel the plan for ***** Her plan did auto-renew after 12/11/2024 and a new plan started. However, Ms. ***** did not use any of the services on that plan.
  As a result, we have cancelled that plan as requested by Ms. ***** in this message and have sent her a check for the payments made into the new plan for a total of $412.65. Ms. ***** should be receiving that check in 2-3 weeks following the date of this response. 

• Initial Complaint

  Date:07/06/2025

  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.

  I am writing to formally express my concern and dissatisfaction regarding the care my dog received at Banfield Pet Hospital. Based on Banfields strong recommendation, I agreed to have my dog undergo a dental cleaning (18 January 2025) to eliminate the risk of gum disease and associated health issues. However, following the procedure, my dog developed a persistent, unexplained cough that has not resolved despite two follow-up visits for treatment.What is especially troubling is that during our first visit after the cleaning, the attending doctor remarked that given my dog's age, they would not have recommended a dental cleaning. This is both alarming and contradictory to the initial guidance I was provided by Banfield, who strongly urged that the cleaning was necessary. Had I received this more cautious advice beforehand, I likely would have opted against the procedure.This raises serious concerns about the appropriateness of the recommendations made and whether my pets age and overall health were adequately considered. The persistent cough has caused my dog obvious discomfort and me significant distressnot to mention the additional time and cost of further veterinary visits, all stemming from a procedure I now believe should not have been performed.

  Business Response

  Date: 07/17/2025

  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 sorry for the frustrations that you and ***** have been dealing with since January.
  We do see that you have been in contact with our hospital team to resolve the issue,but understand that you are frustrated and concerned with the lack of progress.
  We are escalating this issue to our Field Leadership that oversees this location, they should be contacting you before the end of the week.

• Initial Complaint

  Date:07/05/2025

  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.

  I take my dog to Banfield pet Hospital in *********. I took her in for teeth, cleaning and x-rays of her hips, cause she was slowly getting getting hardfor her to get up when I went to pick her up. Her left leg was dragging when I brought her in, she was walking perfectly Now shes home and struggling And this all occurred on the appointment. I just took her to. I think Im going to get a lawyer, I could use your assistance.

  Business Response

  Date: 07/17/2025

  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. 
  I am sorry for the challenges that Ms. ***** and ****** are having since the dental appointment at our hospital.
  I can see in our systems that Ms. ***** has been working with our Practice Manager,but I also understand that she is frustrated and seeking more support.
  
  I am escalating this case to our Field Leadership team that oversees this hospital so that they can help support Ms. ***** and ensure ****** gets the needed *******. ***** should hear from them before the end of this week.

• Initial Complaint

  Date:07/03/2025

  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.

  I am a paying member of Banfields Optimum Wellness Plan. During a recent visit, the veterinarian was extremely aggressive toward me and my girlfriend, made inappropriate comments and gestures involving my dog, and refused to provide proper care. Instead of de-escalating or addressing the issue, the on-site manager simply removed us from the facility mid-appointment without ************** dog was then labeled bad in the system, which is both inaccurate and discriminatory. I later spoke with a field manager who admitted this was mishandled and said the vet involved is on his way out. She was clearly concerned and even personally scheduled a follow-up. However, Banfield corporate still refuses to cancel the remainder of my wellness plan contract despite denying service and violating their own standards of care.I have requested cancellation without penalty, submitted formal complaints, and am now preparing to file with the California Veterinary Medical Board if this isnt resolved fairly.I am requesting immediate cancellation of my wellness plan without penalty, removal of the bad dog label, and accountability for the staff involved. This was a clear failure of professional and ethical standards.

  Business Response

  Date: 07/03/2025

  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. 
  
  Banfield Pet Hospital prides itself on providing excellent client service and quality medical care for Pets.  One of the most important criteria for the delivery of veterinary medical care at Banfield is a polite,effective, comfortable, and open avenue for communication with our clients.  Additionally, shared confidence between client and doctor is an essential component of an effective veterinary-client-patient relationship. 
  
  We have escalated this concern to the local Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days to discuss your concerns and your desired resolution.
  

• Initial Complaint

  Date:07/01/2025

  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.

  On May 12, 2025, my cat ****** had his first visit at Banfield **** ******** location) and was enrolled in their Optimum Wellness Plan.I dropped him off for care.Later that day, my husband picked him up and paid for the visit, 8 cans of prescription food,medication,and what we were told was the first month of the plan totaling over $****** no point during drop-off or checkout were either of us told we were entering a 12-month contract.We were verbally told it was a month-to-month plan and cancelable at any ******* one showed or reviewed a contract, and nothing was ********* husband believed he was paying for a one-time visit and services.On June 12, 2025, ******s condition worsened. We brought him to the ************* location, where we were told he had a urinary blockage. We couldnt afford the $1,500+ estimate, and ****** was euthanized that evening. It was devastating.On June 16, my husband returned to request a refund for the June 12 visit. He was refunded $109, and staff told him the plan had been canceled. He said yes, thinking the matter was resolved. I had also disabled auto-renewal in my Banfield account. Neither of us realized Banfield was implying a contract cancellation requiring a lump-sum payoff. At that time, we had no reason to believe more charges would occur.We were grieving and believed everything was ********** our shock, on June 26, Banfield charged my husbands card again for a pet who had passed away.Thats when we reached out and were told (for the first time) that this was a 12-month binding agreement and we owed either the remaining payments through May 2026 or a lump sum of $597.16.Banfield has since repeated this policy in both email and phone calls, but they continue to ignore the real problem:We were misled at enrollment (told it was month-to-month).We were never shown or signed a contract.We were never told cancellation meant paying out a balance.They continued to charge us after our pet passed and after a refund had been issued.

  Business Response

  Date: 07/01/2025

  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 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: 07/09/2025

  Hello,

   

  This was not resolved, I never heard back from Banfield.

   

  Thank you,

  Business Response

  Date: 07/14/2025

  Ms. ******* was called by the local hospital leader at the number on file and a message was left on July 2nd. The message included contact information for the hospital leader, as well as their reason for calling. They expressed their condolences for the loss of Ms. ******** pet and a resolution offer was presented.

  Customer Answer

  Date: 07/14/2025

  Complaint: 23541417
  
  RESPONSE TO BANFIELDS CLAIM CASE NOT RESOLVED
  
  I am rejecting Banfields response because their claim that they contacted me on July 2 and left a voicemail is not true. I have no record of a missed call, voicemail, or message from Banfield or any representative that day or any day since our last communication in mid-June.
  
  This matter remains unresolved. I have not received:
  
  A callback or follow-up from Banfield that addresses the concerns I raised
  A cancellation of Jaspers Optimum Wellness Plan
  A refund of the charge made after my pet passed away
  Any acknowledgment of the fact that neither I nor my husband signed or were shown any agreement stating this was a binding 12-month financial contract.
  
  Simply claiming to have called does not resolve the actual issues at hand especially when no contact was made and there is no voicemail to verify this outreach. This is not a resolution, it is avoidance.
  
  I respectfully ask the BBB to keep this case open and continue pursuing a real response and resolution from Banfield that addresses the facts and my complaint in full.
  
  Sincerely,
  
  ********* *******

  Customer Answer

  Date: 07/15/2025

  Thank you for your assistance.

  Prior to hearing back from Banfield, I had responded via the portal that they had not reached out or that they had left those previous voicemails as they claimed. But since then, today is now Tuesday, July 15 and I received a direct email and phone call from one of the leadership, representatives of Banfield and Id like to go ahead and update here Since I tried doing it on the portal and currently its not providing me the opportunity to update it on the there.

  I am updating this case to reflect that Banfield has acknowledged their mistake and confirmed the following:

                        My pets Optimum Wellness Plan was canceled with no further charges

                        The charge from June 26 will be refunded via mail and will take about two weeks to receive it

                        There was no signed contract, and Banfield admitted this was an error on their part

  A corporate VP (Dr. *** ******) contacted me directly to apologize and offer a refund by check or in person.

  While this process has been stressful and disappointing, I appreciate that the issue has finally been addressed. Thank you to the BBB for helping facilitate this resolution.

  I now consider this case resolved.

  Please let me know if Im required to put this back into the portal once you make it possible for me to, otherwise, I appreciate your assistance once again.

   

  Kind regards,

• Initial Complaint

  Date:06/30/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When card expired I was able to update it for one pet but was told to call Banfield customer service to update the card on file. There I was told they were listed under my ex-husband name (*** ***), he added my name and my husband to be authorized to call and update the card. Multiple calls and even with my husband explaining the situation they would not let me update the banking on file to my card. Now when we tried to cancel the account as advised by the pet hospital, they want me to pay for the rest of the remaining balance of the year and then cancel the account even though I have not been able to take my pet into Banfield due to the billing issue for care.

  Business Response

  Date: 07/01/2025

  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 ******* 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 ****
  
  In this case, Bear received services and discounts from the *** in the amount of $752.09 and Ms. ****** has paid 3 payments (April - June) into the ***, totaling $278.85. The balance owed on the *** at this time is $473.24. The difference in the services used and the payments made.

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23538873
  
  I am rejecting this response because: The coverage plan I was have been trying to update was for Cosmo not Bear.   I have 4 pets and for what ever reason you put 3 of them under my ex husband name *** *** when they should not have.   Bear and Bigboy's plans are paid up to date, it is Cosmo's who I have been trying for months to pay.     Every time I or *** has called we get the same run around go to the hospital and they will help you, i go there and they tell us to call Banfield now you have it close to $300 to pay to cancel 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 07/10/2025

  Cosmo received services and discounts from the *** in the amount of $1,672.01 and Ms. ****** paid 8 payments (August 2024 - February 2025) into the ***, totaling $559.60. The balance owed on the *** at this time is $279.80. The *** services expired on June 19, 2025, and the account is at risk of being sent to collections for the unpaid balance as no payment has been received on this account, under Mr. ***** name, since February 12, 2025.

  We have, as a client service gesture, cancelled this *** and waive the balance. Ms. ****** can go to the local hospital to re-enroll Cosmo under her name.