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:03/16/2023

  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 January 20, 2023, I took my pet to Banfield Pet Hospital for a ***************** Exam. I told my dog that needed his thyroid checked for $341.21. I asked why the price was so high and was told they need to send the result to a lab. I asked if this was a serious thing that needed to be tested, and they said yes. I paid the $341.21 with my credit card. I waited for the result so we return on January 27, 2023, and I ask about the test and I was told they forgot to send out the blood. I'm thinking all this time the blood should be no good. I said okay. I go back on February 3, 2023, to have his teeth cleaned and I ask again about the lab work. They said nothing was in the system and the test wasn't sent out and they going to find out why. I go back on February 25, 2023 I'm asking about the lab work again and I'm told the same nothing in the system. Before I dispute this charge with the credit card company for a service I never received let me contact Banfield. I did the week on March 1, 2023. I'm still waiting on a response. I also looked in the system today March 16, 2023, they decided to upload his Lab work after I complain for almost two months. Look at the dates on the lab work when I ask several times after his first test in January. It's funny how they just showed up and the one test for February 03, 2023, has 72 tests (LOL). Where were these tests on February 25, 2023? I want my $341.21 credit back to my card or send a check so I can pay the credit card company back their money for a service I never received. Guess what not one person explain to me the result since the test just showed up today March 16, 2023. So is **** going to the upper room? Does he need medicine? Banfield had me thinking my dog was so important and so was this test and they don't give a two cent about people's pets based on the number of complaints within 12 months. 334 complaints that's a lot.

  Business Response

  Date: 03/24/2023

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  Date:03/15/2023

  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.

  My pet ***** has had a Banfield wellness plan for numerous years. In 2014, I received ***** from a military family that was moving. ***** was 2 years old at the time and the family did not provide her prior medical history to include whether or not she was spayed. As ***** was getting older, Banfield frequently encouraged me to have her spayed. So, in Feb 2022 under their advisement, I agreed to add a monthly payment of $33.50 to my wellness plan to go towards her spay. In October of 2022, I took my dog for the procedure and at that time the Banfield vet stated that she already had a what looked like a spay scar. Therefore, she did not need the procedure and the surgery was not done. I immediately made Banfield aware of this issue. I was told at time that the $301.50 I had already pre-paid towards the surgery was not able to be refunded, but that they would stop charging the additional $33.50 (surgery installments) from my remaining bills. I told the representative that this was not satisfactory, because I was essentially giving Banfield over $300 for nothing. I attempted to get a resolution regarding my prepaid money, but to no avail. Therefore, I stopped the automatic payment from account. Currently Banfield, is attempting to collect a total $165.30 from me which are the last two months payment of $82.65. However, I have already paid them $301.50 towards a surgery that was never done. I am not requesting a refund for this amount, but I will not pay additional money to a company that owes me more than what they they claim I owe them. No one over the phone is ever able to resolve my issue. I have been told that I will get a call back regarding zeroing out my balance, but the call never happens. I have also been left waiting on hold for extended amounts of times whenever I am supposedly transferred to a department that can assist.

  Business Response

  Date: 03/20/2023

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  Date:03/14/2023

  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.

  Banfield added a wellness plan to my account based on grand daughter ask not once was I contacted about the add of a pet that was not mine. They have since denied me the ability to remove from my account which should have never been authorized by my granddaughter to add such a plan. Now they are holding my credit card hostage for a dog who doe not belong to me. Banfield has stated if I want to cancel it will cost me ****** dollars. I need my credit card info removed and also the dog removed from my account. Yes I have a dog but this plan and dog does not belong to me. How does a company just allo anyone to set up a wellness plan without the permission of the account owner. Please help as my funds are not for a plan of a dog I do not own

  Business Response

  Date: 03/20/2023

  We have escalated this concern to the Wellness Plan Relations Team and have instructed them to contact you within 3-5 business days in order to discuss your concerns and your desired resolution.

  Customer Answer

  Date: 03/29/2023

   
  Complaint: 19596367
  
  I am rejecting this response because:

   

  Banfield never contacted me for resolution. I really want the care plan canceled and no longer charging my account as this care plan  was never approved by me as the account owner. Please reopen this case. 

   

  Thank you 

  **********************;

  --

  *************************

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

  Business Response

  Date: 04/11/2023

  I apologize for the delayed response - I have escalated your concern and the lack of response to the appropriate leadership and have asked that they prioritize your concerns and contact you as soon as possible.

  Customer Answer

  Date: 04/17/2023

   
  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:03/14/2023

  Type:Order 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 complaint is with Banfield Pet Hospital who sells wellness plans for pets. I have an 11 year old dog who has been a patient with Banfield since ownership. There is no problem with the veterinarians who all really nice. My problem is with the fraudulent plans that people like me pay for year after year. On the last two visits I was informed that my dog has a heart murmur that is not getting better. At the same time I found out that the plan Ive been paying for over *************************************************** any specialist out of the hundreds of veterinarians employed. So now I have to pay thousands for care. At the same time, the Banfield doctor told me to downgrade my wellness plan since my dog can no longer go under anesthesia to get his teeth cleaned. My Wellness Plan renewed in February 2023. I was informed of this in February 2023 and again in March 2023. I called Banfield to downgrade his Plan only to be informed that I would have to pay $700 for the two previous vet visits before they downgrade it. Now keep in mind that my dog had only had his annual visit and yearly vaccines which are included in ANY wellness plan. So now I am left with paying for a PLAN that includes things I cant use as documented by the doctor with 11 payments to go.not to mention I have to pay for a specialist that is not covered or discounted. None of this is explained at the beginning. The wellness plans have fine print or trained employees who are relentless is draining customers finances for extended periods even when its doctors make the request. This practice has to stop!!

  Business Response

  Date: 03/20/2023

  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 Vet Chaton-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 ***.
  
  When an *** is downgraded mid-year the current *** is essentially cancelled, and a new agreement started. As services have been used from the current *** there is a balance owed for the care already provided since the *** renewed in February.
  
  As a client services gesture Banfield has waived 50% of the balance owed on the ***,5 of the 10 remaining payments (September 2023 January ****), totaling $334.25.  We have also set the *** for ****** to renew at a lower level, *********** Should the *** be downgraded the current balance owed on the *** now stands at $232.77.
  
  

  Customer Answer

  Date: 03/24/2023

   
  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,
  
  ***************************

   

  I just spoke with a representative in the ******************* In fact, it is one of the representatives I originally spoke with and got disconnected in the process of talking. Unfortunately, she never returned my call. At any rate, she further explained the offer.  I understand that I will continue to be billed at the current rate for five more payments being a total of seven payments and the last five will be waived.  Beginning February ****, Londons plan will be the one his personal  veterinarians recommended.  That offer is acceptable. As clearly noted from the beginning, I love his vets and the front line staff at Banfield. In 11 years I have been very happy with the service and never had a complaint.  I was following the vets directions and discovered these difficulties. Im happy its resolved and we can get back to whats importantproviding ****** the best care possible. Thank you. God bless. 

• Initial Complaint

  Date:03/13/2023

  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 enrolled my pet in the one-year health Plan at **********************. My membership ended in October/2022. and thought this was done. However, for my surprise, they set up my health Plan as auto renew without my knowledge. On November 02, 2022, I went to Banfield Pet hospital in person and asked to cancel my Health Plan since, there is no way to cancel thru the Banfield app or online. My dog also had a Rabies vaccine that was covered under the health plan ended in October 2022. They kept charging my credit card and I blocked Banfield from charging me again. I called Banfield to cancel the health Plan again and they asked over $ 340 to cancel, because they are saying I have to pay from November 2022 to date and also a penalty fee. After multiple attempts to resolve this issue with Banfield, they are now treating to send this to a third-party collection agency. This company is trying to scam me, and I ask BBB to help me to resolve this issue.

  Business Response

  Date: 03/17/2023

  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 Vet Chaton-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).
  
  When ****************** enrolled her pet, Ace, on an *** on October 22, 2021, she acknowledged that the *** would automatically renew after 12-months. The *** automatically renewed on October 22, 2022, and received services from the *** on November 2,2022. ****************** failed to make any of her *** monthly payments for the 2022-2023 *** plan and the *** is currently on hold.
  
  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.

  Customer Answer

  Date: 03/19/2023

   
  Complaint: 19590744
  
  I am rejecting this response because: Banfield is not allowing me to cancel the Health Plan, beside the multiple attempts made by App, by phone and in person. This health plan was supposed to cost me $ 724 but I ended spending almost $ ***** in one year for a very health puppy, due to Banfield extremely limited coverage, please see cost in the attachment. This is the main reason why I would never use Banfield again. In Banfields website, they stated you can cancel enrollment up to 30 days (please see website print screen attached), I tried to cancel this plan by app, went to Banfield only 11 days after renew date, and they refused to do it.I also tried multiple times over the phone and no success. They never sent any notification about Plan expiration and auto renew, which for me shows the intentions of trapping customers in such a high cost Pet health Plan. The Rabies vaccination was schedule in September 2022 under the existing Health Plan, it not my fault they schedule for November 2022, and I should not pay for that.
  
  
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 03/24/2023

  ****************** has been provided with copies of the signed agreement, authorization to provide care forms, services breakdowns, etc. *** services provided were authorized by ****************** and provided in full. This is a valid balance on the OWP.

  Customer Answer

  Date: 03/31/2023

   
  Complaint: 19590744
  
  I am rejecting this response because: Banfield renew my wellness plan without my consent. I signed a wellness plan in 2021 and not in 2022. Banfield didnt provide a document showing my consent to 2022 plan. I made multiple attempts to cancel this wellness plan I still stuck to it. Even filing a complain thru BBB they still rejecting my request to cancel this wellness plan. There are almost ***** against Banfield on BBB alone, and this shows how unethical and dishonest this company is.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/11/2023

  Ms. ******* authorized the auto-renewal term of the *** agreement (see previously attached agreement), which authorized the agreement to automatically renew on the anniversary date.

  While Ms. ******* contacted our representatives regarding the *** account she was informed that as services from the current *** term had been authorized and provided there was a balance owed on the account that would have to be paid for the *** to be cancelled.

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19590744
  
  I am rejecting this response because: 

  According to www.privacyworld.blog:
  "In October 2021,the FTC issued an enforcement policy statement warning companies against deploying illegal dark patterns that trick or trap consumers into subscription services. The enforcement policy states that sellers should obtain a consumers unambiguous affirmative consent for the automatic renewal.You can read our other coverage of dark patterns here.
  Also in October 2021,********** enacted its enhanced ARL that has an operative date of July 1, 2022.In the enhanced ARL, ********** has required additional consent, disclosure,and cancellation requirements on businesses that offer automatic renewals.Notably, Californias ARL will soon require:
  Businesses must provide a notice (i.e. an email or letter to the consumer stating that the automatic renewal will automatically renew) that clearly and conspicuously discloses (a) the renewal will occur unless the consumer cancels, (b) the length of the additional term, (c) how the consumer may cancel, (d) if sent electronically, a link that directs the consumer to the cancellation process or another electronic method to cancel, and (e) the contact information for the business. 17602(a)(4).
  Notice timing.
  Notice must be provided 3 to 21 days before the expiration of a free gift or trial period lasting more than 31 days. 17602(b)(1).
  Notice must be provided 15 to 45 days prior to the renewal for automatic renewals with subscriptions one year or longer, under certain conditions. 17602(b)(2).
  Easy-to-use cancellation. Consumers subscribing online, must be allowed to cancel online, at will, and without engaging in any further steps that obstruct or delay the consumers ability to terminate the subscription immediately. Businesses shall provide (a) a prominently located direct link or button located in the account profile, or device or user settings; (b) a preformatted termination email that the consumer can send to the business without additional information. 17602(d)(1). Businesses can require account authentication prior to cancelling the account online, but consumers can still cancel through the other methods outlined elsewhere in *********** ARL.
  Many other states and **************** have similar consent, disclosure, and cancellation requirements in their existing or recently updated automatic renewal laws. For instance, Colorados ARL became effective January 1, 2022, and requires notices be sent to consumers 25 to 45 days prior to the first automatic renewal that would extend the contract beyond a continuous twelve-month period, as well as any subsequent renewal that would extend the contract past the additional twelve-month period. ******** also enacted an ARL which has specific notice and disclosure requirements. ******** enhanced ARL, which became effective January 1,2022, now includes a requirement for cancellation instructions and mechanisms in the renewal notice, and requires an online cancellation option for consumers that subscribe online."

  
  In summary, Banfield violated the rules described above. I never agreed to auto-renew, never received any notification about the auto-renew and never approved auto-renew. In the attachment you can find a HOUSE BILL *** ****, specific to ************.
  

  Services provided on November 2nd were booked in September 2021 under previous wellness Plan and for this reason I should not be charged for these services.
  

  In addition to all the above, Banfield Pet Hospital, sent this bill to a collection agency, that is now charging me $ ****** (please see attachment) and already dropped my credit score, with the intention to hurt me financially.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 04/21/2023

  Ms. ******* authorized the auto-renewal term of the *** agreement (see previously attached agreement), which authorized the agreement to automatically renew on the anniversary date.

  ****************** was notified in late August/early September, via email, of the *** renewal in late October 2023.

  While Ms. ******* contacted our representatives regarding the *** account she was informed that as services from the current *** term had been authorized and provided there was a balance owed on the account that would have to be paid for the *** to be cancelled.

  Customer Answer

  Date: 05/02/2023

   
  Complaint: 19590744
  
  I am rejecting this response because:

   

  I never agreed to Banfield auto renew. When I signed the one-year Wellness plan, the Banfield employee asked me to sign in a signing pad. I didnt have a printed copy of the contract. When they asked for my initials, they never mentioned the auto renew policy.  I didnt receive a printed copy of the contract and I confirmed that I requested a one-year plan and never authorized the auto renew.
  I checked my email and cannot find any emails from Banfield notifying me regarding the auto renew Wellness Plan for November 2022. The very first notification received from Banfield was sent on January 25 2023, and surprisingly, now I keep receiving SMS from Banfield to schedule a checkup that is included in my dogs Wellness Plan (please see attachments)
  Besides all that, there are multiple complains (over ***** on BBB and over 500 on ********** against Banfield Pet Hospital and Mars Incorporated regarding the shady Wellness Plan and unethical practices at Banfield Pet Hospital (please see attachment). It seems like Banfield only cares to resolve the Wellness Plan disputes when pet owners share their stories to the Media (links below). I will do the same in case my dispute is not resolved by May 15, date which my credit score will drop if Banfield dont remove this bill from the collection agency IC System.
  
  
  ***************************************************************************************************************************
  
  
  
  ************************************************************************************************************************
  
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:03/13/2023

  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.

  As I signed up for their Banfield pet service or wellness plans. Not once did it say it was in anyway that it was a contract. Instead the online site mislead to make you think it was a monthly service like pet insurance. If at anytime I knew it was going to be a contract I would of never signed up. Now I have 3 bad credit reports to take care of for about $400 because they used their website to make you think that it was just a monthly fee not a contract. So I took screenshots of the entire process to sign up all the way till you input you payment info. Not once at anytime does it say it's a contract nor does it say you're required to pay or it'll go against your credit. Not once during the entire time I had the plan did I use it as I didn't need it. So I tried calling to cancel but found out I had to pay the entire amount basically a full year's worth of services that I didn't need but was also overpriced.

  Business Response

  Date: 03/17/2023

  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 Vet Chat 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 ***.
  
  ****************** enrolled his 3 pets on ***s in March 2022 and stopped making payments on his ***s after April 12, 2022. Despite multiple attempts to contact ****************** no further *** monthly payments were received. Per the terms of the agreements, 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.
  
  The ***s were cancelled in September 2022 and the unpaid payments were sent to collections.
  
  **We have attached one of the three agreements for review**

  Customer Answer

  Date: 03/17/2023

   
  Complaint: 19590453
  
  I am rejecting this response because: I never signed that agreement, that is not my signature whatsoever. That is my first time seeing that document. I just signed up online with the pictures I showed. I have included my actual signature. That signature looks nothing like mine nor does it match the name ****************************
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  All signatures obtained on the *** agreements, authorizations to provide care and treatment plans are obtained electronically via an in-hospital pinpad. These have been provided to the collection agency for verification. ****************** may dispute his signature with the collection agency.

  However, ****************** is misquoting the website information provided regarding the ***s as Banfield does not offer a monthly service as he is describing. We must decline the requested resolution at this time.

• Initial Complaint

  Date:03/12/2023

  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 completely disappointed on banfield. Not only I was misinformed about their wellness Optimus plan, but I was led to believe I was doing the right thing for my pet. Long story short. I took my dog to Banfield in ********. not only they did not check her well. They sent me to another clinic, since they did not have insulin which she needed. I had almost 0 communication to the vet. When I saw the vet I was told it was an emergency to get insulin I was told I could get it the next time Ill take my dog in. **** was the following week and they would train me in how to provide it to her. Next visit Im told they dont have any insulin I have to order it while my dog is in need for it. My sweet baby passes, at the emergency clinic they said that her primary vet did not put urgency into her situation. After her passing I called banfield I was told I was going to pay a whole year or treatment until I pay for the entire plan or I would have to play around $800 which is insanity ridiculous, Im paying the energy clinic costs plus her ************** banfield. Shes no longer with us but every month after her passing on 01/09/2023 I have a charge or $***** on my credit card as a reminder. Every 12th I get those charges. I received a call from banfield they issued a refund for ******. I have a receipt proving they offered me a refund for those charges. I was at band field at ***** md because I wanted proof I received that refund with a receipt. On 02/12/23 I received another charge I tried calling they keep saying that I have to pay the $800 or pay on a monthly basis the ***** until next year. Today is 03/12/23 I got charged again. I am extremely upset is not only easy to loose a family member but still be reminded every month that shes passed away. 14 years with her and I never thought her life could mean so little by a company that is meant to help pets. I need a refund for both transactions and I wish to never have one more charge in my account.

  Business Response

  Date: 03/13/2023

  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.

• Initial Complaint

  Date:03/11/2023

  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.

  Banfield keeps charging the wellness plan even after my dog died because of them. We have been on their wellness plan for the past 11 years and we have been taking our dog for semiannual checkups, the blood result showing abnormal levels since 2019. However, They did not inform us about the cancer risk with elevated blood levels since 2019. They kept telling us our dog is fine. However, with increasing symptoms with my dog's liver, I took him to another vet hospital in ******************, and they did the same blood test as Banfield and found out my dog had liver cancer. also they recommended did further testing immediately to confirm. They also reviewed my dog's blood result history and stated that my dog would not die, and that the treatment option would be much better with earlier detection. Its too late and my dog suffered greatly because of Banfield. The last payment is in April 2023, $33.95, my dog died on Oct. 8 2022. and the payment continues even though we had asked them to stop since there is no animal to provide service to. I request the monthly payment after April 2019 (it's when my dog 's liver blood level shows abnormal) to be refunded to us. Total amount $1629.60. I also request the refund for the testing and medical fee charged by Banfield since 2019, . The total medical fee charged since 2019 which is $3644.48.Supporting documents attached: 1. My dog's death certificate;2. Third party vet's reporting on Sept 1 2022 (from multiple vets in ******* animal hospital) stating that Banfield failed inform client's test result, and the risk of cancer. The delay caused my pet's premature death and horrible suffering in the later of his life ; 3. Banfield Pet Hospital's report on July 26, the vet's note stated "additional treatment/testing will determined by your vet." For God's sake, she is the vet! and no one contacted us since.

  Business Response

  Date: 03/13/2023

  Representatives have been speaking with ************** (co-owner) regarding this matter. We have been unable to reach a resolution at this time but will reach back out to the client to discuss this new complaint.

  Customer Answer

  Date: 03/22/2023

   
  Complaint: 19584773
  
  I am rejecting this response because:Someone called my husband from Banfield on Feb 26 and threatened **. Saying they have a legal team, and we dont. Its shocking and totally unacceptable. Their way of solving business disputes are unethical and unlawful. This case didnt get resolved so please reopen the case. 
  
  Sincerely,
  
  Lei ****

  Business Response

  Date: 03/28/2023

  ************** and Ms. **** were contacted by the Chief Medical Office of Banfield Pet Hospital via email on 3/24/2023 with the following message:

  Im reaching out to you regarding your pet, *******************. Please allow me to offer my condolences on your loss. I know how very difficult it is to lose a pet.  As the Chief Medical Officer at Banfield, I oversee the Veterinary Affairs team. My team and I take medical quality very seriously. We work closely with the client advocacy team to evaluate our medical practices and extract and cascade any learnings to professionals in our hospitals. Weve taken a look at Tobis case and key learnings from it are being shared with our hospital teams to help improve the care we provide. Also, ** told that there was an oversight, and your Optimum Wellness Plan was not cancelled. This was an error on Banfields part. Your plan has since been cancelled and the last payment (taken March 11) reimbursed to your payment card on file.  Banfield is continuously striving to improve the quality of the veterinary care we provide along with patient outcomes. Please know that weve considered your concerns.

  Banfield continues to support the original resolution offer.
  

   

  Customer Answer

  Date: 04/07/2023

   
  Complaint: 19584773
  
  I am rejecting this response because:Obviously the merchant did not even read the letter for the request, nor read ****'s medical records based on their seemingly automatically generated reply. Their offer to refund ONE month of their worthless wellness plan is unacceptable,which shows how much they value the life of our pets. 
  We had taken Tobi's medical documents from Banfield to two separate our vets after he died. Both confirmed that **** showed signs of liver cancer since 2019, the significant diagnosis delay caused ****'s death.  (Documents attached).  My dog has been going to Banfield pet hospital for the past 11 years, and we were on the wellness plan, we have been doing semi-annual checkups since going with the wellness plan, and we paid additional fees for testing. Tobi was showing persistent increasing elevated ***, which is a sign for liver cancer. along with the symptoms we reported to the vet. However, the multiple merry-go-round vets at Banfield Pet Hospital never bothered to inform ** about the risks of elevated ***, and never urged ** to do further ultrasound and CT scan either. On Sept.1, with the *** increasing we took Tobi to Small Animal Hospital, ********************* on ourselves for further testing and they did the EXACT THE SAME BLOOD TEST as Banfield did, and immediately informed ** about the *** level for liver cancer and urged ** to do ultrasound to confirm. The result is showing a huge 18cmx18CMx18mm (Same size as a grapefruit, and its 20% of his weight!)liver cancer that was late stage. How did Banfield missed this with condition that severe?!  ****************** performed a surgery to remove the liver cancer but it's too late. **** died right after the surgery. The vet said that if we detected it earlier, the tragedy would not have happened. In fact, the last visit we had at Banfield on July 26, 2022, the Banfield vet's note stated:" Thorough physical exam and abdominal palpation (feeling the belly), Additional testing and treatment as determined by your veterinarian".For God's sake, YOU ARE OUR VET! and you should have told **!  (Screenshot attached)
  
  It's equally concerning about how shady Banfield run their file keeping system. Banfield file system has no transparency. You have two sets of records.One set for patients on patient's portal, another file system is on your system only with "doctor's note". Patients has no access to it unless something happened. And Banfield can add the note later on, with the original time stamp remains, and use the system as an escape goat and blame the system for "not synced" for everything for to cover their ***.  
  
  As a result of Banfield staffs gross negligence and lack of knowledge and expertise, we demand to be reimbursed for all medical expenses incurred in this matter since 2019.
  
  Banfield's Wellness plan since April 2019: $1629.60
  Banfield's Medical bills since 2019: $3644.48 
  Total: $5274.08
  
  
  Tobi means so much more than any amount of monetary value. There is no amount of money will not reduce his excruciating pain he had to endure because of Banfields did not do their BASIC job that they advertised and promised to the customers. They should not charge people if they cannot deliver the service which caused the severe consequences and our horrible loss.This is about principle.
  
  Supporting documents attached:
  1. Small Animal Hospital, ******************'s vet note stating that the delay of the diagnosis on Banfield's part
  2. Another vet from "Protect the vet" stated that the significant diagnosis delay caused ****'s death.
  
  If you need the copy of the receipts or any other documents, please let me know.
  
  Sincerely,
  
  Lei ****

  Business Response

  Date: 04/13/2023

  Banfield is taking Ms. ***** concerns very seriously. We have had her case reviewed by multiple doctors in our practice including those with specialty board certifications. We have communicated our findings and assessment to Ms. **** and her husband including a detailed discussion followed by a signed settlement agreement (included here) and the provision of a client service gesture of $1000 despite a lack of liability.
   
  We know it is difficult to lose a pet, and Ms. **** and her husband are grieving their loss, but that grief and loss does not indicate liability, and does not indicate liability beyond the client service gesture already provided.
  
  

  Customer Answer

  Date: 04/21/2023

   
  Complaint: 19584773
  
  I am rejecting this response because: Banfield IS LIABLE for ****'s death. This is backed by multiple vets from two animal hospitals who had reviewed all the tests, reports and notes done by Banfield. They are the expert witness in this case. The documents are attached in previous response.

  
  I am also writing to complain against Banfield Pet Hospital for the wrongful death of my beloved pet and their unethical behavior in attempting to coerce my husband into signing a settlement under duress. The Settlement Agreement was rescinded. My dog ******************* was under the care of Banfield Pet hospital since 2015, and due to their negligence and malpractice, my pet passed away, resulting in immense grief and anguish for me and my family. In the aftermath of this tragic event, On March 2, 2023, one of Banfield's executives, *******************, threatened, pressured my husband to sign a document in exchange for $1000 compensation for our loss.

  
  In a ***************** and vulnerability, my husband succumbed to their coercion and signed the settlement agreement. However, upon further reflection and consultation with legal counsel, he realized that signing the agreement was a result of their unethical tactics, including threats of involving their corporate legal team. As such, we promptly rescinded the decision and returned the settlement check to Banfield hospital on March 17th (Screenshot attached).
  
  Our original demands still stand. As a result of your staffs gross negligence and lack of knowledge and expertise, we demand to be reimbursed for all imaging, diagnostic, surgical, travel and lodging expenses incurred in this matter. I request the monthly payment after April 2019 (it's when my dog 's liver blood level shows abnormal) to be refunded to **. Total amount $1629.60.I also request the refund for the testing and medical fee charged by Banfield since 2019, . The total medical fee charged since 2019 which is $3644.48.Total: $5274.08. It is my right as a consumer to receive a refund for the services that were not provided up to the expected standard, and to seek fair compensation for the wrongful death of my pets.

  
  Supporting documents: 
  1. Email from my husband that the check was rescinded due to being pressured to sign a contract under duress (coercion)
  2. Voided  $1000 check was sent back to Banfield on March 17th 2023

  
  As a consumer, I have experienced firsthand how large corporations often misuse their power and evade accountability for their actions. It is deeply concerning to witness how Banfield has neglected their responsibilities towards their consumers and the broader community instead of taking ownership of their wrongdoings. They have shirked their obligations and failed to provide adequate solutions or remedies.
  
  Sincerely 

  ***************

  Business Response

  Date: 05/01/2023

  Representatives have on multiple occasions, declined the demanded resolution. We stand by our original resolution offer that was initially accepted. 

  No further resolution offers will be made at this time.

  Customer Answer

  Date: 05/11/2023

   
  Complaint: 19584773
  
  I am rejecting this response because:  Banfield's response is deeply concerning as it shows a lack of consideration for the wellbeing of animals and their owners. The fact that Banfield is ignoring the evidence presented by multiple veterinarians and emphasizing only the financial aspect of this matter speaks volumes about your priorities as a business. As a veterinary care provider, it is your ethical responsibility to provide adequate care and treatment to animals, and in this case, it is clear that your negligence and malpractice resulted in the wrongful death of my pet. The requested refund is not only reasonable but necessary to cover the expenses incurred due to your negligence. Your refusal to offer a fair resolution is unacceptable, and I will not be accepting your initial offer as it does not account for the true extent of the damage caused by your actions. I urge you to reconsider your position and take responsibility for the harm you have caused.
  
  I want to emphasize that I did not accept your initial resolution offer, and my husband only signed the settlement agreement under duress and coercion. He promptly rescinded the decision and returned the settlement check to Banfield hospital on March 17th, as evidenced by the attached documents. I would like to reiterate the unethical and illegal behavior of Banfield's executive, *******************, who threatened and pressured my husband to sign the settlement agreement in exchange for $1000 compensation for our loss. This behavior is in direct violation of the law and goes against ethical business practices. It is unacceptable for a business to resort to such tactics in order to avoid taking responsibility for their actions.

  
  I urge you to take this matter seriously and address the issue at hand. Your continued denial of responsibility and refusal to provide adequate resolution is unacceptable and only adds to the pain and suffering that my family has endured. I demand a full refund for all expenses related to my pet's care and wrongful death, including imaging, diagnostic, surgical, travel and lodging expenses, as well as the medical fee charged by Banfield since 2019. This amounts to a total of $5274.08, as previously stated in my initial complaint.

  Customer Answer

  Date: 05/16/2023

  I am writing to file a formal complaint against Banfield Pet Hospital regarding the negligent care provided to my beloved pet, which resulted in his untimely death. I kindly request your assistance in resolving this matter and seeking appropriate compensation for the damages incurred. For the past 11 years, we have been loyal customers of Banfield Pet Hospital, enrolling in their wellness plan and attending semiannual checkups for my dog. In 2019, my dog's blood test results showed elevated ALT levels, a potential sign of liver cancer. However, Banfield failed to inform us about the risks associated with these levels or recommend further diagnostic procedures. As my dog's symptoms worsened, we sought a second opinion from the Small Animal Hospital at the *********************. They conducted the same blood test, identified the severity of my dog's condition, and urgently advised us to pursue an ultrasound. The results revealed a large tumor in his liver. Despite undergoing surgery, my dog passed away due to the advanced stage of the cancer. Banfield's failure to inform us about the risks and recommend necessary tests resulted in a significant delay in my dog's diagnosis and subsequent treatment. I firmly believe that had the cancer been detected earlier, the outcome could have been different. In light of Banfield's negligence, I request refund for the following expenses: Banfield Wellness Plan payments since April 2019: $1,629.60 Banfield Medical bills incurred since 2019: $3,644.48 The total reimbursement being claimed is $5,274.08. I kindly request your intervention in this matter to facilitate a fair resolution and obtain appropriate compensation for the financial losses and emotional distress endured by our family. Attached are supporting documents, including my dog's medical records and correspondence from the *********************'s Small Animal Hospital.

  Customer Answer

  Date: 05/31/2023

  The Banfield hospital offered $1000 settlement and a settlement form was signed. However, we did not receive the check. Banfield used the settlement paper against my case, but we did not receive the money and it did not leave their bank. 
  
  Please resend the check to: 
  1695 **************
  *******, ** 32771 
  
  
  
  Thanks,
  Lei
  

  
  

  Business Response

  Date: 06/02/2023

  The check in question was mailed to ************** and Ms. **** at which point they returned the check and 'revoked' the signed agreement. As they returned the check without cashing it, the funds were in fact not transferred from our bank.

   

  Customer Answer

  Date: 06/06/2023

   
  Complaint: 19584773
  
  I am rejecting this response because:  We will accept the original offer. Please send the check again. 

  I am writing in response to the recent closure of my case against Banfield regarding the settlement offer they made in connection with the unfortunate loss of my beloved dog due to their lack of care. I am deeply disappointed by the outcome and the handling of this matter by Banfield.
  
  As previously stated in my complaint, Banfield initially offered a settlement of $1000 for the loss of my dog. However, upon careful consideration, my husband and I found this amount to be insufficient, given the financial cost, emotional distress, pain, and suffering we have endured as a result of their negligence. Consequently, we made the difficult decision to revoke the check and sent it back to Banfield, hoping for a more equitable resolution to this devastating situation.
  
  To our astonishment, Banfield then presented the revoked settlement check as evidence to support their case, leading to the closure of the BBB case. This raises serious concerns regarding the transparency and integrity of Banfield's actions. It is not only disheartening but also ethically questionable that they would utilize a revoked settlement as evidence to dismiss our claim. This only serves to further exacerbate the distress and frustration we have experienced throughout this ordeal.
  
  Furthermore, Banfield's recent response claiming that the check was sent back is perplexing. If the check was indeed returned, it begs the question of why they would present the revoked check as evidence in the first place. This inconsistency in their statements raises doubts about their credibility and their commitment to resolving this matter in a fair and just manner.

  In their response on 4/17/2023, Banfield stated that they had sent a $1000 check and presented the "signed settlement" to support their case. However, if the check was indeed revoked, it raises serious questions as to why Banfield would use a revoked document to support their position. This contradiction in their statement's casts doubt on the integrity of their actions and raises concerns about their commitment to resolving this matter in a fair and transparent manner.

  
  Furthermore, in their response on 5/12/2023, Banfield stated that they "stand by their original offer." However, this statement contradicts their previous position, where they presented a revoked settlement check as evidence to support their case. This inconsistency in their statements not only undermines their credibility but also adds to the frustration and confusion that my husband and I have experienced throughout this process. When we eventually accepted the original offer, then they turned around and denied it. 

  
  I implore the Better Business Bureau to thoroughly investigate these contradictory statements made by Banfield and the questionable practices they have exhibited. It is essential to hold Banfield accountable for their actions and ensure that a fair and just resolution is reached. The use of a revoked settlement check as evidence, along with the contradictory statements made by Banfield, highlights the need for a comprehensive examination of their conduct in this case.

  
  I appreciate the Better Business Bureau's commitment to protecting consumer rights and resolving disputes. I kindly request that you reevaluate the closure of my case against Banfield in light of these new revelations. It is crucial that a thorough investigation is conducted to uncover the truth and ensure that appropriate actions are taken to address this matter. 

  
  Thank you for your attention to this ongoing issue. I eagerly await your response and trust that the Better Business Bureau will take the necessary steps to rectify this situation and uphold consumer rights.

   

  Supporting document attached:

  1. Response from Banfield on 4/17/2023 using the $1000 settlement as evidence for this claim. 

  2. Response from Banfield on 5/12/2023 stated that they "Stand by their original offer"

  
  Yours sincerely,
  

  ***************
  
  
  
   

  Business Response

  Date: 06/16/2023

  Banfield will supply a new agreement via email and will have the reimbursement check reprinted/mailed. 

• Initial Complaint

  Date:03/10/2023

  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 kitten, ******, was a patient of Banfield until he passed away unexpectedly at only eight months old. I called to cancel his wellness plan as he was deceased and could no longer benefit from his preventative plan. I was told that cancellation was not an option unless I paid for a full year. I informed them that ****** was deceased and could not use it and was met with no compassion. Instead, I was met with them saying that sounds like a me problem and that I will have to pay should I want to cancel. My wife spoke to them first but was spoken down to and also told it was a her problem before I overheard her crying and took over the call as she was too upset to continue. After everything, I asked to speak to a supervisor and was told that wasn't going to happen and that I needed to just pay for PREVENTATIVE care for a DEAD kitten. I told them that was completely unacceptable, but their rep said again that was a me problem and that I will be expected to pay before he ended the call.

  Business Response

  Date: 03/13/2023

  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 Vet Chaton-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 ***. 
  
  Prior to her passing, ****** received services and discounts from the *** in the amount of $919.16 and Mr. and **************** have paid $167. 80 in monthly payments for the ***. The remaining balance owed on the *** is $335.60, the remaining payments.

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 19581799
  
  I am rejecting this response because:

  We were told cancellation charges were waived if the pet passed away.  Every associate we have spoken to has been rude and cold.  Even in your description, you said the perfect word.  Preventative.  My dead kitten cannot benefit from preventative care.  Also, your claim that we have used almost $1000 in benefits is a complete lie.  We were only at the vet a few times and still had bills that we paid at time of service.  I know for a fact that the vet would not have charged me additional $1000 for service.  I am utterly baffled by your lack of compassion and odd dollar amounts you are pulling from some unknown source.
  
  Sincerely,
  
  Kaiden Kenway

  Business Response

  Date: 03/17/2023

  Please see the attached usage rereport for ******** OWP. 

  Customer Answer

  Date: 03/24/2023

   
  Complaint: 19581799
  
  I am rejecting this response because:

  
  

  Not even the info you gave adds up to the dollar amount you claim.  Also, we still paid monthly and we're still charged fees every time we visited the vet.  Again, you are neglecting your own words in your last statement when you said preventative care.  Dead kittens cannot receive preventative care.  Are you aware that your average ****** review is abysmally low?  Perhaps it is because of stuff you pull like this and your absolutely terrible customer service and complete lack of empathy.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2023

  Again, the remaining balance owed is for services already provided from the ***. 

  As the *** is a package of services there may have been charges for services not included in the package.

  Customer Answer

  Date: 04/05/2023

   
  Complaint: 19581799
  
  I am rejecting this response because:

  You still have provided no numbers that add up and are making baseless claims.  If you continue down this route, there will be no response I will accept.
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/13/2023

  Banfield has supplied a breakdown of the *** package services and discounts provided alongside the payments made. We have provided an explanation of the cancellation terms as well. This is a valid balance owed for services that were authorized and provided by our medical teams. 

  Banfield will not be waiving any of the fees owed, per the previously provided agreement, on these services. 

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19581799
  
  I am rejecting this response because:

  Throughout this ordeal, you have been nasty, unkind, void of any empathy, and have presented blatantly bloated number to try to justify your actions.  I will not be paying you anything.  You're treatment and handling of this situation has made us switch vets for all of our animals.  You have definitely lost what was once a loyal customer as well as anyone who hears how atrocious your behavior is being.  You have not acquiesced to a single request presented.  You have made an already tough situation with the death of our kitten into even more of a nightmare by your attitudes of your staff and handling of this subject.  I will not be paying any more money to you than I already have.
  
  Sincerely,
  
  Kaiden Kenway

• Initial Complaint

  Date:03/10/2023

  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.

  Honestly Im fed up with bansfield Ive been with them for over 10 years and this is the 2nd pet in their care that has died. 1st dog died during surgery after paying $1000 deposit. Now my dog of 10 years goes to the Vet on 3/4 and I paid over $100 out of pocket for services even though we have insurance which basically is useless but 4 days after this office visit my dog suddenly dies 4 days after plan renewal no explanation or cause then I paid another $200.00 for her to get cremated and now Im told I have to pay almost another $390 or $500 to get out of the plan for another dead dog which Im now thinking they just dont have good doctors. I just paid $400 worth of service for my new puppy who is still having issues because these arent experienced doctors they are guessing and exterminating and killing dogs then your trapped paying a monthly insurance plus high fees just for an office visit smh Im canceling my puppy plan and taking my dogs somewhere else so they dont end up dead!

  Business Response

  Date: 03/10/2023

  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.