Complaints

• Initial Complaint

  01/30/2025

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  My dog, Zeke, was on Banfields Optimum Wellness Plan. After a visit to the clinic, he was diagnosed with a small tumor that needed to be removed. We paid for the testing of the tumor, removal, and all medications needed which totaled close to $2,000. He quickly developed complications that Banfield couldnt handle, so we had to then hospitalize him for 5 days at an animal hospital for a cost of $9,000. After all of that, his complications came back and we had no option but to put him down. I emailed Banfield to cancel his plan and I was told that it would cost $419 to do so since its essentially an annual contract, which I had no clue about. All that I want is to cancel his plan without any penalty after already shelling out over $11,000 for a dog that is no longer alive. This is really just adding salt into the massive wound left by the loss of our best friend.

  

  Business response

  02/05/2025

  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 deeply saddened to learn of Zekes passing. It is always difficult to lose a pet and we do realize that the need to resolve the wellness plan does not help. We are hopeful that this letter will help make this easier to move forward and resolve concerns.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.

  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  It is important to note that this method of cancellation applies to all situations when the plan would need to be cancelled, including the passing of the pet.
  
  In the case of Zeke, $1,375.62 in services and discounts were received prior to his passing. $299.75 had been paid toward this care leaving a balance of $419.65 after 2 payments of $59.95 each had already been waived.  As a client service gesture recognizing Zekes years on the plan, Banfield will waive the remaining 7 payments and cancel his Optimum Wellness Plan with no additional money owed.

  
  

  Customer response

  02/05/2025

   
  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

  01/28/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am absolutely disgusted with Banfields customer service regarding their optimum ********************** plans. My dog *** starred having hip and joint issues in November 2024, we took him to Banfield and we signed up for the preventative care wellness plan. On December 22, 2024 he passed away after none of their preventative care worked. We called to try and cancel his wellness plan and they told us we owed about $800. Then my debit card was stolen and I needed a new one and somehow Banfield got ahold of that card information and charged me the monthly fee without my consent. We called again to cancel this plan after being charged $95 which was unauthorized and they wanted me to $735. My dog has been deceased. He was seen at the vet a total of 2 times where they gave us pain medication which did not work and not even a month later he had passed. There is no empathy and I find it very disturbing that this is how patients and pet parents are being treated.

  

  Business response

  02/05/2025

  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 saddened to hear of Revs passing. It is always difficult to lose our pets and we do understand the resolving the Wellness Plan does not make that easier. We are hopeful that this response will help allow us to move forward towards resolution.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose*to*tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton*demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.

  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  It is important to note that this method of cancellation applies regardless of the reason for cancellation including the passing of the pet.
  
  In the case of Rev * $1,315.21 of services and discounts were received through the plan prior to his passing. $171.90 was paid for these services. As a client service gesture, Banfield is willing to waive the remaining costs to cancel the wellness plan, but we will not be refunding any of the money already collected. 
  
  
  
  
  

  
  

  Customer response

  02/05/2025

   
  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

  01/28/2025

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My dog, Dr. ***** ******** was losing his fight with life as he was approaching almost 19 years of age. As a family, we decided that because he seemed to be in pain constantly and his appetite had decreased, it was time to let him cross the rainbow bridge. Prior to his condition worsening, we had been taking him to Banfield and I was on the Optimal Wellness Plan. They had discovered a spot on his liver, but there was no definite diagnosis about what was causing it, and due to his age, surgery was not the best idea. When the time came, we took Dr. ***** to the hospital i************, **. While the vet was injecting him with the pink liquid, she pulled out the syringe too quickly, and some of the liquid got on my hands, and not all of it was given to Dr. ***** as it should have been. This caused his system to start failing, but didn't actually end his life. The vet then had to go to the back to unlock whatever safe they keep this medicine in and get another dose, all the while my poor boy was struggling to breathe because his body was shutting down. My family and I were all in shock, but I paid the $360.00 bill and we left. I was surprised to find that Banfield still wanted me to pay the monthly amount for ******************* Wellness Plan. My dog was dead - why would I continue to pay? I argued this with Banfield and also advised what happened when we took him in to be put to sleep and they just continued to argue that I had signed the contract so I still had to pay regardless of the dog's status. REALLY? Way to punch a customer in the gut when they're already suffering. Now, Banfield has sent me to collections and has impaired my credit. To say I am disgusted is an understatement. I have other pets and I would not DREAM about taking them back there.

  

  Business response

  02/05/2025

  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 deeply saddened to learn of Dr. *************** passing. It is always difficult to lose a pet and we do understand that needing to resolve the Optimum Wellness Plan does make that more difficult. We are hopeful that the resolution offered here will help us all move forward.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.

  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  It is important to note that this method of cancellation applies for all reasons for plan cancellation including the passing of the pet.
  
  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.
  
  In the case of Dr. *************** as a client service gesture recognizing his years as a Banfield Patient, we will waive the remaining costs to cancel the plan and have the account pulled from collections.

  Customer response

  02/05/2025

   
  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

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  ***** A. ****** ******************* ************** Complaint with: Banfield Pet Hospital Wake Forest Banfield Pet Hospital, ************************************ ************** I dropped my cat ***** off at Banfield Hospital of *********** on November 18, 2024, where I have been going to for the past 9 years for his comprehensive exam. I went home to wait for the vet to call me, Dr. ***** called me to tell me that he did well for his exam and that his blood work looked great, but his sugar was a little bit high. When I went to pick him up that day, she spoke to me in person to tell me that I should help him lose a little bit of weight because older cats tend to develop diabetes if they are overweight. ***** has had no history with diabetes for the past 9 years since I have been going to this same hospital, Dr. ***** diagnosed him with diabetes that day but did nothing to treat his diagnosis nor did she tell me that he had diabetes. I had to put my beloved cat down on January 6, 2025, because of her negligence and Dr. ******** was overseeing the care of *****, these vets did nothing to inform me that ***** had diabetes, nor did they prescribe any medication. I should not have to go behind a vet to check to make sure that they are being honest with me when it comes down to the wellness of my pet.

  

  Business response

  02/05/2025

  According to Banfield records, ******************* Wellness Plan was cancelled at no cost to her after a conversation with our Chief of Staff on 1/21/25. Our Chief of Staff also indicates that Ms. ******* concerns were addressed and resolved at that time. If Ms. ****** continues to have questions and concerns, we request that he call and continue the conversation directly with our Chief of Staff.  

  Customer response

  02/06/2025

   
  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

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  It is with deep regret that I would like to express my disagreement with Banfield's policy of canceling a wellness plan upon the death of a loved pet. In the time of grieving and sadness after the loss I have to deal with this issue without sympathy from Banfield. We have been a customer for almost 17 years with my old dog Max, and 2 and a half year with second dog. Both enrolled in Wellness plan. Max was euthanized 1/20/25 due to his medical condition, old ages and *******************. Three days I tried to call provided phone for cancellations and unable to get with an agent. There is no one answering. Twice requested call back. Last night I got to the live chat and texted with agent ***** ID ************ first told me that plan can be canceled upon full payment of remining 7 months. I mentioned to him that we are a long term loyal customers and I am not agreeing with provided payment amount. Then he reviewed our profile and came with offer to waive 3 payments and we still have to pay $171.80. I asked him to email me the Cancellation policy so I can review it. It was emailed today over me. They sent me an agreement dated 8/24/2019. I am wondering why they chose this one. Attached below my 1st agreement from September 2008 and 2 invoices -one prior the plan and second with a plan. I have paid thousands and thousands of $ to Banfield. This is not the way the respectful business should earn from the clients. My dog will not use services after the death. Also I doubt some of the savings we received via plan. There were medications ordered from a Special pharmacies were we were charged 150% above. I have the proof of it, but it is not related with my inquiry now. If Banfield Management wants to see it I will be happy to provide it as well. I have a box with invoices and documents from same beginning. Sadly, if I have to use them for filling claims. I expect Banfield to review my case and reconsider waiving the remining plan sum and keep me as a client .

  

  Business response

  02/05/2025

  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 deeply saddened to learn of Maxs passing it is always difficult to lose our friends and we do understand that the resolution of the Optimum Wellness Plan can be a challenge in a difficult time. We are hopeful that the resolution offered here will help us move forward.
  
  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 ***.
  
  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 ***.  These rules for cancellation apply regardless of the reason for the cancellation including the passing of the patient.
  
  In the case of Max, $1,140.86 in services and discounts were received through the Optimum Wellness Plan this past year prior to his passing. $214.75 was paid toward that plan.  As a client service gesture recognizing Maxs years as a patient of Banfield, we are willing to waive the remaining payments and cancel his plan with no additional moneys owed. That is being completed now.

  Customer response

  02/05/2025

   
  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

  01/23/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Having a Banfield wellness plan for over 20 years between 2 dogs, Ive paid a large amount of money. After reviewing recent past complaints, theres definitely a serious problem here. My dog past 2days ago, were still grieving. Called to cancel the Wellness plan and was told that I still owe funds for their own reasons. Thats impossible, I have paid the balance of what this so called Wellness plan did not cover. Again, my remaining bill is payed in full before I leave Banfield. So explain to me and everyone else, how is there still a payment, and why am I being told I still need to continue making a monthly payment when my dog is no longer here, no more service is needed. This is outrageous, ethical and morally wrong. I will never recommend this Wellness plan again. I had to pay to have my pet put down due to a lack of a good life. Hip dysplasia, major seizure, and no longer able to walk. Due to circumstances I feel this wellness plan should pay for this procedure as a final goodby. Just my opinion. But nooo, lets put more unnecessary stress on the grieving parents. This is just criminal, people should be able to cancel without the added stress. No needed for an apology or auto response, just make it right and do the right thing.

  

  Business response

  01/30/2025

  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 deeply saddened to learn of Karmas passing it is always difficult to lose our friends and we do understand that the resolution of the Optimum Wellness Plan can be a challenge in a difficult time. We are hopeful that the resolution offered here will help us move forward.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  These rules for cancellation apply regardless of the reason for the cancellation including the passing of the patient.
  
  In the case of Karma, $826.81 in services and discounts were received through the Optimum Wellness Plan this past year prior to her passing. $689.50 was paid toward that plan.
  
  As a client service gesture recognizing Karmas years as a patient of Banfield, we are willing to waive the remaining payments and cancel her plan with no additional moneys owed. That is being completed now.

• Initial Complaint

  01/17/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband asked for your help with closing our Optimum Wellness Plan. Banfield closed it on December 31st. We asked them to close it in October. I am asking for 3 months of credit. We have used their OWP since our dog was 8 weeks old. She became ill at 11 1/2 years old. Banfield misdiagnosed her and she is no longer here because of this. On top of this nobody in Banfield told us to move up to the ************ OWP designed for dogs with chronic issues as well as benefits from additional testing. We most likely paid more money than we should have because of having the lower plan that covered less. I recently called Banfield and the customer service representative said to contact you since he could not help me. Thank you for your help in advance.

  

  Business response

  01/30/2025

  As previously explained, Prior to passing, Brook received a tremendous amount of value from her Optimum Wellness Plan and based on the waiver of costs applied in December, the Malisons paid significantly less than Banfield is entitled to recoup towards those expenses. No further adjustments or gestures will be made for this case.

  Customer response

  02/02/2025

   
  Complaint: 22825859
  
  I am rejecting this response because: After your dog dies, your Optimum Wellness Plan should ideally feel like a closed chapter, with the focus on grieving your pet and not worrying about continued payments for a service you can no longer use. Please show integrity for a customer of 11.5 years. We under used your wellness plan for all these years with the monies being in your favor until the last 6 weeks of Brook's life. Please understand and show your compassion, empathy, sadness and a genuine sense of shared grief with a refund of 3 months. Thank you.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  01/16/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had the "wellness plan" for all 3 of my dogs since 2008. I have spent over 30 thousand dollars with Banfield. Not including very costly things that aren't covered. One of my dogs passed away on October 28 2024 and They are still taking payments out of my bank account for ***** even recently raised the price they took it out Nov and Dec. I refuse to pay for things I cannot obviously use. I want refunded for Nov and December as well as January that will be coming out on Jan 19. I want that specific contract cancelled immediately due to her passing and I do not want to pay one more cent to them for that specific contract for services I cannot use. To recap I would like refunded Nov Dec, and January payment as well as the contract ending immediately. Refunding me ****** and cancelling the contact is THE LEAST they can do after I've been with the company for so long.

  

  Business response

  01/30/2025

  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 deeply saddened to learn of Bikkis passing it is always difficult to lose our friends and we do understand that the resolution of the Optimum Wellness Plan can be a challenge in a difficult time. We are hopeful that the resolution offered here will help us move forward.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to PetChaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  These rules for cancellation apply regardless of the reason for the cancellation including the passing of the patient.
  
  In the case of *****, $862.31 in services and discounts were received through the Optimum Wellness Plan this past year prior to her passing. $549.50 was paid toward that plan.
  
  As a client service gesture recognizing Bikkis years as a patient of Banfield, we are willing to waive the remaining payments and cancel her plan with no additional moneys owed. We will also ***************** request to reimburse the payments made following Bikkis passing. A check for $164.85 will be sent to her home address that is being completed now.
  

• Initial Complaint

  01/10/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My name is ***** ********* and my babies have been part of ********* for over 10 years. The reason for my email is for plan ID# ************. On 10/25/2023 I made a phone call to ************ and spoke to a ***resentative explaining my situation. I will start from the beginning once again... I have been overcharged for a dog that passed away in 2019 (BABY). At one time I had 3 dogs - ******, Baby, and Chewy - all under the wellness plan at Banfield. After the passing of Baby in 2019, I called the ********************** and let them know Baby was no longer with us. Jumping forward to 10/25/2023 I am in the middle of a divorce and am looking through bank statements and see that we have been paying for a dog that we no longer have. By 2023 I have now lost ****** as well to old age. After we lost ****** in early 2022, I called and the same office removed her from the account. < I DID NOT FIND OUT UNTIL LAST 2023 THAT THEY NEVER REMOVED BABY> I am human and I understand there was an error made because BABY was never removed. So that day I explained to the office what I saw on the statement and they gave me the contact number ************. I called that number and I was under the impression then that this would be taken care of and was also given an email address. Needless to say, it is now 1/10/2025 and I am now on the other side of my divorce, but I noticed I was still being charged for 2 dogs. I then received a letter dated 12/04/2024 that I am DELINQUENT. I called the number on the form ************. (REF# ************) I spoke to a very nice *** on the line who unfortunately was not able to help me or transfer me to anyone who could help me. I am very disappointed in the process for me to get a solution to the problem. -Highlights: 2019 down a dog (BABY) 2022 down another dog (SOPHIA)2025 1 dog (CHEWY) still remains but I am paying for 2. Banfield sends me a (DELINQUENT letter) when in reality Banfield owes me a large refund.

  

  Business response

  01/30/2025

  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. 
  
  Our notes indicate that earlier this week, Ms. ********* was able to speak with one of the leads in our contact center who ensured the appropriate plans were cancelled and the over-payments were refunded. If there are ongoing concerns,please let us know and we will address them.

• Initial Complaint

  01/08/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Pet was taken to Banfield several times related to limping and abnormal nail growth. Owner questioned possible cancer to nail after reading online about common problem. Provider failed at assess. Once again the problem reoccurred but pet was taking to another Banfield in a different city of which this provider DID assess the problem by taking Xrays and constantly assessment. Owner was told that dog has mass ( cancer) that should have been caught by previous exams at the Banfield in *********. Now dog has to see a specialist, have surgery, treatment and poor prognosis due to delay in care. Banfield should be responsible for current and future cost of care, surgery and treatment for delay in care and the inability to assess a common condition.

  

  Business response

  01/30/2025

  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 very concerned for ********* Je ***** and her condition.
  
  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 Director of Veterinary Quality 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.

*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. ↩