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Business Profile

Animal Hospital

Banfield Pet Hospital

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint type

  • Initial Complaint

    Date:04/09/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 opened a pet optimum wellness plan 4/12/2023 the plan was a one year contract, early April I received notification that my pets plan would cancel 4/12/2024 and was set for auto renewal unless I cancelled. My pet was seen 4/6/24 last visit still under covered plan, that evening 4/6/2024 I cancelled the plan , it was no longer affordable. I received confirmation stating cancelation was received, Monday 4/8/2024 I was notifed by email that my contact was set to auto renew 4/6/24, when I disputed and presented the original contract dated 4/12/23 a one year contract. The operator ****** advised he was billing me one year in advance for cancellation. I advised him I cancelled in time in writing with a date and time stamp email and was not paying . I asked to speak to a manager ****** put me on two long holds then came back and advised an account manager advised him I would be charged the entire amount of the year because my pets last visit was an adult dog visit not a puppy visit. I again told him the contract was good for the items covered for one year regardless how they code their billing. The contract was set to provide x items through a one year period starting 4/12/23-4/12/24 , he again said he was billing me the full amount. I told him he does not have consent to bill my credit card and if he proceeded I would file this as a fraudulent claim. He again said he was billing me and hung up. I called the *** center and spoke with *****, she confirmed the original contract was signed and dated 4/12/23 and was active for one year 4/12/24. She did not the account was set NOT to auto renewal 4/6/24 as I requested. She had no idea why the billing company does this to clients and she was looking to find a new job for this very reason. I then asked what would the it have cost if I brought the dog in completely out of pocket with no wellness plan she sent me an itemized receipt for what it would cost if I was cash pay which in total equaled $194.41, complete consumer fraud.

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