Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Veterinarian

Thrive Pet Healthcare

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Veterinarian.

Complaints

This profile includes complaints for Thrive Pet Healthcare's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Thrive Pet Healthcare has 479 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Thrive Pet Healthcare

      1211 Austin Hwy San Antonio, TX 78209

    • Thrive Pet Healthcare

      529 W Oltorf St Austin, TX 78704-5447

    • Thrive Pet Healthcare

      5601 Brodie Ln Sunset Valley, TX 78745-2538

    • Thrive Pet Healthcare

      11398 Bandera Rd #403 San Antonio, TX 78250

    • Thrive Affordable Pet Care

      1080 South Main Street Kernersville, NC 27284-7440

    Customer Complaints Summary

    • 97 total complaints in the last 3 years.
    • 33 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/12/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 signed up for the membership for my puppy but ended up moving offices before the 30 days were up and I no longer want or need the membership. I have tried contacting the company and you get an automated response that they will contact to you within ***** hours and obviously they never do. Ive emailed multiple times. Filled out the contact us form multiple times. Nothing. No responses. The vet clinic says they cant cancel it, they say its a separate entity.. You can try to call but nobody can assist with the canceling. Their portal has no such option to cancel.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Answered
      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 have tried on 4 occasions to try and cancel my membership. The website is useless. I requested a cancellation and received an email thanking me for my communication and a promise of a reply in 48/72 hours. 4 days later and still no contact. I did locate their phone number and every option available in the automated menu takes you to voicemail. It is impossible to speak to a person. I asked my bank to stop the automatic payments and was told that because this is a monthly payment that I authorized for services they cant just stop paying and that they could request Thrive to stop charging. They are still charging me. I have reached the end of my rope. I have since shared my problem with everyone I know and will continue to do so until the charges stop.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded if appropriate. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:05/09/2025

      Type:Product Issues
      Status:
      Answered
      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 signed up for Thrive Pet Health plan for my ****** ******. I had the service in the past for another pet and my experience was good. I just discovered I have been getting double billed for my membership since November 2024. $14.95 was withdrawn from my account twice every month 11/12/24 & 11/21/24, 12/12/24 & 12/21/24, 1/12/25 & 1/21/25, 2/12/25 & 2/21/25, 3/12/25 & 3/21/25, 4/14/25 & 4/21/25 for a total overdraw of $89.70. Based on my records the correct withdraw would have been the one on or around the 21st of each month. While trying to correct the problem I attempted multiple times to contact the company and discovered it is almost impossible to do so. There is no customer service phone number, no online chat, only a form you fill out and wait for response. You will see on this company's BBB this is pretty consistent issue, and I wish I had checked first. A lot of the complaints are about being unable to reach the company when you want to cancel the service. I was originally just looking to correct the billing and be refunded the overdraw, but now I would like to also cancel the service because BBB may be the only way to reach them and it's hard to do business with a company you cannot directly contact. I have not gotten any reply from THRIVE plus at all and I have filled out their online form and sent a direct email. I contacted my vet and they also do not have a customer service number.

      Business Response

      Date: 05/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded the appropriate amount. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:04/30/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 have been double and triple charged every month except 2 since we signed up in November 2023.i have been unable to reach anyone at the company. The phone only automated. No replies to emails. No matter the day or the time of day.

      Business Response

      Date: 05/05/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service regarding your membership. A member of our Thrive Plus Membership team will be reaching out to you to get you refunded the appropriate amount and make sure that you are being charged properly.  We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive.

    • Initial Complaint

      Date:04/24/2025

      Type:Product Issues
      Status:
      Answered
      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 have reached out to thrive pet care customer service multiple times through email trying to cancel my membership in the first 30 days since signing up. Their customer service responded to only 1 of my 10 emails and never proceeded to cancel my membership. They charge my credit card for the 2n month of membership which was not authorized by me. Thrive please refund my $19.95 back to my card and cancel my membership. This is for invoice # *******

      Business Response

      Date: 05/05/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:04/17/2025

      Type:Customer Service Issues
      Status:
      Answered
      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 March 29, 2025, I brought my cat, *****, to ************************* (VTC Kissimmee 2553). She was seen by Dr. ******* ******* for respiratory issues wheezing, coughing, and rapid breathing. Dr. ******* performed X-rays and a FAST scan and sent ***** home with ************, noting that further treatment would depend on radiology results.The radiology report was finalized on March 30, but I did not receive a follow-up until April 3 after multiple calls from my end. Dr. ******* then prescribed a fluticasone inhaler, stating it would be sent to me that day. As of April 11, the prescription still has not been sent. No one at the ************ can be reached directly. I contacted the Vetco call center, and they refused to provide any direct contact, escalation email, or method of resolving this serious care issue. I emailed the direct ************ on 4/7/25 regarding the prescription status and also a call to what I believe was Dr. ******** personal number earlier in the day.Because of this negligence, my cats condition worsened and we were forced to go to an emergency vet late at night on April 7. There, ***** received immediate ********* treatment, a sedative to calm her breathing, and we were sent home with both ********* and the fluticasone inhaler Vetco failed to provide. The emergency vet indicated that this situation was entirely preventable had ***** acted properly. We paid $956.65 for emergency care, on top of the $674.93 paid to ***** for the original visit.This is not a case of poor customer service it is medical negligence. A life-saving medication should never take 13+ days to be prescribed. ***** suffered unnecessarily due to lack of follow-up, failure to act, and unprofessional communication.

      Business Response

      Date: 04/22/2025

      Thank you for reaching out to Thrive. ***** is owned by ***** and Thrive has no affiliation with ***** or *****. Please reach out to *****/Petco. Thank you. 

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unresolved
      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.

      Complaint: 23213781

      I am rejecting this response because:

      The Clinic I saw was ******************************* in ************. I was told the office manager would reach out to me prior to declining my request for my prescription food while I was in the process of looking for a new vet because of the complete disregard for my dog. She never called. 

      I was able to go to a new vet who prescribed oral antibiotics for my dogs ear infection. He was shocked to hear that Stoneridge told me they would not prescribe oral antibiotics for his infection. 

      my dog has been suffering because of the level of care that was received at ******************************* 


      Regards,

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

      Business Response

      Date: 04/22/2025

      Thank you for taking the time to share your feedback. Providing professional and compassionate care for every client and their pet is our top priority. Were sorry to hear that your experience at our hospital did not meet your expectations. We would like to further address your concerns and a manager from that clinic will be reaching out to you directly. Can you please let us know which clinic you saw in ********* so we can connect you with the appropriate person? Thank you. 

    • Initial Complaint

      Date:04/16/2025

      Type:Customer Service Issues
      Status:
      Unresolved
      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.
      Complaint: 23211611

      I am rejecting this response because I have already spoken the Vet and she admitted a misdiagnosis and stated someone from corporate would be contacting me that never happened. 

      Regards,

      *** ***** call to secure a follow up visit as he was running out of medication and you stated he would have to be on the medication for the rest of his life to treat the heart failure. We were able to get a follow up appointment on 2-7-2025. During the follow up visit new x-rays were taken and you stated no improvement for the fluid around his heart and lungs. At this time you advised we see a cardiologist.We secured an appointment 2-10-2025.After our 3 hour drive to the cardiologist here are the findings:???Zero issues with his heart.???No fluid around heart or lungs.They were amazed by the amount of ********** prescribed.After multiple emails sent you finally responded as follows on February 24th admitting the misdiagnosis and faulty equipment. In terms of Monkey's condition, | am extremely sorry that this misdiagnosis led to such difficulties and distress on your end.We will definitely call a technologist in the meantime, though, for a visit to confirm correct calibration.

      Business Response

      Date: 04/22/2025

      Thank you for taking the time to share your feedback. Providing professional and compassionate care for every client and their pet is our top priority. Were sorry to hear that your experience at our hospital did not meet your expectations. We would like to further address your concerns and a manager from that clinic will be reaching out to you directly. Thank you. 

    • Initial Complaint

      Date:04/13/2025

      Type:Product Issues
      Status:
      Answered
      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.
      Problem with a Product or Service I signed up for a Thrive Plus membership and have been trying to cancel it since April 10th. I submitted a cancellation request via email and received an automated response saying someone would respond in 4872 hours. It has now been more than 3 days and I have received no responseonly the same automated reply multiple times.I attempted to call Thrive Pet Healthcare, but no one has been able to assist me with canceling the membership. The clinics say Thrive Plus is a separate entity, and there is no direct phone number available to contact Thrive Plus directly.I am requesting immediate cancellation of my Thrive Plus membership and confirmation that no further charges will be made to my account.If I do not receive a response shortly, I will be disputing the charge with my bank.

      Business Response

      Date: 04/15/2025

      Thank you for taking the time to share your feedback. We are sorry to hear that we did not meet your expectations and that you were disappointed with our service. Your Thrive Plus membership will be canceled you will be refunded for April. We take client feedback seriously and appreciate the opportunity to improve our services whenever possible. Best Regards, Thrive

    • Initial Complaint

      Date:04/09/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.

      Complaint: 23125866

      I am rejecting this response because:

      The response from the clinic did not attempt to accept responsibility for their clinical failure by not allowing me to speak with the provider who accepted my dog as a patient. I made multiple attempts to talk to the vet over two days, and she was in the clinic both days and would not speak to me about the care of my dog. I have many complaints about the clinical judgment of the vet and the choices she made in how she treated my dog. However, even without getting into that part, a fundamental right of a client to a clinic that I was paying for a service is that I should have been permitted to have at least a 2-minute conversation with the person I trusted to care for my loved one. If the vet was so busy that she did not have 2 minutes for a patient she took on, then there is a fundamental issue with how the clinic is run.

      Regards,

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

      Business Response

      Date: 04/15/2025

      We want to express our deepest condolences for the loss of your beloved pet.Losing a furry family member is an incredibly difficult experience, and we understand that emotions can run high during such trying times. We strive to provide compassionate and professional care to both our clients and their ************* from our clients is invaluable to us, as it helps us identify areas where we can improve our services and ensure that every client receives the care and support they need during these challenging times. We would love the opportunity to discuss your concerns with you further. A member of our team will be reaching out to go over your concerns in more detail. Once again, we extend our heartfelt sympathies to you and your family for the loss of your beloved companion. Thrive 

    Thrive Pet Healthcare is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.