ComplaintsforThrive Pet Healthcare

• Initial Complaint

  10/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order with ********* for Simparica Trio. The order was cancelled. When I reached out to *****. I was advised that ********************** denied the prescription. I contacted Oxford and was advised that ****** my dog was due for a flu shot by September 29. The order for Chewy was placed around September 17. I took ***** into ********************** around September 26 for heartworm testing. I was not advised until October 9 she was due for ***** Analysis Due on 09-18-2024 Semi Annual Exam Due on 09-18-2024 Influenza Vaccine Due on 09-29-2024 The other two test. Which when speaking to another vet clinic. I was advised this test are not mandatory by the state of ******. This place is denying prescriptions my dog needs because they are trying to make more money. The price of Simparica Trio treatment runs around $195.48. I had two coupons through ********* in which I could have received a 6-month supply for $135.00. Now both coupons have expired. I have not been able to order the medication and now have to find another vet to send ***** to.

  Business response

  10/29/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. The clinic manager will reach out to you directly to address all of your concerns. 

• Initial Complaint

  10/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have made several attempts to cancel my annual membership with Thrive. I attempted to do so on the app. I emailed the company. I even went into business to cancel and was told I could not. They are not providing the services that they promised.

  Business response

  10/29/2024

  We regret that your experience with our hospital did not meet your expectations. Our goal in every encounter we have with our clients is to clearly communicate our fees and processes up front to avoid confusion later. We will cancel your membership and refund you for the last payment. Thank you for taking the time to share your experience with us. 

  Customer response

  10/29/2024

  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.
  
  Regards,
  
  ******* *******

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Took cat to this vet two days ago. They did minimal testing/care. They charged us a lot. Then we go back because it did not resolve the issue. They gave us an estimate, required we pay up front without giving us the actual final cost, and told us we had to agree to terms where they could charge us more in the end. I asked for a payment plan or something to give us relief. This was not a cost that was anticipated and sucked the remaining funds out of my account, so for them to hold the life of our pet hostage without giving us any relief is terrible in this economy. There was ability no sympathy from the person. They did not care. If we were in this situation I can only imagine what it would be for those who have serious issues. I am beyond livid that we are being charged more than necessary. We WOULD HAVE GONE TO OUR VET IF IT WAS OPEN! If our pet has to have surgery we are going to lose him and be out almost $1,200 including emotional trauma for my daughter because the poor thing would not be able to get it.

  Business response

  10/11/2024

  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. I would like to connect you with the director of this clinic so that you can go over your concerns. What is the address of the clinic that you saw? Thanks. 

  Customer response

  10/11/2024

  Complaint: 22409547
  
  I am rejecting this response because: I dont want to speak to the director of the location. Clearly that person does not care about its clients if this is how we are treated. We lost our pet last night. Its been severely traumatic. While it sounds like the vet was compassionate, words like Ive never seen this before and we dont know what us is and you might be spending thousands for the same result are not reassuring and makes me question the level of experience of those vets given the extreme nature of emergencies. We would have not taken our pet to the clinic given if it wasnt life threatening. Now we are devastated, bereft and at a loss for answers. The person said she would send a summary of the visit/bill to me, but I dont have it. The address is ************************************************. I suggest you take a look at your centers yelp reviews as well because there are more one stars than 5 stars. People love their pets and when you leave us no avenue but euthanasia because we dont have the ability to fork over thousands up front, it is traumatic and just devastating. 

  
  Regards,
  
  ********* *********

• Initial Complaint

  10/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We emailed Thrive pet numerous times regarding the cancellation of my dogs membership. I cannot afford to continue paying for this service and it its difficult to get some one to assist you. I am constantly being told to email them. This is unacceptable and this is a total rip off.

  Business response

  10/11/2024

  
  We regret that your experience with our hospital did not meet your expectations. Our goal in every encounter we have with our clients is to clearly communicate our fees and processes up front to avoid confusion later. We will cancel your membership and refund you for the last payment. Thank you for taking the time to share your experience with us. 

  Customer response

  10/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22409406, and find that this resolution is satisfactory to me.
  
  Regards,
  
  Chyann White

• Initial Complaint

  09/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On August 28th my dog ******************* went to the clinic Thrive care animal hospital for a blood sugar curve. At the end of the visit the doctor stated that the dog should come off of her current insulin ******* N immediately and change to a total different insulin; Vetsulin. The ************* has been on for some time and this was doing well for her as our only concern was she was having accidents and maybe she might have a UTI. The doctor stated she did have some glucose in her urine and minimal bacteria but thought a total change in her insulin might be the reason. So we followed the direction of the doctor and took her off the insulin she had been on and bought ******** at a cost of *****. The doctor told us to keep her off insulin totally for a couple of days so insulin was out of her system. On the 30th of September the ******** was administer to her at 10units BID as compared to the Novolin she was getting BID 28th prior to this change. On the 1st of Septmber ***** because very ill and I had to take her to the emergency clinic. She was vomitting and lethargic. Emergency vet said she was having a reaction from new insulin and sent her home with antinausea meds and pain meds. This event cost us $900.00. On Sept. 6th ***** was sick again and lethargic and throwing up. I called Thrive Care to get her in and they would not accommodate an emergency visit at ALL. I called ************************* and they did. There they determined she was in Diabetic Ketoacidosis and she is now in ICU at ******************. This visit cost me ****** at ************************ and emergency **************** will be about 4K. Thrive *************** was gross negligent in there services with my dog and nearly killed her. I have also filed a complaint with the State of NC.

  Business response

  09/09/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. The manager of the clinic will be reaching out and discussing your concerns Thanks! 

  Customer response

  09/10/2024

  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.
  They emailed me yesterday but yet to hear from anyone. I told them that they could call me 
  Regards,
  
  ****************************************

• Initial Complaint

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Saturday Aug 24, 2024, my cat was seen at Thrive - *********************** Initially a technician came out with a tablet, and we were quoted a price of $523 for a list of recommended services and procedures. We wanted to go one step at a time. We only wanted to do a few of the selected services and agreed to pay $258. Unknowing to us, the Vet performed several additional services and procedures, all without telling us, or getting approval. Zero communication of updated costs, nothing. Upon checkout they provided a bill of $623.48. I questioned the technician and she just looked at me, no response. We had to take our cat to the emergency vet at that point and I did not have time to argue. I asked for the manager to call me. Tuesday Aug 27, 2024, I called Thrive and spoke to a receptionist and she said a manager would give me a call. On Tuesday Sept 3, 2024, I had yet to hear back from the manager. I called again and spoke with a shift manager. She listened to my concerns and said she would get back to me with a solution.On Wednesday Sept 4, 2024, I received a call from that manager, and she offered to credit my account $50 for future services. I explained that was totally unacceptable and insulting, and asked to speak to the practice manager. I have spent thousands of $$$ at this clinic over the years with several animals. The manager said she would have the practice manager contact me. I have yet to hear back. I am demanding a refund of $365 which is the difference between quoted price, and price paid. I would also like to cancel the remaining memberships for Thrive Plus and not pay them another dollar. If this was a mistake, Thrive needs to own up to it and refund my money. If done purposefully, this is fraud.

  Business response

  09/09/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. I will reach out to the regional director today and have her reach out to do to discuss. Thanks!

  Customer response

  09/12/2024

  Complaint: 22243706
  
  I am rejecting this response because:

   

  I have yet to hear from the Regional Manager to discuss. Thank you. 
  
  Regards,
  
  Michael Beczak

  Business response

  10/10/2024

  The manager of the practice left you a voicemail. I will have her or the director reach out again. Thanks. 

• Initial Complaint

  08/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Thrive only option of contact is email the number on website does not work. I have tried to email in the last 2 weeks to get my memberships for my four pets canceled and I have not received a response and the money was just taken out. Money that I need. Thrive has a ***** hours response time and they have failed to do so. I am out of options on contacting them.

  Business response

  08/21/2024

  We regret that your experience with our hospital did not meet your expectations.Our goal in every encounter we have with our clients is to clearly communicate our fees and processes up front to avoid confusion later. We will immediately have your Thrive memberships canceled. We wish you and your pet the very best!

• Initial Complaint

  08/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We signed up with Thrive Pet Healthcare in May, and very carefully read all the ******************* including the privacy section, which said they would not share our information. However, after living in the same city for 25 years, we received a notice from DocuPet, stating that we had failed to license our dog. First - we have no dog. Second - Thrive released this information without even notifying us, which is an invasion of privacy. Third - I have tried over 6 times to reach someone - including leaving phone messages, sending emails, and most recently, trying to reach them through Instagram. They are an awful company who treats consumers information like their own, and does not maintain privacy. I want my membership cancelled with no additional monthly charges (which they said they will do through May 2025 if I cancel).

  Business response

  08/21/2024

  We regret that your experience with our hospital did not meet your expectations.Our goal in every encounter we have with our clients is to clearly communicate our fees and processes up front to avoid confusion later. We will immediately cancel your membership and refund the fees that were charged for last month. We wish you and your pet the very best!

  Customer response

  08/21/2024

  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.   Thank you for your help!!
  
  Regards,
  
  **********************

• Initial Complaint

  06/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Took my mother's dog **** to this business for emergency care on June 5, 2024 after the dog ingested Naproxyn 220mg. My mom paid cash $1000 and I paid the $891.27 on my card for ****'s care. This price was all care for two nights and the labs at the initial, 24 and 48 hour ***** we were told. **** was able to return home after one night and didn't not stay a second night. I was told $597.00 was being refunded to my card within 3-5 business days. My mom took the dog back for the 48 hour labs that were already included in the two overnight stay estimate. I called this business today (June 13, 2024 @ 1400) and was told a check for $400 was being issued back to my mother. The amount of the refund went down and the return of payment changed from refund to my card, to a check being issued to my mother. I am requesting the original amount of $597.00 be returned to my card as I was told it would be.

  Business response

  06/18/2024

  Thank you for taking the time to share your experience with me. Providing professional and compassionate care for every client and their pet is our top priority. We regret that your experience with our hospital did not meet your expectations. A member of our team will be reaching out to you so that we can get this resolved as soon as possible. Thanks. 

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 5/9/24, I took my dog, ********, to Thrive Midtown ATL for vaccination and blood work due to a suspected UTI. The attending veterinarian, assured me that ******** was just in heat and that her symptoms were normal. Blood work was taken, I was promised to have the results and corresponding medical insight via phone call by Friday, 5/10/24, which never happened. As a couple days passed without any contact from the ******* ********** symptoms worsened, leading me to believe it was much more than a UTI. Consequently, I took her to urgent care where it was discovered that she needed an emergency surgery spaying within ***** hours.On May 14, 2024, ******** underwent an emergency surgery for an open pyometra performed by another doctor at Thrive. Despite the severity of the surgery and recommendations from other veterinarians (BluePearl Westside and ***********************) for a minimum of one-day overnight care, instead they discharged ******** the same day. He assured me that she would recover to 50% of her normal self, which was unrealistic given her "pre-senior" age of 5.8 years.The day after the surgery, I contacted the vet to report that ******** had not eaten, urinated, or defecated since the procedure. He reassured me that this was "normal" and recommended feeding her chicken broth with rice, despite ********** documented allergy to chicken and the typical dietary requirements of Great Danes for a grain-free diet.Tragically, ******** passed away on the second day post-surgery. I firmly believe that her death was due to the oversight and lack of proper post-operative care provided by the doctors at Thrive Pet Healthcare.I am requesting a total refund of all charges due to the negligence exhibited by both doctors. The charges include $266 from the visit on May 9, and $2,197.96 from the visit on May 14.

  Business response

  06/11/2024

  I am very sorry to hear about your concerns and the loss of ********. Our pets are family members and that loss runs deep; We will be reaching out to you quickly to address all of your concerns. Again, we want to express our deepest sympathies. 

  Customer response

  06/17/2024

  Complaint: 21827770
  
  I am rejecting this response because:
  
  I appreciated Thrive's initial response to my BBB complaint, where they promised a callback. Thrive's commitment to addressing my concerns was noted.
  However, despite this commitment, I have not received the promised callback or any form of outreach, and it has now been 6 business days. The failure to follow through has had severe consequences and is not just a matter of poor customer service; but it was a matter of life and death. The neglect and unfulfilled promises from Thrive's veterinary services are unacceptable and have caused me significant distress and loss.
  I demand an immediate and thorough investigation into this matter. I expect a detailed explanation of why the promised callback did not occur and what steps Thrive will take to ensure such negligence does not happen again. Additionally, I require a formal apology and appropriate compensation for the emotional and financial toll this has taken on me.
  I expect a prompt and comprehensive response to this issue. Failure to address this matter satisfactorily will result in further action on my part to ensure accountability and prevent similar tragedies from occurring to other pet owners.
  
  Regards,
  *******************

  Business response

  07/05/2024

  I will reach out to you today. Thanks. 

  Customer response

  07/11/2024

  Complaint: 21827770
  
  I am rejecting this response because:
  
  Once again, Thrive has demonstrated a lack of responsiveness to my legitimate concerns. Despite waiting weeks for a response, I received an email from one of their local vet agents offering "heartfelt sympathies" but failing to address the issue at hand in any meaningful way.
  I have now escalated the matter to the ********************* and will be submitting a certified complaint to headquarters. Thrive's legal team would be wise to address this matter with the urgency and seriousness it deserves, or they risk exposing the same complacency that has characterized their customer service so far.
  
  
  Regards,
  *******************

*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. ↩