- Introduction to Banfield Pet Hospital: Banfield Pet Hospital is a large veterinary chain based in Vancouver, Washington, with over 1,000 clinics mainly inside PetSmart stores, offering preventive pet care since 1955.
- Who is Banfield Best For?: Banfield’s wellness plans are ideal for pet owners who want predictable monthly payments and routine care for healthy pets, but it doesn't cover emergencies or injuries.
- Strengths of Banfield: Key advantages include widespread locations, fixed pricing with no surprises, comprehensive preventive care, and no age restrictions for young pets.
- Weaknesses of Banfield: Major drawbacks are that it’s not true insurance, has long-term commitments, difficult cancelation policies, and concerns about customer reviews and billing practices.
- Reliability and Customer Feedback: Backed by Mars Inc. with strong financial stability, Banfield faces criticism over billing issues, contract restrictions, and mixed customer reviews, despite some positive experiences.
- Get a quote from Banfield.
Banfield Pet Hospital Overview
Thinking about signing up for Banfield’s Optimum Wellness Plan? I totally understand the appeal. You’re strolling through PetSmart, spot that clinic tucked in the corner, and the idea of spreading out your pet’s vet costs into bite-sized monthly payments sounds pretty great. But before you hand over your credit card, let’s talk about what you’re actually signing up for.
Banfield Pet Hospital is a pet health company based in Vancouver, Washington, that operates veterinary clinics as part of the Mars Inc. family of companies. They’ve been around since 1955 and have grown into the largest privately owned veterinary practice in the United States, with many of its 1,000-plus clinics inside PetSmart stores.
Banfield earned a 7.3 out of 10, which wasn’t high enough to place on our list of the best pet insurance. That doesn’t mean Banfield isn’t right for you, though. Here’s everything you need to know to decide if it’s the right fit for your pet.
Who is Banfield Best For?
This setup works best for pet owners who struggle to budget for vet visits and want someone else to structure it for them. If you’re the type who skips annual checkups because you can’t stomach a $300 bill all at once, monthly payments might actually keep your pet healthier.
However, if your pup is healthy and young, a Banfield plan may be all you need for preventive care, but you absolutely need separate insurance for when things go sideways. This covers checkups, not crises.
Banfield Strengths
- Location, location, location. Banfield operates 1,100 hospitals across the United States and Puerto Rico, so finding one near you usually isn’t a problem. The PetSmart setup means you can knock out errands and a vet visit simultaneously.
- No surprise bills for covered services. Banfield’s OWPs work differently from pet insurance. There are no deductibles, and your plan cost is what you pay for its included services. What you see is what you get.
- Preventive care is bundled nicely. Every Optimum Wellness Plan includes unlimited office visits at any location, plus 24/7 access to Pet Chat for advice from veterinary professionals.
- Young pets welcome. There’s no minimum age requirement for enrollment, which is great for folks bringing home brand new puppies or kittens.
Banfield Weaknesses
- This is absolutely not pet insurance. Unlike traditional pet insurance, Banfield plans do not cover emergency veterinary visits. Accidents, illnesses, and emergencies come straight out of your wallet.
- That 12-month commitment is no joke. Most plans are structured as a 12-month contract, and canceling early often means paying for the full term or covering the cost of services already used.
- Getting out is harder than getting in. Customers have reported being advised they have to stay in the plan for a minimum of 12 months or pay nearly $400 for cancellation.
- Customer reviews paint a rough picture. Banfield Pet Hospital is rated 1.4 out of 5 on Trustpilot, with widespread frustration over billing and contract terms.
Banfield Pet Hospital Overview
Banfield Pet Hospital was founded in 1955 in northeast Portland, Oregon, by Warren J. Wegert, taking its name from the nearby Banfield Freeway. It is now headquartered at 18101 SE 6th Way, Vancouver, WA 98683. The company is substantial, with its veterinary teams providing high-quality care to over three million pets annually, including more than two million Optimum Wellness Plan clients. Its footprint covers more than 1,000 general veterinary hospitals across 42 states, Washington D.C., Puerto Rico, and Mexico, covering dogs and cats at all life stages. In 2007, Banfield was acquired by Mars Inc., the company also known for Snickers candy bars and Pedigree dog food.
Banfield Pet Hospital Reliability
When it comes to financial backing, Banfield isn’t going anywhere. Its parent company, Mars Inc., continued to grow its pet care business by purchasing Blue Pearl Hospital in 2015 and VCA Animal Hospitals in 2017 for a substantial $9.1 billion, a level of investment that signals long-term commitment to veterinary services. The company is substantial, employing approximately 14,000 people, including over 20,000 associates across all roles. While Banfield Pet Hospital holds an A+ BBB rating, it is NOT BBB Accredited, which isn’t necessarily a red flag since accreditation is optional and requires payment. Finally, a point worth considering is a 2010 lawsuit filed by a former Banfield veterinarian, who alleged wrongful termination after complaining his clinic put profits above the best interests of animals; the company denied the allegations.
Banfield Pet Hospital Coverage Options
Plan Types Offered
Let me be crystal clear: Banfield sells wellness subscriptions, not insurance policies. Banfield offers tiers of its wellness plan for healthy adult cats and dogs: Active Care for keeping healthy pets healthy, Active Care Plus with additional dental care, and Special Care for pets with chronic conditions.
They focus purely on routine and preventive services. No accident coverage, no illness coverage, no alternative therapy options.
What’s Covered
Plans include two comprehensive exams covering hearts, ears, eyes, and more. Routine vaccinations and boosters are included, along with diagnostic testing like fecal exams and blood work. You also get routine fecal exams for parasites, deworming treatments for roundworm and hookworm, and heartworm/Lyme/Ehrlichia/Anaplasma testing. Furthermore, Active Care Plus plans add professional dental cleaning, including work above and below the gum line.
What’s NOT Covered
This is where expectations need a reality check. Pre-existing conditions, diagnosis, and treatment of injuries and accidents are excluded. Pet emergency vet visits aren’t covered. Your dog swallows a sock? Your cat falls off the balcony? That’s entirely on you financially.
Policy Terms
Waiting periods: None since this isn’t insurance
Age limits: Puppy and kitten plans can only be confirmed for puppies and kittens under six months old.
Commitment: All plans require a 12-month commitment.
Renewal: Plans automatically renew with no additional enrollment fee when you choose the monthly payment plan with AutoPay.
Cancellation: You cannot cancel online. You must call 1-888-649-2716, email, or submit a form. If a pet passes away, Banfield may allow early termination without fees with proper documentation.
Provider restrictions: You can only use Banfield’s wellness plans at Banfield Pet Hospital locations.
Special Features
You get 24/7 Pet Chat access for veterinary advice plus a 1:1 coaching session covering nutrition, diet, and weight questions. Any Banfield location nationwide works, and you can request specific veterinarians based on availability. Services outside your plan come with discounts ranging from 5% to 20%.
Banfield Pet Hospital Affordability
When considering the costs, Banfield’s plans start at $37.95 per month for adult dogs and $26.95 per month for adult cats. You should also expect a one-time enrollment fee, which typically falls between $59.95 and $82.95. Overall, the annual costs for pets 6 months and older will range from $455.40 to $959.40.
What Drives Pricing
Unlike most pet insurance, Banfield states that pet age and breed do not affect pricing. Only plan level, location, and add-ons impact the price. This simplicity is actually refreshing compared to traditional insurance quotes that vary wildly based on your pet’s specifics.
Add-On Options
Banfield offers customizable add-ons like parasite control at discounted rates, and you can fold those costs into your monthly payment.
Available Discounts
Multi-pet households get $15 off the enrollment fee for each additional pet. Re-enrolling within 90 days of your previous plan ending waives the enrollment fee entirely.
Does the Math Work?
Here’s the honest truth. According to the ASPCA, average annual routine medical care costs around $225 for dogs and $160 for cats. That means basic Banfield plans can cost double what you’d pay out of pocket for similar services elsewhere.
The value proposition hinges entirely on utilization. Banfield claims a minimum average savings of 30% based on using all services included in a plan. Miss appointments or skip services, and you’re probably overpaying.
Banfield Pet Hospital Claims Process
Traditional claims don’t exist here. Unlike pet insurance, which may or may not reimburse plan holders for services after they are performed, Banfield clients know exactly what’s included in their plan.
Customers pay either annually or through monthly installments. When you visit for covered services, you don’t pay separately for each visit.
Filing claims: Not applicable for covered service.
Reimbursement: There are no reimbursements or direct payments since this is not insurance.
Additional services: Anything outside the plan requires separate payment, though your plan discount of 5% to 20% applies.
The upside is simplicity. Walk in, get your covered services, walk out. The downside is zero flexibility for anything not explicitly included.
Banfield Pet Hospital Customer Service
Getting in Touch
Phone lines: Separate numbers exist for enrollment (1-866-277-7387), billing (1-866-935-5738), and cancellation/general questions (1-866-649-2716).
Around-the-clock help: An unlimited 24/7 veterinary advice service lets you upload pet videos to get guidance.
App Experience
Ratings look good: The app scores 4.8 out of 5 from over 80,000 reviews.
What it does: View and download medical records, find nearby hospitals using location services, and manage appointments.
What users complain about: Buggy behavior, including images that won’t load, crashes, and login credential problems. Some users report navigation buttons overlapping with phone interface elements.
What Customers Actually Say
BBB: A+ rating without accreditation.
Trustpilot: 1.4 out of 5 stars from 559 reviews, rated as “Bad.”
Reviewers frequently express dissatisfaction with payments and unexpected charges. Many felt pressured into purchasing wellness plans without fully understanding the terms and conditions.
Sitejabber: 1.3 stars from 38 reviews. Dissatisfied customers frequently mention the wellness plan as their main frustration.
PissedConsumer: 1,921 reviews averaging 1.8 out of 5.
The pattern across platforms is consistent: people feel blindsided by contract terms and struggle to get out when things go wrong.
Banfield Pet Hospital Customer Highlights
When It Works Well
Positive experiences with Banfield do exist. For example, one customer called their visit the best they’d had in over 50 years, praising how the vet sat down, explained everything thoroughly, and kept their puppy calm. Additionally, long-term customers, some with over 12 years on the wellness plans, report being satisfied with both the quality of care and the value. In fact, some customers credit the included biannual blood work with helping them catch health issues early enough to treat proactively.
When It Falls Apart
Contract headaches dominate feedback, with customers reporting difficulty canceling plans and feeling the company puts profits above pet welfare. Surprise charges also sting, as one customer reported getting hit with over $1,200 in dental costs despite being told everything looked fine months earlier. Furthermore, the contract is relentless, as multiple customers report being forced to continue paying after their pet passed away until the contract term ended, proving death doesn’t free you from the obligation. Finally, appointment chaos is a frequent issue, where overbooking leads to last-minute cancellations, sometimes a week after confirming, and reaching someone by phone proves nearly impossible.
Pros and Cons of Banfield Pet Hospital
Pros
- Your plan travels with you. With locations everywhere, relocating or traveling doesn’t mean starting over with a new vet. You can visit any Banfield Pet Hospital nationwide.
- Budgeting becomes automatic. Optimum Wellness Plans have predictable costs so you can budget accordingly. No mental gymnastics trying to save for that annual checkup.
- Solid preventive package. Plans include unlimited office visits, two comprehensive exams, routine vaccinations, and diagnostic testing.
- Corporate stability. Mars Inc. has deep pockets and a clear commitment to veterinary services. This company isn’t disappearing overnight.
Cons
- Emergencies and illness? You’re on your own. Banfield does not cover accidents, injuries, pre-existing conditions, or illness treatment.
- The contract locks you in tight. Canceling early means paying for the full term or services already rendered. Flexibility doesn’t exist here.
- Banfield or nothing. You can only use these plans at Banfield Pet Hospital locations. No convenient location? No value.
- Customer satisfaction is a concern. A 1.4 Trustpilot rating and 1.8 on PissedConsumer reflect widespread frustration that’s hard to dismiss.
Our Verdict & Score for Banfield Pet Hospital
Banfield’s wellness subscription makes sense for organized pet owners who will maximize every included service, have a convenient location nearby, and clearly understand they need separate insurance for anything beyond routine care. If commitment freaks you out or your schedule is unpredictable, look elsewhere.
Recommended for:
- Pet parents who benefit from forced structure around preventive care and need monthly budgeting help
- Anyone living or working near a Banfield who appreciates the PetSmart convenience factor
- New puppy and kitten owners wanting to bundle first-year essentials
Not ideal for:
- Anyone expecting coverage when their pet gets sick or injured (consider Embrace pet insurance)
- Pet owners who value choosing their own veterinarian (consider Lemonade pet insurance)
- People whose circumstances might change within a year (consider Pets Best pet insurance)
- Those without a Banfield location that’s actually convenient
Our Methodology
Scoring weights:
Financial Stability: 20% Coverage Options: 10% Affordability: 30% Claims Process: 20% Customer Service: 20%
Methodology
Our evaluation weighted five categories based on their importance to the average pet insurance buyer:
Affordability (30%): We compared pet insurance premium costs across multiple pet profiles, factoring in available discounts and fee structures. Pets Best’s industry-low prices drove their strong score here.
Claims Process (20%): We evaluated submission options, processing times, reimbursement speed, and the availability of direct vet payment. Multiple submission methods and reasonably fast processing earned a solid score, though customer friction reports prevented a higher rating.
Customer Service (20%): We assessed accessibility, digital tools, and customer satisfaction metrics from Trustpilot, BBB, and Reddit. The BBB complaint situation and app issues significantly impacted this score.
Stability (20%): We examined A.M. Best ratings, years in business, corporate backing, and regulatory standing. Strong financial backing, offset by mixed underwriter ratings, resulted in an above-average score.
Coverage Options (10%): We reviewed plan variety, what’s covered and excluded, waiting periods, and special features. Comprehensive offerings with genuine customization options earned a high score, with waiting periods being the main drawback.
Our review methodology weighs five key factors to generate overall scores. We analyzed 20 pet insurance providers across identical criteria, then applied a curve based on the top performer to ensure fair comparisons.
How Banfield Scored
- Financial Strength: 8/10
- Coverage Options: 5/10
- Affordability: 6/10
- Claims Experience: 6/10
- Customer Experience: 4/10
- Overall Score: 7.3/10
Check out our complete methodology and see how every provider stacked up in our Pet Insurance Reviews.
Frequently asked questions
Answers to your questions about Banfield Pet Insurance.
Before signing up for Banfield’s Optimum Wellness Plan, it’s important to understand that these plans are wellness subscriptions focused on routine and preventive care, not pet insurance. They do not cover emergencies, accidents, or illnesses, and typically require a 12-month commitment with penalties for early cancellation.
Banfield’s wellness plans are ideal for pet owners who want help budgeting for routine vet visits, those with healthy young pets needing preventive care, and pet owners who appreciate convenient locations inside PetSmart stores. They are less suitable for those needing coverage for emergencies or illnesses.
Benefits include widespread location access, no surprise bills since plans include the cost of covered services, unlimited office visits, and the ability to access 24/7 Pet Chat for veterinary advice, making it easy to manage your pet’s routine health needs.
Drawbacks include lack of coverage for emergencies and illnesses, a binding 12-month contract that’s hard to cancel early, restrictions to only Banfield locations, and mixed customer satisfaction ratings, often related to billing issues and difficulty cancelling.
Banfield’s plans start around $26.95 to $37.95 per month, with annual costs potentially ranging from about $455 to $960. While they offer predictable expenses, they may cost more than paying out-of-pocket for routine services elsewhere, and savings depend heavily on utilizing all included services.
