I have been a customer for over 12 years. My wellness plan payment became past due for 3 pets, even after I gave them an updated credit card to charge. Therefore they cancelled my plan and were not willing to reinstate even after I paid the past due amounts. They also made me pay the remaining balance for the rest of the year (over 6 months worth) and I couldn't finish using services owed on the plan. Collections continued to harrass me for 2 months after payment was made. Because of the poor service I decided to cancel my 4th pet's plan. The plan had been renewed before I cancelled and I was charged for one month which they refused to reimburse me for even though I didn't use any of the services. I always liked the vets at my Banfiled, but I have finally hit the limit with their poor customer service and insurance rip-off scam. They expect you to pay for services, but won't give you services you are owed or reimburse you for a plan you didn't use.So much for being a loyal customer.