Brand Overview: VetBilling
VetBilling is a payment management platform designed specifically for the veterinary healthcare sector. Founded in 2014 by Suzanne Cannon and Tony Ferraro, it operates as a specialized division of Electronic Billing & Customer Support (EBCS) / Total Financial Services, Inc., which was originally established in 1986. The brand was created to provide veterinary clinics with tools to offer flexible, in-house payment solutions for pet owners facing unexpected veterinary expenses.
Contact Info
Customer Support Email: [email protected]
General Email: [email protected]
Customer Support Phone Number: 888-423-6906
Toll-Free / Sales Phone Number: 800-766-1918
Industry and Operations
VetBilling operates within the financial technology and veterinary billing management sector. Unlike traditional third-party consumer lenders, VetBilling does not directly finance loans. Instead, it provides cloud-based software and payment administration services that allow veterinary clinics to create, customize, and manage their own in-house payment agreements with pet owners.
- In-House Installment Plans: Allows clinics to approve and structure custom payment terms for treatments, procedures, or emergencies without relying solely on traditional hard-credit financing.
- Automated Debiting: Processes scheduled payments through automated electronic fund transfers from client bank accounts or credit cards.
- Pet Savings and Pre-Payment Plans: Enables pet owners to budget and set aside money in advance for future veterinary care.
- Wellness Plan Management: Supports veterinary clinics in offering recurring subscription or membership plans for routine and preventative care.
- Accounts Receivable & Follow-Up Services: Tracks repayment statuses, manages reattempts for failed transactions, handles client payment support, and offers optional credit bureau reporting.
User Sentiment
While many pet owners rely on payment plans to access necessary care, negative feedback and user complaints generally center around account fees, rigid automated withdrawal policies, and collections communications.
- Enrollment and Administrative Fees: Users frequently report frustration over upfront, non-refundable account enrollment fees as well as recurring transaction fees added to each installment.
- Failed Payment and Reprocessing Penalties: Pet owners express dissatisfaction with substantial penalty fees applied when an automated withdrawal fails or is declined by their financial institution.
- Strict Collection Outreach: Multiple complaints cite aggressive or frequent contact attempts—including phone calls, messages, and emails—when payments are missed or past due.
- Confusion Over Financial Responsibility: Borrowers sometimes misunderstand that VetBilling is merely a billing administrator rather than the creditor, leading to disputes regarding practice-controlled policies, balance disputes, or credit bureau reporting.
- Difficulty Modifying Scheduled Payments: Some clients experience difficulty quickly adjusting debit dates, canceling drafts, or securing temporary relief during unexpected financial hardships.
Share Your Experience
If you’ve experienced issues with VetBilling, you’re not alone. Share your experience or file a complaint on Xolvie to let your voice be heard.