Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because: I was not contacted by any sort of higher entity, I merely recieved a voicemail from the same person I complained about providing me with the same phone number I called and got no assistance recieving a refund fromI do not wish for them, especially that particulr person to contact me furtherI just want my money refunded since the last appointment I had since every attempt since has been unsucessful on their end and I therefore was denied a service I paid forSincerely, [redacted]

As Ms [redacted] was listed as a co-owner/authorizer, signed the agreement and was listed as the payer on the plan we will be seeking the monies owed from Ms [redacted] The debt will be removed from Mr [redacted] ’s credit report as an ‘invalid account’

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets Although we appreciate the opportunity to resolve any and all client concerns, we do not feel that this avenue of communication is appropriate for concerns of a medical nature This concern would be best addressed directly with the attending Veterinarian We have passed on these concerns to them and their leadership and they will be following up with the client within the next 3-business days

Thank you for forwarding a copy of the complaint from our client [redacted] ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, if an agreement is cancelled before the end of its term, the client is responsible for the remaining payments on the plan or the full retail value for services and discounts used under the plan, less payments received (whichever is less) regardless of Pet status including Pet death or Pets given awayIn this case, [redacted] received services and discounts with a retail value totaling $Mr [redacted] has paid $(payments @ $34.95) towards the services receivedFour payments were waived as a client service gesture in light of Mr***’s loss (for a total of $139.80)The amount owed to cancel the Optimum Wellness Plan is $Please note that these services and discounts are in reference to everything received after the July 10, renewal date on Coaley’s Optimum Wellness PlanAlso, our records indicate that Mr [redacted] initially contacted Banfield to cancel his pet’s plan on November 23, At the time, the representative waived the final four payments owed on the plan, and four payments remainedThe December payment drafted without problem, but the subsequent January and February payments did notMr [redacted] now owes three remaining payments on the planAccording to the agreement signed by Mr***, he is responsible for fulfilling his obligation under the Optimum Wellness PlanUntil Mr [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: This is not the resolution I am asking for, until this is received, we are at a stand still.Sincerely, [redacted]

Thank you for forwarding a copy of the complaint from Ms [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter Banfield has not treated Ms [redacted] ’s pet, Touche, since June Banfield has not located any record of prior claims for misdiagnoses, prior complaints to MrBradley, prior CEO, or the Revdex.com, nor of any agreement regarding the OWP in question We spoke with Ms [redacted] directly on August 12, wherein she agreed to pay her remaining balance and updated her contact informationBanfield has made several attempts to contact Ms [redacted] regarding the balance due on her accountBanfield successfully left several voicemails for Ms [redacted] and mailed her several letters regarding her accountWhen the balance remained unpaid the plan was cancelled and the unpaid balance was sent to collections, in January Banfield respectfully declines the requested resolution

Complaint: [redacted] I am rejecting this response because: the day before my pet died, the woman at Banfield said if I sign up for the more expensive plan of $that I wouldn't have to pay for the XRays the pet receivedAT that point, the woman Should have verbally told me that I would be responsible for the Wellness plan even if the dog passed away, I would not have changed my plan from $to $52, Banfield has many complaints on all the review sitesThey manipulate old ladies into !Believing that the plan will save you Money, there were months I paid for the plan and my dog NEVER saw the DrThat all the great things about the plan, but they NEVER tell you verbally that things do happen after the pet diesThis is a Terrible representation of "Pet Hospital" also I was told while they were treating my dog, that I would have to go to a REAL hospital since Banfield is not a real hospital open 24/If I went to another hospital, it would have cost me More moneyBanfield is a disgrace and manipulate people, example being they just automatically renew your wellness plan without asking!! This is terribleSincerely, [redacted]

Thank you for forwarding a copy of the complaint from [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter.Unfortunately we have no record of any collections account with this client's information, for either an unpaid invoice or unpaid OWP, and are therefore unable to assist Ms [redacted] in this matterMs [redacted] will need to dispute this directly with the credit bureaus

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsAgreements may be cancelled at any timeHowever, if an agreement is cancelled before the end of its term, the client is responsible for the remaining payments on the plan or the full retail value for services and discounts used under the plan, less payments received (whichever is less) regardless of Pet status including Pet death or Pets given awayIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $44.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Optimum Wellness PlanWe understand that Ms [redacted] was able to speak with the Wellness Plan Relations team regarding her plan as of July 6, At that time, the balance was discussed and her plan was set for non-renewalThe remaining balance can either be paid off all at once, or Ms [redacted] can allow the next payment to draft as and pay the remaining balance prior to the August 19th draft dateAfter the next payment is drafted on July 19, 2015, Ms [redacted] ’s owed balance will be $

Thank you for forwarding a copy of the complaint from our client [redacted] ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, if an agreement is cancelled before the end of its term, the client is responsible for the remaining payments on the plan or the full retail value for services and discounts used under the plan, less payments received (whichever is less) regardless of Pet status including Pet death or Pets given awayIn this case, [redacted] and [redacted] received services and discounts with a retail value totaling $and $respectivelyMr [redacted] has paid payment of $towards the services received for each petsIn this case amount owed to cancel the Optimum Wellness Plan is $for each planThis would be the total of the remaining payments for the Wellness PlansThis amount is due since the retail costs of the services provided exceed the cost of the Wellness PlanAccording to the agreement signed by Mr***, he is responsible for fulfilling his obligation under the Optimum Wellness PlanUntil the client details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agenciesDue to the services provided under the plan we are unable to offer to waive this balance as it is due to cover the costs of services that were authorized through the signed authorization to provide care and utilized by the client under the Wellness Plans that were enrolledBoth plans have been set to not renew and will expire automatically at the end of the current plan year or once the remaining balance has been paidIf the client has any concerns regarding what services were provided they are able to request a copy of the invoice for their visit which contains an itemized list of the services that were provided from the Wellness Plan and the cost associated with each service

Complaint: [redacted] I am rejecting this response because: My puppy brought home a sickness from Banfield and it got all my other dogs sick and costed me a lot of moneyI want reimbursement! I attached all vet bills previouslyPlease help get my money back!!! Sincerely, [redacted]

Although many of the things that Banfield has stated in this lengthy reply are true, the most material and critical fax that they stated are falseBanfield absolutely did not explain the fact that these were month contractsContrarily they explained none of this to me had me sign a digital screen and then afterwords do not even purport to have provided me the contract related to what I signedIt is against the law to bind somebody to a contract without them first being informed of the material facts, and I would say that a month term is absolutely a material fact.Video sureillance will cooraborate my claims Pull the video Banfield [redacted] *** Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter We do apologize that you were dissatisfied with the experience you had with this hospital however as the local hospital did offer flea treatment for your pet, and as this was declined by you, Banfield will not be providing a refund for your pet's grooming serviceFurthermore the medical examination and recommendations were appropriate for your pet, exam findings and presentationWe would encourage you to speak with the attending veterinarian team in order to discuss these findings and recommendations as soon as possible

Complaint: [redacted] I am rejecting this response because: At no point was I told that I had to call back and make sure no more payments would be taken out of my account once my balance had been paid in fullThe employee I spoke with told me I could split my remaining balance into three payments and that the last payment would be taken out in October, he never mentioned anything about having to call backI find it rediculous and shady for that to a term in a contract, it make one think about how many other people who do not take a careful look at their bank statement are still being jipped out of their hard earned moneyConsidering that term of no refunds is in the contract you would think that upon cancelling the contract the employee you speak with should mention having to call back, but convenientley forgot mention that stipulation on the phoneI feel that it is bad business on Banfield’s part to keep taking money from customers even after they have paid in full for a service Sincerely, [redacted]

Thank you for bringing this concern to our attentionWe are aware of Ms [redacted] 's concerns and of on-going communications from the local hospital and field leadersThis representatives are the appropriate individuals to discuss and address Ms [redacted] 's concernWe would respectfully request that she continue her discussion with these leaders at this time

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterIn reviewing this matter, we do not have on record that Mr [redacted] contacted the Wellness Plan Relations team regarding the requested cancellation of his plan until September 21, At that time, his plan was set for non-renewal due to services having been rendered from the plan since its February 18, renewalOur agreements do indicate that our plans automatically renew, and clients are required to initial their understanding of this clause when instigating plansHowever, we have determined that since the renewal, Mr [redacted] had not authorized the services from the Optimum Wellness Plan to be usedWe believe that this occurred due to miscommunication between Mr [redacted] and his local Banfield Pet Hospital upon providing authorization of care for [redacted] to the Keystone RescueThis has been verified and now that this error is known, we will do what we can to rectify this as soon as possibleMr [redacted] ’s plan will be cancelled immediately and all payments made since the February 18, renewal will be refunded to the card on file (ending in ***)This is refund will be in the amount of $295.50, or ten payments of $eachThis process can take up to three business days depending on bank processingWe sincerely apologize for the frustration Mr [redacted] has experienced in this situation

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWe are very sorry to hear about the loss of your beloved petBanfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients can elect to spread the cost of the OWP over a year with equal monthly payments or they can elect to pay up front for the entire annual cost of the OWPAs indicated in the terms, OWPs auto-renew on an annual basisAlso, as indicated in the terms a client can cancel an OWP at any time but if cancelled four or more days after the effective date, Banfield is entitled to recover the lesser of (1) the retail value of services used under the OWP or (2) the remaining monthly payments due under the terms of the OWPWe understand the OWP was cancelled on the date we were notified of the pets passingAs a customer service gesture the current plan year payments were refunded to the credit card on file

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this initial resolution is satisfactory to meWe will expect to hear from the local Banfield by next week.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Well, does Banfield have recorded the times that I called in to book an appointment? I tried scheduling an appointment before my plan expired, but the office was booked and they were unable to accommodateI was able to book an appointment on Saturday, November but when I finally booked the appointment this important detail was left ofThey allow me to make the appointment and when I came in, I was informed my plan had expired and that I had to come out of pocketKeep in mind, I came in days after the plan had expired, is not like I came in a week or a month laterIs there anything that can be done, where I don't have to come out of pocket? Please make an evaluation of how much I paid for this plan and only used once Sincerely, [redacted] ***