Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from our client Mr*** Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets We appreciate the opportunity to address this matter Wellness 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 away The first time Mr [redacted] contacted our Wellness Plan Relations team on March 2, he was informed that [redacted] had received services and discounts with a retail value totaling $and that he had only paid $(payments @ $29.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $ [redacted] received services and discounts with a retail value totaling $and Mr [redacted] has only paid $(payments @ $39.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $ According to the agreements 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details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementMr [redacted] may also contact us via phone to cancel the plans and make a one-time payment of the balance owed for services already received

Thank you for forwarding a copy of the complaint from our clientBanfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets Banfield 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 OWP Although the OWPs cover unlimited office visits it only covers a select preventive care packagesIn this case both Fitz and Attie could return for a physical exam at any point however the bi-annual comprehensive examinations, of which the plan covers two a year, had already been used from the current planThe recommended comprehensive exam, bloodwork and vaccination would not be covered under the current plan as these services had all been consumed, the plan would need to be renewed in order to cover these services It is our understanding that a prescription card refill was authorized and provided on December 16, Currently the OWPs for Attie and Fitz are set to expire on December 22, and have been paid in fullAs the services and discounts received from the plan far exceed the amount paid into the plans no refund will be provided

We have been speaking with Ms [redacted] directly regarding her pet's post operative careThe neuter and hernia repair were completed appropriately and without complicationsAfterward the hernia incision re-openedThis can ocurr if the pet is to active after surgery, an e-collar is not worn at all times or if the pet is allowed to lick at the incision [redacted] was recently examined and treated at our Apple Valley locationIt is our understanding that through conversations with the local hospitals this matter has been fully discussed, addressed and resolvedNo refund of the original procedure was provided as it was completed appropriately [redacted] was treated with staples and antibiotics for the wound re-openingIt is our understanding that he is recovery well and Ms [redacted] will continue seeking care at the Apple Valley location

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 PetsAccording to our records the local hospital contacted Ms [redacted] and discussed and resolved her concernsThe Wellness Plan was cancelled at no additional cost on 11/3/16, as a client service gesture, however the decision not to issue a refund was made after reviewing the medical care in this case

Complaint: [redacted] I am rejecting this response because:again blatant lies being told I was reachable and talked to my husband the entire time he was at the vets officeLie number one being told Lie number two when I spoke with the hospital manager she asked if I wanted the vet to call me explaining the treatment I told her I didn't need to talk with the vetI also told her I filed a complaint and was waiting on the phone call from the corporate offices At that time I had already spoke with another vet and was told there was no reason vaccines should have been with heldThe other vet also told us that two more visits was excessive The price for the visit was more than double what the vet would have charged us Lie three we were told that our dog received his vaccinationsIt wasn't till the manager I spoke with told us the third visit would have been for vaccinationsWe were quoted for vaccines and never once during the visit were we told our dog would not be getting his vaccinationsBi can continue in and on and on Again I am out 200$ for my dog and the second vet we went to to get him treated correctlyBanfield made him times worseI will not stop till I am refunded Corporate can contact me at any time I am also close to filing a lawsuit against this company if they can not cooperate and stop lyingSincerely, [redacted]

Mr [redacted] has spoken to several individuals regarding his concernsThe wellness plan, multiple preventive care services included on the plan, the upgrade/renewal to include the surgery, and the cancellation process, etchave all been explained by different individuals and teams both at the hospital and corporate levels Mr [redacted] paid monies owed and cancelled the plan on February 24, As there was a slight overpayment ($45.94) Mr [redacted] should have received a credit from the hospital

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 awayWhile unlimited office visits are included in the plan, and while Banfield Pet Hospital tries to accommodate emergencies to the best of their ability, they are not always able to do soNor is the availability of appointments guaranteed to Wellness Plan holdersWe understand that the associate present at the [redacted] Banfield Pet Hospital attempted to find another Banfield in the area whom might be able to accommodate Ms***’s pet, but unfortunately none wereShe was then referred to an emergency hospital, or gave Ms [redacted] the option of dropping off her pet to be seen the next dayMs***, according to the records, brought [redacted] to an emergency hospital for treatmentReasonable effort was made to assist Ms [redacted] at the hospital to accommodate her pet as soon as possibleWe also understand that DrDanny S [redacted] has attempted to reach out to Ms [redacted] regarding any concerns she has with the [redacted] hospitalOur records indicate that Ms [redacted] initially contacted the Wellness Plan Relations team to cancel her plans on March 12, At that time, the associate speaking to Ms [redacted] offered to waive one payment on each plan in encouragement for her to keep themShe was also advised of her plan anniversary dates: May for [redacted] and April for ***At any time between those dates, Ms [redacted] had the option to again request the non-renewal of her plansOn May 20, Ms [redacted] was refunded the final payment made on [redacted] prior plan year, and the payment was subsequently waivedMs [redacted] contacted the Wellness Plan Relations team again on June 20, to discuss downgrading ***’s planMs [redacted] called again to update her credit card information on [redacted] plan on August 27, At no time did she express concern over the fact that her plan continued as it had each year since these Agreements were initiated in Please also note that the banking systems will automatically update information when cards change; this is usually done by the bank and for the client’s convenience as the bank cannot release confidential banking information to a company upon demandIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $35.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $ [redacted] received services and discounts with a retail value totaling $1,Ms [redacted] has paid $(payments @ $42.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreements signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil Ms [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 forwarded onto the credit reporting agenciesWe also encourage Ms [redacted] to reach out to the [redacted] hospital directly if she has additional concerns

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 matterBanfield 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 offer our condolences for the loss of Mr [redacted] ’s pet ***We were not notified of ***’s passing so were not aware her Wellness Plan needed to be discontinuedAs a client service gesture Banfield will waive the remaining balance owed from the services rendered and the plan for [redacted] will be cancelledThere will be no further collection attemptsPlease accept our sincere condolences on the loss of ***

Banfield Pet HospitalÒ prides itself on providing excellent client service and quality medical care for Pets One of the most important criteria for the delivery of veterinary medical care at Banfield is a polite, effective, comfortable, and open avenue for communication with our clients Additionally, shared confidence between client and doctor is an essential component of an effective veterinary-client-patient relationship After careful consideration of the professional relationship between Mr [redacted] and Banfield Pet Hospital and the recent inappropriate interactions, we felt it was in the best interest of all involved for Mr [redacted] to find a new facility to have veterinary services provided to his pets We have addressed the medical concerns previously were unable to resolve this matter to Mr [redacted] ’s satisfactionBanfield considers this matter closed at this time

Banfield has spoken with Ms [redacted] on several occasions regarding her unpaid OWP balance and the collections account Banfield 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 OWP As indicated in the terms, as indicated in the terms if a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts dueHowever, if a monthly payment is past due for days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installmentsBanfield is entitled to collection costs if client fails to make payment on the OWP As Ms [redacted] stopped making payments on the OWP after March 26, The OWP was automatically cancelled on August 27, 2016, more than days after the last payment was made This is a valid debt (see attached agreement)As we indicated previously¬¬ we may be able to offer Ms [redacted] a settlement offer but as indicated in our prior response she must contact us directly to discuss a possible settlement

Complaint: [redacted] I am rejecting this response I spoke with the representative who told me that it was ok to black out the other information that did not pertain to Banfield The statements that I sent in showed that the bank paid the amounts in question and not that they were attempted If a transaction had been returned, the statement would have said returned, not posted I am insulted that Banfield continues to deny the fact that my account was charged in error and continues to refuse to take ownership for their error.I have not received a call from Banfield to my knowledgeHowever, if they did, I have expressed to them in messages and my voicemail states that if you can not reach me that it would be best to email me They have not sent me an emailI am not sure why Banfield is not respecting the fact that I am working and can not sit by the phone and wait for a call from them They want me to work around their schedule and wait for a supervisor to call me back in to hours but are not also respecting the fact that I have obligations as well and work with me to figure out a mutually conducive time for us to communicate As they stated, I have called back and spoken with representatives who continuously tell me that a supervisor will call me backI have a full investigation going with the bank at this time and they have once again confirmed that the account was drafted in error(Paid, not attempted) At this time, I am not sure how many additional families' accounts have been fraudulently impacted by similar errorsI understand that errors occur but to continuously avoid resolving the issue is an insultThen to threat me that no more will be waived as if I am at fault in this situation add further insult to injuryI would like a call from a representative at the Revdex.com at this time so that I can discuss an actual solution Will you please let me know how I can reach someone in order to figure out what steps need to be taken to truly resolve the issue? Email works best for me due to my work schedule Thank you and I eagerly await a response!Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: If we were to be technical about this, you're right I entered an agreement as told by your techs at banfield in north canton that ***'s entropian surgery could be performed there and at a discounted rateThat was not the caseThe amount of "services" provided do not equal out to be the amount you're requestingI spent more than enough going else where to have the surgery operation performed by a different vet while you still wanted the monthly amount given to you as well which doesn't make senseBanfield of North Canton was supposed to be my vet it didn't say certain surgeries weren't performed thereI was told everything would be handled there as we knew since he was a baby it was required and they were awareThe tactics used to get me to enroll in this plan were falsifiedIt's not accurate the terms you're speaking of we're not the terms explained to me and they were not listed in the agreement I signedYou're right you can't remove it from a credit report without you waiving the debt The surgery ended up costing me over dollars elsewhere and the terms of his surgery were not negotiable [redacted] should not have had to be in pain unless I wanted to neuter him which is not the vets decision that's cruel and I shouldn't have had to travel to a far away banfield to have the operation done if I did so choose to allow you to neuter him which the other vet office found was not your choice as well I was lied to and misinformed and the services of the plan were not providedIf I didn't receive what was negotiated why be responsible for it? On a personal level, in all honesty, how would you feelWould you be satisfied? This is irrational and unfair and doesn't effect you at allIf you want to take this out on anyone, take it out on the north canton banfield and the lady who falsely provided me information at the time of enrollment and the vet at the banfield office who obviously is under qualified to perform the operation comfortably

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 have no documentation of any attempts made to cancel any of the three Optimum Wellness Plans on file until December 30, Thus, ***’s plan renewed accordingly in June, Our records also show that the payment information on ***’s plan was updated at the hospital on January 23rd, At this time, our records indicate that Ms [redacted] was in the hospital on that date for an appointment with her pet, [redacted] Dated and signed authorization forms confirm her presence, and such a change could not have been made without her authorization, nor without her providing the credit card informationWe have on file Treatment Plan dated November 6, which was signed by Ms [redacted] authorizing those services and approving the estimated costsThis has been provided for referenceOn the date that these services were rendered, which included a full comprehensive exam, blood work, and vaccinations, Ms [redacted] paid a balance of $The total retail value of Wellness Plan services received and approved of by Ms [redacted] on that day equaled $Ms [redacted] has paid $(payments @ $24.95) towards those servicesThe total cost currently owed to cancel ***’s Optimum Wellness Plan is $Ms [redacted] is welcome to either pay that amount, or the remaining balance owed for the retail value of the approved services, equal to $As these services were authorized by Ms***, this balance is owed and is valid

We would like to thank Ms [redacted] for sharing her concerns with us again via the Revdex.comMs [redacted] first informed us of her concerns on April 19thAs this matter involves the medical care provided to [redacted] , Ms [redacted] and Ms [redacted] pet, we ask that Ms [redacted] return the messages left for her by the local hospital leadership and Chief of StaffThey have called, leaving messages, requesting a return call to discuss these concernsUntil that conversation occurs we are unable to make any alterations to, or cancel the plan

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 your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter

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 On April 19th, [redacted] presented for a comprehensive examThe doctor called and left a message detailing the abblood work and suspected heart diseaseMr [redacted] was offered diagnostics (including x-rays) and medication which he declinedMr [redacted] then went to another veterinarian where he agreed to have x-rays performedThese x-rays showed a tumorThese records has been reviewed by the Area Medical Director and it has been determined there is no reason for a refund to be given for either the visit to Banfield or the visit to an outside veterinarian In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, if an agreement is cancelled before the end of its annual 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) In this case, [redacted] used $in service and Mr [redacted] paid $The balance due is the cost of the remaining payments on the plan or $In an effort to resolve this matter, we will waive this balance As the Banfield medical team recommended appropriate diagnostics which were declined we will not be reimbursing any fees/funds at this time

Thank you for forwarding a copy of the complaint from our client Mr [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets We appreciate the opportunity to review his concern and address it with our hospital teamsThey hospital teams are correct that the plans offer a discount to the fees associate with the care provided by the wellness plans Optimum Wellness Plans are designed to provide annual preventive careThey include head-to-tail exams, vaccines, early screening diagnostics, consultations for proper nutrition, dental care and more! Because pets need ongoing preventive care, wellness plans automatically renew at the end of each twelve month period (unless paid in full at enrollment)Optimum Wellness Plans are not insuranceInstead they are affordable packages of recommended preventive care that can save you money and deliver care to your pet in these key areas: twice-a-year comprehensive exams, dental, behavior consultations, parasite control, nutrition and vaccinations Beyond preventive care basics, each plan offers unlimited office visits and other services to monitor, maintain and improve your pet’s healthThe services provided under the plan are discounted 50-60% and then the total package fee is spread across equal payments Additionally the plan provide discounts for services not provided under the planDiscounts range from 5% to 20% off depending on the plan level selected and office visits are always no additional chargeDiscounts apply to nearly all non-wellness plan Banfield services and productsExceptions include therapeutic diets and PetSmart services or merchandise

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 rectify this matterWe are very sorry to hear of Mr***’s lossThe March and April payments on [redacted] Optimum Wellness Plan have been refunded to the card on fileMr [redacted] should see the refund of $reflected in his account within three business days, dependent on bank processing

Thank you for providing Mr***’s responseAs Mr***’s concerns are directly related to the cost of care provided, and the treatment plan developed by his local Banfield Pet Hospital, this is best addressed by the local hospital teamPricing also varies from region to region based on numerous factors including everything from property value to cost of shipping, and so is best discussed by those directly familiar with local market valuesDue to this, and the fact that pricing for the total treatment is directly related to the recommended treatments proposed by the attending veterinarian, we are regrettably unable to address Mr***’s concerns through this venueWe understand that the leadership responsible for the [redacted] hospital had made multiple attempts to contact Mr [redacted] regarding this matter and we request he reach out to them directly for assistance

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 your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matterWe have also involved their Field Leaders in these communications