Banfield Pet Hospital

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and after speaking with a manager on the phone, and receiving a full refund for my visit, I find that this resolution is satisfactory to me

Mr [redacted] has elevated his complaint to North Carolina's Department of Justice/Consumer Protection TeamWe will be responding to this matter through them at this time

Thank you for forwarding a copy of the complaint from our client 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 Ms [redacted] presented her pet Khaleesi for care on March 1, Initial Ms [redacted] presented [redacted] for a dental cleaning and mass removal, however after pre-anesthetic screening was completed Ms [redacted] was contacted by DrE [redacted] to discuss some concernsAs prior cytology results revealed the masses were “probable mast cell tumors” and as there was an ulcerated mass there were additional concerns to considerIt was explained further that as any or all of the tumors could be mast cell tumors there were additional risks of serious complications with their removalAs the removal of the tumors were more complicated it would elongate the time under anesthesiaIt was also discussed that as these would need to be sterile procedures we would not be able to complete the dental cleaning at the same time After additional conversations with Ms [redacted] she opted to remove the two most concerning massesIt was again discussed that we would no longer be able to provide the dental from her OWP that day and that the new estimate was for the procedure without the dental As all recommendations were in the best interest of the pet and were all discussed with and approved by Ms [redacted] there will be no reimbursement or free services granted in this matterThis decision was also discussed with Ms [redacted] previously

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 We appreciate the opportunity to address this matter.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 Chief of Staff Veterinarian overseeing this location 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 Pets We appreciate the opportunity to address this matter.We have reached out to Ms [redacted] at the telephone number provided with additional questions regarding her concern, and are awaiting to hear back from herWe wish to clarify which of the three Optimum Wellness Plans Ms [redacted] currently has for her pets that she would like to discontinueUpon understanding exactly what she wishes to do, we will be able to find a mutually agreeable resolution to her request

Complaint: [redacted] I am rejecting this response because:Banfield states and feels they are not at fault for an exam which should have been mor thorough to notice the broken femur boneIf it had been diagnosed this whole situation would not have happened and I would have taken the puppy back to the pet store and gotten a refundWe would have also never incurred the cost of the surgery and other vet billsThe pet store stated that they are not responsible based on the feedback from the vet given at the time of the exam and that due to our vet, Banfield, not properly diagnosing the puppy it is their fault eitherNo one is taking any responsibility and I am the victim and so is this poor tripawdWe only needed help with the cost of the surgery and are dealing with everything else on our own On another note we have always been happy with the care at Banfield and loved the staff there over the past 5+ years we have been thereRecently, within the last 8-months changes with new management, lack of vets has certainly changed your Killeen facility and providede poor quality care, rushed appointments, and attitudesIt is indeed a shame this situation had to happenI am get that I am only one customer to you and probably don't matter but how many other customer do you have that are experiencing the same thing? I can say that I strongly feel that if we had our olf doctor who used to work there this would not have been misdiagnosedThe old staff was always thourough and knew our family and pets when we walked in the door that is something very inviting for a business to doSo my question to you is as there are xrays to prove this is a historical fracture, will Banfield help and be willing to go to court against the pet store who is claiming it is Banfield who is at fault?

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 PetsAlthough 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 natureThis concern would be best addressed directly with the attending VeterinarianWe understand that Ms [redacted] had previously filed a formal statement with the Client Advocate Team at Banfield Pet Hospital, and that her concerns were forwarded to the appropriate hospital management and leadershipWe understand that the practice manager, Alexis S***, spoke at length with Ms [redacted] regarding her concernsThe matter was reviewed by both DrCorey Z [redacted] , the Chief of Staff, and DrKelly D***, who was the veterinarian on the second visitThe medicine performed by the hospital was deemed appropriate and thorough, and no reimbursement was deemed appropriateIf Ms [redacted] would like to discuss her concerns further, we encourage her to reach out directly to either DrZ [redacted] or to the practice manager, Alexis S***, directly

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 PetsAlthough we appreciate the opportunity to resolve any and all client concerns, we feel that this concern would be best addressed directly with the attending VeterinarianWe appreciate any opportunity to resolve client complaints and will be communicating directly with our client regarding her concerns

I apologize if Ms [redacted] had difficulties in contacting our call centerI see in the notes on their account that they spoke with her on 6/9/and were notified that she would have her husband contact usOur contact center team reached out again on 6/27/and were told that it was a bad time and to call back later.On 7/3/we received an email from the [redacted] requesting that we cancel their Wellness PlanPer the terms of the agreement their OWP was set to not renew at the end of the contract and they were notified of their options to cancel the OWPWe received an email in response stating that they will not be paying anythingWe also received a second response that day saying that they would not pay and would file a complaint with the Revdex.com.In this case, [redacted] received services and discounts with a retail value totaling $Mr [redacted] has paid $(payments @ $and payments @64.15) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Mr [redacted] , he is responsible for fulfilling his obligation under the Optimum Wellness PlanA copy of the signed Optimum Wellness Plan Agreement (which includes the Terms and Conditions for cancelation and rehomed pets),has been attached to this response for reference.If Mror Ms [redacted] is interested in paying off the remaining balance and cancelling their OWP they can contact our Wellness Plan Relations Team at 1-888-649-

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 matterOur records indicate that Ms [redacted] did contact the Client Advocate Team on January 22, At that time, a formal statement was filed and submitted to the leadership responsible for the Lake Oswego, OR Banfield Pet HospitalThe purpose of the Client Advocate Team is to document concerns and forward them to the appropriate leadership, thus ensuring that leadership group contacts the clientThe Client Advocate Team’s purpose is to document, as they are no in a leadership role, they are unable to address the client concerns directly and therefore would not be the party to call the client in response to such mattersIn this case, the practice manager, Andrew F*, contacted Ms [redacted] to address her concernsThis was in response to the formal statement filed on January 22, We understand that MrF [redacted] was able to address Ms [redacted] concerns and we now consider this issue closed

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 PetsAlthough 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 natureThis concern would be best addressed directly with the attending VeterinarianWe have passed on your concerns to the leadership team responsible for this hospital and we highly encourage you to communicate with them directly regarding this matter

We are sorry for your recent difficulties scheduling and we appreciate you speaking with both the home office and the hospital leadership regarding these concernsOur teams do make every effort to see our clients by offering drop offs and same day appointmentsWe are sorry if this did not occur in your caseWe are working hard to address the lack of veterinarians the profession is currently facing and hope to have doctors established within the locations soon

Thank you for forwarding a copy of the complaint from our client [redacted] We are sorry to hear of his lossBanfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsAlthough 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 natureThis concern would be best addressed directly with the attending VeterinarianWe understand that Mr [redacted] ’s concerns were forwarded to the leadership of the [redacted] , [redacted] Banfield Pet Hospital, and that DrElizabeth C***, the chief of staff, spoke with Mr [redacted] Our understanding is that, while unfortunate that the hospital staff was unable to accommodate [redacted] on January 6, 2016, this does not invalidate the Optimum Wellness Plan agreementDrC [redacted] also reviewed the medical records on file and determined that the appropriate medicine was practicedMr [redacted] is encouraged to reach out to the hospital directly for any further medical concernsWellness 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 receivedThe amount owed to cancel the Optimum Wellness Plan is $(or payments @ $34.95)According to the agreement signed by Mr [redacted] , 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

Complaint: [redacted] I am rejecting this response because: I'm not totally rejecting the offerThank you for offering to get rid of [redacted] , [redacted] and *** billsSo my question about ***'s plan is when she went to the vet in March and I opened this plan back up why was her vet bill so expensive? If the plan lasts an entire year and the plan covers wellness visits what would happen if she went to her second wellness visit since she only did on visit? I'm very confused by this since the remaining balance goes all the way till the year is overWere all the services charged for the one visit and not completed yet? I can take her to any other vet for a check up which this is what it was and not pay anywhere near what this visit costI think the vet charged for stuff that she didn't receive yet and that's not fair Sincerely, [redacted]

We previously attached a copy of the notes/summary from the visit in question which does validate our prior response We have asked that the local field leadership reach out to Ms [redacted] directly in a final attempt to resolve this matterAs this time we must decline the resolution requested by Ms [redacted] Again, as all medical care and recommendations were appropriate and all care was fully discussed and authorized by the owner of record, Mr [redacted] , prior to being provided we must decline the continued request for reimbursement

Complaint: [redacted] I am rejecting this response because: I have returned the call to your representatives and left messages and no one has gotten back with me, although their message claims that the check their messages every hourI have had more time to search your website and again, no mention of the policy you quoted back to meI have attached screenshots from your website where no asterisk is added anywhere to indicate the supposed quoted policy or any type of restrictionsI know my pet and we came in for the Heartworm/Flea pills, not for the dental because we already knew that your vet would call and cut it short (as they have done the last or times he has visited), however the lady set it up as his dental examWe could have gone and gotten discounted Heartworm/Flea pills at another vet and just discontinued our Wellness Plan with you, which in retrospect is looking like the better optionWe though maybe it was a fault with this one office and we would just hit reset and go to another office nearby, but it seems like that may not happenNo where do you indicate this policy, no one advised us of it and the vet when he called us, said nothing then eitherWe filled out the form requesting to be contacted for any charges over $100, but no mention was made until we picked up our petThis seems to be the definition of a 'bait and switch' business practiceDo the right thing and erase this supposed debt.Sincerely, [redacted] [redacted]

We appreciate Ms [redacted] bringing her concerns to usWe have informed both the hospital and the area leadership of this matter and have asked that they look into this and contact Ms [redacted] directly as soon as possible

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 are sorry to hear about the loss of the client’s pet [redacted] and would like to offer our condolences during this timeWe understand this may a hard time for the client to deal with any questions or concerns they may have about the pet’s healthAny medical concerns would be best addressed with the attending medical staff at the Banfield hospital as they would be best able to answer and address any medical concerns As a client service gesture, Banfield pet hospital will offer to cancel the plan for [redacted] at no cost and waive any remaining paymentsThis would be effective immediately and the client will have no further payments drafted for ***’s Wellness Plan

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 address this matter Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts under an annual agreement that 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 In this case, [redacted] received services and discounts with a retail value totaling $Mr [redacted] has paid $(payments @ $40.20) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $361.80, the remaining payments Banfield does sympathize with the sad situation that Mr [redacted] ’s has described in which his daughter is allergic to [redacted] and therefore [redacted] was given awayAs a Goodwill gesture to Mr [redacted] , Banfield has waived the final payments from the plan ($160.80) which brings the total owed on the services rendered to $

Thank you for providing Ms***’s replyThe balance referenced in the previous response reflected the payments owed for November, December, January, February, and March (five monthly payments)The $remaining balance already took into account Ms***’s October paymentPayments will continue to draft as normal, the last due to draft on March 19,