Banfield Pet Hospital

Hi there, I first want to thank you for taking the time to write to me As I stated before, when I called the Allentown Hospital around the Sept time to make a appointment for my dog, which they could not fit me in when I needed toI told them I wanted to cancel my accountThey said nothing to me about owing anything to them I take my credit serious and I want to fix this without going to the next level If I agree to pay the past balance of the $which I am not saying I owe but willing to settle thisWill you remove this off my credit( not as paid but removed completely ) If you agree I will drop this matter and send you a check asap If you do not agree, I will be force to go to the closest magistrate near your Allentown Hospital and file a complaint with them on the grounds of the the Fair Credit Reporting Act, U.S.C§ (“FCRA”) I am seeking to refinance my house and this just prevented me from doing so I can show that I never received a debt collection letter and that I never got a chance from the Debt collector to settle this amount, which by law I get days Again, thank your time but I can't let $stop from refinancing my home Thank You I

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 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 $Ms [redacted] paid $(payments @ $37.95) towards the services receivedThe monthly payments stopped after the September payment and as the plan was on hold for over days that plan was cancelled and the unpaid monies owed were sent to collections, per the terms of the agreement In this case amount owed on the Optimum Wellness Plan is $ Banfield made several attempts via phone and mail to discuss the account status and the outstanding balanceAccording to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Optimum Wellness PlanWe encourage Ms [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-to discuss payment options

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 appropriate hospital leadershipThis has been brought to their attention and they will be communicating directly with the client in regards to their concerns

Complaint: [redacted] I am rejecting this response because: Banfield failed on many levels to provide a service they said they could I was NEVER notified of papers I needed to submit upon examI was in contact 3xs during the exam and to pay for exam that day and it was never brought up to meWhen the same exam was preformed months ago it was done properly and I never produces any forms The forms we filled out wrong again once usda received them and they had to call Banfield BANFIELD ALSO NOTES THEY MICROCHIPPED MY DOGS THAT DAY IN WHICH THEY in fact did not..One was done years ago and the other back in July when then 1st exam was done..another mistake on the papersBanfield needs to accept responsibility for their lack of communication and professionalism as well as the incompetent handling of the procedureI was told by one person there when I asked why I was not told to produce a form nor required to months ago and he stated that whoever worked there then knew the system better and that was it..it cost me an extra for paperwork that should have been done by banfield properly Sincerely, [redacted]

As Ms [redacted] has attested to, when the leadership team responsible for this location was made aware of her concerns they did reach out to her to address themAfter reviewing Ms [redacted] ’s concerns, they waived the remaining balance Ms [redacted] owed on her OWPAs Ms [redacted] received services and discounts from her OWP exceeding that which was paid into the plan no refund is warranted nor will one be grantedMs [redacted] paid $(payments of $25.95) in to the OWP and received $in services and discounts under the Optimum Wellness 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 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 @ $24.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $This balance is in reference to services rendered at the Orem hospital on March 20, and May 27, Copies of these invoices have been provided for referenceMr [redacted] did not reach the Wellness Plan Relations team to request the cancellation of his plan until June 5, 2015, at which time the previously referenced balance had already been incurred and the plan could not be cancelled until such time that the balance was paid ofcording 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 agreement

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 understand the client is unsure as to why vaccinations were not provided on the visit and what services were charged for the visit that dayBanfield encourages open communication to discuss and plan for each pet’s specific health needsThis would include when it would be appropriate to administer vaccinationsTherefore we encourage any concerns about the timing of vaccines to be discussed with the medical staff at the hospital as they would be best qualified to answer those concernsWe have included a copy of the client’s visit which contains an itemized list of the services that were provided on the visit as well as the pricing associated which each service that was rendered that dayAny client concerns about which services were done or not done would be best handled by contacting the hospital staff and the attending veterinarian

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 me Per my discussion with the hospital manager, Alice, on October 4, 2016, it was agreed to provide me with the refund I had requested in full and that a check would be sent to my home addressI received this check in the mail on October 18, I am happy to update my complaint as resolved and satisfiedSincerely, [redacted]

Thank you for forwarding a copy of the complaint from Mr [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate any opportunity to resolve client complaints and will be communicating directly with Mr [redacted] and Ms [redacted] We have asked the local corporate representatives to reach out to them prior to end of business on

Thank you for forwarding a copy of the complaint from Mrs [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets We appreciate the opportunity to address this matterWe know the decision to euthanize their beloved *** was difficult and our hearts go out to them for their lossBanfield is aware of Mrs [redacted] ’s concerns and have attempted to discuss these concerns with her directlyAs shared with Mrs [redacted] ***’s values (18) on 3/were well within the range (15-35) and DrK [redacted] re-enforced these values and the recommended Mrs [redacted] continue the dosage of phenobarbital as prescribedDrK [redacted] returned messages to Mrs [redacted] on 3/and 3/On 3/28, after Mrs [redacted] reported that she had adjusted [redacted] ’s medication dosage against medical recommendation, DrK [redacted] recommended that Mrs [redacted] set an appointment with one of the other doctors at the hospital in order to be seen sooner and discuss her concerns in personMrs [redacted] did not set an appointmentBanfield must respectfully decline to acquiesce to Mrs [redacted] ’s demand of $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 matter 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, OWPs auto-renew on an annual basisAlso, as indicated in the terms a client can cancel an OWP at any time for any reason (including transfer of ownership) 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 OWP At this time the services/discounts used from the plan far exceed what has been paid in to the planAt this time the cost to cancel the OWP to $144.75, the remaining paymentsThe remaining cost may be paid monthly or paid in full to fulfill the agreement and cover the cost of services provided for the pet

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 Veterinarian who can better answer the client’s concerns regarding their pet’s treatmentWe have passed on these concerns to the appropriate medical staff and they will be contacting the client directly in regards to these concerns

Complaint: [redacted] I am rejecting this response because: I attempted to address my concerns and issue with a variety of staff members at the facility and felt they were not understanding my issue or addressing my concerns I have elevated it with their corporate office.Thank you Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: The corporate office should have an obligation to oversee all hospital & staff under their jurisdiction & make sure that the consumer gets treated fairly & professionally & make sure they provide get all the services they are charged for, as for the nature of the complaint is has nothing to do with medical it has to do with veterinarian services charged for but not provided.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 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 $Ms [redacted] has paid $(payments @ $34.95) towards the services receivedAs a client service gesture in light of [redacted] passing, four additional payments (at a total of $139.80) were waivedThe 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 PlanWhile we understand that this is a difficult time for Ms [redacted] , this is a valid debt for services provided to her pet at her request by the [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 Pets We appreciate the opportunity to address this matter Currently we are showing the plans for [redacted] and [redacted] were cancelled to collections after being past due for more than days according to the terms and condition of the Wellness PlanIn order to remove this collection a payment would need to be made to clear this debtIn an effort to resolve this for the client, Banfield Pet Hospital is willing to settle for the amount of $to clear this balanceThis payment would need to be made directly with Banfield and can be made via debit/credit card or electronic checkThe client can make this payment by contacting our Client Financial Services team at [redacted]

Complaint: [redacted] I am rejecting this response because: we paid nearly $for services inclusive of a urinalysis that would provide us with the specific makeup of our cat's bladder stone Now, rather than telling us that the test results are not in, hospital leadership tells us the tests (which we we're charged for) have not been performed Hospital leadership has refused to deal with this issue, and just like this response, all inquiries into the lack of paid for services are being shuffled to other people This is clearly an attempt by banfield to frustrate me to the point of giving up, and throwing away my $ 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 Pets. We appreciate the opportunity to address this matter. Banfield OWPs are a package of itemized and... discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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, OWPs auto-renew on an annual basis and Banfield has the right to retain all monthly installments made. We received no notification that Ms. [redacted] wished her plan to end after the first year. In an attempt to resolve this concern we will refund the 4 months of installments paid for a total of $143.80 (4 months @ $35.95)

I I reject the response from Banfield as nowhere in the contract does it State anything for death of a petAny human insurance plan would not continue someone to pay a difference if they were deceasedI think this is horrible customer service and completely insensitive to the lossIt is ridiculous for a company to expect someone to continue paying on insurance policy for the deceasedRegardless what monies were paid and services use that's the gamble with insuranceI paid for years and did not use all services so they have made money Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] ***

RevDex.com: I had to continue to reach out to Banfield by phone and email to get a response. At no point were they proactive in reaching out to me and I was already made aware of this agreement by phone after sitting on hold with Banfield for over an hour. I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me. I have provided Banfield with my credit card information to refund me the money due. Sincerely, [redacted]