Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because: I have spoken with several people in your organization starting with the Veterinarian DrR***, the local PetSmart manager, your local head of the Banfield Pet Hospital; corporate office and customer service for both PetSmart and Banfield and everyone tell me they will call me back to no avail Today at 2: I contacted Jennifer your local representative who stated the head Veterinarian would be calling me back today, it is 8:45PM and still no call This is a case of inhumane treatment of a little Yorkie " [redacted] " that was under Banfield Pet Hospital medical care for 1/hours and she was not given water or any medical treatmentInstead we were miss led to believe that she was fineIf you are not a hospital for pets don't call yourselves that

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 our home office received a call from Mr [redacted] on June 29, to request the cancellation of this plan; however he had not reached the correct department and was therefore transferred to the Wellness Plan Relations teamThere are no further notes from that day indicating Mr [redacted] made contact with the appropriate team for cancellation purposesMultiple calls were made between November and January by Mr***, Mrs***, [redacted] ***, and [redacted] At various times the balance owed and the signed authorization forms on file were referencedIn this case, [redacted] received services and discounts with a retail value totaling $Mr [redacted] has paid $(payments @ $42.50) towards the services received (please note that this balance does not include one separately assessed non-sufficient funds fee of $20.00)The amount owed to cancel the Optimum Wellness Plan is $Mr [redacted] indicated that his reasons for disputing this balance relate to the quality of care provided to [redacted] when she was spayed at the ***, [redacted] Banfield Pet HospitalAlthough 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 Mr***’s concerns to the hospital and we highly encourage him to communicate with them directly regarding this matterThey will be the appropriate persons with which to discuss the disputed balance

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 any opportunity to address and resolve client concerns, as such we have been in communication with Mr [redacted] and believe we have resolved this matter

Thank you for forwarding a copy of the complaint from our client 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 matter. Banfield makes every attempt to see our patients... when we are needed. There are times that due to the presenting concern, staffing availability, emergency status, etc. where our medical teams may recommend a patient drop off or may refer a patient to another Banfield, or non-Banfield facility. We make these decisions with the health and safety of all our patients in mind. As we are unaware of the specific situations regarding this portion of Mrs. [redacted] ’s concern we are unable to determine if/why they may have been referred out. Regarding the Optimum Wellness Plans for [redacted] and [redacted] . 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 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 OWP. In this case, [redacted] has received services and discounts with a retail value totaling $954.08. Mr. and Mrs. [redacted] have paid $328.65 in monthly payments towards the services received. In this case amount owed to cancel the ***’s OWP is $234.75, the remaining OWP payments. Whereas [redacted] has received services and discounts with a retail value totaling $1166.43. Mr. and Mrs. [redacted] have paid $529.50 in monthly payments towards the services received. In this case amount owed to cancel the ***’s OWP is $105.90, the remaining OWP payments.

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 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 these concerns to the hospital leaders and have asked that they follow up directly with Ms [redacted] within business days

Although the agreement clearly states that all wellness plan services are to be performed during drop off appointments we do are best to accommodate our client's wishes to the best of our abilitiesWe are not always able to do so however We are sorry we were not able to address and resolve this matter to your satisfaction

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 The business complied with my wishes, canceled my account and I owe no other money 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 PetsAlthough we appreciate the opportunity to resolve all client concerns, we do not feel that this avenue of communication is appropriate for concerns of a medical natureThese concern would be best addressed directly with the attending Veterinarian and their hospital leadershipWe have passed on the client’s concerns to them and they will be following up directly with the clientWe have asked that this follow up occur within 3-business days 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 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 OWP The Wellness Plan for Ms [redacted] ’s pet Bella was renewed on 12/6/at Ms [redacted] ’s requestSince then they have utilized $in servicesThe cost of the Wellness Plan itself is $and Ms [redacted] has made of the installment payments meaning there are remainingIf she would like to cancel her Optimum Wellness Plan Ms [redacted] has the option to pay the remaining installment payments up front ($179.75) or continue the monthly installments of $ On 5/15/Ms [redacted] was offered the option to upgrade the Optimum Wellness Plan for her pet River to help cover the cost of diagnostics and testingAt that time Ms [redacted] elected to upgrade River’s Optimum Wellness PlanIncluding that visit they utilized $in services and discountsMs [redacted] has paid one installment payment of $towards the upgraded planIf she would like to cancel her Optimum Wellness Plan Ms [redacted] has the option to pay the remaining installment payments up front ($472.45) or continue the monthly installments of $ If she would like to cancel her Optimum Wellness Plans she can contact our Wellness Plan Relations team at 1-888-649-

Complaint: [redacted] I am rejecting this response because I am still not satisfied with the amount of time it has taken for me to receive a workable solution and even a responseNow after waiting for some time you are asking me to contact the hospital??? That is absurd! I was under the impression you were thoroughly looking into my concern? I addressed my concern to you directly to avoid any back and forth in communicationSomeone at Petsmart must take full responsibility for this careless error and misleading me with incorrect informationI request in a respectful manner that you contact the hospital and gather and/or research anything required to bring this matter and concern to a workable and fair solutionAll this time I am thinking you were in communication with the hospital and here I am now after a second response from you that I need to contact the hospitalI am still continuing to see a lot of confusion on how this business operates and handles customers reports and concernsPlease do what ever due diligence is needed to bring my concern to closure Sincerely, [redacted]

Thank you for providing Ms***’s replyMs [redacted] was billed twice on April 26, as she renewed her plan earlyThe first drafted payment was the 12th and last payment owed to pay off her previous plan year, and the second was to be the first payment drafted on her new planMs [redacted] is being asked to pay a balance because she received $in services at the Plymouth Banfield Pet Hospital on April 26, No payments were successfully processedThis means that the hospital has not been compensated for services rendered with Ms***’s documented authorizationA copy of the itemized invoice from the April 26, visit as well as the signed Authorization form have been included for referenceThe settlement for $is our final offerIf Ms [redacted] would like to discuss this further, she is welcome to contact Client Financial Services directly at [redacted]

We would be happy to look into these concerns for MrGlassUnfortunately the only account we find for MrGlass under his name or the phone number provided by MrGlass was cancelled to collections for failed payments in If MrGlass would provide the name and phone number on the current account we can look into this matter

Thank you for forwarding a copy of the complaint from our clients [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 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 OWPWellness plans are not transferrable to another pet or client and services from the plan are only available for the pet listed on the agreement 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 OWP Ms [redacted] enrolled her pet, [redacted] in a plan on September 3, at which time several services from the plan were providedWe did not hear from Ms [redacted] regarding her plan until January 12, at which time Ms [redacted] contacted us with a representative from her credit card companyIt was explained at time that as [redacted] had received services in the 2015-Plan Year with a retail value ($667.56) far exceeding the amount of the OWP payments made at that time ($300.65) Ms [redacted] was responsible for the remaining paymentsAs a client service gesture Banfield did credit of the remaining monthly payments to MsFink’s account which reduced the balanced at that time to $Currently the plan is on hold for failed payments (April and May 2016) Ms [redacted] indicates that [redacted] was refused care however after the September 3, visit, where the pet was examined and treated, we did not hear from Ms [redacted] until February 28, when she called the hospital to request a prescriptionShe was informed that we could not fill a prescription at that time as it had been 5+ months since we had examined [redacted] and we would need to see him again in order to do soWe also noted some confusion as [redacted] had been marked as deceased in our files in January when she called the home office but she was now requesting medications for him Pursuant to the terms of the OWP, Banfield is entitled to the remaining payments owed under the agreement, $

[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 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 awayIn this case amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Ms [redacted] , they are responsible for fulfilling their obligation under the Optimum Wellness Plan

Complaint: [redacted] I am rejecting this response because: Perhaps you have a wrong number for me as I have no calls or messages on my cell phone I have tried to call Chris to see if he can provide me with Aldo's number since his number was not included in this message My cell is [redacted] or I am more than happy to call Aldo if you can let me know his numberSincerely, [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 In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordablePlans automatically renew at the end of each plan year because Pets need annual care The OWP was started on May 4, The plan did renew because we received no notification from Ms [redacted] to set it to not renewAs no services have been used on this plan we will cancel the plan and refund the payment drafted on May 5th,

Complaint: [redacted] I am rejecting this response because: Complaint: [redacted] Banfield/Petsmart knew or should haved known that there was an issue with their PIN padI am in the process of obtaining statements from other customers regarding this issueBanfield was made aware immediately that I am disabled and that the funds they held were the only sums of money I had available with which to pay bills, buy groceries, gas, pay medical co-pays and prescription co-pays yet they held my funds for six days and did NO investigation what so ever, until I involved the Revdex.com and ABC News This case warrants punitive damagfes in a civil court of law and I intend to pursue sameI have not received so much as an apology for their conduct, other than what was attached to their response to the Revdex.com I thank Revdex.com for their assitance and will pursue further action through legal counsel

Complaint: [redacted] I am rejecting this response because: I never saw the response from Banfield you included above in any of the messages sent to me by Revdex.comThis is the reason why I didn't response to Revdex.com, I was waiting for an answer and I was surprised Revdex.com just closed the case on meThe response sent to you by Banfield Hospital was the same response they gave me before I sent the complaint to Revdex.com but I see a difference in the pricingAs I mentioned in my original claim when tBanfield added the dental service in I used the service with no problem, however, they did not explained to me it was a part of a "new" agreement, they clearly explained it was "an addition that will cost me more dollars per month"When I took [redacted] to her annual in two things happenedFirst, Banfield did not warn me on a renewal which supposed to be in AprilPlease consider that I have not stop paying the monthly fee for the past years including the new dental fee since I contacted them in August asking why I wasn't contacted when the renewal was due in April and they told me that a new system was installed and affected calling the customers as they used to doSecond, when I went for [redacted] appointment they informed me dental will not be able to be performedThey only did the vaccinationsMy request was that if dental was only an addition, to please remove it from my billing so it will go back to my previous fee of $ On the other hand, I see in your message that Banfield is now claiming that I owe $but if you divide this amount by months (one year contract) will come to $per month which doesn't match what I am paying, $per monthBesides, considering the renewal being in April, 2015, adding up until november comes to $not $Furthermore, if you add up $by months equals $not $This proves that they are not only overcharging but notice that they are not giving a clear explanation on what services they are claiming they are providing that elevates the cost to such amountIn conclusion, I still consider my request of clarifying services, clarifying and perform a billing adjustment validOn the other hand I will keep my position of Banfiled having very bad customer satisfaction and confusing information when selling their "wellness program"They have not contacted me after I send this complaint to Revdex.com and after years of being a loyal customer they showed no interest at all on helping me or even tryingI can't even take my pet to another vet because I am still paying for a service that it hasn't even been performedGod forbid something else happens to [redacted] since they keep raising their prices with no services at allI haven't even taken her there after her vaccinations in August because I can not imaging what will they come up with if I doPeople needs to know, and I am standing up for themI would appreciate keeping this case open until a fair, realistic, reasonable answer and billing adjustments are performed by Babfeild HospitalKind regards and thank you for your support Sincerely, [redacted]

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 at this time They had sent a package with a couple of alternative options to me prior to my contact with Revdex.com I did not receive that package until today Had I had that earlier, I would not have contacted the Revdex.com yet I am hoping for the best resolution for the benefit of my pets I am awaiting a response back from Banfield at this point Dr [redacted] sent the package to me via overnight delivery for me to receive on Friday I work and was not home when the attempted delivery was made and I had no idea that any communication was enroute at the time of my complaint Dr [redacted] was the first to attempt a resolution I look forward to her response when she gets my email todaySincerely, [redacted]

Thank you for forwarding a copy of the complaint from our client Ms. ***. 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 Plan services are provided at deep... discounts under an annual that may be cancelled at any time. However, 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. Ms. [redacted] contacted us on February 19, 2015 indicating the re-homing of ***. Ms. [redacted] had received $563.30 in discounts and services and at that time had only made 1 payment of $38.95 towards the plan. She was informed at that time the amount owed on the plan was $428.45 or 11 more payments at $38.95. Banfield continued to withdraw the monthly payments, per the terms of the agreement, until July 2015 when the payment was refused by the bank with a notice that the authorization of monthly auto-payments had been revoked by the account holder. Banfield began to contact Ms. [redacted] on July 25, 2015 via both phone and letter. Between 7-25-15 and our final contact attempt on 10-5-15 Banfield sent 5 letters to the address on file and completed 2 messages to the phone number on file. The plan was cancelled and the monies owed were sent to collections, per the terms of the agreement, in November 2015. As this is a valid debt that was reported appropriately we cannot remove it from Ms. ***’s credit report at this time. This is a valid collectable debt.

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 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 OWP.In this case, Prince received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $30.25) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $Fiona received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $35.50) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $Dakota received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $39.45) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $Twix received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $28.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $Emelia received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $38.25) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $267.75.According to the agreement signed by Ms [redacted] , 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 agreement