Banfield Pet Hospital

this hospital should not be allowed to operate incompetent staff rip off plans but I am happy with this outcome even though their direction to give my dogs indocin almost killed [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 meSincerely, [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 offer our condolence to Mr [redacted] and his family on the loss of their petIt is never easy to lose a furry member of the family On June 25th, [redacted] presented to Banfield Pet Hospital with a high fever, vomiting and painful [redacted] was seen and evaluated and the veterinarian determined she needed intensive careIt was recommended that Mr [redacted] take her to the Emergency Vet for further diagnostics and overnight care On June 26th, a follow up call was made to Mr [redacted] and he reported [redacted] had been at the Emergency vet and they were unable to determine what was wrong with herIt was recommended she come back for a follow up but Mr [redacted] stated he wanted to give the medications time to workHe was told to call with further concernsThat was the last contact had with him In regards to the Optimum Wellness Plan (OWP), these 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 OWPThese plans can be cancelled 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 the case, [redacted] used $in services and Mr [redacted] paid $(installments)This would leave a balance due of $but $has already been waived for Mr [redacted] This leaves a balance due of $or installments of $These can be paid all at once or allowed to draft as due on the 12th of each month for the next months

Complaint: [redacted] I am rejecting this response because:Contract Total of $includes the membership fee of $(which according to contract is refundable if cancelled within business days which it was)It also includes $for office visit which I had coupon for (see attached)Leaving a total due of $of which $was paid at signing of contract along with monthly payments of in addition to the stop payment fee to stop them for charging my accountThey repeated charged y bank card even though they told me they had cancelled the contract and they continued even though the card was expiredIn addition, they knowingly submitted the full amount to my credit report even though they acknowledge receiving paymentsThis company is screwed up on so many levels - proof is to simply google Banfield complaints! 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 matterOur Inside Sales Team has contacted Ms [redacted] and have corrected the problem with her account, it is active and available for her to utilize

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.Per our records, Ms [redacted] has a collections balance of $for services that were provided at Banfield of NW Houston on August 6th, These services include the rabies and distemper parvo vaccines as well as a heartworm test and anal gland expressionThe anal gland expression is not part of the Wellness Plan that was active at the time of serviceThe other services such as the vaccines and heartworm test are included within the Wellness Plan but had been already utilized from the plan year as they are included once per plan yearTherefore the client would have needed to renew the plan to have the services covered or would have needed to pay out of pocket for these servicesThe plan was not renewed so therefore there was a balance left due for the visit that daySince the balance was not paid on that day it was referred to collections per our policiesSince this is a balance due for services that were provided by the hospital we are unable to remove this balance from collections

Complaint: [redacted] I am rejecting this response because: If I was aware that my year was up on would have cancelled the planI never wanted more than yearI feel like I was not properly informed of the terms and conditions because of of your employees actually sat down and reviewed the policy with each I didn't make any more payments because i,assumed that my plan was up.,this is not my first pet with yall, I have never had a issue until nowAgain I say I would have never brought him in if I had known that my plan neededI feel like yall,are scamming people out of their moneyI told the nurse that I only needed a month planSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: My complaint STARTED with the local practiceI was directed to call the Banfield corporate office, who told me to call the corporate Practice Manager, who took my complaint, said she'd pass it to the local Practice Manager, and that we should have a response in 3-daysThat was over a week ago, and we have still not heard one wordWe haven't been told if they will cancel our wellness plan, and I use that term loosely, because the care she received is what killed her We expect to be made whole financially for what we have lost due to the poor quality of care our puppy receivedWe want the wellness plan cancelled immediately, and to be refunded for all costs associated with her care to this point provided by BanfieldWe expect to be reimbursed for the cost of care at the [redacted] Veterinary Referral Center- $2098, and we want to be reimbursed for the cost of the puppy from the breeder-$I have receipts for all costs While we feel we deserve to be made whole financially for the loss of our "investment" that was taken away from us by the substandard care we received, there is absolutely no way you can compensate for the amount of heartbreak you've caused to our family, nor the pain and suffering you put our puppy through 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.We are sorry to hear about the loss of ***,... losing a pet is never easy.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. Also, 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 for any reason (including but not limited to death or loss of pet or transfer of ownership), 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] received services and discounts with a retail value totaling $670.80. Ms. [redacted] has paid $79.90 (2 payments @ $39.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $389.50. According to the agreement signed by Ms. ***, she is responsible for fulfilling her obligation under the Optimum Wellness Plan. Until 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.

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 basis though a client can cancel an OWP at any timeIf 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 OWPAlso, if 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 installments In this case Mr [redacted] enrolled his pet, [redacted] , on a plan in January Per the agreement, the plan renewed for a new 12-month agreement in January In March Mr [redacted] presented [redacted] for a comprehensive examination and other preventive services covered under by the OWP The monthly payments began to fail in July and Mr [redacted] was contacted regarding the accountMr [redacted] communicated with representatives, via email, in August where he indicated he wanted to cancel the plan for [redacted] Mr [redacted] was advised at that time of the balance owed on the account and that the plan could not be cancelled until the balance was paidThe plan was set to not renew at that time Mr [redacted] stopped making payments on the OWP after June The OWP was automatically cancelled on in November 2017, more than days after the last payment was madePursuant to the terms of the OWP, Banfield is entitled the remaining payments and collections fees as discussed with Mr [redacted] in March when he contacted us directly

Complaint: [redacted] I am rejecting this response because: I did not enroll my pets in a wellness plan over the phoneMy pets see a vet closer to homeI only had my pets taken to banfield by a friend the one time because they needed their trifexis refilled and my pets were staying with that friend for a short period of time because I am a travel Registered Nurse and was completing a Travel assignment in North CarolinaI'd be glad to provide you with any additional information that you need to prove that I did not authorize my pets to be enrolled in a 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 Pets We appreciate the opportunity to address this matter.We are sorry to hear about the poor service Ms [redacted] received at our Edmond, OK locationAfter discussing the situation with the leadership team responsible for this location we will be refunding the $Ms [redacted] paid for the dental chews as a client service gestureA representative from our Client Financial Services team will be reaching out to Ms [redacted] to arrange the refund

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 pay up front for the entire annual cost of the OWP, or to spread the cost of the OWP over a year with equal monthly payments or they can elect to pay their plan in full For Mr***, a monthly payment was set up to be taken from a credit card belonging to [redacted] upon enrollment on the planWellness Plans automatically renew at the end of each plan year because Pets need annual careThe intent to withdraw monthly payments and the automatic renewal are prominently displayed as part of the agreement Mr [redacted] signed upon enrollment We do not have any evidence that this client, [redacted] intended to cancel this Wellness plan, therefore it has renewed as per the signed agreementA copy of this agreement is included We are willing, as a client service gesture, to absorb the cost of this collections balanceAny corrections or changes to [redacted] ‘s credit report would be reflected to days after the correction or change is reported Once a full days have passed, I invite [redacted] to again check with the credit agency and, if there are any further questions, we encourage [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-

Complaint: [redacted] I am rejecting this response because.Bandfield at no point an time notified me of anyExtra charges for the vaccinationsI had notified their office staff when they schedule the apptThat I was not going to renew theirContractThe staff even wrote a note in their system about not renewingShe could have explained at the time of the call that the contract ended and there was no need to bring my pet inAgain they only charged me for what they claim was an anal gland drainageBut at no time in the examining room or at the time to pay did they mentioned any extra chargesI was shocked to recieve the collection notice without any prior contact with meI believe their plans are not what they seem and they that is bad businessThey should communicate better with the customersI'm not paying for something I wasn't told about or for them sending me to collections without any prior notice or phone call Sincerely [redacted] ***

Thank you for forwarding a copy of the complaint from our client Banfield sincerely apologizes for the communication concerns with the Revdex.com that lead to this matter not being addressed when it was initially submittedBanfield 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 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 As [redacted] was informed at the time of this complaint and again in April 2017, when she contacted us directly, as services had been used from both plans in excess of what had been paid into the plans ** [redacted] was required to pay out the remainder of the plan years.These plans expired on May 3, No monies are owed on these OWP accounts

Thank you for reaching out to us and sharing your experienceYour feedback is extremely important to us as Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe have forwarded your comments and concerns to the field leadership for review and you should receive communication from a member of that team within business days Thank you again for taking the time to share your experience and providing us an opportunity to address this matter

As we have explained via phone to our client, and as it is clearly stated in the OWP Agreement, wellness plans are not transferrable to a new pet or a new ownerWe are simply asking that the financial obligation to pay for services already rendered be metWe will not be waiving the balance owed

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 when Ms [redacted] contacted the Client Support Team on January 11, her payment due on January was rescheduled to January 26, at which time the next payment due would also be drafted to ensure that her payment schedule did not fall behindShe was informed at that time that this service would not be available to her in the future, as this service has been used repeatedly as documented in our records, sometimes as often as more than once per month, which has resulted in her payments being off schedule within the month contract of her planFurthermore, the January payment had been previously moved from December Payments may be moved as many times as the client would like within the same calendar monthHowever, Ms [redacted] had moved this payment from December to January, and ended up rescheduling the payment again to the same date as the next due payment’s draft dateThese instances resulting in a double payment can only be done once per calendar year, and this was what the associate had been referring to when communicating this information to Ms***

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 unable to cancel the Optimum Wellness Plans without express permission from the signer on the agreement; in order to cancel active plans, clients must contact the Wellness Plan Relations team directlyHospitals do not have the ability to process plan cancelationsPlans automatically renew at the end of each plan year because Pets need annual care, and also because of the convenience this offers to our clients, whom are not required to go through the siprocess unnecessarily each yearThe signed agreement, attached for reference, includes Ms***’s initials indicating her understanding of the automatic renewal clauseHowever, as no services have been rendered in the current plan year, the three payments drafted since the November 25, renewal have been refundedMs [redacted] should see this refund reflected in the card on file within three to five business days, allowing for bank processing

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 Mr [redacted] has filed a formal statement with the Client Advocate Team regarding this matter, and that it was already forwarded to the leadership responsible for the [redacted] Township hospital and that they have since reached out to Mr [redacted] to address this matterWe encourage Mr [redacted] to contact the hospital directly for further assistance

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 apologize for the miscommunication with the hospital Banfield is proud to partner with the AKC and does accept the new puppy coupons even for existing clientsA member of the hospital leadership team will be reaching out to [redacted] shortlyWe hope she will consider Banfield in the future