Banfield Pet Hospital

[redacted] contacted us over two days to discuss and complete enrollment (12/2/and 12/3/15)These call recordings are being pulled as either [redacted] , or someone acting as [redacted] , paid for the enrollment and set up the monthly payments using a MasterCard in [redacted] 's name and provided all valid account information for verifications (address, phone number, account and credit card information)In fact at the time of enrollment [redacted] was the only owner and authorized user however on 12/her information was updated to reflect a new co-owner, ***This co-owner was the one to bring the pets in in December and January and use services from the plan [redacted] had paid or payments prior to contacting us to seek cancellation with the claim that she did not enrollIf [redacted] feels she has been a victim of identity theft we highly recommend that she contact her bank and the local PD

Thank you for providing Ms [redacted] ’s replyThe balance in question is owed towards the services rendered on December 1, The wellness plan is a package of services with the cost broken up over a month periodAgreements 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 awayPer the Federal Trade Commission (ftc.gov) regarding consumer protection “no one can legally remove accurate and timely negative information from a credit report” therefore it is unethical and illegal for us to remove information regarding a valid debt from a credit reportAs this was a valid debt it was reported appropriately we cannot remove it from [redacted] ’s credit report 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 Pets We appreciate the opportunity to address this matter We understand this is a difficult time for the client and would like to assist in going over the concerns regarding the Wellness Plan and the cancellation terms in an effort to address any balance remaining for the cancellation of the plan 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 In this case, [redacted] received services and discounts with a retail value totaling $whereas the cost of the plan year is $Mrs [redacted] has paid $(payments @ $26.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $which is the remainder of the payments for the plan yearThe costs of the services used under the plan exceed the cost of the plan year, therefore the cost to cancel would be the remainder of the Wellness Plan payments as it is less than the cost of the services that have been receivedAccording to the agreement signed by Mrs***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanCurrently the plan has been set to continue to draft the remaining payments and will close automatically after the last installment is drafted but the client can also choose to pay the remaining payments in full and have the plan fully cancelled at that time

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is will continue to go no where, but to agree

By way of introduction, I am general counsel with KnightBarry Title, Inc(Knight Barry) and our CEO, [redacted] ***, asked me to respondto this complaint.As you may know, Knight Barry is a real estate title insuranceand settlement company primarily operating in the State of Wisconsin (see moreinformation about our company here: https://www.knightbarry.com/).Mr [redacted] ’s complaint arises out of our services as a settlement companyOn July 1, Mr [redacted] purchased a home located at [redacted] ***The seller of the home, [redacted] , asPersonal Representative of the Estate of [redacted] , eitherdirectly or through her real estate agent, hired Knight Barry to preparecertain seller closing documents for the sale, including the seller sideclosing statementKnight Barry prepared the seller side closing statement inaccordance with the real estate contract by and between Mr [redacted] , asbuyer, and [redacted] , as Personal Representative of the Estate of [redacted] , as sellerRegarding prorations for water and sewer servicingthe property, the contract states the following “CLOSING PRORATIONS: Thefollowing items, if applicable, shall be prorated at closing, basedupon date of closing values: real estate taxes, rents, prepaidinsurance (if assumed), private and municipal charges, property owner’sassociation assessments, fuel and _________.” Thusthe contract provides that the prorations will be made based upon the numbers availableat the date of closingAt the time of the July 1st closing Knight Barrydidn’t have the 2nd quarter (April - June 30, 2015) water/sewerbill for the property as the municipality hadn’t yet issued the invoiceSowhen preparing the closing statement and calculating the water/sewer proration,Knight Barry used the best information available, being the 1stquarter (January - March 31, 2015) water/sewer invoice in the amount of$Attached is a copy of the Closing Statement signed by Mr [redacted] agreeing to the Buyer Credit of $for the 2nd quarter invoicebased upon the 1st quarter invoice (see the bottom of the ClosingStatement stating “Water/Sewer prorations based upon $194.98/90*92”)Also see Pageof the Closing Statement under which Mr [redacted] agreed to “ verify theexact amounts due for the payoff and prorations amounts included on thisclosing statement and, if needed, shall resolve any inaccuracies or omissionsin such payoff and proration amounts post-closing.”What this means is that Knight Barry did what the partiesasked us to doWe were asked to prepare closing statements for the seller,which we did, and we were asked to prorate the water/sewer invoice based on thebest information available at the time, which we didIf Mr [redacted] believesthat moneys are due to him because of an inaccuracy in the proration amount,then this is something he should resolve with the seller post-closingPlease let me know if Mr [redacted] has further questions orconcerns after receiving this responseMr [redacted] is welcome to contact medirectly

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 affordable. Wellness Plan services are provided at deep discounts under an annual agreement that automatically renews at the end of the 12 month term. The plan for [redacted] was set to renew on May 12th. All services from the original plan (May 12th 2014 – 2015) were provided under the original agreement. Although [redacted] was due for preventive care all services covered under the original agreement had been provided and would be charged for if the plan did not renew. We understand that there were conversations in January 2016 regarding the plan cancellation and desire for it not to have renewed in May 2015. Unfortunately, as the plan renewed and services were provided on the new plan on May 29, 2015 the plan was maintained and monthly payments were withdrawn per the terms of the agreement. We understand that there were some discussions between Mr. [redacted] and the local hospital leadership however no agreement was ever reached regarding any form of a reimbursement. As services used from the plan exceed the amount paid into the plan no refund would be due at this time. We do however encourage Mr. [redacted] to reach out to the local leadership to re-open discussions.

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

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 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 VeterinarianThe hospital has made multiple attempts to reach Mr [redacted] since he brought his concern to our attentionWe will ask that the hospital attempt to reach out again

The local hospital leader has made several attempts to reach Ms [redacted] , leaving messages when possibleAs she was not available the last couple of days we have asked her to make one final attempt to reach Ms [redacted] and discuss her concernsMs [redacted] did speak with our Wellness Plan team on 1/and it was confirmed that the plan has been set to not renewOne final payment is set to draft on 2/($43.54) to cover services already provided from 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 PetsWe appreciate the opportunity to address this matterPer the Optimum Wellness Plan agreement’s Terms and Conditions, plan cancellation requires that the plan holder contact the Wellness Plan Relations teamWe have no record that Mr [redacted] ever contacted Wellness Plan Relations regarding his cancellation requestWe show that on June 26, 2015, [redacted] and [redacted] were changed to “Gave Away”, and on October 15, 2015, [redacted] ’s status was also changed to “Gave Away”The contact information to the Wellness Plan Relations team for plan inquiries are posted on our website and in the agreement’s Terms and Conditions under CancellationFor reference, their phone number is 888-649-and they are available Monday – Friday, 6am – 5pm PSTWe can cancel the plans effective immediately, but per the terms of the signed agreements on file, no refund is warranted due to the prior lack of contact from Mr [redacted] regarding this requestCopies of the signed agreements have been included for reference

I understand what has taken place, I don’t need a time line of when non payment and past due dates have occurred. You have completely by passed what my original complaint was and is. You are giving your customers false advertisement, your lady at the front desk verbally told us that the contract was month to month, not 12 month agreement. Honestly, I’m not trying to be a difficult person if I was told that this was the 12 month agreement from the beginning maybe I would’ve still signed up maybe I would have. The fact that I was lied to and I wasn’t even given the option to think about whether I wanted to sign something for 12 months is not right. Obviously if you look at the timeline, I called in and I wanted to cancel because I felt like services were not going to be useful, and I was told I have a contract, and I can either pay the remainder of the contract, or services rendered whichever is cheaper, I realized the lady lied to me. I then referred back to the pamphlet that you’re able to take, and yes it promote wellness plan however, no where on your pamphlet does it tell a customer that they will be in a 12 month commitment. That is false advertisement in my mind. Then I went online and looked nowhere online does it say it’s a 12 month commitment. Then I went back and I thought about what that lady told me, I Astor my electronic signature what I was signing, she said it was to allow Banfield to electronically take the payment out of my bank account. She did not tell me that the electronic signature was my 12 month commitment. I was I was out right lied to! Obviously you don’t care about the customer, and you sure as hell don’t care about the animals, you’re in this business to make money. Most businesses are in business to make money, but the few out there who actually do care for their customers they deserve good business not a company like yours. I will pay the rest of what I need to because I’m bound legally, but you work for a company that is deceitful, and I don’t know how you can honestly say that your company did right by me. I don’t care what I have to do I will make sure social media knows what kind of business you’re running. Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] - [redacted] in this letter that was sent 2/29/it states that I must contact you to update my information or my account will be sent to collections, nowhere am I informed that any updated information will be accessed without my consent

Complaint: [redacted] I am rejecting this response because:i would like to be contacted by banfield about this problem

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 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] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $38.95)The remaining payments on the plan are $(payments @ $38.95) [redacted] received services and discounts with a retail value totaling $1,Ms [redacted] has paid $(payments @ $39.40)The remaining payments on the plan are $(payments @ $39.40) [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $29.95)The remaining payments on the plan are $(payment @ $39.40) According to the agreement, she is responsible for fulfilling her obligation under the Wellness PlanAt this time all three Wellness Plans have been set to not renewIn an effort to resolve this concern we are willing to waive payments for ***, payment for [redacted] , and the remaining payment for [redacted] This will leave a balance due of $for ***, $for [redacted] , and [redacted] ’s plan will be closed outThe balances can either be paid all at once and the plans cancelled immediately or the remaining Wellness Plan payments can draft as due on the 19th or 26th of each month as applicable and the plans would then cancel

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 very sorry to hear about the loss of your family’s pet, ***Our thoughts are with you during this difficult timePlease accept our deepest condolences 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 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 We see that [redacted] was not enrolled in an OWPWe do see that a pet named Chewy is enrolled in an OWPAn OWP is not transferable between petsAs a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost

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] ***

Ms [redacted] was contacted on 4/by the local hospital leadershipThey discussed her concerns and offered her a resolution which was acceptedWe believe this matter to be 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 PetsWe appreciate the opportunity to address this matterThis concern has been addressed directly with the Hospital Leadership overseeing this locationAny further concerns should be directed there

Complaint: [redacted] I am rejecting this response because: I have called the corporate office several times and no one has ever returned my call. I also left a message on the voicemail as I was instructed to for a manager to call me back. They have never called me back. I have cancelled my membership and allowed you to rip me off however, this is not just about me. Their is an enormous amount of consumers all over this country with the same feelings and same experience. Before this will be considered resolved, your prices will change to reasonable vet prices. You will discontinue your wellness plans and reimburse all of the clients you have manipulated. And you publicly apologize for the scam. I am in contact with 20/20, an investigative local news channel here in [redacted] and I am coordinating with groups that are as passionate as I am about this to assemble in protest at the [redacted] location. My problem is small, but what's happening with the countless others is huge and it will no longer be tolerated. This is only going to get bigger until you act accordingly. Sincerely, [redacted] ***

Thank you for forwarding a copy of the complaint from our client [redacted] and [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 condolences for the loss of ***We know how difficult it is to lose a beloved part of the family 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 the plan ran from October 22, to October 21, and the payment on October 19th was the final payment dueIn an effort to resolve this complaint, we will be refunding the last payment of $Again, please accept our condolences for your loss