Banfield Pet Hospital

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 would like to apologize to the client for any issues that may have come up due to miscommunication at the hospitalThe leadership at the hospital location has been in contact with Ms [redacted] to resolve this concern and have waived the remaining balance that was showing for Ms***’s planThe plan is now cancelled with no further balance due

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 matterBanfield 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 OWPThe pet [redacted] was able to receive services that exceed the cost of the OWPOne final payment will draft and the plan will automatically cancelThe plan for [redacted] has been cancelled and no further payments will draftAs a courtesy the three payments paid into this unused plan have been refunded to the credit card on fileThe credit card we have on file is listed under the name of [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 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 reviewing the collections balance we found that Mr [redacted] signed a Wellness Plan agreement on 4/10/He made payments towards the Wellness Plan then there was a problem collecting additional paymentsHe was contacted by phone times and sent letters to advise of this situation and to give him time to rectify [redacted] received services and discounts in excess of $1,and the balance was paid, after being sent to collections per the terms of the agreement, by Mr [redacted] In regards to the most recent Wellness PlanMr [redacted] signed a new agreement on 7/21/and initialed that he understood the plan would automatically renewThe plan renewed on 7/221/and [redacted] received services and discounts with a retail value totally $Mr [redacted] has paid $(payments @ $53.45)The remaining payments on the plan are $(payments)According to the agreement signed by Mr [redacted] , he is responsible for fulfilling his obligation under the Wellness PlanAt this time the Wellness Plan has been set to not renewThe balance can either be paid all at once and the plan cancelled immediately or the remaining Wellness Plan payments can draft as due on the 19TH of each month and the plan 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 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 Ms [redacted] ’s concerns to the Avon hospital leadership and we highly encourage her to communicate with them directly regarding this matter With regard to her 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 awayIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $40.95) towards the services receivedIn this case 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 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

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. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:The signature on the document is not mineI have several documents with my signature and the one on that agreement does not match the othersThere are several cases like mine and even class action lawsuits about it also it's highly suspicious that I suddenly have a pet plan with them the day after I immeadiately cancel after signing up for one online

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 matterAs Ms [redacted] is not the signee on the Agreement, we are not able to discuss this matter in detail much detailChanges to renewal cannot be made at the hospital level, and must be handled by contacting the Wellness Plan Relations team at Banfield Pet Hospital’s home officeHowever, in this case, as no services have been rendered and payments made, a refund totaling $has been applied to the card on file, and should be reflected in that account within three to five business days to allow for bank processingWe now consider this matter resolved

Complaint: [redacted] I am rejecting this response because: I specifically asked the customer service rep was I going to be charged she informed me no that I was find give a call when my financial situation was betterI also was informed that you are able to cancel at any time that was a lie as wellShe talked about we cancel we will send you to collections so she suggested other optionsI so upset with banfield there is a lot of miscommunication on there in just telling customer anything to make a quit buck don't but me in a financial loop for a quick buckI have been dealing with customer service for a very long time and this was not the way to handle the situationI'm not satisfied and I'm in debt do to bad customer service and miscommunicationI called to cancel but she wouldn't give me that option and from the beginning I was informed that this was able to be cancelledSincerely, [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 Sincerely, [redacted]

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 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 OWPAlso as indicated, 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 [redacted] was enrolled on an Active level OWP on June 8, and received services through August When Ms [redacted] contacted the local hospital on October 16, seeking an appointment she was told that there was no availability at that time due to several emergencies cases already under treatmentShe was given the option of an appointment the following day or a referral to an emergency facilityThe local hospital did contact Ms [redacted] approximately hours later when an appointment slot opened up, The representative left a message indicating that they would leave the slot open for [redacted] They did not hear from Ms [redacted] or see [redacted] again Ms [redacted] contacted us on November 22, to report that [redacted] had passed awayShe was educated on the balance owed for services rendered and the plan was set not to renewWe heard from Ms [redacted] again on February 4, at which time the balance owed was updated to reflect monthly payments received to date Ms [redacted] stopped making payments on the OWP after January 26, The OWP was automatically cancelled on June, 28, 2017, more than days after the last payment was made Pursuant to the terms of the OWP, Banfield is entitled the remaining payments of $(equal monthly payments of $32.95)

Banfield attempted to reach out to Ms [redacted] to discuss this matter and her requested resolution, however Ms [redacted] refused to speak with the representative and ended the call.We are unable to assist Ms [redacted] in addressing this concern if she is unwilling to speak with usThe local hospital representative remains open to speaking with Ms [redacted] and is awaiting her return call

Although we greatly appreciate Mr [redacted] reaching out to us via the Revdex.com we are already in communications with Mr [redacted] regarding his concernsThe local hospital and field leaders are reviewing this matter and speaking with Mr [redacted] directly

On 1/12, [redacted] ’s most recent visit, [redacted] exhibited aggressive behaviors when the team attempted to complete the pedicureAfter attempting several nails, [redacted] needed to be muzzledUnfortunately, she began biting at the team and the muzzle and she needed to be returned to Ms [redacted] prior to the completion of the pedicureWhen DrK [redacted] attempted to discuss the matter and [redacted] ’s on-going skin condition Ms [redacted] began using inappropriate language and threatening the teamAs the team was unable to complete the pedicure there was no charge that day DrK [redacted] called in a prescription on this day to the pharmacy at Ms [redacted] requestDrK [redacted] authorized a prescription of Amoxicillin mg (capsule by mouth, twice a day for days) and Prednisone mg with a tapering dose (tablet by mouth twice a day for days, tablet by mouth once daily for days, tablet every other day for days) On 1/Marina Animal Clinic called for verbal confirmation of [redacted] ’s prednisone prescription as they reported that MsJenkins was “confused about the dosage” instructionsA full copy of the medical records were provided to the Marina clinic along with the verbal confirmation of dosage instructions We hope that [redacted] is doing well and her skin issues continue to improveIf Ms [redacted] continues to have questions or concerns we would encourage her to contact her treating veterinarian

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 Both the Chief of Staff overseeing the hospital as well as the Medical Director overseeing the area have reviewed this case and determined that nothing done was medically inappropriateAs such, neither the emergency room visit nor the medications will be reimbursedIf [redacted] has further medical questions, we urge her to contact the hospital directly to discuss those with the Chief of Staff veterinarianIn 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 $ [redacted] has paid $(payments @ $29.95)The remaining payments on the plan are $(payments @ $29.95)According to the agreement signed by [redacted] , she is responsible for fulfilling her obligation under the Wellness PlanAt this time the Wellness Plan has been set to not renewThe balance can either be paid all at once and the plans cancelled immediately or the remaining Wellness Plan payments can draft as due on the 26th of each month and the plan would then cancel

Complaint: [redacted] I am rejecting this response because: This matter is far from over and though the Medical Director did call me and expressed her concerns I do believe that the lack of medical attention was far below expectations coming from a national company that so calls themselves a pet hospital The credit that was given to me was not a service gesture but a credit that does not even merit the life of our wonderful little innocent Yorkie that had life ahead of herI truly believe from the bottom of my heart that this facility did not do their due diligence in giving my pet the medical care she needed in order for her to live The concern here is that the facility only racked up the expenses in the form of diagnosis x-rays and labs which is the bottom line of that institution Any medical veterinarian hospital would of supported my pet and given her attention and care I don’t know how much more I can stress this but at the end of the day my loving [redacted] is gone and I will never have another one like her I had to go to your Hospital on Saturday evening to receive my refund to find the lack of empathy from your staff all over again “Not even a sorry for your loss”It was like I was intruding or imposing upon Banfield Pet Hospital and your staff

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 any inconvenience the client experienced with our service and we have brought these issues to the attention of our leadership to be addressedWe understand there was a shortage of staff when the client first enrolled their plan with Banfield which we have worked to have addressed and ensure our hospitals are properly staffedAs a client service gesture for the client, we have waived monthly installments from the Wellness Plans currently active for Bailey and Bentley amounting to the total of $

Complaint: [redacted] I am rejecting this response because: We tried at least different times to call and cancel our wellness plan before finally emailing them and telling them we wanted our plan cancelledWe never received a reply to the email but figured that it would be cancelledIf we had known the wellness plan had been renewed we never would have used the servicesWe had no idea that after trying so hard to cancel the plan that it would somehow still be renewedwe had another dog as well that we took in for a free exam and the vet couldn't even tell us what kind of dog or how old she wasHe didn't even know what the lump was on her stomach that we later had a different vet removeAll he talked about that whole appointment was the wellness plan and how great it was to be on it and that we should totally sign upAt that point we were already trying to cancel the wellness plan we were on because the vets were clueless and rude 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 matterIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid nothing towards the services receivedThe Client Financial Services team has offered to reduce the balance as a client service gesture, and to settle Ms***’s debt for $It is the client’s responsibility, per the agreement, to ensure that banking information is accurate and up to date, and to ensure that the payments are able to draft properlyWhile notices are typically sent in response to missed payments, that was not done in this case and we do apologize for the inconvenienceHowever we are unable to settle the debt for any lower than $as services were providedA member of the Client Financial Services will reach out to Ms [redacted] shortly to further discuss the situationA copy of the signed agreement has been included for reference

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. It is our understanding that Ms.... [redacted] was offered the Wellness Plan to help reduce the cost of the care and services provided on June 7th. 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. Agreements 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. Though Ms. [redacted] did not return for Wellness Plan services after her initial enrollment on the day of enrollment her per, GG, received services and discounts from the plan in excess of $614.77. Ms. [redacted] paid $317.70 (6 payments @ $52.95) towards the services received. The monthly payments began to fail in December 2015. After many attempts to contact Ms. [redacted] regarding the unpaid balance with no return communication the plan was cancelled and the unpaid balance was sent to a third party collections agency, per the terms of the agreement. After reviewing the unpaid balance on the account Banfield is willing to settle this debt with a reduction in amount owed to a total $254.16, a 20% reduction. Please contact us at 888-448-4070 to discuss this settlement offer and payment arrangements.

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 that Ms [redacted] has been a client of Banfield Pet Hospital for over five and a half yearsIn light of this, and in light of her concerns regarding her recent hospital visit, we have refunded the payment drafted on September in the amount of $as a client service gestureMs [redacted] should see this refund reflected in the account on file with in three to five business days to allow for bank processing