Banfield Pet Hospital

[redacted] , we are able to locate a client record for the client information provided. We will be reaching out to you directly to address your concerns.

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. Wellness Plans are not insurance; they are discount... membership plans designed to help make top quality veterinary care convenient and affordable. Unlike insurance, plan services should always be used; not only if the Pet is ill or injured. Wellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-payments. 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. In this case, [redacted] received services and discounts with a retail value totaling $350.83. Ms. [redacted] has paid $155.70 (6 payments @ $25.95) towards the services received. Ms. [redacted] states that she cancelled her Optimum Wellness Plan in February of 2015, and states that she had contacted Banfield by phone and by mail to inform them of her move and her cancellation request. We have no record of having received contact from Ms. [redacted] in February of this year either at the local hospital or corporate level. We did receive notice from Ms. [redacted] in July that she had requested her plan be cancelled, and at that time it was set for non-renewal due to the pending balance. A response was issued via letter, however it is not clear that the correct address was on file to submit the response. We have no record of having received communication from Ms. [redacted] by phone, although numerous attempts were made to contact her by Banfield Pet Hospital regarding her missed payments. Per 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 report. As 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] - [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 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 OWPPer 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] - [redacted] ’s credit report at this time

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]

As Ms [redacted] ( [redacted] ) has been informed [redacted] was tested twice with 4DX SNAP test and separate blood drawsBoth draws and tests were positiveThe 4DX SNAP test was used as it detects antigens (proteins) produced by adult heartwormsIt can be positive even if the dog does not have any microfilariae (immature heartworms/larva) in the bloodstream (approximately 20% of cases)The microfilaria test, a for the presence of immature heartworms/larva, was negative Approximately weeks later, [redacted] was tested again for heartworm, at another clinic, which was negativeWhen Ms [redacted] informed of us this we reached out to a specialist to discuss what could have happened to results in these different resultsThe specialist agreed that the chances of obtaining two positives with two separate blood draws was extremely lowWe confirmed with the specialist that [redacted] had been started on Doxycycline and Prednisone in preparation for heartworm treatmentThe specialist indicated that Doxycycline kills the wobakia parasite that lives in the female parasite’s uterus and produces the antigen that the 4DX SNAP test detects, so it is extremely common to have a 4DX SNAP negative result after Doxycycline treatment where heartworms are still presentThe specialist believed [redacted] to be heartworm positive and agreed that he should be treated Banfield has made several attempts to speak with Ms [redacted] who indicates she does not have the time to return phone callsWe have also attempted to discuss her concerns via email and certified letter over the last + months As a client service gesture the plans for Ms [redacted] ’s pets, [redacted] and ***, were cancelled and the remaining balances totaling $were waived by Banfield As we believe the medical recommendations to have been appropriate for ***’s presentation and lab results, we must decline the requested reimbursement at this timeIf Ms [redacted] would like to discuss her concerns further she will need to reach out, as we have previously requested

Complaint: [redacted] I am rejecting this response because: Let's be clear hereWhen I initially set up ***'s plan on February 15th, I had already had a dog on your plan and had a payment drafting out of my account on the 19th of every monthNot to mention, when a customer sets up this account with your plan they are asked what date they want the money drafted out of their accountSo which is it? The date the money is drafted out of their account or the date the plan is effected, because if I remember correctly, this plan automatically renews unless given a day written noticeSo you are telling me that because I came in to a Benfield days prior to the day my money was drafted from my account, I had to pay an additional for the plan, because no matter when the plan renewed on the 15th or the 19th, the money was coming out of my account on the 19th for my monthly paymentIf I did not come in until the 20th of February, I would not have had to make an additional payment what so everSo, telling me this is to pay for February's payment and then the 19th payment is for March's payment is and you are making people pay doubleStating that you are not going to debit my account at all for March, is this just for [redacted] or for the entire account, since there are dogs? Lets be very clear up front Sincerely, [redacted] ***

Banfield OWPs are a package of itemized preventive veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleanings. OWP clients also receive other non-preventive veterinary care at a discount. The OWP package of preventive care services is... designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the OWP over a year with monthly payments or they can choose to pay up front for the entire annual cost of the OWP. The following terms of Banfield’s OWPs are relevant to Ms. [redacted] above-referenced complaint: (1) A client can cancel an OWP at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (a) retail value of services and discounts used under the OWP less the amount of monthly payments made or (b) remaining monthly payments due under the term of the OWP. (2) If client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due. However, if a monthly payment is past due for 120 days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments. (3) Banfield is entitled to collection costs if member fails to make payment. Banfield has spoken with Ms. [redacted] on several occasions regarding the unpaid balance on her OWP, her desire to cancel the plan, and her claim that she did not enroll her pet and sign the agreement. Banfield has reviewed all recorded conversations, medical records, electronic signatures and the copy of the state issued ID provided by Ms. [redacted] . We have determined that this is a valid signature and agreement. The balance owed on this plan of $144.75 is valid and collectable.

As we had previously responded we are unable to meet the desired resolution of closing the OWP at no further costThe remaining cost to cancel the OWP is $

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 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 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] received services and discounts with a retail value totaling $Mr [redacted] paid $(payments @ $48.95) towards the services receivedMr [redacted] stopped making payments on the OWP after November 12, The OWP was automatically cancelled on April 26, 2017, more than days after the last payment was made, per the terms of the agreement Per 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 Mr [redacted] ’s credit report at this time We understand that at the time Mr [redacted] stopped making payments on the OWP he claimed his information had been released to his ‘associate’We were unable to prove this at the time nor do we have any record of this at this time eitherThis is a valid debt for services rendered under the OWP

Banfield OWPs are a package of itemized preventive veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleaningsOWP clients also receive other non-preventive veterinary care at a discountThe OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet HospitalClients can elect to spread the cost of the OWP over a year with monthly payments or they can choose to pay up front for the entire annual cost of the OWP 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] stopped making payments on the OWP after November 19, The OWP was automatically cancelled on April 18, 2017, days after the last payment was madePursuant to the terms of the OWP, Banfield was entitled the remaining payments of $(unpaid installments of $28.95) Banfield made several documented attempts to reach [redacted] by phone and letter with the contact information on fileOn October 12, 2017, the account was paid in full and was notated as such with the third-party agencyAny corrections or changes to [redacted] ’s credit report would be reflected to days after the correction or change is reportedOnce a full days have passed, we invite [redacted] to again check with the credit agencyIf there are any further questions, we encourage [redacted] to contact our third-party collections agency, ICS, directly at [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 matterUnfortunately, we were unable to locate client information in our system that matched what was supplied by Mr [redacted] In order to ensure that we can address this matter, we would like to request the following information: -Name on Record (If not under your own) - Pet Name -The exact address of the Banfield Pet Hospital that you are referring to Once you have supplied us with this information, we will review Mr [redacted] ’ concerns

Complaint: [redacted] I am rejecting this response because: I do not appreciate the generic response from Banfield They did not acknowledge any of the issues that I presented I understand how the optimum wellness plan works, that wasn't the issue There were several and none have them have been addressed DrC [redacted] misdiagnosed my dog, convincing me that I needed a higher health plan for her I later found out that she did not have the heart condition that DrC [redacted] said she had- this has not been acknowledged I attempted to contact Banfield several times, I did not receive a call back I had to continually call back and was always promised that someone would call me backMonths later, Dr C [redacted] finally called me back She agreed to reduce the fee by half - this has not been acknowledged THE INCORRECT AMOUNT WAS SENT TO COLLECTIONS, CANFIELD ALSO SENT MY ACCOUNT TO COLLECTIONS WHILE I WAS WAITING FOR A CALL BACK FROM THEM So they have violated the law that they themselves stated in their response-this has not been acknowledged Banfield has not mentioned the fact that this has been going on for almost years They stated that as a courtesy they lowered the amount, that is not the case, they did not adjust the amount and sent the whole amount to collections, which was an incorrect report on my credit I have still yet to receive a call back from a manager in the financial department or the corporate office, as I was promised several timesI would say I was told I would receive a call back from a manager within 24-hours at least or more times I have not received a call NONE of these issues have been acknowledged by Banfield In fact, they are flat out lying Also, I hope that the use of my first and last name in Banfield's response is not publicly published as it clearly stated not to use any personal identifying information Sincerely, [redacted]

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 Pets Ms [redacted] has spoken with the local field leadership who reviewed the care and services she received from BanfieldThey discussed her experience and her pet, Tammy’s wellbeingThe local hospital has been coached on this situation 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 In this case, Tammy received services and discounts with a retail value totaling $MNs [redacted] has paid $(payments @ $XX.XX) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan would be $ During their discussion, the Field Director did offer to cancel the OWP for Tammy at a lower cost of $Ms [redacted] agreed to review the offer and get back to the Field Director who is still awaiting a return call Banfield declined the desired resolution of waiving all monies owed on the OWP and services rendered

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 OWPAs OWP services were provided to the pet on August 30, that exceed the cost of the plan the balance is still dueA refund is not due per the OWP 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 Pets We appreciate the opportunity to address this matterThe Wellness Plans enrolled by Ms [redacted] are preventative care packages designed to ma preventative care more accessible by allowing for services to be provided upfront while the costs are spilt into a month installment planUnlike insurance, the plans are designed used regularly for the preventative care of your petsThe services included as part of the plan are listed in the agreement signed at the time of enrollmentAgreements 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 awaySince services were utilized from the plan, we are unable to offer to waive this balance in fullHowever, in an effort to assist in resolving this for the client, Banfield is willing to offer to cancel the plan for [redacted] , ***, and [redacted] at no cost and waive the final installments for [redacted] and apply this towards the remaining balance due to cancelThis would leave a remaining balance of $due for [redacted] to cover the services that were renderedThe plan for [redacted] has been set to not renew and will expire automatically once the remaining payments have completed

Complaint: [redacted] I am rejecting this response because: This is not an accurate account whatsoever. We told her that in January that the mass needed to be examined and possibly removed and they failed to do it. Furthermore, and except Ince of $90 is not me we were satisfied with your command all. To the contrary, we are extremely unsatisfied with this and will be pursuing this matter in court. Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: So, even though the vet at the location is obviously under qualified and wouldn't perform the operation they told me they would and at a discounted 10% rate and for some reason after reviewing the website enrolled me in the plan with neutering included when I told them I didn't want him neutered I had a male and female for a reason which would've been cheaper I don't understandI was misinformed and led the wrong directionI'm in sales myself and I know if I say something misleading to a customer to purchase or sign an agreement the employee is held liable for the actionI understand what the agreement says and what I signed I have a copy of itI just don't understand being told I would have to drive to Youngstown to have my operation performed on top of that if and only if I got him neutered which they knew I didn't want doneyet I was enrolled into a neuter plan like that was their intentions the whole time I was unaware there was a plan without the neuter option I shop at pet smart consistently I have nothing against pet smart or banfield at all it's a great program if everything were to be explained correctly and held to their word on what is offered I have an English bulldog puppy that I'm scared to take to my local banfield location because the vets don't seem comfortable doing quite a bit thereThe next closest one is over an hour away After being told that would you still be comfortable as to feeling you have a "go-to" vet ? Does the situation, being you're the corporate location not raise an eye brow at all knowing this is what happened at the location at all? I just don't like that I was lied to, and didn't feel comfortable continuing taking my dog there If the other location weren't so far, I would have more than happily went to a different location

Complaint: [redacted] I am rejecting this response because: it does not resolve the complaint In fact this is their general billing and inquiry phone number The representative (April) did not know how to handle and could not provide a solution She merely repeats what we already knew and could offer no solution to the situation I found out through this conversation though even more disturbing information about ban field practices Apparently my mothers plan was ending on February 8th She says when she called for an appointment they could not fir her in until the 9th This appears to me to be a practice used to secure plan renewals and force you into an exoboirant pet visit my mother name is [redacted] and had a wellness plan for [redacted] Her client ID [redacted] .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 matter Ms [redacted] presented her pet [redacted] on 9/10/with an aural hematomaAt that time, it was recommended that she proceed with ear cleaning, lance and drain the aural hematoma, medication for the ears, oral antibiotics and pain medicationMs [redacted] declined the antibiotics but agreed to the rest of the treatment planMs [redacted] was informed by the veterinarian that the hematoma will more than likely return and that [redacted] will likely need button surgery to get betterShe was also advised that [redacted] needed the Antibiotics to clear up the ear infection that created the hematoma in the first placeThe aural hematoma did return as the veterinarian warned it mightWe would be happy to continue to treat [redacted] but as services were rendered, there is no refund due

Complaint: [redacted] I am rejecting this response because:This response is ridiculous and untruthful! Banfield response sounds like a "pre recorded messageThey clearly did not read this complaint or their response would of been different.Banfield is very aware of [redacted] situation prior to her passingI called Banfield early that morning addressing my concerns once again about [redacted] pain and sufferingDr.K [redacted] did call me back on the 24th and left a messageNEVER SAID ANYTHING ABOUT GOING TO ANOTHER DOCTOR! I saved this messageOn the 28th, I called that morning to have their files pulled, ( [redacted] and [redacted] ) That is when the supervisor of the shift called me, not doctor k***, and wanted to know why, considering I have been with this company since I have requested all phone transcripts from February of through April to be viewed for an investigationI would like to update that the board of director finally contacted me through email , to try and find a resolution for Banfields faultsI have also contacted the client advocate team for an open investigation for [redacted] you want to continue to bring up the "dosage" of her pheno, I have two other opinions, bloodwork and organ checks from two different facilities , that all of her levels were perfect , including her organsClearly, this had nothing to do with me decreasing her medWhy was she not put on a hospice program? Steriods to help reduce the swelling around the brain.? Our family wants these answers!!you want to throw money up in our faceI spent grand in less than months between two of your locationsMy baby girl had a brain tumor, no amount of money in the world would of saved herIf so, she would be here with me todaySince Banfield wants to treat my dog as just "another number" and was not looking out for HER best interest, the pain and suffering SHE had to endure during her final stages of life is worth more than what I requestedIf this was a human that was being neglected and overlooked by their physician , especially since it was a terminal illness, this outcome would be quite differentSo why the "double standard" why is Banfield still dancing around the fact, that they did nothing wrong? Why is Banfield not answering my questions?and how dare Banfield speak about her being euthinized!!! I will always be my children's voice, and I have no reason to lie about any of thisThe truth always comes to the light, so get ready!!Sincerely, [redacted]