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 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 OWPAt this time the cost to cancel the OWP is $This amount is the total for the services provided from the planThis amount may be paid in full to cancel the plan or continue to make the monthly payments until that amount has been reachedUnfortunately we are unable to meet the desired resolution of closing the OWP at no further cost

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 Wellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableAgreements 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 Had the request to cancel the plan in April been processed to the appropriate team monies would have been owed on the plan in order to cover the services that had already been usedIn this case, [redacted] had received services and discounts with a retail value totaling $Ms [redacted] had paid $(payments @ $52.20) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan as of 4/28/(the last date of service) would have been $261.00, the remaining payments As such we are unable to reimburse the payments made between May 5, and September 6, However there had been no services used on the 2015-plan recently cancelled by Ms [redacted] and as such we have processed a refund for these payments in the amount of $(monthly payments @ $25.95) to the account on fileThis refund should appear in the account within 3-business daysThe monthly payments on the most recent plan were substantially less due to the removal of several ‘add ons’ from the previous plan (a surgical spay procedure and flea/tick/heartworm prevention We do apologize for any failure to notify appropriate teams of this cancellation request at the time it occurredWe hope that Ms [redacted] and [redacted] are doing well

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.After reviewing the situation with the leadership team responsible for location where Mr [redacted] attempted to receive a health certificate they advised us that Mr [redacted] was left a message giving him the option to come in and receive the certificate but there would be a longer than wait due to the veterinary performing surgeries at the timeMr [redacted] did not contact the location back or show up at the provided time.We are sorry to hear that Mr [redacted] is unhappy with the service he has received and as a client service gesture we will be waiving the remaining payments on his Optimum Wellness Plan as of the date of this responseMr***’s Optimum Wellness Plan has been set to not renew and will cancel at the end of his agreement on 2/5/

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 matterMs [redacted] concerns were brought to the attention of the local hospital leadership, whom are the most appropriate parties to address this matter as health certificates require veterinary examinationsDrJillian A [redacted] of the [redacted] , [redacted] Banfield Pet Hospital has been in regular contact with representatives in the USDA regarding the proper filing of the travel documentsInformation presented by Ms [redacted] was contrary to that provided to DrA [redacted] by the USDA, which is to say that misinformation was not provided by Banfield, but that initials at various points in the documents needed to be includedThis was rectified and returned to the USDA, a representative of which then verified that it was filled out correctlyHospital leadership, including the practice manager, Heather A [redacted] , have been making attempts to reach out to Ms [redacted] regarding this matter, but have not received follow upAs such, our current understanding is that Ms [redacted] was able to successfully transport her pets to ***, and that this matter has been resolvedWe encourage Ms [redacted] to reach out to the hospital leadership directly if she requires further assistance

Complaint: [redacted] I am rejecting this response because: Yes, Banfield has reached out to me but only after I put a complaint in about them and yes, they waived the additional cost of my pet's plan but what about a refund of the plan that I paid for her care that she did not get I am requested a full refund of the money I paid into her plan Her care was not seen too and I upgraded her plan on purpose for the additional care that she didn't get by being turned around and them refusing to even look at her To me that is neglect and will not be excepted I have been going to Bandfeild for a very long time because I love her vet and she is a very good vet but she wasn't working that day and the people that were working need to be held responsible for their actions and I would like to be refunded her plan since I had to take my cat to a different pet hospital to get the care she should have gotten there I paid a lot of money for her plan and going to a different hospitalI will not accept anything else but a full refund of my cat's plan that I paid into this past year I just hope if I continue to go there with my other cat that they will treat him with care that he deserves Every animal deserves to be treated with respect and care 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 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 OWPIn this case [redacted] received services and discounts totaling $and only payments (@38.95) totaling have been made towards the planIn this case there lesser value to cancel early would be the monthly installments remaining on this OWP totaling $This amount may be paid in full or the client may allow the installments to continue monthly with the final payment drafting in December

Banfield must decline the requested reimbursementAgain, since the cost of the services that have already been provided exceed the cost of the plan year, the remaining installments for the plan year are due to cancelBanfield has already provided a copy of the terms and agreement however we can do so again if needed Banfield did not refuse care or services but did offer the soonest appointment, same day appointment, drop off and/or referral to another facility

Ms [redacted] we apologize for the delay in having someone reach out to youI have confirmed that the NSF fee will be refunded and someone from our Client Financial Service Team will be calling you within hours to ensure the banking information is up to date

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 Although 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 nature These medical concerns would be best addressed directly with the attending Veterinarian We are aware that Ms [redacted] was in communications with the hospital leadership on April 14th who discussed her concerns and offered a partial refund for medicationsThe Wellness Plan was set to not renew as well As was discussed with Ms [redacted] by hospital leadership and by the home office there is a cost to cancel the plan at this time as the retail value of services and discounts received from the plan have far exceeded the monies paid into 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 matter We are very sorry to hear about the loss of your family’s pet, [redacted] ***Our thoughts are with you during this difficult timePlease accept our deepest condolences We have been made aware that the local leadership from the hospital has reached out to our client and will be assisting with the Wellness Plan

The offer was made in Mid-May to cancel [redacted] plan at a reduced cost of $This offer was made by the hospital leadership and therefore Mr [redacted] will need to go into the hospital, as he has stated previously that he would, in order to make the agreed upon paymentThe hospital will then make any additional adjustments needed to cancel the plan for **The plan for Little Girl was already canceled at a zero balance on May 1,

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.Our Medical Director has been in touch with Mr [redacted] and has addressed his medical concerns about [redacted] and a resolution has been reached in regard to compensation In addition, Mr [redacted] ’ Wellness Plan has been cancelled

Per the terms of the attached agreement, 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.No refund will be given in this matter

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 careThe terms and conditions as well as the cancellation policy are detailed in the Wellness Plan agreementUsually the client signs the Wellness Plan agreement which includes an acknowledgment of automatic renewalIn this case, the Wellness Plan agreement was not signed by Mr [redacted] The OWP for [redacted] renewed on August 20th, and no services were usedThe plan was cancelled on January 30th, The payment that had been drafted on January 26th has already been refundedThe previous payments (each $43.95) will be refunded as well

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 and clear any concerns for the clientThe client’s pet “***” is currently enrolled in our Essential Wellness plan level which has the monthly amount of $This monthly installment is set to be drafted automatically on the 5th of every month from [redacted] cardThe January installment was submitted on January 5th, but was declined by the client’s financial institutionThe payment was resubmitted on January 12th, and a $resubmission fee was applied due to the payment being declined on the first attempt, as is outlined in the Wellness Plan terms and conditions signed by [redacted] This would have reflected a total amount of $that was charged on the 12th as it included both the monthly payment and feeFor this occasion we are able to refund the $resubmission fee as a courtesy for [redacted] and offer to waive the February installment for ***’s plan in an effort to resolve this concern for the clientWe would certainly recommend [redacted] contact his financial institution to see why the transaction was declined on January 5thThe Wellness Plan currently active is an agreement for months and currently shows there would be a balance due for $to cancel the plan due to services that have been usedFor more information on cancelation policies [redacted] can contact our Wellness Plan Relations team 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 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 this natureThis concern would be best addressed directly with the local hospital leadershipWe understand that Mr [redacted] has since been in contact with the practice manager of the [redacted] , [redacted] hospital, [redacted] and that she had been able to address his concernsWe encourage Mr [redacted] to reach out to Ms [redacted] directly at the [redacted] Banfield Pet Hospital should he require further assistance

Complaint: [redacted] I am rejecting this response because:Hello BanfieldSeems to be some Gray area concerning weather or not Cats are required under the "Law" in Washington County to have this VaccineIf I would have said "No" like I wanted to, does that mean you call the Police and I am under Arrest?Yes, you are correct I received the Possible Side Effects including Death "AFTER" I checked out"Not Before" I received the VaccineIf I would have been informed I would have said "NO" and went somewhere else to receive my services.I do so hope that this Judgement for my refund of the Emergency Hospital Bill is in my Favor.My next step is a Day Demand letter as required by law before I go to Court 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 Pets We appreciate the opportunity to address this matter When Ms [redacted] presented for her most recent Health Certificate she requested additional services/certificates not typically included in her Health Certificates to MexicoAs such additional time was needed by the veterinarian to complete the requested materialsThis is why there were additional charges on the day in questions As this additional fee may not have been thoroughly discussed with Ms [redacted] prior to the services we have, as a client service gesture, waived Ms [redacted] ’s OWP payments for January and February

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] I called to cancel and they will not do itI just wanted it cancelled

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 any opportunity to address all client complaints and will be communicating directly with Ms [redacted] regarding her concerns As the hospital and field leaders have been asked to review this matter and reach out to her, we would ask that Ms [redacted] allow them 3-business days to do so