Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from our client *** ***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 since this statement was file, Ms*** has been in communication with the *** *** hospital’s leadership, whom were able to resolve this matter

I am very pleased with the installation of our floor tilesThe service level and quality of their personnel are outstandingI will definitely use them again

Thank you for forwarding a copy of the complaint from our client *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to rectify this matterAs no services were received after Ms***
Optimum Wellness Plan renewed, we have refunded the three payments (@ $each for a total of $89.85) to the card on fileThis should be reflected in the card on file within three business days to allow for bank processing

As this concern is medical in nature we will inform the hospital and field leadership that they have not fully addressed your concerns and request that they reach out to you as soon as possible

Dr*** has spoken with *** *** regarding her medical concernsShe again discussed her reasons for recommending the diagnostics and her concerns for *** presenting symptomsAs the recommendations and care provided were appropriate the decision not to refund the authorized services was madeBanfield stands behind Dr*** and the high level of quality care provided to ***
Banfield will not be issuing a refund at this time

Although, we understand that we have not satisfied Ms***'s requested resolution our stance remains the sameMedical records documenting both the presenting complaint, recommended testing and treatments and education can be provided to Ms*** by contacting the local hospital locationWe have reviewed the medical care, recommendations and treatment authorized by Ms*** and provided on the day in questionWe also reviewed the recommended diagnostics and treatments offered to and declined by Ms***As the care recommended and provided was appropriate for ***'s physical presentation and medical history we must decline the requested reimbursement

Complaint: ***
I am rejecting this response because:I have already spoken with the veterinarian re: this issueMy concern now is that I would like to cancel my wellness plan and am told I am unable to do so without penaltyI also want to alert the public that these types of issues happen at Banfield
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:The attached contract is NOT the contract I signedAt Banfield, they force you to sign a little tiny pin pad with a very small display of the contract textMy signature has been pasted onto the paper agreement (which I never saw or physically signed)The clerk told me the plan was a monthly plan for $34.95/monthThree customers were waiting in line behind me, I took the description of the plan offered at face value and signed the little pad.AGAIN: I thought I was signing for a month to month planI did pay for the plan for the ONE month that I used itThe plan gave me a discount for vaccinations that simply brought the price down to what every other vet charges (no vet charges $400+ for simple vaccinations)I did not receive ANY services beyond that month.The phone calls placed to me by Banfield were from an automated computer that gets messed up if a voicemail answers; I never received any callsRegardless, before damaging someones credit, perhaps the decency of a call from a human being would be a good ideaAs I thought this was month to month (not a credit item), I did not bother to change my address when I moved. Further, if an agreement is a binding month contract that can't even be canceled if the pet dies, it should be CLEARLY communicated to the customerA little pin-pad to read, people waiting behind you, and wrong information from a hurried clerk does not allow for an informed decision.I don't know if Banfield employees are rewarded for selling puppy plans, but for some reason the employee who helped me never communicated the true nature of the plan. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I accept that services were provided December 1, 2014, not at the end of November as previously thought I did not renew my plan at that time I informed Banfield of my move on that visit Banfield continued to autodeducted out of my bank account through February 2015, well after final services were performed They are seeking payment for services from February through November 2015? No services have been provided in this time frame, nor did I renew my plan in December 2014, as they claim Why would I renew a plan, before moving to another state, where I am unable to use this plan?Sincerely,*** ***

We apologize for any misunderstandings between Mr*** and our Wellness Plan Relations TeamWe have provided a copy of the agreement signed on April 30, when the plan was upgradedAs services were used in access of the monies paid into plan monies would have been due if the plan were cancelled earlyAll payments have been received on the plan and it is set to expire on April 30th

Complaint: ***I am rejecting this response because: unsure if we will still have to pay If we do not owe the money above the years plan that is acceptable Another problemYou asked for Mr *** to contact you That is our dog *** is my husband If he needs to contact you regarding this, please let me know how he should contact you Is there a number - could he send an email? Thank you! Sincerely,*** ***

*** *** contacted us directly in the afternoon on 9/5/We discussed her options at that time and after speaking with the representative *** *** opted to continue the plan and use services prior to its expiration on 11/24/The plan was set to not renew and both the plan and the services covered
will expire end of day on 11/23/17.If *** *** has changed her mind after that conversation we are open to review the matter again

Thank you for forwarding a copy of the complaint from our client Ms***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
When Ms*** contacted us on September 18, wanting to make her plan “cheaper” she was educated on the downgrade and cancellation optionsWe spoke with Ms*** again on October 4, to again discuss cancellation and downgrade optionsAfter discussing the options Ms*** declined cancellationBanfield also offered to reschedule her payments to assist however she also declined that offer
At that time Ms*** was informed that her OWP account was on hold for failed paymentsBanfield attempted to contact Ms*** regarding her account status and failed payments, leaving a message, on December 14, and January 11,
On February 14, credit card information imported electronically and the on-hold payments were processed per the terms of the agreement on February 19, Ms*** called demanding a refund for the paymentsMs*** was advised that we could refund and reschedule the February payment however, all other past due payments processed on the 19th were not refundableMs*** declined our offer however and she was advised to speak to her bank
As these were authorized monthly payments and were past due no refund is due at this time

As Mr***'s concern is centered around the medical recommendations of the attending veterinarians we have initiated a review of the careThe medical recommendations were appropriate and were made the pet's best interest at heartWe do apologize if the *** Family was ever made to feel as though they were not doing their best for their pet as this was not the intention of the veterinary team
We have included the local Field Leadership in recent discussions regarding this matter and we have asked that they provide some coaching to the hospital team regarding their interactions with clients and how they present their treatment recommendations
Again, in an effort to resolve this complain, we have waived Wellness Plan payments ($95.85), leaving Mr*** a balance of $At this time the Wellness Plan has been set to not renewThe balance of $can either be paid all at once and the plan cancelled immediately or the remaining Wellness Plan payments can draft as due on the 26th of each month and the plan would then cancel
Banfield will not waived any additional payments and the balance of $will remain

Mrand Mrs*** were contaqcted by the Director of Veterinary Quality, DrS***, who discussed their concerns and apologized for their less than ideal experienceDrS*** assured the ***'s that she would be following up with the hospital team regarding communication and improving client experiences going forwardThey discussed the mix up in the blood work and agreed that it was not acceptable and DrS*** would be taking steps to ensure similar events do not occur
If Mrand/or Mrs*** have additional questions regarding the care or test results we can have DrS*** contact them again
No refund will be given at this time

Thank you for forwarding a copy of the complaint from our client *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWellness 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, *** received services and discounts with a retail value totaling $Ms*** had paid $(payments) towards the services received prior to the plan’s cancellation for non-paymentOur records indicate that multiple attempts were made to contact Ms*** regarding the past-due balance on her accountLetters were dispatched to the address on file on March 9th, April 6th, May 4th, and June 1stCalls were placed starting on February 27, 2015, after the attempted February 19th draft failed to go throughMs*** was called again on March 19th and March 26thA representative of the Client Support Team reached Ms*** about the past-due balance on her account on April 18th, Ms*** advised that representative that she would call back at a later time to resolve the past-due balanceSubsequent calls were placed to the number on file on May 5th, May 13th, May 20th, June 9th, and June 16th, regarding the past-due balanceMs*** did not follow up on this matter again until after the account had been cancelled to collections after four months of non-paymentPer the signed agreement on file, the Wellness Plan member “is responsible for immediately notifying Provider of any changes in billing account information to avoid overdraft/ reprocessing fees”A copy of the signed Agreement has been supplied for referenceMs*** may refer to numbers 8, 12, and under Terms and Conditions

Thank you for forwarding a copy of this concern from Mr***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for petsWe appreciate Mr*** bringing his concerns to our attentionWe have asked that this matter and the in-hospital
interaction be reviewed by the local hospital leadership and field leadership and that Mr*** be contacted in the next 3-business days to discuss this matterWe ask for Mr***'s patience while this matter is reviewed and hope for his willingness to discuss these concerns when reached by a representative

Complaint: ***
I am rejecting this response because: I was told that it was removed and taken out of collections two months ago and I finally got a clear number or clear date as to when it was removed and it finally was removed on June 21st so there was two months there where it was still in collections when y'all said it was not in collections so you kind of fit there I got so that's a lie the other reason is because the Banfield plan the main thing you guys always talk about is the immunizations and you know the heartworm and all that all the other shots I get and when y'all said you gave my animal shots you did not give him not one immunization shot not one heartworm preventative with him having previous heartworms we just now found out that he has he had a huge amount of hookworms what you guys said you tested for which obviously that looks like that might be a little but the end of the sessions were ordered by drH*** to be done on the next visit and that's when you guys said you did it you did not do that so that's why I'm looking for reimbursement because you got your money that covered the plan for a whole year and you only had to deal with my dog for and a half or one and a half months so you basically got almost and a half months worth of no business at all so you made out you made out money and I'm still waiting for a copy of the actual you know the bill that shows what the retail that you charge me for it but I'm curious as to why all these immunizations were supposed to be done right at the beginning and why they were not done when it specially when they I was told that they were so with somebody saying that they did this and they didn't it cannot be anything but a lot is because we have the paper we have to we have some of the paperwork that shows what drAnderson ordered you know our copy of the bill I want to know I wanted to see the copy of the retail amount that you charge us for whatever Services he had up to that point because when you add the money that I paid on top of that the and then everything else before that that's what the Banfield Plan cost for ** for the whole year so I kind of got robbed down on that also I have spoken with the veterinarian Society I guess the group that is over the vet veterinarian Department in the state of Washington they actually told me with the situation that occurred with the you know not not taking care of the things that worse you know that you said you took care of you know and basically negligence that I need to contact the actual Health Board in the state of Washington which I'm which I'm in the process of trying to handle that I've been having to deal with ** and with the situation that's you know was leftover from from your wonderful practices thank you van filled so you know he's still sick and we're trying to get him better he's lost like pounds so thank you again Banfield hand it's not over here because there was direct negligence on multiple sides and I've read form boards where people have talked about the things that you guys have said you done and that you haven't done I'm not the only one that's that's saying I had a really really bad experience with Banfield because some of the responses and things I've read it sounds like I could have wrote it because it's almost identical and again I repeat your executive customer service for license department is non-existent you should just close the door because they are no help they just want to deny and say oh nothing happened nothing happened when yeah a lot of stuff happened so I will be able to spread my wings with social media and cuz I hope people you know protect themselves and their animals you know protect their emotions and then protect their animals lives by keeping them away from Banfield because your place is not it's not it's not safeThat's all I can say

Thank you for providing Ms***’s responseMs*** requests that we review the services rendered versus what she had paid towards her pets’ plansIn response, we have provided a more detailed summation of those services and costs associated*** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $34.95) towards the services received*** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $34.95) towards the services receivedTo clarify, Ms*** received a total of $in retail valued services, for which she paid $Itemized invoices from the visits dated November 19, and December 5, have been included for reference, as they provided a breakdown of Ms***’s out of pocket expense versus the total retail value of services providedAccording to the agreements signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanNo services are due to Ms*** at this time as sufficient attempts were made by the hospital to schedule appointments for her pets and all services within the Wellness Plan must be used within a calendar year of initiationThis is our final response on this matter

Revdex.com:Good afternoonI was able to speak to a manager from Banfield and she was extremely helpful - she assured me there will be better communication and additional training with her staff
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me