Banfield Pet Hospital

BANFIELD’s OPTIMUM WELLNESS PLANS (“OWPs”) 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***’s above-referenced complaint: 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 (1) retail value of services and discounts used under the OWP less the amount of monthly payments made or (2) remaining monthly payments due under the term 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 due. However, 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.Banfield is entitled to collection costs if member fails to make payment MS***’s OWP AGREEMENTS AND USE OF SERVICES Ms*** enrolled her puppy, ***, on a Puppy Early Care OWP in July 2016. Upon enrollment Ms*** elected to pay for this OWP on a monthly basisA copy of the signed agreement is attached hereto. Despite or numerous attempts to contact Ms*** via phone (messages left) and letter (3), we have no record of receiving any communication from Ms***s regarding a desire to cancel her plan until April 14, At that time the account had already been cancelled to collections (see below) Ms*** Address Below is a summary of the OWP agreements she entered into and her pets’ use of services under the OWPs for Plan Year Plan Year (term of OWP) Monthly Payment Amount OWP Payments Made by Ms*** for Plan Year OWP Payments Outstanding/Due for the Plan Year Retail Value of OWP Services Used and Discounts Received in Plan Year *** July to July $$ $$ Ms*** stopped m***g payments on the OWP after her initial enrollment date of July 12, The OWP was automatically cancelled on December 12, 2016, more than days after the last payment was madePursuant to the terms of the OWP, Banfield is entitled the remaining payments of $plus a collections fee of $92.30, for a total of $ PROPOSED RESOLUTION In an effort to resolve this matter, Banfield now offers to accept $as full satisfaction of monies owed by Ms*** under the OWP. If Ms***s wishes to accepts this offer, please have her contact us at

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 matter
We wish to offer our condolence to Ms*** for
the loss of her beloved petIt is never easy to lose a special friend
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 Ranger had received services and discounts totaling $and discounts and Ms*** has paid $leaving a balance of $
OWP agreements are signed contracts that obligate the signer to fulfill their part of their contractIn this case, Ms*** is responsible for fulfilling her obligation for this planIn an effort to resolve this complaint, we are willing to waive half of this balance ($167.97)The remainder can be paid all at once by contacting our Wellness Plan Relations Team or by allowing them to draft as due on the 19th of each month for the next months
The Veterinarian that oversaw Ranger’s care will contact Ms*** to address any further medical questions about his care

Attached is a copy of the medical records for the day in questions - these outline the timing of the conversations as well as the discussions and authorizationsBanfield will not be waiving additional fees regarding this matter

The wrong pavers were used in our installation and the company is unwilling to admit their mistake and provide a solution we can agree on
On June 7, I called Pavers Depot for a quote and spoke with the owner, DarshHe was friendly and we agreed upon a priceI have text messages of this interactionOn June 10, my husband and I went to their office and met with DarshWe agreed they would install 4xmixed pavers for $1,Darsh asked me to follow him to their pallet area to initial my name on the colors I wantedI've attached a photo taken right after I initialed themDarsh said I would be contacted to schedule the installation within 1-weeks, at least 1-days before the job was set to beginweeks passed and I received no communication but our check for half of the job was cashedI texted Darsh on June asking why no one had contacted him He claimed they had the wrong number for me and it was an honest mistake and I needed to understandThis was obviously not true, a

Ms***, we are sorry if we did not clearly answer your concerns previouslyThe plan for *** was renewed early in order to use services from the plan that you had already used from the 2016-plan that would expire/renew on 2/The payment made on 2/15, in the hospital, was the 12th monthly payment for the 2016-planThe payment that auto drafted on 2/was your first payment on the 2017-plan yearPlease note that we were not asking that you pay an extra payment on this or your previous plan yearYou would only have made payments like every other plan yearWe have now however waived the March payment for *** plan as a client service gestureYou will therefore only be paying monthly payments on the 2017-plan year for ***As no monthly payments or renewal dates were affected on ***'s plan we did not waive the March payment for her planThe March payment for *** will continued to be withdrawn on March 19th

Complaint: ***I am providing response to the questions asked:Pet name" ***On file name: *** *** *** (my spouse)Sincerely,*** **

Revdex.com:
Hello,
I received messages recently. One was to answer about a complaint I had filed the other was to tell me that the complaint was closed.
I did not respond initially because I was still resolving the issue. I would appreciate it if you could update the answer that the complaint is resolved and the the customer is satisfied?
Thanks for your assistance
*** ***

Complaint: ***I am rejecting this response because: I have not been contacted by Banfield regarding non paymentIf so, please provide copies of all communications
Sincerely,*** ***

Thank you Ms*** for providing the requested informationWe have been able to locate the wellness plan for ***Please have Mr*** contact us to cancel the plan and to discuss reimbursement of the payments withdrawn on the new plan

Complaint: ***I am rejecting this response because:Banfield is a scam business for seniors and other people who love their petsBanfield NEVER tells the people when signing up for the plan they will have to pay for the plan no matter what, like your pet dyingBanfield also renews peoples contract without permission, like they did to me and others I spoke to
They are a scam and the tiny print tells the real story but nobody reads it! Scam artist, I have read 100's of bad reviews about Banfield, I couldn't read anymore, I was getting sickTerribleI should be reinbursed for the months I didn't use the "hospital" Sincerely,*** ***

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 PetsWe are so very sorry to hear of ***’s passingWe know how important *** was to the *** family and are thoughts are with
them during this difficult time
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 part of the OWP *** received comprehensive examinations each year, along with other preventive diagnostics and servicesThis in-depth evaluation assesses your pet’s overall health and establishes important baseline information for you and your veterinarianThese comprehensive examinations often include annual/bi-annual diagnostic testing used to establish baselines and catch issues early before they become more serious and harder to treat
Unfortunately, these examinations and diagnostics for ***, run in May and October, showed no significant abnormalities or concerns, with the exception of an ear infection, that would have prompted additional testing treatment or careThere were no indications in these exams or lab results to suggest an underlying medical concern that more in-depth or extensive testing may have revealedWhen an abnormality appeared the ***s were advised of additional steps, treatment or care recommended for ***For example, the ear infection noted in the recent exam was followed with these recommendations for additional testing and treatment
The monthly payments made toward the OWP pays for the 12-month agreementBanfield has, as a client service gesture, waived of the remaining OWP paymentsCurrently the balance owed on the Plan for *** is $

Ms*** was informed of preventive services/ care by the hospital via phone (appointment, preventive care and/or overdue service reminders) and during appointments, as indicated in her medical recordsShe would have also received a minimum of postcard reminders for bi-annual comprehensive exams and\or the annual dental cleaning where these services would have been performedMs*** received the test in question (urinalysis) in under her 2013-plan yearThe urinalysis was not used during the 2014-year or the 2015-yearAs Ms*** was informed at the hospital level, and as the plan indicates, all plan services are to be provided within months of the start of each plan yearUnused services do not carry over to the next plan yearMs*** downgraded her plan in to a level that no longer covers this diagnostic serviceWe are sorry we have be unable to address this matter to Ms***’s satisfaction and we encourage her to reach out to her local hospital if she is still unsatisfied

Ms*** did contact us via email which was received and reviewed on 3/22/This concern was forwarded to the local hospital and area leadership team for reviewWe do show that this matter is being reviewed and that Ms*** will be contacted directly by a membership of this
leadership teamAlthough we appreciate every opportunity to review, address and resolve any and all client concerns, we do not feel that this venue is an appropriate avenue to discuss concerns of a medical natureIn order to prevent any misunderstanding and to ensure that the medical nature of the concern is thoroughly address the leadership team will be reaching out directly to Ms***

Complaint: ***
I am rejecting this response because: I attempted to pay Banfield, and as I previously mentioned, they simply refused to call me at any other time than when I told them that I was at workI work Monday Through Friday, 0630-1730, in a critical care setting that is life or deathI directed them to my husband to pay, giving them his number, they had my husband wait for up to an hour and he still was not able to payBanfield can either A) remove these erroneous charges, and receive some of their money or B) Send my bill to collections, which I will dispute, and they will NEVER see a dime of it, nor will whatever collections agency they sendAt this point it is their choiceIt's absolutely no stress for me, and I won't stand for being extorted out of money for services I never used.
Sincerely,
The ***

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 Pets. We appreciate the opportunity to address this matterWe hope *** is doing well, however, if
there are any additional medical concerns Mr*** should reach out to his nearest Banfield Pet Hospital for assistance
We are sorry to hear the frustrations Mr*** is experiencing at the MtPleasant locationWhile we make every effort to see our clients by offering drop offs and same day appointments, we are not always able to accommodate same day scheduling needs due to other emergencies and sick pets, as we do not want to compromise the quality of care our patients receive by not giving them the time and attention necessary to address their needsWe are sorry that the options outlined above were not provided in this case
The MtProspect location is under new hospital leadership who is working hard to address the scheduling opportunities at this locationThis hospital will be adding a new doctor at the end of May which will greatly help address appointment needsIn addition, there will be a new Banfield Pet Hospital location opening in the MtPleasant area on/around June 27th, Combined these steps should address Mr*** concerns and frustrations.
We are aware that Mr*** has spoken with hospital leadership regarding this matterWe have also reviewed this matter with the practice manager and we have waived one Wellness Plan payment (6/5/2016) as a client service gesture for the frustration and inconvenience that this experience may have caused Mr*** and ***.
We understand Mr*** desires to cancel the Optimum Wellness Plan for ***The Optimum Wellness Plan 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)In this case, *** received services and discounts with a retail value totaling $1,Mr*** has paid $(this includes the payment 06/05/we waived) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $370.65, the remaining paymentsIf Mr*** wishes to cancel the Optimum Wellness Plan we highly encourage him to contact our Wellness Plan Relations Team at 888-649-

Thank you for your help in resolving this matter. Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

As stated we would encourage Mr*** to contact us at 888-448-to discuss the amount owed and payment/settlement optionsThe plan was cancelled and sent to collections per the terms of the agreementDespite voicemails and written notifications requesting Mr*** contact us to address concerns with the account on file we did not hear from Mr***The collections account is valid

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 Pets. We 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, *** received services and discounts with a retail value totaling $Mr*** and Mrs*** have paid $(payments @ $40.95) towards the services receivedAnother installments payments were waived as a client courtesyIn this case amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Mrs***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil Mrs*** details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement

Complaint: ***I am rejecting this response because: I was told by the doctor and the nurse ONLY would be charged for the next visit they totally chose to NOT tell me about the office visit seems like fraud to me!!!Sincerely,*** ***

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 matter
Wellness Plans are not insurance they are discount
membership plans designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at anytimeHowever, 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 awayPlans automatically renew at the end of each plan year because Pets need annual carePlans may be upgraded to another plan level at anytime, however this starts a new plan with a new month termPlan downgrades are generally done on the renewal date
These terms, including the renewal policy, are laid out in the wellness plan agreement that Mr*** signed on 03/28/A copy of which is included