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 PetsWe appreciate the opportunity to address this matterMs***’s concerns regarding her interactions with the
associates on the Wellness Plan Relations team at Banfield Pet Hospital’s home office have been forwarded to the appropriate team leads for reviewThey will review the calls and someone will be reaching out to Ms*** shortlyIn light of the situation, all payments made into *** and *** Optimum Wellness Plans since their renewal on January 26th have been refundedA total of five payments at $each were paid towards each plan, the total amount refunded is equal to: $This should be reflected in the card on file within three to five business days to allow for bank processing

Banfield is fully aware of Ms***'s concerns and have discussed them during a prior conversation on August 11, As you can see by the attached invoice and medical records the services that were authorized were provided in full*** has received $in services and discounts from the plan and have only paid $in monthly payments towards those servicesPursuant to the terms of the agreement (previously supplied) the amount owed to cancel the plan at this time is $143.70, the remaining balance of services rendered
We are sorry we are unable to resolve this matter to Ms***'s satisfaction however the balance owed on the plan will stand at this time

Complaint: ***
I am rejecting this response because:We do NOT agree with this business’s statement that “The local hospital discussed these (our) concerns and answered these (our) questions at the time of the blood work redraw on March 27th.” We still do NOT know why DrZ*** states on her 03/23/examination report (see attached) that "There were some exam findings outside the range"-- specifically a finding of "ear discharge". However, contrary to this report the veterinarian did NOT “discuss any additional tests and optimal treatments”When we brought our pet in again on 3/27/for repeat blood work DrRachel R*** didn't even offer to re-examine our pet’s ears and couldn’t (or wouldn’t) explain why this abnormality was noted but never discussed with usDrR*** simply blamed Banfield’s computer software saying that it automatically prints out default (canned) statements whenever an abnormality is found. DrR*** claims that she and other examining veterinarians have no control over the content of these written reports! Her lackadaisical attitude was that something must have been more or less ababout our dog’s ears and that’s why we got the “outside the range” statementNevertheless we, as consumers, still don’t know what caused the ear discharge and what should be done to treat it. We paid for a full examination of our pet and certainly deserve a full explanation as well as treatment options concerning this diagnosisTo date we have yet to receive any such information from Banfield and probably never will. Since we did not receive the service we paid for we feel that a full refund of our money is in order so that we can take our pet to a more reputable veterinarian for a proper diagnosis and treatment plan.Also we are NOT “Mr& Mrs***” as this business has incorrectly referred to us in their replyThis is yet another example of Banfield’s lackadaisical business practices, incompetency and lack of attention to detail. Sincerely, *** *** & M*** ***

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 matter.Mr*** made a verbal commitment to pay his
collections balance with our client financial services teamHe has been notified that until payment is received in full, he has been making installment payments on the balance owed, his account will remain in collectionsWhen Mr*** makes a payment, we update our collection agency, IC Systems, of the updated balance that Mr*** owes to ensure that it continues to be accurateSince Mr*** continues to have a balance owed, our collections agency continues to contact Mr*** to ensure that the balance is paid off

Thank you for forwarding a copy of the complaint from our client Ms*** ***We are very sorry for the loss of WilsonWe know he was a loved and valued companion for Ms*** and her family
We appreciate the opportunity to address these concernsFirstly, Banfield OWPs are not
insurance, they 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 OWP
In this case, Wilson received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $23.95) towards the services receivedAs a client service gesture Banfield has waived an additional monthly installmentsIn this case amount owed to cancel the Optimum Wellness Plan is $71.85, the remaining paymentsPlease note that when a pet passes away or is euthanized the plans are automatically set to not renewThe plan for Wilson would never have renewed for another year
Snicks received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $23.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $239.50, the remaining paymentsAnd finally, Coco received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $33.95) towards the services receivedAs a client service gesture Banfield has waived an additional monthly installmentsIn this case amount owed to cancel the Optimum Wellness Plan is $33.95, the remaining payments

Border repairs were not completed correctly Border continues to crumble, year after year, and now Pavers Depot will not stand behind their work
After purchasing an extensive backyard patio from Pavers Depot, I had to call them back numerous times for a variety of problems associated with their workmanship First, they miscalculated the amount of pavers needed to complete the job Instead of ordering more pavers, Pavers Depot simply shortened the length of the overall patio Next, the pavers did not have black mesh under them, so now there are weeds that grow monthly Then, Pavers Depot set up the pavers so that water drained back toward the house, producing flooding conditions Pavers Depot pounded down the back half of the patio so the water would drain away from the house Shouldn't that have been planned for from the beginning? Finally, the most frustrating mistake made by Pavers Depot was the pavers' border Instead of making a solid border, they slapped on the cheapest

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and I will be waiting for them to contact meSincerely, *** *** ***

Brock was absolutely above and beyond our expectationsWe had many small jobs to be done ranging from plumbing, major woodwork repair, cleaning items and maintenance plus a problem job which he came up with an idea to fix itHe was always letting us know what he was doing, He was prompt, he was friendly and professionalHe completed our jobs and some extra things in a timely mannerWe will go with Cranston again because of BrockA mention to JackJack was friendly and professionalHis responses were what made us chose CranstonThanks to Brock for his positive and hardworking attitudeWe will call you againSoon*** ***

Thank you for forwarding a copy of the complaint from *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter
When *** *** presented her pet, *** ***, her rabies vaccine
status was unknown until a history was obtained in the exam roomOur team was not aware of ***'s age or vaccine status prior to that time so were unable to inform *** *** appropriately prior to her appointment
The requirement that a week old canine receive a Rabies vaccination is a State of New York requirementOur team was not trying to make things difficult for *** *** however they are unable to provide additional care/exams without proof of a valid Rabies vaccination or the client's expressed intention of vaccinating same day
Banfield would be willing to provide *** *** with a free office visit should she choose to return to either obtain the vaccine or with proof of a valid Rabies vaccine

We apologize if Mr*** has not received any of the communications from his location regarding this matterOur notes indicate that Dr*** called on 6/30/2017, 7/1/2017, and 7/14/and left messages for Mr*** to communicate with about vaccine protocols and to discuss any other concernsWe have not received any return communication from Mr*** in response to these attempts to communicate.If he would like to contact Dr*** or the manager Anthony to discuss his concerns regarding vaccines or other care provided, they can be reach at the Salt Lake City N location, their phone number is *** *** We must decline the requested billing adjustment at this timeWe urge Mr*** to speak to the local hospital further

I do not accept this response because I told you that I wanted automatic payments to be stopped I called the number and I told you that I pay Banfield hospital when I go into my appointments every 26th of the month that card that is in my system has been closed out back in May of so I don't know how you had access to withdraw moneySecondly I never signed up for the special Wellness Plan for my dog and heavy *** and *** *** and *** there is no reason for *** and *** *** to be on the special Wellness Plan as for my two cats *** and *** they cannot use any of the anesthesia Orchid any dental cleanings due to a heart murmur so I asked to reduce ***'s plan down to active or essential Wellness Plan and you claimed that I used some of ***'s treatments on her plan which I don't know which ones I used everything I had used on her I had to pay out-of-pocket such as the Tlevels as well as for *** there is no excuse for you not to let me reduce my care plans for these animals especially if they cannot use any of it so this is unacceptable . and you no longer have access to that credit card or my bank account because I pay cash up-front in the hospital that I go to and I am not authorizing you to touch any of my money and you will not have a credit card on file because auto payments are not required as long as I pay my dues for their plans before my due date
Complaint: ***
I am rejecting this response because:
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 matterUnfortunately, we have been unable to locate Mr
***’s client information in our systemIn order to ensure that this is properly addressed, we would like to request the following information: - Name on Record (If not under your own) - Pet Name

Complaint: ***
I am rejecting this response because: I did pay what the plan did not cover, well over $400! But when I try to cancel the policy when my pet died, they tell me I owe more money? What? The company has their employees push these plans because it will save you money, no not really! I pay every month on a plan and use it times, pay extra each time and still owe money? I believe this is a deceitful practiceI was told that this plan would save me money, what a jokeSo no, I not satisfied with the company and their explanation! I wonder how many millions of dollars they make each year! I did lose my *** and yes I grieve his loss, but I am upset, I feel to allow this practice to continue is wrong! If you pay the extra money at the visit, you should not be charged any thing else

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 matter
We understand any health concerns for a
pet can be an upsetting experienceBanfield Pet Hospital places an emphasis on preventative care and works with pet owners to look for any potential health concerns before they become a bigger issueThis may include referral to an outside facility for more specialized care and diagnosingThis would be done in the best interest for the health of the petPer the terms and conditions of the Wellness Plan, any services provided by outside providers are not covered under the plan and would be the responsibility of the client
Wellness 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 away
In this case, *** and *** received services and discounts with a retail value totaling $and $respectivelyMrs*** has paid $(payments @ $43.45) for each pet towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $for each pet which is the total for the remaining payments for the plan yearThe reason for this is because the retail costs of the services provided exceed the cost of the plan year itselfcording to the agreement signed by Mrs***, she is responsible for fulfilling her obligation under the Optimum Wellness Plan
In an effort to resolve this issue, Banfield would be willing to offer to waive of the remaining installments to close out the plans for *** and ***This would leave remaining payments to cancel the plans which the client can choose to continue under the monthly payment plan that is set or they can choose to pay the remaining balance in full and close their plansBoth plans are set to not renew and will automatically close after the remaining installments have been draftedThe client is welcome to contact us with any further questions at our Client Advocate Team at 877-500-
We must decline the requested reimbursement at this time for the reasons outlined above

Complaint: ***
I am rejecting this response because:As of today 6/14/the only thing that has been resolved is the $reimbursement of the medication itself Still waiting to hear back about the 723$ in vet bills but to the illnesses brought on by the medication And for that I'm being bounced around from person to personLast person I spoke with said I should hear back in to days That will put me past the 6/deadline for my complaint so I am updating to keep it open

Complaint: ***I am rejecting this response because:
Dispite the issue being medically related, the lack of instruction of how to use and the side effects of the medication prescribed by the local hospital is a huge customer service issueI learned of the side effect of hearing loss VIA GOOGLEI raised that concern with my dogs doctor and she dismissed me and walked out of the roomThis demonstrates a lack of professionalism required of a medical doctorI expect a full refund of the unnecessary tests and unnecessary medication prescribed by DrF* that outlined in my initial complainti will no longer be recommending banfield to my friends who are pet owners because of this poor experience
call 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 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 away
In this case, Lucina received services and discounts with a retail value totaling $An itemized list of these services have been included for reference - titled the Agreement History ReportMs*** has paid $(payments @ $32.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $Due to the number of services received by Ms***, no refund or termination of plan is deemed appropriateAccording to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil Ms*** details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agenciesWith regard to Ms***’s concerns regarding the charge of $67.50, we have documentation on hand indicating that Ms*** verbally approved this charge, and did not dispute it at time of paymentThe charge was assessed due to the medical necessity of additional care needed for pets in heat at the time of the spay surgeryHowever, we are willing to refund this amountMs*** may choose either to have a refund in that amount applied to the card on file, or we can waive two payments owed on the Optimum Wellness Plan

Complaint: ***
I am rejecting this response because:
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 matterOur records indicate that on the date of Ms***’s
appointment, August 12th, the hospital had requested Ms*** return to this hospital to sign necessary paperwork after she had dropped her pets offAs Ms*** did not return to the hospital that day; the visits were consolidated with the account under Mr*** ***, under whose name the pets had been previously seenMs*** arranged for another person to pick up her pets, ***, ***, and ***The balance paid at the end of the visit was commiserate with what would have been owed had Ms*** signed the Optimum Wellness Plan, as it was assumed they would be able to reach out to her to finalize the agreementThe agreement, however, was not signed and was therefore invalidatedThe invoice was kept open for six days pending the visit as the hospital staff attempted to contact Ms*** to rectify the situationMs*** did not respond to any of the attempts to contact her, and the remaining balance for services provided were sent to collections for non-paymentA copy of the invoice providing a breakdown of services has been included for referencePer 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 *** ***’s credit report at this time

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 matter
According to our records the local
hospital has taken care of canceling the plan and issuing a refundWe encourage Mr*** to contact the local hospital for further assistance in this matter