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 Pets. We appreciate the opportunity to address this matter.We apologize for any inconvenience or confusion
this has caused Ms***Per the attached agreement Ms***’s withdrawal date for her pet *** *** was initially on the 5th of the monthPer the agreement Monthly installment payments will only be billed directly to the Member’s credit card or deducted from Member’s bank accountMember is responsible for immediately notifying of any changes of billing account information.When *** ***’s Optimum Wellness Plan renewed on 1/8/the first payment was scheduled to come out on the 5th of FebruaryWhen Ms*** called in on 2/2/to reschedule her payments to the 26th billing date, it moved the payment to the 2/26/2017, meaning when Ms***’s Optimum Wellness Plan was readying to renew again in on 1/5/there had only been payments, not the that is required to pay for the plan in fullFor the final payment to come out before the plan renewed it was auto withdrawn on the 1/5/Per the agreement Ms*** authorized the deduction of the owed payments automatically to the billing information she provided.Regarding the OWP Plan levels for Ms***s pets, *** *** was enrolled on the Dog Special Care plan, as the attached agreement showsMs***s other dog *** had the plan changed to renewed to the Dog Special Care on 3/26/when Ms*** was in the Nashua N Banfield locationShe also removed the First Shield Trio option from ***’s OWP at the same timeAll changes were done with Ms***s approvalIf Ms*** would like to change the renewal level for her pets, she can do so by contacting her location Banfield location or by contacting our Optimum Wellness Plan relations team at 1-888-649-

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
The Wellness Plan being referred
to was enrolled in person at our Banfield locationAt the time of enrollment there was a Wellness Plan Agreement that was signed indicating the terms and conditions under which the plan operatesThis was signed and agreed to and services were provided under the coverage of the Wellness Plan that was paid in full that dayPer the terms and conditions, the plan may be cancelled at any time the amount refunded would be the difference between the cost of the plan minus the cost of services that were provided up to that pointThis amount was refunded at the time of cancellationSince the plan was agreed to and services were provided, we are unable to issue a refund for the full amount of the Wellness Plan

Again, this is an automated update completed through legal and widely used banking softwareThe balance of the account will stand

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 matterWe are very sorry to hear of Ms***’s lossAs no
services have been rendered since the Optimum Wellness Plan’s April 22, renewal, all payments charged since that date have been refunded to the card on file; this equates to six payments @ $each, for a total of $Ms*** should see that balance reflected within three business days to allow for bank processing

We appreciate the opportunity to review and address MsMartin's concernsAs she indicates that there were conversations with the local hospital team regarding her OWP and its status we have asked that the local hospital leadership contact MsMartin to discuss the matter furtherWe have asked
that they do this within business days

Complaint: ***
I am rejecting this response because: I should not owe anything, this was unexpectedI paid toward the bill which is fair
Sincerely,
*** ***

We understand that Ms*** has recently moved and traveling to the nearest Banfield for preventive care may prove inconvenientBanfield has provided service under the agreement and we are simply asking that Ms*** cover the services already rendered under the plan

Complaint: ***
I am rejecting this response because:you have falsely estimated the cost, taken advantage of my husband emotions during the procedure and he was told by two vets that they’ll look into providing free services to compensate for the outrageous costsOf course once he paid you weren’t willing to do anything for usI would also like to point out that we have taken our dog *** in to have her Law checkedYour vet prescribed pain killers (25mg)*** hasn’t been feeling well at all so we took her to another vetJust to find out that the actual pills in the bottle you sent us home with were triple the dosageYou could have killed our dog and now we will need to pay for blood work to get her liver checkedI’m disgusted with the way Banfield runs their business.
Sincerely,
*** ***

Having plumbing related problem destructs my day Water are everywhere and making my floor wet and so intimidating to seeMaking my house so dirty and so messy, also I can’t work with it since I don’t have any tool to use to settle such problemWhen I search and find handymen companies, Cransten shows up and I tried to connect with themYeah the customer service is so good and accommodating and those handymen are so good in terms of doing their jobThey could finish the job immediately making me happy and contentedTheir output is not bad and they can handle what you want them to doThanks again handymen from CranstenYou’re the men!!

Thank you for providing the response from our client, Ms*** ***Unfortnately, as this matter is medical in nature, we are unable to resolve this concern through this venueThe Eagan, MN hospital has since made a good-faith effort to reach out to Ms*** regarding the visit in question, but none of their calls have been returnedWe also have it on record that the vet, DrCaroline D***, did contact Ms*** after the procedure to discuss questions and concerns, as well as aftercareAt that time, Ms*** had noted no additional concerns and there are no records that Ms*** has communicated with the Eagan hospital since that timeAgain, we highly encourage Ms*** to reach out to the hospital directly regarding this matter

Complaint: ***I am rejecting this response because:
I have been given this excuse before and contacted my financial institution on several occasionsEach time I have been assured that it is on the merchant that is submitting the wrong information, expiration dateAll other drafts that I have from this card have no problem and I have had this card for some time nowAlso, the bank issues the card so what since does it make that they would alter the expiration to something they know it is not?
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:Due to the lack of care provided by the vetrinarian and a rushed and incomplete examination of our puppy we would have never incurred these charges and would have returned the puppy to the pet shop for a refundThe xrays clearly show a historical fracture as noted by several other vets including one of Banfield's vets at another officeThe Medical Director did speak to me however we did not come to an agreement and she stated that she had to go by the report from the vet who performed the exam which he marked skeletal and muscular was good when this proves he was in the wrong as the xray shows otherwiseTo us and others viewing and evaulating this case it is Banfield fault for an improper examinationStill seeking reimbursement for the surgery and would like to hear from corporate office in regards to this claimAlso I wanted my Wellness Plan cancelled for all pets as I no longer want any business with Banfield due to the negelct shown by this office
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This complaint is mainly due to the poor customer experience I had with your staff on my only visit to Banfield in Stockton I understand I made a commitment when I signed up for the wellness planbut I never signed up to receive the low class service I had on my last visitI agree with you, I was definitely confused, however, the confusion was caused by your associates who failed to address my questions clearly and were not able to handle the situation in an acceptable mannerPlease stop blaming me for your staffs' poor judgment and take responsibility for the actions of your staffI would accept resolution # but with at least months credit of the Wellness Plan and I would also opt not to receive the Trifexis, so the $is not added to the wellness plan.Since I would stay on the plan with the resolutions you proposeI would also need to be assured that the exceptional client experience that you mention would be offered if I visit a hospital again for the remainder of my plan because at this point I am terrified of your staff in the Stockton location
Sincerely,
*** ***

Although we disagree with Mr***'s assessment and maintain that we did what the parties asked us to do, preparing the prorations based on the best information available at the time, Knight Barry will be cutting a check to Mr*** in the requested amount ($14.37)We will mail the check to Mr*** tomorrow, August 7th, and to his home at *** ** *** *** *** *** **. Mr*** is welcome to contact me directly with questions or concerns

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 resolve this matter.We are sorry to hear about the passing of
SojiLosing a pet is never easyAfter reviewing the situation we would like to apologizeMs***’s Optimum Wellness Plan should have been cancelled immediately.We have cancelled Ms***’s Optimum Wellness Plan effective as of todayMs***’s most recent payment that was withdrawn after her pet Soji passed awayThis payment has been refunded to the card Ms*** has on file with us

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.I apologize for any inconvenience that this issue may
have caused Ms***Banfield has made attempts to deliver the medication in question however both attempts to deliver that dose were unsuccessfulThe medication in question will be available for pick up at Ms***’s home location in Waldorf, MD at her convenience along with all the other doses that she has paid for under her Optimum Wellness Plan

Banfield has spoken with Ms*** regarding this account and has already offered to waive the collections fee on the accountOn March 11th Banfield offered to settle the debt for - Ms*** understood the settlement offer and indicated at that time that she would be calling in to make
that paymentMs*** has failed to call with payment
Banfield is willing to offer a final settlement offer of $This is a valid debt and will remain collectable until Ms*** contacts us to make payment
Banfield will not reduce this amount any further

Complaint: ***
I am rejecting this response because: Frankly, a consumer should not have to be relegated to exhausting their efforts on individuals who are limited in what resolutions or feedback they can offerApproximately how long does Banfield expect a consumer to be subjected to irrelevant, useless, impassioned “displays “ of feigned resolution ??? Going to yet another person for yet another excuse does not negate the fact that *** developed these while under your careand that does little in regards to her well beingThe simple fact that Banfield even refuses to accept whatever feedback and constructive criticism a client has to offer shows their true naturehad I been a shareholder, I would have been rejecting the numerous calls from Banfield eager to hear from me, but since I’m just one single individual, it’s easier to ignore meI await the day, and I’m sure it’s coming sooner rather than later that Banfield will have to truly measure up to their claims of care and concern for petscompetition is welcomed in capitalism and giants can fallie ***/*** merger, ***s dismal customer service helpedand the industry changes so often that a new start up can send shockwaves and move the very earth that a giant is planted onjust sayingI’ll have my daynow or latermakes no differenceit’ll happenin the meantime you can find me on ***sharing my my experiencethank you Also please let your employees know that courtesy costs nothing to give a simple thank you or you’re welcome goes a long wayFYI haven’t heard anything since Mondayit’s now Thursday
Sincerely,
*** ***

Complaint: ***I only expect the best, and nothing less than the best. I don't need your service anymore ever againYour actions and business is a disaster. my dog *** has a new vet now and had her appointment on the Friday which was the day I was promised and lied to from your business. I never made a new appointment with your dissatisfied chain business for September 1St. and I won't be coming that day or any other days either
I am rejecting this response because: Sincerely,*** ***

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, *** ***