Banfield Pet Hospital

Although correct that the DNA test itself was quoted at $85-$Ms*** requested consultation on behavior training regarding the pet's aggression and behavior, and as a new patient a physical examination was also required. Ms*** was presented with a full estimate while in room
which included office call, physical exam and consultation, samples fees and DNA testing for a total of $These services and associated costs were authorized and approved by Ms***. The charges were again discussed and broken down at the time of check out prior to receiving payment and again Ms*** agreed with the costs and paid the invoice in full

Complaint: ***Hello and thank you for your reply.I want to notify you that while the reply from Banfield suggested there was going to be a willingness to allow me to settle the account balance, once I called customer service they simply said they needed the entire account balance without any settlement options available

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 offer our condolence to Ms*** on the loss of
her petIt is never easy to lose a furry member of the family.Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordableWellness 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 agreement.Agreements 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)This is regardless of Pet status, including Pet death or Pets given away.In this case, *** *** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $38.95) towards the services receivedWhen Ms*** contacted our Wellness Plan Relations Team on 2/28/Upon hearing that *** *** had passed away, they waived 50% of the remaining balance, $(payments @ $38.95), as a client service gestureThe amount owed to cancel the Optimum Wellness Plan is $75.76.According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanA copy of the signed Optimum Wellness Plan Agreement (which includes the Terms and Conditions for cancelation and rehomed pets) has been attached to this response for reference

Complaint: ***I am rejecting this response because: The hospital Address is *** S *** *** **The pets name is ***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 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 OWPWhen the Optimum Wellness Plans for *** and *** were renewed on 10/5/they were renewed as a monthly payment instead of annual paymentWe would like to apologize for any confusion or inconvenience this may have caused Ms*** or her husbandWhile reviewing this case, we noted Ms***’s signature was not captured on the agreement or the renewal term, and for this reason we have waived the remaining balance, and will be ceasing all collections activities on *** ***‘s account as of the date of this responseAny corrections or changes to *** ***‘s credit report would be reflected to days after the correction or change is reported. Once a full days have passed, I invite Ms*** to again check with the credit agency and, if there are any further questions, we encourage Ms*** to contact our third party collections agency, ***, directly at ***

Complaint: ***I am rejecting this response because:I was not told of all the charges when I brought pet inI told them I wanted annual shots, they did not inform me that they were going to do all the extra stuffI didn't all those extra testsI would have said no if they would have told meThe agreement I signed said nothing about all the testsJust wanted shotsSincerely,*** ***

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 matterAs part of Banfield’s emphasis on preventative care,
we do offer several different options for internal and external parasite prevention that can be added as part of a Wellness Plan and have the cost included within the Wellness Plan paymentsThis is meant to make these options more convenient and accessible for our clientsThe recommendations for these options would be made by the medical staff at the hospital according to what is appropriate for each individual petIt is important for our client’s partner with the veterinarian and staff at the hospital to discuss and meet the pet’s specific needsTherefore any concerns regarding the recommendation of these products or vaccines for the pet would be best addressed by the attending veterinarian and hospital staffCurrently we are showing that the plan for *** is past dueThe services included as part of the Wellness Plan would be available for use again once the account is made current by the clientAs the account has been on hold since March due to nonpayment, we would advise bringing the account current promptly as to prevent the account from going to collectionsPer the terms of the plan agreement, a plan would be cancelled and referred to collections after days of being past dueTo prevent this, we recommended the client bring the account current as soon as possibleThis can be done by reaching our Client Financial Services team at (888)

Complaint: ***
I am rejecting this response because: I can show my call history on my bill showing I did only receive one call and one voicemail from that callI know for a fact I was not contacted times and will provide proof and expose this lie if it is continued to be toldI would recommend Banfield to double check their call recordsAlso Banfield has not reimbursed me back payments, I have only received payments and was promised more (which I have not received yet and have a recording saying there would be)I have filed a claim with my bank for only payments but they're doing their investigation so these are only temporary credits.Last, the fact that a customer can take another person's card and put it on someone's account without my permission is ludicrousIf that is a fight that would need public exposure then I am will to go to as many news providers and social media that I need to, to reach *** *** about this insane option
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
That is a boldface lie! No one had contacted us, this company has yet to get in touch or do anything they are claiming has happenedThis is absolutely ludicrous!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 Pets. We appreciate the opportunity to address this matter.We are sorry to hear that Mr*** was improperly
advised about the automatic renewal portion of the Optimum Wellness Plan when he enrolledMr***’s OWP renewed on 6/9/Since that date payments were withdrawn from his accountOne was refunded when Mr*** spoke with our call center and cancelled his OWPWe will be refunding the remaining $(payments @$25.95) as of the date of this response as a client service gesture

Although the balances owed on the plan that were previously stated are valid we did make an error in our previous response in regards to the dates of paymentsIt appears that the in hospital payments on February 27th were the final payments on the prior planHowever, for the error regarding the dates of the payments we will waive the July payment on each planThe remaining balances are still valid as Mrs*** is fully awareWe recommend that Mrs*** contact the WPR team to cancel the plan after the August payment and prior to September 26th in order to prevent a full monthly payment from being withdrawnAgain we do apologize for any confusion and although the number of payments made and balances owed that we previously provided were valid we were mistaken as to the dates of the payments on the current month agreement

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
They offered me a $refund for the unnecessary medication and testing which I acceptedIt took a month to come to a resolution which is still a very poor business practiceBe careful with this company. Sincerely, *** ***

Complaint: ***I am rejecting this response because:Sincerely,*** ***-***

Complaint: ***I am rejecting this response because:
I do not agree that this is an appropriate solution to such handling of issues at hand.
Sincerely,*** ***

Thank you for forwarding a copy of the complaint from Ms***. 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 discount membership plans
designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts under an annual agreement that 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 away
In this case, *** received services and discounts with a retail value totaling $Ms*** has paid $(payment) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $332.62, difference in retail and payments.
Although we can appreciate the difficulties now faced in accessing the plan we must look at the services already authorized and provided under the agreementAccording to the medical records the hospital did receive and enter ***’s vaccine historyThey also discussed that those vaccines would be due in the following 1-months and offered to vaccinate *** early for Ms***’s convenience preventing multiple visits in a short timeMs*** authorized those vaccine that are now in question
At this time, we feel that this concern would be best addressed directly with the local hospital leaderWe have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter

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 any opportunity to resolve client complaints and have communicated directly with the
client regarding their concerns. We have previously attempted to resolve this matter however the client has declined our attempts and resolution offersNo further offers will be made 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 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 have passed on Ms*** concerns to the ***, ** hospital and we highly encourage her to communicate with them directly regarding 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 $*** has paid $(payments @ $and payment @ $12.42) towards the services receivedAccording to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanBased on this information, no refund is currently warrantedMs*** may discuss this further with hospital leadership

Complaint: ***
I am rejecting this response because:This is absolutely ridiculous and I don't feel we should have to pay when we have had to pay hundreds to take *** to other doctorsIt is mentioned we were referred out? WE WERE TOLD THAT THEY HAVE NO APPOINTMENTS at least 4x in the past few months for various issues, so referring OUT is definitely not the situation I am inReferred out means they refer you to a SPECIALIST when they need other doctors in the realm of the care*** has had numerous rashes, and *** has had very bad instances since they put her on prozac needing medical attention.
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 matterWe unfortunately have no record of Ms***
contacting the Wellness Plan Relations team until November 6, However, as no services have been rendered, we have refunded all payments made since the plan’s July 17, renewal, equal to five payments @ $each, for a total refund of $Ms*** should see this refund reflected in the account on file within three to five business days to allow for bank processing

Revdex.com:Since Banfield will not allow me to be released from the monthly charge of the wellness plans that I did not authorize to be renewed, I will go to the nearest location which is over one hour from my current home.Sincerely, *** ***