Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from our client [redacted] 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 your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matterWe have been made aware that the local Doctor has attempted to reach you via phone and we would request that you return that call to discuss these concerns and your recent experience

Banfield has made no attempts of reaching out to me to specifically resolve the issuetheir call was to convince me that "maybe the fecal was wrong or late" what lies is this? this is yet another way of trying to bring the person down by downgrading them stating "obscene language" because of Benfield I landed up paying close $because they claimed that Atty's fecal exam was negativeHad they actually conducted the fecal exam we would have known the diagnosis right away and I wouldn't have had to spend $at the emergency room to get x-rays doneeven at SVS they informed them saying that the Giardia and fecal was negativeAnd now that I have reached out to another doctor and resolved this issue, they are trying to make the customer look bad These are simply cheap and reactive theatricsIn retrospect they have even refused to check weather they have done the exams they claimed and made me pay for costing me $for fecal exam and the Giardia exam Clients are always upset when they see their furry friends suffer at the Evil hands of Bad quality Vets looking to disregard the complain and now trying to hide behind obscene language claimsThey are refusing to resolutions and making claims here Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted] *

As MrS [redacted] was the one to speak with the local hospital leadership we have asked that they reach back out to him to readdress these concerns

Thank you for forwarding a copy of the complaint from our client [redacted] ***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 As 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 This matter has been reviewed by the Leadership overseeing the hospital as well as the Field Leadership overseeing the area and it has been determined that Mr***’s pet was given appropriate careMr [redacted] was informed it would be his responsibility to pay for the services his pet had receivedAny further questions or concerns Mr [redacted] has about the care his pet received would be best addressed by the Chief of Staff Veterinarian at the hospital In this case, [redacted] received $worth of services and discounts and Mr [redacted] paid $The remaining payments come to $According to the terms and conditions agreed to by Mr***, he is responsible for this balanceThis balance can be paid all at once by contacting our Wellness Plan Relations team or by letting the payments draft as due on the 19th of each monthThe plan has been set to not renew

Thank you for providing Mr [redacted] 's responseThe Terms and Conditions were included as a supplementary copy of the original documentation provided to Mr [redacted] when he signed a hard copy of the agreement, a copy of which was also provided in the previous responseThe agreement was signed, and as such is valid, as is the debt owed

Complaint: [redacted] I am rejecting this response because: We were told on Sunday that my dogs meds would not be available for weeks(they called us to tell us that!) The ped meds rep tried for days to contact the doctor to fill the prescription and no one would help because the Drwas off for daysThe Pet Meds rep told us the meds were in at BahnfieldNo one ever tried to help us from this terrible Vet PracticeWhen I called the Pet store they said they get complaints all the time for these guysShe said she took her dog elsewhere for serviceTHEY DONT CARE!

It is our understanding that the local hospital contacted you and the owner of record regarding the urine culture results on 3/after having received them from the outside lab late on 3/As explained on the day of the visit as well as on the 22nd the samples taken were sent to an outside lab and would take a minimum of 7-days until results would be receivedWe do understand the frustration of reoccurring urinary concerns in a male cat and are more than happy to discuss ongoing treatment options however as all services paid for were provided and were medically appropriate - no refund will be granted at this time

Thank you for forwarding a copy of the complaint from our client [redacted] ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWe apologize for the difficulty Ms [redacted] has experienced when attempting to use services from her Optimum Wellness PlanMs [redacted] was sent multiple notifications that we pet was due for services and did not schedule or come in for an appointmentAs she did not bring her pet in to utilize the available services they were left unusedAn Optimum Wellness Plan is an annual agreement and the services available under that agreement reset each year on the anniversary dateOn 5/9/Ms [redacted] downgraded her Optimum Wellness Plan from the Dog Active Prevention to the Dog Essential WellnessThe Dog Essential Wellness plan does not include a urinalysisWhile it is provided at a discount under her Optimum Wellness Plan a urinalysis is not includedMs [redacted] would be required to pay for a urinalysis if she would like one performed

Thank you for providing Mr [redacted] responseIn reviewing the information, Mr [redacted] concerns had been forwarded to the hospital management and leadership responsible for the Scottsdale, AZ hospital off of [redacted] ***We have it on file that the hospital management had resolved the matter as of July 9,

Complaint: [redacted] I am rejecting this response because: At the time of purchase, my wife was NOT informed of any cancellation termsNor was she provided with any information beyond a perfunctory information pamphlet and receiptShe felt pressured into buying the plan at that time because she was never given a quote for services before they were performedWe were unable to pay the full amount up front but the agent stated the services were included in the "Plan" and could be paid incrementally Banfield never even bothered to get a current address for our plan or update my wife's name(She had taken a cat to Banfield roughly seven years prior for a single, free exam.) I would request that Banfield provide proof that their claims are accurate and she was given all the relevant information at time of purchase Sincerely, [redacted]

As previously noted this concern would be best addressed directly with the attending Veterinarian We ask that you allow them a few days to review the case and contact you to discuss the matterWe cannot resolve this matter via this avenue unless/until the hospital and field leaders have had a chance to review and discuss the medical concerns

Thank you for forwarding a copy of the complaint from our client [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets We appreciate the opportunity to address this matterBanfield offers price matching to our clients for identical products found at lower prices with other pet pharmaciesThis includes online pharmacies such as 1-800-PetMedsIn order for price matching to be honored, a printed ad showing the product and pricing must be presented at Banfield at the time of purchase for the price to be valid at the time of the purchase or can retroactively be credited up to days after the date of purchase at BanfieldPrice matching cannot be combined with any other coupons or offersThe charges listed on the invoice referenced by Mr [redacted] were for other services provided by Banfield not related to the purchase of Triheart and therefore we are unable to offer a refund for these servicesBanfield would be glad to offer to price match the Triheart for Mr [redacted] provided that the requested ad is presented at the time of purchase

Banfield will not be waiving any valid fees in this matterThe plan was cancelled for non-payment and the balance owed was sent to collections, per the terms of the agreementAs previously stated Banfield made several phone calls and sent letters beginning in November when the monthly payments began to failWhen we spoke with [redacted] and [redacted] on 1/21/it was documented that Mr [redacted] would be calling back the following Monday to make payment of the owedUnfortunately we did not hear back [redacted] or [redacted] until March 4thThe plan auto cancelled to collections on March 6th per the terms of the agreementOn March 11th we again spoke with [redacted] and again we explained the balance owed on the plan, the plan status and the pending collectionsMs [redacted] stated at that time that she would not be paying the balance owed We are sorry we are not able to resolve this matter to [redacted] 's satisfaction however the account that is currently in collections is a valid debt

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me.Ms [redacted] was very helpful and I appreciate her working with me to resolve the issue Sincerely, [redacted]

Thank you for forwarding this concern from our client, Mr [redacted] We also received a copy of this complaint directly from Mrand Mrs [redacted] The local hospital discussed these concerns and answered these questions at the time of the blood work redraw on March 27thFurthermore, the local field leaders have been made aware of these experiences and will be working directly with the hospital team to address them

Thank you for bringing this to our attentionThere appears to have been a glitch in the software and the cancellation of the OWP was stalledThere are no monies owed on this plan and we have forced through the cancellation this morning

We are looking into the delay in communication Ms [redacted] is experiencingIn the mean time we have elevated this matter to the area leaders and have asked them to reach out Ms [redacted] directly

Complaint: [redacted] I am rejecting this response because: Banfield was aware the cat was not [redacted] 's as confirmed in the police report from staff statements and they treated the cat without the owner's knowledge or consentThis is going to become a larger matter as we have consulted with an attorney and will be filing suit against Banfield

Complaint: [redacted] I am rejecting this response because: I will accept it when the refund is processedThe response says that the refund has been made, but as of today, there is no refund that has been credited or pending to the card that you would have on file Sincerely, [redacted]

Banfield has been in contact with Mr [redacted] directly regarding this matterThe medical care and diagnostics recommended were appropriate and well within practice standards given the pet's presenting condition, the seriousness of the medical complaints (vomiting blood/dark tarry stool) and recent historyAs the physical examination was authorized and provided in full, all recommended diagnostics and therapies were declined, and Mr [redacted] elected to discontinue the visit prior to allowing the veterinarian to make additional recommendations for empirical treatments there will be no refund for the office call/physical exam fee