Banfield Pet Hospital

As Mr*** has been informed on multiple locations until the agreed upon amount has been paid Banfield will report the debt as settled to the collections agency and the mark on his credit report will be removed

Complaint: ***
I am rejecting this response because:This is incorrect, your doctors cannot scare and harass someone by saying definitive diagnosis like “abnormalities” concerning their pet and then say that I consented to what I’ve been through. I consented under duress to these unnecessary tests because they exacerbated and in The end took advantage of my medical issues, *** is a registered service for my diagnosed anxiety issues, scaring me into thinking my puppy has some abnormality in his wrists is unethical, the fact is you are forcing me into subjecting my dog to abhorable and negligent careAs for the not treating correctly because of diarrhea, which is simply an excuse as you even got THE AREA WRONG - he had a pulled muscle which had nothing to do with his wrists, He didn’t have diarrhea at the time, he was still finishing the course of medication for the DIARRHEA YOU CAUSED just a little while ago by not administering an allergy shotI am tired of subjecting myself and my puppy to your abusive practices and will not be bullied into continuing to bring my puppy thereFor the amount of stress and anxiety, for the awful and neglectful choices made by you and your doctors I shouldn’t have to pay for awful service, services that caused my puppy DIARRHEA, services that caused me SERIOUS ANXIETY AND UNNECESSARY ANXIETYFrom all the fowl experiences I had with you, I feared elements of discriminatory behavior against me because I couldn’t believe that doctors could have such poor decision making or just be this bad in generalI do not want to bring my dog back to these hospital, and I feel for the AWFUL EXPERIENCES, DESTRUCTIVE DECISIONS, and the UNNECESSARY STRESS you have caused me I shouldn’t have toAnd I certainly shouldn’t have to pay for you causing you all this, causing me this level of anxiety, playing on my fears and scaring me into diagnosis.
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 me and frankly am happy not to be doing business with this firm. Sincerely, *** ***

As discussed with our client in March 2016, at the time of the incident, and again on 9/27/17, the care and medical recommendations provided to *** were medically appropriate and therefore not be reimbursedAs our client chose to discontinue paying for the services received under the plan
agreement the unpaid balance was sent to a third party collections agency.Banfield will not be reimbursing any fees paid toward the appropriate medical care, nor will we be waiving any of the valid debt currently in collections

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 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, *** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $32.95) towards the services receivedMs***’s Optimum Wellness Plan was cancelled to collections as of January 6, after five months of non-paymentThe amount owed to cancel the Optimum Wellness Plan is $When Ms*** was in contact with the head of Client Advocate Support, DrAri Z***, it was agreed that Ms*** could settle this debt for $According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanA copy of the signed agreement, the signed Authorization to Provide Care, and the itemized invoice from the visit have 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 Ms***’s credit report 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 Pets. Although 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 nature. This concern would be best addressed directly with the attending Veterinarian. We have passed on your concerns to the hospital and their leadership team and they will be contacting Mr*** to address his concerns

Thank you for forwarding a copy of the complaint from our clients, *** and *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWe understand that both Mrand Mrs
*** have been in communication with Call Center Lead, Emily C*** regarding this situationThe following solutions were presented to the clients to rectify the matter: either two payments could be waived towards the plan and two four-packs of FirstShield Trio be sent to the clients; or the clients could cancel the plan after making one additional payment to cover the production costs of the services already rendered to themAt this time, we are awaiting a response from the clientsWe understand that they have attempted to contact MsC*** on February 17, unsuccessfully, and that she has since attempted to return their callOnce contact is made between MsEmily C*** and Mrand Mrs***, we believe this matter will be resolved

When Ms*** presented her per, Daisy, to the Cherry Hill location she very specifically stated that she did not want the tooth extracted unless radiographs confirmed the cause of the abscess ("root problem vsperiodontal disease" as she wanted to avoid tooth extractionWhile Daisy was under
anesthesia dental radiographs were performedMs*** was contacted and informed that there was no evidence of a slab fracture, or pulp exposure, and although there was evidence of ankylosis and bone loss of the tooth (108) there was no obvious periapical lucency. Consultation with a veterinary dentist was recommended to determine if tooth could be savedThe possibility of a root canal was also discussed. At that point Daisy was still under anesthesia but was hypothermic despite warming attempts by the staffThe DVM did not feel it was in Daisy's best interest to continue anesthesia as her continued hypothermia placed her at greater anesthetic risk. Banfield representatives have spoken with Ms*** regarding this matter and although we have attempted to assist in scheduling the requested tooth extraction Ms*** did not present DaisyIf Ms*** continues to have concerns we recommend that she reach back out to the treating veterinarian

Complaint: ***
I am rejecting this response because: I have communicated with the office in question with out resultThe agreement that was made with Lori was for $The month of April $was automatically withdrawn from my account and now in the month of May $has been with drawnNow totaling Even though no one has attempted to contact me to resolve the matter I will again attempt to contact Lori to resolve this week.
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 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
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)
Had Ms*** cancelled her OWP the day after the first visit, she would have been expected to pay the full retail cost of all services rendered as stated in the terms and conditionsMs*** did not cancelled her OWP and stopped paying instead resulting in the OWP being sent to a third party collections agencyNumerous attempts were made to contact Ms*** to resolve this issue
According to the agreement, she is responsible for fulfilling her obligation under the Wellness PlanIn this case, Ms*** did not sign the OWP agreement and the collections account has been removed from her nameHowever, the OWP cannot be reinstated

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 Mr*** concerns to the hospital and we highly encourage him 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 Pets. Although 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 nature. This concern would be best addressed directly with the attending Veterinarian. We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter

Complaint: ***
I am rejecting this response because:Complaint: ***I am rejecting this response because: The perscription I recieved from the pharmacy shows different instructions that the pharmacy had to call and get from the vet since they did not send any information with the prescription*** back nails were clipped fineMy aunt was present in the room, I never threatened the vetShe is willing to provide a statment, as she was there to see about a wellness plan for her dog as well*** has been going to this vet for year in February, and has never had an issue getting a pedicure up until this visitI asked if they were doing something harmful to her because she is sharp-shy and she will only bite when she is scared, however, they were able to clip her back nails somehow without being bitThey were away for at least minutes before returningAttatched is her front paw (2nd picture) compared to her back paw (3rd picture) on the same dayMy aunt as well as I noticed she had clipped the back nailsThe first image is the perscription I recieved from the pharmacy showing a perscription for 30mg of prednisone a day, not as stated in medical records sent to Marina Animal Clinic and as they are stating nowAgain, we were waiting at the pharmacy for an hour, we checked out of Banfield ar 4:24pm received *** medicine at 5:19pmDuring that time the pharmacist had to contact Banfield to get the specific instructions since theu neglected to leave instructions because she was very upset due to me commenting on the lack of customer serviceDrK***, myself, and my aunt werethr inky present in the roomShe was very upset leaving, her face was red because I told her I didnt feel the sincerity in her voice or faceThey also did not want to give me a receipt until I requested one because I informed the doctor I would be doing the survey on the lack if customer service presented with the two interactions weve had.Sincerely, *** ***

Ms*** was charged for her monthly payments twice in NovemberOnce on November 5th for the October 12th payments that had been initially refused by her bank and again on November 26th for the November 12th payments that were again initially refused by her bankMs*** will notice that she had no payments withdrawn in the month of October
Again Ms*** has made a total of payments on each plan (August, September, and in November)
The cancellation amounts previously provided are 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 matterOn November 27th, 2017, Ms*** came
into the Fayetteville, GA Banfield Pet Hospital location with her pet ***She approved the services and agreed to renew her Optimum Wellness Plan to cover the costs of the dental cleaning and other services her pet *** would be receiving that dayMs***’s signed treatment plan detailing and authorizing these services is attachedAfter the procedures were performed Ms*** returned to pick up her pet and refused to sign the new Optimum Wellness Plan agreement renewal or pay the retail cost of the services provided that dayAs payment was not received for the services provided the balance Ms*** owed was sent to collectionsPer 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 report. As this was a valid debt it was reported appropriately we cannot remove it from *** ***’s credit report at this timeIf Ms*** would like to resolve the debt we encourage her to contact our Client Financial Services team at (888) 448-At this time, we are declining to grant Ms***’s desired settlement

We are sorry to hear that Mr*** is unsatisfied with our previous answerAs Mrs*** signed a treatment plan authorizing the services that were provided on April 2, the plan (attached) and as such the costs to cancel the plan will stand

We apologize for any confusionOur client financial services team has agreed to settle the amount with Mr***As the settlement balance is less that the total owed debt the balances owed do differ between our records and IC SystemsAs long as Mr*** pays off the remaining balance owed ($75.57) to the client financial services team at Banfield the collections balance will be removed

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meIt is however an outright lie Firstly why in gods name would I renew a policy with a company that almost killed my dogs?Secondly when I picked up the medical records I specifically instructed the front desk at the banfleid clinic to make sure my policy was cancelled thirdly dr B*** called me personally and verified that my policy was cancelled .how this unethical company is allowed to do business is beyond me comprehension ?Sincerely, *** ***

Ms*** pet, ***, was diagnosed with a severe demodex infection and a severe secondary skin infection that, as it had been going on for some time, would take a longer recovery period (weeks to months)Many recommendations made over the course of care were made to determine the cause of the
secondary skin infections including feeding specific diets and additional testing for allergiesUnfortunately most of these recommendations and therapy recommendations were declined or postponed by Ms***As *** failed to receive the full course of treatment he continued to, as of our last contact from Ms*** in July, suffer from his chronic and painful skin infections.As all medical care and recommendations made were appropriate we must declined the requested 'refund'