Banfield Pet Hospital

Our response provided on 9/14/did indicate only remaining payments would draftSince our response only payments (October 12th, November 12th and December 12th) have drafted
"The balance can either be paid all at once and the plan cancelled immediately or the remaining Wellness Plan payments can draft as due on the 12th of each month and the plan would then cancel."

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)In this case the OWP contract started on May 16, and would have ended on May 15, During this time, *** received services and discounts with a retail value totaling $1,*** *** paid $(payments @ $34.95)The last payment received was on September 19th, Multiple attempts were made to contact *** *** by both phone and letter to resolve this issueIn February of 2016, *** *** spoke with a hospital representative and was advised his OWP had not been paid and would be sent to collections if not brought currentHe was offered the number to bring his account currentThere was no agreement that the balance of his OWP would be waivedAccording to the agreement signed by *** ***, he is responsible for fulfilling his obligation under the Wellness PlanThere is no refund dueAt this time, the balance due is $This can be paid with our Client Financial Team at *** *** ***

It is our belief that the local hospital has addressed these additional questions as Ms** *** had paid the balance on the plan as of 5/7/17.We have attached a copy of the invoice for the visit in question for ***, at which she received her bi-annual comprehensive examination, preventive lab work (CBC, IOF, Heartworm test, etc.), annual vaccinations and parasite controlThe attached invoice also breaks down what was covered under the plan that was enrolled upon that dayAs Banfield OWPs are a package of itemized preventive veterinary care services available at a fixed cost where a client can elect to spread the cost of the OWP over a year with monthly payments or they can choose to pay up front for the entire annual cost of the OWP. OWP clients also receive other non-preventive veterinary care at a discountThe OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. A client can cancel an OWP at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the OWP less the amount of monthly payments made or (2) remaining monthly payments due under the term of the OWPIn this case as *** used services and discounts with a retail value of $Ms** *** was asked to pay for the remaining payments under the term of the OWP (option from above) as it was the less of the two cancellation options

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
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
In this case, there was a balance due of $to close out this account*** *** did send in a check for $and that was not cashed but returned with an explanation letter stating partial payments cannot be madeAnother check for $was also received and returned with the same explanationAt this point, because the account had not been paid for days, the account was turned into collections
In an effort to resolve this matter, we will waive the remaining balance and remove this account from collections

Ms*** was contacted by the local hospital leadership on Feb23rd at which time her concerns were discussed
First, wellness plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableWellness Plans do not cover emergencies or illnesses however they may provide a discount on additional services not covered by the plan
Second, it was discussed that *** *** was referred to an emergency hospital and the team believed (based off of Ms***’s description) that *** *** was experiencing a urinary blockageFeline urinary blockages are extremely urgent matters and often need overnight fluids, observation and careUnfortunately, Banfield does not have overnight staff and would not have been able to provide 24-hour careFurthermore depending on the patient levels, staffing levels or the existence of complicated or emergent cases in the hospital that day, referral to another facility may have been appropriate as again urinary blockages can be urgent matters in cats
In regards to the wellness plan, and as previously stated, *** *** received services from the wellness plan packageAlthough multiple attempts to reach Ms*** were made when the payments began to fail in April we did not hear from her regarding her account status until January 2016, at which time the plan had cancelled to collections per the terms of the agreement
The previously offered settlement of $for stands
We have set both the plan for *** and for *** to not renew and will expire in May and April respectivelyMedical records are available upon request at the local hospital detailing the dental cleanings provided

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 affordable
Wellness Plan services are provided at deep discounts under an annual agreement that may be cancelled at any time, however 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 awayThis information is provided at the time of enrollment in printed form with a copy of the agreement
In this case, *** received services and discounts with a retail value totaling $Ms*** has paid $towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $466.80, or the remaining monthly payments
We do apologize for any difficulty that Ms*** experienced when speaking with our representativesWe would encourage her to contact us again if we can help clarify any information regarding the plan, the services used or the cancellation processAt this time, and according to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness Plan

If Ms*** feels as though this is not her signature nor did she authorize it to be signed on her behalf we would encourage her to file police report

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 matterIn regards to the client’s concern about
the hospital charges in question, the amount charged does include the $for the bandaging along with the office visit fee of $that is included in the invoice for the visit made on June 16th, The office visit fee does apply to for any visit made to our hospitals for a pet to be seenWe do apologize for any confusion regarding the cost of the visitAttached is a copy of the invoice for the visit in question for the client’s recordsAny further questions regarding this can be addressed by the speaking directly with the practice manager at the location

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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 awayIn this case, *** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $33.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $According 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 agreementA copy Ms***’ signed Optimum Wellness Plan agreement, which has also been initialed to indicate her understanding of the automatic renewal, has been attached to this response for reference

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.Mr*** requested a recommended therapeutic
diet for his pet, ***The Practice Manager explained to Mr*** that the recommendation on file for *** expired in October In order to honor his request, Banfield requires a veterinarian/client/patient relationship with our Banfield doctor or a valid recommendation from his primary veterinarian to ensure that the therapeutic diet was safe for ***Mr*** became upset after learning this informationThe Practice manager spoke with the doctor at Banfield and offered the client a sample of dry therapeutic diet until Mr*** could provide a valid recommendation from his primary veterinarianMr*** was not satisfied with this alternative. After further review, it appears that a valid recommendation from ***’s primary veterinarian was received on June 6th which does allow us to help Mr*** to get the diet he is requesting for *** until that recommendation does expire

Complaint: ***I am rejecting this response because: They
continue to play games They have the account number and I told in the emails that the account was in my wife's name I told the rep on the phone several times the same thing and he checked it - Wife's name is *** *** The rep on the phone claimed not to see any emails in Feb, which is odd, because their staff responded to them Besides the credit card is a joint credit card - both names on the account I just want the refund and for Banfield hospital to stop wasting my time Folks it is pretty simple - pay the refund for the two months you owe us; change your process to allow people to cancel when they need to - you wasted my time, but your employees now have wasted more time - eating your profits by spending time answering emails, on the phone, etc it is not smart, not everyone is going to let you slide with this unprofessional and incompetent actions 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, *** ***

Complaint: ***I am rejecting this response because:
That is incorrect! I DID physically pick up MY PETS that dayAnd I was told EVERYTHING WAS TAKEN CARE OF by your employeesNo one came and picked them up for meI was NEVER once ASKED by any employee to sign any documentation of any kind either when I picked the animals up or when they called me to ask for me to give them the credit card information AGAIN
The account was NEVER to be set up under *** *** (My Ex-Husband) as he has nothing to do with the animals any more and because that is why there were problems in the first placeI was assured by your employees WHO HAD SUGGESTED STARTING A NEW ACCOUNT NOT ASSOCIATED WITH HIM that they had done so so there would be no future issue
All of the information in your response is incorrectI was out of state and unreachable as I have stated numerous times for the days followingAnd, AGAIN, had YOUR EMPLOYEES not made SO MANY ERRORS there would be no issue in the first place
You need to CORRECT EVERYTHING including any credit marks because this is an instance of your business being 100% at fault and employees not performing their duties and procedures properly causing the error and the situation in its entiretySincerely,*** ***

I have reviewed the response made by Banfield and have talked to the head of Veterinarian for this company in reference to complaint ID *** and we have come to a resolution

Complaint: ***I am rejecting this response because
I did contact the business and the manager told me he got his vaccinationsWhich is what we were supposed to be paying for After reviewing billThey charged us for services we did not ask for and gave our dog medications we didn't want They took him to the back and he was not with us when steroid was given We were told the would include the vaccinations I have contacted corporate with no response from themI contacted the banfield in Plainfield and could not get an explination why they didn't give vaccination I still want my 273$ back since we didn't get what we were quoted at the time of service They asked us to come back two more times for follow ups that are not needed I have talked with several other vets and none of them with hold vaccinations if ears are red None of them ask you to come back two more times either This company is not treating pets correctly and is a risk to all pet owners I have still been waiting for a phone call from the company had have yet to receive ISincerely,*** ***

Complaint: ***
I am rejecting this response because:
This is not a matter of a plan purchased and not paid forThis is a matter of assigning a collection to someone who had no involvementYou have no policy in identifying the customer or purchase agreementWhy are you addressing something unrelated to the complaint? Please address the complaintWhat steps do you take to identify your customer? Thanks so much

Complaint: ***I am rejecting this response because:
My dog has only had two vet visits with the company, telling me I can begin a new plan without paying the membership fee of $is absolutely insulting to the over $I paid them for "services rendered", services which I never used and therefore my dog never received the benefit ofThe fact that Banfield believes I would be willing to pay them another $after trying to resolve payment issues and being subjected to poor customer service is insulting, especially after my dog only receiving and using two months of care which was only worth around $of the $in total I have paid themThis company has outright taken $for care that my dog hasn't, and apparently, never will receiveIt's an insult to me as a consumer and further insulting as a pet owner they will not provide the care promised to my pet.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. 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: I have no missed calls from the Edison officeThe only number they have is my cell number and I can tell you it is going on weeks and I have nothing from themThe number is ***.
Sincerely,
*** ***