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 PetsWe appreciate the opportunity to address this matter
Banfield Pet Hospital is committed to providing quality
veterinary care for all pets and offer our Optimum Wellness Plans as an option to make preventative care accessible for pet owners and their petsUnder the Wellness Plans that were enrolled for *** *** pets, Banfield provided preventative care upfront for which the costs are spread into a month installment planUnder this plan, there is a remaining balance to cover preventative care services that have already been providedDue to these services being provided, Banfield cannot offer a refund for the Wellness Plans as requested by *** ***
Per the complaint from *** *** we are concerned that there may be some confusion on what services and diagnostics were provided to each petWe can provide a copy of medical records and lab results for all pets upon request

Complaint: ***I am rejecting this response because:
*** did not health issues prior to receiving his shots*** according to *** *** was in good healthHow does he go from being healthy to almost being put down? I know the company is going to back up the Vet so they do not take responsibility because of liability reasons but I am very disappointed in the way they are handling thisI am a single mother and did have $for extra medical expenses right after Christmas for something that clearly went wrong on their endWhether it was giving him shots early that were meant for February or giving him a shot that has been known to kill dogs, his illness resulted from those shots and it is unfair that they will not do what is right by letting me out of my contract with no fees and reimbursing me the fees and cost from the emergency roomI will continue to fight thisI will go to channel Newsif I have toI met someone whose dog became sick after receiving shots and needed the same medications as ***I will get together with her and find others to bring awareness not only to the practices of this clinic but also to the vaccinations they are giving our petsI wanted to settle this quietly but I guess this company does not want toThank you Revdex.com for your help

We appreciate Mr*** reaching out to us regarding his recent interactionsWe have reviewed the calls in this matter and will be addressing any concerns directly with our associatesWe are unable to share these calls externally and the outcome of any review/disciplinary actions would be
internal and confidentialWe do apologize for any confusion and would like to attempt to clear that up at this timeIn the initialy call with our associate Jenny, Mr*** was informed that the plan would be ready for use days after enrollmentThe membership fee and first monthly payment were due at the time of enrollmentWe believe the to be the point of confusionBanfield did waive the membership fee as a client service gesture, at the time of enrollment, and Mr*** paid the first monthly paymentThe plan has been transferred into the local hospital and is ready for useAgain, the Team Lead, Emily, will be addressing any inappropriateness with our associate if noted on the call however we cannot release the call or the results of the review to a client or an external sourceBanfield will not be contacting Mr*** with the requested materials

Complaint: ***
I am rejecting this response because:
The only 'further' treatment given to me by Banfield was to more blood work for a thyroid testThis establishment didn't even look into her eyes or do a thorough examination even afforded to a human being***'s vet saw "immediately a problem looking into her eyes "thoroughly checking her outThe thyroid test was the "ONLY" treatment given to me & yes I did decline thatAll the other things listed in the document papers were NEVER discussed & I didn't see them until I got homeAll that doctor did was move around her two back legs, she didn't do one other thing at all!! Even when & if you take an animal to any other emergency Vet, they check that pet out in fullBanfield did not!!! And this is acceptable care?? I beg to differI explained to them *** had been walking strange to the point of tipping over when walking, when jumping on the bed that sometimes she didn't make it, that she'd started throwing upAny 'respectable doctor or establishment would've asked deeper questions to get a handle on something, anything to make sense of it, would've even looked in her eyes as part of an exam- but they didn't even do thatTheir care was insufficient & totally unconcerning, just worried about their bottom line--money; not my sweet babyAnd I believe $is way too much of a cost in doing absolutely 'nothing'Even the meds given to er without a thorough exam could've killed herPlus the fact when I called back to complain, they were rude to me on the phonePretty words don't make up the fact they were negligent in the care of my ***Period!!!
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 any opportunity to resolve client complaints and will be communicating directly with
Ms*** regarding his concerns

Complaint: ***
I am rejecting this response because: While some of the information on here is clearly accurate, and I will about that I misremembered what happened over a year ago, some of the more recent events are untrueI also ran out of characters to address all of my concernsWhile I was mistaken about signing ***'s original agreement, I have brought this up on numerous occasions at the Durham locationI was told I was added as a decision maker for get account when clearly I wasn'tWe were never told I would need to sign a formIf we had known, we would have absolutely done so as I am generally in charge on our dog's careIt is my email and my phone number on the account, but his nameIt would have been good if anyone there could have helped us work out this confusionOur cat *** is on an account under me, which is why she probably was foundIt is possible under my maiden name, which I had to ask on multiple occasions to be changed in the system before it finally happened and may not have ever happened with ***We do not recall being asked about an alternative delivery method for medications on 2/We were given a number to call if we had problemsWe were also told by the Durham clinic that there have been numerous issues with this vendorSince we are paying Banfield, I would assume that they would take care of issues instead of us taking care of themWe also had numerous confusions with the medications in generalWe would be out of meds and be told that nothing was dueWe alerted then that since their dosage was the same, we used the same box instead of having to open boxesYet no one ever mentioned that *** wasn't on a medication plan and this could be why we were running out without more showing up as availableWe would be changed for hey need when we brought her in, but when we had questions about supply, everyone seemed as confused as usThe last straw was recently when I scheduled an appointment onlineI was told there online time was wrong and was given a choice of times to drop off ***I then got a call several days before that I needed to come minutes earlier because my online time was wrongI explained that I made that appointment in a phone folland would like it to be honoredThe response was, "well, can't you just come at 7:15?" When I explained I couldn't, I was told that I could come at Then we received an alert a couple of days before that our drop off time was 7:It is clear that the Durham location is in shambles
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: the answer is incorrect and insufficient. I will take my complaint to the next level and seek litigation against Banfield Pet Hospital. I will be seeking damages for pain and suffering, attorney/litigation fees and costs, and a refund for the remainder of the unused Optimum Wellness PlanI paid for the plan in GOOD FAITH and they have responded in BAD FAITH and now my pet is deceased and they are not entitled to keep my money!!!! They reached out to me after my pet was deceased!!!!!!!!

Thank you for forwarding a copy of the complaint from our clients, Ms*** *** and Ms*** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterMs*** and Ms
*** concerns regarding the conduct of the hospital have been resubmitted to the leadership over the Virginia Beach hospitalWe have requested that they reach out once again to address their concernsWellness 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 @ $26.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $*** received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $26.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreements signed by Ms*** and Ms***, they are responsible for fulfilling their obligation under the Optimum Wellness PlanUntil MsWillaims and Ms*** detail alternative payment plans for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the accounts will be sent to Collections within Banfield before being forward onto the credit reporting agencies

Complaint: ***I am rejecting this response because
Referring *** to a specialist to determine the cause of his illness was a medically appropriate recommendation as rectal masses can have severe complicationsAlthough, the attending veterinarian did not palpate a rectal mass in August they did discuss the possibility of a rectal mass with Mr*** at that timeI do not agree with this statement at the time that *** was seen it was not determined what could have been causing him to rectally bleed.
We do understand Mr***’s frustrations with the *** bill, however will not be reimbursing/paying this bill. Banfield referred, as appropriate, to a specialist Even if a mass had been palpable sooner the same referral would have been madeI feel that a referral to a specialist should have been discussed much earlier during treatment optionsI am disgusted that it took multiple visits to Banfield as well as *** *** Vet Hospital before having to take *** to *** where he was admitted and then had surgery. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
The plan was explained to me that the monthly payment plan included the above mentioned services It did not I paid for all services over a period of time They didn't explain this the way it works They mislead the consumer. 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-Name on Record (If not under your own) - Pet Name Once we
have this information, we will ensure that this matter is looked into and addressed accordingly

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.According to our records, the client’s pet “***”
was seen on February 12th, for an appointment and services were provided on the visitPer the terms and conditions of the plan, the client is responsible for the cost of services used from their Wellness Plan if they wish to cancel before their plan year has endedIn this case the amount due to cancel is $This amount is the total of the remaining payments left on the plan yearPer the terms and conditions of the Wellness Plan, this balance is due since the retail cost of services provided exceed the cost of the plan yearWhile the dental cleaning was not performed on that visit, other services such as the bloodwork and comprehensive exam were performed for *** and therefore are dueThe client can obtain a copy of the invoice from the February 12th visit which would include an itemized list of the services performed that day along with the cost associated with those servicesCurrently the plan for *** is set to not renew and will cancel automatically once the remaining payments have been draftedThe client can also choose to pay the remaining balance in full by contacting our Wellness Plan Relations team at 888-649-

Complaint: ***I am rejecting this response because:
I asked for the compromise to lower my plan to be sent in writing and this was refused I have been back and forth between the Banfield location in Atlanta and corporate since October when the renewal occurredI have been told by the Atlanta location that they could not lower my wellness plan which auto renewed in October I'm certain you have record of thus IF calls are recorded Lack of trust in the verbal communication with corporate prevents me from acting on a verbal agreementI was willing to make the adjustment if the agreement was provided in writingI'm certain you have this recorded if corporate is being truthful in its practices
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 are deeply saddened to hear about the passing of *** and would like to offer our condolencesWe
understand that the client has concerns about the balance that was due on the day of services and would like to clarify the chargesWe appreciate the opportunity to address this matter*** was originally enrolled in our Active Prevention plan level that did not include the x-rays as part of the planThe x-rays are included as part of our Special Care plan level which was recommended so that these services would be included in the planHowever, since the pet was then taken to a different veterinary care facility and unfortunately passed away, the services were not pulled from the plan and therefore the balance for the x-rays done was due in full that same dayAny balance left unpaid would be referred to collections at the end of the dayHad the x-rays been done under the coverage of the Special Care plan, the client would have had to continue making the monthly installments on the plan until the cost of these services was paid into the planSince the balance paid of $was due for a service that was provided, we are not able to offer a refund of this amountThe plan was cancelled at no cost since no services were utilized from the plan and we have credited a refund for the January payment that taken on 1/5/The collections balance was paid in full on February 4th, and has been removed from collections

We would like to look into this reported experience however none of the client information provided is linked with a client accountCan you please provide us with the client information found on the invoice so that we can locate the records?

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

From: D*** *** Sent: Monday, March 26, 9:AM To: Complaints Subject: Issue Resolved Thank you! *** ***

Mr***, thank you for providing the information needed to locate the plan for your pet, ***Although we see no notation that Mrand Mrs*** requested the auto-renewal option be cancelled we do see that no services have been used on the renewed planAs such, we have processed the requested refund for the processed March and April
We might have been able to resolve this matter sooner if Mrs***, the account holder, had contacted us as requested

refund check has been issued and mailed to customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
The information used could not have been the most accurate since the bill I received had a past due balance and the amount that Knight Barry used as a "past due" balance on the proration was not even correct If Knight Barry would like to collect from the seller post closing feel free but if they are going to be in the business of doing this they need to be accurate I would never have assumed that they would underestimate the amount the seller was due otherwise I would not have signed the doc's I will expect them to refund me the amount requested - if they would like to collect from the seller feel free If not I will be happy to make everyone I know (and can) aware of what an poor job Knight Barry did in this case
Regards,
*** ***