Banfield Pet Hospital

We would be more than happy to look into this account and Ms***'s concerns however we are unable to locate an active OWP from the client information providedWe ask that Ms*** provide us with the account holder information or contact us directly to discuss the matter further

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 @ $40.95) towards the services receivedThe 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 PlanThe Wellness Plan Relations team offered to waive four payments towards Ms*** plan to make the costs equivalent to the lower plan level, or she could address her concerns regarding the services rendered at the Midtown hospital on January 8, with that hospital’s leadership; please note that Wellness Plan Relations is not able to waive the balance for services rendered on January 8, as that decision rests solely with the hospital leadershipMs*** declined both optionsWe have nothing documented on record regarding Ms***’ request to downgrade her plan until November 19, At that time, she was directly to contact the Midtown hospital directly to facilitate that request as it would require a new signed agreementMs*** did not do soAll of our calls are recorded for quality assurance, thus we maintain a thorough record of each of Ms***’ conversations with Banfield Pet Hospital’s home officeI have forwarded Ms***’ concerns regarding the hospital services to the Midtown leadership, and she should expect follow up from a representative of that team shortlyDue to the nature of her concerns, we recommend she follow up with the hospital directly for further assistanceOtherwise, the balance noted above is valid and payments will continue to attempt to be drafted

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 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 asked them to review your concern and reach out to you within business days

Complaint: ***
I am rejecting this response because:No recommendations were made by staff with the exception of excessive and unnecessary prescription foods and topical solutions sold at their officeAs evidenced by me cancelling mid-cycle my two dogs wellness plans in early January (after being a loyal client for over 3+ years) and thus paying hefty penalties, the desired "wellness" treatments were not performed as per my receiptsThe only recommendation they consistently made was for me to leave my dog at their facility for an evaluation whenever I expressed concernI have never would leave *** unattended and in years *** was never boarded when I travelledAs a result of Banfields negligence, my family member *** expired at years old from spleen, liver and lymph node cancer, less than a month after his last physical visit at their office*** ***, the office manager, who called me regarding this complaint is not only unprofessional to the clients at Banfield, but she showed absolutley no compassion or empathy what so ever for my loss and instead called me abrasively and robotically regarding this complaint as if she was conducting a survey saying "she is calling requesting my feedback." Never addressing his illness nor the fact that he was now deceasedShe did not acknowledge nor address the complaint I filed with the Revdex.com directlyBoth as an educated consumer and a Senior Vice President at a Fortune Company, I can say I have never been addressed in a more condescending manner and treated so poorly in my entire lifeShe is disingenuous and it's apparent lacks the required experience for the role of office manager. I will be seeking further legal action in 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 the opportunity to address this matterWe have been made aware that the local hospital leadership
has reached out to you regarding your experienceThe hospital has since cancelled both of your Wellness Plans at no further cost to you

Complaint: ***
I am rejecting this response because: Their response includes several falsehoods or "alternative facts"I DID NOT DECLINE anoffer to have the care provided reviewed and Ms*** medical concerns addressed however she has declined to work with our Client Advocacy TeamAnd Banfield NEVER offered to look into my caseWhat they said was that I could not cancel and that they can transfer me to the complaint department which is NOT any kind of an offer or resolutionI do not accept the response and am still contesting the chargesAnd since I was never transferred to the complaint departmentWould like to file a complaint

As we have failed to reach Ms*** with multiple calls we have cancelled the plans for her cats Agora and ScarlettSince we received an original email from Ms*** on 3/14/requesting cancellation we have refunded the April, May and June payments on each of these plans for a total of $125.70, and have cancelled the plans as of 6/20/
Although Ms*** requested the plan for Cash also be cancelled as of March 18, services were used that dayAs such, and according to the terms of the agreement, the cost to cancel the plan early is $

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
First and foremost, Banfield would like to express
our condolences to Ms*** for the loss of her beloved companion ***We also shared in the sadness in her daughter’s pet when it passed last year
As Ms*** is not the owner of record for the other pet mentioned in the complaint we are unable to discuss that pet’s medical historyUnfortunately, we will never know what caused the passing of ***We do know that as *** passed more than weeks after her visit, however with ***’s age in mind (nearly years old) there were many possible causes to her passing
In regards to the Banfield OWP; these 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
Banfield has, as a client service gesture, waived monthly payment equaling $After applying that credit to Ms***’ OWP the fees associated with the early cancellation of this plan is $This amount may be paid in one lump sum or Ms*** may continue her monthly payments through the December 5th payment

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 affordableWellness 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 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) regardless of Pet status including Pet death or Pets given away In this case, *** received services and discounts with a retail value totaling $Mr*** has paid $(payments @ $43.45) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan was $According to the agreement signed by Mr***, he is responsible for fulfilling his obligation under the Optimum Wellness PlanAttached is a copy of the invoice from the client’s visit that includes an itemized list of the services providedPer our records we do show that the plan for *** was cancelled on July 11th, after being past due more than daysPer the plan agreement, the total for the remaining installments were referred to a third party collections agency IC SystemsCurrently the balance due with them shows the amount of $This amount does include additional charges levied by the collections agencyIn an effort to resolve this concern we would be willing to offer to settle this account and remove the collections for the amount of $which would have been the balance due to cancel the plan and cover the costs of the services that were rendered as part of the Wellness PlanUpon paying this amount this would be removed from collections and there would be no further balance dueThis amount can be resolved by contacting our Client Financial Services department at (888)

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, and apologize for any inconvenience that
may have been caused
Banfield Pet Hospital has put in place several ways to communicate with clients when their pets are due for servicesSome of these include; vaccine and appointment reminders sent through the mail, as well as hospital associates that contact the client to let them know their pets are due for servicesWe apologize if this did not happen in this caseIn addition, www.Banfield.com allows clients to see upcoming due dates for services, request appointment times, and update contact informationCombined, these resources are available to assist clients and our Banfield Hospital Teams with more effective communication and partnerships surrounding the care of pets
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 agreementThese services are provided at deep discounts under an annual agreementAs Ms*** did receive the majority of wellness plan services, with a retail cost of $433.91, within the month agreement, therefore a refund for the cost of those services is not appropriate
Per the signed Wellness Plan agreement, plan services are provided during drop-off appointments; which generally take 4- hoursThis time allows us to thoroughly examine and complete diagnostic testing for your PetFree office visits are available anytime during regular hours to ensure any problem is addressed as soon as possible
While there may be other pets in the hospital at the time of a drop off appointment, Banfield Pet Hospital takes great care in keeping infectious pets comfortable in isolation wards to avoid the spread of disease
Ms***’s plan was cancelled through our Wellness Plan Relations Team upon her request on April 27thUnfortunately this process does not generate a confirmation number, however we can provide Ms*** with a letter confirming that the cancellation was completed
A copy of the signed OWP agreement is included

Complaint: ***I am rejecting this response because:
Again, I spoke with your customer service centerThe remaining payments did not go through because my wife and I were receiving fraudulent charges on our account so we had to block and reissue our cards. Your customer service told me they could not tell me what the remaining balance was for and referred me back to the local Banfield which then referred me back to customer serviceI found myself frustrated running in circles with Banfield trying to figure out why after paying $for a general check up that anything was still owedI never received an invoice with these charges when I asked for itI had great credit up until dealing with your companyI paid my bills and have never dealt with anything like this. Fair credit laws state that the company validate all chargesI asked for an invoice showing what I was actually paying for and not once did I receive itI only received your collection notices and callsI assure you that I would not ruin my credit for $I would still gladly pay it if you would validate it and remove it from my creditIt is entirely unfair that you cannot send someone an invoice showing what charges I am paying for but you can demand your money. Sincerely,*** ***

Complaint: ***
I am rejecting this response because: What we were explained to the day of the visit (a Thursday) is that we would hear back by Tuesday at the latest, and we would know what type of bladder stone this would be Neither of these happened, and I'm diagusee that youOntinue to give myself and Revdex.com utterly statements 1)What will you do to apologize for your lies? What will you do to fix the solution about not receiving the test results within days as told? What will you do to provide to me what the bladder stone composition (obtained from the $urinalysis) is - as we still are awaiting that confirmation? If you understood my frustration, you would not have sent an irrelevant response filled simply with blatant lies I'd challenge you to look at my cat's file, and you will see everything I'm saying is backed up, and nothing that you have said is backed up I remain nearly speechless in the lack of animal care and overall customer service you've provided. to further prove my point, I will ask you this In our second appointment we were told an X-ray showed our cat has a bladder stone You hospital staff are saying now that we paid and additions $for a 7-business day long test - that showed us that he had a bladder stone How does that make any sense whatsoever?! In other words, the services I paid for have NOT been provided For other services, such as appointments during which they kept my pet hours and did not do any service, we were also charged Finally, we were charged for a week supply of medication that required a week supply Again, this was a complete waste of money for a prescription error on the part of you How on earth can you explain o me that I'm financially responsible for services that on my cat's own record state they were not performed?
Sincerely,
*** ***

Complaint: ***I am rejecting this response because: there are no signatures on the terms and conditions , therefore I never accepted liability for a full term
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I am sorry but I am not paying anything only because I had already requested my plan to be cancelled a while back and mentioned not to be renewed, however Banfield failed to make note of this and it is not my faultI honestly do not want to reiterate everything over and over again and not waste more timeSo that I am clear with what happened and also noted in my first response I clearly advised that I took my pet *** for a pedicure without any appointment it was simply a walk inBut the representative at the front desk advised me why not leave her to be seen by the vet since she still has available several services not used. I was in a hurry and did not see anything wrong with that and simply left my petSo with that said that is why I do not owe anything and will not pay anythingPeople need to provide better customer service and elaborate and or emphasize important matters so that way everyone is on the same page and just avoid careless mistakes and errorsUnderstand I did not do anything wrong and was expecting that my request was done accordingly and accurately 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 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 OWPAs 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 OWPIn this case, *** received services and discounts with a retail value of $and Ms*** has made one payment of $towards the planTherefore in this case the cost to cancel the plan early currently stands at $This is currently the balance owed for services already rendered

Thank you for providing us with Mr***'s concernMr*** has also spoken with one of our representatives and a formal complaint has been openedWe will be reaching out to Mrand Mrs*** directly to review and discuss this event

Complaint: ***
I am rejecting this response because:i was told to administer the medecine incorrectlyProduct given was awful to use and unknown if Medicine even left the bottle*** was simple liquid with syringe no mistakes easy applicationBanfield put 6-drops in ear but its hard so just give a few squertsWell that lasted forever then ee did it the other way and still nothingUnprofessionalLying about sedationNever a through cleaning because I checkedI know he was not sedated thats why she offered that as a refundShady expierence from a shady business*** also suggested to just squert the cleaning solution in the digs ear and let him shake it out and at the same time cleaning itAmazing it workedBanfield squert in ear use cotton balls to cleanNot that easy at allBanfield has many issues as a company and consumers should do their research firstDon't go by convenience go to the bestEvery time I do go to *** *** *** they always clean up anothets Vets messI withdrew all of my pets from Banfield and now proud to be in the *** *** *** ***

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 apologize for any concern that this may have caused the
client would like to take the opportunity to addressOur records indicate that currently there is a collections balance of $showing dueThis amount would be for the remaining installments that were due at the time of cancellation for the Wellness PlanWellness Plans are not insurance they 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 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 @ $28.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan was $for the remaining installments of the Wellness Plan since the cost of the services provided exceeded the cost of the plan year itselfIn this case we did offer to waive half of the remaining balance to cancel as a client service gesture which left remaining payments due to cancel which would be the total amount of $that is in questionThe final installments were set to be drafted automatically from the client’s checking account on file but the automatic drafts were declined when they were attemptedPer the terms and conditions of the Wellness Plan agreement, the plan was sent into collections after days of being past dueThis amount again was to cover the costs of services that had already been provided under the Wellness PlanIn an effort to resolve this issue for the client we are willing to offer to remove the remaining balance of $from collectionsThis would leave no further balance due for the clientAny changes to *** ***‘s credit report would be reflected to days after the change is reportedOnce a full days have passed, we invite *** *** to again check with the credit agency and, if there are any further questions, we encourage them to contact our third party collections agency, ICS, directly at ***

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 PetsWe appreciate the opportunity to address this matter
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 natureThe concerns regarding the recommended therapies would be best addressed directly with the attending Veterinarian(s)
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, 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
In this case, Vito Salami received services and discounts with a retail value totaling $Ms*** has paid $(payment @ $53.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is currently $

Subject: Re: Complaint ID: ***
Dear ***,Please correct your entry under the above referenced complaint to state that I am satisfied with the resolution offered by the businessThe statement associated with the closed complaint is incorrect as it stands now