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 matterOn March 29, Ms***-*** enrolled in
an Optimum Wellness Plan (OWP) for PepeThe 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 OWPIn September *** was put to sleep and the balance of the Wellness Plan was waived by the hospital as agreedMs***-*** made no more payments on this OWPHowever, Ms***-*** had enrolled two additional pets in OWPs on March 28, (*** and ***) under her accountThe agreement for *** was signed by Ms***-***The balance of this plans was not waived and was due as indicated in the agreement signed by Ms***-***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 OWPIn this case *** received services and discounts with a retail value totaling $Ms***-*** had paid $(payments of $32.95)The remaining balance of the plan was $(payments of $32.95)The last payment received was on August 25, and the plan was closed due to non-payment on February 10, The remaining balance of $was reported to our third part collections agency (I C Systems)Prior to the cancellation of the OWP, multiple attempts to contact Ms***-*** were made to resolve this issueMs***-*** did not sign the agreement for *** although he was enrolled under her accountThe balance for this plan was reported to I C Systems but does not belong to Ms***-***At this time, $has been reported as owed by Ms***-***As stated above, she did not sign the agreement for *** and is not responsible for that balanceHowever, she did sign the agreement for *** and is responsible for the balance of $plus collections charges of $This can be paid either through our Client Financial Team or by contacting the I C Systems directly The remaining balance ($282.76) will be removed from Ms***-***’ account and placed with the signer of the agreement

Thank you for forwarding a copy of the complaint from our clientBanfield sincerely apologizes for the communication concerns with the Revdex.com that lead to this matter not being addressed when it was initially submitted
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
As *** *** was informed at the time of this complaint in May and again in April 2016, when she contacted us directly, as services had been used from the plan after the renewal in excess of what had been paid into the plan *** *** was required to pay out the remainder of the plan year
This plan expired on April 13, No monies are owed on these OWP account

We are very sorry to hear of your recent experienceWe appreciate you reaching out and sharing your feedbackWe have forwarded your comments and concerns to the local hospital and field leadership for review and you should receive communication from a member of that team within business
days
Thank you again for taking the time to share your experience and providing us an opportunity to address this matter

Thank you for forwarding a copy of the complaint from our client *** * *** and their pet ***. 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 clear any concerns for
the client regarding the pricing of the services
This concern had been previously brought to our attention and was being addressed by the appropriate staff at the Banfield location in question as it appears there was a miscommunicationDr*** did reach out to the client to go over these concernsPer the notes of the conversation it was stated that the treatment in question had a cost of $on the first visitThis included the Osurnia medication and the application as well as an ear cleaning done as part of the initial applicationFor the follow up application there is no ear cleaning that is performed so therefore it is only comprised of the Osurnia medication and the application fee would be approximately $less than the initial applicationTo rectify this misunderstanding, we have agreed to waive the fee for the 2nd application as it is important that this treatment is followed through with for ***
Per our records, *** is currently scheduled for an appointment on October 23rd and we look forward to seeing *** for this appointmentThe client can contact the hospital with any other questions or concerns and they would be happy to assist

Complaint: ***
I am rejecting this response because I have been in contact with the location
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:All this company cares about is MoneyWhich is shameful, notice none of my concerns were addressed nor any of my questions answeredI was lied to and charged for things that were supposed to be in my pups planUntil my needs are met I will reach out even further to get my concerns metHow disgraceful a company and most certainly disheartening and now I know why this company just had an article written about how they rip off customersI just wish I'd known about these activities prior to signing up. Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Banfield representatives seem to misunderstand the nature of our complaintBanfield’s plan is sold and advertised as a “plan” that mitigates costs related to wellness services for animals via a monthly feeWhile the “Plans” do offer discounts, they are the same as a program like PetSmart’s Petperks or Giant Eagle’s FuelPerks cards to cite two popular examples. In no other regard do the “Optimum Wellness Plans” resemble anything but a loan or line of creditThis is not made clear to customersIn fact, many representatives--perhaps against corporate policy--use terms like “cover” or “pay for” in their sales pitch or defense of the “Plan’s” services. As such we were clearly misled into enrolling in a service or product that was severely misrepresented at every levelWe do not believe Banfield operated in good faith in creating a relationship with us. In addition, we called to cancel the plan on April 20, 2016--only days after the initial appointmentUnder the circumstances (having been forced to give up the pet that day) we requested special considerationWe requested to speak with a supervisor when the initial agent refused to provide an opportunity for considerationWe were told a supervisor would contact us but we were not contactedWe had to call again on April 27.
Sincerely,*** ***

Ms*** may obtain all the requested materials (copies of notification logs, letters, etc.) by contacting the third party collections agencyThey have access to and maintain these records
This is a valid debt, and has been validated with the third party collections agency, I.CSystems

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
On we received an email requesting that the plans for all pets be cancelledAn email response was sent providing confirmation that the OWPs for *** and *** were cancelled at no cost
The email also went onto to inform Mr*** that although the plans for *** and *** were set to not renew there were balances owed to cancel their plans based on the services already receivedMr*** was advised, in that email, to contact us via phone to discuss the balance owedWe did not hear from either Mror Mrs*** until December when we contacted them to advise them that their November payments for *** and *** had failed
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, *** received services and discounts with a retail value totaling $$in monthly payments have been paid towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $83.90, or two final monthly payments
*** received services and discounts with a retail value totaling $$in monthly payments have been paid towards the services receivedThe amount owed to cancel this Optimum Wellness Plan is $
Currently these two plans are on hold for failed paymentsIf no payments are received for more than days, from the October payment, the plan will be cancelled and all remaining monthly payments will be sent to collections, per the terms of the agreement

Revdex.com:
Contrary to their note,they don't work hard to provide excellent service This has been the 4th time over a year I have tried to cancel my service with them I am confident that they only cancelled the service this time because I got the Revdex.com involved The plan has been cancelled and the Revdex.com may close this case, however I would still like Banfield'a Revdex.com rating to be reviewed as it has taken me over a year to work past their deceptive billing and customer service practices and only when a complaint with the Revdex.com is filed do they finally do the right thing
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 matterPer the agreement, which has been included with this
response for reference, “A newly enrolled Member who has not been enrolled in a Plan within the preceding days may cancel this Agreement for any reason within (four) business days of enrollment (inclusive of enrollment day)The membership fee and any other fees paid are refundable minus the undiscounted retail value of any and all services/products delivered subsequent to enrollment.” This information is located on the third page of the agreement under the 9th heading under the Terms and ConditionsFor clarification, this means that as Ms*** signed up on November 6th, that day counted as the first of four business days within which she could cancel the plan and redeem the membership fee towards services renderedThe second business day would stand as November 7th, the third as November 8th, and the forth as November 9thAs the four day cancellation is typically handled at the hospital, the “business days” refer to those which the hospital is openIn this case, the ***, ** Banfield Pet Hospital is open seven day a weekMs*** contacted the Wellness Plan Relations team regarding her plan on November 10, As Ms*** has not presented her concerns regarding the services rendered to the *** hospital, we have supplied them with this informationA representative of that hospital’s leadership will be in contact soon with Ms*** to further discuss her concernsUntil Ms*** details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement

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

We will have a representative reach out to Ms*** to again discuss this matterAs we previously discussed all payments processed and APPROVED by her bank have been applied to her accountsAll accounts are up to date and there are no pending payments at this timeAlso all three OWPs have monthly
payments dates of the 5thThese payment dates can be moved to a different date but will need Ms***'s verbal authorization to do soAlso Banfield has also refunded the NSF $incurred from the January paymentThis was completed on 1/when Ms*** called us

Complaint: ***
I am rejecting this response because:I was not informed to callI never receiv d responsss after disputing the remaining balance. I asked to be treated fairly as a long term customer and waived these fees as a courtesy, regardless of policy, due to the poor service I received in the final yearsThis canned response shows that the company has no desire to be a good company who treats its customers fairly, but instead they choose to be heartless and soullessI will be sure to do my best, using all resources at my power, along with the help of influential friends in social media, to discourage anyone from using this service. I assure you in the end your treatment of me will cost you far more money than if you had just made this right in the first place.I am also still awaiting a legally binding contract signed by me showing that I am currently bound by these payments, without requiring me to go out of my way to visit a store I don’t want to be in because of bad memoriesPlease remember st the heart of this matter is the loss of a treasured family pet
Sincerely,
*** ***

ARevdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this response is satisfactory to me I don’t consider this a resolution until I hear what corrective action is being taken to prevent future occurrences.
Sincerely,
*** ***

The account for Ms*** required the final payments (11-26-17, 12-26-and 1-26-18) in order to fulfill the 12-month agreement and pay for the previously used servicesThe plan renewed on January 27, for a new 12-month agreementWhen Mr*** called on May 7, to cancel the plan
it was done so at no costAs no payments was made on the 2018-plan no reimbursement is due

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 matterFirst, we would like to apologize that this was not properly
addressed when Mr*** initially reached out to us through the Revdex.comWhile the collections balance was no longer shown within Banfield Pet Hospital’s records, it was not properly removed from IC SystemsWe have ensured that this was done, and provided IC Systems with the original date of paymentThis negative information will be removed from Mr***’s credit as soon as possible

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 are very sorry to hear of Ms***’ lossWellness
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 $Ms*** upgraded ***’s Optimum Wellness Plan on November 3, in order to cover the cost of radiographs recommended for the diagnosis of her pet, and which were completed on January 5, The previous anniversary date of Ms*** Wellness Plan was October 10thAll services done between October 10th and November 3rd were then waived off, minus one payment of $that had been processed on October 12thAs a client service gesture, we will waive the remaining three payments owned on Ms***’ plan (a total of $122.85) and ***’s plan will be cancelled effective immediately

Thank you for forwarding a copy of the complaint from our client Ms***. Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. We appreciate the opportunity to address this matterMs*** has been in communication with
Banfield regarding this matter and we have attempted to discuss this matter with her
When cancelling a plan within the business day window the membership fee and monthly payment are refundable minus the undiscounted retail value of services/products delivered subsequent to enrollmentIn this case the undiscounted retail value of services provided on the day on enrollment totaled $As the services received totaled more than the monies paid toward the services there was a cost to cancel the plan ($53.90) which Ms*** paid on April 6, when the plan was cancelledNo refund is due to Ms*** at this time