Banfield Pet Hospital

Complaint: ***
I am rejecting this response because: I did not receive a call nor any voicemails from PetSmart through this entire ordeal but the one that I have stated prior I reached out on Monday was promised a call back I waited until today, Friday reached out againGot the runaround finally got a competent manager after the third tryJust terrible customer service I stand by my complaintAnd will continuously reject due to negligence of customer service and of my animal since I was trying to schedule an appointment for my animal since this is been an ongoing issue since AugustThe practicing manager said that they had a video of what happened so if they would like to send it in as evidence I would be more than happy to review it and see what happened in that room that I may not recollect
Sincerely,
*** ***

Thank you for providing Ms***’s responseOur records indicate that *** ***, the current practice manager, has attempted to contact Ms*** on November 25, 28, and As of now, we do not believe that Ms*** has returned Ms***’s callsWe also understand that the Medical Director, DrAllison B***, has also made an attempt to contact Ms*** on November 27, These calls were placed to the phone number that Ms*** has provided to the Revdex.comIf that number is not correct, we request that Ms*** provide us with the most current phone number availableIf she has received these messages, we request that she contact the local hospital leadership directly for assistance

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 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
As indicated in the terms, if client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts dueHowever, if a monthly payment is past due for days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments
Ms*** stopped making payments on the OWP after May 19, The OWP was automatically cancelled on October 20, 2017, more than days after the last payment was madePursuant to the terms of the OWP, Banfield is entitled the remaining payments on the plan of $According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness Plan
This is a valid and collectable debt

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 awayMs*** received services and discounts on the Optimum Wellness Plan, but only made two payments (@ $each, or $total) towards the balance incurredWe understand that she had contacted the Wellness Plan Relations team regarding her plan on June 11, 2012, at which point she was advised of the owed balanceAt that time, she indicated she would maintain the planPayments ceased to be drafted as of July 12, Our records indicate that multiple messages were left for Ms*** regarding the past-due balance since that date, and notices were mailed to the address on file, which match what Ms*** has included with her statementPer 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 *** ***’s credit report at this timeI encourage *** *** to contact our third party collections agency, ICS, directly at 1-888-735-0516, or to contact the Client Financial Services team at 888-448-for assistance

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 nature. This concern would be best addressed directly with the attending Veterinarian and medical teamWe have passed on your concerns to the local hospital and field leaders and we highly encourage you to communicate with them directly regarding this matter.We are so very sorry to hear about the loss of *** - We do understand that this is a difficult time for you and your family

We are sorry that we are unable to resolve this matter to your satisfactionAgain our notes indicate that all charges were discussed with the owner of record on file and were authorized prior to being completed

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 is reaching out to *** *** directly
to discuss her concernsWe are awaiting her return call 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. We appreciate any opportunity to resolve client complaints and our field leadership has been
communicating directly with *** *** regarding her concerns and actively working towards a resolution for the client

Ms***-*** we sincerely apologize for any miscommunication or failure on our part to fully explain this processAs your bank is aware of this authorized (by original agreement dated September 14, 2015) monthly withdrawal our records are automatically updated when there is a new card
issuedThis is done automatically through a computer program used by banks and billing establishmentsThere was no individual that released your information inappropriatelyThe banking system we use for the monthly withdrawals communicated with your bank’s system and that is how we received the new card informationAlthough usually a timely process it appears to have slowed in this case
We do understand the confusion this may have causedWe also can understand the frustration and financial difficulty you may have experienced when the past due payments and NSF fees were all processed on March 5thWe see that you were charged on March 5th for the October 19th ($32.95) payment and NSF fee ($20.00), the November 19th ($32.95) payment, December 19th ($32.95) payment and NSF fee ($20.00), the January 19th ($32.95) payment and the February 19th ($32.95) payment for a total of $
We have submitted a refund for the $in NFS fees today as a client service gestureHowever as these are valid agreements, services were authorized and performed and the new banking information was not obtained fraudulently we must decline your demand for reimbursement of all feesShould you choose to cancel your plan or cancel the automatic renewal please contact us at 888-649-

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 matterPlans automatically renew at the end of each plan year
because Pets need annual careIt is intended as a convenience for our clients so they are not required to resume a new plan agreement each yearPlan agreements require signees to initial indicating their understanding of the automatic renewal policyOur agreements also note that hospitals are not able to process cancellations or set plans for non-renewalTo do so, clients must contact the Wellness Plan Relations team, which Ms*** did on December 28, whereupon she reported that her pet, *** ***, had passed away in August of We unfortunately do not have Ms***’s conversation with her local hospital from June or July of on record; the last documented contact between Ms*** and the *** *** hospital was an appointment reminder voicemail left on November 11, However, as no services were rendered since the Optimum Wellness Plan’s August 30th renewal, we have refunded the amount of $to the card on fileThis refund is comprised of four payments of $made since August 30, 2015, which had originally drafted on September 19, October 19, November 19, and December of A copy of the signed and initialed agreement has been provided for referenceWe now consider this matter resolved

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Complaint: ***
I am rejecting this response because:
1) You NEVER called my husbandI asked you guys to call him, and you did notThe next time we heard from you, you AGAIN called me.2) If you would like to recoup some of your loses, you will accept this partial payment and cancel my account OR send it to collections as I requestedI do not have money to pay you and even if I did, I would not pay you the amount you are requesting, as you've purposely made your cancellation process impossible to navigate, you misrepresented your services, you flat out ignored my requests for you to contact my husband because I WORK IN A CRITICAL CARE UNIT, hours a day and you harass me when I am at work. 3) I've accepted that this is how the company is run, harassing people regardless of their situation, misrepresenting your plan as pet insurance, making it impossible to cancel services, high balling prices, refusing to send my account to collections as I have requestedAnd this is ALL par for the course for BanfieldI only entered this information into the Revdex.com so that, with your other thousands of complaints about the same thing perhaps someone will finally take you guys to court.To be clear...I am not paying you the amount you are requestingPeriod.
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 regarding the costs of services and coverage of our
Wellness PlansThe Wellness Plans offered by Banfield 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 agreementThe primary aim is to include the preventative care as a bundled package of services that is more cost effective compared to paying out of pocket for services at retail priceSince the Wellness Plan does include many different types of diagnostic testing such as blood work and urinalysis, it can be beneficial for a pet needing diagnosing for any ongoing health concernsThe Wellness Plan includes yearly Urinalysis tests along with diagnostic blood work once a yearAs these service are included a certain amount of times per year, any additional blood work or urinalysis would incur an additional cost but would receive a 20% discount under the Wellness Plan as well as the free office visitWhile the Wellness Plan may not cover all services needed for diagnosing and treating health issues, it is beneficial in providing savings off the regular price of any additional services that may be neededA full list of covered services would have been included on the Wellness Plan agreement that was signed by Ms*** at enrollment and can also be found on our website at Banfield.com.”

This plan was cancelled at no cost on by the local hospital

As indicated in our response to the previous complaint (Revdex.com Case #***) Banfield waived the final payments from the planMr*** paid his last monthly installment, per our agreement, on August 5, The plan is considered to be paid in full and there are no additional monies owed on the
planA letter has been sent to Mr*** indicating the plan's status as "cancelled"

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 @ $21.95) towards the services receivedThe last payment was waived as a client service gesture when Ms*** contacted the Wellness Plan Relations team on September 16, We do understand how difficult it is to lose a pet, especially one as young as ***, and we are very sorry for Ms***’s lossIn light of this, we have refunded the last four payments made by Ms***She should see the refund (in the amount of $87.80) reflected in the account on file within three to five business days to allow for bank processing

Complaint: ***I am rejecting this response because: I do not feel as though *** was given high quality care at allIt was very obvious that Dr*** *** and her staff were all about making the big bucks
They did unnecessary blood work on her which I specifically told them that she did not need done*** is strictly indoors and I know her previous owners and she most definitely does not have FIV or heartwormsI told Dr*** *** about MY two concerns with *** when I brought her inShe should have went with that instead of charging me out of the wazoo for unnecessary tests just to rack up ***'s vet billShe also charged me again for deworming *** when *** had already been dewormed
Dr*** *** did NOT tell me in person about the gastrointestinal issues when palpating herI wasn't aware of it until I read the vet report when I left Banfield
Dr*** *** did NOT even suggest antibiotics for ***I had to ask her myself if she could order some for *** because I was so concerned about her extreme lethargyBut she told me I would not be able to get any until MondayBanfield really should have antibiotics for small animals on hand in case they really need it
Dr*** *** would NOT let me come pick up *** before closing even though she was done doing tests on herAnd I was charged $just to keep her there and for supervision
Banfield does not provide high quality care for their clients petsThey have so many terrible reviews/complaints on so many different sites
I want my money back, or again, I will be taking this up with the Attorney General and the Minnesota Veterinary Board

Ms***; The only "***" *** registered in GA belongs to a different client and is not an active patientWe will either need to hear from Ms*** directly regarding her account or will need the phone number and/or the client ID (located on any invoice print out) in order to locate this file

Complaint: ***
I am rejecting this response because: At the time of service, the question "what services can we have for *** that would use up the current remaining amount in the plan?"*** made it clear that she wanted only services that would use up what she had already paid into the account, not anything moreSince services were done that exceeded the monies in the account, these services were not what she asked for Also, *** states that when the annual agreement was given to her to sign for renewal, she did not understand that it was an annual agreement, she states that she thought she was signing an agreement for treatmentIt was was very much a surprise to her to learn that she was locked into a plan for a year, which she found out on the phone when trying to discuss this situationAnd in the past several months *** has made inquiries into how best to use up the funds in order to close the account, no one during those calls mentioned that she had a annual agreement to meet.
Sincerely,
*** ***