Banfield Pet Hospital

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me pending the outcome of the complaint to the NC Department of JusticeSincerely, *** ***

Accidently submitted as acceptedBanfield still has not offered any reconciliation about this complaint from their Salt Lake City location

Revdex.com: On Tuesday, April 3, 2018, *** had woken up acting a little sluggish and worn downI wake up at 5am for work, so I figured he had been tired and just wanted to sleepAfter I had gotten back home from work, he was still acting very worn down, sluggish, and sad*** is typically a high energy, big personality type of dog, so this was 100% out of the ordinary and I have never once seen him like thisIt seemed like there was some irritation/pain coming from his back/hip area later that evening (April 3, 2018), so I decided to do a little research on what to give dogs over the counter when they are experiencing painI ended up going and buying “Low Dose Aspirin 81mg” (Baby Aspirin) and cutting those in halfI did this the night of Tuesday, April 3, 2018, the morning/evening of April 4, By the evening of Wednesday April 4, 2018, I had noticed *** was quickly getting worse, and starting not to eat at allSo I scheduled an appointment for *** to get checked out on Thursday, April 5, @ 11:at the Hyde Park, Cincinnati Banfield Pet Hospital located inside Petsmart.During our visit at Banfield, Thursday April 5, @ 11:30am, the veterinarian was sweet, but had completely misdiagnosed *** had a temperature of during our visit at Banfield, which was blamed on “anxiety” even though he was calm, worn down, and sluggishThe temperature was completely overlooked, even though in my take-home document, it had been documented as “high temperature”The vet said that the pain was coming from ***’s lower back area, which could be a “slipped disc” and if it did not get better within DAYS, we would need to schedule an MRI for himI declined the X-Ray they had asked me to take, because I knew nothing had been broken because he was still able to walkLeaving Banfield that afternoon (April 5, 2018), we were sent home with Methocarbamol 500mg, Gabapentin 100mg, and Rimadyl 25mg, Rimadyl being the only med he actually needed when we found out what was really going on, and told to wait an additional days before taking further action.Saturday night (days later), April 7, 2018, *** had a huge accident that I had NEVER seen or heard of beforeThere was an explosion/burst of straight liquid (dark pinkish color), that was about liters (or more) worth of liquid that went everywhereI had thought this was a result of forgetting to feed him with the meds and it had looked like it came from his butthole, which was not the caseI cleaned everything up, cleaned *** up, fed him, and he went to sleep.*This explosion was the rupture of a huge puss pocket, which leaked infection all over my bedroom and all over his skin and hair.Sunday morning, April 8, 2018, I was taking *** out to go to the bathroom, and I noticed he kept licking a spot near his butt areaI sat him down to clean him off, because the meds were giving him diarrhea and with the amount of fur he has, he needed to be cleaned after every restroom breakThen I noticed a hole in his skin, because he had been messing with it to where the fur was spit and I could fully see itThe hole I saw was big enough to fit two or more fingers inside of it (I took pictures of this hole right when I noticed it)After I noticed the hole, we called Banfield Pet Hospital in Hyde Park, Cincinnati with our concern and the front desk worker on duty told us to “put a t-shirt on him and schedule him for tomorrow because they were full today” my mother decided to reach out a second time because I had been freaking out because they completely minimized his symptoms, and Banfield said we could be a “walk-in”We brought *** in and he was dripping blood and the shirt he was wearing was already stained with blood, and smelled like rotting skinThey ended up referring us to Grady Vet, because they did not have the time to look at him.Late morning, April 8, 2018, we rushed *** from Banfield, to Grady Vet, where we sat a while to be seen in order to finally figure out what had been causing the painWhen we saw the doctor, we were told that he needed to shave the area around the holeWhen he started to shave, *** was in unbearable pain, so he had to injected Morphine into *** in order to finish shaving his butt areaAs time went one, the doctor came back and had me come back into the workroom in order to see what was underneath his thick, black furIt was the most disturbing visual I have ever seen***’s skin was completed infected, and falling off (I immediately took pictures of the findings under the skin), which had been growing on him the entire weekThe doctor said we need to clean the area times a day, and he was also given two antibiotics (Clavamox mg, Clavamox 62.5mg), Baytril 68mg, and Rimadyl 25mgHe was then sent home with us.Sunday night, April 8, 2018, *** was sent back to my hometown (Louisville, Ohio) with my mom in order to receive the best care because I am currently in my last two weeks of graduate schoolHe is currently in an overnight vet (Red Star Vet) because another spot/hole was found, and they wanted to get the infection outDuring my Banfield Pet Hospital visit on Thursday, April 5, 2018, *** had been misdiagnosed 100%, given two meds he did not need, and was told to wait DAYS, which could have threatened his life more than it already has.When reaching back to Banfield, Monday April 9, the manager, Amanda showed us a lack of professionalism and immediately declined taking to my mom when my mom started to voice her concern and Amanda stated, “talk to my lawyer”We understand mistakes can happen, but we do not understand how we are not receiving the help from Banfield because what was a (which we never even got our money back for this one visit) vet visit has now turned into 2,or more because of the time Banfield missed it entirely, had told us to wait, and the meds that were given that he did not need.
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
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 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, 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.On 12/26/*** *** brought her pet *** to the StLouise Park Banfield Pet HospitalShe renewed her Optimum Wellness PlanIn this case, *** received services and discounts with a retail value totaling $*** *** paid $(payments @ $26.95) towards the services receivedOur Wellness Plan relations team received no contact from *** *** regarding cancellation of her Optimum Wellness Plan before 1/16/2018, after the Optimum Wellness Plan was renewed.We have cancelled the remained of *** ***’s Optimum Wellness Plan as a client courtesyAt this time, we will not be issuing a refund

Banfield has declined to reimburse these vet bills Ms*** is referencingNo further compensation or reimbursement will be provided at this time

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, *** **

Banfield made every attempt to see *** as soon as possible*** was see on September 9th, same day she presented, at approximately AM*** was examined, diagnostics and treatment options were discussed and authorizedAll services were performed and the resulting invoice of approximately $was
paidThese were appropriate fees for the services provided as they were not covered under the OWP, therefore no reimbursement of these services would be inappropriate
Banfield OWPs are a package of itemized preventive veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleaningsOWP 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 HospitalClients 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
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 OWP
In this case *** received services and discounts in excess of $and paid $towards those servicesThe cost to cancel this plan is $41.95, the final paymentThe plan has been set to not renew and will expire on October 5,
*** received services and discounts in excess of $and paid $towards those servicesThe cost to cancel this plan is $187.80, the remaining paymentsThe plan has been set to not renew and will expire on January 19,
Both *** and *** plans may be cancelled at no additional fees should Mr*** contact us directly at Otherwise they have been set to not renew and will expire on September 6, and August 25, respectively

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 any opportunity to resolve Mr***’s complaint regarding their experience and will be
communicating directly with them regarding his concerns

Complaint: ***I
am rejecting this response because: we kept to our agreement of a one year service plan for our dog ***, even though we moved and did not use the plan for approximately months I spoke in length with the girl at the desk We went over possible other hospitals There were none reasonably close She knew we were done However, never said be sure to cancel your plan We paid for one year We were done at the end of that year Apparently they automatically renew We are asking the charges for the two months extra they charged us to be dropped 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 matterLosing a companion such as *** can be devastating and
our hearts go out to Ms***We were are deeply saddened to hear of *** passing and offer our condolencesIn 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 *** received services and discounts with a retail value totally $Ms*** has paid $(payments @ $26.95)The remaining payments on the plan were $(payments @ $26.95) as of October 13, A total of $was waived due to Ms*** long association with us and the remaining has been paidMr*** paid the remaining balance on October 13, and the Wellness Plan was cancelled

Mr*** was advised of the cost of the Wellness Plan and the multiple aoptionsWhen the team attempted to clarify the options and the resulting monthly payments Mr*** began behaving in an inappropriate and threatening manner leading the hospital to call the local law
enforcementAlthough Banfield offers Wellness Plans to eligible healthy pets the treating veterinarian has the final call as to whether a pet is allowed to enrollGiven the recent interactions with Mr*** he was not allowed to enroll *** on the planMr*** paid his invoice for the care provided and departed the local hospital.At this time Mr*** is not eligible for OWP enrollment

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.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.In this case, Sugar received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $26.95) towards the services receivedAnother installments payments were waived as a client courtesyIn 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 agreement

Thank you for forwarding a copy of the complaint from Mr***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, OWPs auto-renew on an annual basisPer the terms of the agreements no refund is due however we have, as a client service gesture issued the requested refund of $to that account on file

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 agreementA copy of the signed Wellness Plan Agreement, and the specific services included (and the number of services available, where applicable) has been included for reference
The Plan for *** included one blood work packageBloodwork must be performed before all anesthetic procedures to ensure that the pet is healthy enoughAs the bloodwork in this case is tied to the castration package in the plan, if *** were not deemed healthy enough to go through with the procedure, Ms*** would be assessed an out of pocket cost for that service, so that the bloodwork would remain available on the plan for a future attempted castration surgeryMs*** was informed of this potential charge before services were renderedIn this case, the bloodwork indicated that it would be best to postpone Linus’s surgery to reduce the potential for complicationsAs such, Ms*** is expected to pay for the bloodwork out of pocket
Agreements 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 away
In this case, *** received services and discounts with a retail value totaling $Ms*** has paid $(payment) 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 agreement

Complaint: ***I am rejecting this response because: I have contacted them directly and spoken to the office manager Alan who was supposed to work with me to resolve the matter and nothing has been doneI have paid for services that I did not receive and it a matter than can put my pets life in dangerSincerely,*** ***

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 review this matter
The local hospital and field leadership have reviewed
this matter and have been in contact with Ms*** and have cancelled the OWPs at no cost to Ms*** or Mr***

Unfortunately we are unable to locate a plan under Mr*** nameWe would like to look into this matter further however we will need the name of the account holder along with there permission to discuss the details of the plan

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 associates were correct in advising Mr
*** regarding the State Law requiring a Rabies vaccineAccording to the Oregon.gov website (http://www.oregon.gov/ODA/programs/AnimalHealthFeedsLivestockID/AnimalImportExp...⇄ “Current rabies vaccination is required for dogs and cats months and olderOregon accepts 3-year rabies vaccines, except when the animal is from an area or state under rabies quarantine, in which case the vaccine must have been given within the previous months.” The Washington County regulation Mr*** is referencing, does require rabies vaccinations for dogs however it does not mention cats in any wayIn this matter recommending the state mandated Rabies vaccination was appropriate
All clients are educated on possible vaccine reactions and are provided with a print out on symptoms to look for, when checking out of the clinic
The local hospital leadership has offered to review the care provided at the ER and discuss with their doctors regarding their assessment of ***’s presentation and inquire if they suspected a vaccine reactionThis investigation is on-going and as such we must decline the requested reimbursement at this timeMr*** will be contacted once the investigation is 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 matterWe have been made aware that the local leadership from
the hospital has reached out to our clientThe Wellness Plan has affectively been cancelled 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 the opportunity to address this matter. We understand that Mr***’s concern
was forwarded to the management responsible for the ** *** ***Dr*** *** spoke to Mr*** on May 28, to discuss the matterBy way of resolution, Mr*** was reimbursed for the e-collar and also provided with a free pedicure for his petAt this time, we consider this matter resolved