Banfield Pet Hospital

Complaint: ***I am rejecting this response because:
I appreciate the offer to reduce the price, but I don't agree with this response When I spoke to a member of the client advocate team they stated that this could be a situation where a policy cancellation could be in place due to the poor services and treatment of the pet I just would like to clean my hands of Banfield and all parts of it I cannot afford to continue to pay a place that does nothing to help Marley and has the worst customer service I have ever dealt with Thank you for offering, but I decline this response
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 matterNotifications for price increase are distributed by a
third partyWhile we do not have the dates that these notifications were sent by mail, we have been assured by the third party that they were submitted to the appropriate persons prior to documented plan anniversary dates

Complaint: ***
,
I am rejecting this response because:Please provide the three letters sent Why no one ever call if credit card expired?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
Our deepest sympathies go out to Mr*** and his
family for the loss of their beloved petWe are aware of this situation and, as Mr*** indicated in his complaint, the matter has been reviewed and we have provided several client services gesturesAs Mr*** has also noted, he has already spoken to the Medical Director of the area and it has been determined that no reimbursements will be made 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 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 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 OWPAt services have been used from the plan in access of what has been paid into it, the cost to cancel the OWP would be $171.80, the remaining monthly installmentsThe remaining cost may be paid monthly or paid in full to fulfill the agreement and cover the cost of services provided for the petUnfortunately we are unable to meet the desired resolution of closing the OWP at no further cost

Complaint: ***I had emailed MrS*** on Thursday, March 24, that I had found a breeder who had a puppy available, and asked how he wanted to proceedI provided him with the breeder's contact information in case he wanted to verify any details
I haven't heard back from MrS***Attached is the receipt for the puppy from the breeder
Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
AAs stated in the complaintThe amount agreed to by Banfeild and the amount in which the collection has differs by several hundred dollarsI agreed with Banfeild for the amount of $and have been making regular payments to resolve this matterThe agency has an amout of $Banfeild is not reporting the agreement made with themAccording yo all records kept I only owe $to complete the agreement
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:
Banfield states: Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets
My pet did NOT receive quality medical care
Banfield states: 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 nature
I have filed two complaints with the Arizona Veterinarians Board and have sent a complaint to Banfield's Corporate Headquarters as suggested by their Client Advocate Team
My concern in filing this complaint with the Revdex.com is the use of upselling and lack of honestly and integrity in the treatment of my petThis Banfield Hospital said *** needed treatments and medicines that he didn't need - they were after the money, not interested in curing ***I find that unethical and any company who thinks it is ok to continue charging a customer for services that will never be used because the pet has died and is therefore unable to use those services - seems to be very unethical and unprofessionalIt goes against any social or professional expectation of what is right when conducting businessSincerely,*** ***

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 resolve this matter.We would like to apologize for the poor
service Ms*** received when she contacted our financial services teamAfter reviewing the account, which belongs to MsRaven Ware, it appears that Ms*** was not being provided financial information about the balance owed because she was not an authorized userAs the account was past due for over days it was cancelled to collectionsThere were multiple calls placed to both phone numbers provided on the account before it was cancelledIf Ms*** and Ms*** would like to pay off the balance owed we encourage them to contact our financial services team at 1-888-448-

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
We have reviewed Ms***’s concern, medical records and OWP recordsThe plan in question for *** began on 7-24-and was set to expire on 7-23-Banfield did contact her on 7-18-to inform her that *** was due for preventive careAt the time her OWP was still active and, as there is no flag to indicate that the plan is set to NOT renew on the preventive care screen (where the associate would be looking when calling the client), Ms*** was informed that preventive care would be covered on the OWP
When Ms*** arrived at the location for her appointment on 7-25-the OWP for *** had expired
Ms*** indicates she paid for services she did not receive however all services from the 2016-plan were consumed prior to its expiration (see attachment)The dental was performed on 7-25-along with the first comprehensive examination, lab work and several vaccinationsThe second comprehensive exam, lab work and additional vaccination were performed on 1-18-
*** is due for several vaccinations and we do still recommend her annual dental cleaning however had Ms*** arrived prior to the expiration date of ***’s these services would still not have been covered on the 2016-plan year as they had already been used
We do apologize that this information was not clearly communicated with Ms*** and the frustration that followed, however Banfield must decline the request for a reimbursement in the amount of $

The medical care and recommendations provided by the hospital team were appropriateThe services and discounts already provided ($477) on the plan far exceed the monies paid into the plan in this caseThe debit is valid and will remain

Thank you for forwarding a copy of the complaint from our clientBanfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter
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 if a 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 and collection costs if member fails to make payments
In this case Yoo Yoo was enrolled on an OWP on August 11, and this plan automatically renewed, per the terms of the agreement, for a new 12-month agreement on August 11, Yoo Yoo presented for services under the 2017-plan on September 9,
Although MrChen stopped making payments on the OWP after the October 26, payment we received no notification of his desire to cancel the OWPHad we been notified MrChen would have been provided with the accounting for the remaining balance on the planAs services from the 2017-plan year were used there was a balance owed to cancel the plan early
As no payment had been received after the October 26, the OWP was automatically cancelled on March 28, 2018, more than days after the last payment was made
Pursuant to the terms of the OWP, Banfield is entitled the remaining payments ($305.55) and the collections fees ($53.47) for a total of $

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you kindly for your timely response and considerationPlease forward me a copy of the cancellation confirmation once processed. Sincerely, *** ***

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Thank you for forwarding a copy of the complaint from our client *** ***. We understand the loss of a beloved companion like Jeanette and our thoughts go out to Ms*** during this difficult time. Banfield Pet Hospital works hard to provide exceptional client experience and
quality medical care for Pets. It is our understanding that local leadership have reached out to Ms*** and as a client courtesy waived the remaining balance on her Optimum Wellness Plan. We encourage Ms*** to reach out to the local leadership team should she have any additional questions or concerns regarding her care at Banfield

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***The Banfield automatic renewal policy protects only the interest of the provider, with no provisions for its customers even for a dying animalI would like to complete this final remaining balance of $as Banfield requested on their last mail.Please let me have their mailing address in order to mail the final check and to complete this unpleasant experienceHope this to be Banfield's final bill! Thank you for your help

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 apologize for any
miscommunication in the recommendation of Firstshield for ***Any recommendation would have been done in the best interest of the client’s petAny further questions regarding recommended treatment and medications would be best answered by the attending veterinarian.For this instance we have refunded the amount of $for the unused Firstshield that has been returnedThis amount was credited back to the client’s bank card on January 21st, and would reflect within business days from that date

Complaint: ***
I am rejecting this response because: I have called times and still no resolutionThe name on the account is *** *** and her pets name I think is ***
Sincerely,
*** ***

According to our records the local hospital leadership spoke with Ms*** on November 14, At that time they were able to discuss her experience and her concernsAfter being advised that the individual involved would be coached on the experience Ms*** indicated that she was satisfied and would be continuing her care at that facilityNo reimbursement was provided at that time

The local Banfield Leadership spoke with Ms*** on March 4th and apologized for any error in communicating changes to the good faith estimateChris offered to provide a recheck appointment after *** test results were backChris also offered to cover any fees associated with that recheck as a
service gesture for this misunderstandingMrand Ms*** were contacted on 3/10/with the test results and recommendations
Banfield associates do their best to provide all clients with accurate and up-to-date good faith estimatesWhen situations arise where additional services, diagnostics or treatments are needed associates do their best to contact client's to discuss these changes and the associated feesIt appears that the hospital team failed to inform appropriately and they are attempting to address this and apologize