Banfield Pet Hospital

Thank you for providing Ms***'s replyThe Medical Director, DrMargaret W***, has made multiple attempts to contact Ms*** and is the most appropriate person for Ms*** to speak to regarding this matterWe do not have anyone else we can refer Ms*** to at this timeDrW*** will continue her efforts to speak to Ms*** regarding this matter

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, *** ***

I have already filed a complaintThe issue was suppose to be resolved but today I received a call from a collections company on Banfield's BehalfPlease reference Complaint ID: *** Date Filed: 11/21/I have been dealing with *** *** Revdex.com Resolutions ConsultantBanfield stated I would no longer be financially responsible for any debts owed to them and not cost or penalties would be givenThis is not the caseI realize that Banfield could of sent me to collections before the Revdex.com arbitrations occurredHere is the email correspondence on my already filed complaint: This message originally read on 12/7/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 about the loss of your beloved petOur thoughts are with you during this difficult timePlease accept our deepest condolencesBanfield 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 OWPHowever, as a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost
DESIRED RESOLUTION: Correction to a credit report
I request formal documentation my debt has been cleared and no other debt collection agencies will be contacting meI also want some assurance my credit score has not been affected by this issueIf banfield did file something against me to reduce my credit score I want it removed and proper documentation of it

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, Benny received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $51.95) 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

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 October 25th, 2015, Ms*** signed a Treatment Plan
authorizing the Marietta hospital to perform a dental cleaning, which requires pre-anesthetic blood work as part of the packageThis was done with the understanding, and with the pricing, that Ms*** would upgrade her Optimum Wellness Plan from the Dog Essential Wellness Plan, to the Dog Active Prevention Wellness Plan, as the latter includes the dental cleaning and the former does notThe Optimum Wellness Plan agreements are typically signed at check outIn this case, Ms***’s pet, ***, was unable to have the dental cleaning due to issues that arose on the pre-anesthetic blood workUpon learning of this, Ms*** declined to upgrade her plan, however at that point, services on the new plan had already been rendered with her authorizationAs Ms*** declined the plan upgrade and did not sign the agreement, but had signed the Authorization to Provide Services as well as the Treatment Plan, she was obligated to pay for services renderedAdditional services were recommended throughout the day based on the results of the blood work, which Ms*** approved upon speaking to the staffThe practice manager of the Marietta hospital attempted to speak to Ms*** regarding this matter multiple times, but was unable to do soMs*** refused to sign the new agreement and did not pay the balance owed as a result of thatThe invoice was left open for four days to allow for this to be rectifiedOn October 29th, as Ms*** neither paid the remaining balance owed, nor signed the new Agreement, the remaining balance was sent to collections for non-paymentThat amount was $The balance Ms*** paid at the time of check out was with the understanding that she would sign the Optimum Wellness Plan Agreement, which did not happenCopies of the Treatment Plan, the Authorization to Provide Services, and the itemized invoice have been included in this reply for referencePer 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 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 are sorry to hear that Ms*** has had such
a poor experienceWe have made the leadership team responsible for the Ms***s home location aware of the issues and they will be following up with her to address themWe have also communicated with them and they have surgery appointments available on January 25th and 26th where they would be able to neuter both of Ms***’s pets if she chooses to utilize the available services on her Optimum Wellness Plans.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, Gus received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $43.45) towards the services receivedFinn received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $43.45) towards the services received and Lola received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $35.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plans is $Give the services Ms*** has already received under her Optimum Wellness Plan we will not be issuing a refund at this time

Complaint: ***
I am rejecting this response because:after filing an initial complaint with you ( ***) and informing you of their practicesthey have chosen to have their collection agency fill against my credit reportas stated in the original complaintBanfield agreed to the settlement offer , which I have been making payments on correctly , and then they failed to inform the collection agency of the arrangements made, Now a negative mark has been placed on my reportthe final balance is $, in which a payment is scheduled for this friday 1/19/their practice is fraud and needs to stop now. investigation in their corporate practices they are trying to rob peopleplease review the files and take close notice to their 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 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 matter

Complaint: ***
I am rejecting this response because: I have spoken with DrA*** at 2:57pm CT on 2/27/He is working on resolving the issueDue to the nature of the injuries and the lack of follow up by Banfield he has agreed to have all contracts cancelled at no additional cost to me (no fees, penalties or further payment required)He is following up with the hospital as to how this happened and the call center to find out why this wasn't taken care of and why I wasn't contacted during the first week, when I first reported the injuries and other issues

Attached is the invoice from Ms***s visit on 5/7/that details the retail cost of the services she receivedThe invoice notes that the total was $and Ms*** paid $that day leaving a balance of $on the Optimum Wellness PlanIf Ms*** is interesting in settling for the balance owed, we encourage her to speak with our Client Financial Services team

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
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
As indicated in the terms of the greement 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
When Mrand Ms*** called us in July requesting cancellation of the OWP they were informed of the balance owed on the plan for services usedThe plan was set to not renew at that time and the monthly instalments were set to continue until the end of the plan year in November
Mrand Mrs*** stopped making payments on the OWP after July 19, The OWP was automatically cancelled on February 8, 2018, more than days after the last payment was made
As the balance owed was paid in full on February 21, no further monies are owed at this time

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 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 OWPIn this case, Lady received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $34.45) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $Ms*** originally contacted us on May 3, to request her plan be cancelledThere are no other notations that Ms*** did not wish her plan to auto-renew per the terms of the agreement prior to that dateCurrently the OWP is on hold for failed payments and will be sent to a third-party collections agency, per the terms of the agreement, in December after being on hold for + days without payment

Thank you for forwarding a copy of the complaintBanfield 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, 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 OWPAlso 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 along with any collections fees that may be accessed by a third party
Ms***’ enrolled Diesel on an OWP on July 13, and paid that day for the non-refundable membership fee ($40.95) and first monthly payment ($49.45)Diesel received care from the OWP package on three separate occasions (7/13, 7/and 8/9)
Ms*** stopped making payments on the OWP after the initial enrollment on July 13, The OWP was automatically cancelled on December 19, 2017, more than days after the last payment was made, per the terms of the agreement
When Ms*** contacted our Wellness Plan Relations team on January 18, she was informed that the account balance was $(unpaid monthly payments at $plus the collections fee)She was offered a settlement offer of $to cover the services already used from the OWP
On January 19, Ms*** made a $payment towards the settlement amount and was given the new total of $The third-party collections agency (ICS) was updated on the new balance of the settlement as was Ms***
As soon as the settlement offer is paid in full the debt will be satisfied and the account removed from the collections agency and her credit reports
A total of $remains owed 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 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, 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, Milo received services and discounts in the amount of $and Ms*** has paid $into the plan for those servicesPer the terms of the agreement the cost to cancel at this time stands at $
As a client service gesture Banfield will credit Ms*** for monthly payments of $33.95, which would bring the cost to cancel down to $for services rendered

We are very sorry to hear of Ms***’s loss of ***We know that this is a difficult time for Ms*** and her family
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 cleanings
OWP 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
The following terms of Banfield’s OWPs are relevant to Ms***’s above-referenced complaint:
• 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
Ms*** enrolled her pet, ***, on an OWP in June A copy of the signed agreement is attached heretoMs*** elected to pay for this OWP monthly***’s OWP automatically renewed in June 2014, 2015, and most recently in June After renewal and through August YEAR, Ms*** made the payments to Banfield for ***’s OWP in the amount of $80.85, and *** used hospital services and received discounts under the OWP with the retail value of $:
Pursuant to the terms of the OWP, Banfield is entitled the remaining payments of $However, as a client service gesture, Banfield has, as of the date of this response, waived the final payments on this plan (February 2018-June 2018)The new balance owed to cancel ***’s plan is This can be paid as a lump sum or by allowing the next monthly payments (September 2017-January 2018) to draft as previously agreed
Although we do understand the frustration Ms*** may have experienced with a veterinary bill for an outside facility the referral to an emergency facility was made in ***’s best interest due to the described breathing problems on August 6th
During regular hospital hours, Banfield can assist with an emergencyDepending on the individual pet’s needs and hospital capacityIn emergency situations, time may be of the essence and the hospital team may appropriately refer you to an emergency hospital

Complaint: ***
I am rejecting this response because:I disagree with the fabricated prices/values that banfield misrepresented in their response to you. Bellas medical plane was only $dallors a month and was suppose to cover everything I was told initially in Florida. Then when I got back to Minnesota, they gave me a year supply of two new medications for her heartworm and woodticks and started charging my credit card $a month. After only two doses, Bella was getting violently sick. I stopped giving her both medications and she stopped getting sick.I returned the medications and the gal apologized and said she would have her supervisor call me. Two weeks later, her supervisor called me and was quite rude and said they would not reimburse me for the unused medication. They even kept billing my credit card the extra a month for months till I put a stop payment on them. They should have never sent Bella home with a year supply of new medications, not knowing how she would react to them physically. The local office told me it was a corporate rule to not reimburse for unused and unopened medications and the corporate office was telling me that I had to deal with the local office about the medication and trying to get reimbursed for them. It's a shell game they were playing on me and I couldn't take no more of their unethical practices so I put a stop payment on my credit card hoping they would work with me fairly but still no luck with that. In fact, they have been harassing me on the phone numerous time as recent as two days ago and once when I had my grandkids in the car in heavy traffic. When I told this to their collection gal about my grand kids and heavy traffic, she still wouldn't let me go, so I was forced to hang up on her strong arm tactics.I do still owe them $a month time for a total of $116. However, they owe me for $× months of medications I returned but they kept billing me for and comes to a total of $80. Subtract from and I owe them $36. Now I could be off a dallor or two because I didn't go back an look at the exact cent but believe I'm pretty close
Sincerely,
*** ***

Banfield accurately reported a valid debt for our client *** *** in Miami, FL to a third party collections agency, *** then located and applied the collections account to Mr***'s credit reportIf this was not the correct credit report then Mr*** may dispute the account with ***
or directly with one of the credit bureausBanfield does not credit report as *** is our third agency who handles these account and credit reportingThey are the ones to that would have remove it

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 misinformation that was given in
regards to the Wellness Plans enrolled for *** and ***The Wellness Plans offered are annual plans designed to cover the recommended preventative care in a bundled package of servicesThe cost is divided into monthly installments to make preventative care affordable and convenient under the Wellness PlanThe Wellness Plans enrolled for *** and *** have been cancelled at no cost as a client service gesture and there will be no further charges made for either pet made to Mr***

Complaint: ***I am rejecting this response because:
YOU DID NOT STOP THE AUTO PAYMENTS! I requested TWICE and now TODAY there is a pending withdrawal from Banfield for for servicesHow many times do I have to request DISCONTINUATION of ServicesI'm now going to have to request STOP PAYMENT from my bank for FRAUDULENT practices from Banfield continuing to charge services after demanding removal of auto renewal in January and NOW!!
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
Once again true to Banfeilds *** They fail to document and say all the fact that *** had nothing wrong with her when I baught her in It was not until she was handled back to me that drH*** said she had a heart murmur and nothing on the plan could be done on her How cause her services add up to such when I was told nothing could be done? As per DrH*** And I pain for a plan that was for a dog that died less than a month of being seen And told by the drAnd staff that it would be taken care of Dispite that I still kept my other dog *** there and even enrolled my new dog *** *** plan was cancelled and not renewed in August and I cancelled ***s plan in November because I have had more than enough with this company stealing my money I did what I needed to do on my end and yet they still kept taking the money I am not the only client they have done this to Their record with clients shows this is common practice for them I will be contacting news sources to finally warm people myself of what they do I use to be a supporter for years and made every excuse in the book for them and rude staff The only reason I kept going was for DrF* which left and the DrH*** But it's obvious that the doctors don't even last there for some reason It's just not worth it I will be going to the town of *** personally and filing a complaint and have my complaint seen by secausus residents and beyond I work volunteer with local animal shelters and I am also foster momI will no longer be pushing Banfield on anyone In the end my referrals come back to me and complain anyway It's an imbarressment Please refund me the $for moneirs taken from my account and overdraft fees it caused my account I will not stop publicizing the unprofessional practices of this business to anyone that will listen until my money is returned. Sincerely,*** ***