Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from our client Ms. [redacted]. Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. We appreciate the opportunity to address this matter.
To euthanize a Pet is a difficult decision and our...

hearts go out to Ms. [redacted] and her family during this difficult time.
Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 basis. Also, 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.
Ms. [redacted] originally enrolled her pet, Finnegan, on January 13, 2017. Per the terms of the agreement the plan renewed on January 13, 2018. From the time of renewal through the date of this response Finnegan received services and discounts with a retail value totaling $1522.12. Ms. [redacted] has paid $143.85 (3 payments @ $47.95) towards the services received. Another 3 monthly payments were waived as a client courtesy on April 12, 2018.
The monies owed on the OWP, for services already provided, at this time is $287.70, the remaining monthly payments.

Complaint: [redacted]
I am rejecting this response because  I have contacted the bank and have verified that the payments have been deducted from my account.  However, they HAVE NOT been applied to my Banfield account.  Multiple Banfield representatives have verified with me that the five payments have not been applied to the account.  They do not have record of the payments and I have provided the information necessary to track the payments.  Unfortunately, it seems that random representatives are answering the complaint without actually looking into where the payments have been applied and without having all of the information.  The NSF was not waived in January because the problem was resolved.  I placed the bank on the other line so that I could verify the transactions. That particular representative went through my account with me and verified that the payments in question had not been applied to my Banfield records and that the request to move the date was actually discussed in December but the payment was still run in error on the 8th.   There is suppose to be a payment drafted from my account tomorrow because the account is showing past due.  However, there are 5 payments that have not been applied.  The account should not reflect past due.  I DO NOT want any payments drafted from my account until this is resolved and I have sent this in an email. I have requested to have my bank account reviewed from April 2015 to July 2017 since we have found missing payments during the period from July 2017 to January 2018.  I just received a detailed payment history from Banfield yesterday after having to call back for the third or fourth time.  The representatives have been sarcastic and rude with the exception of Shannon. She was helpful. Banfield stated that they will reach out again in their response to this complaint, however, I have not spoken with a supervisor as requested and have not received an email as requested if they are unable to reach me by phone.  I have requested to have them on the phone with the bank again to verify the transaction despite the fact that I have provided written proof of the Banfield error but I am always told that someone will contact me in 24 to 48 hours. I am requesting again that the missing payments be applied to my account and that the NSF are refunded and that they do not draft my account tomorrow.  My pet's also have an appointment that I do not want to be disrupted due to false information regarding my account being past due.   Thank you! They stated that I needed to give a verbal authorization to move the date.  I did when I spoke with the representative December 21, 2017 who I informed that I wanted to have the January payment run on the 12th and I also spoke with the local store when I took my dogs in on December 31, 2017. 
Sincerely,
[redacted]

We do apologize for any confusion or miscommunication regarding the rebate on the flea medication picked up on the 17th. We do understand that at the time the hospital did apologize for the confusion and offered to supply a smaller package or single dose instead of the full 6 month supply, but these...

offers to were declined. Mr. [redacted] chose to purchase the full 6 month supply (card) knowing the $15 "off" came in the form of a rebate and not an immediate coupon. As this rebate is offered by the manufacturer it is not something the hospital could have applied in store and must have been completed as required by the manufacturer.The local hospital leader also spoke with Mr. [redacted] of two other occasions regarding this matter and has assisted in getting him in touch with the manufacturer after Mr. [redacted] declined to complete the online offer for the rebate.Banfield understands that the miscommunications/misunderstanding that occurred with our representative may have caused additional frustrations for Mr. [redacted] and as such we would like to offer to waive the December OWP monthly payment of $38.65 as a service gesture.

Thank you for forwarding a copy of the complaint from our client [redacted]. Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. This matter has been discussed directly with our client and we have already declined the desired...

resolution.
When [redacted] was presented for lameness he was seen by two DVMs. After reviewing his history and concluding a physical examination they suspected a collateral ligament injury or a carpal hone fracture. They recommended radiographs to look for signs of fractures, laxity or soft tissue injury. Ms. [redacted] authorized the recommended services. The treatment recommended was for a ligament or hyperextension injury based on the location and severity of the injury. Mild to moderate ligament sprains are amenable to external support (splints, specialized wraps, casts, etc.) for 6 to 8 weeks in addition to rehabilitation therapy. Supportive bandages allow for joint immobilization, preventing further injury and providing stability so the ligament can heal. Unsupported or premature weight bearing during the healing process can result in elongated ligaments, negating the return of the ligament strength and resulting in persistent instability.
Although the DVM recommended beginning [redacted] on a NSAID (anti-inflammatory) he was reportedly experiencing diarrhea at the time. The recommendation of starting NSAIDs was postponed until the diarrhea resolved. We also recommended the use of pain medications (Tramadol) once the diarrhea resolved.
As the care and recommendations provided on the date in question were appropriate we declined to reimburse for the care provided or the second opinion Ms. [redacted] obtained.
As for the Wellness Plan (OWP), Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 basis. Also, 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, [redacted] received services and discounts from the OWP with a retail value totaling $616.40. Ms. [redacted] has paid $175.85 (3 payments @ $51.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $460.55. The services provided as part of the lameness visit were not part of the OWP and therefore were paid for ‘out of pocket’.

Complaint: [redacted]
I am rejecting this response because:on the day of question, 9-11-2017, It wasn't an upper GI they were to treat. The only thing addressed to me was a blood test given & I was asked about a second blood test. Nothing whatsoever was told to me about an upper GI anything. And it seems odd to me that when I took her in to her regular vet & told him of her symptoms, he looked straight in her eyes & knew right away it was a stroke. Banfield never did any kind of an exam except to bend he legs back & forth. This is absolutely neglect on their part. All they did was a blood test & hand me some pills. Even a human doctor checks a patient out thoroughly before just handing over pills. Banfield did none of this & was rude to me on the phone as well. This is wrong & I feel them to be totally lacking in their negligence.
Sincerely,
[redacted]

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.
Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and...

dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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.
Although the OWPs cover unlimited office visits it only covers a select preventive care packages. In this case both Fitz and Attie could return for a physical exam at any point however the bi-annual comprehensive examinations, of which the plan covers two a year, had already been used from the current plan. The recommended comprehensive exam, bloodwork and vaccination would not be covered under the current plan as these services had all been consumed, the plan would need to be renewed in order to cover these services.
It is our understanding that a prescription card refill was authorized and provided on December 16, 2017.
Currently the OWPs for Attie and Fitz are set to expire on December 22, 2017 and have been paid in full. As the services and discounts received from the plan far exceed the amount paid into the plans no refund will be provided.

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. 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. This concern would be best addressed directly with the attending Veterinarian. We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter.As a services gesture Banfield adjusted off the cost a the OWP cancellation, necropsy and cremation.

There appears to be questions regarding the radiographic results and the appropriateness of postponing the extraction. At this time, based on the medical records and the notated discussion we cannot meet Ms. [redacted]'s requested resolution. If Ms. [redacted] continues to have concerns we recommend that she reach back out to the treating veterinarian and request her records be reviewed further and her concern be readdressed. (The team had reached out but had not heard from Ms. [redacted]). We would ask that she return the calls from the hospital location.

Thank you for forwarding a copy of the complaint from our client, Ms. [redacted]. Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. We appreciate the opportunity to review this matter.
Although we believe that the medical concerns Ms....

[redacted] noted would be best addressed directly with the attending Veterinarian, we are aware that the hospital team has already discussed the care and attempted to address Ms. [redacted]’s concerns. The hospital leadership remains open to discussing these concerns further.
Ms. [redacted] indicates that she is seeking reimbursement of the “premiums” she has paid to Banfield. Banfield OWPs are not insurance plans. They are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 OWP.
In this case, Coco received services and discounts with a retail value totaling $700.91. Ms. [redacted] has paid $179.75 (5 payments @ $35.95) towards the services received. There is currently a balance owed on services already received from the OWP package in the amount of $251.65. As such, no refund is warranted in this matter.
Again, we would ask that Ms. [redacted] return the communication attempts to the local hospital leadership to discuss her concerns regarding the medical care.

As previously noted this concern would be best addressed directly with the attending Veterinarian.  We ask that you allow them a few days to review the case and contact you to discuss the matter. We cannot resolve this matter via this avenue unless/until the hospital and field leaders have had a chance to review and discuss the medical concerns.

Thank you for forwarding a copy of the complaint from our client [redacted]. 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 cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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.
When [redacted] and [redacted] enrolled their puppy, [redacted] on an OWP they were provided with a copy of the terms and conditions of the OWP agreement. 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 due. However, if a monthly payment is past due for 120 days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments. Also, as indicated in the terms Banfield is entitled to a $20.00 NSF fee for payments not processed due to client’s insufficient funds.
When [redacted] was enrolled the August 19th monthly payment was paid in hospital. The September 19th payment failed and was not paid until October 12th, along with the assessed NSF fee. The October 19th payment was withdrawn from the account on file as agreed. Unfortunately the November 19th payment failed and was unable to be withdrawn from the agreed upon account. Additional attempts to withdraw the November payment were made (11/26 and 12/5) and also failed.
On December 12th Banfield contact the account holder [redacted] to discuss the failed payment. She informed us she would call back to have the payment rerun. On December 18th, we contacted [redacted] and [redacted] again to discuss the account. They were informed that with the failed November payment and the December payment due on 12/19 the amount owed on the account was $113.90. It was at this time that they expressed a desire to have the plan cancelled. They were educated on the balance owed on the account for services received from the plan.
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 [redacted] received services and discounts with a retail value totaling $1582.28. The Brunets have paid $140.85 (3 payments @ $46.95) and 1 $20 NSF fee, towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $442.55. the remaining payments.
Banfield attempted to reach [redacted] and/or [redacted] again on 1/10 to discuss account status and the upcoming 1/19 payment, but had to leave a message. As [redacted] stopped making payments on the OWP after October 19, 2017 the OWP will automatically cancel 120 days after the last payment was made. The remaining balance will be sent to a third party collections agency.
As this is a valid agreement and services and discounts were provided there will be reimbursement or waiving of payments. As Banfield upheld our agreement to provide services and have attempted to reach out and discuss the account status with [redacted] and [redacted] the plan balance will stand.

Complaint: [redacted]I am rejecting this response.  I spoke with the representative who told me that it was ok to black out the other information that did not pertain to Banfield.  The statements that I sent in showed that the bank paid the amounts in question and not that they were attempted.  If a transaction had been returned, the statement would have said returned, not posted.  I am insulted that Banfield continues to deny the fact that my account was charged in error and continues to refuse to take ownership for their error.I have not received a call from Banfield to my knowledge. However, if they did, I have expressed to them in messages and my voicemail states that if you can not reach me that it would be best to email me.  They have not sent me an email. I am not sure why Banfield is not respecting the fact that I am working and can not sit by the phone and wait for a call from them.  They want me to work around their schedule and wait for a supervisor to call me back in 24 to 48 hours but are not also respecting the fact that I have obligations as well and work with me to figure out a mutually conducive time for us to communicate.  As they stated, I have called back and spoken with representatives who continuously tell me that a supervisor will call me back. I have a full investigation going with the bank at this time and they have once again confirmed that the account was drafted in error. (Paid, not attempted) At this time, I am not sure how many additional families' accounts have been fraudulently impacted by similar errors. I understand that errors occur but to continuously avoid resolving the issue is an insult. Then to threat me that no more will be waived as if I am at fault in this situation add further insult to injury. I would like a call from a representative at the Revdex.com at this time so that I can discuss an actual solution.  Will you please let me know how I can reach someone in order to figure out what steps need to be taken to truly resolve the issue?  Email works best for me due to my work schedule.  Thank you and I eagerly await a response!Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for forwarding a copy of the complaint from our client [redacted].  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 cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 basis. Also, 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, Oliver received services and discounts with a retail value totaling $229.05. [redacted] has paid $35.95 (1 payment @ $35.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan was $193.10. Due to non-payment for over 6 months [redacted]’s account has been sent to collections. If [redacted] would like to discuss the balance owed, we encourage her to contact our Client Financial Services team at 1-888-448-4070.

Complaint: [redacted]
I am rejecting this response becauseBanfield has done nothing. They have treated my complaint as feedback. They didn’t even have the curtesy to respond to the actual complaint. I’ll repeat, Banfield has done nothing to satisfy my complaint.. 
Sincerely,
[redacted]

Thank you for forwarding a copy of the complaint from our client Ms. [redacted]. 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 the grief and loss Ms. [redacted] is...

experiencing. We know that [redacted] was a dear member of her family and a trusted companion. We also understand the Ms. [redacted] does not feel as though the care provided on September 11, 2017 by the local hospital was beneficial to [redacted] and therefore she should receive a refund for the services provided that day. It was discussed during the visit on the day in question, that the only treatment Ms. [redacted] authorized was to symptomatically treat [redacted]'s GI upset. Unfortunately the additional recommended diagnostics recommended to diagnosis the underlying cause of her illness were declined by Ms. [redacted].We have reviewed the medical care, recommendations and treatment authorized by Ms. [redacted] and provided on the day in question. We also reviewed the recommended diagnostics and treatments offered to and declined by Ms. [redacted]. As the care recommended and provided was appropriate for [redacted]'s physical presentation and medical history we must decline the requested reimbursement.

On 1/12, [redacted]’s most recent visit, [redacted] exhibited aggressive behaviors when the team attempted to complete the pedicure. After attempting several nails, [redacted] needed to be muzzled. Unfortunately, she began biting at the team and the muzzle and she needed to be returned to Ms. [redacted]...

prior to the completion of the pedicure. When Dr. K[redacted] attempted to discuss the matter and [redacted]’s on-going skin condition Ms. [redacted] began using inappropriate language and threatening the team. As the team was unable to complete the pedicure there was no charge that day.
Dr. K[redacted] called in a prescription on this day to the pharmacy at Ms. [redacted] request. Dr. K[redacted] authorized a prescription of Amoxicillin 500 mg (1 capsule by mouth, twice a day for 14 days) and Prednisone 10 mg with a tapering dose (1 tablet by mouth twice a day for 3 days, 1 tablet by mouth once daily for 3 days, 1 tablet every other day for 6 days).
On 1/15 Marina Animal Clinic called for verbal confirmation of [redacted]’s prednisone prescription as they reported that Ms. Jenkins was “confused about the dosage” instructions. A full copy of the medical records were provided to the Marina clinic along with the verbal confirmation of dosage instructions.
We hope that [redacted] is doing well and her skin issues continue to improve. If Ms. [redacted] continues to have questions or concerns we would encourage her to contact her treating veterinarian.

The local hospital leader called Mr. [redacted] on 5.2.18 to discuss his concerns (as he had previously contacted us directly). They discussed the manufacturer error which resulted in the mislabeling of the vaccine provided to his pet, this error was out of our control...

though we have taken steps to revaccinate all pets that were affected. Ms. Brandriet also apologized for the miscommunication that led to Mr. [redacted] sedating his pet for an appointment we were unable to complete. As a client services gesture we have waived 1 monthly payment (May 2018) on Tiny's OWP.
As the OWPs are not "pre-pay" plan and instead monthly installments on a package of services, no services have been "Pre-paid". No further reimbursement will be provided 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.
Banfield OWPs are a package of itemized and discounted preventive...

veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 basis. Also, 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, the plan for [redacted] renewed on March 16, 2018. [redacted] received services and discounts on April 19, 2018 with a retail value totaling $493.93. A total of $99.90 (2 payments @ $49.95) has been paid towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $394.03 (the retail value of services minus payments made).
Attached is a copy of the signed treatment plan authorizing the services performed on April 19th.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and after speaking with a manager on the phone, and receiving a full refund for my visit, I find that this resolution is satisfactory to me.