Banfield Pet Hospital

I I reject the response from Banfield as nowhere in the contract does it State anything for death of a pet. Any human insurance plan would not continue someone to pay a difference if they were deceased. I think this is horrible customer service and completely insensitive to the loss. It is ridiculous for a company to expect someone to continue paying on insurance policy for the deceased. Regardless what monies were paid and services use that's the gamble with insurance. I paid for years and did not use all services so they have made money.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

As Ms. [redacted] is expressing concern over medical care provided prior to 12/27/2015 and referencing an OWP that expired on 12/27/2015 we are unclear as to the resolution she is seeking. We will have the care and recommendation provided reviewed but as Ms. [redacted] has already elevated her concerns to...

the Medical Board we will be unable to discuss the matter further until the Board has concluded its investigation.

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.We are sorry to hear about the passing of...

[redacted], it is never easy losing a beloved family member.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 with a retail value totaling $410.65. [redacted] has paid $272.65 (7 payments @ $38.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $194.75. As a client courtesy to [redacted] we have waived the remaining balance on [redacted]’s Optimum Wellness Plan for [redacted]'s OWP is cancelled effective as of the date of this response.

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 discount. The OWP package of preventive care services is...

designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients 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.
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.
[redacted] stopped making payments on the OWP after November 19, 2016. The OWP was automatically cancelled on April 18, 2017, 120 days after the last payment was made. Pursuant to the terms of the OWP, Banfield was entitled the remaining payments of $202.65 (7 unpaid installments of $28.95).
Banfield made several documented attempts to reach [redacted] by phone and letter with the contact information on file. On October 12, 2017, the account was paid in full and was notated as such with the third-party agency. Any corrections or changes to [redacted]’s credit report would be reflected 30 to 60 days after the correction or change is reported. Once a full 60 days have passed, we invite [redacted] to again check with the credit agency. If there are any further questions, we encourage [redacted] to contact our third-party collections agency, ICS, directly at [redacted].

Local leadership have made attempts to reach [redacted] regarding her concerns. Unfortunately, [redacted] had not returned the messages left for her. She has indicated through recent social media postings that she does not intend to return the call. If [redacted] is unwilling to speak with local...

leaders to discuss her concern and allow them the opportunity to review the matter we will not be able to resolve this concern to [redacted]'s satisfaction. Banfield representatives have recently worked with [redacted] to lower her monthly payments for her Wellness Plans and to set both plan to not renew. Until [redacted] speaks with the local leaders we are unable to do more.

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.
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, 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 as [redacted] has received services and discounts in the amount of $806.24 and she had paid $513.50 towards those services. Two monthly payments were still due, per the terms of the agreement.
Per our recorded phone calls with [redacted], she requested to have the final two payments from her OWP both withdrawn on August 26th. This was confirmed twice during her conversation with our agents on 7/26 and 7/28. As requested and agreed to the two final payments were withdrawn on 8/26. No further monies are owed on this plan and the plan will expire on 9/13/17.

Thank you for forwarding a copy of the complaint from Mrs. [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 know the decision to euthanize their beloved [redacted]...

was difficult and our hearts go out to them for their loss. Banfield is aware of Mrs. [redacted]’s concerns and have attempted to discuss these concerns with her directly. As shared with Mrs. [redacted]’s values (18) on 3/10 were well within the normal range (15-35) and Dr. K[redacted] re-enforced these values and the recommended Mrs. [redacted] continue the dosage of phenobarbital as prescribed. Dr. K[redacted] returned messages to Mrs. [redacted] on 3/24 and 3/28. On 3/28, after Mrs. [redacted] reported that she had adjusted [redacted]’s medication dosage against medical recommendation, Dr. K[redacted] recommended that Mrs. [redacted] set an appointment with one of the other doctors at the hospital in order to be seen sooner and discuss her concerns in person. Mrs. [redacted] did not set an appointment. Banfield must respectfully decline to acquiesce to Mrs. [redacted]’s demand of $5000 at this time.

Thank you for forwarding a copy of the complaint from our client.  Banfield sincerely apologizes for the communication concerns with the Revdex.com that lead to this matter not being addressed when it was initially submitted. 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.
As [redacted] was informed at the time of this complaint and again in April 2017, when she contacted us directly, as services had been used from both plans in excess of what had been paid into the plans **. [redacted] was required to pay out the remainder of the plan years.These plans expired on May 3, 2017. No monies are owed on these OWP accounts.

Thank you for forwarding a copy of the complaint from our client Mr. [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 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 discount. The OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients 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, 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. Also, if a 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. Banfield is also entitled to collection costs if member fails to make payment.
Mr. [redacted] did pay a back due balance on September 29, 2017 however he was unable to cancel the OWP at that time as there was a balance owed for services already received from the OWP.
Mr. and Mrs. [redacted] stopped making payments on the OWP after October 5, 2017. The OWP was automatically cancelled on March 19, 2018, more than 20 days after the last payment was made. Pursuant to the terms of the OWP, Banfield is entitled the remaining payments from the OWP, currently in third party collections.

Tell us why here...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, Flash received services and discounts with a retail value totaling $208.47. Ms. [redacted] contacted us on July 26, 2017 to notify us that she had rehomed Flash and wanted to cancel her OWP. She was informed that the cost to cancel that day was $83.72. According to the recorded call Ms. [redacted] was educated that she could make a one-time payment of $83.72 and cancel the OWP same day or she could continue her monthly payments (now only $39.95 a month) until the balance was paid and contact us to cancel after the October 26th payment.
We did not receive another call from Ms. [redacted] until December 26th. The plan was then cancelled at no cost, however per the terms of the agreement no refund is due.

Thank you for bringing this concern to our attention. We are aware of Ms. [redacted]'s concerns and of on-going communications from the local hospital and field leaders. This representatives are the appropriate individuals to discuss and address Ms. [redacted]'s concern. We would respectfully request that...

she continue her discussion with these leaders 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.
Ms. [redacted] has spoken with the local field leadership who reviewed the care and services she received from Banfield. They...

discussed her experience and her pet, Tammy’s wellbeing. The local hospital has been coached on this situation.
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, 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, Tammy received services and discounts with a retail value totaling $1014.72. MNs. [redacted] has paid $71.90 (2 payments @ $XX.XX) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan would be $ 359.50. During their discussion, the Field Director did offer to cancel the OWP for Tammy at a lower cost of $285.45. Ms. [redacted] agreed to review the offer and get back to the Field Director who is still awaiting a return call.
Banfield declined the desired resolution of waiving all monies owed on the OWP and services rendered.

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.We are sorry to hear about the poor...

service Ms. [redacted] received at our Edmond, OK location. After discussing the situation with the leadership team responsible for this location we will be refunding the $11.95 Ms. [redacted] paid for the dental chews as a client service gesture. A representative from our Client Financial Services team will be reaching out to Ms. [redacted] to arrange the refund.

Complaint: [redacted]
I am rejecting this response because:  I attempted to address my concerns and issue with a variety of staff members at the facility and felt they were not understanding my issue or addressing my concerns.  I have elevated it with their corporate office.Thank you.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Banfield provided the wrong information to the collection agency. I DO NOT HAVE an account with Banfield never have and never will. I was never billed by Banfield in regards to the aforementioned bill. Otherwise, I would have inform Banfield that I  DO NOT take of my pets, nor do I have an account with them. I ONLY received the letter from the Collection agency, which I promptly contacted on December2017. I informed the Collection Agency that the bill, even though is on my name, it is NOT MINE.  The agency informed that the information was provided by Banfield and it was Banfield is the responsible party for the correction.

Although we appreciate the opportunity to discuss our clients' concerns we cannot respond to this matter as there is no record that [redacted] is an authorized contact on the account.
Furthermore, our notes indicate that all charges were discussed with the authorized contact on file and were...

authorized prior to being completed.

Thank you for forwarding a copy of the complaint from our client Mrs. [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 makes every attempt to see our patients...

when we are needed. There are times that due to the presenting concern, staffing availability, emergency status, etc. where our medical teams may recommend a patient drop off or may refer a patient to another Banfield, or non-Banfield facility. We make these decisions with the health and safety of all our patients in mind. As we are unaware of the specific situations regarding this portion of Mrs. [redacted]’s concern we are unable to determine if/why they may have been referred out.
Regarding the Optimum Wellness Plans for [redacted] and [redacted]. 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 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] has received services and discounts with a retail value totaling $954.08. Mr. and Mrs. [redacted] have paid $328.65 in monthly payments towards the services received. In this case amount owed to cancel the [redacted]’s OWP is $234.75, the remaining OWP payments.
Whereas [redacted] has received services and discounts with a retail value totaling $1166.43. Mr. and Mrs. [redacted] have paid $529.50 in monthly payments towards the services received. In this case amount owed to cancel the [redacted]’s OWP is $105.90, the remaining OWP payments.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12830151, and find that this resolution is satisfactory to me. My needs in writing this is that I would like the company to review their quality of care. To provide evidenced based vet care l; to improve their guidelines, policies, and standards of care; and provide safer quality of care for their customers/pets. There are many complaints on Yahoo, Google, and Consumer aware besides my complaint that lead to serious complications and sequalae with my cat. If your customers are complaining nationwide then there is room for growth and there should be an acknowledgement of these complaints. There is room for growth in your company and I recommend a audit some of your records to provide the best customer care. Our pets are a major part of our family and when they hurt or are ill and not treated well it effects us. An genuine sincere apology for not referring me to a higher level of care when your Vets did not include other more serious diagnosis in my pets care and I am sure each person whom has written that their pet have had complications due to your staffs' poor or lack of care would like one as well.The human medical field has improved in the past years, however there is room to grow. The pet/vet medical care is years behind and by individuals/customers addressing it and it is by bringing these cases to the attention of the company and professional regulating bodies that sow the seeds for positive change and a consistent level of excellent and safe quality care.As a company I would start by having a confidential customer satisfaction survey, which was not provided to me in the years that I was a customer with you. These tools help to highlight repeated issues and problems. Therefore providing a source by which you can initiate customer service recovery measures and improved training/orientation for your staff.
Sincerely,  
[redacted]

Thank you for forwarding a copy of the complaint from 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.
Banfield has not treated Ms. [redacted]’s pet, Touche, since June...

2015. Banfield has not located any record of prior claims for misdiagnoses, prior complaints to Mr. Bradley, prior CEO, or the Revdex.com, nor of any agreement regarding the OWP in question.
We spoke with Ms. [redacted] directly on August 12, 2015 wherein she agreed to pay her remaining balance and updated her contact information. Banfield has made several attempts to contact Ms. [redacted] regarding the balance due on her account. Banfield successfully left several voicemails for Ms. [redacted] and mailed her several letters regarding her account. When the balance remained unpaid the plan was cancelled and the unpaid balance was sent to collections, in January 2016.
Banfield respectfully declines the requested resolution.