Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from our client [redacted]
Banfield Pet Hospital? prides itself on providing excellent client service and quality medical care for Pets. One of the most important criteria for the delivery of veterinary medical care at Banfield is a polite,...

effective, comfortable, and open avenue for communication with our clients. Additionally, shared confidence between client and doctor is an essential component of an effective veterinary-client-patient relationship.
[redacted] was contacted directly on several occasions to discuss his concerns. Banfield has apologized for his experience and [redacted] has indicated he is seeking care with a new veterinarian.
Banfield is not liable for any compensation to [redacted] and no reimbursement will be oferred.

We would be happy to look into these concerns for Mr. Glass. Unfortunately the only account we find for Mr. Glass under his name or the phone number provided by Mr. Glass was cancelled to collections for failed payments in 2017. If Mr. Glass would provide the name and phone number on the...

current account we can look into this matter.

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 though a client can cancel an OWP at any time. 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 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.
In this case Mr. [redacted] enrolled his pet, [redacted], on a plan in January 2016. Per the agreement, the plan renewed for a new 12-month agreement in January 2017. In March 2017 Mr. [redacted] presented [redacted] for a comprehensive examination and other preventive services covered under by the OWP.
The monthly payments began to fail in July 2017 and Mr. [redacted] was contacted regarding the account. Mr. [redacted] communicated with representatives, via email, in August 2017 where he indicated he wanted to cancel the plan for [redacted]. Mr. [redacted] was advised at that time of the balance owed on the account and that the plan could not be cancelled until the balance was paid. The plan was set to not renew at that time.
Mr. [redacted] stopped making payments on the OWP after June 2017. The OWP was automatically cancelled on in November 2017, more than 120 days after the last payment was made. Pursuant to the terms of the OWP, Banfield is entitled the remaining payments and collections fees as discussed with Mr. [redacted] in March 2018 when he contacted us directly.

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 have reviewed the recorded conversation between Mr....

[redacted] and our agent on September 7, 2017 when Mr. [redacted] contacted us to inform us he had re-homed his pet, Nova. The agent  indicated that plan would be set to not renew and would expire in December. Mr. [redacted] was not informed, per the recorded call, that there would be no more payments.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, Novareceived services and discounts with a retail value totaling $1244.74. Mr. [redacted] has paid $399.50 (10 payments @ $39.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $71.90.

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.
The last visit [redacted] had with our hospital was on May 17, 2017. At...

that visit [redacted] received many authorized services from the Optimum 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, if a client fails to pay any 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.
In this case our client stopped making payments on their OWPs after May 19, 2017. The OWPs were automatically cancelled on October 19, 2017, 120 days after the last payments were made. Pursuant to the terms of the OWP, Banfield is entitled the remaining payments on both OWPs.
The request has been made that the collections account for this client’s OWPs be removed. These are valid debts and as such will remain collectable and in collections until paid in full.

Complaint: [redacted]
I am rejecting this response because: I cancelled in January not in March! I moved to the island February 1st and I have proof of it! So why would I cancel in March? 
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 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 were sorry to hear of the passing of Ms. [redacted]’s mother, Ms....

[redacted]. Our thoughts go our to her during this difficult time.
On May 16, 2016, Sir [redacted] was enrolled on an OWP and both Ms. [redacted] and Ms. [redacted] signed the agreement. This is the document referred to during her conversation with our Wellness Plan Relations team on 11.29.2017.
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, Sir [redacted] received services and discounts with a retail value totaling $1304.85. In this case amount owed to cancel the Optimum Wellness Plan was $368.70. As Ms. [redacted] was listed on the agreement as a co-owner of the pet and OWP this was a valid agreement and balance owed. As such no refund is due.

Complaint: [redacted]
I am rejecting this response because: My puppy brought home a sickness from Banfield and it got all my other dogs sick and costed me a lot of money. I want reimbursement! I attached all vet bills previously. Please help get my money back!!!
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 any opportunity to resolve client complaints and the leadership team responsible for...

this location has been communicating directly with [redacted] regarding his concerns. [redacted] indicated that he was satisfied with their efforts to address his concerns. We will not be issuing a refund at this time.

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. This information is contained within all marketing materials and educational video located within the hospital.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, 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 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.
In September 2017 Mr. [redacted] contacted us and indicated his desire to cancel the OWP for [redacted]. He was advised at that time of the balance owed on the plan for services already provided in the amount of $298.80. Mr. [redacted] stopped making payments on the OWP after November 2017. Although Mr. [redacted] made a payment on the account of $66.40 on January 17, 2018 the OWP was cancelled on February 3, 2018 and sent to collections for the remaining OWP payments as the account had been on hold for failed payments for more than 120 days.
Mr. [redacted] contacted us on February 6, 2018 and made a payment towards the collections account of $30. As of February 28, 2018, our last call with Mr. [redacted], he was advised that the current balance owed stands at $234.06, which includes the third-party collections fees.
A copy of the signed has been supplied to Mr. [redacted].

Banfield attempted to reach out to Ms. [redacted] to discuss this matter and her requested resolution, however Ms. [redacted] refused to speak with the representative and ended the call.We are unable to assist Ms. [redacted] in addressing this concern if she is unwilling to speak with us. The local hospital...

representative remains open to speaking with Ms. [redacted] and is awaiting her return call.

Complaint: [redacted]
I am rejecting this response because:I appreciate you sending a copy of the original wellness plan when it was set up. The reason I didn't remember the document is because, as you can see, it was from 5 years ago. My main concern was that when I tried talking to someone on the phone and through email I was given the run around and no one was willing to assist me, they just kept sending me to someone else. This was really frustrating, especially during a time that I was still grieving for a loved one, and I felt that I shouldn't have to contact the Revdex.com in order to get a response. Seeing as I only had 2 visits since starting this years plan, is there anyway to negotiate the amount owed? I am very tight with money right now and I'd really appreciate any leniency you are able to offer. As I'm sure you can understand, losing a member of your family is an incredibly difficult thing to go through, especially when you've had her for 13 years, and the cost of everything after losing her was not cheap. 
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]

Although we greatly appreciate the opportunity to address and resolve all client concerns this matter is already being addressed directly with the client through our internal Client Advocate process. The wellness plan in question were cancelled on the morning on 5.22.18 and an full accounting of...

services rendered vs. payments made, along with copies of the signed agreements were offered to the client. A formal concern was opened with hospital leadership as well, regarding the numerous complaints Mr. Lewis has. He will be contacted within 3 business days to discuss his concerns further.

Complaint: [redacted]
I am rejecting this response because: the initial procedure, which was discussed on 3 prior visits, was to remove 4 tumors and do the dental cleaning. Upon dropping her off the Dr called and said there wouldn't be time to remove all the tumors and do 4 removals. I then received a second call regarding this and told them to try. I called them back to speak with head vet and after he explained the issues I than said to just remove 2 hence leaving time for dental cleaning. At no point did he say they still couldn't do the cleaning. Also at no point did they ever say or state that they wouldn't have time to do the cleaning. The masses that they removed were exactly the same as they were the last time they had seen her and never said that they wouldn't have time. They waited until they had her to let me know that they wouldn't have time because then they could get me for more money. They are lying about telling me they wouldn't do the dental cleaning after I told them to just remove two of the masses instead of all four. Their resolution is not accepted because of course, it benefits them, and there's nothing I can do.
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. We are sorry that [redacted] was unaware that the OWP for his pet [redacted] auto-renewed. As indicated in the terms, OWPs auto-renew on an annual basis. Also, as indicated in the terms at time of cancellation Banfield is entitled to retain or recover from Member all monthly installments that have previously been paid or become due, including the installment for the month in which cancellation occurs, regardless of the cancellations request date.[redacted] is correct in his statement that he did not utilize any services once his OWP renewed. Given that zero services were used we will be, as a client courtesy, refunding the $215.60 (8 installment payments of $26.95) to the card [redacted] had on file with us.

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. Mr. [redacted]’s January 12, 2018 and February...

12, 2018 payments (@$39.95 each) have failed repeated attempts from withdrawal. As such a $20.00 NSF fee was assessed, per the terms of the agreement. As we have previously waived similar fees as service gestures we will not be waiving any additional fees. The two failed payments and the NSF fee equal $99.90.

Complaint: [redacted]
I am rejecting this response because: It is inexcusable that we are expected to pay for a service even though the pet has passed away.  I don't believe they are entitled to charge me for the additional funds. Not only are they deceptive in their advertising that you must still may even  though the pet has passed away, but it is obvious they could care less for the pet or the pet owner, they just want to make money.I have now since read several dozen reviews of how terrible this company is and how deceitful they are in their advertising.  I am not even sure that my pet received the best care...The reason she passed away was due to complications from Mega-Colon,. I read that other vets do many other things besides just prescribe the Royal Canine hi-fiber food and give lactulose..  They did note explore any of these other options. They may have even damaged her with the last enema because she was never the same. I will be sure that I let people know never to go the Banfield.  They only care about profit. But they obviously do not care about poor reviews.
Sincerely,
[redacted]

The local hospital leader has made several attempts to reach Ms. [redacted], leaving messages when possible. As she was not available the last couple of days we have asked her to make one final attempt to reach Ms. [redacted] and discuss her concerns. Ms. [redacted] did speak with our Wellness Plan team on 1/30 and it was confirmed that the plan has been set to not renew. One final payment is set to draft on 2/19 ($43.54) to cover services already provided from the plan.