Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because: All the information Banfield sent has already been discussed with me before I sent this complaintMy complaint was about that Banfield did not verbally offer to change to a new wellness plan, they offered to add dental for dollars more a monthSince they are not providing dental anymore my request was to remove it from the plan and put [redacted] back to the previous fee of around per monthI also added that Banfield did not call me at the time of the renewal so when I finally went to get the service done it was already August so it was too late to renewThe document you sent does not explain that it is a new wellness plan so I took the word of the veterinarian and his assistant at face value, to add to, not to change the planNo one explained to me that I was changing the plan I was somewhat disconcerting to find that Banfield used threats of sending to collections to a customer that has been loyal and never been late on any payment for more than ten years, not even during the course of this complaint It is surprising to me the way this corporation manages customer satisfaction and my main purpose is not even about the money but consumer awarenessI have more than ten years experience in corporate quality assurance and customer satisfaction and have never seen this type of deplorable customer satisfaction politics applied by a corporationOur politics always included making sure a customer was greatly satisfied no matter what the outcome or type of complaintIn this case, I am a greatly unsatisfied customer of Banfield Hospitals 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 PetsWe appreciate the opportunity to address this matter In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, if an agreement is cancelled before the end of its annual term, the client is responsible for the remaining payments on the plan or the full retail value for services and discounts used under the plan, less payments received (whichever is less)Mr [redacted] enrolled his pet [redacted] in a OWP on 2/13/during his pets first visitHe had a second visit on 3/13/which was also included under the OWPDuring those visit, [redacted] received services and discounts with a retail value of $Mr [redacted] paid $Had Mr [redacted] cancelled his OWP the day after the first visit, he would have been expected to pay the full retail cost of all services rendered as stated in the terms and conditionsMr [redacted] did not cancelled his OWP and stopped paying instead resulting in the OWP being sent to a third party collections agencyNumerous attempts were made to contact Mr [redacted] to resolve this issueAccording to the agreement signed by Mr [redacted] , he is responsible for fulfilling his obligation under the Wellness PlanMr [redacted] currently owes $for services rendered under the OWPThis can be paid by contacting our Client Financial Services

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 PetsWe appreciate the opportunity to address this matter The balance has been removed from collections and Mr [redacted] ’s preferences have been updated to “Do Not Contact”Any corrections or changes to [redacted] ‘s credit report would be reflected to days after the correction or change is reportedOnce a full days have passed, I invite [redacted] to again check with the credit agency and, if there are any further questions, we encourage Mr [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-

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] ***

Complaint: [redacted] I am rejecting this response because: This is not a satisfactory based on the responsibility of a parent corporation's oversight of their locations I expect that this is handled at the corporate level This may be the reason that there are so many unsatisfied customers at your various locations [redacted] Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I have spoke with Dr F [redacted] but I am waiting on confirmation that I will be receiving a refundI would also like a detailed list of what is covered under or wellness plans for our cats so I can take FULL advantage of said plans since I wont be reimbursed for them 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 PetsWe appreciate the opportunity to address this matterIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $34.95) towards the services receivedThe annual cost for [redacted] plan is $ [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $25.95) towards the services receivedThe annual cost for [redacted] plan is $According to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Optimum Wellness PlanCopies of these signed agreements have been supplied for referenceWe have detailed records on file of conversations that took place with Ms [redacted] regarding her plans on March 23, regarding the plan balance and the cost owed to cancelPayments ceased to successfully draft as of April 5, Additional calls and letters were placed to Ms [redacted] regarding the missed payments between June and September, Another conversation was documented between Ms [redacted] and the Client Financial Services team on September 4, at which point she was advised of a past-due balance of $She indicated at that time that she would make a payment as soon as possibleThe Optimum Wellness Plans were then cancelled to collections as of September 20, after six months of non-payment; the total collections balance equaling $as of May 4, Per 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 [redacted] ’s credit report 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 PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at anytimeHowever, if an agreement is cancelled before the end of its term, the client is responsible for the remaining payments on the plan or the full retail value for services and discounts used under the plan, less payments received (whichever is less) regardless of Pet status including Pet death or Pets given awayIn this case, PET received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @$25.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Mr [redacted] , they are responsible for fulfilling their obligation under the Optimum Wellness PlanUntil Mrand/or Mrs [redacted] detail an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agenciesAccording to the medical notes on file, hospital staff had an extensive conversation with this client regarding the renewal date for her plan, what services would be covered that day, and what options for adding services into the plan were availableA copy of both medical notes from 05/25/2016, and the signed agreement are included

Complaint: [redacted] I am rejecting this response because: I am experiencing financial hardship I am taking actions to receive funds from my ex husband in this matter but have to wait until a court date I was left with no funds and am maxing out my credit cards June there is a court date and support should commence shortly there after I can start making payments once I receive funds and pay for both contracts, even though my ex has dog All funds were cut off unexpectedly, I am asking Banfield to work with me.Sincerely, [redacted]

Thank you for providing Ms***’s responseDue to the amount of services rendered and received by Ms***, we are unable to waive the remaining balance owed to cancelServices were rendered with her approval and within the terms of the signed Optimum Wellness Plan agreements As noted previously, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $31.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $ [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $31.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $ The payment plan is intended to make top quality veterinary care more affordable; the plan itself is discounted compared to the out of pocket costsThis is all in accordance with the agreements and terms and conditions, which have been previously providedUntil Ms [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agenciesThis is our final response on the 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 PetsWe appreciate the opportunity to address this matterAs Ms [redacted] indicates she was under-aged at the time she signed her Optimum Wellness Plan agreement, all we require to waive the collections balance is a copy of either Ms [redacted] ’s state ID or driver’s licenseUpon verification, the balance will be absolved

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 PetsWe appreciate the opportunity to address this matterOur records show that Ms [redacted] initially contacted the Wellness Plan Relations team to cancel [redacted] plan on April 30, At that time, as an alternative to cancelling, Ms [redacted] accepted an offer of two waived payments, which would be applied to the first two months after [redacted] plan renewed on August 1, Payments continued to draft as from May 19th to July 19thPer Ms [redacted] agreement, the first two payments after the plans’ renewal were waived and drafts resumed in OctoberAs a client service gesture, as no services were used on the current plan year, we have refunded Ms [redacted] ’ October payment in the amount of $to the card on fileMs [redacted] should see that balance reflected in her account within three to five business days to allow for bank processing

Complaint: [redacted] I am rejecting this response because the issue has not been resolvedI would like banfield to be held accountable for their actions.charging outragious fees for unneeded treatment in a crimeI found hundreds of similar complaints all over the InternetAlso I did voice my concern to the eagan banfield the day of service; I contacted the Revdex.com because I was not satisfied with the resolution and treatment I recieviedSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: [redacted] never had heartworm disease as shown by the tests from two separate clinics, [redacted] only completed one week of Doxycycline therefore a negative due to Doxy use is not a possibility as he had been off of the medication for a mont prior to his negative testI have documents from ***s chart showing one negative test and one positive test both on 4/28/from this Banfield clinicThere was not a balance on my account that was waived as I paid all fees due to the clinic This “balance”was due to my cancelling my wellness plans for my pets due to incompetence and malpractice from Banfield veterinarians, I was not going to continue to pay for the plans as I can not trust them to competently care for my animalsI would not have incurred these expenses if it had not been due to this misdiagnosis and the refusal of any type of responsibility by this business for their wrongdoingTheir denial of any mistake is outrageousMy dog was never treated for this disease and it would not have miraculously gone away, there is no way that he would have tested negative on two separate occasions at two separate clinics if he was truly positive for the diseaseThe fact that the documentation that I have in my possession from Banfield directly contradicts what they are claiming regarding the alleged two positive tests is only one of many indications that there is something wrong hereI will once again request a refund for the expenses previously listed or I will escalate this complaint to the courts and file a complaint against the medical license of Dr Gonzales Sincerely, [redacted]

We are unfortunately unable to offer Ms [redacted] any additional accomodations at this timeAccording to the agreements on file, Ms [redacted] , is responsible for fulfilling her obligation under the Optimum Wellness PlanTo reiterate, any dispute between Ms [redacted] and Mr [redacted] , as they are a personal matter, must be addressed outside of Banfield

Banfield has attempted to communicate with Ms [redacted] in person, repeatedly, in order to discuss her concerns and prevent this continuous back and forthAlthough Ms [redacted] did speak with a representative on 9-20-regarding her concerns she continues to be unsatisfied with the resolution reached in September [redacted] was presented to us July 30, with a reported urinary issue after having been reportedly rescued months priorDuring the exam it was noted that [redacted] had moderate dental calculus, gingivitis and worn teeth, along with signs of a UTIThe Optimum Wellness Plan (OWP) was presented as an option to help dilute the cost of the recommended bloodwork and diagnostics recommended that day for the suspected UTI [redacted] was presented again on August 6, for a recheckAt that visit [redacted] continued malaise and possible causes along with additional diagnostics to determine the cause [redacted] presented again on August 14, for a weight re-check and to continue discussing possible causes of her malaise and weight lossIt was at this visit that the first signs of heart concerns were notedAn EKG revealed a sinus arrhythmia and the possibility of acute respiratory arrhythmia or the beginnings of sick sinus syndrome were discussedThe doctor discussed that [redacted] may have an increased anesthetic risk and that although we would use a special protocol to mitigate these risks we would recommend a referral to a cardiologist prior to any anesthesiaWe did not see [redacted] for the recommended follow up nor hear from Ms [redacted] until November 4, when she called wanting to downgrade her planAlthough reminders for care and scheduled appointments were made through June with no return call from Ms [redacted] , we do not show that her request was ever addressed in – this ultimately is what led to the settlement/resolution offer belowOn July 7, 2015, Ms [redacted] called to speak with the Practice ManagerAfter discussing the prior visit and the conversation regarding the possibility of increased anesthetic risks and the recommended diagnostics, Ms [redacted] indicated she wanted the plan cancelled and no longer wanted to utilize the remaining services on the plan even after noting that, per her complaint, the heart irregularities had resolvedMs [redacted] was informed that there was an outstanding balance on both of her pets’ plans and that would need to be paid prior to, or upon the cancellation of the plansUnfortunately Ms [redacted] became verb [redacted] aggressive, using inappropriate language and disconnected the callMs [redacted] was contacted on July 9, to discuss her concerns againShe requested to speak to someone ‘other than’ the Practice Manager so the Chief of Staff made multiple attempts to reach Ms [redacted] finally speaking with her on July 22, Ms [redacted] was reminded that as many of the services had already been provided from the plan there was a remaining balance owed, pursuant to the terms of the agreement she signed at enrollmentAt that time, DrC [redacted] offered to cover ½ of the remaining balance on both [redacted] plan and on [redacted] plan, as a client service gesture for the difficulty Ms [redacted] was having in communication with the teamsUnfortunately, as the monthly payments for [redacted] and [redacted] had been left unpaid for several months the plans auto-cancelled to collections before DrC [redacted] offer could be honoredAs this is an automated/computerized process it was not caught until Ms [redacted] brought it to our attention on September 18, It was explained to Ms [redacted] that we were not able to waive the agreed upon balance UNTIL she paid her portionThe team repeatedly verified the balance Ms [redacted] owed year later Ms [redacted] reached out again demanding to know why the balance on her account showed the full amount of $She was again reminded that until she paid the agreed upon balance on we would not be able to waive the remaining amountOn September 14, after Ms [redacted] came into the hospital she was provided a statement showing she owed the agreed upon $Ms [redacted] indicated in her complaint that Banfield refused to downgrade her planPursuant to term #in the attached agreement plans may only be downgraded at the time of renewalAs services had been used from the plan there would have been a cost associated with any mid-year downgrade, if possible, and/or early cancellationIn her complaint Ms [redacted] indicates that she feels her account should never have been sent to collections, however as the plan was on hold for multiple failed payments, pursuant to the terms of the agreement, Banfield had the right to submit the monies owed on the plan to collectionsMs [redacted] indicates that she was bounced between teams, departments and agencies for “almost years” however Ms [redacted] was repeatedly informed that Banfield was honoring the offer to waive/pay 50% of her balance but would require her to pay the agreed upon amount firstAs of the date of this response she has failed to make payment on the agreed upon amount of $Contrary to Ms [redacted] ’s complaint she has spoken with our financial team several times and they have all told her the same thing: Also Contrary to the complaint Banfield did contact Ms [redacted] regarding this matter before the plans were sent to collections and afterWe have been very upfront with our resolution offer and our promise to honor this offer both verbally and in writing, in the form of the medical records available to Ms [redacted] at any timeThis debt was not wrongly reportedThis is a valid debtBanfield offered to waive a part of the balance owed on the plans, or in other words “settle” the debtUntil Ms [redacted] pays the agreed upon balance we cannot report the debt as being satisfied and reflect as much on the credit reportsWe feel as though we have addressed Ms [redacted] ’s concerns however if we have missed a point please let us knowWe would gladly provide a copy of the medical notes noting all communications with Ms [redacted] should that prove useful as well

Complaint: [redacted] I am rejecting this response because: I will not continue to pay for the planI refuse to pay $to cancel a plan that I've already paid $for$to get my dog dewormed in ridiculousSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:On 6/you said:As the enrollment date of 2/was after the last monthly banking day used by Banfield the payment was applied to the first monthly payment on the new plan of March 26thIf Mrs [redacted] recalls she we did not draft a payment in March as this was paid in hospital on February 27thThe first automatically withdrawn payment did not occur until 4/26.I have submitted to you screenshots of my credit card being charged on March 26th, even though you have stated that no March draft was takenReiterating the things you have sent me does not directly address that factYou have screenshots of the draftI have a message from you, on record here with the Revdex.com and pasted above, where you say that no draft payment was made in march, the February 27th in-office payment was applied and shows on the Banfield payment history as the March paymentBut you did take a March paymentTherefore, the information you are reiterating cannot, and will not stand

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] 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 Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: This is not a medical issue, which is clear in my original complaintUsing deception and fear to sell ANY service is not a medical issueIt's called coercionThat is a legal term, not a medical oneI'm not interested in further communication with Banfield or its representativesThere is only one acceptable outcome and that is for Banfield to cease accessing my financial accounts and to remove me from their plans and servicesThis is not negotiable If Banfield refuses to comply, this complaint will remain unresolved.Sincerely, [redacted]