Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from Mr. [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 will be communicating directly with Mr. [redacted] and Ms....

[redacted]. We have asked the local corporate representatives to reach out to them prior to end of business on 1.12.18.

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.As indicated in the terms, the Provider will...

make all reasonable efforts to provide services to Member's pet as needed. However, in some cases limited staffing may require Provider to refer Member to an alternate Banfield Pet Hospital or to another veterinary facility or to schedule a future appointment.During their last Optimum Wellness Plan agreement term Mr. [redacted]’s pet Trista was seen on 10/29/2017, 7/29/2017, 5/3/2017 and 1/28/2017 and they were able to utilize $877.46 in services and discounts. The annual cost of the Optimum Wellness Plan for Trista was $431.40. Mr. [redacted]’s pet Bonnie was seen on 10/29/2017 and 1/24/2017 and they were able to utilize $425.71 in services and discounts. The annual cost of the Optimum Wellness Plan for Bonnie was $389.40. We do see that Mr. [redacted] was not able to utilize the second 6 month package of Tri-Heart Plus available under his Optimum Wellness Plan. We have a representative reaching out to him to arrange the refund of the $33 they paid for the 6 months of Tri-Heart Plus they were not able to receive. We will not be issuing a refund for the Optimum Wellness Plan payments as they were able to utilize services and discounts exceeding the amount that was paid for the Optimum Wellness Plans.

[redacted], we are able to locate a client record for the client information provided. We will be reaching out to you directly to address your 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.We are sorry to hear about the loss of [redacted],...

losing a pet is never easy.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 for any reason (including but not limited to death or loss of pet or transfer of ownership), 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 $670.80. Ms. [redacted] has paid $79.90 (2 payments @ $39.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $389.50. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. Until Ms. [redacted] 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 [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 apologize for the difficulty you have experienced in...

attempting to be refunded for the First Shield flea medication. We have refunded your credit card for the two doses totaling $27.00.

I understand what has taken place, I don’t need a time line of when non payment and past due dates have occurred. You have completely by passed what my original complaint was and is. You are giving your customers false  advertisement, your lady at the front desk verbally told us that the contract was month to month, not 12 month agreement.  Honestly, I’m not trying to be a difficult person if I was told that this was the 12 month agreement from the beginning maybe I would’ve still signed up maybe I would have. The fact that I was lied to and I wasn’t even given the option to think about whether I wanted to sign something for 12 months is not right.  Obviously if you look at the timeline, I called in and I wanted to cancel because I felt like services were not going to be useful,  and I was told I have a contract, and I can either pay the remainder of the contract, or services rendered whichever is cheaper, I realized the lady lied to me.  I then referred back to the pamphlet that you’re able to take, and yes it promote wellness plan however, no where on your pamphlet does it tell a customer that they will be in a 12 month commitment. That is false advertisement in my mind.  Then I went online and looked nowhere online does it say it’s a 12 month commitment.  Then I went back and I thought about what that lady told me, I Astor my electronic signature what I was signing, she said it was to allow Banfield to electronically take the payment out of my bank account. She did not tell me that the electronic signature was my 12 month commitment.  I was  I was out right lied to!  Obviously you don’t care about the customer, and you sure as hell don’t care about the animals, you’re in this business to make money. Most businesses are in business to make money, but the few out there who actually do care for their customers they deserve good business  not a company like yours. I will pay the rest of what I need to because I’m bound legally, but you work for a company that is deceitful, and I don’t know how you can honestly say that your company did right by me.  I don’t care what I have to do I will make sure social media knows what kind of business you’re running.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: At no point was I told that I had to call back and make sure no more payments would be taken out of my account once my balance had been paid in full. The employee I spoke with told me I could split my remaining balance into three payments and that the last payment would be taken out in October, he never mentioned anything about having to call back. I find it rediculous and shady for that to a term in a contract, it make one think about how many other people who do not take a careful look at their bank statement are still being jipped out of their hard earned money. Considering that term of no refunds is in the contract you would think that upon cancelling the contract the employee you speak with should mention having to call back, but convenientley forgot mention that stipulation on the phone. I feel that it is bad business on Banfield’s part to keep taking money from customers even after they have paid in full for a service. 
Sincerely,
[redacted]

Thank you for forwarding a copy of the complaint from Mr. [redacted].  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.

Complaint: [redacted]
I am rejecting this response because:I tried to talk to the vet but I keep getting the run around. No one seems to want to take responsibility for it
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:[redacted] and [redacted] are my dogs and I’m very much an authorized person to discuss their medical needs. My husband has added me to the account when we got married over a year ago.a friend of mine ironically had a similar story where her dog had 10 teeth removed by a reputable vet in dallas. This pricedure cost her close to $800. Banfield has taken advantage of my husband and our situation. Would you disagree to any procedure if your dog was under the knife and enduring great pain? How did we go from removing 4 to 10 teeth? I do not trust this facility and their unethical practices. Why did you promise to my husband to look into waiving future vet visits when you had no intention to do anything for us? You overcharged is knowing we had no choice. Don’t quote your clients $450 and then tripple the cost. You should have been upfront with us. Just for the record the procedure cost us more than our dog. He’s worth every penny but it’s pathetic that you’d mislead people.I intend to get our dogs treated somewhere else in the future. In addition I’ll use every social media means to make it known how Banfield conducts business. 
Sincerely,
[redacted]

Although many of the things that Banfield has stated in this lengthy reply are true, the most material and critical fax that they stated are false. Banfield absolutely did not explain the fact that these were 12 month contracts. Contrarily they explained none of this to me had me sign a digital screen and then afterwords do not even purport to have provided me the contract related to what I signed. It is against the law to bind somebody to a contract without them first being informed of the material facts, and I would say that a 12 month term is absolutely a material fact.Video sureillance will cooraborate my claims.  Pull the video Banfield. [redacted] Complaint: [redacted]
I am rejecting this response because:
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.
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, 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 further 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, including collection costs.
In March 2016, Ms. [redacted] enrolled her pet, Hannah on a Puppy Early Care OWP. Hannah received care provided as part of the OWP package through January 2017. Ms. [redacted] stopped making payments on the OWP after the in-hospital payment on January 23, 2017. Ms. [redacted] was contacted on numerous occasion to discuss the account status and the balance owed for services already proved from the OWP package. No additional payments for this account were received and the OWP was automatically cancelled on May 28, 2017, more than 120 days after the last payment was made.
[redacted] was originally enrolled on an OWP in October 2011. The OWP automatically renewed in October every year per the terms of the agreement, with the most recent plan year beginning on October 19, 2016. As Ms. [redacted] stopped making payments on the OWP after the in-hospital payment on January 23, 2017, the OWP was automatically cancelled on May 27, 2017, more than 120 days after the last payment was made.
Pursuant to the terms of the OWPs, Banfield is entitled the remaining payments of $70.90 for Hannah’s plan and $269.55 for [redacted]’s OWP. Ms. [redacted] may contact us discuss possible settlement offers.

Complaint: [redacted]
I am rejecting this response because: I appreciate the wellness plans being cancelled. I wanted them cancelled asap being that I cannot go to The Greensburg Banfield Location due to Vet and Manager's unprofessionalism and terrible pet care. That is the right thing to do but  as I communicated to several people... several times at Banfield Greensburg and Banfield Corporate I want to be reimbursed for 3 pet bills that I had to pay for at another vet hospital because my dogs all got very sick from my puppy who was recently at The Greensburg Banfield Pet Hospital. I know the Vet, Manager and Field Rep disagree that they didn't get the sickness from your hospital they did... it doesn't matter if there weren't other dogs sick there at the time. It could have been viral or lingering in the environment there. My pets don't leave my house. Furthermore, puppies are more susceptible to catching sickness and passing it to the dogs. My 3 other dogs were affected. It was horrible. Attached are copies of my bills. I have another receipt for vaccines [redacted] needed who had a plan that I couldn't use because of the drama at the hospital for $82. I want reimbursement for those expenses as well. I would appreciate your cooperation. This process has been very difficult and frustrating for me.
Thank you,
[redacted]

Thank you for forwarding a copy of the complaint from our client Annabel [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 February when Ms. [redacted] said she contacted our Wellness Plan Relations team, Jelly Bean had received services and discounts with a retail value totaling $626.85. Ms. Doe had paid $271.60 (8 payments @ $33.95) towards the services received. In February amount owed to cancel the Optimum Wellness Plan was $135.80. According to the agreement signed by Ms. [redacted], she was responsible for fulfilling her obligation under the Optimum Wellness Plan through the end of the agreement on 8/3/1017.As Ms. [redacted] has fulfilled her part of the agreement through 8/3/2017, we will be refunding the $135.80 (4 payments @ $33.95) that was withdrawn since her Optimum Wellness Plan renewed.

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.
Ms. [redacted] presented her pet Khaleesi for care on March...

1, 2018. Initial Ms. [redacted] presented [redacted] for a dental cleaning and mass removal, however after pre-anesthetic screening was completed Ms. [redacted] was contacted by Dr. E[redacted] to discuss some concerns. As prior cytology results revealed the masses were “probable mast cell tumors” and as there was an ulcerated mass there were additional concerns to consider. It was explained further that as any or all of the tumors could be mast cell tumors there were additional risks of serious complications with their removal. As the removal of the tumors were more complicated it would elongate the time under anesthesia. It was also discussed that as these would need to be sterile procedures we would not be able to complete the dental cleaning at the same time.
After additional conversations with Ms. [redacted] she opted to remove the two most concerning masses. It was again discussed that we would no longer be able to provide the dental from her OWP that day and that the new estimate was for the procedure without the dental.
As all recommendations were in the best interest of the pet and were all discussed with and approved by Ms. [redacted] there will be no reimbursement or free services granted in this matter. This decision was also discussed with Ms. [redacted] previously.

Thank you for forwarding a copy of the complaint from Mr. [redacted].  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 Team.
We are aware that Mr. [redacted] has been in communication with both the local hospital and Medical Director. We have informed them that Mr. [redacted] is no satisfied with the current discussions and have asked that they reach out to him again directly.

Thank you for forwarding a copy of the complaint from 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.
On October 24, 2016, Mr. [redacted] authorized his card to be provided...

as monthly payment for the OWP listed under Ms. [redacted]’s name. This change was made in the local hospital on this day and the card in question was physically provided to a representative.
We did not receive any communication from Mr. [redacted] or Ms. [redacted] regarding this account until December 27, 2017. Between his bank and Banfield, Mr. [redacted] has now been reportedly refunded for 10 of the 13 payments that have been withdrawn from his account, as a service gesture as very few services were used from the OWP. However, as Mr. [redacted]’s authorization was provided for these monthly payments Banfield will not be refunding his account further.
Mr. [redacted] was contacted by the requested supervisor on 12.28.17, 1.2.18. and again on 1.2.18.
Banfield will not be compensating Mr. [redacted] for any time spent resolving 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.We apologize for any inconvenience this price...

increase may have caused Ms. [redacted]. We are currently investigating ways to ensure that Optimum Wellness Plan (OWP) renewal notifications are received by all our clients. Although, we are currently unable to adjust monthly payments of an OWP while it is active. The prior OWP plan year, for Ms. [redacted]’s pet, Crystal, cost $419.40 (12 payments @ $34.95) and upon renewal the new year would cost $467.40 (12 payments @ $38.95). As a client service gesture, we have waived 2 of the 12 installment payments on the current OWP for Crystal so that the annual cost will be $389.50 (10 payments $38.95.)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 of the OWP agreement, a client can cancel 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 no services were received for Mama Dog on the current plan year, the OWP was cancelled at no additional cost to Ms. [redacted] on September 19, 2017 when we spoke with her directly. Crystal has received services and discounts from the current OWP plan year, with a retail value totaling $588.39. Ms. [redacted] has paid $155.80 (4 payments @ $38.95) towards the services received. As previously noted in our response, Banfield has waived an additional 2 payments. Currently the amount owed to cancel Crystal’s OWP is $233.70.

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.

Complaint: [redacted]
I am rejecting this response because: because I was told by a previous agent that I wouldn’t have to make any other payments since I no longer had the pet or custody of the pet and advised me that they would cancel the account and that was final and even asked the agent once again will my account be canceled and they stated yes in regards to the assent I was speaking with recently his tone and the way he was talking to me as a customer for highly unacceptable if he was trying to confirm information and help me understand that was not a way to go about it as stated before I suffer from anxiety and anything can trigger it I’ve never spoken to any customer care agent that has spoken to me with a attitude or tone like that ever 
Sincerely,
[redacted]