Banfield Pet Hospital

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 frustration the...

client has experienced due to the shortage of staff at the Palm Springs Banfield. We are actively seeking to properly staff our hospitals with qualified veterinarians so that we may provide the best care possible for pets and their owners and are working towards providing a full staff for our clients. At this time we have waived the remaining payments left on the plans for the pets [redacted] and [redacted] so the client will receive no further charges from this plan. A copy of the medical records has been made available by the hospital for the client’s pets. Any further questions can be addressed by the hospital staff 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.Banfield Optimum Wellness Plans 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.We see that our client called our Wellness Plan team and had the OWP set for a non-renewal status on February 3, 2017. The last day to receive the services and products on the OWP was June, 10 2017. We are aware the most recent visit was on June 12, 2017. At this time a refund is not due for the OWP or the services provided.

Complaint: [redacted]I am rejecting this response because: I have yet to be contacted by the business about the refund. It has been 3 business days so its obvious that cistomer satisfaction is not a priority. Sincerely,[redacted]

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.
Unfortunately Banfield was not able to...

withdraw all payments on the plan. In July 2015 the payment was refused as the card on file had been reported stolen. Despite 11 voicemails and 4 written notifications requesting Mr. [redacted] contact us to address concerns with the account on file we did not hear from Mr. [redacted]. The plan was cancelled and the unpaid portion of the plan was sent to a third party collections agency.
We would encourage Mr. [redacted] to contact us at 888-448-4070 to discuss the amount owed and payment/settlement options

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 very sorry to hear of Ms. [redacted]’s loss. Wellness...

Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordable. Wellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-payments. Wellness Plan services are provided at deep discounts under an annual agreement. Agreements may be cancelled at any time. However, 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 away. Unfortunately, we have no record of Ms. [redacted] reporting her pet’s passing, either within our home office or within the Latham, NY Banfield Pet Hospital. Our hospitals are also unable to process plan cancellations; those must be done by contacting the Wellness Plan Relations team directly. Ms. [redacted] signed up for the Optimum Wellness Plan on July 5, 2012. The plan renewed on July 5, 2013, per the agreement. The collections balance is in reference to services rendered after that renewal date. In this case, [redacted] received services and discounts with a retail value totaling $541.94. Ms. [redacted] has paid $173.70 (6 payments @ $28.95) towards the services received. 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 report. As this was a valid debt it was reported appropriately we cannot remove it from [redacted]’s credit report at this time.

Complaint: [redacted]I am rejecting this response because:
Banfield claims they do not guarantee same day or walk in appointments. In each instance they could not accommodate an appointment for over a week from my request. They referred me to the Lancaster location (50 miles away) and Lancaster stated they were not taking their appointments and that 3 of the 4 staff Veterinarians recently left the practice. Therefore, it was a staffing issue as the reason my pet could not be seen. I paid Banfield for services that were not provided to me. How can they simply say "no appointments available" and continue to charge me for services. Am I trapped into a contract where they dont have to provide any services? Literally, they could NEVER accommodate an appointment and I would continue to have to pay?
I am asking Revdex.com to review Banfield accordingly. This is a SCAM. 75% of their staff left and now I, as a consumer, am essentially not getting what I paid for. I see two options: 1- Banfield cancel my service or 2- I can take them to DJ and request compensation for my pets medical bills that I paid Banfield for and had to pay another Veterinarian to provide the service. 
Sincerely,[redacted]

Thank you for providing Mr. [redacted]'s response. The Terms and Conditions were included as a supplementary copy of the original documentation provided to Mr. [redacted] when he signed a hard copy of the agreement, a copy of which was also provided in the previous response. The agreement was signed, and as such is valid, as is the debt owed.

Revdex.com: I have been contacted and I am satisfied with the action taken.
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]

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]

Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets.  We appreciate the opportunity to address this matter.
Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordable. Plan...

discounts apply to all non-Wellness Plan Banfield services except: flea, tick and heartworm preventives, vitamins, therapeutic diets and any PetSmart services or merchandise. Wellness Plan discounts vary from 5-20%, depending on plan level. Wellness Plan services (those covered under the plan) are provided at deep discounts under an annual agreement. Our prices are competitive yet comparable to the area.
Wellness plan agreements may be cancelled at any time, however 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 away. This information is provided at the time of enrollment and in the terms and conditions of the agreement.
Originally Mr. [redacted] contacted us and requested the plan in question be cancelled on December 22, 2015. At that time he was informed of the balance owed for services rendered vs. monthly payment obligations. The plan was set to not renew at that time and at Mr. [redacted] request. No other changes were made at that time due to the balance owed on the account.
As of the date of this response, [redacted] has received services and discounts with a retail value totaling $1393.77. Mr. [redacted] has paid $492.53 towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $147.84, 3 overdue monthly payments of $49.28. The remaining balance owed on the plan is currently overdue.  
According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. If the payments are unable to be collected through the ag[redacted] method, as is the case at this time, the account will be sent to collections.

Thank you for bringing this to our attention. There appears to have been a glitch in the software and the cancellation of the OWP was stalled. There are no monies owed on this plan and we have forced through the cancellation this morning.

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. I would like to thank the staff at the [redacted] location. As soon as they learned about this situation they worked quickly to correct it. Unfortunately your customer service representative was not helpful in this matter and that is why I created this complaint. If he would have handled the situation differently this complaint would not have occurred. Thank you for handling this appropriately. Sincerely, [redacted]

As Mr. S[redacted] was the one to speak with the local hospital leadership we have asked that they reach back out to him to readdress these 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. 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 Ms. [redacted]’s concerns to the S. [redacted] hospital and we highly encourage her to communicate with them directly regarding 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. Optimum Wellness Plans (OWP), are discount membership plans...

designed to help make top quality veterinary care convenient and affordable. OWP services are provided at deep discounts under an annual agreement that renews automatically at the end of the 12 month term. The OWP may be cancelled at any time, however 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). On June 5th, 2016 Ms. [redacted]’s Wellness Plan (OWP) renewed as stated in the terms and conditions that she signed. Ms. [redacted] made one payment on June 5th, 2016. The second payment was scheduled to draft on July 5th, 2016, this was declined by the bank. Ms. [redacted] was notified by letter on July 20th, August 17th, and September 14th that her payment had failed. After 120 days of non-payment, Ms. [redacted]’s account was closed and the balance owed was sent to a third party collection agency. In this case, [redacted] received services and discount with a retail value of $419.90. Ms. [redacted] paid $35.95 (1 payment of $35.95). The balance of $383.95 was sent to a third party collections agency. Ms. [redacted] recently settled her account for $371.72. There would be no refund due as services were rendered and the OWP was cancelled prior to the end of the term.

Banfield has made no attempts of reaching out to me to specifically resolve the issue. their call was to convince me that "maybe the fecal was wrong or late" what lies is this?
this is yet another way of trying to bring  the person down by downgrading them stating "obscene language" because of Benfield I landed up paying close $535 because they claimed that Atty's fecal exam was negative. Had they actually conducted the fecal exam we would have known the diagnosis right away and I wouldn't have had to spend $534 at the emergency room to get x-rays done. even at SVS they informed them saying that the Giardia and fecal was negative. And now that I have reached out to another doctor and resolved this issue, they are trying to make the customer look bad.  These are simply cheap and reactive theatrics... In retrospect they have even refused to check weather they have done the exams they claimed and made me pay for costing me $33 for fecal exam and the Giardia exam
Clients are always upset when they see their furry friends suffer at the Evil hands of Bad quality Vets looking to disregard the complain and now trying to hide behind obscene language claims. They are refusing to resolutions and making false claims here.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,**

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. Ms. [redacted] was formally separated from the practice in...

August 22, 2013. Decisions of this nature are not made lightly, and apply to Banfield Pet Hospital as a whole. When a client is formally separated from the practice, they are no longer eligible to receive services from any hospitals in the Banfield network. This was a final decision made by information relayed from the hospital, which was then vetted and approved by senior leadership. At that time, Ms. [redacted]’s three active Optimum Wellness Plans were cancelled at Banfield’s expense. A copy of Ms. [redacted]’s formal letter of separation has been included for reference. Ms. [redacted] will receive no further contact from Banfield Pet Hospital regarding this matter as this decision is final.

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 that Mocha has passed...

away.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, Mocha received services and discounts with a retail value totaling $636.29. Mr. [redacted] has paid $125.85 (3 payments @ $41.95) towards the services received. Another 4 installments payments were waived as a client courtesy. In this case amount owed to cancel the Optimum Wellness Plan is $209.75. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. Until Mr. [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 have forwarded Ms. **’s concerns to the appropriate...

local hospital leadership, and someone from that leadership group will be in contact with her shortly regarding her difficulty in reaching the practice manager. Regarding the collections balance, our records indicate that after the first missed payment on September 12th, 2015, multiple calls were placed to this phone number on the client’s file: [redacted] Letters regarding the past due payment were sent out on multiple occasions as well to this address: [redacted] Furthermore, per the terms and conditions included with the Wellness Plan Agreement (a copy of Ms. **’s signed agreement has been included for reference), it is the client’s responsibility to ensure that all billing and contact information is up to date to ensure that payments can be drafted on the selected billing date. 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 report. As this was a valid debt it was reported appropriately we cannot remove it from [redacted]’s credit report at this time. We recommend that she contact the Client Financial Services team at 888-448-4070 for further assistance.

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]