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. Per our records the plan has been cancelled out for the pet...

Peanut as requested by the client via email and we have refunded the amount charged for the last 7 installments for a total of 174.65 back to the card on file. The client should see this reflected within the next 3-5 business days. Since the plan has been cancelled out, there will be no further deductions that will be made for this account.

We are sorry we are not able to resolve this matter to [redacted]'s satisfaction. We are glad to hear the she has found a vet that meets her needs and encourage her to contact us at 888.649.2716 to discuss her plan and cancellation options.

Complaint: [redacted]I am rejecting this response because:The deep discounts that your refrenced are irrelevant. Honestly had it not been for the horrible customer service, pressure selling tactics, and the FACT that anytime we politefully refused the pressure sales we were bombared with a guilt trip tactic...literally every time, then we wouldnt have even made a complaint. I NOTICE  THAT IN YOUR ENTIRE RESPONE YOU DID NOT ADDRESS THE MAIN ISSUE OF THE COMPLAINT. You simply stated your companys objectives that could as well have been copied and  pasted from the about us section of your website. As the Revdex.com is a  consumer watch dog for all to see I would have thought that you would at least mention the main reason for the complaint. We do not want to continue the service and will not be returning whether  we pay or not, seeing as we did pay for the service and showed up for our appointment I will agree to 2 payments of the monthly installments and to end our contract at absolutely no additional cost. However, addressing the actual problem and basis of the complaint is strongly desired.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 reaching out to us regarding your recent experience. Your experience as described in your complaint is certainly not inline with Banfield's culture and expectation of quality medical care and exceptional client service. We will be working with the local hospital and field leaders to...

address your concerns and speak with you directly.

The plan and covered services in question renewed, per the terms of the agreement, in September 2015. Ms. [redacted] sought care under the wellness plan in October (14th and 17th). Unfortunately the monthly payments began to fail in December 2015. 4 attempts to communicate the outstanding balance to Ms. [redacted] were made over a 4 month period. As we did not hear from Ms. [redacted] in regards to these communications the plan was canceled per the terms of the agreement and the unpaid balance was sent to a third party collections agency. We have attached the invoices for services provided on the renewed plan.
This is a valid debt.

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. At this time the cost to cancel the OWP is $143.70. This amount is the total for the services provided from the plan. This amount may be paid in full to cancel the plan or continue to make the monthly payments until that amount has been reached. Unfortunately we are unable to meet the desired resolution of closing the OWP at no further cost.

Banfield has reviewed this matter and will be reaching out directly to Ms. [redacted] to ensure the correct credit card information is on file and to discuss the requested refund.

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.
This matter has been reviewed by the Leadership overseeing the hospital as well as the Field Leadership overseeing the area and it has been determined that Mr. [redacted]’s pet was given appropriate care. Mr. [redacted] was informed it would be his responsibility to pay for the services his pet had received. Any further questions or concerns Mr. [redacted] has about the care his pet received would be best addressed by the Chief of Staff Veterinarian at the hospital.
In this case, [redacted] received $668.75 worth of services and discounts and Mr. [redacted] paid $251.65. The remaining payments come to $179.75. According to the terms and conditions agreed to by Mr. [redacted], he is responsible for this balance. This balance can be paid all at once by contacting our Wellness Plan Relations team 888 649 2716 or by letting the payments draft as due on the 19th of each month. The plan has been set to not renew.

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 and would like to clear up the client’s...

concerns regarding her Wellness Plan.We understand the decision to euthanize a pet is a very difficult decision to make and we share Ms. [redacted]’s sadness. We would like to address her concerns regarding the remaining balance for the plan. Wellness Plans are not insurance, they are discounted annual membership plans designed to help make top quality veterinary care convenient and affordable. 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. Wellness plans and the services included are not transferable for use by other pets.
In this case, [redacted] received services and discounts with a retail value totaling $680.04. Mrs. [redacted] has paid $189.75 (5 payments @ $37.95) towards the services received. In this case the amount owed to cancel the Optimum Wellness Plan is $227.70 which is the total for the 6 remaining installments as the costs of the services provided from the plan exceed the cost of the plan year itself. That amount does include 1 payment waived as a client service gesture by one of our representatives that spoke with Mrs. [redacted]. According to the agreement signed by Mrs. [redacted], She is responsible for fulfilling her obligation under the Optimum Wellness Plan. However, we would like to offer to waive a further 3 installments from the remaining balance as a compromise. This would leave 3 remaining installments of $37.95 or a total of $113.85 to cancel the plan. This again would be for services that have been rendered under the Wellness Plan. The client can continue the autodraft that is currently set up on the plan for the 3 remaining installments and the plan would close automatically after the last installment or the client can choose to pay the remaining balance in full and the plan would be closed upon receiving the payment. Any further inquiries by the client can be directed to our Wellness Plan Relations team at (888) 649 2716.

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. Wellness Plans are not insurance they; are...

discount membership plans designed to help make top quality veterinary care convenient and affordable. Unlike insurance, plan services should always be used; not only if the Pet is ill or injured. 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. Unused Wellness Plan services do not roll over into the next plan year. 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. We have no record prior to July 7, 2015 of Mr. [redacted] contacting Banfield Pet Hospital’s Wellness Plan Relations team to request the cancellation of his plans. Mr. [redacted] had used services on [redacted] plan after the most recent renewal date, June 7, 2014, for which payment was owed. After [redacted] plan was cancelled to collections after four consecutive months of non-payment, Mr. [redacted] was able to settle the debt for $79.84. When [redacted] was initially placed on the Puppy Early Care Plus plan, which included the option to spay, [redacted] received services and discounts with a retail value totaling $597.04. The total cost of the Optimum Wellness Plan that year was $407.40. A copy of the signed Optimum Wellness Plan agreement for [redacted] has been included for reference. In reviewing this matter, however, we have determined that Mr. [redacted] made four payments (4 payments @ $40.95, or $163.80) towards [redacted] Optimum Wellness Plan after its renewal, with no services having been rendered. In light of this, as a client service gesture, we have refunded those four payments (for a total of $163.80) to the card on file. This refund should be reflected in Mr. [redacted]'s account within no more than three business days depending on bank processing.

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. Wellness Plans are not insurance they are discount...

membership plans designed to help make top quality veterinary care convenient and affordable. Wellness Plan services are provided at deep discounts under an annual agreement. Agreements may be cancelled at anytime. 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. In this case, PET received services and discounts with a retail value totaling $436.29. Ms. [redacted] has paid $51.90 (2 payments @$25.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $259.50. According to the agreement signed by Mr. [redacted], they are responsible for fulfilling their obligation under the Optimum Wellness Plan. Until Mr. and/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 agreement. If 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 agencies. According 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 available. A copy of both medical notes from 05/25/2016, and the signed agreement are included.

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 refund. I 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 Pets. We appreciate the opportunity to address this matter. Unfortunately, we were unable to locate any client...

information in our system under his name. In order to properly address Mr. [redacted]’s concerns, we request the following:
-Name on Record (If not under your own) - Pet Name

Wellness Plans are not a "loan", "line of credit", or a buyer's program. They are a package of preventive care and services. These services are bundled together and discounted is cost. Client's are then able to pay that matter in a lump some or in 12 equal payments.
The cancellation terms are discussed at enrollment and a copy of the terms and conditions are also provided. We are sorry we are not able to resolve this matter Mr. [redacted]'s satisfaction, however this is a valid agreement and a valid cancellation amount.
Banfield's decision will stand.

As stated in our previous response these plans were not cancelled by the client and the balance due was not paid which is why it ended up in co.llections. 
"In this case [redacted] received services and discounts in excess of $1000 and Ms. [redacted] and Mr. [redacted] paid $233.55 (9 payments @ 25.95) with a balance due of $77.85. [redacted] received services and discounts of $930 and Ms. [redacted] and Mr. [redacted] paid $269.55 (9 payments @ 29.95) with a balance due of $89.85 In February Ms. [redacted] called in and stated she would call the next day to update her credit card information. The next call received was on June 6th, 2016, when Ms. [redacted] called regarding her account. At that time she was advised that she had past due installments totaling $187.70. Ms. [redacted] refused to pay this balance because she claimed the hospital has not updated her credit card. At that time she was reminded that she was to call and update her credit card in February but had not. The wellness plan was set to not renew at that time, not cancelled as there was a balance. After several unsuccessful attempt to contact the client and collect the past due balance, the account was closed to collections. These balances are owed and can be paid by calling 888 488 4070."
This is a valid debt and the balance will stand.

Complaint: [redacted]I am rejecting this response because:
It is interesting that now there is no way to accept Care Credit.  The services rendered were not emergency services (It was my dogs first well care visit).  My dog initially had a first round of vaccinations from another provider and when I went to Banfield, I was told that the vaccinations expired and he had to start over (Unfortunately, that should have been my first inclination to stay away). Then I was given the spiel about your "wellness plan" because my puppy is going to need all of these different vaccinations and tests in his first year and how I could use Care Credit to get started. Then when I called to confirm my dog's neuter appointment, I'm told there are extra charges in addition to the castration services for my pet when I was initially told that the plan covers the services.  I never received the rabies tag, that I was told that I would receive. And then to go to another local vet and find that your prices are almost 33% more than the vet.  And you have the nerve to tell me that your company just cares so much for me to pay a high interest rate using Care Credit?  Really? Whatever.  I'm also aware of the interest rate for Care Credit (as well of their special promotions) and I am aware of what I was doing.  It's also the condescending tone demonstrated by the staff that confirms that I just made the wrong choice in choosing to use this company. 
I regret signing up for this "Plan" and will make sure that my family and friends will not have to experience your plan nor your company.
Please email me or mail an invoice (Read I want something in writing) for what is due to put an end to this awful experience.
Sincerely,[redacted]

When Mr. [redacted] contacted our team on March 9th with the request to cancel the plan for financial reasons her was reminded of the terms of the agreement. Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordable. 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.
In this case, [redacted] received services and discounts with a retail value totaling $732.22. Mr. [redacted] has paid $343.60 (8 payments @ $42.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $171.80, the remaining payments.   According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan.

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, Banfield is entitled to a $20.00 NSF fee for payments not processed due to client’s insufficient funds. It also states that if a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until the 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 via a third-party collection agency. Banfield is entitled to collection costs if member fails to make payments.
[redacted] was enrolled on an OWP on December 24, 2015. Ms. [redacted] elected to pay for the plan monthly. We have provided a copy of the signed agreement.
Ms. [redacted] stopped making payments on the OWP after January 26, 2016. The OWP was automatically cancelled on July 10, 2016, more than 120 days after the last payment was made.
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.

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. In this case, [redacted] received services and discounts...

with a retail value totaling $859.37. Ms. [redacted] has paid $279.60 (8 payments @ $34.95) towards the services received. The annual cost for [redacted] plan is $419.40. [redacted] received services and discounts with a retail value totaling $604.14. Ms. [redacted] has paid $207.60 (8 payments @ $25.95) towards the services received. The annual cost for [redacted] plan is $311.40. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. Copies of these signed agreements have been supplied for reference. We have detailed records on file of conversations that took place with Ms. [redacted] regarding her plans on March 23, 2012 regarding the plan balance and the cost owed to cancel. Payments ceased to successfully draft as of April 5, 2012. Additional calls and letters were placed to Ms. [redacted] regarding the missed payments between June and September, 2012. Another conversation was documented between Ms. [redacted] and the Client Financial Services team on September 4, 2012 at which point she was advised of a past-due balance of $243.60. She indicated at that time that she would make a payment as soon as possible. The Optimum Wellness Plans were then cancelled to collections as of September 20, 2012 after six months of non-payment; the total collections balance equaling $286.23 as of May 4, 2015. 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.