Banfield Pet Hospital

Ms. [redacted];
Please return Mr. S[redacted]'s call at [redacted]

Complaint: [redacted]I am rejecting this response because:
Complaint: [redacted]Banfield/Petsmart knew or should haved known that there was an issue with their PIN pad. I am in the process of obtaining statements from other customers regarding this issue. Banfield was made aware immediately that I am disabled and that the funds they held were the only sums of money I had available with which to pay bills, buy groceries, gas, pay medical co-pays and prescription co-pays yet they held my funds for six days and did NO investigation what so ever, until I involved the Revdex.com and ABC News.  This case warrants punitive damagfes in a civil court of law and I intend to pursue same. I have not received so much as an apology for their conduct, other than what was attached to their response to the Revdex.com.  I thank Revdex.com for their assitance and will pursue further action through legal counsel.

Complaint: [redacted]I am rejecting this response because: I do not recall signing any paper work neither does [redacted] attached emails they are sending me.... As stated in my initial statement I agreed to have the insurance because it would cover my dogs expenses. Less than a week later when I brought my dogs for their exams NOTHING was covered. Because the insurance would not cover my dogs medical expenses I had the front desk person cancel the insurance she agreed having insurance that wouldn't cover my dogs medical needs was pretty useless. I left thinking the problem was resolved. Banfield refused and continues to refuse to cancel my insurance and is threatening collection therefor ruining my perfect credit. 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. 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 appropriate hospital leadership. This has been brought to their attention and they will be communicating directly with the client in regards to their concerns.

Thank you for forwarding a copy of the complaint from [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 this concern to the hospital management at the location who will be following up directly with the client. Unfortunately we cannot discuss this matter directly with Ms. [redacted] as she is not the client of record nor an authorized contact on the file.

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 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.
Mr. [redacted] enrolled the Wellness Plan with us on...

July 13th, 2015. The Wellness Plan that was enrolled was a bundled package or preventative care services designed to include the preventative care recommended on a yearly basis. Under this package the cost is spread into 12 monthly installments over the course of the plan year. Once enrolled, the plan must be cancelled by contacting our Wellness Plan Relations team as our hospitals do not have the ability to cancel the Wellness Plan. The plan can be cancelled at any time but if it is cancelled before the year term has ended then the client may owe a balance for the remaining payments left in the plan year or the cost of services utilized from the plan.
The plan for [redacted] was cancelled December 19th, 2015 due to being more than 120 days past due. Under the terms of the Wellness Plan, any plan that is more than 120 days past due would be cancelled and referred to a third party collections agency. Currently the account for Mr. [redacted] shows a balance of $816.86 that is in collections for the Wellness Plan. In an effort to resolve this issue, Banfield is willing to settle this account for the amount of $252.80. Once this balance is paid then the account would be removed from collections. This balance can be settled by the client by calling our Client Financial Services department at 888-448-4070.

The terms of the wellness plans are discussed at the time of the agreement and a copy of these terms are also provided. This annual (not month to month) plan is a package of services discounted and spread into 12 equal payments. When a large portion of those services are used there may be a fee to cancel. In this case it was a lesser fee to continue the monthly payments in order to pay for services/discounts already provided under then plan.
It is often inappropriate to discuss wellness plan cancellations and balances owed at the time of a euthanasia and as such we advise our team to postpone this discussion for some time (usually a few days) in order to give the pet parent space and time to grieve. Unfortunately, we have no notations of any communication regarding the cancellation of the plan as describe in Mr. [redacted]’s responses.
If Mr. [redacted] can speak with the hospital regarding this conversation they may be able to address this matter. Our client service gesture will stand unless the hospital indicates otherwise.

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 been made aware that leadership for this hospital...

has reached out to our client. We highly encourage our client to continue communicate with them directly regarding this matter.

Complaint: [redacted]I am rejecting this response because:
 
I specifically  asked the customer service rep was I going to be charged she informed me no that I was find give a call when my financial situation was better.. I also was informed that you are able to cancel at any time that was a lie as well. She talked about we cancel we will send you to collections so she suggested other options. I so upset with banfield there is a lot of miscommunication on there in just telling customer anything to make a quit buck don't but me in a financial loop for a quick buck. I have been dealing with customer service for a very long time and this was not the way to handle the situation. I'm not satisfied and I'm in debt do to bad customer service and miscommunication. I called to cancel but she wouldn't give me that option and from the beginning I was informed that this was able to be cancelled. 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. HOWEVER, Banfield's policy of auto renewal without notification is unfair. 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.
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. 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.
The first time Mr. [redacted] contacted our Wellness Plan Relations team on March 2, 2016 he was informed that [redacted] had received services and discounts with a retail value totaling $979.63 and that he had only paid $239.60 (8 payments @ $29.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $119.80. [redacted] received services and discounts with a retail value totaling $1253.65 and Mr. [redacted] has only paid $319.60 (8 payments @ $39.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $159.80.  
According to the agreements 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. Mr. [redacted] may also contact us via phone to cancel the plans and make a one-time payment of the balance owed for services already received.

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 say that it was not explained to me that way at all. I was actually told my plan was not setup to auto renew. I wish this information had been conveyed properly.
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. Mr. [redacted] has 5 pets that are either currently or previously...

on WP. [redacted]’s Wellness Plan did automatically renew and Mr. [redacted] was charged $39.95. This Wellness Plan has been cancelled and the $39.95 was refunded on 8/17/16. [redacted]’s Wellness Plan also automatically renewed. This plan has been cancelled, there was no charge for this plan year. [redacted] is in the first year of her plan that started on 1/3/16. It has been set to not automatically renew and will end on 1/2/17. [redacted] is in the first year of his plan that started on 11/22/15. It has been set to not automatically renew and will end on 11/21/16. [redacted] is in the first year of his plan that started on 11/22/15. It has been set to not automatically renew and will end on 11/21/16.

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. The Wellness Plan that was enrolled by the...

client is a preventative care plan which consists of 12 monthly installments. Per the agreement signed at enrollment, the client agrees to pay this installment plan on a monthly basis in exchange for the preventative care services provided under this plan. Services were provided for the client’s pet [redacted] under this plan and therefore there is a remaining balance due for the remaining 10 payments for the Wellness Plan. Since services were utilized under this plan, we cannot offer to remove this balance. The unpaid balance has been sent to a third party collections agency after being more than 120 days past due according to the plan agreement.                                   ...⇄ 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. In an effort to resolve this, Banfield Pet Hospital is willing to waive half of the remaining balance and settle for the amount of 202.25 to clear this balance. This amount can be paid by the client by contacting our Client Financial Services department at [redacted].

with the exception of the one time I missed a call from Banfield, they have Not attempted to call me since. I have missed no other calls from them or received any messages. Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

With the medical records we have available to us at this time the care and recommendations provided by Banfield were appropriate. We would be happy to review the necropsy results and discuss these in conjunctions with the care provided. Please contact the local hospital so that we may set up a time to discuss this further.

Complaint: [redacted]
I am rejecting this response because: I have spoken with several people in your organization starting with the Veterinarian Dr. R[redacted],  the local PetSmart manager, your local head of the Banfield  Pet Hospital; corporate office and customer service for both PetSmart and Banfield and everyone tell me they will call me back to no avail.   Today at 2:36  I contacted Jennifer your local representative who stated the head Veterinarian would be calling me back today,  it is 8:45PM and still no call.  This is a case of inhumane  treatment of a little Yorkie "[redacted]" that was under  Banfield Pet Hospital medical care for 7 1/2 hours and she was not given water or any medical treatment. Instead we were miss led to believe that  she was fine. If you are not a hospital for pets don't call yourselves that.

Complaint: [redacted]
I am rejecting this response because: Yes, Banfield has reached out to me but only after I put a complaint in about them and yes, they waived the additional cost of my  pet's plan but what about a refund of the plan that I paid for her care that she did  not get.  I am requested a full refund of the money I paid into her plan.  Her care was not seen too and I upgraded her plan on purpose for the additional care that she didn't get by being turned around and them refusing to even look at her.  To me that is  neglect and will not be excepted.  I have been going to Bandfeild for a very long time because I love her vet and she is a very good vet but she wasn't working that day and the people that were working need to be held responsible for their actions and I would like to be refunded her plan since I had to take my cat to a different pet hospital to get the care she should have gotten there.  I paid a lot of money for her plan and going to a different hospital. I will not accept anything else but a full refund of my cat's plan that I paid into this past year.  I just hope if I continue to go there with my other cat that they will treat him with care that he deserves.  Every animal deserves to be treated with respect and care. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:again blatant lies being told.  I was reachable and talked to my husband the entire time he was at the vets office. Lie number one being told.  Lie number two when I spoke with the hospital manager she asked if I wanted the vet to call me explaining the treatment.  I told her I didn't need to talk with the vet. I also told her I filed a complaint and was waiting on the phone call from the corporate offices.  At that time I had already spoke with another vet and was told there was no reason vaccines should have been with held. The other vet also told us that two more visits was excessive.  The price for the visit was more than double what the vet would have charged us.  Lie three we were told that our dog received his vaccinations. It wasn't till the manager I spoke with told us the third visit would have been for vaccinations. We were quoted for vaccines and never once during the visit were we told our dog would not be getting his vaccinations. Bi can continue in and on and on.  Again I am out 200$ for my dog and the second vet we went to to get him treated correctly. Banfield made him 100 times worse. I will not stop till I am refunded.  Corporate can contact me at any time.  I am also close to filing a lawsuit against this company if they can not cooperate and stop lyingSincerely,[redacted]