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. 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. 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 $259.55. Ms. [redacted] has paid $179.88 (4 payments @ $44.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $79.72. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. We understand that Ms. [redacted] was able to speak with the Wellness Plan Relations team regarding her plan as of July 6, 2015. At that time, the balance was discussed and her plan was set for non-renewal. The remaining balance can either be paid off all at once, or Ms. [redacted] can allow the next payment to draft as normal and pay the remaining balance prior to the August 19th draft date. After the next payment is drafted on July 19, 2015, Ms. [redacted]’s owed balance will be $34.95.

Complaint: [redacted]I am rejecting this response because:i did not set the plan up and it was canceled in person at the store after having to go to another vet for services because banfield is not equipped for emergencies no where in the pamphlet given to me did it ever say we needed to pay for services never recieved 
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. We apologize for any difficulties the client has...

experienced trying to get in contact with us. We would like to take this opportunity to explain the charges and remaining balance due for the cancellation of the Wellness Plan. The Wellness Plan is a yearly plan in which 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. In this case, Asher received services and discounts with a retail value totaling $589.96, whereas the total cost of the plan for the year is $371.40. Ms. [redacted] has paid $247.60 (8 payments @ $30.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $123.80 which is the total of the remaining 4 payments left on the plan. According to the agreement signed by Ms. [redacted], the remaining payments would be due to finish the Wellness Plan since the cost of the services provided exceed the cost of the plan. The 4 previous charges were part of the monthly installments due to cancel and therefore are not refundable. As a client service gesture, Banfield will offer to waive 2 of the 4 remaining payments left to cancel the plan. The Wellness Plan has already been set to not renew per the client’s request and will cancel automatically once the remaining installments are collected.

Complaint: [redacted]
I am rejecting this response because: Per the Consumer Finance Protection Bureau, Federal law provides certain protections for recurring automatic payments. Clients have the right to stop a company from taking automatic payments from their bank account, even if they previously allowed the payments.I know what I originally signed, but I also have the right to revoke authorization and I did so through the proper steps. It may not be your normal protocol but the law is the law. Please refund the $58.90 you incorrectly debited from my account on 7-12-2017 and send me a paper bill for the remainder of what I owe. Reference: https://www.consumerfinance.gov/about-us/blog/you-have-protect...⇄ /> 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. It is true the clients can initially pay for Optimum...

Wellness Plans with Care Credit when they enroll for the very first time. However, this should only be in cases where the pet is already in for emergency services and the client had to apply for care credit to pay for the invoice. The hospital may add the Optimum Wellness Plan membership fee, first months payment OR annual cost to the already existing invoice. This is the only time Optimum Wellness Plan costs can be paid with Care Credit. Hospitals should never allow clients to pay monthly installments with care credit after the initial enrollment. Care Credit is not actually a credit card (like Visa, MCD, AmEx), so we do not have the ability to “run” the card in the system. All Care Credit transactions are processed online, through the Care Credit website. Services are already financed through our Wellness Plans, with no interest rate. Care Credit charges a very high interest rate and we do not want clients to be charged interest for our plans. This is our final answer on 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.
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. In this case, [redacted] received services and discounts with a retail value totaling $499.30. Ms. [redacted] has paid $34.95 (1 payments) towards the services received. When Ms. [redacted] called to cancel her plan, three payments were waived as a client service gesture (for a total of $104.85). The amount owed to cancel the Optimum Wellness Plan is $299.60. This balance is comprised of a full comprehensive exam, a dental cleaning including anesthesia, a fecal test, heart worm test, and other services performed. A copy of the signed treatment plan from the dental cleaning has been included for reference, as has the signed Optimum Wellness Plan agreement. 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.

Complaint: [redacted]I am rejecting this response because:  Perhaps you have a wrong number for me as I have no calls or messages on my cell phone.  I have tried to call Chris to see if he can provide me with Aldo's number since his number was not included in this message.  My cell is [redacted] or I am more than happy to call Aldo if you can let me know his number. Sincerely,[redacted]

Thank you for providing Ms. [redacted]’ reply. For clarification, the retail balance mentioned in our previous response ($485.25) was in reference to the cost of services rendered to Ms. [redacted] before the discount afforded by the Wellness Plan. The total yearly cost of Ms. [redacted]’ plan is $419.40, which is equal to twelve payments at $34.95 each. Because Ms. [redacted] is on the Wellness Plan, is only obligated to pay the total cost of the plan, per the previously supplied signed agreement, as opposed to the retail value of services rendered. The services rendered were done so with Ms. [redacted]’ authorization. Additional payments have been processed since our previous communication with Ms. [redacted] through the Revdex.com. Currently, a balance of $174.75 (or five payments at $34.95) is currently owed towards [redacted] Optimum Wellness Plan. Per Ms. [redacted]’ request, processed on August 25, 2015, [redacted] plan will automatically end as of April 24, 2016. 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. We will not be waiving payments or reducing the balance owed as all services were rendered properly according to the signed agreement.

Complaint: [redacted]I am rejecting this response because: we haven't received ANY information from the animal hospital directly. There has been zero communication from this company to us besides this response to the Revdex.com. 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.  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.  These medical concerns would be best addressed directly with the attending Veterinarian.  We are aware that Ms. [redacted] was in communications with the hospital leadership on April 14th who discussed her concerns and offered a partial refund for medications. The Wellness Plan was set to not renew as well.
As was discussed with Ms. [redacted] by hospital leadership and by the home office there is a cost to cancel the plan at this time as the retail value of services and discounts received from the plan have far exceeded the monies paid into the plan.

Complaint: [redacted]
I am rejecting this response because: This matter is far from over and though the Medical Director did call me and expressed her concerns I do believe that the lack of medical attention was far below expectations coming from a national company that so calls themselves a pet hospital.  The credit that was given to me was not a service gesture but a credit that does not even merit the life of our wonderful little innocent Yorkie that had life ahead of her. I truly believe from the bottom of my heart that this facility did not do their due diligence in giving my pet the  medical care she needed in order for her to live.   The concern here is that the facility only racked up the expenses in the form of diagnosis x-rays and labs which is the bottom line of that institution.   Any medical veterinarian hospital would of supported my pet and given her attention and care.   I don’t know how much more I can stress this but at the end of the day my loving [redacted] is gone and I will never have another one like her.  I had to go to your Hospital on Saturday evening to receive my refund to find the lack of empathy from your staff all over again.   “Not even a sorry for your loss”. It was like I was intruding or imposing upon Banfield Pet Hospital and your staff.

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. Please let each plan renew. 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 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 that 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.
When Mr. [redacted] called in February 2016 to cancel the plan he was informed that as [redacted] had received services and discounts with a retail value totaling more than the monies paid toward the plan. Although Mr. [redacted] was not happy with this discussion he was aware that the payments would continue through the April payment on April 12th.
These were valid payments and at no time was Mr. [redacted] informed that they would be waived or refunded.
We must decline this request.

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. Our Hospital Leader contacted Ms. [redacted] on 10/11/16 in...

an attempt to resolve this concern but Ms. [redacted] ended the conversation before a resolution could be agreed upon. It was then escalated to the Field Leadership who have attempted several times to contact Ms. [redacted] and have left her messages in an attempt to resolve this. We are awaiting Ms. [redacted]’s response to Field Leadership.

We would like to thank Ms. [redacted] for sharing her concerns with us again via the Revdex.com. Ms. [redacted] first informed us of her concerns on April 19th. As this matter involves the medical care provided to [redacted], Ms. [redacted] and Ms. [redacted] pet, we ask that Ms. [redacted] return the messages left for her by the...

local hospital leadership and Chief of Staff. They have called, leaving messages, requesting a return call to discuss these concerns. Until that conversation occurs we are unable to make any alterations to, or cancel the plan.

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, at this time.

Complaint: [redacted]
I am rejecting this response because: again, no resolution has been offered. I have received phone calls from different companies regarding complaints I have filed. They were all asking a lot of questions about my personal information,which of course I have no desire to answer. [redacted] had a lot of debt accounts. If you look closely, you will see that her address is different from mine. I have tracked her down. [redacted] resides at [redacted] and I reside at [redacted] 2 different women, 2 different addresses.And as it turns out 2 different nationalities: She is Korean and I am from Europe. The companies that are calling me begin their conversations by "verifying my information" and I think only a delusional person will think that I will disclose any more of my personal information to anybody at this point. No worries, [redacted] agreed to take my case. I will be seeing you and this [redacted] in court real soon.

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 any opportunity to address all client complaints and will be communicating directly...

with Ms. [redacted]regarding her concerns.  As the hospital and field leaders have been asked to review this matter and reach out to her, we would ask that Ms. [redacted] allow them 3-5 business days to do so.

Although Mr. [redacted] did enroll on a plan and received several services at no cost as they were covered by the plan we did remove the account from collections as the ownership of the pet is not clear. The hospital did attempt to contact Mr. [redacted] when he first contacted us with his concerns.
 
Again we have removed this account from collections and indicated it was an invalid account so it will not be reflected on the credit report.

By way of introduction, I am general counsel with KnightBarry Title, Inc. (Knight Barry) and our CEO, [redacted], asked me to respondto this complaint.As you may know, Knight Barry is a real estate title insuranceand settlement company primarily operating in the State of Wisconsin (see...

moreinformation about our company here: https://www.knightbarry.com/).Mr. [redacted]’s complaint arises out of our services as a settlement company. On July 1, 2015 Mr. [redacted] purchased a home located at [redacted]. The seller of the home, [redacted], asPersonal Representative of the Estate of [redacted], eitherdirectly or through her real estate agent, hired Knight Barry to preparecertain seller closing documents for the sale, including the seller sideclosing statement. Knight Barry prepared the seller side closing statement inaccordance with the real estate contract by and between Mr. [redacted], asbuyer, and [redacted], as Personal Representative of the Estate of [redacted], as seller. Regarding prorations for water and sewer servicingthe property, the contract states the following “CLOSING PRORATIONS: Thefollowing items, if applicable, shall be prorated at closing, basedupon date of closing values: real estate taxes, rents, prepaidinsurance (if assumed), private and municipal charges, property owner’sassociation assessments, fuel and _________.” Thusthe contract provides that the prorations will be made based upon the numbers availableat the date of closing. At the time of the July 1st closing Knight Barrydidn’t have the 2nd quarter (April 1 - June 30, 2015) water/sewerbill for the property as the municipality hadn’t yet issued the invoice. Sowhen preparing the closing statement and calculating the water/sewer proration,Knight Barry used the best information available, being the 1stquarter (January 1 - March 31, 2015) water/sewer invoice in the amount of$194.98. Attached is a copy of the Closing Statement signed by Mr. [redacted]agreeing to the Buyer Credit of $199.54 for the 2nd quarter invoicebased upon the 1st quarter invoice (see the bottom of the ClosingStatement stating “Water/Sewer prorations based upon $194.98/90*92”). Also see Page2 of the Closing Statement under which Mr. [redacted] agreed to “… verify theexact amounts due for the payoff and prorations amounts included on thisclosing statement and, if needed, shall resolve any inaccuracies or omissionsin such payoff and proration amounts post-closing.”What this means is that Knight Barry did what the partiesasked us to do. We were asked to prepare closing statements for the seller,which we did, and we were asked to prorate the water/sewer invoice based on thebest information available at the time, which we did. If Mr. [redacted] believesthat moneys are due to him because of an inaccuracy in the proration amount,then this is something he should resolve with the seller post-closing. Please let me know if Mr. [redacted] has further questions orconcerns after receiving this response. Mr. [redacted] is welcome to contact medirectly.