Banfield Pet Hospital

When Ms. [redacted] initially contacted us on 6/25 asked to have the payment reschedule, which was done and the withdrawal date was verified, and then wanted to discuss cancellations. She was offered both to be transferred to the cancellation team and, after she declined, she was offered their direct number, which was also declined.
When we spoke with Ms. [redacted] again on 7/5 she was given account information regarding early cancellation and the amount owed on services already provided under the account. Due to the amount of services provided, per the terms of the agreement, Ms. [redacted] owed 323.55 to cancel the plan early. she was given the option to pay remaining balance that day or continue monthly installments until paid.
All calls have been reviewed and were handled appropriately. We are sorry we have been unable to address and resolve this matter to Ms. [redacted]' satisfaction.

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 will allow Banfield to draw 4 more payments from my account to satisfy their offer of $167.97 to clear my account. It is my understanding that this will continue to be done in 3 monthly payments of $39.99 which would make the final payment $48.00 on the fourth month. These payments will be taken on the 19th of each month as previously determined. If this is not correct information, please contact me with the correct payment amounts but until I hear different, the above mentioned payments will be the only allowed payments and the only payments I agree to allow Banfield to withdraw each month to not exceed the total of $167.97. Thank you.
Sincerely,
[redacted]

Thank you for providing Mr. [redacted]’s response. Our records indicate that the Optimum Wellness Plan Agreement is only under the name of Ms. [redacted]; while Mr. [redacted] may be an authorized user on the account, all contact information is under that of Ms. [redacted]. We understand that this matter is being looked into and addressed by the leadership over the [redacted] hospital. 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. The investigation regarding the medical care is ongoing, and we recommend that Mr. [redacted] reach out directly to the hospital leadership for further assistance and resolution.

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 regards to the Optimum Wellness Plans (OWP), these...

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, which 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). In this case, Ms. [redacted] requested her OWP be cancelled prior to any services being used. According to the OWP contract, Banfield is entitled to retain the monthly installments paid thus far. In an effort to resolve this matter, we will be refunding the 4 months of Wellness Plan payments that were drafted during this plan year.

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 acknowledge that there may be a long wait time at times to...

reach a representative and that [redacted] has called many times. In regards to the Optimum Wellness Plans (OWP), these 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, which 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). In this case, [redacted] received services and discounts with a retail value totally $1,307.98. [redacted] has paid $264.75 (5 payments @ $52.95). The remaining payments on the plan are $370.65 (7 payments @ $52.95). According to the agreement signed by [redacted], he is responsible for fulfilling his obligation under the Wellness Plan. At this time the Wellness Plan has been set to not renew. The balance can either be paid all at once and the plan cancelled immediately or the 7 remaining Wellness Plan payments can draft as due on the 26th of each month and the plan would then cancel. In an effort to facilitate the cancelling of this plan, [redacted] can contact the Client Advocate Team (877) 500 2288 Monday through Friday 8am to 5pm to pay the remaining balance.

I apologize if Ms. [redacted] had difficulties in contacting our call center. I see in the notes on their account that they spoke with her on 6/9/2017 and were notified that she would have her husband contact us. Our contact center team reached out again on 6/27/2017 and were told that it was a bad time and to call back later.On 7/3/2017 we received an email from the [redacted] requesting that we cancel their Wellness Plan. Per the terms of the agreement their OWP was set to not renew at the end of the contract and they were notified of their options to cancel the OWP. We received an email in response stating that they will not be paying anything. We also received a second response that day saying that they would not pay and would file a complaint with the Revdex.com.In this case, [redacted] received services and discounts with a retail value totaling $1342.35. Mr. [redacted] has paid $340.50 (2 payments @ $41.95 and 4 payments @64.15) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $404.90. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. A copy of the signed Optimum Wellness Plan Agreement (which includes the Terms and Conditions for cancelation and rehomed pets),has been attached to this response for reference.If Mr. or Ms. [redacted] is interested in paying off the remaining balance and cancelling their OWP they can contact our Wellness Plan Relations Team at 1-888-649-2716.

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 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 about the loss of your family’s...

pet, [redacted]. Our thoughts are with you during this difficult time. Please accept our deepest condolences.
We have been made aware that the local leadership from the hospital has reached out to our client and will be assisting with the Wellness 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.  The company could avoid the embarrassment by doing business in a more professional manner in the future! Thank you!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. Thank you for your help, but this shouldn't have came to this.  They should have resolved this without forcing me to make a complaint.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. Losing a companion such as [redacted] can be devastating and...

our hearts go out to Ms. [redacted]. We were are deeply saddened to hear of [redacted]’s passing and offer our condolences. We have elevated Ms. [redacted]’s prior complaint as we believe that she should have been contacted and her concerns heard and resolved prior to now. She should hear from someone in hospital/field leadership within 3-5 days. In regards to the Optimum Wellness Plans (OWP), these 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, which 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). In this case [redacted] received services and discounts with a retail value totally $907.58. Ms. [redacted] had paid $389.50 (10 payments @ $38.95, including the August and September 2016 payments). The remaining payments (October and November 2016) on the plan are $77.90 (2 payments @ $38.95). According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Wellness Plan. In an effort to resolve this complaint, we are willing to waive the balance of the wellness plan and cancel it at no cost. We cannot however offer the requested reimbursement for August and September’s payments at this time. We have requested that the hospital/field leader review this request prior to contacting Ms. [redacted].

Thank you for forwarding a copy of the complaint from our client Ms. [redacted].  [redacted] was presented in March 2015 for seizures and breathing difficulties. Due to her age, quality of life and severe heart murmur a humane euthanasia was authorized by Ms. [redacted]. We know the loss of a beloved...

companion is extremely difficult and the team made every effort to limit the emotional stress during the procedure.
When [redacted] was euthanized in MARCH 2015 there was a balance owed on the plan for services already rendered. Ms. [redacted] knowingly continued payments, per the terms of the agreement. In July she was contacted by the hospital team regarding her request, at that time to cancel the plan. A message was left requesting a return call to discuss as the plan was still active and a balance was still owed. Ms. [redacted] failed to return the call.
In NOVEMBER 2015 Ms. [redacted] contacted the corporate office and requested the plan be cancelled. As a services gesture the final 3 payments were waived and the plan was cancelled at no additional costs.
In total Ms. [redacted] paid $395.60 into the plan for [redacted] towards the $580.98 in services and discounts received.
No reimbursements will be granted as the balance owed/paid was valid.

Complaint: [redacted]I am rejecting this response because: I...

spoke with their Branch Manager Samantha and she didn't even apologize for the Vet's "THREATENING" actions again me. They have discriminated me and Samantha informed me that their Regional Office recommended I not use any Banfield's and cancel my membership. I requested a full refund for all of my membership dues for the Threatening actions against me by the Vet as well as the Discrimination and Retaliation against me for making a complaint. I am following up with the HQ and I would like for someone at their HQ to contact me in regards to obtaining a full refund of my entire Wellness Plan. 
I have been discriminated against and because I made a complaint I am now being Retaliated against by not only the St.Paul Banfiled but also the Vet as well. It is unlawful how I have been treated and no one has even apologized for their actions. I will be taking further action if I do not receive my FULL refund of my Wellness Plan since I started with Banfield. Sincerely,[redacted]

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.
The following terms of Banfield’s OWPs are relevant to Mr. [redacted]’s complaint:
• OWPs auto-renew on an annual basis.
• A client can cancel an OWP at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the OWP less the amount of monthly payments made or (2) remaining monthly payments due under the term of the OWP.
• 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. Banfield is entitled to collection costs if member fails to make payment.
Mr. [redacted] enrolled his dog, [redacted], on a puppy plan OWP in August 2013. The plan automatically renewed, per the terms of the agreement, August 2014. In December 2014 Mr. [redacted] upgraded his plan level and enrolled [redacted] on an Active Prevention level. Mr. [redacted] elected to pay for this OWP monthly. The Active Prevention Plan renewed, per the agreement, in December 1015 and again in December 2016. After renewal and through March 2017 Mr. [redacted] made 4 monthly payments (totaling $131.80) to Banfield for the OWP and [redacted] used hospital services and received discounts under the OWP with the retail value of $423.63.
Mr. [redacted] stopped making payments on the OWP after March 19, 2017. The OWP was automatically cancelled on August 19, 2017, more than 120 days after the last payment was made. Pursuant to the terms of the OWP, Banfield is entitled the remaining payments of $263.60.

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 an OWP applies only to the pet listed on the agreement at time of enrollment and is not transferable to any other pet or owner. 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. The OWP was started on January 30th, 2017. Tiger had one visit and a total of $420.45 in services and discounts were used. Ms. [redacted] paid $57.90 in monthly installments. There is a remaining balance of $347.40 for the remaining monthly installments. OWP agreements are signed contracts that obligate the signer to fulfill their part of their contract. In this case, Ms. [redacted] is responsible for fulfilling her obligation for this plan. The balance can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing 10 payments to draft as due on the 26th of each month.

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 regards to the Optimum Wellness Plans (OWP), these...

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, which 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).
In this case [redacted] has received services and discounts totaling $525.50 and discounts and Ms. [redacted] has paid nothing. [redacted] has received services and discounts totaling $455.65 and Ms. [redacted] has paid nothing. [redacted] has received services and discounts totaling $622.21 and Ms. [redacted] has paid $51.90 (2 payments @ $25.95). [redacted] has received services and discounts totaling $628.26 and Ms. [redacted] has paid $226.20 (6 payments @ $37.70).
Ms. [redacted] brought [redacted], [redacted] and [redacted] to Banfield on 2/12/16 where all three received services. We are sorry for the experience Ms. [redacted] and her pets had at Banfield Pet Hospital as well as any distress her pets may have suffered. This is not the way we want our client or pets to be treated.
OWP agreements are signed contracts that obligate the signer to fulfill their part of their contract. In this case, we only have a signature on [redacted]’s and [redacted]’s plans. Ms. [redacted] is responsible for fulfilling her obligation for these two plans. [redacted] has a remaining balance of $259.50 and [redacted] has a remaining balance of $226.20. This can be paid all at once by calling our Wellness Plan Relations Team at [redacted] or allowed to draft, as usual, on the 12th of each month. These plans have been set to not renew.
Since the plans for [redacted] and [redacted] have not been signed, these will be cancelled at no cost to Ms. [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 attending Veterinarian. We have passed on Ms. [redacted]’s concerns to the Eagan, MN 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 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. Those concerns would be best addressed directly with the attending medical team at your local hospital. We have passed on your concerns to the hospital and have directed them to contact you directly within 3-5 business day regarding this matter.
If regards to the Optimum Wellness Plan (OWP) - 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, 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 as [redacted] has received services and discounts in the amount of $677.61 and has paid $155.80 towards those services, the amount owed to cancel the plan at this time is $311.60, the remaining payments.

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. We are sorry to hear of Mr....

[redacted]’s loss of a beloved companion.
Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordable. 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, [redacted] received services and discounts with a retail value totaling $944.83. Mr [redacted] has paid $279.60(8 payments @ $34.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $139.80, the cost of 4 remaining payments.  
We are, as a onetime client service gesture, prepared to waive $69.90 (2 payments @$34.95) from that balance to make the cost to cancel the wellness plan for [redacted] a total of $69.90. However, per the terms of the agreement no refund is warranted in this matter.
A copy of the signed wellness plan agreement has been provided.

Complaint: [redacted]I am rejecting this response because I do not feel that the explanation I was given by Banfield is acceptable. I will be filing another compliant with Banfield's corporate headquarters.Sincerely,[redacted]