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. In reviewing this matter, we do not have on record...

that Mr. [redacted] contacted the Wellness Plan Relations team regarding the requested cancellation of his plan until September 21, 2015. At that time, his plan was set for non-renewal due to services having been rendered from the plan since its February 18, 2015 renewal. Our agreements do indicate that our plans automatically renew, and clients are required to initial their understanding of this clause when instigating plans. However, we have determined that since the renewal, Mr. [redacted] had not authorized the services from the Optimum Wellness Plan to be used. We believe that this occurred due to miscommunication between Mr. [redacted] and his local Banfield Pet Hospital upon providing authorization of care for [redacted] to the Keystone Rescue. This has been verified and now that this error is known, we will do what we can to rectify this as soon as possible. Mr. [redacted]’s plan will be cancelled immediately and all payments made since the February 18, 2015 renewal will be refunded to the card on file (ending in [redacted]). This is refund will be in the amount of $295.50, or ten payments of $25.95 each. This process can take up to three business days depending on bank processing. We sincerely apologize for the frustration Mr. [redacted] has experienced in this situation.

Complaint: [redacted]I am rejecting this response because: I have removed any access from Banfield from my credit card as we are working to resolve this issue through this channel.  Since I was charged for a heartworm pill ten days after the pet was deceased I expect my October 19th payment to be deducted from the total. I was overcharged excessively for the euthanasia procedure. I contacted my original vet that would have charged $116.00 and [redacted] that would have charged $160.00 and I was billed over $180.00 under the fraudulent misconception that I was receiving a discount. I would willing to settle with them for $95.00.  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 review his concern and address it with our hospital teams. They...

hospital teams are correct that the plans offer a discount to the fees associate with the care provided by the wellness plans.
Optimum Wellness Plans are designed to provide annual preventive care. They include head-to-tail exams, vaccines, early screening diagnostics, consultations for proper nutrition, dental care and more! Because pets need ongoing preventive care, wellness plans automatically renew at the end of each twelve month period (unless paid in full at enrollment). Optimum Wellness Plans are not insurance. Instead they are affordable packages of recommended preventive care that can save you money and deliver care to your pet in these key areas: twice-a-year comprehensive exams, dental, behavior consultations, parasite control, nutrition and vaccinations.
Beyond preventive care basics, each plan offers unlimited office visits and other services to monitor, maintain and improve your pet’s health. The services provided under the plan are discounted 50-60% and then the total package fee is spread across 12 equal payments.
Additionally the plan provide discounts for services not provided under the plan. Discounts range from 5% to 20% off depending on the plan level selected and office visits are always no additional charge. Discounts apply to nearly all non-wellness plan Banfield services and products. Exceptions include therapeutic diets and PetSmart services or merchandise.

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...

beloved pet, [redacted]. Our thoughts are with you during this difficult time. Please accept our deepest condolences. 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. We have since reviewed the services that had been provided from this current OWP. As a client service gesture Banfield will be waiving the current balance and cancelling the plan at no further cost, however we will not be able to honor the request of a full 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. We understand that Ms. [redacted] has been a client of...

Banfield Pet Hospital for over five and a half years. In light of this, and in light of her concerns regarding her recent hospital visit, we have refunded the payment drafted on September 26 in the amount of $42.95 as a client service gesture. Ms. [redacted] should see this refund reflected in the account on file with in three to five business days to allow for bank processing.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. While I still do not agree that I owe money for a dog I have not owned in four years. As was under the impression this contract was cancelled in JANUARY OF 2016, I was unaware that the current owner was able to have services done under what was supposedly a non-existent wellness plan.  I have also done enough research to know that Banfield is relentless in their collections process and do not want my credit ruined as many others have complained about.  With that being said, I will send them the $134 they are insisting is due and While I do not currently own a pet, I can say with absolute conviction that I will NEVER use Banfield Hospital again and will not hesitate to let everyone I know what my experience has been. I would not recommend Banfield to anyone.

As Ms. [redacted] was listed as a co-owner/authorizer, signed the agreement and was listed as the payer on the plan we will be seeking the monies owed from Ms. [redacted]. The debt will be removed from Mr. [redacted]’s credit report as an ‘invalid account’.

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]

Due to the extremely short deadline within which a resolution needs to be reached we have asked the local hospital and field leadership to review this and address the concerns as soon as possible.

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 about the loss of the client’s...

pet [redacted] and would like to offer our condolences during this time. We understand this may a hard time for the client to deal with any questions or concerns they may have about the pet’s health. Any medical concerns would be best addressed with the attending medical staff at the Banfield hospital as they would be best able to answer and address any medical concerns.
As a client service gesture, Banfield pet hospital will offer to cancel the plan for [redacted] at no cost and waive any remaining payments. This would be effective immediately and the client will have no further payments drafted for [redacted]’s 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. 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 these concerns to the appropriate staff and leadership at the hospital who have been working with the client to resolve this issue. We have involved the local Field Leaders as well as hospital leaders in this matter and expect them to continue to work with Ms. [redacted] on this matter.

Complaint: [redacted]I am rejecting this response because:Contract Total of $336.87 includes the membership fee of $39.95 (which according to contract is refundable if cancelled within 4 business days which it was). It also includes $39.95 for office visit which I had coupon for (see attached). Leaving a total due of $256.97 of which $88.20 was paid at signing of contract along with 5 monthly payments of 32.95 in addition to the stop payment fee to stop them for charging my account. They repeated charged y bank card even though they told me they had cancelled the contract and they continued even though the card was expired. In addition, they knowingly submitted the full amount to my credit report even though they acknowledge receiving payments. This company is screwed up on so many levels - proof is to simply google Banfield complaints!  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 partially satisfactory to me. [redacted] paid for the plan as per the name on the credit card and he called before Oct 2015 to request the plan be terminated but it wasrefused since [redacted] was the plan's creator. Thee is no reason to get [redacted]'s approval for a refund , it was [redacted]'s dog and credit card paying for [redacted], his dog..[redacted]'s dog is [redacted] and she paid for her own plan with her own method of payment.  So why is she being charged and has a collection after her if Banfield themselves state here in their response that they stopped [redacted]'s plan in Feb 2016?? 
I thank Banfield for my refund from Oct 2015 to feb 29, 2016. But please either check your records because even my mother [redacted] called on this and tried to cancel it before Oct 2015 because [redacted] no longer had the dog or please call me or my mother [redacted] at [redacted]. thank you.
I would like to know the last date that [redacted] was at your place for service also.
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 have no record that Mr. [redacted]...

contacted either the [redacted] hospital, or the Wellness Plan Relations team to request the cancellation of his plan. Due to the lack of a documented request, the plan rolled over, per the contract, because of the other available Banfield Pet Hospitals in Mr. [redacted]’s immediate area. Upon Mr. [redacted] contacting the Wellness Plan Relations team on January 26, 2016, his plan was cancelled immediately per his request. We apologize for the difficulties that Mr. [redacted] had in reaching the department supervisors of the Wellness Plan Relations team. As no services were used on Mr. [redacted]’s Optimum Wellness Plan since the March 22, 2015 renewal date, we have approved a refund of the eight processed payments made between that time and the plan’s cancellation, which equals to $215.60, or 8 payments @ $26.95 each. However, as we have no current payment information on file, we have requested the Client Financial Services team to reach out to Mr. [redacted] to get the updated information and process the refund. Mr. [redacted] should expect follow up from that team shortly.

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 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 (see enclosed agreement). 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.
Ms. [redacted]’s plan for [redacted] auto-renewed, per the authorized agreement, on October 24, 2014. Ms. [redacted] presented [redacted] for preventive care and services under the plan agreement on November 1st and November 15th, 2015. The monthly payments for October and November were withdrawn without issue however the payment on December 26, 2014 was denied due to an invalid card number.
12 communication attempts were made over the next 5 month (phone, email and/or letter) however we failed her here form Ms. [redacted] regarding her account. On April 26, 2015, after more than 120 days without payment the plan was cancelled and the balanced owed was sent to a third party collections agency, per the terms of the OWP.
Ms. [redacted] paid the balance in full on May 10, 2016. Any corrections or changes to Ms. [redacted]‘s credit report would be reflected 30 to 60 days after the correction or change is reported.  We encourage Ms. [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-0516.

Complaint: [redacted]I am rejecting this response because:
I have called the corporate office several times and no one has ever returned my call.  I also left a message on the voicemail as I was instructed to for a manager to call me back.  They have never called me back.  I have cancelled my membership and allowed you to rip me off however, this is not just about me.  Their is an enormous amount of consumers all over this country with the same feelings and same experience.  Before this will be considered resolved, your prices will change to reasonable vet prices.  You will discontinue your wellness plans and reimburse all of the clients you have manipulated.  And you publicly apologize for the scam.  I am in contact with 20/20, an investigative local news channel here in [redacted] and I am coordinating with groups that are as passionate as I am about this to assemble in protest at the [redacted] location.  My problem is small, but what's happening with the countless others is huge and it will no longer be tolerated.  This is only going to get bigger until you act accordingly.  
   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.
The Optimum Wellness Plan for [redacted], renewed...

per the signed agreement on May 4th 2016. All services provided to [redacted] after May 4th 2016 have been applied to the current plan year.
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).
In this case, [redacted] received services and discounts with a retail value totaling $558.71. Mr. [redacted] has paid $42.95 towards the services received. The amount owed to cancel the Optimum Wellness Plan is $472.45. If he wishes to cancel the Optimum Wellness Plan please contact Wellness Plan Relations at 888-649-2716.
Please see the attached Optimum Wellness Plan Agreement and the detailed invoice from May 21st 2016.

We are truly sorry to hear of [redacted] loss. It is never easy to loss a beloved companion and our hearts go out to Ms. [redacted] and her family. We just spoke with the hospital team and it appears that they have already taken care of Ms. [redacted] plan, and it has been cancelled at no cost.
We...

apologize for any frustrations our extended wait times caused in this matter.

Complaint: [redacted]I am rejecting this response because:
Apparently the business did not understand that the issue is with how the supposed "savings" by getting onto the plan were not actually savings and I would have been better off had I just gone with a traditional vet in the first place.  At this point if my last two months could be released and I not be expected to pay, I would be satisfied.  The savings were a complete lie and the plan is a total fraud.  
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
From his very first visit, [redacted] had abnormal lab results from his bloodwork. This information was never shared or brought to my attention. The red flags on his exams were given a proper investigation. In the medical summary reports, which were not provided to me or gone over whIle my dog was still alive, indicated that further testing was necessary to rule out serious conditions. This information was never shared, provided, and undoubtedly never taken serious. Well, my dog had cancer. It would have been great to have been dealing with professionals during my stay with banfield. Why run ANY tests if the results aren't going to be gone over? Why should I pay for any tests when the results were withheld, containing pertinent information to my sick dogs health? The regional manager I have been speaking with has been very professional and courteous. It's crystal clear that he's been instructed to buy time while my monthly withdraws continue to take place. His cheif of staff told him she would not have looked into abnormalities, or have shared that information with a client. You seem to be missing my issue here, so allow me to simplify my complaint. My dog was never provided proper care, and red flags were neglected while under the care of your vets and witheld from me, as your client. My dog died of cancer at 2 years old without a chance of prolonging any quality of life because you don't have systems in place to inform clients of their pet's health appropriately, and I've seen no signs of any seriousness applied to the fact that red flags on bloodwork went ignored, as we're the indicators that further testing be done. Given the nature of my experience, it is absurd that I'm asked to pay for services that were subpar and even more absurd that I'm asked to continue to pay for them. My complaint filed will remain unresolved, as no resolution, or effort to obtain resolution has been met. 
 
Sincerely,[redacted]