Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because: why was I not informed of this policy before I signed up for the wellness plan I did not agree to this prior to signing upI was not informed this policy nor do I recall agreeing to this policyI also contacted my financial institution and they have informed me that this is not a service that they provide they do not provide my financial information to any other merchantSincerely, [redacted] - [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.Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 OWPAs indicated in the terms, OWPs auto-renew on an annual basisAlso, 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, Oliver received services and discounts with a retail value totaling $ [redacted] has paid $(payment @ $35.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan was $Due to non-payment for over months [redacted] ’s account has been sent to collectionsIf [redacted] would like to discuss the balance owed, we encourage her to contact our Client Financial Services team at 1-888-448-

Complaint: [redacted] I am rejecting this response because: they never stated that before anything cuz I would of never gotten the insurance for my can't if it was going to cast me to cancel it

Complaint: [redacted] I am rejecting this response because TThe rep informed me that I had to choices cancel card and tooken to collectionsI would I want to be in convenience of taken to collections and have to cancel my card do to your miscommunication of your reps and banfieldWhen I first started the service I was informed that I can cancel at any time now it just money money moneyI see I why you guys have so many complaints about customer service and the service of this companyAt this point I'm so pissed about what going on and I have to go through all of thisI specifically told the rep I'm going through hardship and haven't brought pet in do to this and instead of you guys giving exceptional service you still try to put the blame on the customer no empthany what so everSo you people would rather make me go to collections instead of helping the customer how sorry are youAnd then no one even has the decency to call to handle properlySorry company sorryNo courtesy to call try to make mends still trying to put blame on customerIt's all about money money at the end of the day Sincerely, [redacted] ***

When Ms [redacted] initially contacted us on 6/asked to have the payment reschedule, which was done and the withdrawal date was verified, and then wanted to discuss cancellationsShe 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/she was given account information regarding early cancellation and the amount owed on services already provided under the accountDue to the amount of services provided, per the terms of the agreement, Ms [redacted] owed to cancel the plan earlyshe was given the option to pay remaining balance that day or continue monthly installments until paid All calls have been reviewed and were handled appropriatelyWe are sorry we have been unable to address and resolve this matter to Ms***' satisfaction

Thank you for forwarding a copy of the complaint from Mr*** 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 your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter

Complaint: [redacted] I am rejecting this response because: I received a call in which I was informed that the meds my dog has been given should of worked by now, and only thing they can do is continue to prescribe me the medications that has only been successful in making my dogs condition worse And they can refer me to another doctor act about cost and they informed me they would contact me back by end of the day and no one has contacted me Included is pics of the times in which I took my dog to the vet I would like them to cover the cost to put my puppy to rest so she can no longer suffer Sincerely,

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 PetsWe 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 cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 When [redacted] and [redacted] enrolled their puppy, *** on an OWP they were provided with a copy of the terms and conditions of the OWP agreementAs indicated in the terms if client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts dueHowever, if a monthly payment is past due for days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installmentsAlso, as indicated in the terms Banfield is entitled to a $NSF fee for payments not processed due to client’s insufficient funds When [redacted] was enrolled the August 19th monthly payment was paid in hospitalThe September 19th payment failed and was not paid until October 12th, along with the assessed NSF feeThe October 19th payment was withdrawn from the account on file as agreedUnfortunately the November 19th payment failed and was unable to be withdrawn from the agreed upon accountAdditional attempts to withdraw the November payment were made (11/and 12/5) and also failed On December 12th Banfield contact the account holder [redacted] to discuss the failed paymentShe informed us she would call back to have the payment rerunOn December 18th, we contacted [redacted] and [redacted] again to discuss the accountThey were informed that with the failed November payment and the December payment due on 12/the amount owed on the account was $It was at this time that they expressed a desire to have the plan cancelledThey were educated on the balance owed on the account for services received from the plan 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 [redacted] received services and discounts with a retail value totaling $The Brunets have paid $(payments @ $46.95) and $NSF fee, towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $the remaining payments Banfield attempted to reach [redacted] and/or [redacted] again on 1/to discuss account status and the upcoming 1/payment, but had to leave a messageAs [redacted] stopped making payments on the OWP after October 19, the OWP will automatically cancel days after the last payment was madeThe remaining balance will be sent to a third party collections agency As this is a valid agreement and services and discounts were provided there will be reimbursement or waiving of paymentsAs Banfield upheld our agreement to provide services and have attempted to reach out and discuss the account status with [redacted] and [redacted] the plan balance will stand

Complaint: [redacted] I am rejecting this response because: we haven't received ANY information from the animal hospital directlyThere has been zero communication from this company to us besides this response to the Revdex.comSincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I was told my card is not gonna be charged in April, yet Banfield keeps taking my money from the bank accountHow long is this gonna continue?? Never mind that in year's past I know I didn't use nearly the amount of services I paid forI don't even get a list of payments and total amountWhere is the bill from Banfield? Any company that has a "retentions" department to keep you from canceling your plan has management too concerned about moneyI absolutely disgust companies that force employees to bargain with customers to keep churn downGet realCorporate refused to help my situation, simply pawning me off towards settling the issue with the hospital -- customer service rep actually told me the store would have to pay off my bill for this year's renewed planOwn up to your problemsMy local hospital was great but the prices are vastly inflated to make their plans seem worth itIf you remove the subsidized cost of spay/neutering and all the treatments when animals are young, it's an incredibly expensive vet, and they get you with that in case you try to cancel the subscriptionNever again Banfield! I was happy, but now you've [redacted] me off and I will be sure as [redacted] to let everyone know [redacted]

Complaint: [redacted] I am rejecting this response becauseBanfield has done nothingThey have treated my complaint as feedbackThey didn’t even have the curtesy to respond to the actual complaintI’ll repeat, Banfield has done nothing to satisfy my 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 matterWellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 re-homed or given awayIn this case, [redacted] received services in the retail amount of $whereas the total cost of the plan for the year is $Because the retail cost of the services received exceed the cost of the plan for the year, the remaining payments would be due in order for the plan to be canceled under the terms and conditions agreed for the planAs a courtesy for the client, Banfield Pet Hospital will cancel the Wellness Plan for [redacted] at no cost effective as of the date of this responseNo further payments will be due for the clientPer the client’s request, there will be no further contact from 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 PetsThis matter has been discussed directly with our client and we have already declined the desired resolution When [redacted] was presented for lameness he was seen by two DVMsAfter reviewing his history and concluding a physical examination they suspected a collateral ligament injury or a carpal hone fractureThey recommended radiographs to look for signs of fractures, laxity or soft tissue injuryMs [redacted] authorized the recommended servicesThe treatment recommended was for a ligament or hyperextension injury based on the location and severity of the injuryMild to moderate ligament sprains are amenable to external support (splints, specialized wraps, casts, etc.) for to weeks in addition to rehabilitation therapySupportive bandages allow for joint immobilization, preventing further injury and providing stability so the ligament can healUnsupported or premature weight bearing during the healing process can result in elongated ligaments, negating the return of the ligament strength and resulting in persistent instability Although the DVM recommended beginning [redacted] on a NSAID (anti-inflammatory) he was reportedly experiencing diarrhea at the timeThe recommendation of starting NSAIDs was postponed until the diarrhea resolvedWe also recommended the use of pain medications (Tramadol) once the diarrhea resolved As the care and recommendations provided on the date in question were appropriate we declined to reimburse for the care provided or the second opinion Ms [redacted] obtained As for the Wellness Plan (OWP), Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 basisAlso, 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, [redacted] received services and discounts from the OWP with a retail value totaling $Ms [redacted] has paid $(payments @ $51.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $The services provided as part of the lameness visit were not part of the OWP and therefore were paid for ‘out of pocket’

Complaint: [redacted] I am rejecting this response because: From his very first visit, [redacted] had ablab results from his bloodworkThis information was never shared or brought to my attentionThe red flags on his exams were given a proper investigationIn 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 conditionsThis information was never shared, provided, and undoubtedly never taken seriousWell, my dog had cancerIt would have been great to have been dealing with professionals during my stay with banfieldWhy 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 courteousIt's crystal clear that he's been instructed to buy time while my monthly withdraws continue to take placeHis cheif of staff told him she would not have looked into abnormalities, or have shared that information with a clientYou seem to be missing my issue here, so allow me to simplify my complaintMy dog was never provided proper care, and red flags were neglected while under the care of your vets and witheld from me, as your clientMy dog died of cancer at 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 doneGiven 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 themMy complaint filed will remain unresolved, as no resolution, or effort to obtain resolution has been met 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 PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 awayIn this case, [redacted] received services and discounts with a retail value totaling $These services include, among others, a full comprehensive exam and a dental cleaningMs [redacted] has paid $(payments @ $34.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil 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

Thank you for forwarding a copy of the complaint from Ms*** 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 Optimum Wellness Plans (OWPs) are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 On December 27, the plans for Lola auto-renewed, per the terms of the agreementThe wellness plan services and preventive care available under the plan also renewed at that timeServices were provided from the plan in June On September 12, the monthly payments were refused by Ms***’s banking institutionAfter several attempts to communicate with Ms [redacted] regarding the overdue balance on the plan, (attempts via phone, email and/or letter) the plan was cancelled and the unpaid balance was sent to a third party collections agency (I.CSystems) on January 13, In an effort to resolve this matter, Banfield now offers to accept $as full satisfaction of monies owed by Ms [redacted] under the OWPWe encourage Ms [redacted] to contact us at 1-888-448-to discuss payment arrangements

Complaint: [redacted] I am rejecting this response because: The pet's new owner (name & info to be transferred to Banfield) will be continuing the Wellness plan, therefore Banfield will not lose any profits and actually be collecting a monthly fee twice from me and the new ownerThis is not fairWhen records are transferred to new owner, will provide to Revdex.com 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 PetsWe appreciate the opportunity to address this matterIt is true the clients can initially pay for Optimum Wellness Plans with Care Credit when they enroll for the very first timeHowever, 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 invoiceThe hospital may add the Optimum Wellness Plan membership fee, first months payment OR annual cost to the already existing invoiceThis is the only time Optimum Wellness Plan costs can be paid with Care CreditHospitals should never allow clients to pay monthly installments with care credit after the initial enrollmentCare Credit is not actually a credit card (like Visa, MCD, AmEx), so we do not have the ability to “run” the card in the systemAll Care Credit transactions are processed online, through the Care Credit websiteServices are already financed through our Wellness Plans, with no interest rateCare Credit charges a very high interest rate and we do not want clients to be charged interest for our plansThis is our final answer on this matter

Banfield Field Leadership has already reached out to Ms [redacted] and addressed her concernThey are in communications 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 PetsWe appreciate the opportunity to address this matterFirst, we are happy to hear that Ms [redacted] has found treatment for Marley that is making him more comfortableIn regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, 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 Marley received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $24.95) leaving a balance of $According to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the OWPIn an effort to resolve this matter, we would be willing to waive payments for a total of $74.85, leaving a balance for Ms [redacted] of $This can either be paid in full and the Wellness Plan cancelled out immediately or the remaining Wellness Plan payments can draft for August, September, October and November and the plan would then cancelAt this time the OWP has been set to not renewTo pay the balance of $please contact the Wellness Plan Relations Team at (888) If Ms [redacted] still has concerns regarding the medical care provided to Marley we would encourage her to reach out to the treating hospital team directly