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.
On April 19th, [redacted] presented for a comprehensive...

exam. The doctor called and left a message detailing the abnormal blood work and suspected heart disease. Mr. [redacted] was offered diagnostics (including x-rays) and medication which he declined. Mr. [redacted] then went to another veterinarian where he agreed to have x-rays performed. These x-rays showed a tumor. These records has been reviewed by the Area Medical Director and it has been determined there is no reason for a refund to be given for either the visit to Banfield or the visit to an outside veterinarian.
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] used $424.28 in service and Mr. [redacted] paid $279.60. The balance due is the cost of the remaining payments on the plan or $139.80. In an effort to resolve this matter, we will waive this balance.
As the Banfield medical team recommended appropriate diagnostics which were declined we will not be reimbursing any fees/funds at this time.

We are verifying the number they noted they have called. We will ensure they are using the correct number and tell them to contact you as soon as possible.

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 Ms. [redacted] above-referenced complaint: (1) 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 (a) retail value of services and discounts used under the OWP less the amount of monthly payments made or (b) remaining monthly payments due under the term of the OWP. (2) 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. (3) Banfield is entitled to collection costs if member fails to make payment.
Banfield has spoken with Ms. [redacted] on several occasions regarding the unpaid balance on her OWP, her desire to cancel the plan, and her claim that she did not enroll her pet and sign the agreement. Banfield has reviewed all recorded conversations, medical records, electronic signatures and the copy of the state issued ID provided by Ms. [redacted]. We have determined that this is a valid signature and agreement. The balance owed on this plan of $144.75 is valid and collectable.

Complaint: [redacted]I am rejecting this response because:This fails to address ANY of the issues in my original complaint or my response. It appears to be a canned response. Is there any way to get [redacted] to actually address the issues that I have raised?Sincerely,[redacted]

Our records indicate that the care provided to [redacted], along with Mr. [redacted]’s concerns, were discussed with Mr. [redacted] as recently as Feb. 19th, with an additional message being left on Feb. 22nd by Dr. G which (as of the date of this response) has gone unreturned.
Referring [redacted] to a specialist to determine the cause of his illness was a medically appropriate recommendation as rectal masses can have severe complications. Although, the attending veterinarian did not palpate a rectal mass in August 2015 they did discuss the possibility of a rectal mass with Mr. [redacted] at that time.
We do understand Mr. [redacted]’s frustrations with the [redacted] bill, however will not be reimbursing/paying this bill. Banfield referred, as appropriate, to a specialist Even if a mass had been palpable sooner the same referral would have been made.

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 appreciate your timely response and the refund.  You've restored my faith in Banfield and will consider using their services again once I return to Denver.
Sincerely, [redacted] [redacted]

Complaint: [redacted]I am rejecting this response because:
We tried at least 7 different times to call and cancel our wellness plan before finally emailing them and telling them we wanted our plan cancelled. We never received a reply to the email but figured that it would be cancelled. If we had known the wellness plan had been renewed we never would have used the services. We had no idea that after trying so hard to cancel the plan that it would somehow still be renewed. we had another dog as well that we took in for a free exam and the vet couldn't even tell us what kind of dog or how old she was. He didn't even know what the lump was on her stomach that we later had a different vet remove. All he talked about that whole appointment was the wellness plan and how great it was to be on it and that we should totally sign up. At that point we were already trying to cancel the wellness plan we were on because the vets were clueless and rude. 
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 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 ** received services and discounts with a retail value totally $1,581.00. Mr. [redacted] has paid $423.60 (8 payments @ $52.95). The remaining payments on the plan are $211.80 (4 payments @ $52.95). According to the agreement signed by Mr. [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 4 remaining Wellness Plan payments can draft as due on the 12TH of each month and the plan would then cancel. We will be mailing Mr. [redacted]’s records to him at the address on 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. We appreciate the opportunity to address this matter. Our monthly Wellness Plans are designed to be drafted...

automatically every month from a debit/ credit card or a checking account set by the client for their convenience. Per the terms and conditions of the plan it is a requirement to have an electronic form of payment on file for the Wellness Plan. If the client is not comfortable providing their debit or credit card number they do have the option to provide a checking account number. The client can also update their banking information online by logging into their account at Banfield.com or in person at their nearest Banfield location. If the client does not wish the payments automatically they are able to pay in cash directly at the Banfield location at least 3-5 business days before the payment date. Since our Wellness Plans are set to be drafted automatically, we do not send bills for the monthly installments so therefore we are not able to send a bill for the monthly payment to the client’s home every month. Currently we are showing the plan for Lexie is past due for the months of July, August, September, and October. This is a total amount of $135.80. This amount can be paid in person at the client’s local Banfield to bring the account current. Once the account is current, the client can continue to make the monthly installments at their local Banfield at least 3-5 business days before their scheduled payment date to avoid the automatic draft that is currently set.

Complaint: [redacted]I am rejecting this response because:
just for the record the ER Doctor said that it was not Parvo. Banfield never did any kind of testing to determine Parvo. They simply looked  at [redacted] and sent us to ER. We never entered an exam room.  The ER Doctor did a thorough test and Parvo was not the cause. The autopsy revealed poisoning.  
I will accept the return of my payments. But I wanted this information on record.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 attending Veterinarian. We have passed on Ms. [redacted]’s concerns to the Avon hospital leadership and we highly encourage her to communicate with them directly regarding this matter.
With regard to her plan: 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 $358.55. Ms. [redacted] has paid $81.90 (2 payments @ $40.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $276.65. 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: I will not continue to pay for the plan. I refuse to pay $130 to cancel a plan that I've already paid $76 for. $200 to get my dog dewormed in ridiculous. 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 understand the client is unsure as to why...

vaccinations were not provided on the visit and what services were charged for the visit that day. Banfield encourages open communication to discuss and plan for each pet’s specific health needs. This would include when it would be appropriate to administer vaccinations. Therefore we encourage any concerns about the timing of vaccines to be discussed with the medical staff at the hospital as they would be best qualified to answer those concerns. We have included a copy of the client’s visit which contains an itemized list of the services that were provided on the visit as well as the pricing associated which each service that was rendered that day. Any client concerns about which services were done or not done would be best handled by contacting the hospital staff and the attending veterinarian.

Complaint: [redacted]I am rejecting this response because: Banfield truly getting over there customers. I will never use or recommend there service to anyone.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.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. 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.In this case, Prince received services and discounts with a retail value totaling $414.07. Ms. [redacted] has paid $151.25 (5 payments @ $30.25) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $211.75. Fiona received services and discounts with a retail value totaling $525.40. Ms. [redacted] has paid $213.60 (6 payments @ $35.50) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $213.60. Dakota received services and discounts with a retail value totaling $602.30. Ms. [redacted] has paid $236.70 (6 payments @ $39.45) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $236.70. Twix received services and discounts with a retail value totaling $461.25. Ms. [redacted] has paid $144.75 (5 payments @ $28.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $202.65. Emelia received services and discounts with a retail value totaling $486.84. Ms. [redacted] has paid $191.25 (5 payments @ $38.25) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $267.75.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.

We are sorry to hear we were unable to resolve this matter to Ms. [redacted]'s satisfaction. At this time the balance owed to cancel the plan will stand at $99.80.

Banfield will not be waiving any valid fees in this matter. The plan was cancelled for non-payment and the balance owed was sent to collections, per the terms of the agreement. As previously stated Banfield made several phone calls and sent letters beginning in November when the monthly payments began to fail. When we spoke with [redacted] and [redacted] on 1/21/16 it was documented that Mr. [redacted] would be calling back the following Monday to make payment of the 263.60 owed. Unfortunately we did not hear back [redacted] or [redacted] until March 4th. The plan auto cancelled to collections on March 6th per the terms of the agreement. On March 11th we again spoke with [redacted] and again we explained the balance owed on the plan, the plan status and the pending collections. Ms. [redacted] stated at that time that she would not be paying the balance owed.
We are sorry we are not able to resolve this matter to [redacted]'s satisfaction however the account that is currently in collections is a valid debt.

Banfield must decline the requested reimbursement. Again, since the cost of the services that have already been provided exceed the cost of the plan year, the remaining installments for the plan year are due to cancel. Banfield has already provided a copy of the terms and agreement however we can do so again if needed.
Banfield did not refuse care or services but did offer the soonest appointment, same day appointment, drop off and/or referral to another facility.

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, OWPs auto-renew on an annual basis. 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. Banfield made multiple attempts to reach our client through phone and letter to advise of the issue with the monthly payments being unable to be processed. The account went into a hold status. After 120 days of being on hold the account was cancelled and sent to collections. A Banfield representative contacted [redacted] on December 28, 2016 regarding the outstanding balance. An agreement was reached and [redacted] had agreed to pay Banfield $270.00 as payment for OWP services. Having received the payment Banfield has agreed to cease all collections activities on [redacted]‘s account. We are unable to honor the request to reinstate a closed OWP. [redacted] is welcome to start a new plan for her pet at any time at any Banfield location.

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 $412.34. Mr. [redacted] has paid $249.50 (10 payments @ $24.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $49.90. This balance is in reference to services rendered at the Orem hospital on March 20, 2015 and May 27, 2015. Copies of these invoices have been provided for reference. Mr. [redacted] did not reach the Wellness Plan Relations team to request the cancellation of his plan until June 5, 2015, at which time the previously referenced balance had already been incurred and the plan could not be cancelled until such time that the balance was paid off. According to the agreement 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.