Banfield Pet Hospital

Complaint: [redacted]
I am rejecting this response because:If the care and diagnostics recommended were appropriate and within practice standards, why was I able to receive different diagnostics from another clinic? If these are the standards, my pet should not have been able to receive the care he did from [redacted]. Is Banfield saying that [redacted] is a superior clinic? The necessary therapy was received by the [redacted], but never offered by Banfield. Had the successful (and less costly) therapy been recommended by Banfield, I would have accepted it. There was no indication that the veterinarian was going to return to make additional recommendations. The veterinarian said that my pet required bloodwork, x-rays, and possibly hospitalization, then promptly left the room with no implication that she would return.If the physical examination was provided in full, it was sub-standard and insufficient. I require a refund.

Complaint: [redacted]
I am rejecting this response because:On 6/27 you said:As the enrollment date of 2/27 was after the last monthly banking day used by Banfield the payment was applied to the first monthly payment on the new plan of March 26th. If Mrs. [redacted] recalls she we did not draft a payment in March as this was paid in hospital on February 27th. The first automatically withdrawn payment did not occur until 4/26.I have submitted to you screenshots of my credit card being charged on March 26th, even though you have stated that no March draft was taken. Reiterating the things you have sent me does not directly address that fact. You have screenshots of the draft. I have a message from you, on record here with the Revdex.com and pasted above, where you say that no draft payment was made in march, the February 27th in-office payment was applied and shows on the Banfield payment history as the March payment. But you did take a March payment. Therefore, the information you are reiterating cannot, and will not stand.

Complaint: [redacted]
I am rejecting this response because: Please have the right person to contact me regarding the result of necropsy. Thanks for your time
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: This is not an accurate account whatsoever. We told her that in January that the mass needed to be examined and possibly removed and they failed to do it. Furthermore, and except Ince of $90 is not me we were satisfied with your command all. To the contrary, we are extremely unsatisfied with this and will be pursuing this matter in court.
Sincerely,
[redacted]

As the wellness plan agreement is a legal binding contract only the client listed on the agreement may cancel the plan. We do understand the frustration this may cause however the client how enered into the agreement may be the only one to cancel the agreement.
We were sorry we were not able to resolve this matter to your complete satisfaction however should the agreement holder contact us we may be able to assist further.

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.
We see that your current OWP has been set for a non-renewal and is set to expire on February 6, 2018. When this plan was started it was agreed the monthly deductions would be $38.95. This is the current monthly cost for this area.
When the previous OWP was cancelled the charge of $260.64 was the cost to pay for the services provided by the hospital from the OWP. A refund is not due for that OWP.

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, Kobe received services and discounts with a retail value totaling $216.79. Ms. [redacted] has paid $0.00 (0 payments @ $26.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $216.79. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan.

Mr. [redacted] - We do understand your frustration at not being contacted in a timely manner. We have escalated this matter to the Field Leadership and expect you to be contacted today!

As we previously stated, we would welcome the opportunity to discuss this matter further and have requested a return call for a mutually respectful conversation.

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. We have also involved their Field Leaders in these communications.

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] received services and discounts with a retail value totally $544.15. Mr. [redacted] has paid $297.15 (7 payments @ $42.45). The remaining payments on the plan are $212.25 (5 payments @ $42.45). According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Wellness Plan. There would be no refund for unused services as the services rendered have not yet been paid for. In an effort to resolve this complain, we are willing to waive 2 Wellness Plan payments ($84.90), leaving Mr. [redacted] a balance of $127.35. 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 3 remaining Wellness Plan payments can draft as due on the 12th of each month and the plan would then cancel.

Complaint: [redacted]
 
I am rejecting this response because:The physical exam was authorized under the reasonable expectation that it would render acceptable results in a crisis. It was paid for under duress, having had no comparison with which to understand the lack of quality I was paying for. The examination was given and the payment received in bad faith. I would like my money back, please.

We came to an agreement.  They agreed to drop some payments.  And authorized me to make only 1 payment and to pay it late with no penalty.

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 have ascertained that...

[redacted] has received services and discounts in the amount of $112.69. Bruno had received services and discounts in the amount of $122.69. This is in reference to Wellness Plan services and discounted non-plan services rendered on June 25, 2015. A copy of the invoice from that visit has been included for reference. Ms. [redacted] had paid six payments @ 25.95 each towards the Wellness Plan for a total of $155.70 per each plan. To clarify, we have determined that Ms. [redacted] has paid $311.40 in total towards both plans, and received services and discounts in the amount of $235.38, for a total difference in value of $76.02. In response to this, we have refunded three payments at $25.95 each (for a total of $77.85) to the card on file. Ms. [redacted] should see this refund reflected in her account within three business days allowing for bank processing.

Complaint: [redacted]
I am rejecting this response because: I was never informed that the plan would be prorated if the pet passed away. My understanding was that the monthly payments entitled him to the coverage provided for as long as we maintained our end of the bargain: monthly payments. Had we known this, we would have started considering other options for him. I definitely feel misled, and in researching this Wellness Plan online, I can see I'm not the only one who has had this experience. I feel this practice is unfair and unreasonable and I still request that we be refunded the money.  I would also ask that you send information on the past few years of plan renewal dates, as well as information on the alleged services provided under the plan in the 18 days from the date of renewal to his death.

Banfield Pet HospitalÒ prides itself on providing excellent client service and quality medical care for Pets.  One of the most important criteria for the delivery of veterinary medical care at Banfield is a polite, effective, comfortable, and open avenue for communication with our...

clients.  Additionally, shared confidence between client and doctor is an essential component of an effective veterinary-client-patient relationship. 
 
After careful consideration of the professional relationship between Mr. [redacted] and Banfield Pet Hospital and the recent inappropriate interactions, we felt it was in the best interest of all involved for Mr. [redacted] to find a new facility to have veterinary services provided to his pets.
 
We have addressed the medical concerns previously were unable to resolve this matter to Mr. [redacted]’s satisfaction. Banfield considers this matter closed at this time.

Banfield has spoken with Ms. [redacted] on several occasions regarding her unpaid OWP balance and the collections account.
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, as indicated in the terms if a 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 client fails to make payment on the OWP.
As Ms. [redacted] stopped making payments on the OWP after March 26, 2016. The OWP was automatically cancelled on August 27, 2016, more than 120 days after the last payment was made.
This is a valid debt (see attached agreement). As we indicated previously¬¬ we may be able to offer Ms. [redacted] a settlement offer but as indicated in our prior response she must contact us directly to discuss a possible settlement.

Mr. [redacted] spoke with the Practice Manager on September 8th. He was reminded that the hospital team was unable to provide any diagnostics without sedating the pet due to its aggression. The antibiotics cream and pain medication was offered to help the pet while they waited for an appointment with a specialist. The client declined sedation and authorized recommended medication. As a client service gesture the Office Call/Exam Fee was refunded on September 8th. No further reimbursement will be provided.

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 $525.05. Ms. [redacted] has paid $239.80 (4 payments @ $59.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $285.25. For clarification, the additional fees that Ms. [redacted] has been assessed are non-sufficient funds fees, which are charged, per the terms of the signed Agreement on file, when payments cannot be drafted due to insufficient funds. At the first occurrence of this charge, Ms. [redacted] was refunded the $20.00 fee as a client service gesture. However, subsequent payments were unable to draft due to non-sufficient funds; two more fees of that nature were applied to Ms. [redacted]’s account, although they are currently unpaid. These fees have been explained to Ms. [redacted] to the best of our associate’s ability. They are valid and within the terms of the Agreement on file, which has been supplied for reference. 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. 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.

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 wish to offer our condolence to Ms. [redacted] for...

the loss of her beloved pet. It is never easy to lose a special friend.
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). Ms. [redacted] enrolled in a OWP on 12/16/15 both signing the agreement and initialing that she understood the plan would automatically renew. On 12/16/16, the plan did renew. [redacted]s was seen on 12/27/16, 12/28/16 and sadly, put to sleep on 1/2/17.
During those visits, Ms. [redacted] used $455.23 in services and discounts and paid $65.90. There would have been a balance for services rendered of $329.50 but half of that has already been waived for her. This leaves a balance due of $164.75.
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. There is a past due balance that is currently due of $65.90, the rest can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing them to draft as due on the 12th of each month for the next 3 months.