Banfield Pet Hospital

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

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 understand that Ms. [redacted] had previously filed a formal statement with the Client Advocate Team at Banfield Pet Hospital, and that her concerns were forwarded to the appropriate hospital management and leadership. We understand that the practice manager, Alexis S[redacted], spoke at length with Ms. [redacted] regarding her concerns. The matter was reviewed by both Dr. Corey Z[redacted], the Chief of Staff, and Dr. Kelly D[redacted], who was the veterinarian on the second visit. The medicine performed by the hospital was deemed appropriate and thorough, and no reimbursement was deemed appropriate. If Ms. [redacted] would like to discuss her concerns further, we encourage her to reach out directly to either Dr. Z[redacted] or to the practice manager, Alexis S[redacted], directly.

Thank you for reaching out to us and sharing your experience. Your feedback is extremely important to us as Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. We have forwarded your comments and concerns to the field leadership for review...

and you should receive communication from a member of that team within 3 business days.
Thank you again for taking the time to share your experience and providing us an opportunity to address this matter.

Complaint: [redacted]I am rejecting this response because it doesn't say that I agreed to switch [redacted] wellness plan to my account. They asked my son if he wanted to renew his plan, and he said no. They never told him he had to call to cancel. I did indeed take [redacted] to the vet on Jan. 23, 2015 to have her teeth cleaned. The authorization they provided for that day was specifically for [redacted]. There was no mention on that agreement about updating [redacted] information to come out of my account. I signed specifically for [redacted] to have her teeth cleaned. That did NOT give them any right to put [redacted] on my account. They didn't tell me they were doing that, they didn't ask me if I wanted to do that, and nowhere on the form that I signed on 1/23/15 does it say that [redacted] would be switched to my account. That is incredibly deceptive! I was signing for [redacted] to undergo a teeth cleaning. 
On [redacted] treatment plan that I signed, it states "By signing below you represent that you are the owner of the above-named pet, OR ARE ACTING AS AN AGENT FOR THE OWNER, and that you accept full financial responsibility for the pet's veterinary treatment."--I was dropping [redacted] off for my son, [redacted], thereby [redacted] me an agent for the owner. When we picked [redacted] up from that visit, I was with my son, but my son paid the amount due, which was stated on Invoice#[redacted]. It was paid with a card ending in [redacted], which is my son's card. I'm sure they must have a record of whose name was on the card that was used to pay for the services rendered that day. I specifically told them when I was dropping [redacted] off that day that I was dropping him off FOR MY SON. Also, on their treatment plan for [redacted], why was my other dog, Thor, listed on it? If that was a treatment plan solely for [redacted], it shouldn't have Thor listed on it at all, but it did, and it stated that Thor's recommended treatment was an electrocardiogram, which was news to me because NO ONE ever told me anything about that. 
Also, they stated that [redacted] plan renewed in June, 2015. That doesn't explain why there were charges coming out of my account started in February 2015--on 2/5/15 for $42.45, on 2/26/15 for $42.45, on 3-26-15 for $42.45, on 4-27-15 for $42.45, and on 5-26-15 for $42.45. Then suddenly for no explained reason, the amounts changed from June 2015-December 2015 to $24.95. I want an explanation for ALL OF THESE CHARGES. Why were there different amounts charged? What and for whom are all the charges for $42.45?? Why did it suddenly change amounts? I want Banfield to explain ALL of that to me. In NONE of the paperwork they included does it ever say that I agree to switch [redacted] to my checking account from my son's debit card. When they tell you to sign in when you drop off a dog, they tell you "This is just to verify that this is you." Basically, all you see on the screen is your name, and you are verifying that it is you. One time, they had someone else's dogs listed with my account in addition to my own dogs.
I would like to see some kind of proof that I agreed to switch [redacted] to my account, because it was never mentioned to me. I certainly wasn't told that by signing an Authorization to Provide Care for [redacted] (my Pet), as stated on Document: [redacted] that I was thereby changing [redacted] to my account. And if that was the case, as they told me on the phone that it automatically updates all the animals, why wasn't Thor's plan switched to this checking account as well? There are still more questions than answers from Banfield. And since someone took it upon themselves to deceptively switch [redacted] to my account, then whoever did that should have to pay any money due for their fraudulent actions.Sincerely,[redacted]. [redacted]

As previously stated our team was not aware of [redacted]'s age or vaccine status prior to her appointment so were unable to inform her prior to her arrival. Once they became aware of the pets age and vaccine status, after being placed in a private room, the need for a Rabies vaccination was discussed. Again the requirement that a 16 week old canine receive a Rabies vaccination is a State of New York requirement. Our team was not trying to make things difficult for [redacted] however they are unable to provide additional care/exams without proof of a valid Rabies vaccination or the client's expressed intention of vaccinating same day. We apologize for any inconvenience or frustration this experience may have caused but we are bound state laws in this regard. Again, Banfield would be willing to provide [redacted] with a free office visit should she choose to return to either obtain the vaccine or with proof of a valid Rabies vaccine.

As Ms. [redacted]) has been informed [redacted] was tested twice with 4DX SNAP test and separate blood draws. Both draws and tests were positive. The 4DX SNAP test was used as it detects antigens (proteins) produced by adult heartworms. It can be positive even if the dog does not have any...

microfilariae (immature heartworms/larva) in the bloodstream (approximately 20% of cases). The microfilaria test, a for the presence of immature heartworms/larva, was negative.
Approximately 6 weeks later, [redacted] was tested again for heartworm, at another clinic, which was negative. When Ms. [redacted] informed of us this we reached out to a specialist to discuss what could have happened to results in these different results. The specialist agreed that the chances of obtaining two false positives with two separate blood draws was extremely low. We confirmed with the specialist that [redacted] had been started on Doxycycline and Prednisone in preparation for heartworm treatment. The specialist indicated that Doxycycline kills the wobakia parasite that lives in the female parasite’s uterus and produces the antigen that the 4DX SNAP test detects, so it is extremely common to have a 4DX SNAP negative result after Doxycycline treatment where heartworms are still present. The specialist believed [redacted] to be heartworm positive and agreed that he should be treated.
Banfield has made several attempts to speak with Ms. [redacted] who indicates she does not have the time to return phone calls. We have also attempted to discuss her concerns via email and certified letter over the last 4 + months.
As a client service gesture the plans for Ms. [redacted]’s pets, [redacted] and [redacted], were cancelled and the remaining balances totaling $539.76 were waived by Banfield.
As we believe the medical recommendations to have been appropriate for [redacted]’s presentation and lab results, we must decline the requested reimbursement at this time. If Ms. [redacted] would like to discuss her concerns further she will need to reach out, as we have previously requested.

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. According to our records the local hospital contacted Ms. [redacted] and discussed and resolved her concerns. The...

Wellness Plan was cancelled at no additional cost on 11/3/16, as a client service gesture, however the decision not to issue a refund was made after reviewing the medical care in this case.

Complaint: [redacted]I am rejecting this response because: I asked Banfield to provide the information since they submitted the information to the collection agency. I'm not contacting the agency, I'm requesting the information from Banfield directly. Sincerely,[redacted]

Thank you for forwarding a copy of the complaint from our client.  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 discount membership plans designed...

to help make top quality veterinary care convenient and affordable. Wellness Plan services are provided at deep discounts under an annual agreement. Plans automatically renew at the end of each plan year because Pets need annual care. 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.
These terms are all provided to the client at the time of enrollment and we even have client’s initial the automatic renewal term (as seen in the attached agreement). We have set the plans to non-renewal and they will expire on their anniversary date of August 20, 2016.
As services were used on the current plan year there is a cost to cancel early. In this case, [redacted] received services and discounts with a retail value totaling $444.71. Mr. [redacted] has paid $174.65 (7 payments @ $24.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $124.75, the remaining payments. [redacted] received services and discounts with a retail value totaling $614.20. Mr. [redacted] has paid $174.65 (7 payments @ $24.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $124.75, the remaining payments.

Complaint: [redacted]I am rejecting this response because:
Well, does Banfield have recorded the times that I called in to book an appointment? I tried scheduling an appointment before my plan expired, but the office was booked and they were unable to accommodate. I was able to book an appointment on Saturday, November 21 but when I finally booked the appointment this important detail was left of. They allow me to make the appointment and when I came in, I was informed my plan had expired and that I had to come out of pocket. Keep in mind, I came in 2 days after the plan had expired, is not like I came in a week or a month later. Is there anything that can be done, where I don't have to come out of pocket? Please make an evaluation of how much I paid for this plan and only used once.
 
Sincerely,[redacted]

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.
We understand Ms. [redacted]’s desire...

to cancel the Optimum Wellness Plan for Beans, and would like to extend our condolences for the loss of her beloved family member. We also would like to apologize for any confusion of miscommunications that led Ms. [redacted] to the belief that tis location was a 24 hour facility. This is not, nor ever has been the case with this location.
The Optimum Wellness Plan 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). 
In this case, [redacted] received services and discounts with a retail value totaling $569.52. Ms. [redacted] has paid $370.65 (3 payments $52.95 and 4 waived payments by our Wellness Plan Relations Team) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $198.87.   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.
Although plans automatically renew at the end of each plan year per the Wellness Plan Agreement, because pets need annual care and the Wellness Plan is designed to provided that care for the life of your pet, when a pet passes away the Wellness Plan should be placed on non-renewal status.
We are aware that Ms. [redacted] has spoken with the Wellness Plan Relations Team regarding this matter and they have provided her a copy of the signed Wellness Plan Agreement

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.After reviewing [redacted] concerns regarding her attempts to non-renew and cancel her optimum wellness plan we have decided as a client courtesy to refund the payments withdrawn during her 2017 OWP plan year. A representative from our financial team will be contacting her directly to facilitate the refunding of the $146.65 (7 payments @ 20.95.)

Thank you for forwarding a copy of the complaint from Mr. [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 your concerns to the hospital and we highly encourage you to communicate with them directly 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 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 in excess of $1000 and Ms. [redacted] and Mr. [redacted] paid $233.55 (9 payments @ 25.95) with a balance due of $77.85. [redacted] received services and discounts of $930 and Ms. [redacted] and Mr. [redacted] paid $269.55 (9 payments @ 29.95) with a balance due of $89.85 In February Ms. [redacted] called in and stated she would call the next day to update her credit card information. The next call received was on June 6th, 2016, when Ms. [redacted] called regarding her account. At that time she was advised that she had past due installments totaling $187.70. Ms. [redacted] refused to pay this balance because she claimed the hospital has not updated her credit card. At that time she was reminded that she was to call and update her credit card in February but had not. The wellness plan was set to not renew at that time, not cancelled as there was a balance. After several unsuccessful attempt to contact the client and collect the past due balance, the account was closed to collections. These balances are owed and can be paid by calling 888 488 4070

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 totaling $766.89. Ms. [redacted] has paid $233.70 (6 payments @ $38.95). The remaining payments on the plan are $233.70 (6 payments @ $38.95). [redacted] received services and discounts with a retail value totaling $1,206.96. Ms. [redacted] has paid $349.15 (9 payments @ $39.40). The remaining payments on the plan are $118.20 (3 payments @ $39.40). [redacted] received services and discounts with a retail value totaling $627.17. Ms. [redacted] has paid $329.45 (11 payments @ $29.95). The remaining payments on the plan are $29.95 (1 payment @ $39.40) According to the agreement, she is responsible for fulfilling her obligation under the Wellness Plan. At this time all three Wellness Plans have been set to not renew. In an effort to resolve this concern we are willing to waive 2 payments for [redacted], 1 payment for [redacted], and the remaining payment for [redacted]. This will leave a balance due of $155.80 for [redacted], $78.80 for [redacted], and [redacted]’s plan will be closed out. The balances can either be paid all at once and the plans cancelled immediately or the remaining Wellness Plan payments can draft as due on the 19th or 26th of each month as applicable and the plans would then cancel.

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.
Ms. [redacted] has spoken to the Medical Director of the...

area who has investigated this matter. It has been determined that no reimbursement is warranted. In an effort to resolve this matter, Ms. [redacted]’s Optimum Wellness Plan for [redacted] will be cancelled at no further cost.

Thank you for providing Ms. [redacted]’s reply. We apologize for the misinterpretation of her original statement. Our records indicate that Ms. [redacted] has since been issued a refund in the amount of $149.75 in response to her concerns regarding the poor service provided by a Banfield representative over the phone. We consider this matter now resolved.

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 $576.92. Ms. [redacted] has paid $139.80 (4 payments @ $34.95) towards the services received. As a client service gesture in light of [redacted] passing, four additional payments (at a total of $139.80) were waived. The amount owed to cancel the Optimum Wellness Plan is $139.80. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. While we understand that this is a difficult time for Ms. [redacted], this is a valid debt for services provided to her pet at her request by the [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 March when Mr. [redacted] called to cancel there was a balance due for services rendered therefor the plan was not cancelled. In an effort to resolve this complaint, we are willing to waive the remaining balance and cancel the Wellness Plan at no cost to Mr. [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. 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 $620.13. Mr. [redacted] has paid $174.75 (5 payments @ $34.95) towards the services received. Four payments were waived as a client service gesture in light of Mr. [redacted]’s loss (for a total of $139.80). The amount owed to cancel the Optimum Wellness Plan is $104.85. Please note that these services and discounts are in reference to everything received after the July 10, 2015 renewal date on Coaley’s Optimum Wellness Plan. Also, our records indicate that Mr. [redacted] initially contacted Banfield to cancel his pet’s plan on November 23, 2015. At the time, the representative waived the final four payments owed on the plan, and four payments remained. The December payment drafted without problem, but the subsequent January and February payments did not. Mr. [redacted] now owes three remaining payments on the plan. 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. 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.