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 any opportunity to address and resolve client concerns, as such we have been in communication with...

Mr. [redacted] and believe we have resolved 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.
We apologize about any miscommunication regarding any...

incident that may have occurred during the visit with [redacted] and [redacted] at the Banfield hospital and have brought this to the attention of the leadership overseeing that location so that it may be looked into and followed up. Any incident being reported would have been done in the best interest of the safety of the staff and the pet.
In regards to the client Wellness Plans, [redacted] and [redacted] received services and discounts with a retail value totaling $501.05 and $491.10 respectively whereas the cost for the plan year is $479.40 for each pet. Ms. [redacted] has paid 1 payment of $39.95 for each pet towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $439.45 for each pet which is the total of the remaining installments for the plan year since the cost of services provided exceed the cost of the plan year. 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details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement.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.
Payment for the remaining amount can be made over the phone with a debit/credit card or electronic check. This balance can also be paid directly at the Banfield location as well. Once this balance has been paid, the plans would automatically be closed and there would be no further charges due.

Complaint: [redacted]
I am rejecting this response because:
[redacted] never had heartworm disease as shown by the tests from two separate clinics, [redacted] only completed one week of Doxycycline therefore a false negative due to Doxy use is not a possibility as he had been off of the medication for a mont prior to his negative test. I have documents from [redacted]s chart showing one negative test and one positive test both on 4/28/17 from this Banfield clinic. There was not a balance on my account that was waived as I paid all fees due to the clinic . This “balance”was due to my cancelling my wellness plans for my pets due to incompetence and malpractice from Banfield veterinarians, I was not going to continue to pay for the plans as I can not trust them to competently care for my animals. I would not have incurred these expenses if it had not been due to this misdiagnosis and the refusal of any type of responsibility by this business for their wrongdoing. Their denial of any mistake is outrageous. My dog was never treated for this disease and it would not have miraculously gone away, there is no way that he would have tested negative on two separate occasions at two separate clinics if he was truly positive for the disease. The fact that the documentation that I have in my possession from Banfield directly contradicts what they are claiming regarding the alleged two positive tests is only one of many indications that there is something wrong here. I will once again request a refund for the expenses previously listed or I will escalate this complaint to the courts and file a complaint against the medical license of Dr Gonzales. 
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 your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter. We can report that the local hospital has been in contact with this client and have explained the state wide law regarding the required rabies vaccination for all canine and felines.

Complaint: [redacted]I am rejecting this response because: I still feel that your business rips customers off in every single way. Wether it's regarding canceling your plan or services outside the wellness plan. I also believe you have the worst customer service. Your employees or supervisors should never hang up on a customer nor not do something a customer is asking. I believe the whole situation was handled incorrectly. You will never receive business from me again as well as I will be telling everyone I know what horrible customer service you provide your customers and how much you take advantage of people regardless of the situation. 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. As the hospital was able to provide services and discounts from the OWP that exceed the cost of the plan for the year the remaining five installments are still due. The remaining cost at this time is $194.75.

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, as they appear to be unaware of Mr. [redacted] concerns.  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 have left two messages with Dr. W[redacted] the week after the incident occurred with no return phone call.  This incident occurred on July 10th, it is now August17th.  In over 6 weeks, I feel there would have been sufficient time for a return phone call.  I would like to speak with someone above Dr. W[redacted].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.
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 that 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 $657.55. Mr. [redacted] has paid $120.60 (3 payments @ $40.20) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $361.80, the remaining payments.  
Banfield does sympathize with the sad situation that Mr. [redacted]’s has described in which his daughter is allergic to [redacted] and therefore [redacted] was given away. As a Goodwill gesture to Mr. [redacted], Banfield has waived the 4 final payments from the plan ($160.80) which brings the total owed on the services rendered to $201.00.

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 Downington, PA hospital and their field leadership, and we highly encourage her 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. Our Inside Sales Team has contacted Ms....

[redacted] and have corrected the problem with her account, it is active and available for her to utilize.

Thank you for forwarding a copy of the complaint from our client J[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 do recognize there can be a long wait to speak with our...

Wellness Plan Relations Team, who handle cancellation request, billing and account updates, upgrade/downgrades and other plan changes/additions, as well as answering general Wellness Plan questions. We are aware that Ms. [redacted] made several attempts to speak with the team.. As no services have been used from the plan, which renewed on October 1, 2016, the plan was cancelled on October 17th, 2016 at no cost to Ms. [redacted], and we have refunded the October 2016 payment to the account on record, as a client service gesture.

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 the Ms. [redacted] utilized $1342.35 worth of services and discounts under the Optimum Wellness Plan. The remaining payments on her Optimum Wellness Plan total $404.90 (6 payments of $64.15 plus a $20 insufficient funds fee due to a missed payment.) If Ms. [redacted] is interested in paying off the remaining balance and cancelling her OWP she can contact our Wellness Plan Relations Team at 1-888-649-2716.

Complaint: [redacted]
I am rejecting this response because: As I stated before, we have no actual proof that my kitten had all of these things done to him in the one short visit I had with Banfield that day. He was taken in the back for what I was told, 2 shots and a manicure. I do not see how all of those other things were done when he was in the back for maybe 5 minutes. He was not given any shots in front of me or anything. I thought that's what Vet's do. I do not think it is fair to have to pay the amount listed because I have only been there once and have already paid $150.29.  I have paid 3 monthly payments including the one paid the day that I was pretty much forced into signing up for this wellness plan saying I NEED certain things done before I get my kitten neutered and was told I should sign up for it and I can cancel anytime If I don't need it anymore. I do not need this wellness plan. The decision was made too quickly because they were going to give him the shots and manicure right then. I didn’t really have any time to think it over with my boyfriend as the vets stood in the room waiting for us to agree to it.  ALL I wanted was to get my kitten Neutered and the Vets at Banfield scared us into thinking we needed this plan to save money. All I've been dealing with is losing money. I do not want to have any more business with Banfield and I think it’s fair to not have to pay the “remaining balance” and to cancel this "impossible to cancel" wellness plan. I have heard too many bad experiences with the corporation and I want out.  Please cancel my account. Take my card off record. And please stop charging me monthly. I have been trying to get the correct remaining balance owed for a while now and now that I got the Revdex.com involved, I finally got a response. But by now, I think it’s unfair that I have to pay any more money to Banfield. That is the reason I contacted the Revdex.com. To not pay any more of my hard earned money to a corporation that only cares about taking it from you.  Besides the fact that my boyfriend and I have been repeatedly treated horribly by corporate AND the lady at the Banfield front desk.  PLEASE re read my complaint. It is self-explanatory and has all of the details in there.  We have already paid theWellness Plan Membership Fee which was $40.95, A Manicure fee of $13.49. TheWellness Plan: First Month Payment which was $31.95 on 7/23/16, another monthly payment after that of $31.95 that came out on September 12th. And the monthly payment of $31.95 that came out on October 12th. That is a total of $150.29 taken out of my account from only one visit. My boyfriend and I feel that this amount paid is enough for one visit and should not have to pay any more money. Please cancel us ASAP.Sincerely,[redacted]

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 owner. This is not fair. When records are transferred to new owner, will provide to Revdex.com.
Sincerely,
[redacted]

Ms. [redacted] was contacted on 3/21/16 by Field Leadership after they had spoken with the referral vet. The vet are the referral location (Dr. O[redacted]) indicated that there were no concerns regarding the vaccine schedule and vaccines provided at banfield. Dr. O[redacted] indicated that she could not confirm that the IMHA was caused by the vaccines as their are many other causes for this disease.
Field Leadership did offer to help Ms. [redacted], when she was ready, to locate a new pet and enroll on a wellness plan. Ms. [redacted] indicated at that time that she was in agreement with this resolution.

Complaint: [redacted]I am rejecting this response because: the day before my pet died, the woman at Banfield said if I sign up for the more expensive plan of $52.00 that I wouldn't have to pay for the XRays the pet received... AT that point, the woman Should have verbally told me that I would be responsible for the Wellness plan even if the dog passed away, I would not have changed my plan from $41 to $52, Banfield has many complaints on all the review sites. They manipulate old ladies into !. Believing that the plan will save you Money, there were months I paid for the plan and my dog NEVER saw the Dr. 2. That all the great things about the plan, but they NEVER tell you verbally that things do happen after the pet dies. This is a Terrible representation of "Pet Hospital" also I was told while they were treating my dog, that I would have to go to a REAL hospital since Banfield is not a real hospital open 24/7. If I went to another hospital, it would have cost me More money. Banfield is a disgrace and manipulate people, example being they just automatically renew your wellness plan without asking!! This is terribleSincerely,[redacted]

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]

We are sorry that this matter does not seem to have been addressed in the best way. We have asked that the local Field Leaders review this matter and contact Ms. [redacted] directly. As representatives of Banfield's leadership they will be able to discuss this matter and possible resolution in full.

Complaint: [redacted]I am rejecting this response because: it id a tactic to stall and waste time. I want my money back
 
Sincerely,[redacted]