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. Our records indicate that Ms. [redacted] did contact the Client...

Advocate Team on January 22, 2016. At that time, a formal statement was filed and submitted to the leadership responsible for the Lake Oswego, OR Banfield Pet Hospital. The purpose of the Client Advocate Team is to document concerns and forward them to the appropriate leadership, thus ensuring that leadership group contacts the client. The Client Advocate Team’s purpose is to document, as they are no in a leadership role, they are unable to address the client concerns directly and therefore would not be the party to call the client in response to such matters. In this case, the practice manager, Andrew F[redacted], contacted Ms. [redacted] to address her concerns. This was in response to the formal statement filed on January 22, 2016. We understand that Mr. F[redacted] was able to address Ms. [redacted] concerns and we now consider this issue closed.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
  I was told by the vets, That [redacted] was going to make it, and she was going to need on going care. Losing your pet is traumatic, but it is not why I am complaining. Once again on going care. I used this to help me make the decision to purchase the plan. After purchasing the wellness, no one approached me to ask for my permission for the cost of the treatments. I was told my dog was expected to survive, and how the wellness plan would make it financially easier for on going care. No one advised me, that if she did not make it, I was responsible for the cost of treatment and test that I never OK. It seems horrendous to me, that they would wish to collect anymore money passed the 400.00 plus dollars, they have already collected. In the plan, they promise free shots and check-ups, things that makes it a good deal. My dog died, I do not get to receive those services. I adopted another little dog, and asked " since [redacted] lived for less than 12 hours after purchasing the plan, can I get the services done on my new dog.", they refused this. Once again, no one told me that I will have pay for test and services, that I was never asked to approve.

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 and their support staff. As the client mentioned, this had been previously brought to our attention and there was an inquiry that was opened into this matter. The hospital and their leadership have been in contact with [redacted] and Jonathan in regards to this concern and any concerns would be best addressed by them. We have forwarded this to them and they will be reaching out to the Mr. and Mrs. [redacted] directly.

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 up. I was not informed this policy nor do I recall agreeing to this policy. I 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]

Complaint: [redacted]I am...

rejecting this response because: The account was under the name of [redacted], the pets were [redacted] and [redacted]. Her phone number is [redacted]. I called in August 2016 requesting that my credit card not be charged since these are not my pets and my daughter no longer had the dogs and would not need the services. My daughter has a brain injury and could not keep the pets. No services were used by Banfield. I told Banfield not to use my credit card for auto billing and I cancelled my Sears Mastercard which Banfield continued to use the new number each month including December 2016. 
I would like my money refunded for July, August, September, October, November and December and account cancelled and to stop billing my credit card without my permission. I never once gave permission for my credit card to be billed by Banfield. Sincerely,[redacted] and [redacted]

We are sorry we have been unable to resolve this concern to Mr. [redacted]'s satisfaction at this time. We do encourage him to speak directly to the hospital leader regarding the communications that occurred in hospital on the day in question. At this time the cost to cancel remains as previously reported.

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] concerns were brought to the attention of the...

local hospital leadership, whom are the most appropriate parties to address this matter as health certificates require veterinary examinations. Dr. Jillian A[redacted] of the [redacted], ** Banfield Pet Hospital has been in regular contact with representatives in the USDA regarding the proper filing of the travel documents. Information presented by Ms. [redacted] was contrary to that provided to Dr. A[redacted] by the USDA, which is to say that misinformation was not provided by Banfield, but that initials at various points in the documents needed to be included. This was rectified and returned to the USDA, a representative of which then verified that it was filled out correctly. Hospital leadership, including the practice manager, Heather A[redacted], have been making attempts to reach out to Ms. [redacted] regarding this matter, but have not received follow up. As such, our current understanding is that Ms. [redacted] was able to successfully transport her pets to [redacted], and that this matter has been resolved. We encourage Ms. [redacted] to reach out to the hospital leadership directly if she requires further assistance.

Banfield has reviewed this matter extensively. The medical care provided to all the pets in this matter was appropriate as were the recommendations made. Banfield must decline the desired resolution.

Ms. [redacted] has spoken with the appropriate team and the plan for [redacted] was cancelled. The requested refund was processed with the plan cancellation on 6/28/16.

Complaint: [redacted]I am rejecting this response because: nothing at any point was explained to me ([redacted]) I called one time trying to figure out balance and they disclose any information, so I had [redacted] call in right after me , he request notes be put it the account for no collections and that payment would be able to be made on the 8th when new debit card comes in. I was spoken to with such disrespect by man customer service rep it was horrible, he spoke over me as I tryed to work this out in payments etc. so for all the  inconvenience you the business should be responsible for balance and  frustration if your all about making the customer happy and to keep them. We want to keep our plan but wont is this doesnt get resolved. Also on our last wellness puppy plan, they actually cancelled our plan when requested and erased all charges since it hasnt been used for the time no payment were made for same reason new card, theres been action on bank accounts, identity theft that causes new cards, so for banfield to say nothing can be done , they helped me in there best way possible in the past with no hesitation just to keep there loyals customers so I know this can be done. We want our wellness plan and will continue bussiness only once this is taken care of . We will not accept nothing being done Sincerely,[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.  Per my discussion with the hospital manager, Alice, on October 4, 2016, it was agreed to provide me with the refund I had requested in full and that a check would be sent to my home address. I received this check in the mail on October 18, 2016. I am happy to update my complaint as resolved and satisfied. 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 apologize for any inconvenience the client...

experienced with our service and we have brought these issues to the attention of our leadership to be addressed. We understand there was a shortage of staff when the client first enrolled their plan with Banfield which we have worked to have addressed and ensure our hospitals are properly staffed. As a client service gesture for the client, we have waived 3 monthly installments from the Wellness Plans currently active for Bailey and Bentley amounting to the total of $316.20.

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 this case, [redacted] received services and discounts with a...

retail value totaling $387.87. Ms. [redacted] has paid nothing towards the services received. The Client Financial Services team has offered to reduce the balance as a client service gesture, and to settle Ms. [redacted]’s debt for $295.00. It is the client’s responsibility, per the agreement, to ensure that banking information is accurate and up to date, and to ensure that the payments are able to draft properly. While notices are typically sent in response to missed payments, that was not done in this case and we do apologize for the inconvenience. However we are unable to settle the debt for any lower than $295.00 as services were provided. A member of the Client Financial Services will reach out to Ms. [redacted] shortly to further discuss the situation. A copy of the signed agreement has been included for reference.

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 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 $880.80. Ms. [redacted] has paid $234.75 (5 payments @ $46.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $328.65 for the remaining 7 installments.   According to the agreement signed by Ms. [redacted], she is responsible for fulfilling the obligation of the remaining installments under the Optimum Wellness Plan. The reason for this is because the remaining installments left on the plan are lower than the retail costs of the services received from the Wellness Plan. However, in light of the client’s frustration, we would be willing to offer to waive the remaining 7 installments as a client service gesture for this case and will cancel out the plan [redacted] at no additional cost. These changes will not affect the client’s other existing plan for the pet [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 all client concerns, we do not feel that this avenue of...

communication is appropriate for concerns of a medical nature. These concern would be best addressed directly with the attending Veterinarian and their hospital leadership. We have passed on the client’s concerns to them and they will be following up directly with the client. We have asked that this follow up occur within 3-5 business days.

Complaint: [redacted]I am rejecting this response because: I spoke with Dr.[redacted]a [redacted] in the morning of 01/19/2017, but I still don't feel any different about me getting a refund. I was duped into buying products that [redacted] did not even need and absolutely got no where with treating her at Banfield. As I explained before, I don't have a lot of money, but still, they pushed me to do unnecessary tests just to rack up [redacted]'s vet bill - rather than to treat her. I explained to Dr.[redacted]a [redacted] that I felt that the blood work was not necessary then, because [redacted] was healthy as a horse 2 days prior. And that I was concerned about two things: An UTI, or that [redacted] possibly ate something she should not have. Knowing my tight budget, Dr. [redacted]a [redacted] should have worked with me. Instead of doing all of these other unnecessary tests on [redacted], they should have checked for an UTI and then did an X Ray on her if her urine came back normal. If her X Ray was normal as well, then I could see them doing the blood work. Dr. [redacted]a [redacted] preyed on my love and sympathy for [redacted] and she did what she could to get the most money out of me. How do I know this? Because she was saying how sick and lethargic [redacted] was acting at Banfield, and she told me she felt as though I shouldn't wait to bring her in somewhere else. But yet when I talked to Dr.[redacted]a [redacted] on 01/19/2017, I asked her why she didn't even offer a fluid injection for [redacted] since she was so lethargic. She then told me she felt like she didn't need it. That really contradicts what she was saying to me at the clinic. She preyed on my emotions to get money out of me and that's absolutely disgusting. [redacted] could have died from an intestinal blockage if she had not received life-saving treatment that she got somewhere else, and only at a fraction of the price that Banfield has charged me.
Just an FYI- the attachment that Banfield Pet hospital sent me, with [redacted]'s health records, does NOT open. I have tried to open it several times, in different programs, but I keep getting an error that says: Application cannot be be found."
I wish I had read the reviews of Banfield Pet Hospital before bringing [redacted] there. There are almost 1000 reviews and complaints on Revdex.com.org alone, from people with very similar experiences such as I had with [redacted]. Banfield Pet Hospital does not genuinely care about their clients or their pets. They are running a shady scam business, preying on people's emotions and trying to get the most money out of people before doing any actual work and treatments of their pets. I want my money back, or I will be contacting the Attorney General, as well as the Minnesota Veterinary Board. Thank you.

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]

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. The local hospital leadership has reached out to Mr....

[redacted] and Ms. [redacted] regarding their concerns with the care and interactions in the hospital.
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.
At this time there is a remaining cost of $211.40 to cancel the OWP to pay for the services that were provided. We have been made aware that the local hospital leadership has reached out to you regarding your experience and options for the OWP. At this time the OWP balance will stand.

Complaint: [redacted]
I am rejecting this response because: there was a promise made by their staff, Kayla at the SouthLoop Canal location that the medical director would be following up with me.  At this time, no one has and the service was horrible.  I am still awaiting a response right now.
Sincerely,
[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 account. How 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 for. I don't even get a list of payments and total amount. Where is the bill from Banfield? 
Any company that has a "retentions" department to keep you from canceling your plan has management too concerned about money. I absolutely disgust companies that force employees to bargain with customers to keep churn down. Get real. Corporate 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 plan. Own up to your problems. My local hospital was great but the prices are vastly inflated to make their plans seem worth it. If 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 subscription. Never again Banfield! I was happy, but now you've [redacted] me off and I will be sure as [redacted] to let everyone know.
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