Banfield Pet Hospital

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]

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
in this letter that was sent 2/29/16 it states that I must contact you to update my information or my account will be sent to collections, nowhere am I informed that any updated information will be accessed without my consent.

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 resolve client complaints. Leadership from this hospital will be...

communicating directly with [redacted] regarding her concerns.

Complaint: [redacted]I am rejecting this response because: I will never use this business again so I prefer to receive a refund by check. Address [redacted] N [redacted] St [redacted].Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because.Bandfield at no point an time notified me of anyExtra charges for the vaccinations. I  had notified their  office  staff when they  schedule  the  appt. That  I was not going to renew theirContract. The staff even wrote a note in their system about not renewing. She could have explained  at the time of the call that the contract ended and there was no need to bring my pet in. Again  they only charged me for what  they  claim was an anal gland drainage. But at no time in the examining room or at the time to pay did  they mentioned any extra charges. I was shocked to recieve  the collection notice without  any prior contact with me. I believe their plans are not what they  seem and they that is bad business. They should communicate better with the customers. I'm  not paying for something I wasn't  told about  or for them sending me to collections without any prior notice or phone call.     
Sincerely
[redacted]

Complaint: [redacted]I am rejecting this response because:
My dog was misdiagnosed!!! Dr. could have simply stated that blood was abnormal and they would recommend that we take her for a 2nd opinion. NOT to say she suspected an INSULONOMA which is pancreatic cancer!!!  This rushed diagnosis that was not confirmed made me sick and miss time from work.  So far she has been to see Dr. Amy L[redacted] and she has had 2 blood tests the first one was a low normal and the 2nd one was the same. She recommended an ULTRASOUND which showed a nodule on her liver but she was not concerned. I would also like to mention for over a year I have brought my dog in a number of times for her nails that were cracking and peeling. I am the one that sent an email to Jennifer P[redacted] with Banfield on June 21st suggesting that she may have SLO. This is some that being the paying customer should not have had to research herself. I am not a doctor and do not have medical training all I have is GOOGLE. I had to bring her to ANOTHER specialist in Concord Dr. Jeff V[redacted] who is a dermatologist for dogs. Who mearly changed her diet and put her on an antibiotic along with a few more vitamins. In a little under 3 weeks she has improved. This is something that Banfield should have figured out for the amount of money they are paid. So therefore NO I don't not agree and would like to fight this further.
 
Sincerely,[redacted]

Thank you for providing Ms. [redacted]’s reply. The balance referenced in the previous response reflected the payments owed for November, December, January, February, and March (five monthly payments). The $144.75 remaining balance already took into account Ms. [redacted]’s October payment. Payments will continue to draft as normal, the last due to draft on March 19, 2016.

Complaint: [redacted]
I am rejecting this response because:i would like to be contacted by banfield about this problem.

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 are unable to cancel the Optimum Wellness Plans without...

express permission from the signer on the agreement; in order to cancel active plans, clients must contact the Wellness Plan Relations team directly. Hospitals do not have the ability to process plan cancelations. Plans automatically renew at the end of each plan year because Pets need annual care, and also because of the convenience this offers to our clients, whom are not required to go through the sign-up process unnecessarily each year. The signed agreement, attached for reference, includes Ms. [redacted]’s initials indicating her understanding of the automatic renewal clause. However, as no services have been rendered in the current plan year, the three payments drafted since the November 25, 2015 renewal have been refunded. Ms. [redacted] should see this refund reflected in the card on file within three to five business days, allowing for bank processing.

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 by those with the appropriate medical background to assess and address these matters. We have passed on [redacted] concerns to the Aurora, Beaverton, and Clackamas hospitals, and their field leadership; we highly encourage her to communicate with them directly regarding this matter. Also, we would like to specify the following: 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.

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. Ms. [redacted] indicated that she sought to cancel her plan in the first place because of the medical care provided at the hospital. As such, this concern would be best addressed directly with the attending Veterinarian and hospital leadership. We have passed on Ms. [redacted]’s concerns to the [redacted] 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.
Mr. [redacted] visited Banfield on June 25th, 2017. His pet...

had a full physical exam by a veterinarian. He was offered but declined vaccinations and deworming at that time. An office visit/physical exam charge would normally be charged but was waived for this visit. Mr. [redacted] returned on June 27th, 2017 for vaccinations and deworming. His pet again received a full physical exam and he was charged an office visit/physical exam. It was explained to Mr. [redacted] that a full physical exam is done every time his pet visits Banfield Pet Hospital, this includes vaccine visits. There is no refund due.

Complaint: [redacted]I am rejecting this response because: I did not say I cancelled because of medical care. I called concerning care in December, based on the lack of customer service and how I was treated on the phone I decided to go ahead and cancel since my year was up. The company did not cancel my account and continued to charge me and has refused to refund my money when I have not used services and cancelled over the phone in December. Please do not manipulate this into a medical issue when this is not, you have not been my choice of medical provider for over a year, the issue is my money at this point. I will continue to escalate and will go as far as discrimination since I am not being treated the same as others, who are willing to write a letter on my behalf. Please issue my refund for money charged to my account since Jan.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.Per our records we do show we spoke with...

the client on December 21st, 2015 for a cancellation inquiry and did recommend visiting an alternate location in an effort to continue providing care under our Wellness Plan for [redacted] at a location that would perhaps be a better fit for the client [redacted]. We do apologize for any miscommunication as we were under the impression Mrs. [redacted] would continue with our services at a different Banfield location and the plan did remain active with the services available. As a client service gesture we have gone ahead and refunded the last 6 payments that were charged for a total of $227.70 back to the form of payment that was originally charged.

Banfield Field Leadership has already reached out to Ms. [redacted] and addressed her concern. They are in communications 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 Ms. [redacted] presented her pet [redacted] on 9/10/16 with an aural...

hematoma. At that time, it was recommended that she proceed with ear cleaning, lance and drain the aural hematoma, medication for the ears, oral antibiotics and pain medication. Ms. [redacted] declined the antibiotics but agreed to the rest of the treatment plan. Ms. [redacted] was informed by the veterinarian that the hematoma will more than likely return and that [redacted] will likely need button surgery to get better. She was also advised that [redacted] needed the Antibiotics to clear up the ear infection that created the hematoma in the first place. The aural hematoma did return as the veterinarian warned it might. We would be happy to continue to treat [redacted] but as services were rendered, there is no refund due.

Banfield has been in contact with Mr. [redacted] directly regarding this matter. The medical care and diagnostics recommended were appropriate and well within practice standards given the pet's presenting condition, the seriousness of the medical complaints (vomiting blood/dark tarry stool) and recent...

history. As the physical examination was authorized and provided in full, all recommended diagnostics and therapies were declined, and Mr. [redacted] elected to discontinue the visit prior to allowing the veterinarian to make additional recommendations for empirical treatments there will be no refund for the office call/physical exam fee.

Complaint: [redacted]I am rejecting this response because:  I was charged 100.39 thus far not 36 as stated by Banfield. Please see subsequent email with Bank statement showing Banfields charged  [redacted] for 100.39 for [redacted] first exam to start the contract.
Or so I was lead to believe.
The billing and fees are so ambiguous and misleading there are numerous complaints like mine.
 
All I know is that when I signed a contract to pay out over $500.00 dollars for the year I was told that it would cover everything my kitten would need to get his shots up to date and his neuter.
 
I had concerns because I believed the fees wee high considering other hospitals neuter for as low as 60 dollars.
 
But I was told yeah but it covers any unforeseeable event that may arise.
 
All I know is that I have still not gotten my cat fixed and if I bring him in again are they going to hold me hostage for another 170.00 before the neuter and still make me pay the 500.plus contract.
 
What the [redacted] is going on here.  This needs to be stopped.
 
The contract states clearly that it includes a pre anesthesia blood test.
 
I unfortunately do not have the contract with me because I am at work.
 
I will give a more in depth response tomorrow once I have the pictures of the new kitten plan with me and can send them.
 
It clearly states that is included.
Also I was told the blood test was abnormal because of the Rabies shot.
It seems that Banfield should have know that giving a Rabies shot and then scheduling a neuter that close together may result in abnormal blood work as their rep stated.
 
I was specifically told that the new kitten covered everything I would need to neuter my cat including anything unforeseeable.
 
I had a wellness check up the week before and was told my kitten was in extremely healthy condition.
 
 
 
 
 
 
 
 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because 
TThe rep informed me that I had to choices cancel card and tooken to collections. I would I want to be in convenience of taken to collections and have to cancel my card do to your miscommunication of your reps and banfield. When I first started the service I was informed that I can cancel at any time now it just money money money. I see I why you guys have so many complaints about customer service and the service of this company. At this point I'm so pissed about what going on and I have to go through all of this. I specifically told the rep I'm going through hardship and haven't brought pet in do to this and instead of you guys giving exceptional service you still try to put the blame on the customer no empthany what so ever. So you people would rather make me go to collections instead of helping the customer how sorry are you. And then no one even has the decency to call to handle properly. Sorry company sorry. No courtesy to call try to make mends still trying to put blame on customer. It's all about money money at the end of the day..
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:Due to its shady business practices and misinformation given by its employee, Banfield Hospital alone should be responsible for the bill.