Banfield Pet Hospital

Complaint: [redacted]I am rejecting this response because:
I did not agree to make payments on services I did not ask for.  The plan was sold to me in such a way that sounded like an insurance plan.  The options listed on the agreement were discussed as just that, options.  I selected no options. I was not made aware/clear that over a $1000 bill would be assets for services that were not necessary.  The itemized invoice was only presented after the visit, which I did not sign.  The agreement is, again, unclear.  Had there been prices associated with services at the time of drop off, I would have never agreed to such a bill.  My signature is shown on a deceptive piece of paper, not a proper invoice.  I am also not the only person with such a complaint against this practice regarding billing and this scam.  I still request that the balance associated with this account be brought to zero.Sincerely,[redacted]

We are sorry we were unable to resolve Ms. [redacted]'s concerns however we have addressed her concerns both through the Revdex.com complaint and through recent 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 We apologize for the miscommunication with the hospital....

Banfield is proud to partner with the AKC and does accept the new puppy coupons even for existing clients. A member of the hospital leadership team will be reaching out to [redacted] shortly. We hope she will consider Banfield in the future.

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 leadership team responsible for this...

location reached out to Ms. [redacted] on 1/2/2018 and left her a voicemail. We encourage Ms. [redacted] to reach out to them so that they may assist her in resolving her concerns.

Complaint: [redacted]
I am rejecting this response because:Some of the services that I received from Banfield on my OWP were not requested not authorized, therefore I am not willing to pay for these services.
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. 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. 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, Yeppy received services and discounts with a retail value totaling $1219.62. Mr. [redacted] has paid $429.50 (10 payments @ $42.95) towards the services received. This is in reference to services rendered between September 24, 2014 and March 25, 2015, which include a dental cleaning (including anesthesia and bloodwork), comprehensive exams, vaccinations, and other services and discounts. The invoices from the visits in question have been provided for reference. Furthermore, Mr. [redacted] had sent an email requesting the cancellation of his plan to the Wellness Plan Relations team in July of 2015. That email was processed on July 10, 2015 and a reply was issued to Mr. [redacted] providing him with information on the remaining plan balance owed, and informing him that his plan was set for non-renewal. Mr. [redacted] indicates that the balance should be waived because he attempted to cancel before the plans renewal, however the balance owed is reflected upon services rendered prior to the scheduled September 25, 2015 renewal date. I have also provided a copy of Treatment Plan dated March 25, 2015 at which point Mr. [redacted] approved the charge for the dental cleaning to be applied to his Optimum Wellness Plan. However, as Mr. [redacted] disputes that charge, we have forwarded his concerns on that matter to the leadership and management responsible for the Inwood, TX Banfield Pet Hospital. We recommend that he reach out to the hospital directly to discuss those concerns further. Per the Federal Trade Commission (ftc.gov) regarding consumer protection “no one can legally remove accurate and timely negative information from a credit report” therefore it is unethical and illegal for us to remove information regarding a valid debt from a credit report. As this was a valid debt it was reported appropriately we cannot remove it from [redacted]’s credit report at this time. The Client Financial Services Team is available Monday – Saturday, 8am to 5pm PST. We encourage Mr. [redacted] to contact the Client Financial Services team for additional assistance.

Complaint: [redacted]
I am rejecting this response because: We were told on Sunday that my dogs meds would not be available for weeks. (they called us to tell us that!) The ped meds rep tried for days to contact the doctor to fill the prescription and no one would help because the Dr. was off for 4 days. The Pet Meds rep told us the meds were in at Bahnfield. No one ever tried to help us from this terrible Vet Practice. When I called the Pet store they said they get complaints all the time for these guys. She said she took her dog elsewhere for service. THEY DONT CARE!

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 extra service has been removed and Ms. [redacted] will not...

be charged. As indicated in the terms and conditions of the Wellness Plan, they auto-renew on an annual basis. In this case, September 21st for Lily and September 5th for [redacted]. If Ms. [redacted] chooses not to renew the plans, she can contact our Wellness Plan Relations department (888 649 2716) at any time during the plan year and the plans can be set to not renew. If at any time Ms. [redacted] changes her mind, this non-renewal can be reversed.

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 [redacted].The Wellness Plan enrolled by Mr. [redacted] is an annual...

preventative care plan. As is explained in the terms and conditions for the plan, it is set to automatically renew at the end of every plan year. At the time of enrollment the client did initial the provision stating they were aware and agreed to the automatic renewal for the plan. The plan for Kisa was cancelled per the client’s request on May 22nd of 2017 and no further charges will be made for the plan. As no services were used from the plan we can offer Mr. [redacted] a refund of the payments made after the renewal date of February 20, 2017. Unfortunately, we will have to contact Mr. [redacted] a final time to do this refund. Per Mr. [redacted]’s complaint he no longer wishes communication from Banfield. We will need Mr. [redacted]’s permission to contact him in order to refund these three payments.

Mr. [redacted] has elevated his complaint to North Carolina's Department of Justice/Consumer Protection Team. We will be responding to this matter through them at this time.

Banfield has made several attempts to answer Ms. [redacted]'s questions and address her concerns over the multiple phone calls and interactions over the past four months. Ms. [redacted] is unsatisfied with the responses and answers she has previously been provided. 1. Ms. [redacted] enrolled [redacted] on a plan on January 21, 2016 via our phone enrollment. At that time Ms. Authorized the Tri-Heart Plus add-on (heartworm prevention) option. According to the phone conversation Ms. [redacted] saw no signs of fleas at that time so the flea/tick option was not offered. 2. When Ms. [redacted] presented for her first visit on January 22, 2016 there were no visible signs and/or symptoms that would indicate a flea infestation so no recommendation for flea/tick prevention was discussed at that time. When Ms. [redacted] returned on February 24, 2016 she reported that after visiting a friend [redacted] was scratching and itching. Fleas were noted and discussed at that visit and after that discussion Ms. [redacted] agreed to add the flea/tick option to the plan (see attached agreement addendum). 3. Other than the flea/tick option no other additions/changes were made to the initial enrollment. We are uncertain as to what Ms. [redacted] is referring when she says we “try to up sell more insurance”. 4. [redacted] was initially vaccinated with a Lyme vaccine on January 22, 2016 and was due for a booster on February 19, 2016. This vaccine should have been boostered on the February 24, 2016with the other vaccines. Though we do not know why it was not boostered that day the booster is/was covered under the plan and would have been provided at the next visit had [redacted] returned for the recommended follow up. Any additional boosters would have also been covered. 5. Banfield did not hear from Ms. [redacted] after the February appointment until she called the home office on April 9, 2016 wishing to discuss changes to her plan level and billing. Ms. [redacted] ended the call before any resolutions could reached. She contacted us again on April 20, 2016 when she indicated her inability to pay until May. The plan was placed on hold at that time at her request and she was informed that if it remained in this status for 120 or more days the account would be sent to collections. Ms. [redacted] also requested that the flea/tick prevention and the heartworm retention be removed from her plan and the payments adjusted accordingly. This was completed per her request however as she had received the full product allotment the payments could not be adjusted. 6. Ms. [redacted] called again July 21, 2016 and reported that [redacted] was ill and needed to be seen. She was reminded that her plan was still on hold, per her request, and that she would either need to pay full price for the visit or bring her account current in order to use the services and discounts under the plan. Ms. [redacted] did not opt to update her account. 7. On August 19, 2016, after being on hold for more than 120 days, the plan was cancelled to collections per the terms of the agreement. We hope that we were able to answer any additional questions Ms. [redacted] had and clarify any confusion around the status of the plan.

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: the issue remains where I was told the account was cancelled and there were no fees back in November of 2016. I am, again, requesting the conversation to be pulled and reviewed - I was told the account was closed and that was supposed to be the end of it. Stating over and over otherwise does not change the fact I was told the account was 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. 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 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. Per the Federal Trade Commission (ftc.gov) regarding consumer protection “no one can legally remove accurate and timely negative information from a credit report” therefore it is unethical and illegal for us to remove information regarding a valid debt from a credit report. As this was a valid debt it was reported appropriately we cannot remove it from [redacted]’s credit report at this time.

Complaint: [redacted]I am rejecting this response because:I believe that the service provided to my pet was not satisfactory and canceled based on having to seek another doctor. If the service was good I would have been happy to pay. Furthermore, the price for teeth cleaning is grossly inflated. I've had that service done previously for [redacted] and it was less than $400. I have that bill as well. That is also one of the reasons I am unhappy with Banfield. The prices are sometimes double and triple the rate elsewhere. Not only do I want a refund, I am prepared to seek to start a class action suit since I read ALL of the numerous complaints made to Consumer Affairs. My hope is to put Banfield out of business just as [redacted] was put out of business when customers complained about them taking money from their accounts. A contract is an agreement between to parties that agree that the product or service is worth the payments. I don't believe I was provided with good service and therefore paid another doctor for services.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 would like to apologize to the client...

for any issues that may have come up due to miscommunication at the hospital. The leadership at the hospital location has been in contact with Ms. [redacted] to resolve this concern and have waived the remaining balance that was showing for Ms. [redacted]’s plan. The plan is now cancelled with no further balance due.

I tried to leave feedback but could not figure out how to leave it on your website. The complaint was resolved but I still had to pay an additional $126.00 I will never do business with Banfield again!

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.
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 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.
The Wellness Plan for Ms. [redacted]’s pet Bella was renewed on 12/6/2016 at Ms. [redacted]’s request. Since then they have utilized $670.71 in services. The cost of the Wellness Plan itself is $451.40 and Ms. [redacted] has made 7 of the 12 installment payments meaning there are 5 remaining. If she would like to cancel her Optimum Wellness Plan Ms. [redacted] has the option to pay the remaining 5 installment payments up front ($179.75) or continue the 5 monthly installments of $35.95.
On 5/15/2017 Ms. [redacted] was offered the option to upgrade the Optimum Wellness Plan for her pet River to help cover the cost of diagnostics and testing. At that time Ms. [redacted] elected to upgrade River’s Optimum Wellness Plan. Including that visit they utilized $633.97 in services and discounts. Ms. [redacted] has paid one installment payment of $42.95 towards the upgraded plan. If she would like to cancel her Optimum Wellness Plan Ms. [redacted] has the option to pay the remaining 11 installment payments up front ($472.45) or continue the 11 monthly installments of $42.95.
If she would like to cancel her Optimum Wellness Plans she can contact our Wellness Plan Relations team at 1-888-649-2176.

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.   Currently we are showing the plans...

for [redacted] and [redacted] were cancelled to collections after being past due for more than 120 days according to the terms and condition of the Wellness Plan. In order to remove this collection a payment would need to be made to clear this debt. In an effort to resolve this for the client, Banfield Pet Hospital is willing to settle for the amount of $148.10 to clear this balance. This payment would need to be made directly with Banfield and can be made via debit/credit card or electronic check. The client can make this payment by contacting our Client Financial Services team at [redacted].