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 PetsWe appreciate the opportunity to address this matter We wish to offer our condolence to Ms [redacted] for the loss of her beloved petIt is never easy to lose a special friend In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, 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) The OWP was started on February 27th, [redacted] had two visits and a total of $in services and discounts were usedMs [redacted] paid $in monthly installmentsThere is a remaining balance of $ OWP agreements are signed contracts that obligate the signer to fulfill their part of their contractIn this case, Ms [redacted] is responsible for fulfilling her obligation for this planThe balance can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing payments to draft as due on the 26th of each month

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

There appears to be questions regarding the radiographic results and the appropriateness of postponing the extractionAt this time, based on the medical records and the notated discussion we cannot meet Ms***'s requested resolutionIf Ms [redacted] continues to have concerns we recommend that she reach back out to the treating veterinarian and request her records be reviewed further and her concern be readdressed(The team had reached out but had not heard from Ms***)We would ask that she return the calls from the hospital location

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 PetsWe 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 cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 Mr [redacted] enrolled Duke on a OWP on May 7th, This plan was scheduled to run through May 6th, with installments and automatically renew on May 7th, This plan was renewed early on April 22nd, At that time, only of the installments had been collected, requiring the payment of the 12th and final installment to begin that planOn April 26th, the 1st of installments drafted as scheduled for the new plan that had been created on April 22ndThis should have been explained to Mr [redacted] when he signed the new agreement so he was prepared for the expense, we apologize that this was not the case The $that was drafted on 4/26/has already been refunded

Complaint: [redacted] I am rejecting this response because :Banfield is a scamThey train all their personel to sell their Wellness Plan regardless of the condition of your petI have talked to pervious vets that had trested our pet before we moved and went to Banfield and neither would have recommended the type of plan they "up-sale" to all customersI am filing with the [redacted] State Attorney Generals office against Banfield and PetSmartI have a notorized statement from a ex Banfield employee that explains how their business plan is geared around "recruiting" as many customers into their cash cow Wellness Plan, regardless of the condition of the petSincerely, [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 PetsWe appreciate the opportunity to review this matter Although we believe that the medical concerns Ms [redacted] noted would be best addressed directly with the attending Veterinarian, we are aware that the hospital team has already discussed the care and attempted to address Ms [redacted] ’s concernsThe hospital leadership remains open to discussing these concerns further Ms [redacted] indicates that she is seeking reimbursement of the “premiums” she has paid to BanfieldBanfield OWPs are not insurance plansThey are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 In this case, Coco received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $35.95) towards the services receivedThere is currently a balance owed on services already received from the OWP package in the amount of $As such, no refund is warranted in this matter Again, we would ask that Ms [redacted] return the communication attempts to the local hospital leadership to discuss her concerns regarding the medical care

I spoke to the store manager and she understood the issue and offered resolution, which I accepted and appreciated 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 meSincerely, [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 PetsAlthough 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 natureThis concern would be best addressed directly with the attending VeterinarianWe have passed on Ms***’s concerns to the hospital and we highly encourage her to communicate with them directly regarding this matter

The account for Ms [redacted] required the final payments (11-26-17, 12-26-and 1-26-18) in order to fulfill the 12-month agreement and pay for the previously used servicesThe plan renewed on January 27, for a new 12-month agreementWhen Mr [redacted] called on May 7, to cancel the plan it was done so at no costAs no payments was made on the 2018-plan no reimbursement is due

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 matterMs [redacted] signed up for an Optimum Wellness Plan on January 16, During this visit, a dose of Flea/Tick/Heartworm medication was dispensedIt was not listed as part of the OWP on the contact that she signed and she did pay for it In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, 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, Ms [redacted] has used $in services and discounts and paid $(payments of $40.95) OWP agreements are signed contracts that obligate the signer to fulfill their part of their contract Ms [redacted] is responsible for fulfilling her obligation for this plan [redacted] has a remaining balance of $ This can be paid all at once by calling our Wellness Plan Relations Team at or allowed to draft, as usual, on the 12th of each month The plans have been set to not renew

Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets We are sorry for your recent experience and we would like the chance to review it with the local hospital and field leadershipWe have asked that they review your concern and follow up with you directly regarding this experienceWe do hope that [redacted] is doing well and that we can help find a resolution to 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 PetsWe 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 affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 awayIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments) towards the services receivedWhen Ms [redacted] called to cancel her plan, three payments were waived as a client service gesture (for a total of $104.85)The amount owed to cancel the Optimum Wellness Plan is $This balance is comprised of a full comprehensive exam, a dental cleaning including anesthesia, a fecal test, heart worm test, and other services performedA copy of the signed treatment plan from the dental cleaning has been included for reference, as has the signed Optimum Wellness Plan agreementAccording to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil 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

Ms [redacted] was contacted on 3/21/by Field Leadership after they had spoken with the referral vetThe vet are the referral location (DrO***) indicated that there were no concerns regarding the vaccine schedule and vaccines provided at banfieldDrO [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 planMs [redacted] indicated at that time that she was in agreement with this resolution

Complaint: [redacted] I am rejecting this response because: I am experiencing financial hardship The decision to utilize this service was my ex husbands years ago when we were married I would take all the animals in so therefore I signed all of the contracts He controlled the finances In mid April he terminated all funds and canceled all the credit cards He also has possession of [redacted] *** I understand the terms of the contract but I am asking for some help due to my hardship This is going to courtbut in the meantime I have no funds I am utilizing a credit card to cover the basic living costs and have taken on a room mate Currently I relied solely on support for my income From April 23rd on I am without income There is a court date scheduled in Mid June and a decision will be made then From there it shouldn't be too long before some sort of funds come my way Sincerely, [redacted]

Our records indicate that the care provided to ***, along with Mr [redacted] ’s concerns, were discussed with Mr [redacted] as recently as Feb19th, with an additional message being left on Feb22nd by DrG which (as of the date of this response) has gone unreturned Referring [redacted] to a specialist to determine the cause of his illness was a medically appropriate recommendation as rectal masses can have severe complicationsAlthough, the attending veterinarian did not palpate a rectal mass in August they did discuss the possibility of a rectal mass with Mr [redacted] at that time We do understand Mr [redacted] ’s frustrations with the [redacted] bill, however will not be reimbursing/paying this billBanfield referred, as appropriate, to a specialist Even if a mass had been palpable sooner the same referral would have been made

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 PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 awayIn this case, Yeppy received services and discounts with a retail value totaling $Mr [redacted] has paid $(payments @ $42.95) towards the services receivedThis is in reference to services rendered between September 24, and March 25, 2015, which include a dental cleaning (including anesthesia and bloodwork), comprehensive exams, vaccinations, and other services and discountsThe invoices from the visits in question have been provided for referenceFurthermore, Mr [redacted] had sent an email requesting the cancellation of his plan to the Wellness Plan Relations team in July of That email was processed on July 10, 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-renewalMr [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, renewal dateI have also provided a copy of Treatment Plan dated March 25, at which point Mr [redacted] approved the charge for the dental cleaning to be applied to his Optimum Wellness PlanHowever, 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 HospitalWe recommend that he reach out to the hospital directly to discuss those concerns furtherPer 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 reportAs this was a valid debt it was reported appropriately we cannot remove it from [redacted] ***’s credit report at this timeThe Client Financial Services Team is available Monday – Saturday, 8am to 5pm PSTWe encourage Mr [redacted] to contact the Client Financial Services team for additional assistance

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 sorry to hear about the passing of ***, it is never easy losing a beloved family member.Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 OWPAs indicated in the terms, OWPs auto-renew on an annual basisAlso, 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, [redacted] received services and discounts with a retail value totaling $ [redacted] has paid $(payments @ $38.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $As a client courtesy to [redacted] we have waived the remaining balance on [redacted] ’s Optimum Wellness Plan for ***'s OWP is cancelled effective as of the date of this response

with the exception of the one time I missed a call from Banfield, they have Not attempted to call me sinceI have missed no other calls from them or received any messagesComplaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

It is our understanding that Mr [redacted] was contacted by the local Practice Manger, a corporate representative that manages the local hospital on August 9, They were able to discuss the incident, behaviors and expectationsIt is also our understanding that they have reached a mutually acceptable resolution