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. We are aware that the leadership for this hospital has...

reached out to our client and they have come to a resolution.

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 regards to the Optimum Wellness Plans (OWP), these...

are discount membership plans designed to help make top quality veterinary care convenient and affordable. OWP services are provided at deep discounts under an annual agreement, which may be cancelled at any time.
In this case [redacted] has received services and discounts totaling $647.20 and Mr. [redacted] has paid $323.40. The OWP has been cancelled as it has been paid in full but there would be no refund due as services rendered do outweigh the cost of the plan.

Thank you for forwarding a copy of the complaint from [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.Unfortunately we have no record of any collections account with this...

client's information, for either an unpaid invoice or unpaid OWP, and are therefore unable to assist Ms. [redacted] in this matter. Ms. [redacted] will need to dispute this directly with the credit bureaus.

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 very sorry to hear about the loss of your...

beloved pet. 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. We understand the OWP was cancelled on the date we were notified of the pets passing. As a customer service gesture the current plan year payments were refunded to the credit card on file.

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.
Mr. [redacted] enrolled Duke on a OWP on May 7th, 2016. This plan was scheduled to run through May 6th, 2017 with 12 installments and automatically renew on May 7th, 2017. This plan was renewed early on April 22nd, 2017. At that time, only 11 of the 12 installments had been collected, requiring the payment of the 12th and final installment to begin that plan. On April 26th, the 1st of 12 installments drafted as scheduled for the new plan that had been created on April 22nd. This 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 $32.45 that was drafted on 4/26/17 has already been refunded.

Complaint: [redacted]I am rejecting this response because: I was not contacted by any sort of higher entity, I merely recieved a voicemail from the same person I complained about providing me with the same phone number I called and got no assistance recieving a refund from. I do not wish for them, especially that particulr person to contact me further. I just want my money refunded since the last appointment I had since every attempt since has been unsucessful on their end and I therefore was denied a service I paid for. Sincerely,[redacted]

The local hospital has attempted to discuss this matter with Ms. [redacted]. These are services authorized by Ms. [redacted] and provided in full by the hospital. The balance in collections is valid and will not be adjusted at this time.We understand that this does not resolve the concern to Ms. [redacted]'s satisfaction however these are valid fees for authorized services provided prior to the cancellation of the OWP. Banfield will not be waiving these fees.

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 preventive...

veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleanings. OWP clients also receive other non-preventive veterinary care at a discount. The OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the OWP over a year with monthly payments or they can choose to pay up front for the entire annual cost of the OWP. A client can cancel an OWP at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the OWP less the amount of monthly payments made or (2) remaining monthly payments due under the term of the OWP. However, as a client service gestures the plans for Mr. [redacted] have been cancelled by our Wellness Plan Relations team and all remaining fees (~$290) owed on the plans have been waived. Mr. [redacted] will not receive any further charges on the current plans. We look forward to meeting any future veterinary care for Mr. [redacted] and his pets.

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, [redacted] received services and discounts with a retail value totaling $961.41. These services include, among others, a full comprehensive exam and a dental cleaning. Ms. [redacted] has paid $349.50 (10 payments @ $34.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $69.90. 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.

Thank you for providing Mr. [redacted]’s response. As Mr. [redacted]’s concerns are directly related to the cost of care provided, and the treatment plan developed by his local Banfield Pet Hospital, this is best addressed by the local hospital team. Pricing also varies from region to region based on numerous factors including everything from property value to cost of shipping, and so is best discussed by those directly familiar with local market values. Due to this, and the fact that pricing for the total treatment is directly related to the recommended treatments proposed by the attending veterinarian, we are regrettably unable to address Mr. [redacted]’s concerns through this venue. We understand that the leadership responsible for the [redacted] hospital had made multiple attempts to contact Mr. [redacted] regarding this matter and we request he reach out to them directly for assistance.

Complaint: [redacted]  I am rejecting this response because: The facts have not been addressed. The first being that Banfield requested funds from my bank twice on the same day which resulted in the second payment being turned down.  A woman named JP from Banfield called me on Monday 9/28/15 and admitted that this was their error. I do not understand how they can ask for payment when it was their actions that caused the payments to be stopped. I was never notified that there was a problem with payments. Had I been notified I would have certainly authorized payment for the continuation of my dogs care as I originally intended when I signed up in April of 2014. JP has now offered that the amount I should pay is $209.70. She has also said that even if I pay this amount my dogs wellness plan cannot be reinstated. Why then, am I being ask to pay anything if I cannot use the benefits of the plan? Banfield has now given me until November 25,2015 to pay. Please advise. Thank you.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 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.
Ms. [redacted] has spoken with the Chief of Staff Veterinarian overseeing the hospital to address her medical concerns. If she has any further questions, we recommend she discuss them directly with the Chief of Staff.
In regards to the OWP, Ms. [redacted] did pay up front for both OWPs. Panson received services and discount totaling $563.34 and Panchito $500.29. Both of these costs exceed the cost of the plans so there would be no refund due. These plans will remain active for Ms. [redacted] to take advantage of until April 27, 2018.

Complaint: [redacted]I am rejecting this response because: No action was taken by the business to resolve the issue.  Requested multiple times via phone to customer to send a detail record of billed services.  and they never sent them.Sincerely,[redacted]

Thank you for providing Ms. [redacted]’ response. We understand that the leadership of the [redacted], ** hospital has provided Ms. [redacted]’ a detailed email in attempt to address her concerns. Due to the complex nature of her concern, we recommend that Ms. [redacted]’ respond directly to the hospital leadership for assistance, and provide the supplementary documentation showing her additionally incurred expenses so that these matters may also be addressed if it they have not been previously. 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 this nature. The hospital leadership is attempting to work with Ms. [redacted] in addressing her concerns and we encourage her to contact them directly for further 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. 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 re-homed or given away. In this case, [redacted] received services in the retail amount of $524.07 whereas the total cost of the plan for the year is $407.40. Because the retail cost of the services received exceed the cost of the plan for the year, the remaining payments would be due in order for the plan to be canceled under the terms and conditions agreed for the plan. As a courtesy for the client, Banfield Pet Hospital will cancel the Wellness Plan for [redacted] at no cost effective as of the date of this response. No further payments will be due for the client. Per the client’s request, there will be no further contact from Banfield Pet Hospital.

According to the hospital team and our documentation this matter was reviewed and messages were left for Mr. [redacted] (the account holder) from 9/16 to 11/1 to discuss the concerns and the resolution offered.
The collections balance of $398.53 was waived and the account was removed from collections as a client service gesture. Furthermore the wellness plan for Bacon was cancelled at no cost and the balance of $65.90 was also waived.
A final message was left on 11/1 asking that Mr. [redacted] contact the hospital and speak with Kyle regarding the review of their concern and medical care, along with the resolution offered.

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] signed up for an Optimum Wellness...

Plan on January 16, 2017.  During this visit, a dose of Flea/Tick/Heartworm medication was dispensed. It 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 affordable. OWP services are provided at deep discounts under an annual agreement, which may be cancelled at any time. However, 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 $636.68 in services and discounts and paid $81.90 (2 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 $409.50.   This can be paid all at once by calling our Wellness Plan Relations Team at 888 649 2716 or allowed to draft, as usual, on the 12th of each month.  The plans have been set to not renew.

Ms. [redacted] we apologize for the delay in having someone reach out to you. I have confirmed that the NSF fee will be refunded and someone from our Client Financial Service Team will be calling you within 24 hours to ensure the banking information is up to date.

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 difficulties reaching our Home...

Office, we realize it can be frustrating. Ms. [redacted] enrolled on an Optimum Wellness Plan (OWP) on December 11th, 2016. In regards to the OWP, these are discount membership plans designed to help make top quality veterinary care convenient and affordable. OWP services are provided at deep discounts under an annual agreement, which may be cancelled at any time. However, 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 hospital has cancelled the OWP for Ms. [redacted] at no further cost. In an effort to resolve this concern, we will be refunding both the $54 membership fee and the initial installment of $42 for a total of $96.

Ms. [redacted] originally presented her pet, [redacted], on August 5, 2017 for an ear hematoma. She was presented at that time the treatment options of surgical repair versus conservative treatment (draining) including the pros and cons and estimated costs of each. Ms. [redacted] opted to have the hematoma drained...

at that time.
Ms. [redacted] returned on August 10, 2017 as the hematoma had returned, a known complication of hematoma draining. As part of the discharge instructions Ms. [redacted] was advised that the post operative bandage would need to be changed in 3 days. She was advised that if she brought her own bandage into the hospital she could avoid the bandage charge however there would be an office call/physical exam fee as the doctor would need to remove the bandage, exam the ear and re-bandage the ear.
Ms. [redacted] did not return until August 24, 2017 for a recheck of the ear and removal of sutures. [redacted] was recovering well at that time. Ms. [redacted] was charged for a follow up physical exam/office call fee.
The care provided and the associated fees were appropriate.