Banfield Pet Hospital

Per the terms of the attached agreement, if client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due. However, if a monthly payment is past due for 120 days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments.No refund will be given in 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. We do acknowledge the email received on November 14, 2016...

regarding the inquiry into a recent charge for $120.80 on her account. Ms. [redacted] was directed to contact a representative directly as we could not discuss specific financial information until the identity of the client was verified and verbal or written authorization from the client is provided. We acknowledge that there can be a long wait at times to reach a representative and we apologize for any frustration or inconvenience this may have cause. Ms. [redacted] has 4 pets enrolled on Wellness Plans (OWP) through Banfield Pet Hospital and all 4 plans are paid for with monthly payments. All for monthly payment were debited from the account on file on the previously authorized date of the 26th, as most had been since the initiation of the current terms. All payments have always been withdrawn on the 26th of the month. The monthly payments for ** ($34.95), [redacted] ($19.95), [redacted] ($32.95) and [redacted] ($32.95) total $120.80. Ms. [redacted] indicates that she now wishes to cancel all four OWPs. 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. 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. In this case ** received services and discounts with a retail value totaling $786.50. Ms. [redacted] has paid $69.90 (2 payments @ $34.95). The remaining balance on the plan is $349.50 (10 payments @ $34.95). [redacted] received services and discounts with a retail value totaling $310.96. Ms. [redacted] has paid $139.65 (7 payments @ $19.95). The plan balance is $99.75 (5 payments @ $19.95). [redacted] has received services and discounts totaling $894.68. Ms. [redacted] has paid $296.55 (9 payments @ $32.95). The balance owed to cancel early is $98.85 (3 payments of $32.95). Finally, [redacted] has received services and discounts totaling $1,076.05. Ms. [redacted] has paid $362.45 (11 payments @ 32.95) towards the plan. The balance on the plan is $32.95 (1 monthly payment). At this time the Wellness Plans have been set to not renew and will cancel on their individual expiration dates. The balances can either be paid with one final payment of $581.05 or Ms. [redacted] can continue the monthly payments on the 26th of each month until the plans expire. If Ms. [redacted] wishes for the plans to renew she must inform us via Revdex.com response, email or phone prior to the plan expiration dates. (** – 9/10/17, [redacted] – 3/29/17, [redacted] – 2/5/17 and [redacted] – 12/10/16).

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 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. In this case, [redacted] received services and discounts with a retail value totaling $1,395.02. Mr. [redacted] and the co-signer on the plan, [redacted] have paid $199.75 (5 payments @ $39.95) towards the services received. The total cost of the plan was $479.40; at this time, the collections balance is $352.09. The last payment for this plan was drafted on December 5, 2014. The client information for Mr. [redacted] includes this phone number: [redacted]. Since the missed December 12 and December 26th payments, the aforementioned phone number was contacted on December 18, 2014; January 9, 2015; February 7, 2015; February 14, 2015; March 17, 2015; April 2, 2015; and May 12, 2015. These calls were made in attempt to contact Mr. [redacted] regarding the missed payments. A representative of the [redacted], ** Banfield Pet Hospital also placed a call to this phone number on March 30, 2015 to alert Mr. [redacted] to the fact that his plans had been placed on Hold due to non-payment. In tandem with these calls, notices regarding the missed payments were dispatched to this address: [redacted].These notices of missed payments were mailed out on December 29, 2015; January 26, 2015; February 23, 2015; March 30, 2015; and April 20, 2015. Per the terms of the agreement, it is the responsibility of the Wellness Plan member to provide current and updated contact information. In this case, as the address on file with Banfield Pet Hospital is the same as the one provided by Mr. [redacted] to the Revdex.com we can confirm that at least this information was correct. We feel that sufficient attempts were made to contact Mr. [redacted] prior to his being sent to collections on May 13, 2015. A copy of the agreement bearing Mr. [redacted]’s signature has been included for reference with this response. 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.

Thank you for providing Ms. [redacted]'s reply. This matter has been addressed by the Director of Client Avocate Support, Dr. Ari Z[redacted]; as previously stated we are willing to settle the debt for $45.00. Dr. Z[redacted] had invited Ms. [redacted] to contact him directly to discuss this situation further, but Ms. [redacted] declined. This is the final response on this matter.

Thank you for forwarding a copy of the complaint from our client.  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.  We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter. The hospital leadership is currently working on the wellness plan and as such they will need to discuss the cancellation with Mr. [redacted].
We can clarify that [redacted] was not turned away and the team did in fact attempt to assess and treat him however due to his stress level, difficulties oxygenated and his refusal to be examined becoming more stress and aggressive when exams were attempted.

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 the Optimum Wellness Plan agreement’s Terms and...

Conditions, plan cancellation requires that the plan holder contact the Wellness Plan Relations team. We have no record that Mr. [redacted] ever contacted Wellness Plan Relations regarding his cancellation request. We show that on June 26, 2015, [redacted] and [redacted] were changed to “Gave Away”, and on October 15, 2015, [redacted]’s status was also changed to “Gave Away”. The contact information to the Wellness Plan Relations team for plan inquiries are posted on our website and in the agreement’s Terms and Conditions under Cancellation. For reference, their phone number is 888-649-2716 and they are available Monday – Friday, 6am – 5pm PST. We can cancel the plans effective immediately, but per the terms of the signed agreements on file, no refund is warranted due to the prior lack of contact from Mr. [redacted] regarding this request. Copies of the signed agreements have been included for reference.

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. 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 feel that this concern would be best...

addressed directly with the attending Veterinarian. We appreciate any opportunity to resolve client complaints and will be communicating directly with our client regarding her concerns.

Ms. [redacted] was contacted on 4/12 by the local hospital leadership. They discussed her concerns and offered her a resolution which was accepted. We believe this matter to be closed.

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.
We apologize for any confusion regarding the pricing...

and services included in our Wellness Plans. Our plans are designed to include the preventative care recommended for your pet as part of an annual plan. Many of our packages do include the dental cleaning and anesthetic package included as part of our plan. Including this service as part of a plan can be beneficial for any pet that is needing an anesthetic procedure done as it would provide significant savings by covering the anesthesia as well as the 15% discount on any additional services performed. Any services apart from the dental cleaning and anesthesia would be an additional cost no covered under the Wellness Plan but would still receive the 15% discount. While our staff will make every effort to provide an estimate for services, prices can vary greatly due to unforeseen circumstances.
In an effort to resolve this matter for the client, Banfield is willing to offer to cancel this plan at no cost to the client effective immediately. As a result of this cancellation the client will have no further payments due for the Wellness Plan.

the response from doctor was to keep doing what they gave been recommending that clearly has not been working and to go to another vet office.  Complaint: [redacted]I am rejecting this response because: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.
Mr. [redacted]’s first visit to Banfield Pet Hospital was on...

August 9, 2016 because his pet was panting excessively. Blood work and x-rays were performed and medication was prescribed. In addition, Mr. [redacted] signed up on an Optimum Wellness Plan (OWP). Mr. [redacted] had 3 subsequent visits.
In regards to the OWP, these 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] made one monthly installment payment towards the OWP and received over $600 in services and discount. He stopped making monthly installment and his plan was cancelled and sent into collections. Mr. [redacted] paid $200 towards this balance and his account was removed from collections. There is no refund due as Mr. [redacted] paid a total of $252.95 towards the $600 in services and discounts his pet received.
Mr. [redacted] is welcome to return to Banfield for continued care but he would be expected to pay for services rendered. Had Mr. [redacted] continued to pay the month installments as agreed upon under the terms and conditions of the OWP, vaccines and heartworm testing would have been part of those installments. While the cyst does need to be removed, it would be done at Mr. [redacted] expense.

Banfield works hard to provide exceptional client experience and quality medical care for Pets. We appreciate the opportunity to review and address this matter.
When [redacted] presented on November 18, 2015 there were no complaints or concerns, with the exception of intestinal parasites. She dropped...

off for a comprehensive exam, vaccines and she was discharged later that day with an excellent prognosis. On November 21, 2015 [redacted] was presented to our hospital in an emergency status. After a brief exam and discussion with Ms. [redacted] regarding presenting symptoms [redacted] was immediately referred to the local emergency hospital for volume resuscitation. Ms. [redacted] was advised that it was believed that Parvo may be a likely diagnosis. She was also advised that [redacted] needed immediate and continuous care which is why they were referred to a 24 hour facility.
Parvo is a very aggressive virus that can be fatal. Although we are truly sorry for the loss of [redacted] Banfield did not cause her illness. We have cancelled the plan today at no additional costs to Ms. [redacted] after previously waiving an additional 2 monthly payments. No further monies are owed at this time.

Complaint: [redacted]I am rejecting this response because:
This is not a medical issue, which is clear in my original complaint. Using deception and fear to sell ANY service is not a medical issue. It's called coercion. That is a legal term, not a medical one. I'm not interested in further communication with Banfield or its representatives. There is only one acceptable outcome and that is for Banfield to cease accessing my financial accounts and to remove me from their plans and services. This is not negotiable.
If Banfield refuses to comply, this complaint will remain unresolved.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. First, we are happy to hear that Ms. [redacted] has...

found treatment for Marley that is making him more comfortable. 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 Marley received services and discounts with a retail value totaling $339.93. Ms. [redacted] has paid $124.75 (5 payments @ $24.95) leaving a balance of $174.65. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the OWP. In an effort to resolve this matter, we would be willing to waive 3 payments for a total of $74.85, leaving a balance for Ms. [redacted] of $99.80. This can either be paid in full and the Wellness Plan cancelled out immediately or the 4 remaining Wellness Plan payments can draft for August, September, October and November and the plan would then cancel. At this time the OWP has been set to not renew. To pay the balance of $99.80 please contact the Wellness Plan Relations Team at (888) 649 2716. If Ms. [redacted] still has concerns regarding the medical care provided to Marley we would encourage her to reach out to the treating hospital team directly.

Complaint: [redacted]
I am rejecting this response because: I have returned the call to your representatives and left messages and no one has gotten back with me, although their message claims that the check their messages every hour. I have had more time to search your website and again, no mention of the policy you quoted back to me. I have attached screenshots from your website where no asterisk is added anywhere to indicate the supposed quoted policy or any type of restrictions. I know my pet and we came in for the Heartworm/Flea pills, not for the dental because we already knew that your vet would call and cut it short (as they have done the last 3 or 4 times he has visited), however the lady set it up as his dental exam. We could have gone and gotten discounted Heartworm/Flea pills at another vet and just discontinued our Wellness Plan with you, which in retrospect is looking like the better option. We though maybe it was a fault with this one office and we would just hit reset and go to another office nearby, but it seems like that may not happen. No where do you indicate this policy,  no one advised us of it and the vet when he called us, said nothing then either. We filled out the form requesting to be contacted for any charges over $100, but no mention was made until we picked up our pet. This seems to be the definition of a 'bait and switch' business practice. Do the right thing and erase this supposed debt.Sincerely,
[redacted]  [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.After reviewing the situation with the...

leadership team responsible for location where Mr. [redacted] attempted to receive a health certificate they advised us that Mr. [redacted] was left a message giving him the option to come in and receive the certificate but there would be a longer than normal wait due to the veterinary performing surgeries at the time. Mr. [redacted] did not contact the location back or show up at the provided time.We are sorry to hear that Mr. [redacted] is unhappy with the service he has received and as a client service gesture we will be waiving the remaining 4 payments on his Optimum Wellness Plan as of the date of this response. Mr. [redacted]’s Optimum Wellness Plan has been set to not renew and will cancel at the end of his agreement on 2/5/2018.

Ms. [redacted] enrolled her pet, [redacted], on the plan over the phone and verbally authorized the terms and conditions. Each term was reviewed over the phone during the enrollment process including the 12-month term and the automatic renewal. When she presented to the hospital for [redacted]'s first exam under the plan she was given a printed copy of the terms and agreements with her invoice and discharge instructions. As Ms. [redacted] originally enrolled on August 12, 2015 the plan auto-renewed on August 12, 2016 per the terms Ms. [redacted] agreed to via phone enrollment. Ms. [redacted] is fully aware that the plan renewed for an additional 12 month terms as she received services from the renewed plan on September 9, 2016. She also contacted the Wellness Plan Relations team on November 7, 2016 where she was reminded of the terms and conditions for the plan and of the balance owed to cancel the plan. The hospital has attempted on 2-3 separate occasions to contact her and discuss her concerns with both the recent exams and the Wellness Plan, however Ms. [redacted] has yet to return their call. We have included the original OWP Agreement for reference. Ordinarily, the client’s signature and initials would be captured on an electronic pin pad in the hospital, for the full agreement and the specific automatic renewal term respectively. However as previously noted Ms. [redacted] conducted a phone enrollment and a verbal agreement. As we do not have a signature on the agreement or the renewal term, though we do have a phone recording of the verbal agreement, we have cancelled the Wellness Plan at no additional costs.