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 understand this is a difficult time for...

the client and would like to assist in going over the concerns regarding the Wellness Plan and the cancellation terms in an effort to address any balance remaining for the cancellation of the plan. 
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 $670.17 whereas the cost of the plan year is $323.40. Mrs. [redacted] has paid $269.50 (10 payments @ $26.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $53.90 which is the remainder of the 2 payments for the plan year. The costs of the services used under the plan exceed the cost of the plan year, therefore the cost to cancel would be the remainder of the Wellness Plan payments as it is less than the cost of the services that have been received. According to the agreement signed by Mrs. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. Currently the plan has been set to continue to draft the remaining 2 payments and will close automatically after the last installment is drafted but the client can also choose to pay the remaining 2 payments in full and have the plan fully cancelled at that time.

Complaint: [redacted]
I am rejecting this response because:I believe Banfield has unfair consumer practices.  The email on April 17, 2017 did NOT state "the account was currently behind 3 payments and this would need to bebrought current. If this balance was not brought current his OWP would be cancelled for nonpayment."  I have a copy of the email if needed.The answers keep changing.  I will be filing this complaint with my lawyer for further review unless this is resolved as I stated in my initial complaint to the Revdex.com.

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 directly with the attending Veterinarian who can better answer the client’s concerns regarding their pet’s treatment. We have passed on these concerns to the appropriate medical staff and they will be contacting the client directly in regards to these concerns.

Complaint: [redacted]I am rejecting this response because:
Here is the information the account is under:
Customer name: [redacted]
Dog name: [redacted]Sincerely,[redacted]

The physical examination was authorized and provided in full there for the charge for the exam was appropriate. Banfield will not be providing a refund in 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.  We appreciate the opportunity to address this matter.
 
As Ms. [redacted] and Mr. [redacted] have been informed...

Banfield cannot take monies paid into one plan and apply it to another. The plans for [redacted] and [redacted] were cancelled in September 2015 for failed payments. As [redacted] had received no services or discounts from the wellness plan her plan was cancelled at no cost. Unfortunately, as [redacted] had received $528.00 monies were owed on the plan. The plan was sent to collections per the terms of the agreement.
 
The account in collections is valid and will remain collectable at this time. We encourage Ms. [redacted] to contact ICS directly at 1-888-735-0516, or our team at 1-888-448-4070, to discuss payment/settlement options.

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 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.

Banfield would be happy to look into this matter but cannot locate a client file for Ms. [redacted] mother based on the information provided. We ask that Ms. [redacted] AND her mother contact us at 888-649-2716. We must speak with Ms. [redacted] mother (the account holder) to obtain authorization/permission to...

discuss the plan with Ms. [redacted].

Complaint: [redacted]I am rejecting this response because:  I checked all my voice mails and was not able to find a voice mail from this company as stated.  I'm still not able to get into contact with this company, not by mail or phone,  to resolve this matter. 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. 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 familiar with the medications and prescription in question. We have forwarded this concern to them and their leadership and requested that they follow up with the client within 3- 5 business days.

Thank you for forwarding a copy of the complaint from our client Mrs. [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 directly with the attending Veterinarian.  We have passed on your concerns to the hospital and field leaders and have asked that they reach out to you directly to discuss this matter.

Complaint: [redacted]I am rejecting this response because: I did not enroll my pets in a wellness plan over the phone. My pets see a vet closer to home. I only had my pets taken to banfield by a friend the one time because they needed their trifexis refilled and my pets were staying with that friend for a short period of time because I am a travel Registered Nurse and was completing a Travel assignment in North Carolina. I'd be glad to provide you with any additional information that you need to prove that I did not authorize my pets to be enrolled in a wellness plan.

We appreciate Ms. [redacted] reaching out to us through multiple avenues. We would ask that she please return the message left for her on July 3rd by the local hospital leadership who have expressed a desire to discuss and address her concerns.

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. Unfortunately, our clients do need to speak directly with...

the Wellness Plan Relations team for assistance with their plans, either to request cancelation or make changes. The Wellness Plan Relations team is available 6am to 5pm PST, or 9am to 8pm EST. These extended hours are in place to accommodate a wide range of client availability. We request that Ms. [redacted] please contact the Wellness Plan Relations directly for assistance at 888-649-2716.

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. Our thoughts are with you during this difficult time. Please accept our deepest condolences. 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. However, as a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost.

We are looking into the delay in communication Ms. [redacted] is experiencing. In the mean time we have elevated this matter to the area leaders and have asked them to reach out Ms. [redacted] directly.

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 apologize that you were...

dissatisfied with the experience you had with this hospital however as the local hospital did offer flea treatment for your pet, and as this was declined by you, Banfield will not be providing a refund for your pet's grooming service. Furthermore the medical examination and recommendations were appropriate for your pet, exam findings and presentation. We would encourage you to speak with the attending veterinarian team in order to discuss these findings and recommendations as soon as possible.

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, Brutus and Delilah received services and discounts with a retail value totaling $503.98 and $527.91 respectively. Mr. [redacted] has paid $167.80 (4 payments @ $41.95) towards the services received for each pet. In this case amount owed to cancel the Optimum Wellness Plan is $335.60 for each pet. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. Until Mr. [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement. If the payments are unable to be collected through the agreed method and go more than 120 days past due, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies. Attached are copies of the signed Wellness Plan agreements signed for Brutus and Delilah explaining the terms and conditions that govern the Wellness Plans that were enrolled. Both plans have been set to not renew and will automatically cancel once the plan year has ended.

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.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 Chief of Staff Veterinarian overseeing this location.  We have passed on your concerns to the hospital and we highly encourage you 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 rectify this matter. We are very sorry to hear of Mr. [redacted]’s loss. The March and...

April payments on [redacted] Optimum Wellness Plan have been refunded to the card on file. Mr. [redacted] should see the refund of $85.90 reflected in his account within three business days, dependent on bank processing.