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.
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.
As a customer service gesture Banfield will cancel the OWP and refund the last three payments for a total of $59.85.

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. Several attempts were made to contact Mr....

[redacted] but there was no answering machine or voice mail to leave a message.  The medication was available and picked up.   Any additional concerns would be best addressed by the Leadership overseeing this location.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is Not satisfactory. BANFIELD should not be cancelling my plans unless they have contacted us directly. [redacted] was turned away and only because I called and complained is that they called my husband an hour later to bring her back.
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. 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 offer our condolences for the loss of Mr. [redacted]’s pet [redacted]. We were not notified of [redacted]’s passing so were not aware her Wellness Plan needed to be discontinued. As a client service gesture Banfield will waive the remaining balance owed from the services rendered and the plan for [redacted] will be cancelled. There will be no further collection attempts. Please accept our sincere condolences on the loss of [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, [redacted] received services and discounts with a retail value totaling $721.78. Ms. [redacted] has paid $319.50 (10 payments @ $31.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $63.90. [redacted] received services and discounts with a retail value totaling $647.97. Ms. [redacted] has paid $319.50 (10 payments @ $31.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $63.90. According to the agreements 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. Services were rendered appropriately and with Ms. [redacted]’s approval; any services paid for out of pocket were those not included in the plan package, however those services were subject to a percentage discount per the Wellness Plan agreement. No refund is warranted; the plans have been set for non-renewal. The last payments will be drafted on January 19, 2016. Copies of the signed agreements have been included for reference.

Thank you for forwarding a copy of the complaint from our client Mr. [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. The hospital has made multiple attempts to reach Mr. [redacted] since he brought his concern to our attention. We will ask that the hospital attempt to reach out 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 any and all client concerns, we do not feel that this avenue...

of communication is appropriate for concerns of this. This concern would be best addressed directly with the local hospital leadership, as pricing varies on a regional and local level based on numerous factors. We have passed on Ms. [redacted]’ concerns to the Woodlands hospital and we highly encourage her 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 address this matter.
Ms. [redacted] contacted the hospital and it was...

agreed that she would be reimbursed for the medication and ear swab from the July 11th visit.  This has been done. 
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 [redacted] received services and discounts with a retail value totally $445.32.  Ms. [redacted] has paid $181.65 (7 payments @ $25.95).  The remaining payments on the plan are $129.75 (5 payments @ $25.95).  According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Wellness Plan.
At this time the Wellness Plan has been set to not renew.  The balance can either be paid all at once and the plan cancelled immediately or the remaining Wellness Plan payments can draft as due on the 19th of each month and the plan would then cancel.

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 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 [redacted] received services and discounts with a retail value totally $450.54. Mr. [redacted] has paid $159.75 (5 payments @ $31.95). The remaining payments on the plan are $223.65 (7 payments @ $31.95). According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Wellness Plan. In an effort to resolve this complain, we are willing to waive 3 Wellness Plan payments ($95.85), leaving Mr. [redacted] a balance of $127.80. At this time the Wellness Plan has been set to not renew. The balance of $127.80 can either be paid all at once and the plan cancelled immediately or the 4 remaining Wellness Plan payments can draft as due on the 26th of each month and the plan would then cancel.

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] and [redacted] received services and discounts with a retail value totaling $479.58 and $445.63 respectively. Mr. [redacted] has paid 1 payment of $34.95 towards the services received for each pets. In this case amount owed to cancel the Optimum Wellness Plan is $384.45 for each plan. This would be the total of the remaining payments for the Wellness Plans. This amount is due since the retail costs of the services provided exceed the cost of the Wellness Plan. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. Until the client 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, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies. Due to the services provided under the plan we are unable to offer to waive this balance as it is due to cover the costs of services that were authorized through the signed authorization to provide care and utilized by the client under the Wellness Plans that were enrolled. Both plans have been set to not renew and will expire automatically at the end of the current plan year or once the remaining balance has been paid. If the client has any concerns regarding what services were provided they are able to request a copy of the invoice for their visit which contains an itemized list of the services that were provided from the Wellness Plan and the cost associated with each service.

Thank you for providing Mr. [redacted]’ response. In reviewing this matter, we see that the hospital has issued a credit to the client’s account in the amount of $37.95 for a future office visit. If Mr. [redacted] prefers, we can supply this refund via check, which can take two to three weeks to process.

Thank you for providing us with Ms. [redacted]' reply. In reviewing the matter, we have determined that the hospital management has provide Ms. [redacted] with a credit of $38.00 on her account as a one-time client service gesture. We now consider this matter resolved.

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]

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. Also as indicated in the agreement, if a 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 and any collection fees.
The OWP for [redacted] renewed for year 3 on July 10, 2016 (see attached agreement). On July 14, 2016 Ms. [redacted] reported that [redacted] had passed away. She was advised that as a client services gesture we would waive 4 of the remaining monthly payments however there were 8 monthly payments Ms. [redacted] would need to pay before we could cancel the plan due to the services used from the plan prior to [redacted] passing.
Ms. [redacted] stopped making payments on the OWP after October 5, 2016. The OWP was automatically cancelled on March 7, 2017, more than 120 days after the last payment was made. Pursuant to the terms of the OWP, Banfield is entitled the remaining payments of $234.75 and collections fees.

Complaint: [redacted]I am rejecting this response because:  The new plan deduction from my account should have been submitted to the bank on May 15,2015. This would have resulted in continued payments with no issues. Any dual request for payment in the same month, or in this case day, would be rejected as a protective procedure in place by the bank.     Since Banfield requested two monthly payments the same day, the second request was turned down. Plans run 12 months.....Why would I renew my plan in the 11th month. This was Banfields error as admitted by JP when she phoned to offer yet again a lower settlement amount. I do not understand this and feel I should not have to pay for their error.Sincerely,[redacted]

We are sorry for your recent difficulties scheduling and we appreciate you speaking with both the home office and the hospital leadership regarding these concerns. Our teams do make every effort to see our clients by offering drop offs and same day appointments. We are sorry if this did not occur...

in your case. We are working hard to address the lack of veterinarians the profession is currently facing and hope to have doctors established within the locations soon.

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]

The cost of the Trifexis add-on option is $108 and Banfield is already offering to waive 3 monthly payments (a total of $143.85) as a client service gesture. Banfield must decline the requested additional reimbursement.Ms. [redacted] may contact our Wellness Plan Relations (WPR) team at 888.649.2716 to accept a credit of 3 monthly payments on the OWP. In this case Ms. [redacted] would opt not to receive the Trifexis and would either continue the monthly payments as agreed or cancel the plan.

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 Pets.  We appreciate the opportunity to address this matter. We would like to extend our condolences to...

Ms. [redacted] for the loss of her beloved family member, [redacted]
While we understand Ms. [redacted]’s request the is specific to the pet designated on the agreement and cannot be transferred. We understand that Ms. [redacted] has already spoken to our Wellness Plan Relations Team regarding her cancellation options. If she has any additional questions she can reach the Wellness Plan Relations Team by phone at  888-649-2716 or by email at [email protected].