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.
 
According to the medical records the terms and conditions of the agreement were discussed at the time of enrollment and a copy of these terms/conditions were also provided in writing.
 
As multiple attempts to contact were made via phone and letter with no reply the plan was cancelled to collections, per the terms of the agreement.  [redacted] has been informed by the local hospital and support teams to contact us to discuss possible settlement of the overdue balance.
 
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 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.
Wellness Plan services are provided at deep...

discounts under an annual that 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.
Ms. [redacted] contacted us on February 19, 2015 indicating the re-homing of [redacted]. Ms. [redacted] had received $563.30 in discounts and services and at that time had only made 1 payment of $38.95 towards the plan. She was informed at that time the amount owed on the plan was $428.45 or 11 more payments at $38.95.
Banfield continued to withdraw the monthly payments, per the terms of the agreement, until July 2015 when the payment was refused by the bank with a notice that the authorization of monthly auto-payments had been revoked by the account holder.
Banfield began to contact Ms. [redacted] on July 25, 2015 via both phone and letter. Between 7-25-15 and our final contact attempt on 10-5-15 Banfield sent 5 letters to the address on file and completed 2 messages to the phone number on file.
The plan was cancelled and the monies owed were sent to collections, per the terms of the agreement, in November 2015. As this is a valid debt that was reported appropriately we cannot remove it from Ms. [redacted]’s credit report at this time. This is a valid collectable debt.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this initial resolution is satisfactory to me. We will expect to hear from the local Banfield by next week.Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:
it does not resolve the complaint.  In fact this is their general billing and inquiry phone number.  The representative  (April)  did not know how to handle and could not provide a solution.  She merely repeats what we already knew and could offer no solution to the situation.  I found out through this conversation though even more disturbing information about ban field practices.  Apparently my mothers plan was ending on February 8th.  She says when she called for an appointment they could not fir her in until the 9th.  This appears to me to be a practice used to secure plan renewals and force you into an exoboirant pet visit.
 
my mother name is [redacted] and had a wellness plan for [redacted].  Her client ID [redacted].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 an effort to provide convenience for...

the client we offer the opportunity to auto draft the payments for our wellness plans through banking information provided by the client. In some instances client banking information is updated automatically by financial institutions for merchants with reoccurring information. In this instance it appears Ms. [redacted] has provided us with the expiration date for her card information on a few occasions which we have saved but a different expiration date has been automatically provided by the financial institution that the payment device pertains to.
Seeing as this is an automated process handled by the card issuer we would advise that the client contact the financial institution that has issued the payment device to look into this further.

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 having difficulties locating the recent visit...

Mr. [redacted] referenced. The last visit we find under Mr. [redacted] name is dated March 31. We would like to ensure that Mr. [redacted] concerns are reviewed and addressed by the appropriate individuals and as such we request any additional information that may help us locate his recent visit (additional client name, phone number on file, etc.).

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 and Banfield has the right to retain all monthly installments made. We received no notification that Ms. [redacted] wished her plan to end after the first year.
In an attempt to resolve this concern we will refund the 4 months of installments paid for a total of $143.80 (4 months @ $35.95)

Complaint: [redacted]
I am rejecting this response because:
So, even though the vet at the location is obviously under qualified and wouldn't perform the operation they told me they would and at a discounted 10% rate and for some reason after reviewing the website enrolled me in the plan with neutering included when I told them I didn't want him neutered I had a male and female for a reason which would've been cheaper I don't understand. I was misinformed and led the wrong direction. I'm in sales myself and I know if I say something misleading to a customer to purchase or sign an agreement the employee is held liable for the action. I understand what the agreement says and what I signed I have a copy of it. I just don't understand being told I would have to drive to Youngstown to have my operation performed on top of that if and only if I got him neutered which they knew I didn't want done... yet I was enrolled into a neuter plan like that was their intentions the whole time.  I was unaware there was a plan without the neuter option.  I shop at pet smart consistently I have nothing against pet smart or banfield at all it's a great program if everything were to be explained correctly and held to their word on what is offered.  I have an English bulldog puppy that I'm scared to take to my local banfield location because the vets don't seem comfortable doing quite a bit there. The next closest one is over an hour away.  After being told that would you still be comfortable as to feeling you have a "go-to" vet ? Does the situation, being you're the corporate location not raise an eye brow at all knowing this is what happened at the location at all? I just don't like that I was lied to, and didn't feel comfortable continuing taking my dog there.  If the other location weren't so far, I would have more than happily went to a different location.

Our deepest sympathies and thoughts go out to Ms. [redacted] and her family over the loss of her beloved companion, [redacted]. After reviewing Ms. [redacted]'s concerns we have cancelled [redacted]'s OWP and have waived all remaining balances.

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 $441.89 after the Optimum Wellness Plan’s February 20th renewal. This balance is in reference to services provided to [redacted] with Ms. [redacted]’ authorization on June 2, 2015; a copy of that invoice and the signed Treatment Plan have been included for reference. Ms. [redacted] has paid $323.40 (12 payments @ $26.95) towards the services received. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. Please note that the Optimum Wellness Plan agreements require our clients to also initial their understanding that these plans automatically renew at their anniversary date. This signed and initialed agreement has been included for reference. No refund is currently owed or warranted per this agreement.

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 for any reason (including transfer of ownership) 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.
At this time the services/discounts used from the plan far exceed what has been paid in to the plan. At this time the cost to cancel the OWP to $144.75, the remaining 5 payments. The remaining cost may be paid monthly or paid in full to fulfill the agreement and cover the cost of services provided for the pet.

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. All calls within Banfield Pet Hospital’s home office are...

recorded for quality assurance. The call Mr. [redacted] references was pulled and listened to. At no point had Mrs. [redacted], the caller, inquired about vaccines or services due for her pet. Those questions would have been referred to the clients’ home hospital: [redacted] in Cincinnati, OH. Wellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordable. Wellness Plan services are provided at deep discounts under an annual agreement. [redacted] Optimum Wellness Plan had renewed on June 2, 2015. Mrs. [redacted] called to cancel the plan on June 16, 2015. No payments were drafted from Mr. [redacted]’s account since the plan had renewed, and therefore he was not owed any services from that plan year. On the prior plan year, dated June 2, 2014 to June 2, 2015, [redacted] received services and discounts with a retail value totaling $813.34. Mr. [redacted] has paid $395.40 (12 payments @ $32.95) towards the services received. [redacted] anniversary date for the Optimum Wellness Plan was June 28, 2015. When Mrs. [redacted] called to cancel [redacted] plan, [redacted] received services and discounts with a retail value totaling $902.03. Mr. [redacted] has paid $395.40 (12 payments @ $32.95) towards the services received. Mr. [redacted] had until June 27, 2015 to use any remaining services left on this plan. Services do not roll over from one plan year to the next. At this time, no refund is due. Copies of the signed Optimum Wellness Plan agreements have been included for reference.

Thank you for providing Mr. [redacted] response. In reviewing the information, Mr. [redacted] concerns had been forwarded to the hospital management and leadership responsible for the Scottsdale, AZ hospital off of [redacted]. We have it on file that the hospital management had resolved the matter as of July 9, 2015.

Thank you for providing Mr. [redacted] response. As previously discussed, [redacted] received services and discounts with a retail value totaling $496.91. Mr. [redacted] has paid $0.00 towards the services received. The total cost of the Optimum Wellness Plan package is $407.40. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. Multiple attempts were made to reach Mr. [redacted] prior to the plan being terminated and sent to collections, in an attempt to discuss the balance owed. Mr. [redacted]’s account was cancelled to the third party collections agency,[redacted], as of December 11, 2014 for non-payment, per the terms of the signed Agreement. 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. This is our final response on this matter.

Complaint: [redacted]I am rejecting this response because:
I never received the mentioned notice from the 'Third Party'
If you are assuring that the 'Third Party' sent me a notification of the increase and explanation; please forward a copy of the notice that the "Third Part' sent me stating the increase and explanation for the increase. 
After contacting the 'Third Party' and you found that no notification was sent; please adjust my account back to the initial monthly amount of $40.95, less the $2 increase, which begun in October 2015.  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 and clear any concerns for the client. The client’s pet...

“[redacted]” is currently enrolled in our Essential Wellness plan level which has the monthly amount of $32.85. This monthly installment is set to be drafted automatically on the 5th of every month from [redacted] card. The January installment was submitted on January 5th, 2017 but was declined by the client’s financial institution. The payment was resubmitted on January 12th, 2017 and a $20 resubmission fee was applied due to the payment being declined on the first attempt, as is outlined in the Wellness Plan terms and conditions signed by [redacted]. This would have reflected a total amount of $52.85 that was charged on the 12th as it included both the monthly payment and fee. For this occasion we are able to refund the $20 resubmission fee as a courtesy for [redacted] and offer to waive the February installment for [redacted]’s plan in an effort to resolve this concern for the client. We would certainly recommend [redacted] contact his financial institution to see why the transaction was declined on January 5th. The Wellness Plan currently active is an agreement for 12 months and currently shows there would be a balance due for $229.95 to cancel the plan due to services that have been used. For more information on cancelation policies [redacted] can contact our Wellness Plan Relations team at [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. We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter. We have been made aware that the hospital  leadership team has made multiple attempts to reach our client.

Complaint: [redacted]I am rejecting this response because: I am experiencing financial hardship.  I am taking actions to receive funds from my ex husband in this matter but have to wait until a court date.  I was left with no funds and am maxing out my credit cards.  June 12 there is a court date and support should commence shortly there after.  I can start making payments once I receive funds and pay for both contracts, even though my ex has dog.  All funds were cut off unexpectedly,  I am asking Banfield to work with me.Sincerely,[redacted]

As the final 3 monthly payment, per plan, were unable to be withdrawn per the terms of the agreement that plan was cancelled and the unpaid balance was sent to a third party collections agency in August 2015.  The balance is simply the final 3 payments per the terms of the agreement for services rendered. We have attempted to attach copies of the invoice for services and the authorized agreements however the attachment is too large and continues to be rejected. We are attempting to do so again.
This is a valid debt and it was reported appropriately to the collection’s agency and 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. 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 $418.31. Mr. [redacted] has paid $155.70 (6 payments @ $25.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $155.70. This balance is in reference to services provided on June 26, 2015. A copy of the itemized invoice from that visit has been included for reference. 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.
 
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