Banfield Pet Hospital

Complaint: [redacted]I am rejecting this response because:  When I signed up for the 12 month plan in 2014, I believed it was a 12 month plan.  I was told that it was a 12 month plan.  I was holding a 6 week puppy in my hands and trying to finalize payment.  I didn't realize Banfield would trick me.  I wasn't aware of the automatic renewal.  In September of 2015, during my last office visit, I made it clear to the vet and to the office staff that I did not want to continue this plan.  I feel that the automatic renewal is a deceptive business practice and I would like a refund any charges above and beyond the 12 months that I agreed to pay.  
Trickery and deceipt is not going to bring about loyal customers.  
Sincerely,[redacted]

I am still trying to dispute this charge for services by Banfield Pet Hospital in Newton, MA. I signed up for a pet insurance plan and was not provided with the details of the plan or cost of services until after the service was rendered. I paid over $100.00 the day of the visit and later when I attempted to pay the monthly bill had problems verifying the payment method and then the insurance plan was cancelled. Then Banfield wanted me to pay the remainder of the years payments even though the insurance plan was and would remain cancelled. My pet was 15.5 years old at the time and I have never paid more than $150 at any time at any vet period. This seems to be a scam that is now a mark on my credit report. My dog has since been laid to rest this past December. He was 16.5 years old and believe I took amazing care of him. I would like to remove this bill from my name and credit history. What should I do?Thank you,[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 understand that Mr. [redacted] has filed a formal statement with the Client Advocate Team regarding this matter, and that it was already forwarded to the leadership responsible for the [redacted] Township hospital and that they have since reached out to Mr. [redacted] to address this matter. We encourage Mr. [redacted] to contact the hospital directly for further assistance.

I thank everyone at the Revdex.com for doing your best to facilitate conversations between Banfield and myself.  Despite my pointing out previously that nobody on the Banfield side of these comments was identifying themself by name, they appear to have made a final communication, and once again have not left a name.  Based upon the response Banfield is providing, I can say the information in my notes is quite different from what they state they have on their end. 
Looking at their last notes they have indicated they train their team to have post-death-balance conversations usually a couple days after the death.  This did not happen.  In our case, as I indicated, this conversation happened in advance, and after.  We were told the amount we were paying that day was removing [redacted] from the payment system.  As I stated earlier, if Banfield will agree to clearly post signage in all of their stores how an animal death impacts the wellness plan, I will pay the amount they allege I owe (even though this clearly goes against what their own Vet team told us on multiple occasions).   We don't have any problems with the team at our local Banfield, and understand these charges are being generated from outside of our local store.  This feels like a deceptive sales practice.  Again, I'm only asking that the conversations between the local team correspond with what Banfield corporate is stating.  We have unsuccessfully tried to resolve this directly with Banfield, and this is why we have asked the Revdex.com for assistance.  We are thankful to the Revdex.com, and if this going to be the final communication with Banfield on this topic, I would politely request the Revdex.com to have the record clearly show this was not successfully resolved.
 
Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]

Thank you for providing Ms. [redacted] reply. All calls within Banfield Pet Hospitals home office are recorded for quality assurance, so the conversation between Ms. [redacted] and the associate in April of this year is on file in our archives. It is also the client’s responsibility, per the Optimum Wellness Plan Agreement, to supply Banfield Pet Hospital with all up to date contact and billing information. Ms. [redacted] is responsible for the debt, which has since been paid in full. This is our final response on the matter.

Complaint: [redacted]I am rejecting this response because:
I never saw the response from Banfield you included above in any of the messages sent to me by Revdex.com. This is the reason why I didn't response to Revdex.com, I was waiting for an answer and I was surprised Revdex.com just closed the case on me. The response sent to you by Banfield Hospital was the same response they gave me before I sent the complaint to Revdex.com but I see a difference in the pricing. As I mentioned in my original claim when tBanfield added the dental service in 2014 I used the service with no problem, however, they did not explained to me it was a part of a "new" agreement, they clearly explained it was "an addition that will cost me 10 more dollars per month". When I took [redacted] to her annual in 2015  two things happened. First, Banfield  did not warn me on a renewal which supposed to be in April. Please consider  that I have not stop paying the monthly fee for the past 10 years including the new dental fee since 2014.  I contacted them in August asking why I wasn't contacted when the renewal was due in April and they told me that a new system was installed and affected calling the customers as they used to do. Second, when I went for [redacted] appointment they informed me dental will not be able to be performed. They only did the vaccinations. My request was that if dental was only an addition, to please remove it from my billing so it will go back to my previous fee of $ 24. On the other hand, I see in your message that Banfield is now claiming that I owe $485.25 but if you divide this amount by 12 months (one year contract) will come to $40.44 per month which doesn't  match what I am paying, $34.95 per month. Besides, considering the renewal  being in April, 2015, adding up until november comes to $279.60 not $174.75. Furthermore, if you add up $34.95 by 12 months equals $411 not $485.25. This proves that they are not only overcharging but notice that they are not giving a clear explanation on what services they are claiming they are providing that elevates the cost to such amount. In conclusion, I still consider my request of clarifying  services, clarifying and perform a billing adjustment valid. On the other hand I will keep my position of Banfiled having very bad customer satisfaction and confusing information when selling their "wellness program". They have not contacted me after I send this complaint to Revdex.com and after 10 years of being a loyal customer they showed no interest at all on helping me or even trying. I can't even take my pet to another vet because I am still paying for a service that it hasn't even been performed. God forbid something else happens to [redacted] since they keep raising their prices with no services at all. I haven't even taken her there after her vaccinations in August because I can not imaging what will they come up with if I do. People needs to know, and I am standing up for them. I would appreciate keeping this case open until a fair, realistic, reasonable answer and billing adjustments are performed by Babfeild Hospital. Kind regards and thank you for your support.
Sincerely,[redacted]

Thank you for forwarding a copy of the complaint from our client [redacted] and [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 offer our condolences for the loss of...

[redacted]. We know how difficult it is to lose a beloved part of the family.
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 the plan ran from October 22, 2015 to October 21, 2016 and the payment on October 19th was the final payment due. In an effort to resolve this complaint, we will be refunding the last payment of $38.95. Again, please accept our condolences for your loss.

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 any opportunity to address client complaints and will be communicating directly with [redacted]...

regarding his concerns.  As Mr. [redacted] has escalated his concerns to the State Veterinary Board we cannot comment any further on this open investigation.

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 OWP services were provided to the pet on August 30, 2016 that exceed the cost of the plan the balance is still due. A refund is not due per the OWP agreement.

Complaint: [redacted]I am rejecting this response because: this was sent to collections with NO, ZERO, NILTCH attempts of contacting me. I have no problem paying what I owe, but again I asked for an itemized break down. What months do I owe for? If I pay I want this removed from my credit and collections.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: It is un aceptale .  now this place is calling me ms. And not Mr.  goes to show that they don't know the customers they have, and how to upset them even more. . 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.  We appreciate the opportunity to address this matter.
Ms. [redacted] enrolled 5 pets in wellness plan in 2015....

We are attempting to attach copies of the signed agreements along with the terms and conditions supplied to Ms. [redacted] at the time of enrollment. Wellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordable. 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 $720.51. Ms. [redacted] has paid $131.85 (monthly payments) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $415.55, the remaining payments. This plan is currently on hold for failed payments and is at risk of being sent to collections, per the terms of the agreement.
[redacted] received services and discounts with a retail value totaling $400.24. Ms. [redacted] has paid $264.65 (monthly payments) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $155.59, the retail difference. This plan is currently on hold for failed payments and is at risk of being sent to collections, per the terms of the agreement.
[redacted] received services and discounts with a retail value totaling $744.21. Ms. [redacted] has paid $244.65 (monthly payments) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $174.75, the remaining payments. This plan is currently on hold for failed payments and is at risk of being sent to collections, per the terms of the agreement.
[redacted] received services and discounts with a retail value totaling $662.31. Ms. [redacted] has paid $307.65 (monthly payments) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $219.75, the remaining payments. This plan is currently on hold for failed payments and is at risk of being sent to collections, per the terms of the agreement.
And finally [redacted] received services and discounts with a retail value totaling $848.89. Ms. [redacted] has paid $386.23 (monthly payments) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $204.16, the remaining payments. This plan is currently on hold for failed payments and is at risk of being sent to collections, per the terms of the agreement.
According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan.

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 different from 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 $645.16 under the Wellness Plan, whereas the cost of the plan years is 488.40 Ms. [redacted] has paid $228.80 (4 payments @ $57.20) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $259.60 which is the total of the 6 remaining payments of $32.45. As requested by Ms. [redacted], the neuter add on has been removed from the Wellness Plan and will no longer be charged as part of the monthly installments. The remainder of the payments are due in order to cover the services that have been rendered for [redacted] and we are unable to offer to waive this amount. Per the client’s request, the plan has been set to not renew and will cancel automatically at the end of the current plan year.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
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. 
Regards,
[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). Mr. [redacted] enrolled his pet [redacted] in a OWP on 2/13/16 during his pets first visit. He had a second visit on 3/13/16 which was also included under the OWP. During those 2 visit, [redacted] received services and discounts with a retail value of $543.76. Mr. [redacted] paid $40.95. Had Mr. [redacted] cancelled his OWP the day after the first visit, he would have been expected to pay the full retail cost of all services rendered as stated in the terms and conditions. Mr. [redacted] did not cancelled his OWP and stopped paying instead resulting in the OWP being sent to a third party collections agency. Numerous attempts were made to contact Mr. [redacted] to resolve this issue. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Wellness Plan. Mr. [redacted] currently owes $450.45 for services rendered under the OWP. This can be paid by contacting our Client Financial Services 888 448 4070.

Banfield is aware of Mr. [redacted] complaint and have been in direct communication with him and his wife regarding his claims. A full review of the medical care provided to all three of their pets showed that all medical care and recommendations provided by Banfield medical teams were...

appropriate. We have, as a client service gesture, waived the monies owed on 2 of the 3 Wellness Plans held by Mr. and Mrs. [redacted] for their pets. After these reviews and conversations with Mr. [redacted] we have determined that there is no cause for any reimbursements for care provided and Banfield will not be providing any additional client service gestures.

Subject: Re: [redacted]Has been 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. Thank you for your response and I accept the resolution offered by the company. I am not sure how another pet got on the plan but I leaving it at human error. Thank you to the Revdex.com for this resolution! Sincerely, [redacted]

We have received confirmation from the hospital that they have spoken with Ms. [redacted] regarding her account and have discussed her downgrade options. They have informed her that until the past due payments have been made they downgrade cannot be completed. Ms. [redacted] needs to pay the $40.95 owed on the current account before the hospital can proceed.

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.  Thank you for requesting the policy change. I will contact I.C. Systems again. Thanks again and have a great day