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. 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 $575.14. [redacted] has paid $230.65 (7 payments @ $32.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $164.75. According to the agreement 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details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement.

Complaint: [redacted]I am rejecting this response because: Banfield employee tell you one thing , but do another! I ask time and time agin when I went to Banfiels for my account not to auto renew. This is how this company treat disable Veterans , please don't use this company ! I will be taking this to JAG so no other military member or Veterans won't get stewed by this company ! Stay away from them, or they will rob you too! 
Sincerely,[redacted]

Banfield is not looking at this matter with empathy. I am asking for a full refund. Please resolve mstter as a new neutral nonprofit org under irs code and look at it from our perspective to resolve the matter. Banfield uses mom profit to improve image with A rating  and has upper hand as a paying member. I would hope you can assist neutral 
Complaint: [redacted]
I am rejecting this response because:

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 showing that the plan for Mr. [redacted] has been...

cancelled and there is no remaining balance. This was done on September 27th, 2016 by our Wellness Plan Relations team who spoke with Mr. [redacted] and a confirmation letter has been mailed to the client confirming the plan has been cancelled and there is no further remaining balance. The client should receive this letter shortly to have for their records.

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 resolve 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.After reviewing Ms. [redacted]’s Optimum Wellness Plan account we found that services were being utilized by someone that was not Ms. [redacted]. We have cancelled the Optimum Wellness Plan effective as of the date of this response. Ms. [redacted] is not responsible for any services provided after she attempted to cancel the Optimum Wellness Plan on 2/3/2017.As a customer courtesy, we have also refunded any payments outside of the cost of services rendered to Ms. [redacted] during her initial visit on 2/2/2017. This refund of $212.25 was processed on 8/30/2017.If Ms. [redacted] has any further questions are requires assistance in this matter, we encourage her to contact our Client Services team at 1-888-649-2716.

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. This concern has already been brought to our attention...

and we have reached out to the client directly. As a client service gesture, we have cancelled the Wellness Plan in question at no cost to the 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.

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 terms and conditions of the...

agreement for the plan signed by Ms. [redacted], a plan that remains past due for more than 120 days would be cancelled to collections. Under this plan [redacted] received services and discounts with a retail value totaling $853.39. Currently we are showing a collections balance of $743.40 due. This amount would be for the total of the 12 installments that make up the plan. Since the cost of the services provided as part of the wellness plan are divided into the installments that make up the plan year, the total due would be the installments a for the plan as the costs of services provided exceed the cost of the plan year itself. 
We are willing to work with the client and settling the collections balance due for $400.00 to cover the services that were provided as part of the wellness plan. We are unable to reinstate a plan once it has been cancelled but the client would be able to enroll on a new plan once any remain balance has been paid and all services would be available for use upon re-enrolling. The client can contact our Client Financial Services line to settle this balance (888) 448 4070. Upon paying this balance it would be removed from collections and the client would be free to enroll on a new plan should they wish to do so.

Although we greatly appreciate Mr. [redacted] reaching out to us via the Revdex.com we are already in communications with Mr. [redacted] regarding his concerns. The local hospital and field leaders are reviewing this matter and speaking with Mr. [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. This concern has been addressed directly with the...

Hospital Leadership overseeing this location. Any further concerns should be directed there.

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 these concerns to the hospital leaders and have asked that they follow up directly with Ms. [redacted] within 3 business days.

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.
The balance has been removed from collections and Mr....

[redacted]’s preferences have been updated to “Do Not Contact”. Any corrections or changes to [redacted]‘s credit report would be reflected 30 to 60 days after the correction or change is reported. Once a full 60 days have passed, I invite [redacted] to again check with the credit agency and, if there are any further questions, we encourage Mr. [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-0516.

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 these concerns them and their leadership. We appreciate any opportunity to resolve client complaints and will be communicating directly with Ms. [redacted] regarding 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.
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, 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.
Mr. [redacted] enrolled [redacted] on a plan on February 2, 2016. He contacted us on June 13, 2016 asking to cancel the plan as the pet had passed away. He was informed that the plan had been set to not renew however there was a balance owed to cancel. Payments began to fail with the July 5, 2016 payment. Several letters/emails and phone messages were left informing Mr. [redacted] of the account status and the pending collections action. Per the terms of the agreement the plan was cancelled and the remaining balance was sent to a third party collections agency.
This is a valid debt.

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.  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. We have already made attempts to contact Ms. [redacted] directly, leaving messages requesting call backs.
Unfortunately we have not heard from Ms. [redacted] regarding this matter. We are sincerely sorry for Ms. [redacted]’s loss. 
We believe this concern would be best addressed directly with the attending Veterinarian and hospital leadership. We are awaiting Ms. [redacted]’s so that we may discuss this concern and requested reimbursement.

Thank you for forwarding a copy of the complaint from 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.
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. Although, per the terms of the agreement no refund is due, Banfield has, as a client service gesture, refunded the May 2016 payment to the account on file.

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 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] was enrolled on the plan on March 8, 2016 on an Active Prevention level plan. On that day he received $1010.14 in services covered under the plan. Ms. [redacted] paid for the plan (membership fee and full year plan) and a discounted price for the pedicure, a service not covered under the plan.
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 more than the cost of the plan.  According to the agreement signed by Ms. [redacted] there would be no refund at this time.
The hospital leadership has offered to cover the costs related to the re-assessment of the liver values, however this offer was declined by Ms. [redacted] at this time. We would like to strongly encourage Ms. [redacted] to return communications to the local hospital leadership regarding the elevated blood values and communication concerns. We cannot at this time offer a reimbursement for the wellness plan as services used and discounts received exceed the monies paid into the plan.

We have included the local Field Leadership in our communications of your concern. We do ask that you provide them time to review your concerns and respond. We asked that they reach out to you within 3 business days.

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. The pet [redacted] was able to receive services that exceed the cost of the OWP. One final payment will draft and the plan will automatically cancel. The plan for [redacted] has been cancelled and no further payments will draft. As a courtesy the three payments paid into this unused plan have been refunded to the credit card on file. The credit card we have on file is listed under the name of [redacted].

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 Plans 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 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.
In this case, [redacted] received services and discounts with a retail value totaling $1304.56. Ms. [redacted] paid $341.55 (9 payments @ $37.95) towards the services received. The monthly payments stopped after the September 2015 payment and as the plan was on hold for over 120 days that plan was cancelled and the unpaid monies owed were sent to collections, per the terms of the agreement.
In this case amount owed on the Optimum Wellness Plan is $113.85.  Banfield made several attempts via phone and mail to discuss the account status and the outstanding balance. According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. We encourage Ms. [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-0516 to discuss payment options.