Banfield Pet Hospital

Complaint: [redacted]I am rejecting this response because:
thank you for explaining the details regarding how the contract works. The issue at hand, is the fact that I asked specifically when I needed to cancel the plan before the annual renewal and did so as instructed. The services were provided under year 1, which I paid monthly and in full. As explained by your employee, I had until the end of the month to cancel to prevent renewal. 
As a customer, I trusted the word and direction of your staff only to be held accountable for these charges.
As requested, I would like the renewed contract terminated with no financial obligation by me. I was told I could have this done if cancelled by the end of the month- please honor and support your agreement. 
Sincerely,[redacted]

As the wellness plans and authorization to provide care were signed by either [redacted] or [redacted] or both these are valid agreements and debts.

Complaint: [redacted]
I am rejecting this response because:The receptionist at Banfield clearly gave me misinformation when making the appointment one to two months in advance. She told me that the appointment she was booking was covered under the puppy plan. On the day of the exam when it was discovered that this was not the case I confronted the receptionist that day. The reply was that the original receptionist who made the appointment was new and did not know all the company's policies. If Banfield does not properly train its employees to fully know and understand the policies, how in good conscience do they expect the customer to read and understand every fine print detail that is attached to the policy? I feel the company is intentionally deceptive and does not verbalize very important facts to the customer up front in order to gain more business unethically.While they believe they may legally hold me responsible to pay the bill for $193.21, the company's lack of integrity and and disinterest in customer care or satisfaction is leaving many customers or ex-customers upset and heading for new veterinary hospitals. Had I read the reviews in multiple venues which give the company an average in the 2 star range, I would never have patronized this business. Had the company resolved this issue, I was going to quietly let it go. Now I will be spending extra energy to make sure I vehemently protest Banfield to anyone seeking a recommendation for a veterinary hospital. I would never want anyone to feel the outrage that I am feeling now. We live in a town where reputation and integrity is very important for a business and word of mouth travels very quickly. Banfield's lack of professionalism and unethical practices have left me very dissatisfied. Also the representative who wrote the response to the Revdex.com should have made sure to proofread it before sending it. The multiple grammatical and spelling errors in the response point to the company's disregard for professionalism.I reject Banfield's response.

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. 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.
Had the request to cancel the plan in April 2015 been processed to the appropriate team monies would have been owed on the plan in order to cover the services that had already been used. In this case, [redacted] had received services and discounts with a retail value totaling $865.69. Ms. [redacted] had paid $490.90 (7 payments @ $52.20) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan as of 4/28/2015 (the last date of service) would have been $261.00, the remaining payments.   As such we are unable to reimburse the payments made between May 5, 2015 and September 6, 2015.
However there had been no services used on the 2015-2016 plan recently cancelled by Ms. [redacted] and as such we have processed a refund for these payments in the amount of $103.80 (4 monthly payments @ $25.95) to the account on file. This refund should appear in the account within 3-5 business days. The monthly payments on the most recent plan were substantially less due to the removal of several ‘add ons’ from the previous plan (a surgical spay procedure and flea/tick/heartworm prevention.
We do apologize for any failure to notify appropriate teams of this cancellation request at the time it occurred. We hope that Ms. [redacted] and [redacted] are doing well.

Banfield is aware of Ms. [redacted] concerns and have spoken with her previously regarding this matter. Banfield did cancel and adjust off her Wellness Plan balance earlier this year when discussing the matter. We have asked the local Medical Director to again reach out to Ms. [redacted] as they spoke...

on or around April 23rd. Until Ms. [redacted] has spoken with the local field leadership regarding her concerns we must deny her demand for reimbursement.

Thank you for forwarding a copy of the complaint from [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.
[redacted] was seen on April 9th, 2016, presenting with ear...

irritation. He was diagnosed with an ear infection and prescribed medication to be given for a week. It was recommended that Mr. [redacted] clean [redacted]’s ears twice a week in addition to medicating. On May 2nd, Mr. [redacted] spoke with a veterinarian concerned that [redacted]’s ears were not fully healed. He stated it had been difficult to clean [redacted]’s ears. The veterinarian prescribed a different medication that was to be used once a day for a week. Mr. [redacted] was to contact the veterinarian if [redacted]’s ears were unchanged after that week.
On June 22nd, Mr. [redacted] called because [redacted]’s ears had not healed. He stated that he had just finished the previous medication. He was advised that the medication should only have lasted 2 weeks and there was not enough to have lasted 6 weeks with proper medicating of the ears. He had also been told to come back after a week if there was no improvement.
On June 24th Mr. [redacted] brought [redacted] in again. He was given the option of having his pet sedated and medicated with a medication that did not require the owners to apply it. [redacted] was sedated and this medication applied. Mr. [redacted] was advised at that time that if this medication did not work, [redacted] should be seen by a dermatologist.
On July 1st, [redacted] was presented for his second treatment of medication. This was the last visit to Banfield Pet Hospital.
It was 3 months after this last visit that Mr. [redacted] took [redacted] to the [redacted]. He would not make the records available so it is unknown what treatment was given. Mr. [redacted] was offered a refund of $104.53 as a Client Service Gesture.
This case has been reviewed by our Area Medical Director. It has been determined further refunds are not warranted.

Banfield OWPs are a package of itemized preventive veterinary care services available at a fixed cost, such as unlimited office visits, vaccines, exams, and dental cleanings. OWP clients also receive other non-preventive veterinary care at a discount. The OWP package of preventive care services is...

designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the OWP over a year with monthly payments or they can choose 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.
Ms. [redacted] plan renewed automatically from the puppy OWP to an adult OWP, per the terms of the agreement on April 13, 2017. When the appointment was scheduled and when Ms. [redacted] presented for the comprehensive exam and vaccines on April 24, 2017, the newly renewed OWP was active and therefore would cover all preventive care that was due. The local hospital did not misrepresent this fact as they did not know of Ms. [redacted] decision to not renew her plan. When she did alert the team to this they stopped the care and service at that time, however they had already provided a physical examination and blood work. They did cancel the new plan at no cost for Ms. [redacted] however the fees for the services already provided were valid and collectable. Mr. [redacted] was informed she no longer owed any monies for the OWP however she was not told that there was a zero balance for the services rendered.
The local hospital has attempted to discuss this matter with Ms. [redacted]. These are services authorized by Ms. [redacted] and provided in full by the hospital. The balance in collections is valid and will not be adjusted at this time.

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.  The business complied with my wishes, canceled my account and I owe no other money. 
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is will continue to go no where, but to agree.

Complaint: [redacted]I am rejecting this response because:
I was not contacted to bring him in. I'd first like to see proof of this. If you would like me to take this further I don't have a problem making this a legal matter (which will include the other previous issues). Your practices are unethical, you won't run a simple test for free which was being paid for, for 3 years and never received. I'm surprised you're  in need of another $40 to run a basic test rather than doing the right thing! Apparently you're fine essentially stealing money from me because I was unaware of services that weren't being used. Curious to go back and see what else I was cheated out of. If you're unwilling to give me what I'm asking, I suggest you come up with a compromise. 
Sincerely,[redacted]

Banfield is not, nor have we ever advertised ourselves to be a 24-hour facility or an emergency hospital however Banfield is a pet hospital. We do apologize for any misunderstandings regarding the plan, covered services and cancellation options. Banfield has, as a client service gesture, waived 4 of the remaining monthly payments for Ms. [redacted]'s plans. The amount owed to cancel the plan will cover the services already provided under the plan.
we are sorry we were not able to resolve Ms. [redacted]'s concerns to her satisfaction.

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 apologize to hear of the difficulties you have...

encountered. Mr. [redacted] was made aware on 6-21-17 that as a client service gesture the collections balance has been cleared and no other monies are owed on this account.

Per Ms. [redacted]’s request the castration “add on” was removed and her monthly payments were adjusted from the $57.20 to $32.45, which was reflected with the July 7th payment. The difference in the 4 monthly payments already paid was credited to the remaining balance owed on the OWP for plan services that have already been rendered. This means that Ms. [redacted]’s last payment on the wellness plan will be on 11/5/2017 rather than 2/5/2018. The services will continue to be available through the end of the agreement. As the difference in the payments was applied to the plan, there is not a refund available at this time.

Complaint: [redacted]
I am rejecting this response because: If we were to be technical about this, you're right I entered an agreement as told by your techs at banfield in north canton that [redacted]'s entropian surgery could be performed there and at a discounted rate. That was not the case. The amount of "services" provided do not equal out to be the amount you're requesting. I spent more than enough going else where to have the surgery operation performed by a different vet while you still wanted the monthly amount given to you as well which doesn't make sense. Banfield of North Canton was supposed to be my vet it didn't say certain surgeries weren't performed there. I was told everything would be handled there as we knew since he was a baby it was required and they were aware. The tactics used to get me to enroll in this plan were falsified. It's not accurate the terms you're speaking of we're not the terms explained to me and they were not listed in the agreement I signed. You're right you can't remove it from a credit report without you waiving the debt.  The surgery ended up costing me over 500 dollars elsewhere and the terms of his surgery were not negotiable. [redacted] should not have had to be in pain unless I wanted to neuter him which is not the vets decision that's cruel and I shouldn't have had to travel to a far away banfield to have the operation done if I did so choose to allow you to neuter him which the other vet office found was not your choice as well.  I was lied to and misinformed and the services of the plan were not provided. If I didn't receive what was negotiated why be responsible for it? On a personal level, in all honesty, how would you feel. Would you be satisfied? This is irrational and unfair and doesn't effect you at all. If you want to take this out on anyone, take it out on the north canton banfield and the lady who falsely provided me information at the time of enrollment and the vet at the banfield office who obviously is under qualified to perform the operation comfortably.

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. Mr. [redacted] filed a formal statement with the Client...

Advocate Team on December 15, 2015. Since that time, this case has been reviewed by the Chief of Staff of the [redacted] hospital, Dr. Raye T[redacted], as well as the Field Leadership whom oversee the hospitals within that region. Mr. [redacted] was awarded a refund in the amount of $284.72 on November 20, 2015 in an initial attempted by hospital leadership to address his concerns and this matter has since been discussed numerous times. The hospital leadership has indicated to Mr. [redacted] that no further resolution is warranted in this matter. This situation was also reviewed by the medical Director, Dr. Christopher A[redacted]. If Mr. [redacted] would like to discuss his medical concerns further, the local hospital leadership, including Dr.T[redacted], would be the most appropriate point of contact. Again, no further refund is warranted at this time.

Complaint: [redacted]I am rejecting this response because:  This was just a formal letter they give to everyone. That is why Banfields clients go through the same as I when they no longer want their shoddy services. I was told that I could cancel at anytime because when I said I would continue I was unsure of the company and services they give to adult dogs. THEY DID NOT SAY I WOULD OWE THE BALANCES IF I CANCELLED AFTER SERVICES!!!!!!!!  I stopped talking to them after their robotic customer service people respond from reading off a paper.
Sincerely,[redacted]

We apologize [redacted]. It does appear that the timing of the resolution offer and the cancellation to collections caused a error. We will have this removed to day, reported as "sent in error" and the balance waived. Since this was just reported to collection on 12/6/16 it would not have been reported to the credit bureau however we will ensure that this is corrected today.
Again we apologize for this matter and will ensure it is corrected today - we will be sending a letter to [redacted] confirming our actions.

Complaint: [redacted]I am rejecting this response because:
I am experiencing financial hardship.  The decision to utilize this service was my ex husbands years ago when we were married.  I would take all the animals in so therefore I signed all of the contracts.  He controlled the finances.  In mid April he terminated all funds and canceled all the credit cards.  He also has possession of [redacted].
I understand the terms of the contract but I am asking for some help due to my hardship.
This is going to court. but in the meantime I have no funds.  I am utilizing a credit card to cover the basic living costs and have taken on a room mate.  Currently I relied solely on support for my income.  From April 23rd on I am without income.  There is a court date scheduled in Mid June and a decision will be made then.  From there it shouldn't be too long before some sort of funds come my way.
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. We understand your pet, [redacted], is currently scheduled for...

an appointment on September 1st at 1:30 PM. We would encourage you to reach out to the local hospital at 717-795-8288 if you need to reschedule. Banfield makes every effort to remind clients of scheduled appointments in a timely fashion, alerting our clients to unexpected changes in our schedules as quickly as possible. We are sorry if that failed to happen in this case. Unfortunately we are unable to meet the desired resolution of refunding the cancellation fees with store credit.

Tell us why here...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.
Ms. [redacted] opted (mid plan year) to add in the 6- month Trifexis option in March 2017. When the OWP for Camillo auto renewed in June 20, 2017 the option renewed as well, per the terms of the agreement addendum (attached).
Although, when Ms. [redacted] checked Camilo in, for her preventive care appointment on August 17, 2017 (almost 2 months after renewal) two separate team members verified the OWP/Trifexis renewal once Ms. [redacted] checked out and the invoice was closed she advised the team that she no longer wanted the Trifexis option or even the OWP.
During additional conversations that afternoon a resolution was offered to Ms. [redacted]. Unfortunately, Ms. [redacted] was unclear as to her acceptance as she appeared to have changed her mind.
Currently there are 3 resolution options available to Ms. [redacted]:
(1) As previously offered, Ms. [redacted] may pick up the Trifexis at her local hospital and continue the plan as agreed.
(2) Ms. [redacted] may contact the local hospital to arrange the offered refund of $108.00. In this case Ms. [redacted] would opt not to receive the Trifexis and the monthly payments would continue as agreed.
(3) 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.
Ms. [redacted] must decide which of these three resolutions she would prefer and contact the appropriate party (local hospital or phone number noted above) to complete.