Banfield Pet Hospital

We appreciate Ms. [redacted] reaching out to us directly on, or around, 8-4-17 via email, regarding her concerns. She was contacted on 8-4-17 and was informed that the medical care provided along with her stated concerns were being reviewed with hospital and field leadership and that someone would be...

following up with her once the review was complete. We understand that the weekend did cause a slight delay and we would ask that Ms. [redacted] allow time for the review to reach completion.

The offer was made in Mid-May to cancel [redacted] plan at a reduced cost of $107. This offer was made by the hospital leadership and therefore Mr. [redacted] will need to go into the hospital, as he has stated previously that he would, in order to make the agreed upon payment. The hospital will then make any additional adjustments needed to cancel the plan for **. The plan for Little Girl was already canceled at a zero balance on May 1, 2017

It is our understanding that the Medical Director spoke with Ms. [redacted] on 2/24 and discussed her concerns. It is also our understanding that the Medical Director offered to, as a client service gesture, refund the monies in question. This offer was accepted and the matter closed. No additional resolution will be offered in 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. 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 Ms. [redacted]’s concerns to the hospital and we highly encourage her to communicate with them directly regarding this matter; they will make attempts to reach out to the phone number provided by Ms. [redacted]. 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 $478.12. Ms. [redacted] has paid $128.85 (3 payments @ $42.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $349.27. According to the agreement, Ms. [redacted] 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. The services in question were rendered on December 30, 2015. A copy of the itemized invoice and the signed Authorization to Provide Services form that date have been provided for reference.

We have tried multiple time to attached the signed agreements however we continue to receive an error message from the system. We have emailed these directly to the rep.

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 Ms. [redacted]' concerns to the [redacted] 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, Ms. [redacted].  Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. 
To clarify Banfield did not refuse care, however due to the extent of Shadow’s injuries we did...

refer Ms. [redacted] to a board certified surgeon for the best outcome. Banfield has attempted to contact Ms. [redacted] directly on April 23rd and April 24th leaving messages requesting she contact us to discuss her concerns and the currently account balance.
Wellness Plans 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, Shadow received services and discounts with a retail value totaling $494.62 at the time of enrollment. Ms. [redacted] has paid $103.90 (2 payments @ $51.95) towards the services received. In December 2015 the monthly payments began to fail and per the terms of the agreement the plan was cancelled and the balance owed was sent to collections.
We encourage Ms. [redacted] to contact he hospital leadership regarding their messages and to discuss the care provided. Ms. [redacted] should also contact our Client Service Team at 888-448-4070 to discuss the balanced owed and possible settlement arrangements.

Complaint: [redacted]I am rejecting this response because: No your company is wrong, how why are you going to make the customer at fault that is not fair I pay my dues just because your computer states I didn't pay and I did why do I need to pay again the same balance? No your company is going to fix this problem, and I am not going to pay twice for a balance I already paid, either you get it fixed or I will continue to fight this until your company corrects the mistake, you pick.Sincerely,[redacted]

We have been speaking with Ms. [redacted] directly regarding her pet's post operative care. The neuter and hernia repair were completed appropriately and without complications. Afterward the hernia incision re-opened. This can ocurr if the pet is to active after surgery, an e-collar is not worn at all...

times or if the pet is allowed to lick at the incision. [redacted] was recently examined and treated at our Apple Valley location. It is our understanding that through conversations with the local hospitals this matter has been fully discussed, addressed and resolved. No refund of the original procedure was provided as it was completed appropriately. [redacted] was treated with staples and antibiotics for the wound re-opening. It is our understanding that he is recovery well and Ms. [redacted] will continue seeking care at the Apple Valley location.

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 pay up front for the entire annual cost of the OWP, or to spread the cost of the OWP over a year with equal monthly payments or they can elect to pay their plan in full.  For Mr. [redacted], a monthly payment was set up to be taken from a credit card belonging to [redacted] upon enrollment on the plan. Wellness Plans automatically renew at the end of each plan year because Pets need annual care. The intent to withdraw monthly payments and the automatic renewal are prominently displayed as part of the agreement Mr. [redacted] signed upon enrollment.
We do not have any evidence that this client, [redacted] intended to cancel this Wellness plan, therefore it has renewed as per the signed agreement. A copy of this agreement is included. 
We are willing, as a client service gesture, to absorb the cost of this collections balance. 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 [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-0516.

Banfield has addressed this matter fully through the Attorney General.Banfield Optimum Wellness Plans (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.  A client can cancel an OWP at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the OWP less the amount of monthly payments made or (2) remaining monthly payments due under the term of the OWP.   [redacted] and [redacted] received veterinary services from the plan with a total retail value of $766.21 ($365.70 and $400.45 respectively) and you paid $335.40 ($167.40 per plan) towards these services. As you authorized and received services and discounts from the plan that far exceed what you have paid towards those services Banfield must decline the requested refund.

[redacted] contacted us over two days to discuss and complete enrollment (12/2/15 and 12/3/15). These call recordings are being pulled as either [redacted], or someone acting as [redacted], paid for the enrollment and set up the monthly payments using a MasterCard in [redacted]'s name and provided all valid account information for verifications (address, phone number, account and credit card information). In fact at the time of enrollment [redacted] was the only owner and authorized user however on 12/9 her information was updated to reflect a new co-owner, [redacted]. This co-owner was the one to bring the pets in in December and January and use services from the plan.
[redacted] had paid 11 or 12 payments prior to contacting us to seek cancellation with the claim that she did not enroll. If [redacted] feels she has been a victim of identity theft we highly recommend that she contact her bank and the local PD.

Although the agreement clearly states that all wellness plan services are to be performed during drop off appointments we do are best to accommodate our client's wishes to the best of our abilities. We are not always able to do so however.
 
We are sorry we were not able to address and resolve this matter to your 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.
Per our records we are showing the plan for [redacted]...

was cancelled on September 24th of 2016 due to nonpayment. Under the terms and conditions of the Wellness Plan, the plan was cancelled after being more than 120 days past due and was referred to a third party agency for collections. Since the plan has now been cancelled for non-payment we cannot provide any remaining services unused in the Wellness Plan.
 
The balance has since been paid and there is no further amount due. The client is able to enroll on a new plan for [redacted] without paying the membership as long as it is enrolled within 90 days of when the previous plan was cancelled on September 24th

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.  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. Wellness Plans also provide discounts to all non-Wellness Plan Banfield services except: flea, tick and heartworm preventives, vitamins, therapeutic diets and any PetSmart services or merchandise. Wellness Plan discounts vary from 5-20%, depending on plan level.
These annual 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 $369.91 and [redacted] received services and discounts also totaling $369.91
Mr. [redacted] had paid 9 payments on each plan, however in April 2015 the payments began to fail. 17 separate attempts were made to contact Mr. [redacted] between May and August 2015 regarding the unpaid balance for services provided under the plan. We spoke with both Mr. and Mrs. [redacted] several times as a result of our calls, letter and/or emails. The terms of the agreement, services used and balance on the plan were discussed during many of these calls.
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. 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.
This is a valid debt and it was reported appropriately to the collection’s agency and credit bureaus.

Complaint: [redacted]I am rejecting this response because:As I understand they can not refund me that still does not solve ANY of the issues I had with them when I was a client nor does it help the situation I was put in. This membership or what not I had with them was more of a headache then it was worth. Not only do they have horrible customer service, the ladies up front have no clue what on earth they are doing. The vet service area has never looked clean and always smelled like pet pee. So not only do they not know what on earth they are doing the place is very unsanitary. Sincerely,[redacted]

Attached is the bill for the full amount from the collection agency, and also, notes from [redacted] medical records showing that Banfield agreed to a lesser amount.  
Again, in response to Banfield continuously speaking about how the Wellness Plan works, that was clearly not the issue, they agreed to an amount and they did not correct it.  
 
Thank you,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  we paid nearly $800 for services inclusive of a urinalysis that would provide us with the specific makeup of our cat's bladder stone.  Now, rather than telling us that the test results are not in, hospital leadership tells us the tests (which we we're charged for) have not been performed.  Hospital leadership has refused to deal with this issue, and just like this response, all inquiries into the lack of paid for services are being shuffled to other people.  This is clearly an attempt by banfield to frustrate me to the point of giving up, and throwing away my $800.  
Sincerely,
[redacted]

Banfield has attempted to communicate with Ms. [redacted] in person, repeatedly, in order to discuss her concerns and prevent this continuous back and forth. Although Ms. [redacted] did speak with a representative on 9-20-16 regarding her concerns she continues to be unsatisfied with the resolution reached in September 2015. [redacted] was presented to us July 30, 2015 with a reported urinary issue after having been reportedly rescued 6 months prior. During the exam it was noted that [redacted] had moderate dental calculus, gingivitis and worn teeth, along with signs of a UTI. The Optimum Wellness Plan (OWP) was presented as an option to help dilute the cost of the recommended bloodwork and diagnostics recommended that day for the suspected UTI. [redacted] was presented again on August 6, 2014 for a recheck. At that visit [redacted] continued malaise and possible causes along with additional diagnostics to determine the cause. [redacted] presented again on August 14, 2014 for a weight re-check and to continue discussing possible causes of her malaise and weight loss. It was at this visit that the first signs of heart concerns were noted. An EKG revealed a sinus arrhythmia and the possibility of acute respiratory arrhythmia or the beginnings of sick sinus syndrome were discussed. The doctor discussed that [redacted] may have an increased anesthetic risk and that although we would use a special protocol to mitigate these risks we would recommend a referral to a cardiologist prior to any anesthesia. We did not see [redacted] for the recommended follow up nor hear from Ms. [redacted] until November 4, 2014 when she called wanting to downgrade her plan. Although reminders for care and scheduled appointments were made through June 2015 with no return call from Ms. [redacted], we do not show that her request was ever addressed in 2014 – this ultimately is what led to the settlement/resolution offer below. On July 7, 2015, Ms. [redacted] called to speak with the Practice Manager. After discussing the prior visit and the conversation regarding the possibility of increased anesthetic risks and the recommended diagnostics, Ms. [redacted] indicated she wanted the plan cancelled and no longer wanted to utilize the remaining services on the plan even after noting that, per her complaint, the heart irregularities had resolved. Ms. [redacted] was informed that there was an outstanding balance on both of her pets’ plans and that would need to be paid prior to, or upon the cancellation of the plans. Unfortunately Ms. [redacted] became verb[redacted] aggressive, using inappropriate language and disconnected the call. Ms. [redacted] was contacted on July 9, 2015 to discuss her concerns again. She requested to speak to someone ‘other than’ the Practice Manager so the Chief of Staff made multiple attempts to reach Ms. [redacted] finally speaking with her on July 22, 2015. Ms. [redacted] was reminded that as many of the services had already been provided from the plan there was a remaining balance owed, pursuant to the terms of the agreement she signed at enrollment. At that time, Dr. C[redacted] offered to cover ½ of the remaining balance on both [redacted] plan and on [redacted] plan, as a client service gesture for the difficulty Ms. [redacted] was having in communication with the teams. Unfortunately, as the monthly payments for [redacted] and [redacted] had been left unpaid for several months the plans auto-cancelled to collections before Dr. C[redacted] offer could be honored. As this is an automated/computerized process it was not caught until Ms. [redacted] brought it to our attention on September 18, 2015. It was explained to Ms. [redacted] that we were not able to waive the agreed upon balance UNTIL she paid her portion. The team repeatedly verified the balance Ms. [redacted] owed 122.33. 1 year later Ms. [redacted] reached out again demanding to know why the balance on her account showed the full amount of $244.65. She was again reminded that until she paid the agreed upon balance on 122.33 we would not be able to waive the remaining amount. On September 14, 2016 after Ms. [redacted] came into the hospital she was provided a statement showing she owed the agreed upon $122.32. Ms. [redacted] indicated in her complaint that Banfield refused to downgrade her plan. Pursuant to term #6 in the attached agreement plans may only be downgraded at the time of renewal. As services had been used from the plan there would have been a cost associated with any mid-year downgrade, if possible, and/or early cancellation. In her complaint Ms. [redacted] indicates that she feels her account should never have been sent to collections, however as the plan was on hold for multiple failed payments, pursuant to the terms of the agreement, Banfield had the right to submit the monies owed on the plan to collections. Ms. [redacted] indicates that she was bounced between teams, departments and agencies for “almost 2 years” however Ms. [redacted] was repeatedly informed that Banfield was honoring the offer to waive/pay 50% of her balance but would require her to pay the agreed upon amount first. As of the date of this response she has failed to make payment on the agreed upon amount of $122.32. Contrary to Ms. [redacted]’s complaint she has spoken with our financial team several times and they have all told her the same thing: Also Contrary to the complaint Banfield did contact Ms. [redacted] regarding this matter before the plans were sent to collections and after. We have been very upfront with our resolution offer and our promise to honor this offer both verbally and in writing, in the form of the medical records available to Ms. [redacted] at any time. This debt was not wrongly reported. This is a valid debt. Banfield offered to waive a part of the balance owed on the plans, or in other words “settle” the debt. Until Ms. [redacted] pays the agreed upon balance we cannot report the debt as being satisfied and reflect as much on the credit reports. We feel as though we have addressed Ms. [redacted]’s concerns however if we have missed a point please let us know. We would gladly provide a copy of the medical notes noting all communications with Ms. [redacted] should that prove useful as well.

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 $350.83. Ms. [redacted] has paid $155.70 (6 payments @ $25.95) towards the services received. Ms. [redacted] states that she cancelled her Optimum Wellness Plan in February of 2015, and states that she had contacted Banfield by phone and by mail to inform them of her move and her cancellation request. We have no record of having received contact from Ms. [redacted] in February of this year either at the local hospital or corporate level. We did receive notice from Ms. [redacted] in July that she had requested her plan be cancelled, and at that time it was set for non-renewal due to the pending balance. A response was issued via letter, however it is not clear that the correct address was on file to submit the response. We have no record of having received communication from Ms. [redacted] by phone, although numerous attempts were made to contact her by Banfield Pet Hospital regarding her missed payments. 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.