Banfield Pet Hospital

Thank you for forwarding a copy of the complaint from Mr [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

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 PetsWe 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 cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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, Banfield is entitled to a $NSF fee for payments not processed due to client’s insufficient fundsIt also states that if a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until the client pays all amounts dueHowever, if a monthly payment is past due for days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments via a third-party collection agencyBanfield is entitled to collection costs if member fails to make payments [redacted] was enrolled on an OWP on December 24, Ms [redacted] elected to pay for the plan monthlyWe have provided a copy of the signed agreement Ms [redacted] stopped making payments on the OWP after January 26, The OWP was automatically cancelled on July 10, 2016, more than days after the last payment was made 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 reportAs this was a valid debt it was reported appropriately we cannot remove it from [redacted] ’s credit report at this time

Complaint: [redacted] I am rejecting this response because:I have followed up with the staff and the management team and the doc was unappologtic and hostel and in no way showed responsibility for their actionsI will continue to Persu this matter because of the damage they caused to my dog who continues to receive treatment because of their negligence Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]

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

As the records indicate the local hospital team did provide Mr [redacted] with options to have the pet seen that same day/morning and did not, as he indicates, refuse to provide care or see [redacted] we will not be reimbursing him for services he had provided elsewhereFurthermore as services received from the plan exceed the amount paid into the plan there would be no refund, pre the terms of the 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 PetsWe 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 cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 OWPAs 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 dueHowever, if a monthly payment is past due for 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, He contacted us on June 13, asking to cancel the plan as the pet had passed awayHe was informed that the plan had been set to not renew however there was a balance owed to cancelPayments began to fail with the July 5, paymentSeveral letters/emails and phone messages were left informing Mr [redacted] of the account status and the pending collections actionPer 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 [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsAlthough 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 natureThis concern would be best addressed directly with the attending VeterinarianWe 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 affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 awayIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $42.95) towards the services receivedThe amount owed to cancel the Optimum Wellness Plan is $According to the agreement, Ms [redacted] is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil Ms [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementThe services in question were rendered on December 30, A copy of the itemized invoice and the signed Authorization to Provide Services form that date have been provided for reference

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 PetsWe appreciate the opportunity to address this matterWe have been made aware that leadership for this hospital has reached out to our clientWe highly encourage our client to continue 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 PetsWe appreciate the opportunity to address this matterWe understand your pet, ***, is currently scheduled for an appointment on September 1st at 1:PMWe would encourage you to reach out to the local hospital at 717-795-if you need to rescheduleBanfield 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 possibleWe are sorry if that failed to happen in this caseUnfortunately we are unable to meet the desired resolution of refunding the cancellation fees with store credit

Ms [redacted] enrolled her pet, ***, on the plan over the phone and verbally authorized the terms and conditionsEach term was reviewed over the phone during the enrollment process including the 12-month term and the automatic renewalWhen she presented to the hospital for ***'s first exam under the plan she was given a printed copy of the terms and agreements with her invoice and discharge instructionsAs Ms [redacted] originally enrolled on August 12, the plan auto-renewed on August 12, per the terms Ms [redacted] agreed to via phone enrollmentMs [redacted] is fully aware that the plan renewed for an additional month terms as she received services from the renewed plan on September 9, She also contacted the Wellness Plan Relations team on November 7, where she was reminded of the terms and conditions for the plan and of the balance owed to cancel the planThe hospital has attempted on 2-separate occasions to contact her and discuss her concerns with both the recent exams and the Wellness Plan, however Ms [redacted] has yet to return their callWe have included the original OWP Agreement for referenceOrdinarily, the client’s signature and initials would be captured on an electronic pin pad in the hospital, for the full agreement and the specific automatic renewal term respectivelyHowever as previously noted Ms [redacted] conducted a phone enrollment and a verbal agreementAs we do not have a signature on the agreement or the renewal term, though we do have a phone recording of the verbal agreement, we have cancelled the Wellness Plan at no additional costs

Complaint: [redacted] I am rejecting this response because: The account was under the name of [redacted] , the pets were [redacted] and [redacted] Her phone number is [redacted] I called in August requesting that my credit card not be charged since these are not my pets and my daughter no longer had the dogs and would not need the servicesMy daughter has a brain injury and could not keep the petsNo services were used by BanfieldI told Banfield not to use my credit card for auto billing and I cancelled my Sears Mastercard which Banfield continued to use the new number each month including December I would like my money refunded for July, August, September, October, November and December and account cancelled and to stop billing my credit card without my permissionI never once gave permission for my credit card to be billed by BanfieldSincerely, [redacted] and [redacted]

Thank you for providing Ms [redacted] ’s replyWe apologize for the misinterpretation of her original statementOur records indicate that Ms [redacted] has since been issued a refund in the amount of $in response to her concerns regarding the poor service provided by a Banfield representative over the phoneWe consider this matter now resolved

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 PetsWe appreciate the opportunity to address this matter To euthanize a Pet is a difficult decision and our hearts go out to Ms [redacted] and her family during this difficult time Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 basisAlso, 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] originally enrolled her pet, Finnegan, on January 13, Per the terms of the agreement the plan renewed on January 13, From the time of renewal through the date of this response Finnegan received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $47.95) towards the services receivedAnother monthly payments were waived as a client courtesy on April 12, The monies owed on the OWP, for services already provided, at this time is $287.70, the remaining monthly payments

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 PetsWe appreciate the opportunity to address this matterWe are very sorry to hear about the loss of your beloved pet, ***Our thoughts are with you during this difficult timePlease accept our deepest condolencesBanfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 OWPWe have since reviewed the services that had been provided from this current OWPAs a client service gesture Banfield will be waiving the current balance and cancelling the plan at no further cost, however we will not be able to honor the request of a full refund

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 PetsWe appreciate the opportunity to address this matter The Wellness Plan active for Ms [redacted] is an annual plan in which the cost is divided into installmentsThe plan for [redacted] was set to renew on the 20th of February with the 12th installment coming out on the 19th of FebruaryIn this case, however, the plan was renewed early on the 15th of February in order to be able to utilize the services from the new plan year at the February 15th visitIn order for the plan to be renewed early it was necessary to collect the remaining 12th installment which was paid at the visit by Ms [redacted] to complete the plan yearSince the payment date is set for the 19th of every month, first installment for the new plan year was taken on the 19th of February for the new plan year We apologize for any confusion caused by this and would like to offer to waive the March 19th installment of ***’s Wellness Plan for Ms [redacted] in an effort to resolve this concern for the clientThe client will not have any payment drafted in March for this plan and will resume in April on the 19th as scheduled

As the balance owed for the plan is valid and collectable per the terms of the agreement we would encourage Ms [redacted] to contact us at 888-448-to discuss settlement/payment options

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 Optimum Wellness Plan offers the option to add the Trifexis heartworm prevention as part of the plan and spread out the cost of this product with the monthly payments of the Wellness Plan instead of paying upfrontIn the event that this product needs to be removed, the client would be responsible for paying the cost of the product used minus the amount paid in towards the productIf the amount paid in covers the cost of the product used or there has been no product used then the option can be removed at no costAny unused product would be lost upon removal from the Wellness Plan options The Trifexis was removed from the Wellness Plan on April 29th per the client’s request at no charge since no product had been utilizedThe additional amount charged for the Trifexis will no longer reflect on the remaining monthly installments beginning with the payment for MayPer the terms and conditions of the Wellness Plan agreement, any unused Trifexis is no longer available for use once this option is removed Should the client have any further questions or concerns they can contact our Wellness Plan Relations team at (888)

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 PetsWe appreciate the opportunity to address this matterWe do acknowledge the email received on November 14, regarding the inquiry into a recent charge for $on her accountMs [redacted] was directed to contact a representative directly as we could not discuss specific financial information until the identity of the client was verified and verbal or written authorization from the client is providedWe acknowledge that there can be a long wait at times to reach a representative and we apologize for any frustration or inconvenience this may have causeMs [redacted] has pets enrolled on Wellness Plans (OWP) through Banfield Pet Hospital and all plans are paid for with monthly paymentsAll for monthly payment were debited from the account on file on the previously authorized date of the 26th, as most had been since the initiation of the current termsAll payments have always been withdrawn on the 26th of the monthThe monthly payments for [redacted] ($34.95), [redacted] ($19.95), [redacted] ($32.95) and [redacted] ($32.95) total $Ms [redacted] indicates that she now wishes to cancel all four OWPsThe Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleaningsThis package of services is designed to be delivered over the course of a year at any Banfield Pet HospitalClients 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 OWPAs indicated in the terms, OWPs auto-renew on an annual basisAlso, 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 OWPIn this case [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $34.95)The remaining balance on the plan is $(payments @ $34.95) [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $19.95)The plan balance is $(payments @ $19.95) [redacted] has received services and discounts totaling $Ms [redacted] has paid $(payments @ $32.95)The balance owed to cancel early is $(payments of $32.95)Finally, [redacted] has received services and discounts totaling $1,Ms [redacted] has paid $(payments @ 32.95) towards the planThe balance on the plan is $(monthly payment)At this time the Wellness Plans have been set to not renew and will cancel on their individual expiration datesThe balances can either be paid with one final payment of $or Ms [redacted] can continue the monthly payments on the 26th of each month until the plans expireIf Ms [redacted] wishes for the plans to renew she must inform us via Revdex.com response, email or phone prior to the plan expiration dates( [redacted] – 9/10/17, [redacted] – 3/29/17, [redacted] – 2/5/and [redacted] – 12/10/16)

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 PetsWe appreciate the opportunity to address this matterWellness Plans are not insurance; they are discount membership plans designed to help make top quality veterinary care convenient and affordableUnlike insurance, plan services should always be used; not only if the Pet is ill or injuredWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsWellness Plan services are provided at deep discounts under an annual agreementAgreements may be cancelled at any timeHowever, 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 awayIn this case, [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $31.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $ [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $31.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $According to the agreements signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanUntil Ms [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementServices were rendered appropriately and with Ms***’s approval; any services paid for out of pocket were those not included in the plan package, however those services were subject to a percentage discount per the Wellness Plan agreementNo refund is warranted; the plans have been set for non-renewalThe last payments will be drafted on January 19, Copies of the signed agreements have been included for reference