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.
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 upfront. In 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 product. If 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 cost. Any 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 utilized. The additional amount charged for the Trifexis will no longer reflect on the remaining monthly installments beginning with the payment for May. Per 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) 649 2716.

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 actions. I 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]

After reviewing this situation further with the leadership team responsible for this location. Ms. [redacted]'s Optimum Wellness Plan has been cancelled with a $0 balance as of 8/24/2017. No further installment payments will be withdrawn. The installment payment that was withdrawn on 8/12/2017 ($59.58), will be refunded to the account we have on file. If she has further questions we encourage Ms. [redacted] to communicate with the leadership team responsible for this location 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 Both the Chief of Staff overseeing the hospital as...

well as the Medical Director overseeing the area have reviewed this case and determined that nothing done was medically inappropriate. As such, neither the emergency room visit nor the medications will be reimbursed. If [redacted] has further medical questions, we urge her to contact the hospital directly to discuss those with the Chief of Staff veterinarian. 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 [redacted] received services and discounts with a retail value totaling $598.62. [redacted] has paid $29.95 (1 payments @ $29.95). The remaining payments on the plan are $329.45 (11 payments @ $29.95). According to the agreement signed by [redacted], she is responsible for fulfilling her obligation under the Wellness Plan. At this time the Wellness Plan has been set to not renew. The balance can either be paid all at once and the plans cancelled immediately or the remaining Wellness Plan payments can draft as due on the 26th of each month and the plan would then cancel.

We are sorry that Ms. [redacted] is not satisfied with our recent attempts to ease her financial concerns. When she called us on June 25th we agreed to reschedule her June 26th payment to July 5th as a client service gesture.
On July 5th Ms. [redacted] called and requested that her regularly scheduled July...

payment be rescheduled as well. We rescheduled her regular July payment from July 26th to August 26th and advised her the August payment would be a total of $71.90 (July and August payments).
When Ms. [redacted] contacted us again on July 6th requesting a refund it was explained that as the payment drafted on July 5th was the rescheduled June payment we would not be able to refund her. As no NSF fee was charged by Banfield we would recommend that Ms. [redacted] discuss that refund with her financial institution.
As we have informed Ms. [redacted] we are not able to refund her the requested payment and we have already rescheduled her July payment as a service gesture.

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.
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.
In this case, [redacted] received services and discounts from the OWP in the amount of $564.07 and [redacted] has paid $209.70 in monthly payments towards those services and the OWP. The balance owed on the plan for services received is $209.70, the remaining monthly payments.
As a service gesture Banfield has waived ½ of the remaining balance ($104.85) and the final $104.85 owed to cancel the plan can either be paid by making the Oct-Dec 2017 payments or by contacting us to make a one-time payment of $104.85.

Complaint: [redacted]I am rejecting this response because there is no response. Banfield is not willing to admit they screwed up. Unresolved!Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
 
1. Not sure how Banfield maintain client infomation.  The address on contract attached is incorrect, which I guess is where Banfield claim they sent the letter to.  However, bandfield was able to get collecting agent to sent to the latest and correct address. 
2. per record, we've in the plan since 2009, would it make sense that Banfield just canceled the contract instead of sending it to collection agent?
3. even though canceling a long time customer because auto payment on credit card is expired is a bad thing and assuming that Banfield did sent letter and call with no answer.  Why did Banfield
    let us use the service as OWP (I assume that OWP is canceled at time of service).  Why didn't any one tell at time of service ($419.00) that we are not OWP.
 
Anyway, this look like a tatic Banfield use to over charge.  It's real obviouse that they know and contact us but refused to. 
 
Got all the info and sequence of events, will take this to the press to let other aware of this scam if not resolved.
 
Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:The information presented in the complaint was not noted nor addressed in their response.

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 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. On the date of the visit in question, May 23, 2015, Ms. [redacted] signed and initialed a new yearly Wellness Plan agreement, indicating that a new yearlong contract was instigated. Ms. [redacted] also signed an itemized treatment plan on the date that the dental cleaning was performed, indicating she was aware of the services being received and applied to the Wellness Plan. Copies of both these signed documents have been included for reference. In this case, Holly received services and discounts with a retail value totaling $624.20. Ms. [redacted] has paid $125.85 (3 payments @ $41.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $377.55. 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.

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.

[redacted] brought [redacted] into the Hagerstown Banfield Pet Hospital on January 21, 2013. At that time, [redacted] was signed up for the Optimum Wellness Plan package, which had included the necessary vaccines as well as a spay surgery package. After that initial visit, the hospital staff attempted to...

contact [redacted] multiple times regarding upcoming appointments and services due, which were not responded to. After a lack of follow up from the client by phone, on October 22, 2015, a letter was mailed to the address on file: [redacted] We are unable to cancel the Optimum Wellness Plans without express permission from the signer on the agreement. Plans automatically renew at the end of each plan year because Pets need annual care, and also because of the convenience this offers to our clients, whom are not required to go through the sign-up process unnecessarily each year. This is not done with malicious intent, but to provide convenience for our longstanding Wellness Plan clients. It is the responsibility of the owner, per our agreements, to provide any updates with regards to billing, address changes, pet status, or requests for cancellation. However, as no services have been used since the first plan year, we have refunded all subsequent payments since the January 21, 2014 renewal, including the most recently drafted payment on January 21, 2016, for a total refund of $548.75. This refund should be reflected in the card on file within three to five business days, allowing for bank processing.

Hi there,
 
I first want to thank you for taking the time to write to me. 
As I stated before, when I called the Allentown Hospital around the Sept time to make a appointment for my dog,  which they could not fit me in when I needed to. I told them I wanted to cancel my account. They said nothing to me about owing anything to them.
 
I take my credit serious and I want to fix this without going to the next level. 
If I agree to pay the past balance of the $77 which I am not saying I owe but willing to settle this. Will you remove this off my credit. ( not as paid but removed completely ) 
If you agree I will drop this matter and send you a check asap.
 
If you do not agree, I will be force to go to the closest magistrate near your Allentown Hospital and file a complaint with them on the grounds of the the Fair Credit Reporting Act, 15 U.S.C. § 1681 (“FCRA”).
I am seeking to refinance my house and this just prevented me from doing so.  I can show that I never received a debt collection letter and that I never got a chance from the Debt collector to settle this amount, which by law I get 30 days.
Again, thank your time but I can't let $77 stop from refinancing my home.
Thank You
 
 
 
 
I

Complaint: [redacted]
I am rejecting this response because:The signature on the document is not mine. I have several documents with my signature and the one on that agreement does not match the others. There are several cases like mine and even class action lawsuits about it  also it's highly suspicious that I suddenly have a pet plan with them the day after I immeadiately cancel after signing up for one online.

Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets.  We are sorry for your recent experience and we would like the chance to review it with the local hospital and field leadership. We have asked that they review your concern and follow...

up with you directly regarding this experience. We do hope that [redacted] is doing well and that we can help find a resolution to this matter.

Complaint: [redacted]I am rejecting this response because: as a company you should have the right to offer me some kind of compansation. Dealing with the leadership team is an  embarrassment .. They are so confused and customer service is terrible, they have people working in the front that don't know anything. If you think 14.00 is suffice credit for the unexplained decision of the vet, your terribly wrong. If the vets explanation of what happened was a lack of communication then you company has bigger issues.. NO VET HAS THE RIGHT TO DO WHAT THEM WANT TO MY PET. No communication what's so ever. I'm not going to deal with them... I have been called back three times by the management and they can't seem to understand anything.  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 satisfactory to me. Please confirm that the business will cancel all three wellness plans (I have one for each pet) and waive the fee for all three. Thank you for your assistance in this matter. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:Then banfield illegally charged my credit card because I am the the contract holder just as they state here. I want all my money back for 2 years! 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 are very sorry to hear about the loss of your...

beloved pet. Our thoughts are with you during this difficult time. Please accept our deepest condolences. 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. However, as a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost.

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. 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 Chief of Staff Veterinarian overseeing this location.  We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter.