Banfield Pet Hospital

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 Plans automatically renew at the end of each plan year as Pets need annual preventive care.
Terms and conditions of the wellness plan agreement are provided and reviewed upon enrollment. When Ms. [redacted] enrolled, Prince on the plan in September 2014 she initialed the automatic renewal term indicating her understanding and authorization that the plan would renew at the end of the initial 12-month agreement.
The plan and covered services in question renewed, per the terms of the agreement, in September 2015. Ms. [redacted] sought care under the wellness plan in October (14th and 17th). Unfortunately the monthly payments began to fail in December 2015. 4 attempts to communicate the outstanding balance to Ms. [redacted] were made over a 4 month period. As we did not hear from Ms. [redacted] in regards to these communications the plan was canceled per the terms of the agreement and the unpaid balance was sent to a third party collections agency.
Banfield has reviewed this account and is willing to offer a discounted settlement amount of $279.60 for services previously provided. We highly encourage Ms. [redacted] to contact us at 888-448-4070 to discuss this offer and make payment arrangements.
A copy of the signed agreement has been included for reference.

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.
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, 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. Also as indicated, if 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
[redacted] was enrolled on an Active level OWP on June 8, 2016 and received services through August 2016. When Ms. [redacted] contacted the local hospital on October 16, 2016 seeking an appointment she was told that there was no availability at that time due to several emergencies cases already under treatment. She was given the option of an appointment the following day or a referral to an emergency facility. The local hospital did contact Ms. [redacted] approximately 2 hours later when an appointment slot opened up, The representative left a message indicating that they would leave the slot open for [redacted]. They did not hear from Ms. [redacted] or see [redacted] again.
Ms. [redacted] contacted us on November 22, 2016 to report that [redacted] had passed away. She was educated on the balance owed for services rendered and the plan was set not to renew. We heard from Ms. [redacted] again on February 4, 2017 at which time the balance owed was updated to reflect monthly payments received to date.
Ms. [redacted] stopped making payments on the OWP after January 26, 2017. The OWP was automatically cancelled on June, 28, 2017, more than 120 days after the last payment was made.
Pursuant to the terms of the OWP, Banfield is entitled the remaining payments of $131.80 (4 equal monthly payments of $32.95).

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
I had no electronic or paper information given to me on how the plan works. I was told I could cancel anytime after a year. I was not given any type of notice before renewal. When I dropped my dog off for his comprehensive exam I was not told what procedures they were going to do nor how much the retail cost would be, and I still don't know what was done. I did not receive any paper work. Renewing a plan after a year without any notice is not right. [redacted] is a healthy dog and only needed a rabies shot, I was not advised verbally or in writing what was involved in a comprehensive exam, I was just told to drop my dog off where they held him for over 5 hours and I was not given any updates on when he would be done even after a phone call. I was completely unaware the retail charges of the service was over $600, your company FAILED to give me that information. I wish I had NEVER taken my dog to Banfield hospital, this is by far the WORST company I have EVER done business.

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. Unused services do not roll over from one year to the next. In this case, Ms. [redacted]’s pets were last seen by Banfield Pet Hospital on December 5, 2014. Since that time, Ms. [redacted] was contacted by the Missouri City, TX Banfield Pet Hospital on May 29, and July 30, 2015 regarding services due. At least two scheduled appointments had been either missed or rescheduled by Ms. [redacted] in that time. The hospital staff made sufficient attempts to reach out to Ms. [redacted] throughout the duration of the plan year in order to attempt to schedule appointments for available plan services. [redacted] received services and discounts with a retail value totaling $785.92. Ms. [redacted] has paid $419.40 (12 payments @ $34.95) towards the services received. [redacted] received services and discounts with a retail value totaling $764.75. Ms. [redacted] has paid $419.40 (12 payments @ $34.95) towards the services received.
According to the agreements signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Optimum Wellness Plan. No services are due to Ms. [redacted] at this time as sufficient attempts were made by the hospital to schedule appointments for her pets and all services within the Wellness Plan must be used within a calendar year of initiation.

Complaint: [redacted]
I am rejecting this response because: Business has not addressed the fundamental issues. We are owed services for an additional length of time as we paid in full yet they declined our offer services as agreed.  I had to then go obtain the services elsewhere add additional expense as a result of this business is failure to uphold its end. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: these are outright lies. My bank did not update ANY banking information with Banfield nor did they try to check with any Banfield to help Barney. My next step is the attorney general. Sincerely,[redacted]

As we have explained via phone to our client, and as it is clearly stated in the OWP Agreement, wellness plans are not transferrable to a new pet or a new owner. We are simply asking that the financial obligation to pay for services already rendered be met. We will not be waiving the balance owed.

this hospital should not be allowed to operate incompetent staff rip off plans but I am happy with this outcome even though their direction to give my dogs indocin almost killed [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. 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...

family’s pet, [redacted]. 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.
We see that the cost of services provided for your pet cost more than the OWP for the year. We have been made aware the balance has been paid and the OWP was cancelled. A refund is not due as services covered by the OWP were provided.

Complaint: [redacted]
I am rejecting this response because: I'm not totally rejecting the offer. Thank you for offering to get rid of [redacted], [redacted] and [redacted] bills. So my question about [redacted]'s plan is when she went to the vet in March and I opened this plan back up why was her vet bill so expensive? If the plan lasts an entire year and the plan covers 2 wellness visits what would happen if she went to her second wellness visit since she only did on visit? I'm very confused by this since the remaining balance goes all the way till the year is over. Were all the services charged for the one visit and not completed yet? I can take her to any other vet for a normal check up which this is what it was and not pay anywhere near what this visit cost. I think the vet charged for stuff that she didn't receive yet and that's not fair. 
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.  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 leadership who would be reaching out to the client directly regarding this matter.

[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.
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 amount owed to cancel the Optimum Wellness Plan is $217.55. According to the agreement signed by Ms. [redacted], they are responsible for fulfilling their obligation under the Optimum Wellness Plan.

Complaint: [redacted]
 
I am rejecting this response because:Due to the fact that this is an unethical company that employees deplorable business practices on this we reject this sorry response. As I have looked over the many complaints online so many of them match up to similar occurrences such as ours. I ask you to provide one other company out there that offers a similar service in which they come to a point that they cannot use so called services and the company attempts to hold them to payment for services not rendered. In no way will we follow through with their attempt to collect this. It's unfortunate that we would have returned due to the vets attention and ability but the greedy home office destroyed that idea very fast.

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. 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 $789.98. Ms. [redacted] has paid $154.75 (5 payments @ $30.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $216.65. [redacted] received services and discounts with a retail value totaling $416.57. Ms. [redacted] has paid $251.70 (6 payments @ $41.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $164.87. According to the agreements on file, Ms. [redacted], is responsible for fulfilling her obligation under the Optimum Wellness Plan. While we are sympathetic to Ms. [redacted]’s position, we must abide by the agreements on file. Any dispute between Ms. [redacted] and her ex-husband, as they are a personal matter, must be addressed outside of Banfield.

Complaint: [redacted]I am rejecting this response because:
This is not the resolution I am asking for, until this is received, we are at a stand still.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because :Banfield is a scam. They train all their personel to sell their Wellness Plan regardless of the condition of your pet. I have talked to 2 pervious vets that had trested our pet before we moved and went to Banfield and neither would have recommended the type of plan they "up-sale" to all customers. I am filing with the ** State Attorney Generals office against Banfield and PetSmart. I have a notorized statement from a ex Banfield employee that explains how their business plan is geared around "recruiting" as many customers into their cash cow Wellness Plan, regardless of the condition of the pet. Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
This is not ok or an adequate resolution.   The distress this situation has caused my family was immense.  My children have cried cause they read a post card thinking there dog died.  This has been horribly been handled and now I'm being held hostage as a customer.   This is horrible customer service and it should be highly noted.   I will not sit here and settle on the resolution I feel is fair.  
Sincerely,[redacted]

When I initially went to Bandfield to receive treatment for my dog  I was quickly judged by a veterinarian which I asked to be seen by another vet because k was concerned about my dog possibly having a fever and being uncomfortable and breathing at a fast rate, I took my dog in after I tried several switching food shampoos etc and the problem did not improve .they said they wanted to due a skin scraping for fungal and demodex then told me the other treatment was skin scraping was not needed, I got the most important medicine and got the rest at a later time .. I was told that I had to finish the ivermectin  to do another skin scraping in December and January .I believe they never fully evaluated him because of how they viewed me and discarded the health of my dog when I called him asked questions changed appointment due to financial or not having transportation some of the staff was rude  and rushed me off the phone. I Bought the good they prescribed in November they never explained it was a food trial they gave it because they accused me of just giving treats because I said he didn't have a appetite to eat .in June is when a different vet they told me about food allergies after evaluating him which was surprising because I mentioned to the staff about the discharge between his toes excessive scratching etc.another vet from coral gables even verified that a food allergies can  weakened the immune system cause secondary issues,I tried talking to the Bandfield location asking question but they are so money hungry every question they want you to come in after being seen I was told I would receive a call about medicine that could boost his immune system and when I called I was told to bring him in to talk to the vet or be seen,I feel that my dog suffered  from this food allergy from the first time but all Banfield saw was dollars signs

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 are sincerely sorry for Ms. [redacted] loss. 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 hospital and we highly encourage her to communicate with them directly regarding this matter.

Mr. [redacted], we can certainly understand your frustrations and concerns. We have shared your request for a change in policy with the appropriate people. Please know that the account we submitted to I.C. Systems was a valid debt with a signed agreement. We submit the debit and account information (client name, address, contact number, payment account information). We do not have any control over the system that I.C. Systems employees. We cannot request the debt be removed as the debt we submitted was valid. We have requested that they investigate this further. Again we have shared this information with them and IF THIS IS NOT YOUR DEBT IT CAN BE REMOVED. Again we have asked I.C. Systems to look into this matter and correct any errors in their reporting of this debt. Until they have completed their review we are unable to comment further.