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. 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. While unlimited office visits are included in the plan, and while Banfield Pet Hospital tries to accommodate emergencies to the best of their ability, they are not always able to do so. Nor is the availability of appointments guaranteed to Wellness Plan holders. We understand that the associate present at the [redacted] Banfield Pet Hospital attempted to find another Banfield in the area whom might be able to accommodate Ms. [redacted]’s pet, but unfortunately none were. She was then referred to an emergency hospital, or gave Ms. [redacted] the option of dropping off her pet to be seen the next day. Ms. [redacted], according to the records, brought [redacted] to an emergency hospital for treatment. Reasonable effort was made to assist Ms. [redacted] at the hospital to accommodate her pet as soon as possible. We also understand that Dr. Danny S[redacted] has attempted to reach out to Ms. [redacted] regarding any concerns she has with the [redacted] hospital. Our records indicate that Ms. [redacted] initially contacted the Wellness Plan Relations team to cancel her plans on March 12, 2015. At that time, the associate speaking to Ms. [redacted] offered to waive one payment on each plan in encouragement for her to keep them. She was also advised of her plan anniversary dates: May 12 for [redacted] and April 6 for [redacted]. At any time between those dates, Ms. [redacted] had the option to again request the non-renewal of her plans. On May 20, Ms. [redacted] was refunded the final payment made on [redacted] prior plan year, and the payment was subsequently waived. Ms. [redacted] contacted the Wellness Plan Relations team again on June 20, 2015 to discuss downgrading [redacted]’s plan. Ms. [redacted] called again to update her credit card information on [redacted] plan on August 27, 2015. At no time did she express concern over the fact that her plan continued as it had each year since these Agreements were initiated in 2010. Please also note that the banking systems will automatically update information when cards change; this is usually done by the bank and for the client’s convenience as the bank cannot release confidential banking information to a company upon demand. In this case, [redacted] received services and discounts with a retail value totaling $693.99. Ms. [redacted] has paid $287.60 (8 payments @ $35.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $143.80. [redacted] received services and discounts with a retail value totaling $1,247.50. Ms. [redacted] has paid $386.55 (9 payments @ $42.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $128.85. According to the agreements 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. If the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forwarded onto the credit reporting agencies. We also encourage Ms. [redacted] to reach out to the [redacted] hospital directly if she has additional concerns.

Thank you for forwarding a copy of the complaint from our client [redacted]. We are sorry to hear of his loss. 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 understand that Mr. [redacted]’s concerns were forwarded to the leadership of the [redacted], ** Banfield Pet Hospital, and that Dr. Elizabeth C[redacted], the chief of staff, spoke with Mr. [redacted]. Our understanding is that, while unfortunate that the hospital staff was unable to accommodate [redacted] on January 6, 2016, this does not invalidate the Optimum Wellness Plan agreement. Dr. C[redacted] also reviewed the medical records on file and determined that the appropriate medicine was practiced. Mr. [redacted] is encouraged to reach out to the hospital directly for any further medical concerns. 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 $535.13. Mr. [redacted] has paid $139.80 (4 payments @ $34.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $279.60 (or 8 payments @ $34.95). According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his obligation under the Optimum Wellness Plan. Until Mr. [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan 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.

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. I have also updated my card information on file online, so that when the credit is applied it can go into the correct account. Please take notice that it is a Visa card ending in [redacted]Sincerely, [redacted]

Thank you for reaching out to us and sharing your experience. Your feedback is extremely important to us as Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets.
We have forwarded your comments and concerns to the local hospital and field...

leadership for review and you should receive communication from a member of that team within 3 business days.
Thank you again for taking the time to share your experience and providing us an opportunity to address 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. 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 $485.25. Ms. [redacted] has paid $174.75 (5 payments @ $34.95) towards the services received. The amount owed to cancel the Optimum Wellness Plan is $244.65. 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. We have provided Ms. [redacted] with an itemized invoice detailing the services that have already been provided to Daisy, as well as a copy of the signed Agreement, and the terms and conditions, which detail the specific services included in [redacted] plan.

We appreciate Ms. [redacted] following up with us both via email and via the Revdex.com. We are aware of her concern were recently made aware that no one had followed up with her as she requested. We have escalated this matter and will have someone reach out to her directly to discuss her concerns.

Ms. ** had only made one payment (August 12th) on the plan in question. The September 12th payment was refused by the bank and an NSF fee was assessed. The amount owed is valid and will stand until Ms. ** contacts us at 888-448-4070 to discuss the balance owed (principle includes 11 @ $30.95 payments and 1 NSF @ $20) and possible settlement offer.

Subject: Revdex.com Complaint ID: [redacted]:Thank you for responding with the Bandfield pet insurance complaint.This message is in response to the message that Bandfield sent to you.At first I received a phone call from Bandfield, “Louise”, called apologized and said not to worry this will be taken care of and I would not owe any further funds. BUT then……the letters and continues demands for monies started up even greater than before, and has not let up. I have dated letters and I’ve kept a phone record log of the phone calls with names and dates. I was really hoping that this was resolved and per the phone call after my letter to you was received from Bandfield. I would have assumed that would have been the case.Then to my dismay it has not. How can a dog with whom the Vet “Dr. Kiera K[redacted] “has determined that cannot use the benefits due to poor Miss [redacted] jaw being broken by Dr. Seana W[redacted] DVM, and the fact that her Cushing’s was made so bad from all the stress? That [redacted] was unable to use any/all of the services that her insurance plan covered. Please consider looking this possible scam. I really feel this is taking advantage of elderly people.  There may be many, many, more people, who are unaware of all the tricks and trickery and harassment that this once trustworthy company is now doing to and relying on in the covert  wording, to the citizens and elderly people of Washington and America, all in the name of  “we love your pet” and sounds like in my opinion((“ we will prey on the poor souls that are in a sense misled by the false pet insurance contract.))”  I also never ever received a copy of the contract that They said I signed for the pet insurance about 10 years ago. In conclusion I just want them to “stop harassing me for money.” It was their doctor’s mistake that led to the severity of this issues and the rapid decline of my beloved best friend and companion [redacted]. I’ve also accepted the financial loss, but how can I move on with my life if I have the daily harassments of phone calls and letters of demands for monies hey caused in the first place.I just want them to stop calling and sending demand letters. They should be grateful I did not sue for the doctor’s negligence and care of my best friendYours very truly 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 any opportunity to resolve client complaints and will be communicating directly with Mr....

[redacted] regarding his concerns.

Thank you for forwarding a copy of the complaint from our clients [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. Wellness plans are not transferrable to another pet or client and services from the plan are only available for the pet listed on the agreement.
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] enrolled her pet, [redacted] in a plan on September 3, 2015 at which time several services from the plan were provided. We did not hear from Ms. [redacted] regarding her plan until January 12, 2016 at which time Ms. [redacted] contacted us with a representative from her credit card company. It was explained at time that as [redacted] had received services in the 2015-16 Plan Year with a retail value ($667.56) far exceeding the amount of the OWP payments made at that time ($300.65) Ms. [redacted] was responsible for the remaining payments. As a client service gesture Banfield did credit 2 of the remaining monthly payments to Ms. Fink’s account which reduced the balanced at that time to $128.85. Currently the plan is on hold for failed payments (April and May 2016).
Ms. [redacted] indicates that [redacted] was refused care however after the September 3, 2015 visit, where the pet was examined and treated, we did not hear from Ms. [redacted] until February 28, 2016 when she called the hospital to request a prescription. She was informed that we could not fill a prescription at that time as it had been 5+ months since we had examined [redacted] and we would need to see him again in order to do so. We also noted some confusion as [redacted] had been marked as deceased in our files in January when she called the home office but she was now requesting medications for him.
Pursuant to the terms of the OWP, Banfield is entitled to the remaining payments owed under the agreement, $128.85.

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. Our records indicate that when Ms. [redacted] contacted the Client...

Support Team on January 11, her payment due on January 12 was rescheduled to January 26, at which time the next payment due would also be drafted to ensure that her payment schedule did not fall behind. She was informed at that time that this service would not be available to her in the future, as this service has been used repeatedly as documented in our records, sometimes as often as more than once per month, which has resulted in her payments being off schedule within the 12 month contract of her plan. Furthermore, the January 12 payment had been previously moved from December 26. Payments may be moved as many times as the client would like within the same calendar month. However, Ms. [redacted] had moved this payment from December to January, and ended up rescheduling the payment again to the same date as the next due payment’s draft date. These instances resulting in a double payment can only be done once per calendar year, and this was what the associate had been referring to when communicating this information to Ms. [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 regarding hospital services. This concern would be best addressed directly with the local hospital leadership. We have passed on Ms. [redacted]’s concerns to the Plymouth Meeting hospital’s leadership and we highly encourage her to communicate with them directly regarding this matter. With regards to the collections balance, Ms. [redacted] received services on [redacted]’s plan. Ms. [redacted] made only the first payment of twelve towards those services rendered. When Ms. [redacted] spoke with the Client Financial Services team, a settlement in the amount of $263.56 was offered to cover the balance owed towards services rendered. Plan services cannot transfer from one pet to another, as these services are linked to the pet’s specific medical record. Per the signed Agreement on file, this is a valid debt. 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.

Thank you for providing Ms. [redacted]’s reply. Ms. [redacted] was billed twice on April 26, 2015 as she renewed her plan early. The first drafted payment was the 12th and last payment owed to pay off her previous plan year, and the second was to be the first payment drafted on her new plan. Ms. [redacted] is being asked to pay a balance because she received $387.87 in services at the Plymouth Banfield Pet Hospital on April 26, 2015. No payments were successfully processed. This means that the hospital has not been compensated for services rendered with Ms. [redacted]’s documented authorization. A copy of the itemized invoice from the April 26, 2015 visit as well as the signed Authorization form have been included for reference. The settlement for $209.70 is our final offer. If Ms. [redacted] would like to discuss this further, she is welcome to contact Client Financial Services directly at [redacted]

Thank you for Ms. [redacted]’s reply. As a client service gesture for the increase in cost, we have waived Ms. [redacted]’s December Optimum Wellness Plan payment in the amount of $42.95. In the future, if Ms. [redacted] has billing concerns, we recommend she contact the Client Support Team at 866-894-7927 for assistance.

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 offer our condolence to Mr. [redacted] and his...

family on the loss of their pet. It is never easy to lose a furry member of the family.
On June 25th, 2017 [redacted] presented to Banfield Pet Hospital with a high fever, vomiting and painful. [redacted] was seen and evaluated and the veterinarian determined she needed intensive care. It was recommended that Mr. [redacted] take her to the Emergency Vet for further diagnostics and overnight care.
On June 26th, 2017 a follow up call was made to Mr. [redacted] and he reported [redacted] had been at the Emergency vet and they were unable to determine what was wrong with her. It was recommended she come back for a follow up but Mr. [redacted] stated he wanted to give the medications time to work. He was told to call with further concerns. That was the last contact had with him.
In regards to the Optimum Wellness Plan (OWP), these 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. These plans can be cancelled 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.
In the case, [redacted] used $681.22 in services and Mr. [redacted] paid $119.85 (3 installments). This would leave a balance due of $359.55 but $239.70 has already been waived for Mr. [redacted]. This leaves a balance due of $119.85 or 3 installments of $39.95. These can be paid all at once or allowed to draft as due on the 12th of each month for the next 3 months.

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 understand that this matter has been presented to the leadership of the [redacted] hospital and that the requested balance of $209.50 has been waived in response to Mr. [redacted]’s request. We now consider this matter as resolved.

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 do show the plan was set to not...

renew and there was a remaining balance of $54.00 that was due to cancel the Wellness Plan for Firstshield Trio that had been provided as part of the Wellness Plan. According to our records, Ms. [redacted] stated she would be calling back to pay off the balance and complete the cancellation. Since the plan was past due for a period longer than 120 days, the plan was cancelled and sent to collections with our third party collections agency, [redacted], per our terms and conditions.
Since no services were utilized as part of the Wellness Plan, Banfield agrees to remove this balance from collections as a resolution for [redacted]. Any corrections or changes to Lisa‘s credit report would be reflected 30 to 60 days after the correction or change is reported. Once a full 60 days have passed, we invite the client to again check with the credit agency and, if there are any further questions, we encourage the client to contact our third party collections agency, [redacted], directly at [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 wish to offer our condolence to Ms. [redacted] for the...

loss of her beloved pet. It is never easy to lose a special friend.
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).
The OWP was started on January 7, 2017. [redacted] had two visits and a total of $413.54 in services and discounts were used. Ms. [redacted] paid $104.75 in monthly installments. There would have been a balance for the remaining payments of $146.65 but 3 payments have already been waived for her. This leaves a balance due of $83.80 or 4 payments of $20.95. The balance can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing them to draft as due on the 12th of each month for the next 4 months.

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, Ms. [redacted] has a collections...

balance of $67.03 for services that were provided at Banfield of NW Houston on August 6th, 2016. These services include the rabies and distemper parvo vaccines as well as a heartworm test and anal gland expression. The anal gland expression is not part of the Wellness Plan that was active at the time of service. The other services such as the vaccines and heartworm test are included within the Wellness Plan but had been already utilized from the plan year as they are included once per plan year. Therefore the client would have needed to renew the plan to have the services covered or would have needed to pay out of pocket for these services. The plan was not renewed so therefore there was a balance left due for the visit that day. Since the balance was not paid on that day it was referred to collections per our policies. Since this is a balance due for services that were provided by the hospital we are unable to remove this balance from collections.

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 that automatically renews at the end of the 12 month term.
The plan for [redacted] was set to renew on May 12th. All services from the original plan (May 12th 2014 – 2015) were provided under the original agreement. Although [redacted] was due for preventive care all services covered under the original agreement had been provided and would be charged for if the plan did not renew.
We understand that there were conversations in January 2016 regarding the plan cancellation and desire for it not to have renewed in May 2015. Unfortunately, as the plan renewed and services were provided on the new plan on May 29, 2015 the plan was maintained and monthly payments were withdrawn per the terms of the agreement.
We understand that there were some discussions between Mr. [redacted] and the local hospital leadership however no agreement was ever reached regarding any form of a reimbursement. As services used from the plan exceed the amount paid into the plan no refund would be due at this time. We do however encourage Mr. [redacted] to reach out to the local leadership to re-open discussions.