Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because: I spoke with their Branch Manager Samantha and she didn't even apologize for the Vet's "THREATENING" actions again meThey have discriminated me and Samantha informed me that their Regional Office recommended I not use any Banfield's and cancel my membershipI requested a full refund for all of my membership dues for the Threatening actions against me by the Vet as well as the Discrimination and Retaliation against me for making a complaintI am following up with the HQ and I would like for someone at their HQ to contact me in regards to obtaining a full refund of my entire Wellness Plan I have been discriminated against and because I made a complaint I am now being Retaliated against by not only the St.Paul Banfiled but also the Vet as wellIt is unlawful how I have been treated and no one has even apologized for their actionsI will be taking further action if I do not receive my FULL refund of my Wellness Plan since I started with BanfieldSincerely, [redacted] ***

We have received confirmation from the hospital that they have spoken with Ms [redacted] regarding her account and have discussed her downgrade optionsThey have informed her that until the past due payments have been made they downgrade cannot be completedMs [redacted] needs to pay the $owed on the current account before the hospital can proceed

Complaint: [redacted] I am rejecting this response because: I have spoken to several associates of Banfield about this situation with no acceptable resolutionIf you are a veterinarian and you are offering these discounted insurance plans why have I not received any answers to any of the pets I have had enrolled in these plans? I did not complain the first time I paid $for absolutely nothing, but for it to happen a second time; I should not have to pay this $againIf you are a veterinarian office and you are charging for this insurance plan but give no answers to my pets issues I should be entitled to be relieved of these $per month paymentsI literally cannot use any of the services on the insurance plan because of my pets age except for the xrays (which were unsuccessful) that DrLcould not give me any answers toI had to search for other answers through other sources and pay more money out of my pocket to find a resolution to my pets health issuesThere should be no reason for thisYou are a veterinarian office and it is your duty to find answers to our pets health issues and you are making this insurance plan sound like a great deal to your clients, yet when we sign up, your giving me no answersMy pets health is still unstable and there is nothing I can do because of this $per month payment that I have to make until I reach $I cannot afford to take him to another vet because all of my money if being taken from Banfield for absolutely nothingI cannot use the dental or the yearly shot or anything else included in the plan because of my pets health issuesWe will probably never know what is wrong with him, but I am doing my best to make his quality of life (whats left of it) as comfortable as possibleYou are a very cold hearted veterinarian office and I will never send my pets to you again and I will make sure everybody knows what you did to me not once, but TWICE!! 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 PetsWe appreciate the opportunity to address this matter for the clientWellness Plans are not insurance they are discount membership plans designed to help make top quality veterinary care convenient and affordableWellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-paymentsAny out of pocket costs paid at the hospital would be for services not covered under the planWellness 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 lessIn this case, [redacted] and [redacted] received services and discounts with a retail value totaling $and $respectivelyMr [redacted] has paid $(payments @ $24.95) for [redacted] and $(payments @ $24.95) for [redacted] towards the services receivedIn this case the amount owed to cancel the Optimum Wellness Plan was the remaining payments for the Wellness Plan since the cost of services utilized exceeded the cost of the plan yearAccording to the agreement signed by Mr [redacted] , he is responsible for fulfilling this obligation under the Optimum Wellness PlanPer our terms and conditions, the plans for [redacted] and [redacted] were referred to collections for non-payment after being past due for more than daysWe currently show a balance of $for [redacted] and $for [redacted] which comes to a total amount of 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] Chance’s credit report at this timePer our records we do show that a complaint was registered on August 2nd, and an attempt was made by the hospital leadership to follow with the client regarding the concerns that were expressedAny remaining concerns can be brought up with the practice manager at the location as they would be the most appropriate person to address those concernsIn an effort to resolve this matter, Banfield would be willing to settle the collections balance for an amount of $to remove both plans from collectionsThis amount can be settled by calling our Client Financial Services department at

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 aware that the leadership for this hospital has reached out to our client and they have come to a resolution

Complaint: [redacted] I am rejecting this response because:I believe Banfield has unfair consumer practices The email on April 17, did NOT state "the account was currently behind payments and this would need to bebrought currentIf this balance was not brought current his OWP would be cancelled for nonpayment." I have a copy of the email if needed.The answers keep changing I will be filing this complaint with my lawyer for further review unless this is resolved as I stated in my initial complaint to the Revdex.com

Complaint: [redacted] I am rejecting this response because:Banfield was very aware of my puppy's ageThe receptionist knew at the time she was registering my puppyI gave the receptionist her shot record She then gave it to the " nurse"He had it before we went in the exam room She even told us not to weigh her because she didn't have her rabies vaccine They could've told us she couldn't be seen at that time If they don't examine dogs without rabies it should state that on the website when you are making the appointmentI was not interested in getting a rabies shot because my puppy hasn't received her second set of shotsShe had just received her set full set of shots the week priorI don't want to over vaccinate my puppy 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 PetsWe appreciate the opportunity to address this matterThe extra service has been removed and Ms [redacted] will not be chargedAs indicated in the terms and conditions of the Wellness Plan, they auto-renew on an annual basisIn this case, September 21st for Lily and September 5th for [redacted] ***If Ms [redacted] chooses not to renew the plans, she can contact our Wellness Plan Relations department (2716) at any time during the plan year and the plans can be set to not renewIf at any time Ms [redacted] changes her mind, this non-renewal can be reversed

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 matterIn regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help make top quality veterinary care convenient and affordableOWP services are provided at deep discounts under an annual agreement, which may be cancelled at any timeHowever, 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, Ms [redacted] requested her OWP be cancelled prior to any services being usedAccording to the OWP contract, Banfield is entitled to retain the monthly installments paid thus farIn an effort to resolve this matter, we will be refunding the months of Wellness Plan payments that were drafted during this plan year

To address Ms***'s most recent response: (1) Banfield relies on our client to provide accurate and updated contact informationAt the time of the enrollment the address and contact number on file were accurate to the best of our knowledgeThe phone number on file is the number associated with this Revdex.com complaint and is the number we attempted to reach Ms [redacted] at I.C.Systems is a third party collections agency and as such is able to "skip trace" on debts and obtain current addresses and phone numbersThis is not a toll that Banfield has access to (2) Banfield cancelled the plan only after attempting to reach Ms [redacted] multiple times and only after several months without paymentThe plan was cancelled per the terms of the agreement (3) The last time Ms [redacted] received services from the plan on June 9, the plan was current and no payments had failedThe first payment to be left unpaid was the July5, payment Banfield made several attempts to reach Ms [redacted] and followed the terms of the agreement when canceling the plan and sending the unpaid balance to collectionsAs previously stated this collections account was settled and paid by Ms [redacted] on November 29,

Wellness Plans are not a "loan", "line of credit", or a buyer's programThey are a package of preventive care and servicesThese services are bundled together and discounted is costClient's are then able to pay that matter in a lump some or in equal payments The cancellation terms are discussed at enrollment and a copy of the terms and conditions are also providedWe are sorry we are not able to resolve this matter Mr [redacted] 's satisfaction, however this is a valid agreement and a valid cancellation amount Banfield's decision will stand

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 cleaningsOWP clients also receive other non-preventive veterinary care at a discountThe OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet HospitalClients 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 The following terms of Banfield’s OWPs are relevant to Mr [redacted] ’s complaint: • OWPs auto-renew on an annual basis • 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 • If 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 installmentsBanfield is entitled to collection costs if member fails to make payment Mr [redacted] enrolled his dog, ***, on a puppy plan OWP in August The plan automatically renewed, per the terms of the agreement, August In December Mr [redacted] upgraded his plan level and enrolled [redacted] on an Active Prevention levelMr [redacted] elected to pay for this OWP monthlyThe Active Prevention Plan renewed, per the agreement, in December and again in December After renewal and through March Mr [redacted] made monthly payments (totaling $131.80) to Banfield for the OWP and [redacted] used hospital services and received discounts under the OWP with the retail value of $ Mr [redacted] stopped making payments on the OWP after March 19, The OWP was automatically cancelled on August 19, 2017, more than days after the last payment was madePursuant to the terms of the OWP, Banfield is entitled the remaining payments of $

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 inThis membership or what not I had with them was more of a headache then it was worthNot only do they have horrible customer service, the ladies up front have no clue what on earth they are doingThe vet service area has never looked clean and always smelled like pet peeSo not only do they not know what on earth they are doing the place is very unsanitarySincerely, [redacted] ***

Mr [redacted] , we can certainly understand your frustrations and concernsWe have shared your request for a change in policy with the appropriate peoplePlease know that the account we submitted to I.CSystems was a valid debt with a signed agreementWe 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.CSystems employeesWe cannot request the debt be removed as the debt we submitted was validWe have requested that they investigate this furtherAgain we have shared this information with them and IF THIS IS NOT YOUR DEBT IT CAN BE REMOVEDAgain we have asked I.CSystems to look into this matter and correct any errors in their reporting of this debtUntil they have completed their review we are unable to comment further

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Banfield provided the wrong information to the collection agencyI DO NOT HAVE an account with Banfield never have and never willI was never billed by Banfield in regards to the aforementioned billOtherwise, I would have inform Banfield that I DO NOT take of my pets, nor do I have an account with themI ONLY received the letter from the Collection agency, which I promptly contacted on DecemberI informed the Collection Agency that the bill, even though is on my name, it is NOT MINE The agency informed that the information was provided by Banfield and it was Banfield is the responsible party for the correction

Complaint: [redacted] I am rejecting this response because: I never received the mentioned notice from the 'Third Party' If you are assuring that the 'Third Party' sent me a notification of the increase and explanation; please forward a copy of the notice that the "Third Part' sent me stating the increase and explanation for the increase After contacting the 'Third Party' and you found that no notification was sent; please adjust my account back to the initial monthly amount of $40.95, less the $increase, which begun in October Sincerely, [redacted] ***

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 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 OWPAlso as indicated in the agreement, 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 and any collection fees The OWP for [redacted] renewed for year on July 10, (see attached agreement)On July 14, Ms [redacted] reported that [redacted] had passed awayShe was advised that as a client services gesture we would waive of the remaining monthly payments however there were monthly payments Ms [redacted] would need to pay before we could cancel the plan due to the services used from the plan prior to [redacted] passing Ms [redacted] stopped making payments on the OWP after October 5, The OWP was automatically cancelled on March 7, 2017, more than days after the last payment was madePursuant to the terms of the OWP, Banfield is entitled the remaining payments of $and collections fees

According to the hospital team and our documentation this matter was reviewed and messages were left for Mr [redacted] (the account holder) from 9/to 11/to discuss the concerns and the resolution offered The collections balance of $was waived and the account was removed from collections as a client service gestureFurthermore the wellness plan for Bacon was cancelled at no cost and the balance of $was also waived A final message was left on 11/asking that Mr [redacted] contact the hospital and speak with Kyle regarding the review of their concern and medical care, along with the resolution offered

Complaint: [redacted] I am rejecting this response because: I have to say Banfields last response was very disappointing, it seems as though my concerns are not being taken seriouslyMy issue is with canceling my wellness plans, I tried to cancel my wellness plan at the hospital and advised they don't have the ability to cancel themSo pushing me off to the hospital is waste of timeThere are many complaints that I have, and feel that I should be able to cancel without paying anything additionalSince going to Banfield I have paid over $in the wellness plan alone, this does not include office visits that were not covered by the plan or treatments or services included in the planIts unfair to charge me wach month and receive terrible service because of a contract that was signed a year agoSo once again I will list all the issues that I have for the company to review1) LACK OF COMMUNICATION : When I signed up for the wellness plan, I specifically asked if I could cancel at any time, and I was advised I could after a yearI am signed up to receive emails and text communications from the company, yet was not sent anything stating the plan would be renewed for another yearHad I Received ANYTHING I would have cancelled and avoided this terrible experienceI imagine why that is why reminders are not sent, to trap their customersAgain on the office visit on 9/there was more information not disclosed to me, I called to make an appointment, I assumed that I would be in the examination room, as I have been in there EVERY other timeIt wasn't until I got to the hospital that I was informed that they were going to keep him, and did not give any estimate of time of when he would be readyHe was there for over hours even after I called to check to see when he would be readyHe wasn't even seen by the vet because she was doing surgery, so how could have all those services been rendered? 2) POOR RECORD KEEPING- Banfield only sent of pages of the signed wellness plan agreement AND they stated they attached my signature prior to services on 9/- but instead I was sent another customers invoiceOn top of that, the appointment on 10/they claimed to have done a blood sample collect, which is completely the dr only listend to his lungs and heart, so I imagine there are other services that was put on the invoice since I was not in the exam room with him3.) UNNECESSARY TREATMENTS - After consulting with a trained medical professional, I discovered that [redacted] was over vaccinated- which could cause aggressive behavior and other serious issuesAs well as other unnecessary treatments such as the [redacted] Sending me back to the hospital where they can not cancel the wellness plan is ridiculous, on top of that they put my dog in danger and treated him so poorly by leaving him locked in a cage for hours I would NEVER trust anything they sayAgain, I want my plan completely cancelled and my November payment of $to be the last and final payment I ever send to BanfieldI have paid well over $to the company already and its not fair that they can treat me and my dog so terrible and continue to bill me monthly because of a contract that was signed over a year ago with absolutely no reminder of the renewalHow many complaints have to be filed against them before they change their business practicesThey also had a class action lawsuit filed against them in for all of the same reasons I am complainingI hope this decision can be made quickly as going back and forth with the company is adding to the negative experience.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 PetsWe appreciate the opportunity to address this matter We apologize for any confusion regarding the pricing and services included in our Wellness PlansOur plans are designed to include the preventative care recommended for your pet as part of an annual planMany of our packages do include the dental cleaning and anesthetic package included as part of our planIncluding this service as part of a plan can be beneficial for any pet that is needing an anesthetic procedure done as it would provide significant savings by covering the anesthesia as well as the 15% discount on any additional services performedAny services apart from the dental cleaning and anesthesia would be an additional cost no covered under the Wellness Plan but would still receive the 15% discountWhile our staff will make every effort to provide an estimate for services, prices can vary greatly due to unforeseen circumstances In an effort to resolve this matter for the client, Banfield is willing to offer to cancel this plan at no cost to the client effective immediatelyAs a result of this cancellation the client will have no further payments due for the Wellness Plan