Banfield Pet Hospital

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 matterMr [redacted] ’s January 12, and February 12, payments (@$each) have failed repeated attempts from withdrawalAs such a $NSF fee was assessed, per the terms of the agreementAs we have previously waived similar fees as service gestures we will not be waiving any additional feesThe two failed payments and the NSF fee equal $

As previously stated our team was not aware of ***'s age or vaccine status prior to her appointment so were unable to inform her prior to her arrivalOnce they became aware of the pets age and vaccine status, after being placed in a private room, the need for a Rabies vaccination was discussedAgain the requirement that a week old canine receive a Rabies vaccination is a State of New York requirementOur team was not trying to make things difficult for [redacted] however they are unable to provide additional care/exams without proof of a valid Rabies vaccination or the client's expressed intention of vaccinating same dayWe apologize for any inconvenience or frustration this experience may have caused but we are bound state laws in this regardAgain, Banfield would be willing to provide [redacted] with a free office visit should she choose to return to either obtain the vaccine or with proof of a valid Rabies vaccine

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 Eagan, MN hospital and we highly encourage her 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 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 @ $54.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $According to the agreement signed by M***, 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 agreementWe have also forwarded Ms***’s concerns to the Balcones hospital in [redacted] , [redacted] so that they may reach out to her directly to further address her concernsAs her Wellness Plan can be used at any Banfield Pet Hospital, we invite Ms [redacted] to reach out to any of the other five locations within a ten mile radius of her home zip code as they may have increased availability

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***' concerns to the [redacted] and we highly encourage her to communicate with them directly regarding this matter

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 matterWe would like to extend our condolences to Ms [redacted] for the loss of her beloved family member, [redacted] While we understand Ms [redacted] ’s request the is specific to the pet designated on the agreement and cannot be transferredWe understand that Ms [redacted] has already spoken to our Wellness Plan Relations Team regarding her cancellation optionsIf she has any additional questions she can reach the Wellness Plan Relations Team by phone at 888-649-or by email at [email protected]

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 OWPThis information is contained within all marketing materials and educational video located within the hospital.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 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 In September Mr [redacted] contacted us and indicated his desire to cancel the OWP for ***He was advised at that time of the balance owed on the plan for services already provided in the amount of $Mr [redacted] stopped making payments on the OWP after November Although Mr [redacted] made a payment on the account of $on January 17, the OWP was cancelled on February 3, and sent to collections for the remaining OWP payments as the account had been on hold for failed payments for more than days Mr [redacted] contacted us on February 6, and made a payment towards the collections account of $As of February 28, 2018, our last call with Mr [redacted] , he was advised that the current balance owed stands at $234.06, which includes the third-party collections fees A copy of the signed has been supplied to Mr [redacted]

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 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 $and [redacted] has paid $in monthly payments towards those services and the OWPThe 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 $owed to cancel the plan can either be paid by making the Oct-Dec payments or by contacting us to make a one-time payment of $

Complaint: [redacted] I am rejecting this response because I have contacted the bank and have verified that the payments have been deducted from my account However, they HAVE NOT been applied to my Banfield account Multiple Banfield representatives have verified with me that the five payments have not been applied to the account They do not have record of the payments and I have provided the information necessary to track the payments Unfortunately, it seems that random representatives are answering the complaint without actually looking into where the payments have been applied and without having all of the information The NSF was not waived in January because the problem was resolved I placed the bank on the other line so that I could verify the transactionsThat particular representative went through my account with me and verified that the payments in question had not been applied to my Banfield records and that the request to move the date was actually discussed in December but the payment was still run in error on the 8th There is suppose to be a payment drafted from my account tomorrow because the account is showing past due However, there are payments that have not been applied The account should not reflect past due I DO NOT want any payments drafted from my account until this is resolved and I have sent this in an emailI have requested to have my bank account reviewed from April to July since we have found missing payments during the period from July to January I just received a detailed payment history from Banfield yesterday after having to call back for the third or fourth time The representatives have been sarcastic and rude with the exception of ShannonShe was helpfulBanfield stated that they will reach out again in their response to this complaint, however, I have not spoken with a supervisor as requested and have not received an email as requested if they are unable to reach me by phone I have requested to have them on the phone with the bank again to verify the transaction despite the fact that I have provided written proof of the Banfield error but I am always told that someone will contact me in to hoursI am requesting again that the missing payments be applied to my account and that the NSF are refunded and that they do not draft my account tomorrow My pet's also have an appointment that I do not want to be disrupted due to information regarding my account being past due Thank you! They stated that I needed to give a verbal authorization to move the date I did when I spoke with the representative December 21, who I informed that I wanted to have the January payment run on the 12th and I also spoke with the local store when I took my dogs in on December 31, Sincerely, [redacted] ***

The local hospital leader called Mr [redacted] on to discuss his concerns (as he had previously contacted us directly)They discussed the manufacturer error which resulted in the mislabeling of the vaccine provided to his pet, this error was out of our control though we have taken steps to revaccinate all pets that were affectedMsBrandriet also apologized for the miscommunication that led to Mr [redacted] sedating his pet for an appointment we were unable to completeAs a client services gesture we have waived monthly payment (May 2018) on Tiny's OWP As the OWPs are not "pre-pay" plan and instead monthly installments on a package of services, no services have been "Pre-paid"No further reimbursement will be provided at this time

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 matterThe Wellness Plan that was enrolled by the client is a preventative care plan which consists of monthly installmentsPer the agreement signed at enrollment, the client agrees to pay this installment plan on a monthly basis in exchange for the preventative care services provided under this planServices were provided for the client’s pet [redacted] under this plan and therefore there is a remaining balance due for the remaining payments for the Wellness PlanSince services were utilized under this plan, we cannot offer to remove this balanceThe unpaid balance has been sent to a third party collections agency after being more than days past due according to the plan agreement 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 timeIn an effort to resolve this, Banfield Pet Hospital is willing to waive half of the remaining balance and settle for the amount of to clear this balanceThis amount can be paid by the client by contacting our Client Financial Services department 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 matterBanfield 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 an OWP applies only to the pet listed on the agreement at time of enrollment and is not transferable to any other pet or ownerA 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 OWPThe OWP was started on January 30th, Tiger had one visit and a total of $in services and discounts were usedMs [redacted] paid $in monthly installmentsThere is a remaining balance of $for the remaining monthly installmentsOWP agreements are signed contracts that obligate the signer to fulfill their part of their contractIn this case, Ms [redacted] is responsible for fulfilling her obligation for this planThe balance can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing payments to draft as due on the 26th of each month

Complaint: [redacted] I am rejecting this response because: I have called both the Banfield corporate and local offices repeatedly My name is absolutely in their records as is my pets nameThe account we are attempting to close was opened by my wife, [redacted] ***, but bears both our names My pets name is [redacted] This is the same ridiculous and incompetent treatment I have come to expect from Banfield.Sincerely, [redacted]

When Mr [redacted] contacted our team on March 9th with the request to cancel the plan for financial reasons her was reminded of the terms of the agreementWellness Plans are discount membership plans designed to help make top quality veterinary care convenient and affordableAgreements 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 $Mr [redacted] has paid $(payments @ $42.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $171.80, the remaining payments According to the agreement signed by Mr [redacted] , he is responsible for fulfilling his obligation under the Optimum Wellness Plan

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, 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 As a customer service gesture Banfield will cancel the OWP and refund the last three payments for a total of $

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 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] plan renewed automatically from the puppy OWP to an adult OWP, per the terms of the agreement on April 13, When the appointment was scheduled and when Ms [redacted] presented for the comprehensive exam and vaccines on April 24, 2017, the newly renewed OWP was active and therefore would cover all preventive care that was dueThe local hospital did not misrepresent this fact as they did not know of Ms [redacted] decision to not renew her planWhen she did alert the team to this they stopped the care and service at that time, however they had already provided a physical examination and blood workThey did cancel the new plan at no cost for Ms [redacted] however the fees for the services already provided were valid and collectableMr [redacted] was informed she no longer owed any monies for the OWP however she was not told that there was a zero balance for the services rendered The local hospital has attempted to discuss this matter with Ms***These are services authorized by Ms [redacted] and provided in full by the hospitalThe balance in collections is valid and will not be adjusted at this time

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 leadership team responsible for this location reached out to Ms [redacted] on 1/2/and left her a voicemailWe encourage Ms [redacted] to reach out to them so that they may assist her in resolving her concerns

Thank you for forwarding a copy of the complaint from our clientBanfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter The last visit [redacted] had with our hospital was on May 17, At that visit [redacted] received many authorized services from the Optimum Wellness Plan (OWP) 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 any 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 In this case our client stopped making payments on their OWPs after May 19, The OWPs were automatically cancelled on October 19, 2017, days after the last payments were madePursuant to the terms of the OWP, Banfield is entitled the remaining payments on both OWPs The request has been made that the collections account for this client’s OWPs be removedThese are valid debts and as such will remain collectable and in collections until paid in full

We are sorry we have been unable to resolve this concern to Mr [redacted] 's satisfaction at this timeWe do encourage him to speak directly to the hospital leader regarding the communications that occurred in hospital on the day in questionAt this time the cost to cancel remains as previously reported

the response from doctor was to keep doing what they gave been recommending that clearly has not been working and to go to another vet office Complaint: [redacted] I am rejecting this response because:Sincerely, [redacted]