Banfield Pet Hospital

Complaint: [redacted] I am rejecting this response because:The physical exam was authorized under the reasonable expectation that it would render acceptable results in a crisisIt was paid for under duress, having had no comparison with which to understand the lack of quality I was paying forThe examination was given and the payment received in bad faithI would like my money back, please

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 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 natureThose concerns would be best addressed directly with the attending medical team at your local hospitalWe have passed on your concerns to the hospital and have directed them to contact you directly within 3-business day regarding this matter If regards to 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 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 In this case as [redacted] has received services and discounts in the amount of $and has paid $towards those services, the amount owed to cancel the plan at this time is $311.60, the remaining payments

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

Tell us why here...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 Ms [redacted] opted (mid plan year) to add in the 6- month Trifexis option in March When the OWP for Camillo auto renewed in June 20, the option renewed as well, per the terms of the agreement addendum (attached) Although, when Ms [redacted] checked Camilo in, for her preventive care appointment on August 17, (almost months after renewal) two separate team members verified the OWP/Trifexis renewal once Ms [redacted] checked out and the invoice was closed she advised the team that she no longer wanted the Trifexis option or even the OWP During additional conversations that afternoon a resolution was offered to Ms [redacted] Unfortunately, Ms [redacted] was unclear as to her acceptance as she appeared to have changed her mind Currently there are resolution options available to Ms [redacted] : (1) As previously offered, Ms [redacted] may pick up the Trifexis at her local hospital and continue the plan as agreed (2) Ms [redacted] may contact the local hospital to arrange the offered refund of $In this case Ms [redacted] would opt not to receive the Trifexis and the monthly payments would continue as agreed (3) Ms [redacted] may contact our Wellness Plan Relations (WPR) team at to accept a credit of monthly payments on the OWPIn this case Ms [redacted] would opt not to receive the Trifexis and would either continue the monthly payments as agreed or cancel the plan Ms [redacted] must decide which of these three resolutions she would prefer and contact the appropriate party (local hospital or phone number noted above) to complete

Ms [redacted] originally presented her pet, ***, on August 5, for an ear hematomaShe was presented at that time the treatment options of surgical repair versus conservative treatment (draining) including the pros and cons and estimated costs of eachMs [redacted] opted to have the hematoma drained at that time Ms [redacted] returned on August 10, as the hematoma had returned, a known complication of hematoma drainingAs part of the discharge instructions Ms [redacted] was advised that the post operative bandage would need to be changed in daysShe was advised that if she brought her own bandage into the hospital she could avoid the bandage charge however there would be an office call/physical exam fee as the doctor would need to remove the bandage, exam the ear and re-bandage the ear Ms [redacted] did not return until August 24, for a recheck of the ear and removal of sutures [redacted] was recovering well at that timeMs [redacted] was charged for a follow up physical exam/office call fee The care provided and the associated fees were appropriate

Complaint: [redacted] I am rejecting this response because I do not feel that the explanation I was given by Banfield is acceptableI will be filing another compliant with Banfield's corporate headquarters.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: I had previously spoken to Dr. Dyke and had requested to speak to his supervisor, I feel that I was justified in cancelling my plans. Dr. Dyke stated that he would have his supervisor call me and refused to provide me with the name or phone number of the supervisor on October 15th. I have still not received a call back from the supervisor to discuss what all took place. I have also contacted the client advocate team on October 16th and again today but have still not received a call back. This is a perfect example of the horrible service that caused me to cancel my pets plans. 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 matterWe apologize for any difficulties reaching our Home Office, we realize it can be frustratingMs [redacted] enrolled on an Optimum Wellness Plan (OWP) on December 11th, In regards to the 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)The hospital has cancelled the OWP for Ms [redacted] at no further costIn an effort to resolve this concern, we will be refunding both the $membership fee and the initial installment of $for a total of $

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 agreementUnused services do not roll over from one year to the nextIn this case, Ms***’s pets were last seen by Banfield Pet Hospital on December 5, Since that time, Ms [redacted] was contacted by the Missouri City, TX Banfield Pet Hospital on May 29, and July 30, regarding services dueAt least two scheduled appointments had been either missed or rescheduled by Ms [redacted] in that timeThe 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 $Ms [redacted] has paid $(payments @ $34.95) towards the services received [redacted] received services and discounts with a retail value totaling $Ms [redacted] has paid $(payments @ $34.95) towards the services received According to the agreements signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanNo 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: No your company is wrong, how why are you going to make the customer at fault that is not fair I pay my dues just because your computer states I didn't pay and I did why do I need to pay again the same balance? No your company is going to fix this problem, and I am not going to pay twice for a balance I already paid, either you get it fixed or I will continue to fight this until your company corrects the mistake, you pick.Sincerely, [redacted]

Attached is the bill for the full amount from the collection agency, and also, notes from [redacted] medical records showing that Banfield agreed to a lesser amount Again, in response to Banfield continuously speaking about how the Wellness Plan works, that was clearly not the issue, they agreed to an amount and they did not correct it Thank you, ***

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 are very sorry to hear about the loss of your family’s pet, ***Our thoughts are with you during this difficult timePlease accept our deepest condolences 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, 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 We see that the cost of services provided for your pet cost more than the OWP for the yearWe have been made aware the balance has been paid and the OWP was cancelledA refund is not due as services covered by the OWP were provided

Complaint: [redacted] I am rejecting this response because: I do believe that Banfield could understand that without a vehicle at this present time, getting m pets to Rockford is impossible There are instances in life that we cannot control I had to find an apartment that would accept my pets This is the one I could find and it is a blessing as I do not want to ever have to give up my pets I have asked if Banfield could split the cost with me since I am on a limited income due to being on disability I would also think they would be more reasonable I DO NOT accept this It is unfair and would require me to NEVER be able to get my pets vet care if I am only able to go to Rockford, Ilwhich is the closest hospital Exceptions should be made in events such as this.Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:Then banfield illegally charged my credit card because I am the the contract holder just as they state hereI want all my money back for years! Sincerely, [redacted] ***

Subject: Revdex.com Complaint ID: [redacted] [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 fundsBUT then the letters and continues demands for monies started up even greater than before, and has not let upI have dated letters and I’ve kept a phone record log of the phone calls with names and datesI was really hoping that this was resolved and per the phone call after my letter to you was received from BandfieldI would have assumed that would have been the case.Then to my dismay it has notHow can a dog with whom the Vet “DrKiera K [redacted] “has determined that cannot use the benefits due to poor Miss [redacted] jaw being broken by DrSeana 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 coveredPlease consider looking this possible scamI 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 pet insurance contract.))” I also never ever received a copy of the contract that They said I signed for the pet insurance about years agoIn 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 lettersThey should be grateful I did not sue for the doctor’s negligence and care of my best friendYours very truly Sincerely [redacted] ***

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

Complaint: [redacted] I am rejecting this response because: The facts have not been addressedThe first being that Banfield requested funds from my bank twice on the same day which resulted in the second payment being turned down A woman named JP from Banfield called me on Monday 9/28/and admitted that this was their errorI do not understand how they can ask for payment when it was their actions that caused the payments to be stoppedI was never notified that there was a problem with paymentsHad I been notified I would have certainly authorized payment for the continuation of my dogs care as I originally intended when I signed up in April of JP has now offered that the amount I should pay is $She has also said that even if I pay this amount my dogs wellness plan cannot be reinstatedWhy then, am I being ask to pay anything if I cannot use the benefits of the plan? Banfield has now given me until November 25,to payPlease adviseThank you.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 matterLosing a companion such as [redacted] can be devastating and our hearts go out to Ms [redacted] We were are deeply saddened to hear of ***’s passing and offer our condolencesWe have elevated Ms [redacted] ’s prior complaint as we believe that she should have been contacted and her concerns heard and resolved prior to nowShe should hear from someone in hospital/field leadership within 3-daysIn 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 [redacted] received services and discounts with a retail value totally $Ms [redacted] had paid $(payments @ $38.95, including the August and September payments)The remaining payments (October and November 2016) on the plan are $(payments @ $38.95)According to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Wellness PlanIn an effort to resolve this complaint, we are willing to waive the balance of the wellness plan and cancel it at no costWe cannot however offer the requested reimbursement for August and September’s payments at this timeWe have requested that the hospital/field leader review this request prior to contacting 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 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***’s concerns to the hospital and we understand that they have contacted her and addressed this matter alreadyOur records indicate that DrM [redacted] spoke with Ms [redacted] about this matter as of December 12, at which time it was agreed that Ms [redacted] could return the five remaining Trifexis tablets for a full refundWe now consider this matter resolved

We appreciate Ms. [redacted] reaching out to us directly on, or around, 8-4-17 via email, regarding her concerns. She was contacted on 8-4-17 and was informed that the medical care provided along with her stated concerns were being reviewed with hospital and field leadership and that someone would be... following up with her once the review was complete. We understand that the weekend did cause a slight delay and we would ask that Ms. [redacted] allow time for the review to reach completion.