Banfield Pet Hospital

Complaint: ***I am rejecting this response because:
The so called "contract" was for one year, which has passedI need prove that shows I agreed to and signed in regards to the bill I supposedly incurred after the first yearWhen I signed up for that first year, I gave all the relevant information over the phoneI never received any "contract" in the mail, if now there is a follow up to the so called "contract", it is a definite fine print to suck out more money from desperate fur parentsThis is a major scam from Banfield! Sincerely
*** ***
*** ***

Thank you for forwarding a copy of the complaint from our client, *** ***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
When Mr*** enrolled his pet, Bella, on an OWP he enrolled her with a 12-month Trifexis optionOn May 12, Mr*** altered his plan by removing the Trifexis medication and adding a 12-month Tri-Heart Plus prevention option as well as an 8-month FirstShield Trio optionThis change in plan options decreased Me***’s monthly OWP by $monthly, from $to $
Banfield representatives, both in the local hospital and at the home office, have been in contact with Mr*** since the initial concern was brought to our attention by Mr*** in November
On the current plan, Bella has received services and discounts with a retail value totaling $Mr*** has paid $has been paid in monthly payments towards the services received
As a client services gesture Banfield has waived the March payment from Bella’s OWPThere are now remaining payments on Bella’s plan in the total amount of $

Thank you for forwarding a copy of the complaint from our client. 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 certainly can understand Mr*** frustrations
Unfortunately we were unable to collect the August payment so the plan was placed on holdPer the terms of 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
We did attempt to contact Mr*** via phone and mail regarding the account status, failed payment and pending collections attemptsWe were not aware of Mr*** travel at that timeIf we had been informed or contacted we may have been able to postpone or reschedule a payment or two in order to prevent the auto-cancellation to collections
We encourage Mr*** to contact us at 888-448-for possible settlement/re-enrollment options

We understand Ms***’s griefLosing a pet is never easyWe apologize for any difficulty Ms*** experienced when attempting to contact our Wellness Plan Relations teamMs*** was able to contact the Wellness Plan Relations team via email and they advised her of the details of her account and the cancellation processAs services were used in excess of the cost of the plan Ms*** was advised that there was a remaining balance owedWe have, as a courtesy, waived of those remaining payments and reduced the amount owed to This balance may be paid all at once or as the previously agreed upon monthly payments for the next months

Complaint: ***
I am rejecting this response because:The health certificates provided by another banfield location were exactly the same Issued by Banfield Cypress texas and I was not charged Veterinarian fee.Can you explain why one location charge for veterinarian time and the other one does not ? It was identical job? I only requested a health certificate that will meet Mexican Customs requirements it is the veterinarian responsibility to be prepared for the appointment, I had to make two trips because she could not see me on my first scheduled appointment Sincerely,
*** ***

Complaint: ***I am rejecting this response because: I have reached out to the Customer Advocacy team as well as the medical director of this location with no responseHere again, Baffled is rejecting the opportunity to discuss this issue with me This VET, Dr P***, overdose my pet This is malpractice! I would like to cancel my Optimum Insurance Plan because there is no way I can entrust my pets care to this facility To do so, I need someone from one of the many departments that I have called to return my calls Sincerely,*** ***

Complaint: ***I am rejecting this response because: I received a voice-mail from Heidi at Banfield, asking me to call backI called back and left a message when no one answeredI still have not heard back from them I would like to cancel all accounts for my pets on Banfield and would like a refund for them continuing to bill me for all pets.
Thank you.
***
Sincerely,*** ***

Thank you for forwarding a copy of the complaint from our client *** ***. 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 have been in communication directly
with this client to address them

Complaint: ***
I am rejecting this response because:We received nothing of value from this businessTheir statement that we refused sedation is not trueThe individual stated that the Vet used to work with tigers and was not scared our dog but she would not even get close to the dog to provide an examinationShe was just trying to shuffle us through and charge us as much as possibleThis business is highly unethicalWe believe we are entitle to a FULL REFUND

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ** ** ***

Thank you for forwarding a copy of the complaint from our client *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address these concerns for Mr***Wellness Plans 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 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 awayThese terms are explained in the Wellness Plan agreement that was signed upon enrollmentIn this case, Harley received services and discounts with a retail value totaling $Mr*** has paid $(payments @ $24.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $which is the total of the remaining installments for the current plan yearAs a client service gesture, Banfield Pet Hospital will offer to waive of the remaining payments, leaving a remaining balance of to cancel the plan completelyAccording to the agreement signed by Mr***, He is responsible for fulfilling his obligation under the Optimum Wellness PlanUntil Mr*** details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreementIf the payments are unable to be collected through the agreed method and is past due for more than days, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies.”

Thank you for forwarding a copy of the complaint from our client *** ***. 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
*** *** regarding his concerns

Thank you for forwarding a copy of the complaint from our client *** ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWe acknowledge that there may be a long wait time at times
to reach a representative and that Ms*** has called three timesIn 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)Ms*** has two pets currently on Wellness PlansIn this case, Fawkes received services and discounts with a retail value totaling $(less than the cost of the plan)Ms*** has paid $(payments of $32.95) leaving a balance of $*** has received services and discounts with a retail value exceeding the cost of the plan ($314.26) which leaves Ms*** responsible for the cost of the planThe plan cost is $and Ms*** has paid $(payments @ $24.95) leaving a balance of $(payments of $24.95)According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Wellness PlanAt this time the Wellness Plans have been set to not renewThe balance can either be paid all at once and the plan cancelled immediately or the remaining Wellness Plan payments can draft as due each month and the plan would then cancel

Complaint: ***
I am rejecting this response because: the Xray shows periapical pathology on the mesial root of the upper right first molar and it should have been extracted while she was under anesthesia The amount of time spent on a cleaning and multiple radiographs of which perhaps at best are of diagnostic quality is unacceptable and shows a lack of training and skill I also have not received any help but I was actually treated quite condescendingly by Matt The Vet seemed fearful to do the extraction stating to me that the tooth seemed ankylosed and she was trying to get me to go to another facility That doesn't promote confidence in her skills as she should be able to do an extraction regardless It seemed like a like she was uncomfortable in doing the extraction and rather than being honest, wasted a lot of time on her cleaning and radiographs and phone calls to avoid doing the Xray I absolutely wanted the extraction done, especially since the pathology is evident
Sincerely,
*** ***

Banfield has already provided copies of the agreements and breakdown of payments indicating the remaining balance is validAlthough Banfield cannot accept the return of a medication due to State wide pharmacy laws, we did offer a credit for the unused product in by waiving the equivalent amount in OWP payments. The remaining balance on the plan is valid and will not be adjusted further

Complaint: ***I am rejecting this response because: Even know I paid my remaining balance I am still very unhappy with the service provided and the way the accounts are handled After having our new vets go over the records there are many things they feel that were not needed or should not have been done The vets that you hire are not working for the best of interest of our pets but nothing more then how much they can charge an unknowing customer They single vet that you did have that knew what was going you fired and closed the office On top of all other things you do no honor your contract instead you have "loopholes" around all the cancellation due to insufficient service And after doing a lot of research I am far from the first x-customer to have these issues I will do my part and highly recommend against any bandfield services because of this.Sincerely,*** ***

Ms*** has spoken with several associates, many of whom have reviewed with her the following:Ms*** has provided redacted bank statements showing our attempts to draft the agreed upon monthly payments that were returned as "failed" and the over draft fees charged by her bank for the attempts.Banfield had not received the payments in question.We have requested a full statement without Ms***'s redactions showing both the attempted payments and the available funds as what she is providing does not show that the payments were honored by her bank.A supervisor has attempted to contact Ms*** multiple times leaving messages requesting call backsAs a client services gesture Banfield has waived the past due balance for *** and the February payments for all three OWPsBanfield will waive no further payments but we are still open to reviewing the unaltered statement

Complaint: ***I am rejecting this response because: like I have stated numerous times to Banfield, I have paid for a lot more then I have ever receivedI pay did everything including this so called wellness plan which covers nothing my cats really needI find myself taking them in just to not recieve the treatment im paying for and im sitting for hours waiting when I am thereI feel as though this is a scamLike I stated previously, my cat died because your so called doctor was so busy which I will also attach paperwork from another vetWhy would I have to go to another vet, because I was forced to because of banfield negligence to have doctors on callI do not want this service nor can afford it any longerThey lied to me at siwhen I asked can I get out when I wantThey stated of course you just cancelThey never mentioned I was in a contractI would never sign a contract with anyoneFor this reason aloneI was also told this would cover my cats in case of an emergancy by every employee tgat works in danversI was lied to time and againI brought *** in for worms three times and they have yet to get rid of themThis wellness plan is worthless and they know itAll thet do is want moneyPay pay payI had to reschedual almost every appointment ive set because these people are always so busyI own businesses and work by appointments and miss work for nothingJust to be told sordy can we reschedualThen when I do tey and set timed they always want to set them when its impossibal for me to make it inSo nothing gets doneI refuse to pay another penny to BansfieldI much rather go to court with them and take it from thereI am bearly surviving myselfI just can't afford to throw money down the drainIf bansfield is going to just threaten me with collectionsWhich sounds just like them im most definitely not paying period At tgat point it wont matter anyway whether its on my credit or not because even if I pay it it still showsAnd I dont have credit anyway so thats a pointless threatYou would think a company this big would hsve a better solution rather then threats to hatm a customer with ruining tgeir credit lolPathetic and exactly why I want nothing to do with themI can not pay what I do not haveIve paid you for yearsThete is about two months left in this contractGod forbid they just let you live your life without nickle and dimeing youIf bansfield isnt willing to work out a deal tgen im sorry I have to eat and house myself before I worry about this matterIm looking to walk away from people who have done nothing for me and are of no benifitI feel as though your services are a scam and you just take peoples moneyI pay for everythingNever once have I walked into bansfield and not paid at least a hundred dollars on top of the monthly feesPlus perscriptionsUnrealWe just need to come to an agreementTy.
Sincerely,*** ***

Thank you for forwarding a copy of the complaint from our client Ms*** 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 would like to apologize for the
miscommunication regarding the cost of cancellationThe Optimum Wellness Plan for *** was cancelled on June 7th, A refund in the amount of $has been submitted to the credit card on file, and should be received within five to ten business days

Complaint: ***
I am rejecting this response because: this was an outright lieI have audio proof that the company gave one price and then lied by saying they didn't give that price They claim I acted in a threatening manner and that was a lie as well All I simply said to them was that they told me one thing over the phone and then told me a different price I person The only threat that was given was that I was going to report them to the Revdex.com and the corporate officeI have audio recordings of them over the phone of them telling me that the flea and tick preventative program was going to cost $per month and would remain that way until the dog was an adultThen they said it will most likely be lowered because the age and weight would be consistentWhen I got to the location and spoke to the same vet she then said that she did not tell me this however I have an audio recording of her saying exactly thatWhen I told her that I had an audio recording of her telling me this information she got on the defensive and then told me that I would have to leave and that she would not sign me up on the planI can certainly attach an audio recording of her telling me what she is denying if this is needed
Sincerely,
*** ***