Banfield Pet Hospital

Ms*** was contacted us directly on April 5, requesting the opportunity to settle her debt regarding this OWPThe local hospital then agreed, as a client service gesture, to absorb the collections balanceThis was completed on April 6, and no further monies are owed on the OWP for
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Attached is a copy of the signed agreement showing authorization for the auto-renewal, this is a valid agreement. A copy of the agreement and terms and conditions were provided to Ms*** at the time of initial enrollment in December As a client service gesture Banfield did waive 1/of the remaining balance on the plan in March when *** passedThe remaining balance of $is owed on services and discounts already rendered from the plan

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, *** ***

Complaint: ***I am rejecting this response because: as I stated I was not aware that after the initial year a new contract would be restarted without need of my signatureYes I did use Banfield discounted services I never said that I didntMy claim is that I was not aware of being in another contractWhen I took the dog for services Banfield never said if we treat your dog you will be subject to another year contractPerhaps if I new that I would of went somewhere else because I knew I was not going to keep the dogIf everyone contracts automatically rolls over without permission how would you cancel itBanfield needs to give me my money back
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 matterOur records show that Ms*** contacted the Wellness
Plan Relations team on October 1, to discuss the owned balance on her Wellness PlanAt that time, it was explained to Ms*** that a balance of $was owed to cancelShe was asked if she would like for the plan to not renew upon the processing of the owed amountShe then indicated she would call back with a decision regarding whether or not to keep the plan and to make the final paymentsThe owed amount, $59.95, was processed on October 23, As Ms*** did not contact the Wellness Plan Relations team to make changes to her account, the plan renewed back-dated to the August anniversary dateOn November 5, two payments and one non-sufficient funds fee (all totaling $79.90) were draftedThese payments reflected the past-due September and October payments owed on the planOn that date, Ms*** contacted the Wellness Plan Relations team again and requested this balance be refunded to her, as she was under the impression the plan would not renewThe refund in the amount of $was approved and was credited to Ms***’s card later that same dayAt this time, Ms*** was informed that her pet, Trabella, would be due for vaccines on November 26, and Ms*** was asked if she would prefer to keep the plan, or terminate it at that timeMs*** indicated she would like to discuss the matter with her husband before making a decisionIt was emphasized at that time that no changes would be made to the account and the plan would remain activeMs*** did not contact the Wellness Plan Relations team again until January 11, At this time, she indicated again that she had thought the Wellness Plan was cancelledHowever, the Wellness Plan Relations team received no final notification from her indicating she wanted the plan cancelledPayments drafted per the terms of the contract, and due to the nature of the previous conversations, the Wellness Plan Relations team denied the request for the refundThis is within the terms and conditions of the signed Wellness Plan agreement, which has been included for referenceThe plan was cancelled at that timeAs no services have been rendered, Ms***’s requested refund of $has been applied to the card on fileMs*** must provide proof of the over-draft fee from her bank before the $charge can be refundedMs*** may contact Wellness Plan Relations at (888) 649-for further information and instructions on how to do so

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 do apologize for any difficulty Mr*** has experienced
in obtaining an appointment at the Banfield locationWe at Banfield are working hard to ensure that our hospitals have the staff and availability to be able to serve our clients and their pet’s needsWhile our hospitals do work towards making any reasonable accommodations to see our clients, there may be instances where a hospital may not be able to offer an appointment in the client’s desired timeframeIn this instances it may be necessary to schedule an appointment in a future date and seek an appointment at another Banfield in the areaThe Optimum Wellness Plan does not guarantee same day or walk in appointment availabilityAny services provided at an outside care facility are not covered under the Wellness Plan therefore we cannot provide reimbursement for outside servicesAs part of the Optimum Wellness Plan we offer the services included as a bundled package in which the costs of those services are divided in monthly installments allowing for services to be used upfront and have the costs spread out on a monthly basisSince the payments made monthly are part of a payment plan for a set amount of services, they do not pertain to coverage for a certain month or period of time but rather for paying off the services included in the Wellness PlanAs such we cannot offer to refund monthly payments as have been paid towards services that were utilized from the planFor the cancellation of the Wellness Plan there is a balance that is due to cover the services that have been utilized as part of the planThis includes the Comprehensive exam, neutering, and vaccinations among other services that have been provided under the Wellness PlanIn this the case the services and discounts provided under this plan would total $at retail valueThe total cost for the plan year is $Since the cost of the services that have been provided exceed the cost of the plan year, the remaining installments for the plan year are due to cancelWe do show that Mr*** has included the Triheart Plus for heartworm prevention for months as well as the Firstshield Trio for flea and tick prevention for the full months of the planThe Triheart Plus is a prescription item which is dispensed at the hospital location directly and any concerns regarding the dispensing of this product or a heartworm diagnosis would need to be discussed by the client directly with the hospital locationAny concerns regarding the shipping of the Firstshield product can be addressed by contacting our Home Delivery department at 888-917-

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.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, monthly installment payments will only be billed directly to Member’s credit card or deducted from Member’s bank account.If Mr*** would like to pay the remaining balance up front to avoid any further auto debits he can contact our financial team at 1-888-448-

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 matterPer our records the account on file belongs to *** ***
and any information or concerns regarding the account or balance need to be directly addressed with *** as we cannot disclose information to ***She can contact us with any questions at our Client Financial Services team at (888) In regards to the charges on the account for *** we show that *** initially called in October of to cancel the plan that was activeWe informed *** that the plan was under ***’s name and would need to speak with that person to cancel the plan but did offer to remove the card information for *** to stop any further chargesPer our notes this was declined by *** so the charges continued until February of when *** again contacted us and we removed his card information per his requestWe would be able to offer to refund any charges that came after the initial call made by *** on October 26th, In order for us to have this processed as a check we would need to have *** contact us directly to approve this to be doneShe can contact us directly at our Client Advocate Team at 877-500-

We have included a copy of the agreement listing the services covered under the OWPsAll resolution discussions will need to be had with the local hospital leader

Complaint: ***I am rejecting this response because:I'm not paying for services that I never requested or see occurI will reiterate, the only thing I will pay for is the Trifexis as that is what I requested and usedI already spoke to hospital leadership and I've never spoken to anyone so disrespectful in my life. Sincerely,*** ***

We have attached a copy of the signed agreement related to this matterAgain all services provided were authorized and provided from the planWe can offer to waive of the remaining payments as a client service gesture, however the remaining balance of $will stand

Pavers Depot completed our paver driveway on January This afternoon, January 23, our driveway started crumbling (see picture)
See attached pictures of driveway crumbling less than days after completion Upon closer examination there are many loose pavers, places where the concrete edging is cracked or doesn't come to the top of the pavers, etc

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

We appreciate the opportunity to address Ms***’ concerns unfortunately we aren’t able to locate her file at this timeCan you provide us with the following so we can look into this matter: -Name on Record (If not under your own) - Pet Name -A telephone number on file

Thank you for forwarding a copy of the complaint from our client Jenna ***Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for PetsWe appreciate the opportunity to address this matter
We wish to offer our condolence to Ms*** for the
loss of her beloved petIt is never easy to lose a special friendIn 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 *** had received services and discounts totaling $and discounts and Ms*** has paid $leaving a balance of $OWP agreements are signed contracts that obligate the signer to fulfill their part of their contractIn this case, Ms*** is responsible for fulfilling her obligation for this planThe balance can be paid all at once by contacting our Wellness Plan Relations Team or by allowing payments to draft as due on the 26th of each monthAfter payments have drafted and the balance is paid, the plan can be cancelled by contacting the Wellness Plan Relations Team

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
Wellness Plans are discount membership
plans designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts under an annual agreement that automatically renew at the end of the 12-month planAgreements may be cancelled at any time, however typically 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, *** plan renewed on June 9, to an adult level planAfter speaking with Ms*** on June 22, the plan was confirmedMs*** was told that she could cancel at any time and that if no services were used there would be no cost to cancel
Ms*** received services and discounts from the plan on June 30th, July 30th and August 4thUnfortunately the authorized monthly payments began to fail in November After multiple communication attempts the plan was cancelled and the unpaid amount was sent to collection per the terms of the agreement
We understand that Ms*** was not happy that she was offered a drop off examination for ***We understand that this option is not preferred for some clients however there are times when the hospital is unable to provide an in room exam due to scheduling, patient levels and/or the presence of an emergency
As the balance owed for the plan is valid and collectable per the terms of the agreement we would encourage Ms*** to contact us at 888-448-to discuss settlement/payment options

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 Free Exam coupon provided from the website entitles a first-time
client with a free exam/office callThe coupon does not cover any diagnostics, treatments or medicationsThe coupon applies regardless of a client’s decision whether or not to enroll in an 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 *** *** requested information on dental cleanings for both of her pets she was provided with estimates to show the possible costs of dental cleaning with and without the possible extractions as well as the cost of care with and without the OWP*** *** was also presented with recommended preventive care including, flea/tick prevention, vaccines, fecal and deworming*** *** declined all recommendations with the exception of the fecal exam, which was provided at that time
*** *** opted to enroll her pets on OWPs at that visitShe was educated in room, by the medical team, in regards to the terms of the agreement prior to signing the electronic pin padShe was also provided with a copy of the agreement
Per the terms of the agreement, a client can cancel an OWP at any time but if cancelled within four business days of enrollment, the membership fee and other fees paid are refundable minus the undiscounted retail value of services and discounts used under the OWP
In this case, the pets received services and discounts in excess of what was paid on the day of enrollment*** *** was asked to pay the remaining balance on the services authorized and provided on the day of enrollment in the total amount of $($for *** *** and $for *** ***)*** *** authorized this charge on October 18,
As all services were discussed with and authorized by *** *** prior to being provided Banfield must decline the requested refund in this matterWe will be asking the local hospital leadership to look into the concern regarding the cleanliness of the hospital

Complaint: ***
I am rejecting this response because:Please add to my rejection that it is NOT my signature or legal name on their contractI did not sign or know anything about thisI am happy to send a copy of my license to prove my signature and legal name. Also, I notice that the month agreement started 5/16/It clearly says that if I was the co-signer, I would need to approve itI have never seen this paper or received anything in the mail to my address. Also, my mom initialed both spotsIf I had to to agree, I didn't and the contract should be null and voidI can prove that it's not my signature and I didn't initial anythingHer estate is responsible, not meEspecially if my signature was fraudulent
Sincerely,
*** ***

Ms***, with all due respect we must remind you that we submitted the unpaid account to the third party collections agencyThe account we submitted for a Ms*** *** reportedly residing at your same address, was a valid debtBANFIELD did not submit the account to the credit agenciesAgain, IF THIS IS NOT YOUR DEBT THIS CAN BE REMOVEDWe attempted to contact you by phone on 2/and left a voicemail with call back information and we have not yet received the requested call backAgain you must speak with *** *** in order to formally dispute this collections accountTheir contact number is ***Their notes indicate that they have also been attempting to contact you via phone and through your Revdex.com complaint with themWe do have copies of signed agreements for this debt, but as you have indicated that this is not you we cannot provide you with a copy of these agreements.As Banfield is a veterinary facility we do not obtain our client's Social Security numbers

Banfield in margate ***