Banfield Pet Hospital

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
As indicated in the terms, OWPs auto-renew on an annual basisClients are asked to initial this auto-renewal term specifically when enrolling
When Ms*** presented to the hospital on February 21, to demand a refund for payments made on the renewed plan as she stated she had “never authorized” the plan to renewShe was reminded that she had authorized the renewal at the time of enrollmentWhen she expressed anger that she had not received reminders for her pet’s preventive care, she was reminded that she had declined those services at her October visit
Ms*** did not call or write the home office to indicate she did not want the plan to renew, per the terms of the agreementMs*** contacted us on February 22, demanding her plan be cancelled and her money refundedAs no services had yet been used on the new plan it was cancelled at no cost
As a service gesture Banfield will refund the February payment, however no additional payments will be refunded

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 do understand the stress and concern
that a sudden and potentially fatal illness can cause and we are glad to hear, from Ms***’s last communication with the hospital team that *** is doing well and is recovering from her recent hypoglycemic incident
We must remind Ms*** that Wellness 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, which is why there are charges associated to services and treatments not covered on the plan
Banfield also offered HOPE Funds to eligible pets and clients, unfortunately Ms*** did not qualifyBanfield also accepts CareCredit as a payment option however it does not appear that Ms*** applied for this option.
Again we are glad to hear *** is doing better and we hope that she continues to improve

Complaint: ***
I am rejecting this response because:
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 Wellness Plans are set to renew automatically at the end
of the plan year to continue the preventative care included as part of our plansPer our terms and conditions the client can set the plan to not renew at any time before the plan renewal dateOur records show that we spoke to Mrs*** on January 13th, and set the plan for Cash to not renew per the client’s requestCurrently the plan is set to automatically end on July 9th when the current plan year expires and will not renew any furtherThe final installment is set to come out on July 5th and there will be no further charges after that dateWe apologize for any confusion with the Wellness Plan information presented in the client’s account on our website would like to assure the client that their Wellness Plan has been set to not renew as was requested

Hello everyone, I'm appreciative for the work of the Revdex.com in facilitating this conversation.
The response provided by Banfield is a start, however it does not address several of the points I included in my initial writing. Separately, unlike the Revdex.com, and me myself, it appears Banfield is not including a personal name on their response. This also seems a bit evasive. I request the Banfield team review my initial writing to the Revdex.com, and explain why I would be told by the Chief Vet, and local staff, "Our Wellness plans are designed to keep your pet healthy. The monthly payment and program give us the opportunity to be partners in keeping your pet healthy. Your account will be auto-drafted monthly even if you don't see us during a particular month. We will continue billing you until your year is up, and you decide what plan you'd like to consider or God forbid your pet dies."
On the surface, the offer to 1/the expense with me seems like a fig-leaf, however it's not what we agreed to. If the math Banfield has presented has merit, than why were we told when we brought *** *** in for euthanization, "I'm going to take care of removing *** ***'s future charges from your plan. It's embarrassing, however Banfield does a horrific job in continuing to charge for dead animals. I'll make sure this doesn't happen to you."
*Had we instead been toldSomething to the extent of: "Here are your options. In addition to the euthanization billing, here's the balance you have moving forward based uponWould you like to pay this amount in full, so you don't have to see the painful monthly charges populate on your credit card statement?" this would have felt much more professional, and appropriate.
We currently have two living pets with Banfield's wellness program. We were never told anything remotely close to, "You'll keep paying monthly charges after your pet dies." Honestly, there needs to be more correspondence with the Banfield corporate rules, and what is actually communicated in the local offices. This could have gone much better. I'm all for following rules, however don't like unexpected and unfair surprises. Perhaps, each Banfield location should clearly post a large sign in all of their waiting rooms which reads, "We want your pet to live a good long healthy life, however if he/she dies prior to the end of your Wellness plan, we will keep billing you for your dead pet." If Banfield will agree to clearly post this in all of their stores, I will pay the amount they allege I owe (even though this clearly goes against what their own Vet team told us on multiple occasions)
I thank the Revdex.com, and Banfield for the additional attention to my case
Complaint: ***I am rejecting this response because: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. Wellness Plans are discount membership plans designed to help make top quality veterinary care convenient and
affordable
As discussed with both *** and *** on January 21, 2016, per the terms of the wellness plan agreement if the payments are unable to be collected through the agreed method, the account will be sent to a third party collections agency after days
It was also explained the reason monies were still due on the planOn June 25, 2015, *** received services and discounts with a retail value totaling over $Mr*** has paid $(payments @ $32.95) towards the services receivedAccording to the agreement signed by Mr***, he is responsible for fulfilling his obligation under the Optimum Wellness Plan
Banfield made several phone calls and sent letters beginning in November when the monthly payments began to failWhen we spoke with *** and *** on 1/21/it was documented that Mr*** would be calling back the following Monday to make payment of the owedUnfortunately we did not hear back *** or *** until March 4thThe plan auto cancelled to collections on March 6th per the terms of the agreement
On March 11th we again spoke with *** and again we explained the blance owed on the plan, the plan status and the pending collectionsMs*** stated at that time that she would not be paying the balance owed
The plan balance that is currently in collections is a valid debt and will remain collectable

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 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, OWPs auto-renew on an annual basisAlso, as indicated in the terms of the agreement, 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 installmentsThe local hospital did set the plans to not renew when indicated by Mr***However, prior to the plans expiring payments began to failThe plans were cancelled to collections per the terms of the agreement after days of being past duePer 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 *** ***’s credit report at this time

Complaint: ***
I am rejecting this response because:On the last letter from Banfield stating that Ms*** enrolled in a OWP on 12/16/both signing the agreement and initialing that she understood the plan would automatically renewThe response of Ms *** is that she NEVER, even from the beginning received a Contract formThe "Contract" was the first payment of $362.45, Invoice #***, where were general explanations how to take care of your pet and below couple of Points of interest NEVER was emphasized the "automatically" renewal, NOT at the first payment, NOT when was "automatically renewed"! NO mail, NOTHING and this was at the time when Ms*** was everyday in the hospital with questions for help, the pet was dying and the "hospital" just asked for more money!, or this is just "Banfield" trick - "let's keep quite, probably the Client won't notice and we'll take our money!"On the point that "In regards to the Optimum Wellness Plans (OWP), these are discount membership plans designed to help...." Ms.*** response is that according Banfield Optimum Wellness Plans (OWP), when you sign a discounted plan means that when you cancel it you should pay the difference!!!this not a "discounted" plan, this is a misleading the Client!On the last point of Banfield that "Ms*** used $in services and discounts and paid $65.90"!!! - The response is that Ms*** paid for the last year the total of $1,for the "discounted" services of Banfield for her dying pet!
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 are aware of Mr***’s concerns and have attempted to reach him and Patricia by phone to
discuss their multiple concernsUnfortunately these voicemails went unreturnedIn order to assist in resolving this matter in its entirety we have removed this debt

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 are very sorry to hear about the loss of your
beloved petOur thoughts are with you during this difficult timePlease accept our deepest condolencesBanfield 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 OWPHowever, as a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost

Complaint: *** I appreciate your response to my complaint. If the complaint was examined in its entirety to include the dates on which each step was taken, it should be apparent that I have already tried to talk to the office manager and attending vet regarding these issuesThose discussions were addressed with utter disregard and complete lack of empathy for the impact this has had on my puppy and my family. This needs to be addressed on a level higher than that held by those I’ve spoken to at the Encinitas Office, hence my posting of the complaint here. Following my original post, I received the results from a culture taken from the infected wound which indicated Neisserisa and Mycoplasma. Having researched the origin of these two species, it is even more obvious that the procedure was performed with the utmost disregard to the health and wellbeing of my puppy. I reject the business response as I have already tried to address these concerns with my local office

Complaint: ***
I am rejecting this response because you were the ones who reported this fraudulent debt to the credit companies and now I am the one who is supposed to somehow deal with it? You reported somebody's debt on my credit report, YOU take it offI HAVE NEVER HAD ANY ACCOUNTS WITH BANSHIELD HOSPITAL AND DO NOT HAVE AN ACCOUNT WITH THEMI attached a copy of my credit report page showing that yes, you guys did report me to the collections agencies even though I do not have an account with youSo you better fix it or I will be seeking legal counselYou ruined my credit score and I was unable to buy a house! It's no joke to me!

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
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
We encourage Mr*** to contact I.CSystems and formally dispute this matter if he feels this is not his accountI.CSystems will require that any dispute be made by the individual

Complaint: ***I am rejecting this response because:
Written notice was never received from Banfield The address that was on file was not our current address and was over years old However, we did receive the notice from the Collection Agency so do not understand why Banfield didn't have this address Moreover, I don't recall ever speaking with a representative in April and did not receive any voicemail messagesI have been a customer with Banfield for several years and had never missed a payment previously Unfortunately, Banfield does not consider the positive payment history or the positive relationship with its clients when making these determinations In fact, the customer service agent told me on the phone that once an account is closed they have no ability to open it or to work with the customer This was confirmed by a supervisor This is a flaw in their customer services protocol as it does not give their customer service agents or supervisors any flexibility to work with customers under special circumstances
Banfield also indicates that *** received over $in services from Banfield during the period of the plan I don't have an accounting of these services and this amount seems inflated However, all of these services are covered under their yearly plan which we have paid in full Moreover, after we were properly notified by the Collection Agency of the outstanding balance, we paid the yearly plan amount in full even though we have only used the plan for months and are now unable to use the plan for the next months because it has been closed In summary, we have paid Banfield for a year of services under the plan but have only received services for 50% of the benefit period
I think that Banfield should provide a refund for a portion of the amount that was paid since we have not been able to take advantage of the full service period Alternatively, we would be willing to prepay for another year of services if Banfield provided a credit to compensate us for the overpayment that was made for months of services for the prior plan.
Sincerely,*** ***

We have been in direct communications with Mr*** regarding this concernField Leaders have discussed this matter and have cancelled Mr***'s OWPs at no cost as a client service gesture today

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
On 8/4/Ms***’s pet
*** was presented for a routine dental cleaning. At this time a Urinalysis was performed and it was discovered that *** had a urinary tract infectionThe cost of Antibiotics was $
On 8/18/16, *** was presented for a follow up visit to determine if his urinary tract infection had cleared up. A urine sediment test was performed and this test showed that ***’s infection had gotten better but was not cleared up completely. Another course of antibiotics was prescribed. The cost of this visit was $
On 8/31/16, *** was presented for another follow up visit to determine if the urinary tract infection had cleared up. A urine sediment test showed continued bacteria so it was determined that a Urine Culture would be the next course of action. This test showed no bacteria. This urine sediment test was perhaps contaminated leading to an unnecessary Urine Culture test. The cost of this visit was $
While the third urine test was perhaps contaminated, it has been determined by the doctor that *** did have a urinary tract infection and antibiotics were warranted both time. We apologize for the unnecessary Urine Culture and will be refunding Ms*** $

Complaint: ***I am rejecting this response because:
It is obvious the at the hospital level they won't resolve my issueAs they didn'tYou didn't address the fact that my two dogs, which have their account up to date, were denied to have an appointment scheduled based on the past due accountWhich I am pretty sure it is extremely illegal practiceNobody will and has responded to the fact that I had to be flexible and reschedule my appointments for "emergencies walk-ins" in the past, and yet they couldn't accommodate me for an appointment at a reasonable matter of time which could possibly have saved me $
This needs to be handled at the corporate levelNo facilities of yours will take responsibilityAnd if this is the best answer I can get then that's that I guessBe sure I will spread the word on such bad services, and care for your customer aroundAnd I do know people, believe me.
Also, I would like a refund for *** teeth cleaning since it was simply NOT CLEANEDThe vet at the Plymouth Meeting did absolutely NOTHING to her teethI had my other dog *** teeth's cleaned with a different doctor at a different location and it looked, and still looks completely different*** is older than ***, and they'e both on the same dietPlease provide refund for *** service that just didn't take place, and I was misled and lied toThat is fraudulent practices.
It is absolutely laughable how Banfield Hospital treats theis clients after years and more of loyalty, and after barely using the services, and yet paying on time every single month for years
Sincerely,*** *** ***

Complaint: ***
I am rejecting this response because: although I may have used the services the agreement was for services for months not for a few monthsTherefore you received payments for months of service for which I did not receive service because you suspended my servicesAs such you received way more than what you have based on the contract and I am due a refund for each month you didn't allow me to use the services as indicated in your response.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: This is not the original form connected to my signatureAlso I never seen this form until I went to pay.This is a defamation of my character.The bet damaged of my dogs teeth and I informed th at beginning of service I was thin*** about cancelling wellness planI have my recorded visits to this place and conversations I will give Revdex.com.They got angry when I said I was thin*** of not renewing They did not present this paper of the breakdown until after I returned days later before his plan was over and I told them I needed to speak to their corporate office to inform them of how I was treated.And further more it has not been days of being late at this point it's been days since I've filled with Revdex.com to get an understanding with their corporate so they said in this response according to "fcc" they have a right to report it on someone's credit,really? For your info ,when a complaint I'd made ,the company is notified ,there is a period in which the dispute with the company is acknowledged just as Revdex.com is trying to mediate and if the complaint is valid then that is revealed to to the person who complaint that beyond a doubt they are liable however you have not done that.Banfield again has created a smokescreen and covered themselves presented deceptive billing services,damaged my dogs health and trying to break down my character as If I stole the service .This is and Have a videos of each visit I will take in to my local Revdex.com of it all if I can't upload.However until this matter is cleared,which it has only been days and I went into of the hospitals to try to pay before plan was up and tried to pay at the end of my pets visit and THEY WOULD NOT ACCEPT PAYMENTTHE DAY OF HIS SERVICE BECAUSE I WANTED A PAPER RECEIPT AND THEY TRY TO GET ELEVTRONIC SIGNSTURE WHICH SAID BY SIGNING,YOU ARE AUTIMATICALLY RENEWING ,IN WHICH I HAD NOT DECIDED T O DOALSO WHEN I MADE MY DOGS APPOINTMENT FOR HIS YEARLY SJOTS AND EXSCAM !THEY HAD NOT SEEN HIM BUT I TIME THAT YEAR AND THEIR PLAN COVERS T HIS BUT THEY KEPT SAYING ITS TIME FOR DENTAL EXAM DRNTAL EXSCAM .I WONDERED WHY THEY KEPT TEINERATING THAT AND NOW I SEE, THEY KNEW ALL HIS TRWATMENTS AND SHOTS WOULD HAVE BEEN COVERERED BUT THE DENTAL SCAM IS WERE THEY LOCK YOU BACK IN TO KEEP YOU ON A DEBT P LAN WITH THEM AND tie you inI tried to make a payment but I feel they prematurely sent me to coolecti ond before they heard the issue .I have been pain and I take pride in myself, my dog, my credit and my rights.TO ALL MINORITY PET OWNERS THEY PROFILED ME AND TREATED ME S O BADLY TRYING TO GET ME ANGRY SO THEY COULD COVER THE INJURY THEY CAUSED TO MY PET AND JUSTIFY DECEPTIVE BILLING, IN OTHER WORDS THEY PROBLY WOULD HAVE CALLED POLICE .I WAS DISCIMMANATED AGAINST AND PROFILED,Ihave been TRICKED BY CREDIT PREDITINGHOW EVER I DO NOT WANT MY CREDIT RUINED BY THIS DECEPTIONI AM THANKFUL TO GOD THAT MY DOG IS STILL ALIVE AND I WILL MAKE PAYMENTS TO PAY THE DEBT THEY HAVE ME IN.SO GO AHEAD SIT AT YOUR MEETINHS AND HAVE A CELEBRATION THAT YOU TRICKED ONE MORE MINORITY CUSTOMER AND MADE MORE MONEY YOU DESERVE TO BE HAPPY.MONEY IS YOUR GOD AND YOULL MISTREAT HUMANS PETS OR WHOEVER TO GET IT THANKS.IF THIS IS NOT TRUE BANFIELD BE THE BIGGER PERSON LIKE ME AND SAY THIS CUSTOMER MATTERS, AND RATHER THAN LETTING ME BE UNHAPPY WITH THE VISIT AND RUIN MY CREDIT WE WILL WORK IT OUT.THIS IS WHY I SAID I WILL TAKE THE LOSS AND PAY BECAUSE ITS NOT WORTH ME BEING UNHAPPY ABOUT MONEY.I GUARANTEE THIS ONE OF MANY COMPLAINTS THAT ARE CONSISTANT TO MY EXPIERINCE.YOU ARE NOT IN DENIAL YOU HAVE EYES AND EARS AND DONT CARE.WHATS FUNNY IS I WAS REACHING OUT TO COMPLAIN ABOUT THE INCIDEMT AT ONE STORE BUT IN READING THOS RESPONSE THE CORPORATE SOUNDS THE SAME WAYANYHOW THIS IS A REQUEST THAT BECAUSE IT IS ONLY days out and I tried to resolve with Company and needed time with due diligence to reach out to Revdex.com and complain I would like opportunity to make payments to avoid negative reports from this exscam .Thanks I will be in touch with collections DeptWithin thisonth to avoid day period so no PREDITING is done by you.
*** ***

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 Pets
This matter was brought to our attention by our clientThe local hospital leaders have made multiple attempts to reach
the client and discuss these concernsUnfortunately, all their voicemails have gone unanswered
From notations made during the phone call on the day in question our client was informed that although we were willing to see *** we may not be able to treat him and may refer him to another facility with extended hours due to the late hour of the day and the presenting complaint
This discussion was had prior to the client’s arrival at the hospital and again once *** was in a room
Our client was not charged an emergency fee for this visit, and as all recommended diagnostics and services were declined by the client there were no fees charged for the visit at all
Banfield must decline the requested reimbursement at this timeThe local hospital leadership is open to discussing and reviewing this matter and the requested reimbursement further but are unable to do so until our client returns their calls