Banfield Pet Hospital

Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets Unfortunately the contact information does not match anything on recordWe are not able to review this in detail without the client name and per name of record

Thank you for providing Ms [redacted] replyAs Ms [redacted] concerns about the balance owed towards [redacted] plan are now based on medical concerns, this matter must be addressed by persons with the appropriate medical trainingAlthough 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] concerns to the Sacramento hospital and we highly encourage her to communicate with them directly regarding this matter

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meSincerely, [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 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 Hospital According to the medical records the terms and conditions of the agreement were discussed at the time of enrollment and a copy of these terms/conditions were also provided in writing As multiple attempts to contact were made via phone and letter with no reply the plan was cancelled to collections, per the terms of the agreement [redacted] has been informed by the local hospital and support teams to contact us to discuss possible settlement of the overdue balance 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 time

Thank you for forwarding a copy of the complaint from our client Mrs [redacted] Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets Although 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 nature This concern would be best addressed directly with the attending Veterinarian We have passed on your concerns to the hospital and field leaders and have asked that they reach out to you directly to discuss this matter

Although Mr [redacted] did enroll on a plan and received several services at no cost as they were covered by the plan we did remove the account from collections as the ownership of the pet is not clearThe hospital did attempt to contact Mr [redacted] when he first contacted us with his concerns Again we have removed this account from collections and indicated it was an invalid account so it will not be reflected on the credit report

Banfield is aware of Mr [redacted] complaint and have been in direct communication with him and his wife regarding his claimsA full review of the medical care provided to all three of their pets showed that all medical care and recommendations provided by Banfield medical teams were appropriateWe have, as a client service gesture, waived the monies owed on of the Wellness Plans held by Mrand Mrs [redacted] for their petsAfter these reviews and conversations with Mr [redacted] we have determined that there is no cause for any reimbursements for care provided and Banfield will not be providing any additional client service gestures

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 The 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] has spoken with the Chief of Staff Veterinarian overseeing the hospital to address her medical concernsIf she has any further questions, we recommend she discuss them directly with the Chief of Staff In regards to the OWP, Ms [redacted] did pay up front for both OWPsPanson received services and discount totaling $and Panchito $Both of these costs exceed the cost of the plans so there would be no refund dueThese plans will remain active for Ms [redacted] to take advantage of until April 27,

Per Ms [redacted] ’s request the castration “add on” was removed and her monthly payments were adjusted from the $to $32.45, which was reflected with the July 7th paymentThe difference in the monthly payments already paid was credited to the remaining balance owed on the OWP for plan services that have already been renderedThis means that Ms [redacted] ’s last payment on the wellness plan will be on 11/5/rather than 2/5/The services will continue to be available through the end of the agreementAs the difference in the payments was applied to the plan, there is not a refund available at this time

Complaint: [redacted] I am rejecting this response because: although Banfield provided several "client services gestures" as they call it by allowing us stopping payment on contract wellness plans (so no other pets of ours get killed), and refunding the cost of the treatment that eventually caused our pet's death, we would not have incurred emergency Vet costs if their staff had properly diagnosed the breed and right course of treatment Even by offering genetic testing...we would have paidBanfield needs to be financially liable for some if not all the emergency vet care cost due to their negligence AND change their practices to where if there is any question the particular animal breed is prone to danger in a particular treatment, offer genetic testing and/or give thorough and stern warnings...if either had been done, we would not be dealing with this issue as our pet would not have died under their care! Do the right thing on this, please

Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] Just wanted it noted that I did contact the corporate office first and got no help so that is why I contacted the Revdex.com I am dealing with [redacted] from the Vet clinic that I take my dogs too, to see if we can come up with an agreementHopefully we can work together so that both parties are satisfiedSincerely, [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 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 $after the Optimum Wellness Plan’s February 20th renewalThis balance is in reference to services provided to [redacted] with Ms [redacted] ’ authorization on June 2, 2015; a copy of that invoice and the signed Treatment Plan have been included for referenceMs [redacted] has paid $(payments @ $26.95) towards the services receivedAccording to the agreement signed by Ms [redacted] , she is responsible for fulfilling her obligation under the Optimum Wellness PlanPlease note that the Optimum Wellness Plan agreements require our clients to also initial their understanding that these plans automatically renew at their anniversary dateThis signed and initialed agreement has been included for referenceNo refund is currently owed or warranted per this agreement

Complaint: [redacted] I am rejecting this response because:I did call and cancel the plan the same day I signed upI have not expressed anger, I have no idea what services in Oct they are referring toThey never called to offer services when my dog's vaccinations were due which is part of their plan They failed to offer those services 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 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 your concerns to the hospital and field leaders and we highly encourage you to communicate with them directly regarding this matter We have included a copy of the medical records which clearly document the recommended therapies, diagnostics and conversationsFurthermore, due to the pets size antibiotics, although recommended, had to be called into an outside pharmacy for compounded

Complaint: [redacted] I am rejecting this response because: this is falseMy bank account number was only switched only months ago so there no chance in hell that I owe an entire year's worth of paymentsI want documentation for the exact months that I did not paySincerely, [redacted] **

Attached you will find the signed OWP agreement and on page two it very clearly outlines the charges for blood work when an OWP anesthetic procedure is postponed due to abnormalitiesAlso we have attached a copy of the signed treatment plan authorizing us to proceed with the dental cleaningThis is a valid charge and we will not be offering a refund in this matter.***SUPPORTING DOCUMENTS REDACTED BY Revdex.com***

We are sorry to hear that we were unable to resolve this matter to Mr [redacted] 's concernsAs we mentioned we have already waived several payments from the plans in question and have apologized repeatedly for the unintended error the resulted in the condolence card being sent Again, we have been in contact with the client directly regarding these concerns and have provided Mr [redacted] with the contact information for the appropriate person to handle his concerns should he wish to discuss this with us further

Complaint: [redacted] I am rejecting this response because: I still feel that your business rips customers off in every single wayWether it's regarding canceling your plan or services outside the wellness planI also believe you have the worst customer serviceYour employees or supervisors should never hang up on a customer nor not do something a customer is askingI believe the whole situation was handled incorrectlyYou will never receive business from me again as well as I will be telling everyone I know what horrible customer service you provide your customers and how much you take advantage of people regardless of the situationSincerely, [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 are very sorry to hear about the loss of your family’s pet, PreciousOur 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 radiographsThis 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 a client can cancel an OWP at any timeBanfield 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 remaining cost to cancel the OWP is $Unfortunately we are unable to meet the desired resolution of closing the OWP at no further cost

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 In 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] has paid $(payments @ $33.95)The remaining payments on the plan are $(payments @ $33.95)According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Wellness Plan At this time the Wellness Plan has 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 on the 12TH of each month and the plan would then cancel.If there are concerns regarding the medical recommendations and treatment provided to ***, Ms [redacted] will need to speak with the attending veterinarian to begin discussion