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 matterFor reference, here is the fine print included on all
Free Exam and Consultation coupons: “This coupon is good for one office visit and general physical examNo purchase requiredFees will apply for additional services that customer requests, including diagnostic tests, medications, treatment, and hospitalizationCannot be applied toward wellness plan membership fee or any other chargesNot valid with any other offersOne coupon per person for new clients only and first pet only.” Please note that it clearly states the coupon is applicable to new clients only, and first pet onlyAs Ms*** said, the Henderson, NV hospital accepted the coupon for her pet, *** previouslyOur records indicate that Ms*** had filed a formal statement regarding this experience with the Client Advocate Team at Banfield Pet HospitalWe understand that Ms*** has since been in contact with Dr*** *** who spoke to her in detail about the services provided and her medical recommendationsAt this time, we consider this matter resolvedIf Ms*** has additional questions and concerns, we invite her to reach out to the *** *** *** *** directly for assistance

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,
*** ***

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 matterOn August 3rd, Ms*** enrolled two kittens
(*** and ***) on Wellness Plans .Optimum Wellness Plans (OWP), 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)On September 6, Ms*** called to cancel her plans stating she had given the kittens awayShe was reminded of the cancellation policy and the remaining amount still owed before the OWP could be cancelledIn this case *** received $in services and discounts and Ms*** has paid $(payments of $41.95)The balance owed to cancel is $*** has received $in services and discounts and Ms*** has paid $The balance owed to cancel is $At this time, the Wellness Plans have been set to not renewMs*** can either pay the entire balance remaining ($364.69), or allow additional payments to draft on the 12th of each monthAfter payments have drafted, Ms*** can contact the Wellness Plan Relations Team (2716) to have the plans cancelled

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 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)If any monthly installment is past due for days or more, the agreement will be cancelled and all remaining monthly installments are then considered due and payableIn this case King received services and discounts with a retail value totaling $152.02, Mr*** paid $(payments @ $26.95)Mr*** then ceased making paymentsNumerous attempts were made to contact Mr*** and resolve this issueAfter days, the OWP was cancelled and the remaining payments were considered dueAccording to the agreement signed by Mr***, he is responsible for fulfilling his obligation under the Wellness PlanIn this case, the remaining payments less the amount paid in or $In an effort to resolve this issue, we will settle for the balance due of the full retail value of the services, $($152.02-$80.85)This can be paid by contacting our Client Financial Services

Thank you for forwarding Ms***'s concerns to us for reviewWe have been informed that Mr*** spoke with the attending veterinarian on 5/25/and discussed the care and medical recommendationsIf Mr*** still has concerns that were not addressed we encourage him to reach
out to us at

We do understand that there has been a lack of follow up from the hospital team previouslyThis is why we have stepped in as your advocate and have been ensured that you will be contacted within the requested time frameWe ask that you allow them the 3-business days to fully review your concerns and reach out to you

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 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 natureWe understand that Ms*** has been in contact with the ***, ** hospital management, and that a separate appointment was scheduled to discuss the findings of the xraysWe believe this matter has been resolved

On 4/10/Banfield submitted the following response to Ms***’s original complaint
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
We wish to offer our condolence to Ms*** for the loss of her beloved petIt is never easy to lose a special friend
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, Ranger 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 planIn an effort to resolve this complaint, we are willing to waive half of this balance ($167.97)The remainder can be paid all at once by contacting our Wellness Plan Relations Team or by allowing them to draft as due on the 19th of each month for the next months
The Veterinarian that oversaw Ranger’s care will contact Ms*** to address any further medical questions about his care
Ms*** is correct in that she should not have had to pay an August monthly paymentWe will be refunding that payment immediately and can confirm that no more payments will be withdrawn for this planWe apologize for this error on our part

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 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 OWPPer 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 timeHowever, as a client service gesture Banfield has paid half of the collections balance

Complaint: ***
I am rejecting this response because: vet offices do not usually charge every time for a follow up visitCommon practice is to have follow up visits not be chargedGood vets money greedy businessAdd more chargesThey charge you every time you follow up on there recommended care.like I said great vets bad business practicesWill not go there again and will not recommend them to anyoneIf you want to be double charged for services compared to other vets,,, keep going thereBut when you walk out of there expect to feel robbedI think it's crappy of them to charge bucks every time you go thereFor I shouldn't have been charged for follow up careI changed the bandage myself and saved myself bucksTotal cost for one ear...right around Ouch Going to this vet office was just as much as a regular doctors visit

Thank you for forwarding a copy of the complaint from our client *** ***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 condolencesBanfield Pet Hospital works hard to provide exceptional
client experience and quality medical care for PetsWe appreciate the opportunity to address this matterWe have offered to have the care provided reviewed and Ms*** medical concerns addressed however she has declined to work with our Client Advocacy TeamThe attending veterinarian did speak with Ms*** the morning after ***'s passing***'s pre-anesthetic blood work and examinations revealed no abnormalities and there were no anesthetic or recovery complications noted during or after ***'s dental procedureBanfield 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 OWPAt this time the cost to cancel the OWP is $This amount is the total for the services provided from the planThis amount may be paid in full to cancel the plan or continue to make the monthly payments until that amount has been reachedUnfortunately we are unable to meet the desired resolution of cancelling the OWP at no charge, at this time

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 would like to apologize Ms*** for this
miscommunication and can assure that we have gone ahead and had this correctedWe have communicated this error to our third party collections, IC Systems, to have this corrected and removed from Ms***’s credit reportThis was done on August 3, when we were made aware of this issuePer our notes a confirmation letter of this was sent out to the client that day as wellAny corrections or changes to *** ***‘s credit report would be reflected to days after the correction or change is reportedOnce a full days have passed, we invite *** *** to again check with the credit agency and, if there are any further questions, we encourage Ms*** to contact our third party collections agency, ICS, directly at 1-888-735-

Complaint: ***
I am rejecting this response because: The OWP that was presented to us years ago differed from the one explained in your response specifically in the clients ability to cancel at any time While the agreement no doubt supports your explanation, I still maintain that the sales representative that assisted us in person when setting up the OWP clearly stated and confirmed that we can cancel and discontinue the plan at any time This is apparently not the case When I stopped receiving billing for the OWP, I figured this was the case in spite of the phone conversation we had Then when I received a collection notice, my first in years, I was very surprised In short, I now know that I should not trust your sales people because they are known to mis-state the provisions of the program We owe no money at this time, because I will not have an outstanding collection in my or my wife's name I do not consider the issue resolved and further hold that Banfield treated us unfairly in this matter

As Ms*** has refused to discuss this with the appropriate individual we will provide a brief summary of our stance
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***'s pet, ***, was last seen in one of our hospitals on September 26, for careAt that time *** was brought up to date on preventive care covered under the 2015-OWPAs services were rendered from this plan in excess of the monies paid into it through February there is no refund due
The plan renewed on March 2016, per the terms of the agreement
We have no record of scheduled appointment until September 26, Ms*** is noted to have called us early that morning indicating she would not make the appointment (see attached records) and would call to rescheduleNo such call was received by the hospital team
On October 24, the hospital team received an online appointment request from Ms***It is noted online that the day and time requested may not be available and that the requested hospital would call to confirmThe hospital did call and indicated that the requested time and day of the appointment was not available however they did offer other appointment times, including the option to drop *** off for careMs*** declined
At no time did Banfield refuse to provide care or prevent Ms*** from utilizing services from her OWPAdditional appointment times and the opportunity to reschedule have been offered when schedules (either the hospitals or Ms***’s) conflicted
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
At this time there is no monies owed to cancel the plan as Ms*** has requestedAs such we have cancelled the plan as of the date of this responseWe have also refunded the monthly payment made on November 5th as a client services gesture as it was made while the matter was under review

Mr***; Thank you for bringing this to our attentionWe have shared your experience with both the local hospital leadership and their area leadership so that they can address this matter with the hospital team as soon as possibleAs a client services gesture we have waived your June 5,
OWP payment and we hope to see *** again soon

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meOn that note they have also been very difficult to deal with and I have put in several hours of my time on this issue
Banfield is not in the business of taking care of animals, they are obviously in business to take advantage of the ELDERLY!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
Wellness Plans are not insurance they are
discount membership plans designed to help make top quality veterinary care convenient and affordableWellness Plan services are provided at deep discounts (50-60%) under an annual agreementWellness Plans offer additional discounts to all non-Wellness Plan Banfield services except: flea, tick and heartworm preventives, vitamins, therapeutic diets and any PetSmart services or merchandiseWellness Plan discounts vary from 5-20%, depending on plan level
Agreements may be cancelled at anytimeHowever, 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, Shorty received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $34.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan is $209.70, the remaining payments.
According to the agreement signed by Ms*** is responsible for fulfilling her obligation under the Optimum Wellness Plan
Attached is the authorized agreement and invoices indicating the terms of the agreement and the services/discounts received

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 of the OWP agreement, 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 are sorry to hear that Ms*** was unable to receive the care and service she wanted for her pet HarleyThe leadership team responsible for the location has reached out to Ms*** and as a client courtesy has arranged to reimburse her for the cost of the cancellation of Harley’s Optimum Wellness Plan.Skyla, Ms*** other pet, has received services and discounts from the current OWP plan year, with a retail value totaling $MsBradley has paid $(payments @ $56.95) towards the services receivedCurrently the amount owed to cancel Crystal’s OWP is $268.77.If Ms*** would like to make arrangement to cancel Skyla’s OWP we encourage her to contact our Wellness Plan Relations team at 1-888-649-

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 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 awayOur records indicate no contact from Mror Mrs*** to request the cancellation of the plan, which was renewed on April 18, Mrs*** *** reached the Client Financial Services team on April 8, and was informed of the owed balance towards services rendered between April 18, - - April 18, A breakdown of the services rendered and discounts received, as well as the payments drafted have been included for referenceAt that time, Mrs*** paid $towards the collections balance of $312.20, leaving a remaining balance of $The collections balance is a valid debt based on services rendered to our clients with their authorizationPer 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

As previously discussed, we encourage Ms*** to contact the hospital leadership regarding their previous messages and to discuss the care providedMs*** should also contact our Client Service Team at 888-448-to discuss the balanced owed and possible settlement arrangements
As of now the account balance will stand