Banfield Pet Hospital

I called your customer service department and they weren't helpful at all
I will be getting my bank involvedRevdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Ms*** received a voicemail from a supervisor, as requested, on March 29, indicating that Ms*** would need to provide a copy of a bank statement showing that the payment did in fact pull from her account as Banfield has not received a payment since December 26,

Complaint: ***
I am rejecting this response because that is not my signature nor did I know anything about thisI have never received any communication with the company by phone, email or snail mailBy looking at the contract, you can that my initials are not there and the contract that they supplied is expiredIf I truly was the co signer, they should of contacted me about renewal or any changes made to the accountI have received nothingThe signature does not have my legal spelling of my name, much less like my writingMy mom would of NEVER signed my name without asking and she would of spelt it correctlyThis is a scam and it is against the law to have done thisI will gladly make a police report and provide you with it if you likeI am not liable for these expenses, especially a bogus contactPlease advise me on where to send a picture of my driver's license to prove that is not my signature
Sincerely,
*** ***

Thank you for forwarding a copy of the complaint from our client Shaun ***. Banfield Pet Hospital works hard to provide exceptional client experience and quality medical care for Pets. We appreciate the opportunity to address this matter.Per the agreement Ms*** is required to
provide electronic payment information as payments will only be billed directly to Member’s credit card or deducted from Member’s bank account.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 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.In this case, Dory received services and discounts with a retail value totaling $1,Ms*** has paid $(payments @ $and payments @57.68) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan for Dory is $Also, Ghost received services and discounts with a retail value totaling $Ms*** has paid $(payments @ $41.95) towards the services receivedIn this case amount owed to cancel the Optimum Wellness Plan for Ghost is $According to the agreement signed by Ms***, she is responsible for fulfilling her obligation under the Optimum Wellness PlanIf payments become more than days past due the account is sent to collectionsIf Ms*** would like to pay the past due payments we encourage her to contact our Client Financial Services team at 1-888-448-for assistanceIf Ms*** is interested in the cancellation of her Optimum Wellness Plan we encourage her to contact our Wellness Plan Relations team at 1-888-649-to arrange the cancellation

Thank you for forwarding a copy of the complaint from our client, MrAlexander. 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 feel that
this concern would be best addressed directly with the attending hospital team. We have shared these concerns with the local hospital and field leadership and have asked that they contact you within business days to discuss your concerns

The local field and hospital leaders have discussed these concerns and have reached a resolution

DrA*** has completed the discussed resolution and will be working with internal teams to address concernsAs any internal communications, disciplinary or employment matters are confidential, we will be unable to discuss those with Ms***

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 do see that ***s and ***'s reported sluggishness were documented and flagged for discussion at
next appointmentThe dosage of sedation/anesthesia were appropriate for their weights and both pets were recovered from anesthesia, though sleepy, prior to being discharged
*** *** was advised at the July appointment that as Hugo was not due until August for any services, with the exception of the fecal exam, that the comprehensive exam and dental should be scheduled for that timeUnfortunately no appointment was scheduled and we did not hear back from *** *** regarding a preferred appointment date/timeWe would recommend scheduling Hugo as soon as possible for the dental, preventive care and comprehensive exam
Banfield must decline the monthly credit requested at this time

Complaint: ***I am rejecting this response because:
When we were discussing the treatment plan they explained of the button surgery that would help *** and we were under the assumption that was what was going to be doneAnd we still don't believe they even drained the hematomaThere was no mark or cut whatsoever anywhere on her ear when bandage was removed that indicated otherwiseI have consulted with another there's veterinarian regarding this matter and was told that this type of thing should not ever be taken lightlyThis veterinarian has not physically seen *** but she has pictures of her ear and even she indicated that she didn't believe that the hematoma was drainedThis veterinarian said that the button procedure should have been done to prevent the hematoma from returningThat's what we were under the assumption that they were performing that dayThey discuss draining it and they did inform us that it would return if just drained( which still don't believe they even did) but then we asked about a more permanent solution and that's when they discussed the button procedureWe were then told she would aquire a price for the treatmentSo at that moment we were thinking that she was pricing the button procedureSo we agreed to the treatment because we we thinking the button procedure would be doneI would have never agreed to pay that much money for just a draining and bandagingI was also told by a friend that worked at a veterinarians office that that much money was way to much for just a draining and bandageWe came to Banfield because it was the only option we had at the time and if we had known they were not going to fix the problem permanently then we would have waited to go elsewhere on MondayI was also offered prednisone when I returned a week later for which I purchased and has given it to her but nothing about her condition has been changedThe reason I am asking for a refund is because we feel that the services rendered was not what we agreed to because we wanted the button procedure and thought that was what they were doingIf we had known otherwise we would have just left and waited until Monday to take her to a REAL veterinarianThis Banfield Hospital is nothing but crooks and I will never return there with any pet of mineAnd I will not recommend them to anyone I knowI have already told several people not to ever go there againAnd they've all agreed because they have had similar problems with servicesMy dog *** is still walking around with a hematoma and we cannot afford to take her anywhere else because of the money we had paid to 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 matterOur records indicate that Ms*** filed a formal
statement with Banfield Pet Hospital regarding these concerns on November 18, We understand that after some delay, the Medical Director, DrRobert C***, spoke with Ms*** as of December 7, At that time, he offered to waive the remaining balance owed towards Ms***’s Optimum Wellness Plan as a client service gestureThis was done as of December 8, As such, we believe this matter has been resolved

Complaint: ***
I am rejecting this response because:I did call and cancel the plan the same day I signed up. I have not expressed anger, I have no idea what services in Oct they are referring to. They 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,
*** ***

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 matterThe Wellness Plan that was enrolled with Banfield for
*** was signed under the name of *** ***This requires that any changes or cancellations be done by Mr***Mrs*** is included as an authorized user on the account which allows Mrs*** to bring *** into Banfield for care and authorize services to be doneHowever this does not allow for any changes to be made by Mrs*** to the Wellness Plan so therefore we would not have been able to honor any cancellation requests made by Mrs*** unless Mr*** contacted us directly as was explained to Mrs*** when she contacted us in AugustAt this time the Wellness Plan has been cancelled as was requested by Mr*** on December 28th, The remaining amount due was paid in full so therefore there would be no balance that would appear in collections for the client

Complaint: ***I am rejecting this response because:
I was told the terms of the agreement AFTER I tried to cancel itWe were not told this policy when we signed up for the planAt the time that we signed up for the planWe were not given anything in writing to review until the plan was already signed and purchasedAnd as I stated earlier, who really reads all of that documentation at the time of purchase? I still believe that this plan and sale by the staff of Banfield was predatory and should be canceled and no further payments dueAs expressed we were not told the terms of the contract at that timeSo we were not given all of the information to make a responsible decisionInstead we were coerced into a sale without being told all of the information.
In the future when their company tries to sell a service like this to a customer, they should advise them to have a lawyer present before deciding to sign up for this serviceBut who wants to pay for a lawyer for something that is meant to help their animal? Instead, Banfield takes advantage of their customers at times of weakness or crisis to make a sale and their staff never tells their customers what they entire document states or gives them a copy of the agreement before signing it
I still demand and will continue to demand that the plan be canceled and that payments stop immediatelyIf they do not do this in the interest of customer service, then I will take further action beyond complaints to the Revdex.com and other organizations

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 have been made aware that the leadership for
this hospital is working directly with our client to address the concerns

Complaint: ***I am rejecting this response because: It seems Banfield customer relations representative has stated the company has double standardsI would say that since I signed on with Banfield, deception is what you specialize in besides high pricesYes, my *** only received $worth of work which you have verified I paid forNow that I realize I am being taken for granted with paying higher prices for your products you should be happy to cancel my services.
Telling someone they have to pay for services that were not rendered is beyond me
No one has the right to force you to pay for services or products you have not receivedYour ratings are all bad and all everyone ever complains about is your how your company refuses to cancel their membershipBefore I signed up I asked if I was not happy with the services or products could I cancel at any given time and I was told YES........there are enough people online who have complained about the same treatmentI spoke to an attorney he is willing to look into class action law suit
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 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.In this case, *** received services and discounts with a retail value totaling $Mr*** has paid $(payments @ $28.95) towards the services receivedThe remaining balance on the Mr***’s Optimum Wellness Plan was $Multiple attempts were made by our Client Financial Services team to contact Mr*** about his past due balanceAfter months of non-payment Mr***’s Optimum Wellness Plan was cancelled and the balance was sent to our collection agency.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 report. As this was a valid debt it was reported appropriately we cannot remove it from *** ***’s credit report at this time.A Banfield representative was contacted by *** *** on 9/20/regarding the outstanding balanceAn offer was made to settlement the balance owed for $If Mr*** would like to settle his account we urge him to contact our Client Financial Services team at 1-888-448-4070.Any corrections or changes to *** ***‘s credit report would be reflected to days after the correction or change is reported. Once a full days have passed, I invite Mr*** to again check with the credit agency and, if there are any further questions, we encourage Mr*** to contact our third party collections agency, ICS, directly at 1-888-735-***

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 Pets.  We appreciate the opportunity to address this matter.The leadership team responsible for Ms. [redacted]’s...

location has reached out to her and arranged to refund Ms. [redacted] $65.79 as a client courtesy. We encourage Ms. [redacted] to come in to her location so that they can process her refund.

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 Pets. We appreciate any opportunity to resolve client complaints and will be communicating directly with...

[redacted] regarding his concerns.

Complaint: [redacted]
I am rejecting this response because: I will accept it when the refund is processed. The response says that the refund has been made, but as of today, there is no refund that has been credited or pending to the card that you would have on file.
Sincerely,
[redacted]

The filling of the Revdex.com complaint has nothing to do with Banfield's decision to recommend this civil matter be handled between Mr. [redacted] and Ms. [redacted]. We have reviewed all calls with our teams and several options were provided to both Ms. [redacted] and Mr. [redacted] to resolve this matter - non were acceptable to them. The card on file was presented by Mr. [redacted], or someone claiming to be him, and authorization was provided to have the monthly payments withdrawn from the account.As a service gesture a partial refund was provided when the change in relationship and billing was brought to our attention. As services were used from the plan the monthly payments are valid. If Mr. [redacted] did not authorize his card be used we encourage him to file a police report. If he did authorize it to be used but is now seeking a reimbursement he must work this out with Ms. [redacted]. Banfield has done what we can and have offered different resolution options and actions for Mr. [redacted] and/or Ms. [redacted] to take. This will be our final response on this matter.