Banfield Pet Hospital

Complaint: [redacted]
I am rejecting this response because:This response is ridiculous and untruthful! Banfield response sounds like a "pre recorded message. They clearly did not read this complaint or their response would of been different.Banfield is very aware of [redacted] situation prior to her passing. I called Banfield early that morning addressing my concerns once again about [redacted] pain and suffering. Dr.K[redacted] did call me back on the 24th and left a message. NEVER SAID ANYTHING ABOUT GOING TO ANOTHER DOCTOR! I saved this message. On the 28th, I called that morning to have their files pulled, ([redacted] and [redacted]) . That is when the supervisor of the shift called me, not doctor k[redacted], and wanted to know why, considering I have been with this company since 2008. I have requested all phone transcripts from February of 2018 through April 2018 to be viewed for an investigation. I would like to update that the board of director finally contacted me through email , to try and find a resolution for Banfields faults. I have also contacted the client advocate team for an open investigation for [redacted]. you want to continue to bring up the "dosage" of her pheno, I have two other opinions, bloodwork and organ checks from two different facilities , that all of her levels were perfect , including her organs. Clearly, this had nothing to do with me decreasing her med. Why was she not put on a hospice program? Steriods to help reduce the swelling around the brain.? Our family wants these answers!!you want to throw money up in our face. I spent 6 grand in less than 4 months between two of your locations. My baby girl had a brain tumor, no amount of money in the world would of saved her. If so, she would be here with me today. Since Banfield wants to treat my dog as just "another number" and was not looking out for HER best interest,  the pain and suffering SHE had to endure during her final stages of life is worth more than what I requested. If this was a human that was being neglected and overlooked by their physician , especially since it was a terminal illness, this outcome would  be quite different. So why the "double standard" why is Banfield still dancing around the fact, that they did nothing wrong? Why is Banfield not answering my questions?and how dare Banfield speak about her being euthinized!!! I will always be my children's voice, and I have no reason to lie about any of this. The truth always comes to the light, so get ready!!Sincerely,
[redacted]

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 me.
HOWEVER I would like it notated on the record THEY NEVER RETURNED THE FIRST CHECK FOR $100.00.   They only returned the second check for $70.82Thank you so much for your assistance in this matter.

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.We would like to apologize for any issues [redacted]...

[redacted] experienced during the cancelling of his Optimum Wellness Plan. We have issued a refund for the $80.85 (3 payments @ $26.95) that was withdrawn since the OWP renewed.If [redacted] has further questions about the refund or the cancellation of his OWP he can contact our OWP Relations team at 1-888-649-2716

Complaint: [redacted]I am rejecting this response because: I didn't make paymentsure because I was under the impression  that my plan was over. Like I stated before I only needed a 12 month plan. I never wanted to continue servicesSincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: Candace called me to say that they have reduced the bill to $144.72 however she refused to provide anything in writing showing this amount. I will need this to show that once this is paid my credit card will not be drafted anymore. I do not believe that I owe this however if provided this in writing stating that the "contract" will be satisfied after this payment, I will accept it.Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because: The La Quinta branch of Banfield Hospital has been closed.  We were told the the attending vet is on medical leave and not available.  We had to go to PetSmart personnel to notify another Banfield location to give us copies of out pet records.  No matter who we talked to, the answer was no one from Banfield was available to answer our concerns.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 Pets. We appreciate the opportunity to address this matter. We understand that Ms. [redacted]s Optimum Wellness Plan...

was cancelled out by the management of the [redacted] hospital as of January 8, 2016, and she was issued a refund in the amount of $257.07 at that time. A copy of the invoice reflecting this refund has been attached for reference. We now consider this matter to be resolved.

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 rectify this matter. Our records indicate that the leadership responsible...

for the Williamsburg, VA Banfield Pet Hospital absorbed the remaining balance owed on Ms. [redacted]’s Optimum Wellness Plan. This was done as of August 21, 2015. No further payments will be drafted from Ms. [redacted]’s account. At this time, we consider this matter resolved.

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. We sincerely apologize for the delayed response as this...

matter has required us to re-examine policies and procedures in these situations. Ms. [redacted] has already received a partial refund of $389.35, which is comprised of fourteen payments at $29.95 each. Ms. [redacted] is warranted an additional refund of $1365.60. Due to the amount, we are not able to apply this direct to the card on file, but will issue a refund check accordingly. Ms. [redacted] should expect to receive this check by mail within four to six weeks, although we will do what we can to expedite this process as much as possible.

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. Our records indicate that upon renewal, Ms. [redacted]...

selected to change her billing date from the 19th to the 26th of the month. Her Optimum Wellness Plan renewed on November 21, restarting the 12 monthly payments, and the first payment drafted on November 26th. On November 30th, a manager from the Wellness Plan Relations team contacted Ms. [redacted] to address this situation. Ms. [redacted]’s November payment was refunded to the card on file. This payment obligation was also waived as a client service gesture, reducing Ms. [redacted]’s over-all cost for the plan. Ms. [redacted] also confirmed at that time that her bank had reversed the overdraft fee she was assessed when the payment was taken.

Thank you for forwarding a copy of the complaint from our client Ms. [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.   First and foremost, Banfield Pet...

Hospital and PetSmart are two separate business entities sharing a retail space. There are no common business shares and no shared financials between the two.   Banfield began seeing [redacted] and Mia on 2/2/17 and 2/5/17 respectfully. Approximately 2 weeks later the pets were enrolled over the phone on Essential Wellness Plans. Wellness Plans (OWPs) are offered to all qualifying patients and are in no way required or forced upon our clients. Ms. [redacted] indicated at the time on enrollment that she was opting for the OWPs as a way to lower her costs of medications and care. Banfield OWPs are not insurance plans but are packages of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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. When Ms. [redacted] contacted us in July, 2017 to cancel her plans she was advised that at that time the costs to cancel were $89.51 for Mia and $189.19 for [redacted]. Ms. [redacted] indicated she would continue monthly payments at that time to pay off the services used, however she would call back to update her banking information as the accounts were on hold for failed payments. Ms. [redacted] failed to do so. Per the terms of the agreement, if a client fails to pay a monthly installment by its due date, Banfield may suspend plan services until client pays all amounts due.  However, if a monthly payment is past due for 120 days or more, Banfield has the right to cancel the OWP and collect all remaining monthly installments. Ms. [redacted] stopped making payments on the OWP after May 26, 2017. The OWP was automatically cancelled on October 24, 2017, more than 120 days after the last payment was made.  Pursuant to the terms of the OWP, Banfield is entitled the remaining payments.   If Ms. [redacted] would like to discuss a settlement we would encourage her to contact us directly.

Complaint: [redacted]
I am rejecting this response because:I would like an itemization of the total services I used against the discounts I received for my dog.
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 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 this nature. This concern would be best addressed directly with the attending hospital management. I understand that Ms. [redacted] has experienced difficulties in working with the hospital when her concern was initially filed, but we have passed Ms. [redacted] additional concerns to the practice manager, Mr. [redacted] We understand that Mr. [redacted] has left Ms. [redacted] a voicemail requesting a call back to thoroughly address her concerns as of May 22, 2015. We request that Ms. [redacted] reach out to Mr. [redacted] directly at the [redacted] hospital for additional assistance with this matter.

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. Our records indicate that Mr. [redacted] signed up for the...

Optimum Wellness Plan on March 25, 2007. Within that first year, services were rendered accordingly. Per the Agreement, the plan automatically renewed on March 24, 2008, and continued to do so each subsequent year until Mr. [redacted] cancelled the plan on December 16, 2015. We have determined that the payments made between March 24, 2008 and December 16, 2015 come to $2221.35 (this includes seven full years (12 payments each) of Optimum Wellness Plan payments, plus nine additional monthly payments between March 25 and December 16, 2015). No services had been rendered to Mr. [redacted] during that nearly eight year period, and so he is warranted a refund of that full amount. Due to the amount owed, we are not able to apply this direct to the card on file, but will issue a refund check accordingly. Mr. [redacted] should expect to receive this check by mail within four to six weeks, although we will do what we can to expedite this process as much as possible.

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 me.
The vet failed to cancel my service plan when I attempted to cancel. The vet failed to communicate to me a resolution or the reasoning and gave me the run around.
This is far to much work for a average person to perform in order to resolve a problem.
Sincerely, [redacted]

Thank you for providing Ms. [redacted]’s response. Unfortunately, we have no proof that Ms. [redacted] did not provide billing information for [redacted]’s plan on January 23, 2015 and so we must assume that this was done with her permission. Banfield Pet Hospital associates do not have access to billing information once it is stored in our system and could not alter such information without having it provided to them at the time. The $42.95 charge was not provided in the initial breakdown of the balance owed as those payments went towards a prior plan year, and were not related to the current balance. Upon realizing that clarification was needed on that point, the exact breakdown of the billing process was provided to Ms. [redacted]. Our stance remains that Ms. [redacted] approve and received services for [redacted], and the balance owed is valid. This is our final response on this matter. No refund is warranted and we will not be cancelling the plan until the current owed balance (at this time, $99.80) is paid. Ms. [redacted] may contact the Wellness Plan Relations team at 888-649-2716 for further assistance.

Banfield is aware of Ms. [redacted] claims and concerns regarding the medical care her pets received. We attempted to address those concerns when they arose in 2015. As such we are aware that the plan for [redacted] should not have been renewed in April 2016. We apologize for this oversight and have...

reimbursed the April 2016 payment and have cancelled the plan.
No further reimbursements/refunds are warranted or appropriate at this time.

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.
Banfield Optimum Wellness Plans (OWPs) are...

packages of itemized and discounted preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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.
Plans automatically renew at the end of each plan year because Pets need annual care. As indicated in the terms and conditions of the attached agreement, Banfield is entitled to retain or recover from the client all monthly installments that have previously been paid or become due, including the installment for the month in which cancellation occurs, regardless of the cancellation request date.
We cancelled the OWP, per Ms. [redacted]’s request on September 14, 2016. We have processed a refund for the two monthly payments received on the new plan (2 @ $40.95) to the account on file.

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.
 
Per our records we do show that...

the plan for Princess was sent to collections on October 28th, 2016 after the plan had been past due for more than 120 days. Currently there is a balance of $257.70 showing in collections for Mrs. [redacted]. Although we do show that the card information had been updated with a new expiration date, it appears the information was reverted back to the previous expiration date. This was done via the automatic banking update system we participate in as a merchant. We apologize for the inconvenience this has caused.
 In an effort to resolve this for our client, Banfield is willing to waive this balance of $257.70 and remove this from collections. This would leave the remaining account closed with no further balance. Any corrections or changes to Mr. and Mrs. [redacted]‘s credit report would be reflected 30 to 60 days after the correction or change is reported.  Once a full 60 days have passed, we invite the client to again check with the credit agency and, if there are any further questions, we encourage Mrs. [redacted] to contact our third party collections agency, ICS, directly at 1-888-735-0516.

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. Banfield OWPs are a package of itemized and discounted...

preventive veterinary care services, such as vaccines, exams, and dental cleanings. This package of services is designed to be delivered over the course of a year at any Banfield Pet Hospital. Clients 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 basis. Also, 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 [redacted] received services and discounts totaling $1159.45 and only 5 payments (@38.95) totaling 194.75 have been made towards the plan. In this case there lesser value to cancel early would be the 7 monthly installments remaining on this OWP totaling $272.65. This amount may be paid in full or the client may allow the installments to continue monthly with the final payment drafting in December 2017.