Banfield Pet Hospital

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 apologize for the difficulty Ms. [redacted] has experienced...

when attempting to use services from her Optimum Wellness Plan. Ms. [redacted] was sent multiple notifications that we pet was due for services and did not schedule or come in for an appointment. As she did not bring her pet in to utilize the available services they were left unused. An Optimum Wellness Plan is an annual agreement and the services available under that agreement reset each year on the anniversary date. On 5/9/2016 Ms. [redacted] downgraded her Optimum Wellness Plan from the Dog Active Prevention to the Dog Essential Wellness. The Dog Essential Wellness plan does not include a urinalysis. While it is provided at a discount under her Optimum Wellness Plan a urinalysis is not included. Ms. [redacted] would be required to pay for a urinalysis if she would like one performed.

Complaint: [redacted]I am rejecting this response because: This is not a satisfactory based on the responsibility of a parent corporation's oversight of their locations.  I expect that this is handled at the corporate level.  This may be the reason that there are so many unsatisfied customers at your various locations [redacted]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 apologize for any inconvenience to Ms. [redacted]. ...

On June 2nd, 2017 the hospital did perform the correct service at no additional cost to Ms. [redacted]. She has been contacted with the results and the recommended follow up. Any further questions or concerns would be best addressed directly by the Hospital Leadership.

Thank you for bringing this matter to our attention as we appreciate the opportunity to review concerns.
The plan for [redacted] was cancelled at Ms. [redacted] request on April 15, 2016. Although the plan was cancelled at no cost we were unable to provide a refund as services from the plan had been used...

in access of payments.
Ms. [redacted] was offered to be transferred to the cancellation team on August 26th, January 26th and March 8th all of which she refused.
We apologize for any extended wait time experienced when calling our Wellness Plan Relations team. We do experience high volume wait times however all clients are provided with the opportunity to have their place in the queue held and to receive a call back. We can also be contacted via email, fax, mail, etc.
Again the plan has been cancelled at the request of Ms. [redacted] however per the terms of the agreement we cannot supply a refund of the monthly payments. these payments were applied to the services used from the plan.

Thank you for providing Ms. [redacted]’s response. Due to the amount of services rendered and received by Ms. [redacted], we are unable to waive the remaining balance owed to cancel. Services were rendered with her approval and within the terms of the signed Optimum Wellness Plan agreements.
As noted previously, [redacted] received services and discounts with a retail value totaling $721.78. Ms. [redacted] has paid $319.50 (10 payments @ $31.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $63.90. [redacted] received services and discounts with a retail value totaling $647.97. Ms. [redacted] has paid $319.50 (10 payments @ $31.95) towards the services received. In this case amount owed to cancel the Optimum Wellness Plan is $63.90.
The payment plan is intended to make top quality veterinary care more affordable; the plan itself is discounted compared to the out of pocket costs. This is all in accordance with the agreements and terms and conditions, which have been previously provided. Until Ms. [redacted] details an alternative payment plan for the services provided, the payments on the Wellness Plan will continue to be withdrawn per the agreement. If the payments are unable to be collected through the agreed method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies. This is our final response on the matter.

Complaint: [redacted]
I am rejecting this response because:Banfield was very aware of my puppy's age. The receptionist knew at the time she was registering my puppy. I gave the receptionist her shot record.  She then gave it to the " nurse". He had it before we went in the exam room.   She even told us not to weigh her because she didn't have her rabies vaccine.  They could've told us she couldn't be seen at that time.  If they don't examine dogs without rabies it should state that on the website when you are making the appointment. I was not interested in getting a rabies shot because my puppy hasn't received her second set of shots. She had just received her 1 set full set of shots the week prior. I don't want to over vaccinate my puppy.  
Sincerely,
[redacted]

Again, as previously responded the plan is set to automatically end on July 9th when the current plan year expires and will not renew any further. The final installment was set to come out on July 5th and there will be no further charges after that date. We 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.

Complaint: [redacted]I am rejecting this response because: Banfield was aware the cat was not [redacted]'s as confirmed in the police report from staff statements and they treated the cat without the owner's knowledge or consent. This is going to become a larger matter as we have consulted with an attorney and will be filing suit against Banfield.

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.
In regards to the client’s concerns about the...

remaining balance for the wellness plan, any outstanding balance due on a plan would be for services that have been utilized for which payment has not been received. Since the cost of the service included as part of the Wellness Plan agreement are divided within the 12 installments that make up the plan year. Agreements may be cancelled at any time. However, if an agreement is cancelled before the end of its term, the client is responsible for the remaining payments on the plan year 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 away. This is clearly explained in the attached Wellness Plan agreement that this client had signed upon their enrollment on the plan.  If the payments are unable to be collected through the agreed payment method, the account will be sent to Collections within Banfield before being forward onto the credit reporting agencies.
In this case it appears there was a balance remaining for services that had been used from the wellness plans for both pets [redacted] and [redacted] that had gone past due for more than 120 days and were referred to collections per our terms and conditions. As a resolution to this concern for the client we would be willing to waive the balance showing due as a client service gesture for the pet [redacted] and lowering the balance showing in collections for [redacted] from the amount currently showing of $418.05 to a settlement amount of $232.25. This amount again would be for covering the cost of services utilized under the wellness plan. Once this amount is paid the account would be settled in full and removed from collections. The client can contact our Client Financial Services department to resolve this balance by calling (888) 448 4070. They are available Monday thru Saturday from 10am to 7pm Central time. We look forward to hearing from the client to resolve this account.

Which services are in question?

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 and clear up any concerns.
 
We...

would like to apologize for any misunderstanding with the client in regards to an estimate for the services in questions that may have occurred. We do show in our records that we did speak with Ms. [redacted] on September 29th and filed a formal complaint regarding this issue with the hospital leadership. Since the issue was in regards to charges and services being done at the hospital, the issue was submitted to them as they would be the most appropriate personnel to look into the issue. We also do show that they did reach out to Ms. [redacted] to go over and explain the costs of services for the visit on September 29th as well as address any differences in prior estimates that had been provided for the services being done. A treatment plan was also presented on the day of the visit that explained the services being done and the associated costs. This was signed by Mr. [redacted] who is an authorized user on the account.
 As a client service gesture, Banfield would be willing to offer to waive the next 2 installments for the Wellness Plan currently active for Mulder. This billing adjustment would be for the October and November payments which would mean the client would not have an automatic draft until the 19th of December and would continue regularly after that. Any further questions or concerns can be addressed by contacting our Client Advocate Team at 877-500-2288.

We are unfortunately unable to offer Ms. [redacted] any additional accomodations at this time. According to the agreements on file, Ms. [redacted], is responsible for fulfilling her obligation under the Optimum Wellness Plan. To reiterate, any dispute between Ms. [redacted] and Mr. [redacted], as they are a personal matter, must be addressed outside of Banfield.

Complaint: [redacted]
I am rejecting this response because:Banfield states and feels they are not at fault for an exam which should have been mor thorough to notice the broken femur bone. If it had been diagnosed this whole situation would not have happened and I would have taken the puppy back to the pet store and gotten a refund. We would have also never incurred the cost of the surgery and other vet bills. The pet store stated that they are not responsible based on the feedback from the vet given at the time of the exam and that due to our vet, Banfield, not properly diagnosing the puppy it is their fault either. No one is taking any responsibility and I am the victim and so is this poor tripawd. We only needed help with the cost of the surgery and are dealing with everything else on our own.  On another note we have always been happy with the care at Banfield and loved the staff there over the past 5+ years we have been there. Recently, within the last 8-9 months changes with new management, lack of vets has certainly changed your Killeen facility and providede poor quality care, rushed appointments, and attitudes. It is indeed a shame this situation had to happen. I am get that I am only one customer to you and probably don't matter but how many other customer do you have that are experiencing the same thing? I can say that I strongly feel that if we had our olf doctor who used to work there this would not have been misdiagnosed. The old staff was always thourough and knew our family and pets when we walked in the door that is something very inviting for a business to do. So my question to you is as there are xrays to prove this is a historical fracture, will Banfield help and be willing to go to court against the pet store who is claiming it is Banfield who is at fault?

Complaint: [redacted]I am rejecting this response because:  Clearly their advertising as "THE CARING DOCTOR" and their claims made about the "Wellness Plan" they sell remain false claims and misleading as proven by their actions and treatment of both me and my pet, or lack thereof.  Going so far now as to blame their lack of compassion and service on me and my reaction to their terrible service now to my wife, and further the fact Banfield has not contacted me directly about this even though they have all my information I find unbelievable... I have contacted their corp office directly through their web site among many others, still nothing but a excuse and a hope its OK email... Your we are sorry email through the Revdex.com is just so not going to fix this...Sincerely and Respectfully,[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.Our Medical Director has been in touch...

with Mr. [redacted] and has addressed his medical concerns about [redacted] and a resolution has been reached in regard to compensation.  In addition, Mr. [redacted]’ Wellness Plan has been cancelled.

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 at this time.  They had sent a package with a couple of alternative options to me prior to my contact with Revdex.com.  I did not receive that package until today.  Had I had that earlier, I would not have contacted the Revdex.com yet.  I am hoping for the best resolution for the benefit of my pets.  I am awaiting a response back from Banfield at this point.  Dr [redacted] sent the package to me via overnight delivery for me to receive on Friday.  I work and was not home when the attempted delivery was made and I had no idea that any communication was enroute at the time of my complaint.  Dr [redacted] was the first to attempt a resolution.  I look forward to her response when she gets my email today. 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
In regards to the Optimum Wellness Plans (OWP), these...

are discount membership plans designed to help make top quality veterinary care convenient and affordable. OWP services are provided at deep discounts under an annual agreement, which may be cancelled at any time. However, 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 $437.95. Ms. [redacted] has paid $101.85 (3 payments @ $33.95). The remaining payments on the plan are $305.55 (9 payments @ $33.95). According to the agreement signed by Ms. [redacted], she is responsible for fulfilling her obligation under the Wellness Plan.
At this time the Wellness Plan has been set to not renew. The balance can either be paid all at once and the plan cancelled immediately or the 9 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 [redacted], Ms. [redacted] will need to speak with the attending veterinarian to begin discussion.

Complaint: [redacted]I am rejecting this response because:
 
I have called both the Banfield corporate and local offices repeatedly.  My name is absolutely in their records as is my pets name. The account we are attempting to close was opened by my wife, [redacted], but bears both our names.  My pets name is [redacted].  This is the same ridiculous and incompetent treatment I have come to expect from Banfield.Sincerely,[redacted]

To address Ms. [redacted]'s most recent response:
(1) Banfield relies on our client to provide accurate and updated contact information. At the time of the enrollment the address and contact number on file were accurate to the best of our knowledge. The phone number on file is the number associated with this Revdex.com complaint and is the number we attempted to reach Ms. [redacted] at.
I.C.Systems is a third party collections agency and as such is able to "skip trace" on debts and obtain current addresses and phone numbers. This is not a toll that Banfield has access to.
(2) Banfield cancelled the plan only after attempting to reach Ms. [redacted] multiple times and only after several months without payment. The plan was cancelled per the terms of the agreement.
(3) The last time Ms. [redacted] received services from the plan on June 9, 2016 the plan was current and no payments had failed. The first payment to be left unpaid was the July5, 2016 payment.
 
Banfield made several attempts to reach Ms. [redacted] and followed the terms of the agreement when canceling the plan and sending the unpaid balance to collections. As previously stated this collections account was settled and paid by Ms. [redacted] on November 29, 2016.

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 have reached out to Ms. [redacted] at the telephone...

number provided with additional questions regarding her concern, and are awaiting to hear back from her. We wish to clarify which of the three Optimum Wellness Plans Ms. [redacted] currently has for her pets that she would like to discontinue. Upon understanding exactly what she wishes to do, we will be able to find a mutually agreeable resolution to her request.