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 for the client. Wellness Plans are not insurance they are...

discount membership plans designed to help make top quality veterinary care convenient and affordable. Wellness Plans include only the discounted services listed on the agreement, so there is no need to list exclusions, deductibles or co-payments. Any out of pocket costs paid at the hospital would be for services not covered under the plan. Wellness Plan services are provided at deep discounts under an annual agreement. 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 or the full retail value for services and discounts used under the plan, less payments received, whichever is less. In this case, [redacted] and [redacted] received services and discounts with a retail value totaling $636.91 and $380.80 respectively. Mr. [redacted] has paid $149.70 (6 payments @ $24.95) for [redacted] and $99.80 (4 payments @ $24.95) for [redacted] towards the services received. In this case the amount owed to cancel the Optimum Wellness Plan was the remaining payments for the Wellness Plan since the cost of services utilized exceeded the cost of the plan year. According to the agreement signed by Mr. [redacted], he is responsible for fulfilling this obligation under the Optimum Wellness Plan. Per our terms and conditions, the plans for [redacted] and [redacted] were referred to collections for non-payment after being past due for more than 120 days. We currently show a balance of $149.70 for [redacted] and $199.60 for [redacted] which comes to a total amount of 349.30. 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 [redacted] Chance’s credit report at this time. Per our records we do show that a complaint was registered on August 2nd, 2016 and an attempt was made by the hospital leadership to follow with the client regarding the concerns that were expressed. Any remaining concerns can be brought up with the practice manager at the location as they would be the most appropriate person to address those concerns. In an effort to resolve this matter, Banfield would be willing to settle the collections balance for an amount of $249.50 to remove both plans from collections. This amount can be settled by calling our Client Financial Services department at 888 448 4070.

It is our understanding that the local hospital contacted you and the owner of record regarding the urine culture results on 3/22 after having received them from the outside lab late on 3/21. As explained on the day of the visit as well as on the 22nd the samples taken were sent to an outside lab and would take a minimum of 7-14 days until results would be received. We do understand the frustration of reoccurring urinary concerns in a male cat and are more than happy to discuss ongoing treatment options however as all services paid for were provided and were medically appropriate - no refund will be granted at this time.

Complaint: [redacted]I am rejecting this response because: This information is biased and incorrect. I have the recorded voicemails and calls if you would like proof. Not only did the "approporiate represenative" laugh on my voicemail and at me when I returned the call, I was offered no alternative time and was told I could only drop off the cat, which I informed him does not work for my cat as she becomes very anxious when I do.
As for owing money... that is false I pay $23/m and paid out of pocket for the one vist I had. No shots etc. were given and my cat was given a false diagnosis since you lost her vaccination records. Thankfully I am organized and took her information to a new vet who confirmed the false diagnosis. 
I have called your office several times to make appointments since I cancelled, which was done to the death of my father.
Frankly this treatment, lack of professionalism and disorganization is apalling. If you do not refund me, I will be as instructed, contacting the attorney general and the media. I will also be advising my credit company to charge back the payments as I have contacted you multiple times to cancel and was refused and given the run around.
you should be ashamed of your company and employees. 
Sincerely,[redacted]

Complaint: [redacted]I am rejecting this response because:
[redacted] never received his one year check up prior to the plans renewal. The local hospital only gave me approximately a 72 hour window when they called to set up his appointment. I was out of town and unable to make any of the available appointments. This is when the appointment was made by the local hospital outside of the one year commitment saying that it would be covered under the previous plan. I NEVER EVER wanted to renew his plan. The doctors there try to scare people into buying very expensive and not needed treatments. The local Banfield Vet has never contacted me for his yearly vaccinations either knowing I did not want there services. I have called multiple time to the local Banfield and they tell me to call the 800 number to whom is responding to this email. Then they tell me to call the local hospital. I have ran in circles for many months and phone calls in regards to this problem. They have no intentions in resolving this despite. The communication with the local staff is very closed and cold. Even though I was told by the local hospitals employee that his last appointment was to fall under the previous years plan they take no blame. I asked them to please pull phone records of the calls and any recordings. Dawn said she was unable to. If I would have known or properly informed by the local hospital that this would have been an extra charge I would have never scheduled the appointment. I am still pursing a full refund for lack of communication and error on the local hospitals end. Sincerely,[redacted]

As the records indicate the local hospital team did provide Mr. [redacted] with options to have the pet seen that same day/morning and did not, as he indicates, refuse to provide care or see [redacted] we will not be reimbursing him for services he had provided elsewhere. Furthermore as services received from the plan exceed the amount paid into the plan there would be no refund, pre the terms of the agreement.

Complaint: [redacted]I am rejecting this response because: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.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted] Due to the fact that I had left serveral message for the Manager( at the Hosptil on [redacted].) to return my call, which she never did, I kept calling until I finally got her on the phone.The chances of me trying to talk or discuss this matter to get a fair refund or credit back  to my account is NONE.  I would rather if Revdex.com can future help me with this to the Main Hospital.

Revdex.com: I had to continue to reach out to Banfield by phone and email to get a response. At no point were they proactive in reaching out to me and I was already made aware of this agreement by phone after sitting on hold with Banfield for over an hour. I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I have provided Banfield with my credit card information to refund me the money due.
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. Sincerely, [redacted]

Complaint: [redacted]I am rejecting this response because:I have never had or ever been been responsible for these dogs. I am not liable for these bills.Sincerely,[redacted]

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 record. We are not able to review this in detail without the client name and per name of record.

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 our home office received a call...

from Mr. [redacted] on June 29, 2015 to request the cancellation of this plan; however he had not reached the correct department and was therefore transferred to the Wellness Plan Relations team. There are no further notes from that day indicating Mr. [redacted] made contact with the appropriate team for cancellation purposes. Multiple calls were made between November 2015 and January 2016 by Mr. [redacted], Mrs. [redacted], and [redacted]. At various times the balance owed and the signed authorization forms on file were referenced. In this case, [redacted] received services and discounts with a retail value totaling $984.19. Mr. [redacted] has paid $424.50 (10 payments @ $42.50) towards the services received (please note that this balance does not include one separately assessed non-sufficient funds fee of $20.00). The amount owed to cancel the Optimum Wellness Plan is $84.90. Mr. [redacted] indicated that his reasons for disputing this balance relate to the quality of care provided to [redacted] when she was spayed at the [redacted], ** Banfield Pet Hospital. 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 Mr. [redacted]’s concerns to the hospital and we highly encourage him to communicate with them directly regarding this matter. They will be the appropriate persons with which to discuss the disputed balance.

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 Wellness Plan currently active for [redacted] in an...

annual plan for preventative care services. Under this plan the costs of services used are divided into the 12 installments that make up each plan year instead of being charged upfront at the time of service. Under the plan active for [redacted], services were utilized with a retail cost of 385.45 on the visit of March 1st. The cost of the full plan year for [redacted] is $311.40. Since the cost of services at retail is higher than the cost of the plan year, the client would owe the remaining 7 installments left to complete the plan year. Since these were services that were authorized and used by the client, we cannot offer to remove this balance to cancel the plan.

Complaint: [redacted]I am rejecting this response because: this is false. My bank account number was only switched only 5 months ago so there no chance in hell that I owe an entire year's worth of payments. I want documentation for the exact months that I did not pay. 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 are very sorry to hear of Mr. [redacted]’ loss, and appreciate the opportunity to address this matter. We...

understand that this matter has been brought to the attention of the local hospital leadership responsible for the [redacted] hospital, and that they have been in contact with Mr. [redacted] to address this situation. As of December 17, 2015, the remaining balance owed towards [redacted] Optimum Wellness Plan was absorbed by the hospital, and the plan cancelled immediately. We consider this matter as resolved at this time.

Complaint: [redacted]I am rejecting this response because:
Banfield failed on many levels to provide a service they said they could.  I was NEVER notified  of papers I needed to submit upon exam. I was in contact 3xs during the exam and to pay for exam that day and it was never brought up to me. When the same exam was preformed 3 months ago it was done properly and I never produces any forms.  The forms we filled out wrong again once usda received them and they had to call Banfield.  BANFIELD ALSO NOTES THEY MICROCHIPPED MY DOGS THAT DAY IN WHICH  THEY in fact did not..One was done 3 years ago and the other back in July when then 1st exam was done..another mistake on the papers. Banfield needs to accept responsibility for their lack of communication  and professionalism as well as the incompetent handling of the procedure. I was told by one person there when I asked why I was not told to produce a form nor required to 3 months ago and he stated that whoever worked there then knew the system better and that was it..it cost me an extra 400.00 for paperwork that should have been done by banfield properly...
Sincerely,[redacted]

Thank you for forwarding a copy of the complaint from 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.
Banfield Optimum Wellness Plans (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.
On December 27, 2014 the plans for Lola auto-renewed, per the terms of the agreement. The wellness plan services and preventive care available under the plan also renewed at that time. Services were provided from the plan in June 2015. On September 12, 2015 the monthly payments were refused by Ms. [redacted]’s banking institution. After several attempts to communicate with Ms. [redacted] regarding the overdue balance on the plan, (17 attempts via phone, email and/or letter) the plan was cancelled and the unpaid balance was sent to a third party collections agency (I.C. Systems) on January 13, 2016.
 
In an effort to resolve this matter, Banfield now offers to accept $115.04 as full satisfaction of monies owed by Ms. [redacted] under the OWP. We encourage Ms. [redacted] to contact us at 1-888-448-4070 to discuss payment arrangements.

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 a medical nature.  This concern would be best addressed directly with the attending Veterinarian.  We have passed on your concerns to the hospital and we highly encourage you to communicate with them directly regarding this matter.

Mr. [redacted], although we do understand your frustrations and we have initiated a review. We have asked that the hospital and field leadership look into this as they can not only locate and relay the missing lab results, but also address any opportunities with the care and service you and [redacted] received. We are monitoring this matter closely and are working with the leaders to ensure your concerns are addressed. We ask that you give them a day or two to look into this and reach out.