Banfield Pet Hospital

We apologize for any inconvenience that this billing issue has caused Mr. [redacted]. The payments that were withdrawn on 7/12/2017 have been refunded to the account we have on file. Also, as a courtesy, the remaining payments owed on his Optimum Wellness Plans have been waived and the OWPs have been cancelled at no cost.

Mr. [redacted] has spoken to several individuals regarding his concerns. The wellness plan, multiple preventive care services included on the plan, the upgrade/renewal to include the surgery, and the cancellation process, etc. have all been explained by different individuals and teams both at the hospital and corporate levels.
Mr. [redacted] paid monies owed and cancelled the plan on February 24, 2016. As there was a slight overpayment ($45.94) Mr. [redacted] should have received a credit from the hospital.

Complaint: [redacted]I am rejecting this response because: I do not appreciate the generic response from Banfield.  They did not acknowledge any of the issues that I presented.  I understand how the optimum wellness plan works, that wasn't the issue.  There were several and none have them have been addressed.
Dr. C[redacted] misdiagnosed my dog, convincing me that I needed a higher health plan for her.  I later found out that she did not have the heart condition that Dr. C[redacted] said she had. -  this has not been acknowledged.
I attempted to contact Banfield several times, I did not receive a call back.  I had to continually call back and was always promised that someone would call me back. Months later, Dr C[redacted] finally called me back.  She agreed to reduce the fee by half.  - this has not been acknowledged.
THE INCORRECT AMOUNT WAS SENT TO COLLECTIONS, CANFIELD ALSO SENT MY ACCOUNT TO COLLECTIONS WHILE I WAS WAITING FOR A CALL BACK FROM THEM.
So they have violated the law that they themselves stated in their response. -this has not been acknowledged. 
Banfield has not mentioned the fact that this has been going on for almost 2 years.  They stated that as a courtesy they lowered the amount, that is not the case, they did not adjust the amount and sent the whole amount to collections, which was an incorrect report on my credit. 
I have still yet to receive a call back from a manager in the financial department or the corporate office, as I was promised several times. I would say I was told I would receive a call back from a manager within 24-48 hours at least 11 or more times.  I have not received a call. 
 NONE of these issues have been acknowledged by Banfield.  In fact, they are flat out lying.
 
Also, I hope that the use of my first and last name in Banfield's response is not publicly published as it clearly stated not to use any personal identifying information.
 
Sincerely,[redacted]

It is our understanding that Mr. [redacted] was contacted by the local Practice Manger, a corporate representative that manages the local hospital on August 9, 2017. They were able to discuss the incident, behaviors and expectations. It is also our understanding that they have reached a mutually...

acceptable resolution.

Complaint: [redacted]I am rejecting this response because: If I was aware that my year was up on would have cancelled the plan. I never wanted more than 1 year. I feel like I was not properly  informed of the terms and conditions  because of of your employees  actually  sat down and reviewed the policy with each.  I didn't make any more payments because  i,assumed that my plan was up.,this is not my first pet with yall, I have never had a issue until now. Again I say I would have never brought him in if I had known that my plan needed. I feel like yall,are scamming people out of their money. I told the nurse that I only needed a 12 month planSincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: although Banfield  provided several "client services gestures" as they call it by allowing us stopping payment on contract wellness plans (so no other  pets of ours get killed), and refunding the cost of the treatment that eventually caused our pet's death, we would not have incurred emergency Vet costs if their staff had properly diagnosed the breed and right course of treatment.  Even by offering genetic testing...we would have paid. Banfield needs to be financially liable for some if not all the emergency vet care cost due to their negligence AND change their practices to where if there is any question the particular animal breed is prone to danger in a particular treatment, offer genetic testing and/or give thorough and stern warnings...if either had been done, we would not be dealing with this issue as our pet would not have died under their care!  Do the right thing on this, please.

As Ms. [redacted] has attested to, when the leadership team responsible for this location was made aware of her concerns they did reach out to her to address them. After reviewing Ms. [redacted]’s concerns, they waived the remaining balance Ms. [redacted] owed on her OWP. As Ms. [redacted] received services and discounts from her OWP exceeding that which was paid into the plan no refund is warranted nor will one be granted. Ms. [redacted] paid $207.60 (8 payments of $25.95) in to the OWP and received $414.40 in services and discounts under the Optimum Wellness Plan.

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 wish to offer our condolence to Ms. [redacted] for the...

loss of her beloved pet. It 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 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).
The OWP was started on February 27th, 2017. [redacted] had two visits and a total of $261.77 in services and discounts were used. Ms. [redacted] paid $85.90 in monthly installments. There is a remaining balance of $175.87.
OWP agreements are signed contracts that obligate the signer to fulfill their part of their contract. In this case, Ms. [redacted] is responsible for fulfilling her obligation for this plan. The balance can be paid all at once by contacting our Wellness Plan Relations Team [redacted] or by allowing 5 payments to draft as due on the 26th of each month.

Complaint: [redacted]I am rejecting this response because:
I received a call in which I was informed that the meds my dog has been given should of worked by now, and only thing they can do is continue to prescribe me the medications that has only been successful in making my dogs condition worse.  And they can refer me to another doctor act about cost and they informed me they would contact me back by end of the day and no one has contacted me.  Included is pics of the times in which I took my dog to the vet.  I would like them to cover the cost to put my puppy to rest so she can no longer suffer.   
Sincerely,

Complaint: [redacted]I am rejecting this response because: I have tried on numerous occasions to speak directly with the business and have been put on extended holds, hung up on and treated quite terribly. I will not deal with a collection agency as I did respond to calls....ref long hold times,  being hung up on. I want the business to deal directly with this and to stop passing the buck. I will contact the corporate office and ensure my story is shared via public/ social media as this business obviously does not care about customers. 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 the difficulty the client has been having...

with the Wellness Plan payments. Our records show that both [redacted] and [redacted] have now been set to withdraw the payment monthly on the 12th of every month. Our notes show that the payment date for [redacted] was previously set for the 26th of the month but was changed on June 16th to be withdrawn on the 12th of the month. Since this change occurred after the 12th of June the payment for the month of June was withdrawn on the 26th with the payment date change taking effect in July. Going forward both plans are set to be withdrawn on the 12th of every month. Additionally we have agreed to waive the July installment for [redacted] so the client will only be charged for Bentley’s plan in July then both plans with draft simultaneously beginning August 12th.

Complaint: [redacted]I am rejecting this response because the issue has not been resolved. I would like banfield to be held accountable for their actions.charging outragious fees for unneeded treatment in a crime. I found hundreds of similar complaints all over the Internet. Also I did voice my concern to the eagan banfield the day of service; I contacted the Revdex.com because I was not satisfied with the resolution and treatment I recievied. Sincerely,[redacted]

As we had previously responded we are unable to meet the desired resolution of closing the OWP at no further cost. The remaining cost to cancel the OWP is $472.45.

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. Unfortunately, we were unable to locate client...

information in our system that matched what was supplied by Mr. [redacted]. In order to ensure that we can address this matter, we would like to request the following information: -Name on Record (If not under your own) - Pet Name -The exact address of the Banfield Pet Hospital that you are referring to Once you have supplied us with this information, we will review Mr. [redacted]’ concerns.

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. Plans automatically renew at the end of each plan year because Pets need annual care. The terms and conditions as well as the cancellation policy are detailed in the Wellness Plan agreement. Usually the client signs the Wellness Plan agreement which includes an acknowledgment of automatic renewal. In this case, the Wellness Plan agreement was not signed by Mr. [redacted]. The OWP for [redacted] renewed on August 20th, 2016 and no services were used. The plan was cancelled on January 30th, 2017. The payment that had been drafted on January 26th has already been refunded. The 5 previous payments (each $43.95) will be refunded as well.

Thank you for forwarding a copy of the complaint from our client Mr. [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 with a retail value totaling $739.51. Mr. [redacted] paid $195.80 (4 payments @ $48.95) towards the services received. Mr. [redacted] stopped making payments on the OWP after November 12, 2016. The OWP was automatically cancelled on April 26, 2017, more than 120 days after the last payment was made, per the terms of the agreement.
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 Mr. [redacted]’s credit report at this time.
We understand that at the time Mr. [redacted] stopped making payments on the OWP he claimed his information had been released to his ‘associate’. We were unable to prove this at the time nor do we have any record of this at this time either. This is a valid debt for services rendered under the OWP.

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]

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. As Ms. [redacted] indicates she was under-aged at the time...

she signed her Optimum Wellness Plan agreement, all we require to waive the collections balance is a copy of either Ms. [redacted]’s state ID or driver’s license. Upon verification, the balance will be absolved.

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. The hospital provided care for your pet [redacted] that cost $751.05. The total cost of the OWP for the year was $521.40. The cost of care provided for your pet [redacted] totaled $641.39. The total cost of the OWP for the year was $527.40. As the cost of the OWP is less than the cost of services for both pets the plan ended up saving you money for the services and products provided. Since the care was provided under the OWP and paid for in monthly installments instead of all up front at the time of visit a refund is not due. The two OWP’s have since expired on the anniversary date and no further charges will be processed.

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 Plans enrolled by Ms....

[redacted] are preventative care packages designed to ma preventative care more accessible by allowing for services to be provided upfront while the costs are spilt into a 12 month installment plan. Unlike insurance, the plans are designed used regularly for the preventative care of your pets. The services included as part of the plan are listed in the agreement signed at the time of enrollment. 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) regardless of Pet status including Pet death or Pets given away. Since services were utilized from the plan, we are unable to offer to waive this balance in full. However, in an effort to assist in resolving this for the client, Banfield is willing to offer to cancel the plan for [redacted], and [redacted] at no cost and waive the final 3 installments for [redacted] and apply this towards the remaining balance due to cancel. This would leave a remaining balance of $251.65 due for [redacted] to cover the services that were rendered. The plan for [redacted] has been set to not renew and will expire automatically once the remaining payments have completed.