Banfield Pet Hospital

Thank you for providing Ms. [redacted]’s reply. The balance in question is owed towards the services rendered on December 1, 2014. The wellness plan is a package of services with the cost broken up over a 12 month period. 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. 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]’s credit report at this time.

Complaint: [redacted]I am rejecting this response because: this has been paid in full and cancelled Why are we responsible for something that been cancelled and paid in full?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 local hospital leadership. We understand that Mr. [redacted] has since been in contact with the practice manager of the [redacted], ** hospital, [redacted] and that she had been able to address his concerns. We encourage Mr. [redacted] to reach out to Ms. [redacted] directly at the [redacted] Banfield Pet Hospital should he require further assistance.

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 Ms. [redacted]’s loss. 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 Ms. [redacted]’s concerns to the hospital and we highly encourage her to communicate with them directly regarding this matter. We understand that Kandice H., the practice manager of the [redacted] hospital, has already begun attempts to contact Ms. [redacted].

Complaint: [redacted]I am rejecting this response because: The corporate office should have an obligation to oversee all hospital & staff under their jurisdiction & make sure that the consumer gets treated fairly & professionally & make sure they provide get all the services they are charged for, as for the nature of the complaint is has nothing to do with medical it has to do with veterinarian services charged for but not provided.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because:AS STATED IN IM COMPLAINT THAT CLEARLY WAS NOT READ thoroughly I called the following day . The receptionist took my call after 5 and a half minutes on the phone she "wrote" down my concerns as well my info and pet info and contact info with a promise to have a vet call back.  PLEASE READ B4 RESPONDING.  THIS IS VERY TELLING OF HOW CONCERNED U AS A COMPANY ARE.

Complaint: [redacted]I am rejecting this response because:
I have to say Banfields last response was very disappointing, it seems as though my concerns are not being taken seriously. My issue is with canceling my wellness plans, I tried to cancel my wellness plan at the hospital and advised they don't have the ability to cancel them. So pushing me off to the hospital is waste of time. There are many complaints that I have, and feel that I should be able to cancel without paying anything additional. Since going to Banfield I have paid over $600 in the wellness plan alone, this does not include office visits that were not covered by the plan or treatments or services included in the plan. Its unfair to charge me wach month and receive terrible service because of a contract that was signed a year ago. So once again I will list all the issues that I have for the company to review. 1) LACK OF COMMUNICATION : When I signed up for the wellness plan, I specifically asked if I could cancel at any time, and I was advised I could after a year. I am signed up to receive emails and text communications from the company, yet was not sent anything stating the plan would be renewed for another year. Had I Received ANYTHING I would have cancelled and avoided this terrible experience. I imagine why that is why reminders are not sent, to trap their customers. Again on the office visit on 9/29 there was more information not disclosed to me, I called to make an appointment, I assumed that I would be in the examination room, as I have been in there EVERY other time. It wasn't until I got to the hospital that I was informed that they were going to keep him, and did not give any estimate of time of when he would be ready. He was there for over 5 hours even after I called to check to see when he would be ready. He wasn't even seen by the vet because she was doing surgery, so how could have all those services been rendered? 2) POOR RECORD KEEPING-  Banfield only sent 1 of 3 pages of the signed wellness plan agreement AND they stated they attached my signature prior to services on 9/29 - but instead I was sent another customers invoice. On top of that, the appointment on 10/10 they claimed to have done a blood sample collect, which is completely FALSE the dr only listend to his lungs and heart, so I imagine there are other FALSE services that was put on the invoice since I was not in the exam room with him. 3.) UNNECESSARY TREATMENTS - After consulting with a trained medical professional, I discovered that [redacted] was over vaccinated- which could cause aggressive behavior and other serious issues. As well as other unnecessary treatments such as the [redacted]. 
Sending me back to the hospital where they can not cancel the wellness plan is ridiculous, on top of that they put my dog in danger and treated him so poorly by leaving him locked in a cage for 5 hours.  I would NEVER trust anything they say. Again, I want my plan completely cancelled and my November payment of $33.95 to be the last and final payment I ever send to Banfield. I have paid well over $600 to the company already and its not fair that they can treat me and my dog so terrible and continue to bill me monthly because of a contract that was signed over a year ago with absolutely no reminder of the renewal. How many complaints have to be filed against them before they change their business practices. They also had a class action lawsuit filed against them in 2013 for all of the same reasons I am complaining. I hope this decision can be made quickly as going back and forth with the company is adding to the negative experience.Sincerely,[redacted]

We previously attached a copy of the notes/summary from the visit in question which does validate our prior response.
We have asked that the local field leadership reach out to Ms. [redacted] directly in a final attempt to resolve this matter. As this time we must decline the resolution requested by Ms. [redacted]. 
Again, as all medical care and recommendations were appropriate and all care was fully discussed and authorized by the owner of record, Mr. [redacted], prior to being provided we must decline the continued request for reimbursement.

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 OWP was started on May 4, 2016. The plan did renew because we received no notification from Ms. [redacted] to set it to not renew. As no services have been used on this plan we will cancel the plan and refund the payment drafted on May 5th, 2017.

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 are very sorry to hear about the loss of...

your family’s pet, [redacted]. Our thoughts are with you during this difficult time. Please accept our deepest condolences.
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.
We see that [redacted] was not enrolled in an OWP. We do see that a pet named Chewy is enrolled in an OWP. An OWP is not transferable between pets. As a client service gesture Banfield will be waiving the current balance owed on the plan and cancelling it at no additional cost.

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 reviewing the collections balance we found that Mr. [redacted] signed a Wellness Plan agreement on 4/10/2014. He made 7 payments towards the Wellness Plan then there was a problem collecting additional payments. He was contacted by phone 4 times and sent 3 letters to advise of this situation and to give him time to rectify. [redacted] received services and discounts in excess of $1,000 and the balance was paid, after being sent to collections per the terms of the agreement, by Mr. [redacted]. In regards to the most recent Wellness Plan. Mr. [redacted] signed a new agreement on 7/21/2015 and initialed that he understood the plan would automatically renew. The plan renewed on 7/221/16 and [redacted] received services and discounts with a retail value totally $580.60. Mr. [redacted] has paid $160.35 (3 payments @ $53.45). The remaining payments on the plan are $420.25 (8 payments). According to the agreement signed by Mr. [redacted], he is responsible for fulfilling his 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 8 remaining Wellness Plan payments can draft as due on the 19TH of each month and the plan would then cancel.

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 active for Ms. [redacted] is an annual...

plan in which the cost is divided into 12 installments. The plan for [redacted] was set to renew on the 20th of February with the 12th installment coming out on the 19th of February. In this case, however, the plan was renewed early on the 15th of February in order to be able to utilize the services from the new plan year at the February 15th visit. In order for the plan to be renewed early it was necessary to collect the remaining 12th installment which was paid at the visit by Ms. [redacted] to complete the plan year. Since the payment date is set for the 19th of every month, first installment for the new plan year was taken on the 19th of February for the new plan year.
We apologize for any confusion caused by this and would like to offer to waive the March 19th installment of [redacted]’s Wellness Plan for Ms. [redacted] in an effort to resolve this concern for the client. The client will not have any payment drafted in March for this plan and will resume in April on the 19th as scheduled.

Complaint: [redacted]I am rejecting this response because:Sincerely,[redacted]
 
I called to cancel and they will not do it. I just wanted it 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. Thank you

Attached you will find the signed OWP agreement and on page two it very clearly outlines the charges for blood work when an OWP anesthetic procedure is postponed due to abnormalities. Also we have attached a copy of the signed treatment plan authorizing us to proceed with the dental cleaning. This is a valid charge and we will not be offering a refund in this matter.[redacted]SUPPORTING DOCUMENTS REDACTED BY Revdex.com[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 are very sorry to hear about the loss of your...

family’s pet, Precious. Our thoughts are with you during this difficult time. Please accept our deepest condolences. Banfield OWPs are a package of itemized and discounted preventive veterinary care services, such as vaccines, exams, and radiographs. 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. 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 remaining cost to cancel the OWP is $472.45. Unfortunately we are unable to meet the desired resolution of closing the OWP at no further cost.

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.

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 hospital leadership has communicated...

directly with this client and the matter has been resolved.

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 attached both the "Good Faith Estimate" and the final bill.  A good faith estimate should include any item that is standard in a surgery.  A final bill should only be significantly different if additional issues arise in the midst of surgery.  Also, when Chris asked me about follow up for our pet I asked him how much it would cost and he said nothing insinuating it was part of the surgery plan and then followed up with he would make sure it didn't cost us anything.  He also stated that a follow up appointment would be made when they called to give us the results of the stone samples and urine sample.  The vet did not discuss a follow up when she called with the results.  Sincerely,[redacted]