Complaints

• Initial Complaint

  04/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This company is fraudulently reporting charges to my credit file using a company called I C System since 7/4/2021. These charges are negatively impacting my credit file. This account was finalized and closed as agreed by the consumer. The consumer promised to send documentation showing this and never did. Instead they deceitfully continued to **** me for $359 and reported this charge to the credit bureaus. This is fraud, deceit and deception, in addition to poor business practice. Please remove this account from my credit file as I no longer have any further business with your company.

  

  Business response

  04/26/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.  
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to Vet Chat on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Drew was enrolled on an *** on November 24, 2020. Services were provided from the *** with a retail balance of $554.73 and a total of $119.85 (3 monthly payments of $39.95) was paid into the *** for services provided. As such, per the terms of the agreement, there was a balance owed on the ***.
  
  While there were multiple conversations and notifications regarding the account status and remaining balance, between 11/24/20 and 6/12/21, no further payments were received and the *** was cancelled on 6/27/21and the remaining balance of $359.55 was sent to a third-party collection agency, per the terms of the agreement.
  
  According to the agreement (attached) 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 wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.
  
  

  Customer response

  04/26/2022

   
  Complaint: 17057433
  
  I am rejecting this response because:
  
  Sincerely,
  
  Aushante Wellington

   

  I notified this company several times regarding **** being gone and hardship and they told me they would remove the debt!

  

  Business response

  05/08/2022

  Representatives have reviewed the documents and recorded calls between this client and our representatives. At no time were there any agreements to remove the balance from collections.

  This is a valid debt.
  

  Customer response

  05/08/2022

   
  Complaint: 17057433
  
  I am rejecting this response because:
  
  Sincerely,
  
  Aushante Wellington

   

  please attach proof of all recorded calls

  

  Business response

  05/20/2022

  We are unable to attach copies of the calls to the response (due to file size and type).

   

  As previously stated this is a valid debt and will not be waived or adjusted further.

• Initial Complaint

  04/16/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I took my dog for an exam regarding allergies and a standard checkup. When I first walk in there is two puddles of pee that looks like it had been sitting there for a while. When I get in the back the vet assistant tells me my dog would be getting only a boardatella shot. I then asked again to confirm. After an hour I hear my dog yelling in the back I came out of the room to them telling me that she wouldnt take the dewormer and that was why she was yelling. Confused because they didnt tell me about any dewormer as well as the vet assistant telling me they gave her a rabies shot. If she needed that I understand, but no one telling me what theyre doing to my pet. As well as me not even seeing the vet after I had asked twice to see a vet. I could very well say there wasnt even a vet there. My dog also was very scared when she returned to me and I think that was due to them trying to force medicine down her throat by grabbing her face. She also had visible medicine that didnt look to have been tried to get off of her fur. This has happened multiple times, they need to be shut down with how unprofessional and inhumane they treat their animals.

  

  Business response

  04/26/2022

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased pet hospital insurance for my dog, **** in September 2021. From November through January I attempted to get care for my pet and the doctors were not able to see ****. In January **** began having seizures and I was forced to seek care with another vet. In January I paid over $800 for medication and services for ****. The vet that provided services said the infection hadn't been caught early enough and I had to put **** to sleep. I contact Banfield at the end of January to report not only my dissatisfaction about the lack of, and quality of services, and to cancel the policy. I was given another number to call to cancel and when I called that number on more then one occasion I waiting on hold for ***** minutes, not able to get through. I went to the location where I purchased the policy at the Banfield Hospital, and was told that they could not cancel the service either. I called again and finally reached someone and told them for the 5th time I wanted to cancel the service. 3 weeks later I received a notice in the mail from IC Systems - collection trying to collect $862.27 for insurance that I cancelled in January of 2022. I contact both the collection agency and disputed the charges and provided the explanation. The collection agency provided me a phone number at Banfield to submit my complaint. I got a live person on the line in less then 5 minutes. When I explained the issue to them, they said that that I still needed to pay as when my dog was alive, I received services that exceed the amount that I owe. They offered to settle with me for $650 if I paid today. I purchased medical services at a flat rate for my pet and was not able to get the services promised. I lost my pet, and cancelled my policy. Banfield did not cancel my coverage, continued to charge me, despite their failure to offer the services promised and their knowledge that **** passed. My account number is *************.

  

  Business response

  04/26/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to Vet Chat on-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  **************** contacted us March 1, 2022 to demand cancellation of her *** for ***** **************** was reminded of the terms of the agreement and balance owed for services already provided. Per the terms of the agreement, a client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. In this case **** received services and discounts in the amount of $924.14 and **************** had paid one monthly payment (October 2021) of $76.57. The balance owed for services of $842.27.
  
  Unfortunately **************** and her representative, ******************, demanded all communication be stopped and disconnected the call.
  
  As there was a balance owed and the plan was on hold for failed payments we were unable to cancel out the *** at that time. No further payments were collected. Per 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 wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed.
  
  The *** for **** was cancelled and the balance owed ($842.27) was sent to a third-party collection agency.
  
  On April 12, 2022, **************** contacted our representatives again and was offered to settle the debt owed at 805, $689.82. **************** declined.
  
  This settlement offer is still available however this is a valid debt and it will not be waived.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my dog into the *********** ** location for a wellness exam. She walked in fine. Happy and healthy. She was dropped off for care with the staff and I left after check in. About 8 to 10 hours later I received a call stating she was ready for pickup. I arrive to pick her up and she is limping horribly. They stated she may of fell. After several back and forth calls I canceled our wellness plan. Took her to a new vet for treatment. After almost 6 months of visits and bills shes still limping. This place should be held accountable for theirs actions while she was in their care!

  

  Business response

  04/26/2022

  We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days in order to discuss your concerns and your desired resolution.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Entered Wellness Program Payment Plan. Brought my pup in for normal first shots, etc. Paid the balance after the small discounts afforded me through the plan. Had to take my pup back a few weeks later due to a change in her number of urine per hour. The Dr at the Clearwater store said leave her here we will call you. FIVE hours later, I called and they said the pup had not peed. I said Im coming to get her. No actual services were performed as they were supposedly waiting for her to pee. I then had the records transferred to the Palm Harbor Store. There I told the Dr that my pup was losing hair, vomiting, diarrhhea. They told me thats normal and to continue, it will pass. It did not. I researched one of the heartworm medications they gave me to give her. She was exhibiting all the signs that would suggest an adverse reaction to it. By this time, her skin had turned colors, her hair was falling out and I could not get her to eat and keep food down. I had suspected it was the medication and took her off of it. But I also took her to another Vet. There, the Dr agreed with me and gave her a different heartworm/flea medication. Her hair has grown back, the vomiting subsided and she was eating again. Although to this day, i cant get her to eat what I was feeding her prior as I think she thinks now it makes her sick. I had called the *********** before I switched to Palm Harbor. I called again when I broke off all services with Banfield due to the fact of their negligent/incompetent care. I was not going to continue to pay this when I am no longer using them AND they would have allowed my pup to continue with the adverse reaction to the medication. I have just found out that they have placed a $400 collection on my credit report for the balance of the 5 payments I had left. The corp office said I was serviced but neglected to state that I also PAID out of pocket for those services as well as paying the monthly plan - THEY breached the contract with inadequate care.

  

  Business response

  04/18/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences.  While we appreciate every opportunity to review, discuss and address our clients concerns, the discussion of a patients care is best done directly with the client. We have escalated this concern to the local Hospital and Field Leaders to follow up with you. We have instructed them to do so within 3-5 business days to discuss your concerns and your desired resolution.

  Customer response

  04/18/2022

   
  Complaint: 17004964
  
  I am rejecting this response because:  I have called the *********** twice already. The first time when I called to complain about the waste of time for no service when I brought my puppy and she sat there for 5 hours with nothing being done as well as no help for her current condition. I told Corp at the time I will not be paying for this "wellness plan" any more in that my puppy would have died. I switched to a different branch. It was there i told the Vet that my pup was losing hair, vomiting, tremors, even her skin was turning dark. The Vet told me that was "normal" and to "give Kenzie a little more time with the medication". In the next two weeks, it was getting worse. At the next monthly date to give my puppy the medication, I didnt do it. But I did make an appt with a totally different Vet/company. They immediately changed her medication. Within the next few months, her hair grew back, I finally got her back to eating at least one of the items she used to eat. She wouldnt eat anything cuz it made her sick. I had to feed her boiled chicken for about 3 months and slowly reintroduce her to her regular food.  I called corp again when I found out about a collection on my credit report. I had called to tell them I refused to pay this and why. I was told I have had a dollar amount of services and only paid for 7 months and that I owe the 5 months in services rendered. What they ARE NOT including is that the "wellness plan" simply offers an office visit and a very very small discount the services provided during the visit. I paid the remainder of the amount each time I visited. So although they say I have had x** amount of dollars in services, what they dont say is I also PAID after the very small discount of those services. I refuse to pay these people for neglect, incompetence and not caring about the health of my pup but only to get the fees, all soo obviously a scam. 
  
  Sincerely,
  
  *************************

  

  Business response

  04/26/2022

  Thank you for providing us with these additional information and details. We have escalated this concern to the Field Director and Director of Veterinary Quality and have asked that they review the care provided and contact **************** directly.

  Customer response

  05/02/2022

   
  Complaint: 17004964
  
  I am rejecting this response because:  All I am getting is calls from this company and the latest one (I was out of town and no cell phone) - asking to talk to me about the care of my pet. I have already spoken to ************* TWICE - and the local ********** Office and the Local *********** Office. 

  Now I have a Vet from a ***** office calling and asking to talk to me about the care of my pet.  I have already talked to them about this. 

  This issue is the scam they are trying to pull with their "wellness" plan in which all they care about is the monthly payment coming in. When the care was neglectful and incompetent, I had to bring my pet to a new Vet, who agreed with my own views and changed her medication. I stopped paying the monthly as no service has been performed. 
  They tell me (and everybody else who has the same complaint - at last look - nearly 400 separate complaints -- I received a certain amount of services and I owe the 5 months left. 

  What they ARE NOT saying is the wellness plan only offered a very small discount and the rest of the services were paid at the time. As far as I can do the math, they owe me, 

  Yet they have placed a collection in my credit report -- as they have done to the other 400 ppl -- 

  I want that collection taken off my credit report. I will not and should not pay for services NOT rendered and no longer in the program due to the need to seek other veterinary services in order to save the life of my puppy. 
  
  Sincerely,
  
  *************************

  

  Business response

  05/08/2022

  This is a valid debt. Numerous Banfield representatives have discussed this matter and address these concerns however **************** is unwilling to allow a mutual conversation. ******************** is still awaiting a return call.

  Customer response

  05/10/2022

   
  Complaint: 17004964
  
  I am rejecting this response because: I have spoken with *********** twice, and once someone from *********** office and someone from ***** somewhere, called when I was out of town - both calling about the "care of my pet" -- I have already discussed the care of my pet in the first instance at the ****************** twice with the *********** office, then the ***********, then after my new Vet, the *********** again.  There is nothing to discuss. Banfield Hosp was negligent and incompetent in the care of my pet to the point of almost having my pet die. I do not use their service, I have paid 7 months of premiums for a very small discount and paid out of pocket more than what has already been paid, AND paid for a new office visit and care and different medication from a different *********** They are NOT offering a service to me and the "debt" I owe is moot. 
  They almost killed my dog. I will NOT continue to pay that which I do NOT owe -- no service, no payment. 
  I have already started legal avenues. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed my pup up at Banfield Pet Hospital August of 2021 after a very long period of not having one vet clinic/hospital for my pup due to covid. After his first visit I signed my pup up for there Optimum Wellness Plan, a plan that was supposed to include Comprehensive exams, unlimited visits, vaccinations etc. Hence the HUGE problem Banfield should not have accepted my pup as a patient period, there appts are months out ALL the time, I paid almost 50 a month for this plan and my pup literally was seen twice two times. The remainder of times he should of or needed to be seen we had to go to a Pet ER or ****** care because we could NEVER get an appt. Not in the Cambridge location where he was a patient or ANY of the other locations. This plan is something that should not be offered, because Banfield can not uphold the terms of the plan. It took me complaining to the ** office here in Mass to get a call back about cancelling my plan without paying fees. I finally was able to cancel yesterday but no refund was offered, but feel they should refund me the monthly fees I have paid since this past August. Absolutely frustrating, absolutely unprofessional , They are selling packages to people who end ** in a year contract without rendering the services stated in the package at the risk of your animal. Again I was not able to get an appt for my dog at ANY Banfield mass locations. Absolutely not a good idea. False advertisement completely and could be at the expense of your pet. While paying there monthly plan fee, I've spent hundreds of dollars going to other facilities to get my pups care. Absolutely horrible. They charge you monthly for services they DO NOT RENDER. I should be refunded the monthly fees I've paid for services none of there locations could render.

  

  Business response

  04/11/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to Vet Chaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  Cancellation within 4 business days:
  A client can cancel an *** at any time, but if cancelled within four business days of enrollment, the membership fee and other fees paid are refundable minus the undiscounted retail value of services and discounts used under the ***. 
  
  Cancellation after 4 business days:
  A client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***. 
  
  *********************** paid eight payments of $45.95 prior to it being cancelled (Total $367.60).  On 04/04/2022 The plan was cancelled, and the cancellation costs were waived as a client service gesture.   Tracey ****** pet was seen twice by our hospitals.   I have attached the invoices showing that the retail cost was discounted significantly.   On 08/19/2022 ***** received $389.56 worth of services and *********************** paid $206.91.   On 09/09/2021, ***** received $241.31 worth of care and services.   The total cost for *********************** was $179.35.    Total discounts for those two visits were $362. 
  As a resolution we are willing to offer this client the $58.95 they paid for a membership fee and the $5 difference in total cost on services received.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Yesterday, I dropped my pup off to have a comprehensive exam. I was asked if I needed a refill on the Simparica trio. I said no. My wife went on to pick up our puppy, as I was at work. Going against my wishes they forced her into taking the Simparica, did NOT explain that insurance wasn't covering the cost. As a result, I was charged $135. I called this morning, dealt w an extremely rude employee, who informed me that, since I left w the meds, I can't return them. Even though they weren't opened, and I had specifically told the nurse in the morning I did NOT want the Simparica. This is an extremely shady and unethical business practice, and strong-arm sales tactics. I want a refund for this.

  

  Business response

  04/11/2022

   Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns.  Our teams did work with this client on 04/06/2022 to come to a resolution.  He received a refund for the amount charged and was offered a way to build medications into his wellness plan. 

• Initial Complaint

  04/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Dear,My Dog was enrolled for 1 year plan of the services to take care of her vaccine and check up and more.Vaccination must be onetime to keep my dog healthy and safe. That's why I paid monthly services fee for this plan.Few days ago when I tried to put her in hotel, it was rejected to accept her as her vaccination was overdue.They must send notification and reminder to keep her vaccine up to date one month or prior to the due(That the reason she had health plan).Her vaccine due date was 25th of March. When I called and ask about why they didn't send the reminder they said they phone and internet was out of service for three months. That is the most craziest/unacceptable excuse for this manner (If that is acceptable reason, then I have a reason that my bank account is empty and will not pay too, same excuses and acceptable).They refuse to give her free vaccine today 04/5/2022 and they said your plan is expired on March 26.First -They put my dog in dangerous situation and they didn't care about my dog health status.and I want they refund my last 3 months payment as they didn't give any services.as they excused of internet and phone outages.second-they must give her free vaccine as they missed her vaccination notification and reminder.Third- I don't trust "***** *****************************************" branch with *********************** manager to leave my dog with them. They should give me a credit for free vaccine in other benches such as " *************************************************" with good feedback review.Thanks Ash

  

  Business response

  04/12/2022

  Thank you for the opportunity to respond to your concern.   In an attempt to resolve this concern, we would like to offer a reimbursement of  $81.85.  This was calculated based on the cost of an office visit $51.95 and Bordatella vaccine $29.90.  Please let us know the preferred address to send the reimbursement check.  Processing can take ***** days.  

  Customer response

  04/12/2022

   
  Complaint: 16985894
  
  I am rejecting this response because:

  I paid for 3 months, each month consisted of a payment of $49.95. The total in this instance should be about $150 which is nearly half of their offering. I also paid the cost of an office visit for $51.95. Therefore, this circumstance prevails a $201 return and not $81.85. The health of my dog is now in jeopardy because of their negligence and failure to maintain proper service for their paying customers. 
  

  Sincerely,
  
  *******************************

  

  Business response

  04/18/2022

  The reimbursement proposed response was for the vaccination that was overdue and available on the wellness plan.  This was not intended to be a reimbursement for wellness plan payments as there was $1864.26 in services and discounts provided including vaccinations and spay.  The OWP package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital  

  Customer response

  04/24/2022

   
  Complaint: 16985894
  
  I am rejecting this response because:
  

  I haven't ask for for a year refund. $1864.26 is the total amount of the monthly and payment for entire year. I paid for last 3 months, each month consisted of a payment of $49.95. The total in this instance should be about $150 and office visit for $*****. Therefore, this circumstance prevails a $201 return. ******** location at 25829 ************************************************ had lack of service as they said their internet and phone was/are  out of service for 3 months. They put my dog health in danger with nonsense excuses. I want full refund of the last three months plus the payment of ***** that I made. If Banfield couldn't provide service because of that excuse then It is no reason that I pay those amounts. 
  
  Sincerely,
  
  *******************************

  

  Business response

  05/08/2022

  Banfield has offered a reimbursement of $81.85.  This was calculated based on the cost of an office visit $51.95 and Bordatella vaccine $29.90, that was available on the *** and overdue.
  No further reimbursements will be offered.  

  Customer response

  05/13/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  They can send the check to my address listed in my account.
  
  Sincerely,
  
  *******************************

  Customer response

  06/06/2022

   
  Complaint: 16985894
  
  I am rejecting this response because: 

  Hello,
  I haven't received my check regarding the 
  Complaint ID: ********
  Date Filed: 4/5/2022
  
   
  I called Banfield and they said no check issued for you !!!
  I would like to open the case again.
  
  Sincerely,
  
  *******************************

  

  Business response

  06/10/2022

  We apologize for the delay as the memorial day holiday does cause processing delays.   We have confirmed the check request has been submitted and processed.   Delivery of check should occur in the next **** days.  Please reach out if it is not received in this time period. 

  Customer response

  06/14/2022

   
  Complaint: 16985894
  
  I am rejecting this response because: Memorial day was one day holiday, Check has delay One month. It is not good excuses for poor services, and that is good evidence to prove my initial complain. Still haven't received the check! 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  04/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On 4/27/2021 my first **** for what I thought was pet insurance for my cat automatically taken from my account. I was then billed on 5/27/2021 as well but I cancelled the plan around that time because I realized it wasn't pet insurance. I did not attempt to get a refund because it was my mistake, not Banfield's. Until 2/2022 I believed the cancellation had been processed as I had the account on autopay, I never changed that or removed my payment information. So the only thing keeping them from charging me was that I requested to cancel the plan. In 2/2022 I was made aware on Credit Karma of a debt from Banfield that had went to collections. I emailed Banfield for more information and requested they remove the collections. I received a confirmation email on 2/25/2022 at 3:04pm stating it was received and forwarded it to the appropriate team. As of 4/4/2022 I have received no response and the collection is still on my credit report. I have sent a second email today 4/4/2022 to get a response, but I am also submitting this complaint as well because this fake debt is affecting my life and I can't get them to respond. All I want is the fake debt removed and corrected on my credit report.

  

  Business response

  04/05/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to Vet Chaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  *************** enrolled his pet, *****, on an *** in March 2021. While we have no record of receiving a cancellation request from **************** due to the services provided from the *** there would have been a balance owed. Per the terms of the agreement, a client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.  In this case ***** received services and discounts from the *** in the amount of $720.04. In total **************** only paid $113.85 (3 monthly payments at $37.95). The balance owed to cancel the *** early would have been $341.55, the remaining payments.
  
  Unfortunately,**************** stopped making payments on his *** after his May 26, 2021, payment. According to 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 wellness plan in on hold for past due payments for 120 days or more, Banfield has the right to cancel the *** and collect all remaining monthly installments. Should the plan be cancelled, the remaining unpaid monthly payments may be sent to a third-party collection agency, in which case collection fees be also be applied to the balance owed. Mr. ******* *** was cancelled for non-payment and the balance owed of $341.55 was sent to a third-party collection agency.
  
  This is a valid debt.

• Initial Complaint

  04/04/2022

  Complaint Type:

  Order Issues

  Status:

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  So recently it was brought to my attention I been paying for two healthcare programs. One is very expensive which is Banfield, the other comes out of my payroll from work (nationwide). I SIGNED for banfield a in 01/21 and tried to discontinue around the same time 01/21 but they keep deducting out my bank account. And told me I would have to pay them $700 to voice a contract from 2021. I recently had brain surgery and some things slip my mind again I tried on multiple occasions to get my money back! I have the bills if needed . Please assist in this matter. Thanks

  

  Business response

  04/05/2022

  Thank you for providing us this feedback and the opportunity to review and address these concerns. Banfield strives to partner with every client to provide quality medical care and client experiences, and we appreciate the opportunity to respond to concerns. 
  
  Optimum Wellness Plans (***s) are customized packages of pet care services. Designed to provide annual preventive care to help keep pets healthy, wellness plans include nose-to-tail exams, vaccines, early screening diagnostics, parasite control and prevention, professional dental care, 24/7 access to Vet Chaton-demand support on the Banfield app and more. Since wellness plans are not insurance, they do not include treatment for unpredictable or abnormal conditions; however, discounts would apply. The *** package of preventive care services is designed to be delivered over the course of a year and at any Banfield Pet Hospital. Clients can elect to spread the cost of the *** over a year with monthly payments or they can choose to pay up front for the entire annual cost of the ***.
  
  ****************** originally enrolled her pet, *****************, on an *** on January 17, 2021. The *** renewed, per the terms of the agreement, on January 17, 2022.
  
  Per the terms of the agreement, a client can cancel an *** at any time but if cancelled four or more business days after the effective date, Banfield is entitled to recover the lesser of (1) retail value of services and discounts used under the *** minus the monthly payments made or (2) remaining monthly payments due under the term of the ***.
  
  In this case, ***************** has received services and discounts from the current *** in the amount of $871. 27. ****************** has paid $213.15 (3 monthly payments of $71.05) towards the ***. The balance owed to cancel the plan is $639.45, the remaining *** payments.

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