Complaints

• Initial Complaint

  03/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This is concerning a pet insurance policy at Banfield Pet Hospital. Service was substandard (negligent) and back in November I called and cancelled my cat's insurance plan(s). I had to wait on hold for an hour to speak to someone. I cancelled my plans and stopped payments. Now four months later I get a letter from a collection agency stating I owe them $612 ?! They are out of their minds, nothing but a scam ripoff service. "You can't cancel online you have to call us". Well I did call them and I did cancel ! Thieves !

  

  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 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 ***.   
  
  **************** states that he "called to cancel" his pet's *** in November 2021. While we have no records of receiving any communications (email, chat or phone) from **************** regarding the cancellation of his *** the plan would not have been able to be cancelled in November 2021 as there was a balance owed for services already rendered.
  
  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, Moonpie received services and discounts in the amount of $917.87. As of November 2021, **************** had paid $122.40 (2 monthly payments of $61.20) towards those services. The balance owed at that time would have been $612.00.
  
  Rather than cancelling the *** **************** stopped making his monthly payments. Per the terms of 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 last payment for the *** was received on October 5, 2021. The *** was cancelled for non-payment and the balance of $612.00 was sent to a third-party collection agency on March 6, 2022.
  
  This is a valid debt.

  Customer response

  04/05/2022

   
  Complaint: 16923858
  
  I am rejecting this response because:

   

  They are full of it, I cancelled.  You want to milk your customers with illegal so called contracts for no other purpose than corporate greed.  S**** the little guy so the *** can get a bonus.  Send collections after services that were not wanted or used.  Well guess what, I'll never fork over a single *****,  and if you choose to leave a undeserved stain on my credit report I'll leave a well deserved stain on your reviews far and wide across the internet, I can be louder and more obnoxious than any collection agency.  I'll let people know the truth about your shady contracts, poor service, lack of proper record keeping, being made to jump through hoops to cancel a BS contract.  Should I contact the state attorney general, or maybe contact my local news station?  I CANCELLED AND IT"S NOT MY FAULT IF YOU CANT KEEP PROPER RECORDS.  Stop leaching off society,  stop robbing people, stop making it so **** difficult to cancel your lousy service and hire another phone-granny to answer your cancellation number so no one else has to sit on hold for an hour like I did.

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

• Initial Complaint

  03/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am livid with Banfield hospital. After losing one of my Shih Tzu's to cancer because they midday him, he decided to continue service with them until my other Shih Tzu became deathly ill on July 20 2021. He was throwing up uncontrollably and drinking lots of water he was also lethargic. We rushed him to Banfield and had to leave him. The vet called about two hours later stating they needed to do more costly test to rule out ******* disease and he would be transferred after hours to the emergency vet down the street incurring more cost or he would be left unattended there until the following morning by himself. I was furious and stated we were on our way to pick him up and don't leave until we come get him. He did not have anything other than a upset stomach after ingesting something he wasn't supposed to and he was okay a few day's later. I informed them that I did not want to bring anymore of my pets there because I felt they were extremely I competent and only wish to add more higher costs to the **** by ordering unnecessary testing. They indicated that it was a maintenance plan and could not cancel it. I informed them that I was cancelling it that day and his emergency **** was paid and I would not pay them anything else because I was cancelling the plan and I will not be paying for services that they are not receiving! They have sent the **** to collections for a little over ******!

  

  Business response

  03/22/2022

  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 ***.
  
  ***************** contacted our representatives on July 20th, 2021, to cancel the ***s for Pepper, Coc and Tiger. The representative discussed the remaining balance owed on each plan. 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 ***.  ** services were used on each of the plans that exceeded the monies paid into them there was a remaining balance owed at that time for each plan.
  
  The remaining balance on the plans were as follows; $269.70 remained for Tigers *** (the remaining 6 payments), $203.70 remained for Cocos *** (the remaining 6 payments) and $128.02 remained for Peppers ***.
  
  Unfortunately,****************** failed to pay any of the remaining balances owed on the ***s. Per the terms of the agreements, 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 ***s were cancelled on December 4, 2021, and the remaining balances for each plan were sent to collections. This debt has been validated with the third-party collection agency.  
  
  

  Customer response

  03/22/2022

   
  Complaint: 16916524
  
  I am rejecting this response because:

  This company has many fraudulent claims made against them for trying to force customers to continue with their substandard service! As I indicated to them several times before filing this claim, that I was not happy with them misdiagnosing one pet, not once but twice causing one of the to die! Why on earth would I continue with a company that I cannot trust to even provide the basic care to! I will not pay them one more cent. I dont care what they think they can force me to do other than not choosing to bring them back to any of their locations! I trust them providing any type of medical care to any of my three pets! I will not be bullied into paying for services that we do not want or need by this company!

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

• Initial Complaint

  03/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/9/2022 I took my dog into the **********/Plainfield location because she was sick. When I checked in, I believe ***** mentioned downgrading my wellness plan because my dog is really too old for the dental. She noted several times that the current plan would expire at the end of March and the new plan would go into effect at the beginning of April. Unfortunately, my pet is not doing well. I chatted on 3/15/2022 to cancel the wellness plan. At this time, I was told that when I agreed to the downgrade it actually reset my wellness plan and I would owe over $289 to cancel.I did not agree to this. I agreed to the downgrade at the end of my year, which is March 30, 2022. This is what I was told by the person at the **********/Plainfield location. Had I been told the change was immediate, I NEVER would have agreed. In addition, I had already been charged the higher premium for March which Banfield is ignoring.

  

  Business response

  03/16/2022

  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.

  Customer response

  03/16/2022

   
  Complaint: 16895905
  
  I am rejecting this response because:until I have heard from the local escalation team. Once I hear from them I will update my response 
  
  Sincerely,
  
  *************************

  

  Business response

  03/18/2022

  As previously indicated we ask that you allow the local hospital leadership the full allotted time previously stated (3-5 business days) to response. As of the date of this response they have only had 2 days to review this matter.

  Customer response

  03/22/2022

   
  Complaint: 16895905
  
  I am rejecting this response because:

  I did hear from the local team on 3/16, and they did nothing. There has been no resolution. So no I am not satisfied since there was no attempt to resolve anything. 

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

  

  Business response

  04/05/2022

  Despite **************** authorizing the renewal and signing the updated agreement on the day in question the local hospital leadership has agreed to cancel the plan and waive the balance.

  No further resolution will be offered in this case.

  Customer response

  04/07/2022

   
  Complaint: 16895905
  
  I am rejecting this response because:

  Based on the initial conversation with the local hospital (the only choice I was given at that point was to keep the plan or pay. The local hospital spent the entire call telling me I was wrong. They never addressed the fact that my decision was made based on false information from their agent), I cancelled the plan (I was lied to about) and paid the fee.
  

  I have attached proof of my payment.  

  Too little, too late. 

  Next time, do not train your staff to mislead the customer and own up to it when you get caught. 
  Sincerely,
  
  *************************

• Initial Complaint

  03/15/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I sincerely don't trust Banfield Pet Hospitals with my dogs. They have lost appointments, refused appointments, accused me of showing up to the wrong location, and yelled at me for being late (100% their fault you can't be on time when they tell you the wrong location). This isn't about 1 single isolated experience at 1 location. I have had terrible experiences at both locations I have been to. I have been lied to about fees that I would have to pay. My time and my money both have been wasted. They are now trying to continue to **** me for their Wellness Plan that I have tried to cancel. They literally told me that I cannot cancel it. They have done nothing to earn these monies. They have broken their contracts with me. This is harassment and you cannot get through to their customer service at all!

  

  Business response

  03/17/2022

  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 ***.
  
  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 ***. 
  
  ****** Mutt has received services and discounts from the *** package in the amount of $725.33 and ************** has paid $237.65 (7 monthly payments of $33.95) towards the *** package. The remaining balance owed on services already received is $169.75, the remaining payments.
  
  LD has received services and discounts from the *** package in the amount of $679.55 and ************** has paid $237.65 (7 monthly payments of $33.95) towards the *** package.The remaining balance owed on services already received is $169.75, the remaining payments.
  
  While both ***s have been set to NOT renew there are remaining balances owed.Currently, both ***s are on hold for failed payments. Per the terms of 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.
  
  If there are specific service complaints, we would be happy to have a hospital leader contact ************** if would care to share the specifics of those experiences.

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Banfield is a Wellness plan for pets and my pet passed away a few weeks ago, but Banfield is requiring me to continue to pay the premium, which is about $500. I spent over $3000 in hospital bills on my pet and for services that Banfield cannot accommodate normally. I think it is awful that they are requiring customers to continue to make payments.

  

  Business response

  03/16/2022

  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.  We are deeply saddened to learn of Mr. ******* loss. Our thoughts go out to him and his family during this difficult time.
  
  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 ***.
  
  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 ***. 
  
  ***** received services and discounts from her *** in the amount of $801.89. *************** has paid $220.60 (4 monthly payments of $55.15). Banfield waived an additional $220.60 (4 monthly payments of $55.15) of the remaining balance as a client services gesture. The balance owed on the services already provided is $220.60, the remaining 4 payments.
  

• Initial Complaint

  03/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ********* or ******** however you spell her name I just know the works at the banfield on pines and has long nails. I took my pup there to be seen and he is very hyper because he has ADHD. As Im calming him to weigh him she decides to pet him which makes him excited he them grabbed her sleeve in a very playful way because she even said you are so playful but then raised her hand and was about to hit my dog to let her sleeve go and realized what she was doing and immediately tried to play it off this let me know that they hit people animals there or at least she does my pup will never be returning to this place. I also asked for the doctor to call me to speak with him about my dog and he decided not to call but create a treatment plan without even hearing from me

  

  Business response

  03/16/2022

  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.

  Customer response

  03/16/2022

   
  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. As long as they actually keep their word 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my cat to myour Federal way location in Aug of 2021 just for vaccines and no other concerns. This year Feb 2022 I tried to get my cat medical insurance so got notes from Federal way and was told by *********** that the notes they emailed me in Aug 2021 was all they had. I uploaded these to my insurance in which they said they needed it to have a SOAP in which I called *********** and was told what I have is all they have. So I tramuatized my cat again and had him seen by your office Feb 2022 with no concerns just needed a SOAP for my cat. The doctor asked me if I had any concers and I told her no, I did tell her he had occasional voimiting in past and was on a grain-free diet. At no point did I say my cat is voimiting now and it could be due to his grain-free diet. The doctor stated that shen felt he has occasional vomit due to his grain-free diet (couldn't just be hairballs) due to cats need protien. In her notes not SOAP the docotor listed occasional vomiting due to possible grain-free diet which is now causing my insurance to see this as a pre-exisiting condition. When I called 3/3/22 I spoke with a rep who said she would get with ************************ and call me back, she also didn't understand why it had even been added. I called today and spoke with another rep who took my info and said she would have someone call me. Someone called me and told me I needed to call your other Puyallup location for ************. Called and was told my cat was never deen by ************ and I need to call your office back. Called back got rep who stated she had no idea why they told me ************ but she would get her manager. Manager got on and I tried to explain what was going on and she just kept saying I can't change the notes. I then tried to explain again in which she stated you are goign to have to get with your insurance. I then tried again and she told me if I yelled at her again she would hang up and I may have started talking fast but never loud. She was rude and unhelpful.

  

  Business response

  03/16/2022

  Banfield representatives have ************** regarding these concerns. We have explained that the medical records are used to summarize the topics of discussion, treatments or resolutions offered and actions taken. Veterinarians and any other licensed professionals are responsible for ensuring medical records are complete and accurate prior to the end of the day on which care was provided.

  
  All visits for both Tiger and Kosmo contain SOAP notes. On the visit in question (2/18) Kosmos medical records do NOT say that Kosmos vomiting was caused by a grain free diet. The medical records state Kosmo has been on a grain free diet and has occasional vomiting. While we can understand the frustration ************** expresses in her complaint, we have no control over what her pet insurance plan will or will not cover because of medical records provided to them. Medical records cannot be altered after the completion of the visit. Veterinarians are governed by their state licensing board and their professional ethics when it comes to what is entered into the medical records.

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  THEIR NEGLIGENCE AND CARELESSNESS KILLED MY CAT.My partner and his family had been taking their pets to this vet since he was a little boy, long before the practice got bought out by Banfield. We took our cats there when we moved back to town because he'd always had a good experience up to that point. First it started with billing issues. We were billed multiple times for the same prescription and even after calling nearly a dozen times over a period of 3 months, they STILL haven't fixed it.Then it was scheduling issues. I'd make an appointment online, then they'd call and need to reschedule. So I'd reschedule. Then I'd show up for the appointment at the rescheduled time and they'd tell me I was 2 hours late. Even though I showed up at the time they told me to be there!All that is annoying, but the worst part is when I brought in my cat ***** because he was having a strange set of symptoms. Persistent eye infections, recurring limp, peeing outside the litter box, multiple lumps popping up, a heart murmur... We spent THOUSANDS OF DOLLARS trying to figure out what was wrong with him and they couldn't tell us anything. This went on for over a year.Then one day they told us they wanted us to bring him in to have a lump on his face removed and they were going to put him to sleep to do the surgery. After we dropped him off, one of the vets called to say that his surgery never should have been scheduled because he has a heart murmur and you're not supposed to anesthetize cats with heart murmurs because it'll kill them. So whoever told us to bring him in for surgery clearly didn't read his file!And it gets worse. As we're talking to the vet who stopped the surgery, they kept talking about the lump on his back leg. Turns out, not only were they going to anesthetize my cat, which would have killed him, THEY WERE PLANNING TO DO SURGERY ON THE WRONG PART OF HIS BODY.But wait, there's more. See the pdf attached at the bottom for the full story.

  

  Business response

  03/15/2022

  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

  03/15/2022

   
  Complaint: 16852627
  
  I am rejecting this response because: My partner and I have been in extensive contact with the Banfield location that treated ***** so poorly and they routinely dismissed our concerns. The whole reason I filed a complaint here is because we were not heard at the location in question. To suggest that we did not do our due diligence in attempting to discuss our concerns with them once again feels dismissive. Banfield needs to accept responsibility for the careless and negligent care my cat received that led directly to his early death. 
  
  Sincerely,
  
  *****************************

  

  Business response

  03/17/2022

  A representative will be reaching out to ********************** directly to discuss her concerns. Both the local hospital leadership and their leaders are reviewing the care and stated concerns. There are the appropriate individuals to speak with regarding this matter.

  Without allowing this leadership team a chance to review the care and discuss the concerns directly with ********************** we will be unable to resolve these concerns.

  Customer response

  03/21/2022

   
  Complaint: 16852627
  
  I am rejecting this response because:

  The "leaders" at the specific Banfield location are welcome to reach out to my partner and me, however, as I have repeatedly stated, we have been in extensive contact with them over the past year and our concerns were repeatedly dismissed.

  That is the whole reason why I'm seeking assistance through the BBB. I would like BOTH the leaders at *************** Banfield location AND Banfield corporate to make this right. If our complaint could have been resolved by Forest Park Banfield "leaders" alone, we would not have filed this complaint.

   

  The past two responses I've been given through this forum sound like Banfield corporate's attempt to ***** responsibility for the carelessness and negligence that led to my cat's early death. 

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

  

  Business response

  04/04/2022

  Banfield representatives have made multiple attempts to speak to the client about these concerns. The client is unwilling to speak with the hospital or field leaders. These leaders are the individuals that directly oversee the hospital teams and they can address the both the client experience and the quality of care provided. 

  We have asked that they be given the chance to review and address these concerns. They have not be granted that opportunity by **********************. the leaders have been able to speak with ********************** regarding these concerns, however ********************** has not returned there communication attempts.

  Customer response

  04/04/2022

   
  Complaint: 16852627
  
  I am rejecting this response because we were called ONE time last week by Banfield to talk about these concerns. I was out of town, so my husband told them to call us back Monday or Tuesday to discuss our concerns with both of us. It is Monday at 7:30pm ET as I'm writing this and we have not heard from them. We are more than happy to discuss these concerns and have previously requested calls from corporate AND the "leaders" at the individual Banfield location, but we do not appreciate Banfield misrepresenting the situation (including the false claim that we were called multiple times) when we have made efforts to discuss this and they have dropped the ball. 

  I'm also attaching screenshots from my phone records so you can see that no one from Banfield has attempted to call me.

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

  

  Business response

  04/26/2022

  Both the Practice Manager and Chief of Staff spoke with this client and discussed the many concerns noted regarding the care, services and interaction over the past several months. They were able to address these concerns and proposed a resolution involving a partial reimbursement. This was accepted by both of the owners and the matter has been closed.

• Initial Complaint

  03/02/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Failure to verbally disclose that I am only allowed to CANCEL my Wellness Plan on the yearly anniversary in July. This plan requires monthly payments and I wanted to cancel effective March 2, 2022 and stop making monthly payments. Today was the first time I was informed verbally that Im not allowed to do so. Banfield Pet Hospital has taken on way more pet patients than they are staffed to handle. It is obvious as they no longer answer their phones. They provide horrible veterinary services and when you leave a voice message with their corporate offices they take 5 hours to return the call. I want to be allowed to cancel my Wellness Plan and not have to make payments of $50 from March 2022 through July 2022 because their veterinary business is horrific.

  

  Business response

  03/04/2022

  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 (****) 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 ***.
  
  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, the *** for ***** renewed, per the terms of the agreement, on July 31,2021, for a new 12-month term. From the date of renewal to the date of this response ***** has received services and discounts from the *** in the amount of $1276.51. **************** has paid $349.65 (7 monthly payments of $49.95) towards those services. The remaining balance on the *** is $249.75, or the remaining 5 monthly payments.

• Initial Complaint

  03/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I am writing to you because I have a wellness plan and I have been taking my dog, ***** who is now 3, to Banfield since I have gotten him. Till August 2020, I had no complaints with Banfield. I have not returned because I have not been able to book an appointment since my last visit. When I log into the website, there arent any available appointments for booking. I also did try going out of my way to different locations, but I had no luck either. It is because of this I have terminated my wellness plan. I am very unhappy with the inability to provide services, but I am more upset because I have been paying months of the wellness plan. I would like a refund on the months this service was not being used. I hope you take in consideration my request. I would like to add, I have taken my dog to other vets and have had to pay large bills over there and still pay the wellness plan at Banfield, which is very unfair in my eyes and a waste of my money. When I expressed this to a Banfield representative all she said she could do for me is cancel the plan. I think it is unfair that I have paid a totaling amount of $701.10 (since August 2020 till February 2022) plus each time I had to find a different vet that cost me about 200 each time. Even if I wanted to keep the same vet I still cant get an appointment. This is terrible

  

  Business response

  03/02/2022

  Optimum Wellness Plans (****) 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 ***.

  While we cannot provide reimbursements for prior plan years we have issues a refund for the payments paid into the 2021-2022 plan year as no services have been used. The refund (****** = 8 monthly payments of $38.95) has been processed to the account on file.

  Customer response

  03/06/2022

   
  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.
  
  Sincerely,
  
  ***************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩