Complaints

• Initial Complaint

  02/25/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Will not allow me to cancel a thirteen year wellness plan that I have with for my dog. Did not use for 2 yr since co-vid but I continued to pay. Now we have hardship we can't pay anymore. They have the audacity ask me for more money that I don't have. I need to cancel this insurance plan. I have been with them for 13 years and have been in good customer standing.

  

  Business response

  03/02/2022

  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 ***.
  
  Ms. Hardens *** for Shadow on September 29, 2021. From the date of the renewal to the date of this response Shadow has received services and discounts in the amount of $459.07, and **************** has paid $259.75 (5 monthly payments of $51.95) towards those services. 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 there is a balance owed for services provided in the amount $199.32.

• Initial Complaint

  02/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In Sept 2021 I took my dog in for dental surgery and the vet told me my dog was the great candidate for surgery because he was in perfect condition. After surgery he died 4 days later and they did not help me when I called the day he was dying. I trusted them with my dog and now they are still charging me for services rendered. I cant pay for the **** they sent me after paying for my dogs cremation. They continue to send me emails and mail and now have sent the **** to collections which will destroy my good credit.

  

  Business response

  03/02/2022

  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 ***.
  
  ************** enrolled Bowie on an *** on September 9, 2021. Services and discounts were provided from the *** on September 9th and 13th, in the amount of $1739.65. ************** has paid $84.40 (1 monthly payment) towards those services. 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 there is a balance owed for services provided in the amount of $928.40, or 11 monthly payments of $84.40.
  
  Currently the *** is on hold for failed payments. 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 local hospital leadership did call ************** in September to address her concerns regarding ****** care, but ************** did not return their calls. If ************** would like to discuss the care further we can have them reach out again.

  Customer response

  03/02/2022

   
  Complaint: 16806793
  
  I am rejecting this response because:
  They killed my dog. No money to pay whatsoever after paying for my dogs funeral costs. I dont even have one *****.
  Sincerely,
  
  ***************************

• Initial Complaint

  02/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Bansfield staff members misrepresented the Wellness Plan to me and my family. During a visit or our cat Jiji, I was informed that I could use Care Credit to auto pay for the monthly Wellness plan fees. It was explained to me, that this would be more beneficial to me than paying the entire balance at check out. Of course this sound great. However, imagine my surprise when I started receiving emails stating that the account had not been paid. This is because care Credit cannot be used for auto debit. Had this been stated to me during the vet visit, I would have declined the service and simply paid the balance and been done with the service. Now I am stuck and I do mean stuck in the wellness plan until it expires. Oh i have been given the option of visiting the site and placing the remainder of the balance on my Care Credit or other payment source. The problem here is that I would have never agreed to this contract if Bansfield staff would have been hones about the payment choices. I am not satisfied with how this was handled and will not be using their services in the future. Oh and may I add the letters threatening collection action are equally as distressing.

  

  Business response

  02/25/2022

  We have escalated this concern to the Wellness Plan Relations Team 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

  02/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me. Based on how this situation was previously handled I am not confident that it will be resolved to my satisfaction. 
  
  Sincerely,
  
  Jasharondra ********

• Initial Complaint

  02/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3,2022 I took my Furbaby Bella to Banfield Pet Hospital in ************* because she was having problems with her left leg I signed her up on the Optimum Wellness Plan #****-27025324 she was examined and given inflammatory meds well that week she couldn't walk at all so we took her back on Saturday February 12th to have her leg x-rayed after the x-ray we found out she had a lot of damage to her knees, legs and spine so we made the decision to let her go because she was in so much pain after the euthanization I was given card with the number to call and cancel the wellness plan when I called I was told that I couldn't cancel and I would have to pay the remainder of the contact ***** a month until January 2023. I had no idea that Bella was as sick as she was and for them to try to make me continue to pay for a program that I am not going to use is adding more grief and pain. They should be required to have exceptions for situations like mine. I want this contract canceled. You have to be really heartless to try to make a person continue to pay for a Furbaby that is no longer alive!

  

  Business response

  02/25/2022

  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.

• Initial Complaint

  02/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Banfield Pet Hospital has reported items on my Credit Report that do not belong to me. I originally worked with them in September 2020 to have the items removed. I discovered the issue while going through the home purchasing process. The issue was resolved and I was able to purchase my home.I recently received a copy of my credit report and the two items are being reported on my Credit Report again. I have contacted Banfield Pet Hospital and the ***************** multiple times with request for them to remove the items. They refused to correct the issue even after acknowledging that my personal information is not on the account. I have not opened any accounts with them ever.

  

  Business response

  02/25/2022

  We have escalated this concern to ************************* Team and asked that they follow up with you within 3-5 business days to discuss your concerns.

  Customer response

  03/03/2022

   
  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,
  
  *************************************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In the start of November 2021, I went into banfield to cancel my pets insurance because I had already gotten them new insurance. They instructed me that the only way to cancel would be through a **** number, they provided the number and I made the call to cancel both pets named Kobe and Lucky. Just recently I noticed I was still being charged for Kobe his monthly dues. I called the same **** number to see why I was still getting charged and they transferred us to a live representative. This person stated that we can do a "non renewal" through the automated line but to cancel we had to call their department. I then asked what the difference between a non renewal and cancellation is and they just hung up the phone.

  

  Business response

  02/25/2022

  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 ***. 
  
  Banfield was not contacted until 2/17 for cancellation. We were unable to discuss the cancellation with the caller at that time as they were not the owner of, or authorized contact on the account.
  
  Cashs plan most recently renewed, per the terms of the agreement, on March 2, 2021,and ***** on November 16, 2021. Cash received services and discounts in the amount of $685.25, and as of 2/5/22 monthly payment the 12-month obligation for Cashs OQP had been met. The *** for Cash has been cancelled as of the date of this response.
  
  Kobe has not received any services or discounts from the current ***, as such there is no cost to cancel the ***, which was done as of the date of this response.Furthermore, as no services were used the 3 monthly payments ($54.95 each) have been refunded to the account on file.

  Customer response

  02/25/2022

   
  Complaint: 16781979
  
  I am rejecting this response because:

   

  The cancellation for Kobe and Lucky were done at the same exact time, on 2/17/22 the person who called was my father *******************, who is an authorized person on the account for Kobe and Lucky.  When he spoke to the person on the call he was told that he did a "non renewal" request and not a cancellation.  When he asked what the difference was he was hung up on.  This is not the type of service anyone should expect.  As all the calls are recorded I am sure you can listen on the call where the person did verify that the request was a "non renewal".  

   

  In addition the information regarding Cash is also false, as he has not had any visits to banfield recently and his coverage was cancelled prior to sending in the compliant.  A simple copy of the recording where the representative refused to explain the difference between the two "non renewal" and cancellation and an explanation why a "non renewal" does not cancel a policy.  Also why are you stating that Cash's policy has renewed already when I have confirmation that it has not. 

   

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

  

  Business response

  03/02/2022

  As previously stated, as Mr. ******************* is not the account holder he cannot make financial decision or terminate/alter the ****, Idrees must be the one to authorize those. 

  While the call was dropped the representative did not "hang up" on ************ on 2/17. The plans were set to not renew on 2/17/22.

  Cashs plan renewed, per the terms of the agreement, on March 2, 2021 and he received services on 8/24/21 in the amount of $685.25, and as of 2/5/22 the 12-month obligation for Cashs OQP had been met. The *** for Cash has been cancelled.
  
  Kobe has not received any services or discounts from the current ***, as such there is no cost to cancel the ***, which was done as of the date of this response. Furthermore, as no services were used the 3 monthly payments ($54.95 each) have been refunded to the account on file.

  Customer response

  03/04/2022

   
  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,
  
  *********************

• Initial Complaint

  02/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/16/2022 I was alerted by MyIDCare, an identity monitoring service, that an account had been created in my name. On 2/17/2022 I contacted MyIDCare and learned the account was created by a collection agency named IC System who was collecting for Banfield Pet Hospital. MyIDCare, as subsidiary of Experian, transferred me to Experian where I learned additional information and I filed a dispute with them. With the information from Experian, I contacted banfield to learn more. Experian gave me the Banfield Account, Date of Service, Cost of Service, and Pet Name. With this information I could positively confirm that I was not the person to that received service at Banfield. I called Banfield an I learned that aside from my name, none of the information in the account matched me. The pet name was not my pet, the phone number on the account was not mine, the address was not mine. The only thin matching me was the first and last name of the person who had there pet treated. Based on this, it is clear that this is not a case of fraud, it's simply that Banfield didn't bother trying to find the actual person who owes them money, they just linked the account to me because I happened to have the same first and last name. I told Banfield that they need to contact the collection agency to remove me from the collection account, but they refused to do it. They told me I had to file a police report and send it to the collection agency. If it were an actual case of fraud I would understand, but it is clearly and obviously a mistake by Banfield. This is unacceptable business practice.

  

  Business response

  02/25/2022

  We have escalated this concern to our **************** Team and have asked that they follow up with you directly within 3-5 business days.

  Customer response

  02/25/2022

   
  Complaint: 16779457
  
  I am rejecting this response because:  ***** (ID: ******** Supervisor for **************** Team contact me by phone and was completely uncooperative.  She said I would have pursue the matter with the collection agency and said that she would NOT put me in contact with her superior.  I informed her that the collection agency required me to file a police report in order to pursue the matter with them.   I also informed here that if I were to file a police report I would have to say that Banfield was committing fraud because they know I am NOT the person who owes them money.  Furthermore, ******* refusal to put me in contact with a superior indicates that it is Banfield's policy to orchestrate such fraud.  ***** was clearly following established policy, and that policy is to block cases such as mine from being reviewed by senior personnel who do have the authority to intervene.  As such Banfield has implemented a corporate system designed to orchestrate fraud.

  My desired resolution is now the following:

  Banfield will contact the collection agency and inform them that I am not the person who owes them money.

  Banfield will ensure that the collection agency drops the case against me.

  Banfield will contact Experian, Transunion, and any other credit reporting company that *** have changed my rating as a result of this matter and inform them of what has happened and ensure my credit rating is corrected.

  Banfield will conduct a review of their policy on how people are referred collection agencies and make corrections to their policies.
  

  Banfield will conduct a review of their policy on handling complaints when they are refereed people to the collection agency and make corrections to their policies.

  Banfield will send me a letter or an email from an executive with appropriate authority detailing how the above items have been carried out.

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

  

  Business response

  03/02/2022

  As ********************** DOB was confirmed by I.C. System to be the same as the *************************** in collections, and ****************** continues to deny that he was the one to incur this debt we have advised him to pursue ID Theft dispute with I.C. Systems, as they hold the account. We have advised him to purse a police report for the alleged ID Theft. We will of course provide police with any documentation needed/requested, however as ****************** claims not to be the client that presented the pet we cannot release that documentation to him directly.

   

  Customer response

  03/04/2022

   
  Complaint: 16779457
  
  I am rejecting this response because Banfield has not addressed any of my requested resolutions.  I have filed a Police Report and informed the ***************** that Banfield is responsible for falsely claiming that I owe them money.  Furthermore, I explained that I made multiple attempts to resolve the issue with Banfield and that Banfiled should be the party that is held responsible.

  I also informed the ***************** that though Banfield insists that I am responsible for paying the claims, they have said they will not provide additional information to me because I say I'm not the person who incurred the charges.  The fact that they are taking action that indicates I am not the person who owes them money while simultaneously taking action to collect the money from me clearly shows that they know they have made an error and are refusing to address that error themselves; that makes them the responsible party, not me or the collection agency. 
  

  My desired resolution from Banfield remains the same.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/15/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  My dog had passed away on2/13/22 and when I called to cancel the wellness plan they wouldnt cancel it until I paid the ******. This is a horrible place to deal with when it comes to your pets. When I signed up for the wellness plan they didnt make me aware if my dog was to pass away on the plan I would still have to pay for this.I will never deal with that place ever and will makew sure to tell others not to take their fur babies there.

  

  Business response

  02/25/2022

  We are deeply saddened to learn of Ms.********** loss. Our thoughts go out to her and her family during this difficult time.
  
  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 ***.
  
  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 ***. 
  
  Chloe was enrolled on an *** on August 4, 2021. She received services and discounts from the *** in an amount of $1149.37. As of Ms. ********** communication with us on 2/15/22, she had paid $309.05 (7 monthly payments of $44.15) towards those services. The balance owed on the *** at that time was $220.75, the remaining 5 monthly payments. ********************** opted to payoff the balance with a single payment of $220.75 on 2/15 and the plan was cancelled.

• Initial Complaint

  02/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I took my dog Buttons to Banfield Pet Hospital at Center Point in ****************, ** on January 29th my dog could not breath, her breath was shallow, she was not eating or going to the bathroom. We saw ************ who prescribed anitibiotics and heart medication said she had water around her heart and an infection in her lungs. That visit cost $649.41. There was no improvement in her condition we felt she was getting worse I took her back to Banfield on February 8th. Never was it mentioned that my dog was in heart failure. We were asked to put Buttons on a Optimun Wellness Plan even after I offered to pay for the visit myself. Had we known she was dying we never would of gotten the plan I felt pressured to get it. *********** again prescribed over $100.00 worth of medication that my dog could not even swollow. She then charged me ****** I called the hospital spoke to a vet nurse who told me my dog was in heart failure I responded we were never told that and I did not know what to do at this point. On Friday February 11 I called Banfield and told them my dog was dying I needed to bring her in to be euthanized. Which we did it cost me $129.76 I was scammed by ************ for not letting my husband and I upfront that my dog was dying there was no need for the medication, frequent visits or Optimum Wellness Plan. I called Banfield ************ pacific time on Friday as I understand I had 3 days in which to cancel the plan. I called at 4:30 their time and they did not answer the phone. Today ****** from Banfield told me that they stopped taking phone called in the que because there were too many. Banfield is also closed on the weekends.Banfield wants $186.88 to cancel the plan I don't feel that I should have to pay when ************ knew my dog was dying. So far I have paid $1092.77 for unnecessary visits, medication and a plan that was not needed. I am asking Banfield to cancel the plan with no further payment from me.

  

  Business response

  02/15/2022

  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

  02/16/2022

   
  Complaint: 16765943
  
  I am rejecting this response because: My policy should be cancelled with no more payments for me to pay you.  I feel I should even be given a refund but would settle for the cancellation of the plan, as I was scammed into purchasing a Senior Optimum Wellness Plan and WAS NEVER TOLD MY DOG WAS DYING.  She was in heart failure could not breath, eat or p*** yet a plan and more medicine was prescribed.  My dog was made to suffer when it was unnecessary.

  As a result my dog had to be euthinized within days of the last visit and plan purchased at a time when we were vulnerable and taken advantage of.

  I received a phone message that Banfield was looking into my claim however nothing more.

   

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

  

  Business response

  02/25/2022

  On 2/15, **************** was contacted and a message was left indicating that the team was looking into her concerns. Another message was led on 2/17 by the Practice Manager. He indicated on that message that after reviewing the concerns and the case he had cancelled the *** at no cost to ****************, refunding her the costs associated for the euthanasia of Buttons. He also provided his contact information and availability for continued discussions. He has not heard from **************** at the time of this response.

  Customer response

  03/02/2022

   
  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,
  
  *******************************

• Initial Complaint

  02/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm filing a complaint against Banfield because I held 2 preventative care plans for my pets AJ and Le'Paris. I had some hardships; as I had to abruptly move because my apartment was deemed uninhabitable. I planned to move out of state in February 2022 (now) but due to a series of events with my apartment I moved in Summer 2021.This is not Banfield's fault. What is how they addressed the hardship or more accurately refused to address it. They sent my account to collections and wouldn't provide a breakdown of charges or balance due for me to reconcile. They also wouldn't reduce the balance or fees or provide any plans to bring my account current.I am especially frustrated because as I recall earlier in the plan my plan was upgraded for a pet because in store representatives insisted that unnecessary diagnostics needed to be done for my pet. Once I called to complain, I wasn't offered much of an option to undo the upsell.Since Banfield was unwilling to help on numerous occasions; I picked up plans with another carrier and have gone to Banfield for appointments and paid out of pocket. On numerous occasions; I have called out Banfield for cramming fees and other charges in the ****. In the final debacle Banfield charged me for diagnostics (which I got reimbursement from my insurance company) but was reluctant to write required prescriptions or even provide diagnostic information. They wanted me to come back and pay them for treatment; so they withheld that information. It took several calls to get this information.Banfield seems like a cash grab and the fact that I have 2 accounts in collections for such a small amount which seems like they could be settled is just pathetic.

  

  Business response

  02/15/2022

  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 ***.
  
  While Banfield does offer assistance for clients experiencing financial hardships (waiver and/or rescheduling of payments), ************** exhausted those options in early 2020.
  
  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 AJ received services and discounts from the *** in the amount of $1455.42. ************** paid $359.10 (6 monthly payment of $59.85). Banfield waived 4 payments of $59.85, $239.40. There was a balance owed on services used, and the lesser amount would have been the remaining payments (2 at $59.85). LeParis received services and discounts from the *** in the amount of $462.05. ************* paid $101.13 (2 monthly payments of $30.95 and 1 monthly payment of $39.23).There was a balance owed on services used, and the lesser amount would have been the remaining 9 payments, totaling $353.07. ************** was provided with this breakdown in June 2020 and again in February 2021. He was offered a breakdown of these costs and payments, which he declined.
  
  Despite multiple communication attempts from Banfield representatives, ************** stopped making his monthly payments. 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.
  
  ************* stopped making payments after his September withdrawal. The plans were cancelled,per the terms of the agreements, and the balances sent to collections in late February 2021.
  
  These are valid debts. No further waiver of fees will be offered in this matter.

  Customer response

  02/25/2022

  My rebuttal is:

   

  The business has not contacted me and has not offered me a statement of what is due. I actually am refusing to pay the balance in full because I do believe some of these charges were billed without consent as I have previously reported to Banfield.

   

  The business has made no reasonable attempts to resolve matters with me as I have stated Im willing to settle the balances. But I am not in agreement to pay in full because of the incidents leading up to me parting ways with Banfield. 

  Kind Regards, *******************

  Sent from my ******* iPhone

  

  Business response

  03/02/2022

  These are valid debts. No further waiver of fees will be offered in this matter.

   

  We have attached the agreements that outline the collections process for unpaid OWPs.

  Customer response

  03/10/2022

   
  Complaint: 16761549
  
  I am rejecting this response because:

  I have not been contacted and still do not have final bills from Banfield

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

  

  Business response

  03/15/2022

  Banfield representatives have responded to this matter with ************** and through the BBB. We have provided copies of the signed agreement to ************** and through the BBB.

   

  Again, these are valid debts for the unpaid balances on the *** packages.

  Customer response

  03/17/2022

   
  Complaint: 16761549
  
  I am rejecting this response because:

  Banfield has refused to contact me via phone to discuss the services billed vs what was actually received/requested. While I certainly want to avoid using terms like negligence and fraud; the fact that Banfield is refusing to take a professional approach and demonstrate any due diligence is leading me to believe these are valid claims. I just called and spoke with 2 different Stephenie's the last one offered to settle at 80%. I am agreeing to settle at 50% because even after the plans were cancelled; I had an in store experience where I took my dog in for something as simple as an ear infection, I paid out of pocket and was told I'd receive a prescription before I paid. The office refused to write one after I paid and only agreed to ordered the medication with Banfield. Obviously, I would not have taken my dog in knowing she had an ear infection if I was aware the office was just going to confirm it and not assist.

   

  This is just one of the many examples that I believe corporate has no visibility of and is responding to without trying to reach a resolution.

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

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