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Complaint Details
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Initial Complaint
07/14/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had never signed up for the services that Banfield claims that I did. Even after receiving a bill for services that I never used I requested to cancel the services which I was told would be canceled.but in fact were not and they continued to bill me for more services that I again never used.
Business response
07/15/2024
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 PetChat 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 ***.
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.
In this case, **************** enrolled her pet, ******, on an *** on May 12, 2023.Services and discounts were received from the *** in the amount of $558.25 and **************** made one monthly payment on the *** package. Multiple attempts to reach **************** were made in order to alert her to the unpaid status of her account through the opted in method of email (emails sent on 6/20, 7/10, 8/27 and 9/16). As no communications were received and no further payments were made, the *** was cancelled to collections on March 36, 2024, per the terms of the agreement.Initial Complaint
07/11/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 10 July 2024, I took my two labs to Banfield Pet Hospital in ********** to obtain health certificates required for my familys move to *******, *****. At no point was I provided a written estimate, but the exam was extremely simple, and took less than 30 minutes for both of my dogs. During checkout, I was informed of a professional service fee of $243.30 per dog. This, in addition to $84.95 for a visit fee, $157.16 for an international health certificate fee, and $38.00 for a USDA service fee, amounted to $1028.82 before the military discount for two health certificates. I feel this is predatory and deceptive business practice, as well as gouging of prices to take advantage of people who need to travel with pets, and are in a position where time is crucial to scheduling a 10-day health certificate. Banfield Pet hospital should have provided me with a breakdown of cost before charging me such an excessive amount after services have already been provided.Business response
07/12/2024
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
07/09/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I took my 6 month old puppy into Banfield Pet Hospital to get neutered and microchipped on 6/8/24 and on the intake paper work it specifically stated he was not to receive any of his booster vaccines before surgery (it was also in his chart that we only approved of a few of the puppy vaccines and were declining some that he was never supposed to get) when I went to pick him up the vet said they accidentally gave him ALL THE VACCINES!!! There is no way to undo the damage done by vaccinating him and against my wishes to boot! To make matters worse I pay for their puppy plan, yet now I need to find a competent vet service to take him to, since I find their treatment inhumanewho gives puppys all these vaccines right before a serious surgery especially against our wishes that were clearly stated and written! But waitthats not the only thing that went wrong!!! I bought him from a breeder and they said they scan them before microchipping to make sure they dont already have one implanted. Well they microchipped him and when they went to scan him to make sure it was reading they discovered he now had TWO microchips!!! The carelessness and Malpractice that occurred in one day with my puppy is mind blowing and truly unacceptableand the damage cannot be undone :(Business response
07/12/2024
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
07/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
So my love passed on 6/14/2024 and I have notified Banfield. It is egregious for them to tell me that I signed a yearly contract and keeps billing me even after I replaced my debit cardBusiness response
07/12/2024
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. Unfortunately, the client information provided does not link directly to an account. Can you please provide the client name, pet name and phone number on the account so that we can look into the details?Initial Complaint
07/05/2024
- Complaint Type:
- Order Issues
- Status:
- Answered
1st pet ended up dying in June 2022 and I was told if I canceled it I would just have to pay for services she had instead on the entire contract were around $300 now they are saying i owe ,$690.They also was suppose to change her wellness plan back to the basic cheaper plan since she wasn't able to get fixed due to health reasons and the didn't making the plan they sent to collections even more higher and she was only seen 3 times. Second pet I was with them 2 years combined, I canceled because out of almost a whole year during the second year I could NEVER get an appointment schedule for my dog when needed, making me have to take him to other vets spending more money to get him checked for whatever reason. For the second year he was only seen once but I was still getting charged monthly for services I could not useBusiness response
07/12/2024
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 PetChat 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 ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
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 for Scrap and Diamond were both cancelled for unpaid balances; Scrap in October 2023 and Diamond in October 2022.
The accounts remain in collections for the unpaid *** payments, totaling $1287 between the two ***s. These are valid debts as services were received on the ***s.Initial Complaint
07/03/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Company stealing money for services we have tried to cancel Misrepresentation of savings provided by plan Company refuses to stop payment on account after being contacted by bankBusiness response
07/12/2024
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 PetChat 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 ***.
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 the *** in the amount of $1234.66 and a total of $137.90 has been paid into the *** through monthly payments. The remaining balance owed is $689.50, the remaining paymentsInitial Complaint
07/03/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They were unclear and lied about their pet care plan and after my dog died kept charging me. I attempted to talk to manager and they never were available when I called and did not call me back to discuss. They said I would get free office visits and discounts with their plan but I had to pay for all of it after my dog died because I did not have the plan for the whole year. I changed my debit card due to fraud and never gave them my new card yet they kept auto charging my account each month and would not stop totalling hundreds of dollars. I would like my money back.Business response
07/12/2024
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 PetChat 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 ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
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 ***.
When ******************** called on June 19th the *** was cancelled, and she paid the final remaining balance owed of $25.83.Initial Complaint
07/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In Oct 2023. I took my dog(*****) to Banfield Hospital I was told prior to visit that she cant be seen for her teeth to be cleaned bcuz they didnt have a one to clean her teeth. I then called again to schedule her teeth to be cleaned again I was told she cant bcuz they dont have anyone to clean her teeth. I had paid for a wellness plan for 4 years and this service is included in this plan. they werent able to complete so I decide to cancel the service on Oct which brings me back to her last appointment prior to me canceling the service. I told the sign in clerk I wanted to cancel Roxies wellness plan bcuz the plan that I have paid for isnt being complete in its entirety. She said ok the plan ends on Oct . However I was charged entire year for the plan when my dog was seen again there until Jun 2024 which was a visit not in wellness plan but I was told I had a collection from Oct 23- Mar 2024 . I was told I had to pay $799 when I called the corporate to dispute charges they say we can drop it to $200 I say to them I dont owe anything why are u tryptophan charge me $200 when you havent serviced my dog for anything since Oct 2023 . They said take it or leave it they refused to discuss it any further and refused to let me speak to the supervisorBusiness response
07/11/2024
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 PetChat 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 ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
The *** for ***** renewed most recently on October 28, 2023, for a new 12-month period. Services and discounts were provided on this new *** plan on that day, however none of the monthly payments were made on the new *** plan despite multiple communication attempts.
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.
This is what occurred on March 6, 2024, as no *** payments had been received from the date of renewal, October 28, 2023. As only a few services were provided from the *** the representatives have offered a reduction in the account balance, however this offer was declined by ****************.Customer response
07/18/2024
Complaint: 21928372
I am rejecting this response because: They didnt received payment because I canceled the contract on the date the contract expired I didnt renew the contract but they continued to bill me stating that the contract wasnt canceled. Im not paying for services my dog never received when I contacted them about this balanced they said we can drop down the balance but I stated my dog wasnt seen at all during that year. Because I canceled then they stated just give us $200 and we will be satisfied. I stated again my dog was not seen Im not paying for something when I canceled contract. Then they stated you didnt call into corporate to cancel contract so there for you owe us the entire balance. They refused to answer my phone call and wouldnt let me talk to supervisor . They sent me to collection agency. Please dont use this company they try to hold to a contract that you may have signed and say you didnt cancel contract when I did.Sincerely,
***************************Initial Complaint
07/01/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
From March 2, 2023 to March 2, 2024 I paid for the Optimum Wellness plan for my pet. This was roughly $900 and had hoped that an email or something would be sent to give me a choice to auto renew but nothing was ever sent. Instead I checked myBanfield account and someone just auto renewed the account automatically on March 2, 2024 to March 2, 2025. I did not auto renew and was waiting for some communication. On June 29, 2024, I was able to turn off auto renew by figuring it out myself and it is in the smallest of print. It is also not in the most obvious of places. No one in the store tells you about auto renewing or that you can turn off auto renew. I used the chat feature for Banfield and was told that I still have to pay $469.21 for the rest of the year and thencontact Banfield again after December 19, 2024 and pay $8.11 to finish the contract. Sometime after turning off auto renew, I then receive an email that "We hate to see you go and that I could auto renew my plan at any time." How ironic to receive this email when I turn the feature off, but no email to let me know when it was time to renew.I have only visited Banfield once this year (2024) and still had to pay out of pocket for medications and more ear drops. A total of about $100 on top of the now ***** that I now have to pay monthly. Yes, the plan has also gone up from $75(2023) to $*****(2024). Again, I just thought to use the plan for just one year as it was advertised as something to save me money on vet visits, but it is actually costing more money than what I can afford. To auto renew an account with no communication is unethical.At this point, I am looking to cancel as I cannot afford this plan. I should have had some communication before March 2, 2024 to present me with a choice to auto renew.Business response
07/11/2024
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 PetChat 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 ***. Because pets need ongoing preventive care, wellness plans automatically renew at the end of each 12-month period (unless paid in full at enrollment).
Reminders for *** renewals are provided to clients approximately 45 days prior to the renewal date, as a curtesy, through the opted in method (SMS or email).
Our records indicate that ****************** cancelled the *** on July 1st. There are no remaining payments or monies owed on the ***.Customer response
07/12/2024
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. However, there was no email sent to me 45 days before to give me the option of renewing the contract. I recently paid to get out of the contract and will not use Banfield OWP again. I only used Banfield one time this year and had to pay over $400 to cancel the plan. This is ridiculous!
Sincerely,
J AsberInitial Complaint
06/28/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On May 31st 2024 My dog was required by Banfield to receive an updated exam in order to get her prescription refilled for her heart failure called Enalapril. I obliged and brought my dog to their hospital and paid their fee for her exam. I called to request her medication to which my request was denied. I called again and pleaded to receive her medication as I paid for an exam and took all of the steps they required to continue receiving her heart medication. I spoke with ****** who told me only the vet can handle the issue but shes too busy my dog has 2 pills left and I cannot get the hospital (Banfield) to confirm if they will even approve my dog to receive the medication that they prescribed her. I feel as though I was scammed out of my money to pay for an exam and not receive the prescription they say my dog needs in order to live.Business response
07/12/2024
The requested prescription was provided on June 19th.
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