None — Banfield Pet Hospital response to Todd Ulrich Action 9 story
Q: Are Wellness Plans Insurance?
No. Unlike insurance, where pet owners pay for coverage they may never use, Banfield Wellness Plans are designed to include the necessary preventive care services all pets should receive and allows a client to spread those payments over the course of a year.
Q: Why does a client need to continue paying on a Wellness Plan if his/her pet dies?
Wellness Plans can be cancelled at any time and for any reason. If an agreement is cancelled before the end of its term, the client is responsible for payment of services the pet has already received but has not yet paid for. Depending on services used, and payments received, a client may owe nothing at the time of cancellation, Banfield may owe the client a refund or the client may owe Banfield for services received.
Q: Why does Banfield have a Better Business Bureau rating of an “F”?
Most medical services are not included in Better Business Bureau rating system, due to confidentiality surrounding client medical records and information. We do have a team that works directly with the Better Business Bureau to resolve any client concerns or complaints. The Better Business Bureau rating is accrued over a three year period, reflective of 780 hospitals, and more than 6 million pets cared for during that three year period. Local hospital ratings differ from a corporate rating. For example, in the Orlando area, our local Oviedo hospital has an A rating.
"At Banfield Pet Hospital we strive to provide high-quality veterinary care for every pet we see and exceptional client service to every pet owner. It saddens us to hear that a client was unhappy; we work very hard to resolve any concerns directly with each client. While we hate to lose a client, Optimum Wellness Plan members are always able to cancel their membership at any time they choose and for any reason—we simply ask the client pay for any care the pet has already received but not yet paid for, which was the case with Mr. Rossie. Once we were made aware of this issue, we were able to work directly with Mr. Rossie to fully address and resolve his concerns. Our thoughts go out to Mr. Rossie for the loss of his cat, Cosmo. We certainly look forward to working with Mr. Rossie again in the future." –Dr. Karen Johnson, vice president and client advocate for Banfield Pet Hospital