06/19/12 Be careful of what pet health plan you choose

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June 19th 2012 7:57 pm
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I want to warn you about signing on for the Banfield Wellness Plan. As you know we have had a love/hate relationship with them for approximately 6 years. Recently I attempted to cancel both Coco Rose’s and Puff’s plans because there isn’t a Banfield close to where we are moving to in New Mexico. Below is the response I received from them when I requested that they cancel the plans.

Dear Marilynn,

Thank you for contacting us about your Wellness Plans for Puff and Coco Rose. Whenever we cancel any Wellness Plan before the current plan year is up, there are two options to choose from based off services used. We will always choose the option which is the least amount to cancel for each client. Clients are able to pay for the services used, or the Wellness Plan, whichever is cheapest. When we go to cancel the Wellness Plan for Puff and Coco Rose, it shows:

Cost to cancel for - Puff
Services Used= $205.29
Remaining Wellness Plan Payments = $199.75

Cost to cancel for – Coco Rose
Services Used= $295.63
Remaining Wellness Plan Payments = $199.75

Your Wellness Plans have been set to not renew and will end on the anniversary date of November 21st 2012. Because the price of services are more than the full Wellness Plan Price, if you would like to cancel prior to the above listed anniversary date your remaining balance of $199.75 for the remaining Wellness Plan Payments will be due in full.

If you have any questions, please contact us at 1-866-894-7927.

Sincerely,
Wellness Plan Relations
Banfield Pet Hospital

What they are telling me is that I have to pay them $399.50 to cancel the plan even though they are informed that I will not be able to use it. WHAT A RIP OFF! Why would I pay for a service that I can’t use and even more surprising why would they insist that I have to pay when they are told that there isn't a Banfield close to where we will be living?

Right now as I type this I have been on the phone for over 44 minutes “on hold” with terrible music blasting from the receiver as I wait for a live person to answer the stupid phone. I’m frustrated, getting very mad and afraid I’m not going to be very pleasant if someone finally does answer the phone.

I’ve finally hung up the phone without anyone picking up the call and will attempt to contact them tomorrow. Wish me luck.

Marilynn – Coco and Puff very upset mom

Barked by: Hershey (Dogster Member)

June 19th 2012 at 8:49 pm

Good luck, Marilyn! We use Banfield as a back-up vet (because they're open on Sundays), but we never subscribed to the plan. If their cancellation policy is in the contract you signed, don't expect much. It looks like, if you cancel early, you pay the real price instead of the discounted price for services already received. Or, you can just pay out the contract, which is cheaper. There are almost always penalties for early opt-outs. But hopefully you can negotiate for a little less.
~Mommy Marty

Barked by: Louie (Dogster Member)

June 19th 2012 at 9:18 pm

Oh my dogness! That is terrible. I bet once you get a real person on the phone you will be able to fix the situation. Especially if your momma gets mad at them! BOL!

Barked by: ❀ Whitley ❀ (Dogster Member)

June 20th 2012 at 1:00 am

Grrr, that is frustrating!

Barked by: Ebony Ursula (Dogster Member)

June 20th 2012 at 1:11 am

What a rip-off!!!!!!!!!!!!!!!!!!!!!!

Barked by: Petey (Dogster Member)

June 20th 2012 at 3:26 am

ugh...all insurance companies suck, for humans and animals. I sure hope that you can get this resolved and not have to pay out the nose for something you can't use!!!

Barked by: Abbie (Dogster Member)

June 21st 2012 at 12:17 pm

Glad we never got that insurance.

Barked by: Monty (Dogster Member)

June 21st 2012 at 7:35 pm

Monty and Missy's Mommy here. I have to say when I worked at Petsmart they offered us a discount for the Wellness plan and even then I wouldn't take. I have had so many customers complain about Banfield's Wellness plan, it's crazy. It's crazy because, some of the Banfield vets aren't choosen by Petsmart but, bought the clinic individually so they don't have to follow the standard Wellness plans.

I hope you do finally get to talk to someone and get it all figured out.

Barked by: Banfield Pet Hospital

June 27th 2012 at 1:05 pm

Hi, Marilyn –

I hear your frustration regarding the cancellation of your plan with us since you will no longer be able to use it once you move to your new residence in New Mexico.

I’m truly sorry that the plan did not meet your expectations. Your satisfaction is of the utmost importance to us – could you please call our Client Advocate Team at 877-500-2288, a toll-free number, to talk with us directly about what happened? Thank you for taking the time to reach out and let us know.

Sincerely,
Lisa
Banfield Online Community Manager