Veterinary service honors plan cancellation request

Veterinary service honors plan cancellation request

Member complaint

I hired Banfield Pet Hospital of Mantua, New Jersey, to treat my three pets for basic exams, shots and blood work. We’ve gone twice, and I’ve waited almost 30 minutes for each appointment.

They took my pets out of the room for basic exams, which I’ve never experienced before. It made their visit even more stressful. The vet tech was rude and dismissive and told me that one of my cats needed sedation for the exam. This cat hasn’t had a problem with previous visits.

My pets hate going, but when I called to cancel my insurance plan, they said I’d have to pay $725 to cancel early, in addition to the $75 per month I’ve been paying for the plan.

I want to cancel my pet insurance plan with no fees.

Michelle Basham, Bear, Delaware

Provider response

Thank you for allowing Banfield Pet Hospital to provide a response to the complaint regarding the care the member’s pets received and her wellness plans.

We apologize for her experience with the wait times and the client service she received. We understand her concerns that her pets don’t seem comfortable at our hospital location. We released her from her plans and financial obligations so that she may locate a facility that is a better fit for her and her pets.

Victoria Pauley, client advocate specialist

Status

Resolved

Have a complaint?

Our Angie’s List complaint resolution team attempts to resolve disputes between members and service providers. During this process, three outcomes can happen: Penalty Box, Resolved or Stalemate. Companies that don’t respond to a member’s complaint will be placed in the Penalty Box until they respond. A case becomes Resolved if a company addresses the complaint to the member’s satisfaction, or it becomes a Stalemate if the provider responds, but the company and the member can’t reach an agreement. Find out more about the Complaint Resolution Process.


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