ComplaintsforFirst Coast No More Homeless Pets

• Initial Complaint

  01/23/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Problem is EXTREMELY hard to communicate with FCNMHP and its Veterinary.  I ordered Heartguardplus through *********** but needed a Vet endorsement. After a few phone calls back and forth between FCNMHP and ******* I finally got approval for a 1 year supply of Heartguard plus on 10 November 2021, of course expires November 2022.  RX no. ********, Vet name: *** **** ******* of FCNMHP.  I gave ***** his last chewable monthly prevention at the end of December 2022.  I  ordered refill on 4 January 2023.  ******* emailed me saying that FCNMHP has no records of continuous monthly heartworm prevention used for *****.    After talking with a FCNMHP representative on phone explaining my problem on 19 January 2023, she again repeated they have no proof of heartguard monthly use for *****.   Finally I made an appointment for next day at 9:00 for heartworm test.  When I got there with *****, I explained the whole situation and took the heartguard box (information above) and the office clerk said not in our system (FCNMHP computer system), she didn't care heartguard box with *****'s name and info on it, wouldn't take it to the Veterinarian for verification, nothing.  So I paid $41 for a new heartworm (even though I have an appointment on 9 March 2023 for ***** and Hachi).  Then I went home and ordered heartguard again.   Got rejected again due to ***** gained weight from last visit till now, 26 to 31 pounds (got my 1st and only text ever from FCNMHP stating this).  So I ordered again (5 times now) on 20 January.   Still no approval sent to *******.  With FCNMHP,  if there a problem like this , me the pet owner will never get by the office worker to explain the problem to the Vet and get exact answers instead of an office worker's not caring. *********** can't get a call through either, ******* say they get rejections sometimes through their portal but mostly no responses at all. CEO ******** ****** doesn't answer emails. Please help me. I'm just a pet LOVER.

  Business response

  02/07/2023

  From: * ***** ******* <*******************>
  Sent: Monday, February 6, 2023 2:21 PM
  To: Info <*****************>
  Cc: ******** ****** <******************>
  Subject: ID ********

   

  *****

   

  Good afternoon.  This is the response to complaint ID ********:

   

  30 January 2023

  BBB Complaint ID ********

  FCNMHP response to complaint on January 23, 2023

   

  Our client placed an order through an online pharmacy, ***********.  Initially the order was denied due to no records of the patient receiving monthly medication which is required by our organization in order to fulfill certain refill requests.  Our prescription policy was adhered to and the client was provided information on what needed to be corrected.  There were seven calls between the client and our call center during the month of January.  Two of these calls lasted approximately 45 minutes each.  FCNMHP can provide proof of the incoming and outgoing phone calls where our customer service team attempted to assist the client and gave instruction on what was needed to approve a prescription request.  The client sent an email to the CEO on Saturday, January 21^st and again on Monday January 23^rd at 9:45 am. The CEO responded to these emails on Monday, January 23^rd at 10:29 am, and noted that his prescription request was received and approved following the client placing the correct prescription request.  The client also received communication from the customer service manager earlier that morning stating the same.  Our organization is happy to further assist the client as mentioned in the follow up email sent by the CEO.      

   

   

   

  If you need additional information, please don’t hesitate to reach out to me.

  *****

   

  

  ***** Searles
  Administrative Assistant

  ***** ******* ***********

  **************
  

  Customer response

  02/07/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:  here is proof of monthly usage for a one year supply with doctor's name.  Front office seen this but everybody refuses to believe it.  Only thing that was true in their statement was the phone calls.  FCNMHP keeps very, very poor records.  No one likes calling them because they rarely answer the phone.  Just call **** ******.   **** ****** has to verify dogs health record for dogs to stay there.  **** ****** said they usually call a vets office to verify but even they said FCNMHP never answers phone to verify pets shot record.  I had to bring in paper proof.   BBB you try to call them and all you'll get is leave a message and maybe they'll call.  I HAVE 100% PROOF OF EVERYTHING I HAVE SAID AND WILL SHOW TO ANY COMPETENT PERSON.  See attachment for proof.   This heartworm med was issued for a one year supply which I started in December 2021 after about 6 months of heartworm treatment from FCNMHP.   So, whose lying here, me, Petmeds, FCNMHP heartworm treatment from FCNMHP.   FCNMHP keeps very poor records except for number of phone calls.  There was WAY more phone calls then 7.  I have proof of my complaint,   FCNMHP has no proof to solve problem. 

  Regards,

  ******* ******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩