ComplaintsforPetIQ, Inc.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 2024-04-20, I took my 7 month old Malanois for his next series of vaccinations at the ********************** store located at ****************************************. I purchased and received the 5-in-1 Vaccine (DA2P + Parvovirus) as well as the ***** Rabies Vaccine. Upon payment and request for verification, I was told I could find my records on the website: ***************************** attempting to located my records using both phone number and email address I received a "No Record Found" response. I then attempted to contact PetIQ using their web portal. After 2 weeks and a second attempt I started calling their 800 number. After 3 tries, each ending at the 20 minute ***** I located and started calling their Corporate phone number. After leaving a few voice mails and another week or so of no response I'm here filing this complaint and will also dispute the charges with my Credit Card.I need proof of vaccination to board my dog, or for training and this company has proven to be absolutely impenetrable, refusing to have any contact with their customers post-service.After filing this complaint I intend to contact the ********************** and let them know the type of vendor they are allowing under their roof. It's not a good reputation for TSC.

  Business response

  05/29/2024

  I am so very sorry that you encountered such delays and trouble reaching us in order to get your records. It seems that there was a spelling error in your email address that has been corrected and you were able to receive your records. The best email address to reach us is *********************** and the best phone number is **************. If you have any further issues, or questions, please don't hesitate to reach out. Thank you!

• Initial Complaint

  03/29/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This vet is scamming people out of their money. I am trying to order heart medicine for my dog and they denied it from chewy, they want me to take him to get a heartworm test, but the vet closed all their clinics so theres nowhere to take him. They closed all their clinics after covid. So how am I supposed to take him to their vet? Im paying them almost $30 a month for nothing and they wont let me cancel this plan. So Im basically paying them for nothing and its not right! They have a moble clinic but they only thing they do with them is shots. *** tried contacted them by phone and email and i never get no response. Its impossible to get anyone on the phone no matter what time you call you stay on hold for hours and no one ever answers and they never respond back to emails. Im tired of paying them money every month for nothing!

  Business response

  04/01/2024

  Being a plan member allows you to spread payment for your pets care over a 12th month period. If the plan is cancelled before 12 months, the full cost for any services already provided must be collected. The difference between your monthly payments and full cost of services received is due upon cancellation. We have reached out to ************ on multiple occasions regarding his request to cancel his smart care plan. Most recently we responded to another one of his emails today, 4/01/2024. We are more than happy to cancel the plan for him, but we ask that he pay for the services that he has already received, per his signed contract. The cost of those services is $55.98. He can reach us at ************** and we would be happy to get this taken care of for him. We have also emailed, or attempted to call him on 3/29/2024, 01/08/2024 and 01/03/2024.

  I have also attached a copy of the contract from the smart care plan as well.

  Thank you.

  Customer response

  04/01/2024

   
  Complaint: 21505467
  
  I am rejecting this response because: I have never once received any phone calls from you and when i try to call i am on hold forever and no one ever answers! I shouldnt have to pay you any more money for a service that I cannot even use. You closed down all the vet buildings and you only do mobile now and the mobile van only does shots! I need him looked at, his nails cut, his **** glands done, his ears checked and his heartworm test but i cant do any of this with the mobile van! So Im basically paying you for nothing! I want my plan canceled without having to pay you any more money for doing nothing! Youre taking advantage of people and this is a scam! If i cant use the services that are on my plan than what am I paying for? 
  
  Sincerely,
  
  *******************

  Business response

  04/16/2024

  **************** pet's wellness plan has been cancelled, he has since been to see one of our clinics, and his pet received the heartworm test required for us to be able to approve a heartworm preventive order from Chewy.com, which was approved on 4/11/2024. This has been resolved. 

  Customer response

  04/17/2024

   
  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In around August 2023 I bought pet armor ear rinse for my cat. After using the rinse, my cat started to show signs of extreme ear discomfort, pain,displease so I took him to vetco veterinarian, *****, ***** **. He was diagnosed as having otitis externa, water in the ear type ear infection.The only liquid like substance was the Pet armor ear rinse that was near my cat . My cat was given mometamax ear solution by the vet. In november 2023 i took him back for a recheck of the ears and it appeared that it was gone. My cat did lose a pound of weight from august to November, After that my cat still isn't feeling well and i also cant afford to continue to take him as this ear rinse did something horrible to him. I sent a claim the company that handles pet armor ear rinse for reimbursement of the Vet bills, I gave them the receipts and vet records that was provided to me from vetco and they said they would send this to their review committee for possible reimbursement. They sent an email saying that they needed additional information from *********** at Vetco and haven't got this information back yet, I asked for a copy of this request for additional information denied as its kept secret, for me send this to Vetco as there is a cutoff date of about12-29-23. They said without this additional information they would not give me reimbursement. I contacted ***** and they said they would not send back the requested information and would not tell me why and what this requested information was also again keeping it shrouded and secret from me. This awkward, borderline unethical/immoral practice is blocking me from obtaining reimbursement from Petiq . I was never told prior about this potential request for information/processes that *** need to be given, I was told to get my pet the care he needed and then submit the bills. I need repayment $270.12 and my cat needs more vet care as a result of this damaging product Pet Iq needs to pay for the future bills.

  Business response

  01/05/2024

  Good Afternoon,

  We are truly sorry that ************************ is unhappy with the review committees decision to deny reimbursement. His pet's treating veterinarian at Vetco was contacted four times to get the necessary information, but we did not receive it. We did let ************************ know on December 15th, that we could appeal his case with the additional information from the treating veterinarian, but needed this information mailed or emailed to our office by December 29th. We did not receive any further information within the time frame given. As it is now January 5th, the review committee made their final decision and have closed his case. 

  Kindest Regards,

  Sashsa 

  PetIQ Veterinary Technical Solutions 

  Customer response

  01/05/2024

   
  Complaint: 21086289
  
  I am rejecting this response because: the out  of the  reimbursement relied at this point  on the vetcos response  which is pit of my control . This is my cat my  vet bills, my reimbursement and how immoral and unethical of the pet iq to use this as a tool for lack of claim payment. There needs to be another way  as its bot a fai practice that pet iq  will not even tell me what specific information was on the request as i could have tried to get it and send to them  somehow by the cutoff date which by the way  when they notified me of this  left not much time for me to even  try to get this info to them .  As they sneakily sent out the additional request for infor without me knowing  and only let me know with a week or so  that the cutoff date was approaching  was an innapropriate  time frame  for anyone to get the records. I could have sent the request to vetco certified maill as well as an attempt to get them to send the paperwork back tonpet iq 

   

  simply  put , pet iq offers no other avenue to reimburseme t but this with un realistic  timeframes and  unethical and immoral business practices . And as a result of their sneaky paperwork requests to vetco causing me to contact vetco  to tryo to fact find and obtain or try to get the info caused vetco to  ot deal woth me or see my cat which in turn i need to ask info ablut his treatment . 
  

  pet iqs horrible business practices influenced and caused this to happen and now i cant even follow up wit the dr or anyone in the office because of pet iqs processes ehich seem to possibly not be legal  as just another way to not directly invilve me in wll aspects of the business reimbursement process. 
  

  i am left feeling helpless but dependant on another business to do or not to do an action . Pet iq is trying to take advantage of my cats health restoration and and my finances as well  ehich now its alos a finance issue in addition to  immoral and ********* procedures and possibly illegal . 
  

   

  i want my reimbursemmt for the teo bet bills incurred as a result . It is apparent that pet iq  and their family of products goverend is damaging more than just my pets ears and health , rather influencing/ inciting  practices that should be  known and or ar known that i cant control alome another person and or business actions and there for  and offered no other way for reimbursement and leaving me with a need for further treatment and as a result of back and forth woth vetco to find out i can take my cat back as he is still not well now    As he was fine before pet armor ear rinse was used for cleaning  .  
  

  this is horrible for a businees to go this way . 

   

  i want my  reimbursement now !!!! 

  
  Sincerely,
  
  *******************************

• Initial Complaint

  11/15/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is not about the actual centers. I have had 2 wellness plans on my fur babies for years now. Over the last year we've had issues with getting in to one. But, we still stayed with this company, for the vet that we did have. Our plans auto renew in August, and was never told that they were having issues, or to take it off auto pay, or anything. So, with that being said. I do not have a center within 100 miles of me. They offered to cancel it, but would force me to pay almost $400.00 to do so. No other wellness plan or company does this by the way. If they close, they refund you for what you lost, and no charges at all! This plan to keep would cause us hardship and not use it or also to keep it and drive over 100 miles every time we need something. This is unreasonable and a definite hardship to myself and my pets. They directly said that there isn't anything within 50 miles of them. This is a breach of contract on their end, to 1. Make me pay anything to cancel, and/or 2. To make me keep this plan and be billed monthly to NOT be able to use it. The contract is impossible to perform and use. The company is unable to provide me with services, therfore, contract should be canceled with no penalty. I have severe anxiety and making the drive to and from the center that far away is not doable for me. Nor is it doable for my pets. Which are ****** I would have to abandon this contract but still pay for it monthly,and should warrant the contract being canceled with no penalties, payments from me, or continuing monthly payments either. Repudiation and frustration alone should warrant full discharge of this contract, as the company is not able to fulfill it, except in an area that's inconsistent with their obligations. This was no fault of mine whatsoever, and the fault is within the company.

  Business response

  11/16/2023

  We apologize for the inconvenience this closure has caused you. The dollar amount required to cancel is to pay for services that were already provided, per the contract terms below. What our SmartCare ****s do is allow a pet parent to spread the cost of services to monthly payments of $27.99, rather than pay for the full amount when services are rendered. In the case of ***** *****, since the plan began in August $331.00 retail value of services were provided, but only $83.97 has been paid toward that balance. In the case of *************, since the plan began in August $349.00 retail value of services were provided, but again only $83.97 has been paid toward that balance. 

  While we understand making payments toward a plan that can no longer be used can be confusing, the payments only go toward the services already provided - not future services that would have been impacted by the closure of the wellness center. 

   

  Cancellation: Either Provider or Member may cancel this Agreement at any time, but there may be monies due upon cancellation. In the event that cancellation of this Agreement results in monies due from Member, such monies shall be paid in full at the time of cancellation. In the event cancellation results in monies due to Member, such monies will be paid by Provider within 6-8 weeks. If Member cancels this Agreement for any reason within 4 business days of initial enrollment, the initial enrollment fee is non-refundable. If Member cancels for any reason after 4 business days including but not limited to, the death or loss of Pet or transfer of ownership, whether before or after Provider has rendered services,Provider shall be *********** receive, retain or recover from Member all monthly installments that have previously been paid or that become due prior to cancellation, including the installment for the month in which the cancellation occurs, regardless of the cancellation request date. In addition, upon cancellation prior to the end of the **** Period, if the total undiscounted retail value of **** services provided exceeds the sum of monthly installments collected for that **** Period, Member shall be obligated to do one of the following:
  
  a) Immediately pay full retail fees for all services provided (with all discounts reversed as if the **** had not been in effect for the **** Period) to the extent such fees exceed the total of monthly payments received by Provider; or
  
  b) Continue making the monthly payments as they become due for each remaining month until the first anniversary of the first day of that **** Period.
  
  In the event Provider chooses to cancel the **** except following Members default, Provider will refund a prorated portion of the initial enrollment fee (for cancellation in the first **** Period only) and waive any monthly payments that shall have otherwise become due under the **** for the month in which cancellation occurs and for all future months in the **** Period, and Provider shall be discharged from any further obligation to provide services under the ****.

  Customer response

  11/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: *********** cannot fulfill the obligations of the contract. Either way it goes, there is no way to do so, without causing me and my pets a hardship. *********** trying to collect for services rendered is a greedy move on their part, as no other company does so, especially when closing down! I am not asking for a refund, I am asking for them to cancel the contracts we have without any fees to be paid by me, for the reason above. If there was a center less than 55 miles, I would not be requesting this. But, at over *************'s absurd, and not to mention, tying my money up for what I need to use it for new plans to get for my dogs. They have no care for the clients or workers as clearly anyone can see. *********** should do the right thing to loyal customers, instead of doing them even more wrong. So, I absolutely reject your response. 
  
  Sincerely,
  
  ****** *** ******

  Business response

  11/16/2023

  We apologize for the inconvenience the closure of the wellness center location is causing. PetIQ is not charging a fee for cancellation. Cancelling the plan, per the plan agreement attached, requires payment to be made in full for services that were already provided to the pet. This payment is not a cancellation fee, nor would it have been applied to future services - only services that were already given, on dates 8/23/2023, 10/18/2023, 10/31/2023 and 11/10/2023. The monthly payments of the plan allow the pet parent to divide the total cost of those services, stated before, among twelve individual payments of $27.99. Should the pet parent choose to cancel the plan prior to the full contract duration, those services which were already provided need to be paid for. The pet parent does have the option to keep the plan to continue to spread those payments out until the end of the current contract period, which is 8/5/2024. The plan will not auto-renew due to the closure of the location.

  Again, PetIQ is not charging a fee. We are giving the pet parent the option to either pay for services already rendered all at the same time to cancel the plan immediately, or to continue making payments through the end of the contract period or until those past received services have been paid in full - whichever comes first. This is in accordance with the contract signed at time of original plan enrollment. 

  Customer response

  11/16/2023

  
  Complaint: ********
  
  I am rejecting this response because: that's not how anyone else does their plans and it's set up the same way. I hope that In the future, you think about being a better company, understanding that when you chose to close your doors, you should be mindful and not do the consumer this way, regardless of the times used by the consumer. So, to force someone to use you over **************************************************************** pay and not use, and create hardships, especially to someone who has health issues and *** dogs, it's pretty greedy and awful as a company. It reflects and says a lot about you. So, no. I do not accept your response and will not. I will continue to disagree with this. 
  
  Sincerely,
  
  ****** *** ******

• Initial Complaint

  08/02/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed my dog up for a smart wellness plan through a wellness clinic local to me. The only wellness clinic within 50 miles. My primary reasoning: unlimited vet visits, **** gland expression, nail trim, ******************, and other annual services my dog has already received within this annual plan. Reference appendix A and screenshot of petiq website list of services. I signed up for a year of services promised in contract (attached) under: General: The Provider shall provide the Member the services listed in Appendix A for the chosen plan identified above (the Plan). The plan lisited was Adult Dog Smartcare 2022 started March 2022 and renewed March 2023. Due to negligence and/or business decision, PetIQ has temporarily closed the only wellness clinic available within ****************************************** contract because there is no license veterinarian under contract as of may/June 2022. (We - those that signed up for plan at that location - also received no notification of this change). I will now be required to visit, and pay, for services promised under the agreement/contract in my area (50 miles of address). "Pop up" clinics are available for limited services. I contacted petIQ twice, 30 min wait each time, and was refused reimbursement to visit local vet to receive promised services they are unable to provide within 50 miles. This includes unlimited vet visits, **** glad expression, nail trim, ear cleaning, administer allergy shot (and difference the shot will cost), urinalysis, and ****************** associated with positive tick born illness found in recent blood work. Due to the company being unable to provide promised services because of negligence within "network" as outlined in their contract addendix A for a temporary period unknown, I'm requesting compensation/reimbursement to get those services "out of network" during the period my local wellness center is closed. I am not refusing to pay as promised, I want there services promised.

  Business response

  08/02/2023

  PetIQ does not take the decision to close our locations, even temporarily, lightly. The pet health industry has been greatly impacted by a shortage of veterinarians, licensed vet technicians, and other support staff recently, and PetIQ has not been immune to this. That said, it is unfortunate that this location was impacted and had to close. We can not operate a veterinary clinic without appropriate staff, and can not estimate when we will be able to fill these positions. Our team of recruiters works diligently to fill these openings, and the organization is offering incentives to attract talent to our clinics.

  When discussing the SmartCare **** and the Agreement signed upon enrollment, the section titled Cancellation states the following: 

  Cancellation: Either Provider or Member may cancel this Agreement at any time, but there may be monies due upon cancellation. In the event that cancellation of this Agreement results in monies due from the Member, such monies shall be paid in full at the time of the cancellation.... In addition, upon cancellation prior to the end of the **** Period, if the total undiscounted retail value of **** services provided exceeds the sum of monthly installments collected for that **** Period, Member shall be obligated to do one of the following:

  a) Immediately pay full retail fees for all services provided (with all discounts reversed as if the **** had not been in effect for the **** Period) to the extent such fees exceed the total monthly payments received by Provided; or

  b) Continue making the monthly payments as they become due for each remaining month until the first anniversary of the first day of that **** Period.

   

  With that in mind, under the ****, ***** received $363.00 in undiscounted retail value of services during the plan period. Our **** has a cap, however, of $335.88 - this is the cost of the plan had the Member chosen to pay in full at time of enrollment. Member has made $139.95 in total payments that have been applied toward the retail value of the services already provided. This is a difference of $195.93 between the undiscounted retail value and the amount of payments received.

  The options at this point are to (A) cancel the plan, which would require payment of $195.93, or (B) continue making the monthly payments until the retail value of services already received has been paid. 

  We are unable to compensate for services elsewhere, or provide these services as most are unavailable at our pop-up Community Clinics, but also because the initial services already received have not been paid for under the **** agreement. 
  

• Initial Complaint

  02/19/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  To whom it may concern, On the morning of Feb 19, 2023, we took our two adult cats to our local Tractor Supply store, ( ****,**), for their annual 3in one vaccinations booster. When our turn came, we were told we had to take our cats to the store restroom and the assistant s would give the vaccination in an enclosed environment. The veterinarian on site did not see, or handle our cats. When I asked why the vet was not administering our vaccines, we were told by the assistants that " the vet could not bend over in the space allowed in the bathroom". The bathroom was ADA ********* and was very large. There was enough room for two assistants, myself and two large cat hard plastic carry cases.I resent having to pay for the services of a veterinarian, and not have the vet administer, the vaccine, nor even see or handle our cats.I do not want a credit for future service, nor a coupon, as we will no longer be exposing our animals to this lack of care. I want a substantial billing adjustment for the service I did not receive.

  Business response

  02/20/2023

  The services we provide are by trained professionals . The Community Clinics do not offer an exam with services and the vitals were taken. The vaccines were administered appropriately. All services are sign for at the time of service and can not be refunded. 

  Customer response

  02/20/2023

   
  Complaint: 19432469
  
  I am rejecting this response because: they did not provide the service of the veterinarian to vaccinate my pets  
  Their service advertises and offers a licensed veteranarian. The staff told me the veteranarian on duty could not bend  over in the room to vaccinate my pets.
  Sincerely,
  
  *********************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Entered by BBB staff LO Consumer states she has taken her dogs here for many years. The consumer states she went in on 12/2/2022 for her dogs to have their vaccinations done. She states she waited a very long time to be seen. Someone came out to check on her and she told them she was waiting a long time but she was there just for the basic annual vaccines, nothing else. The associate asked if she wanted the dogs to get their rabies vaccine she said no, they are not due and she checked the dogs tags. The associate told her there is no guarantee she didn't take those tags off of other animals. The consumer had to wait outside and when they were done they came out with the dogs and was told the total would be $274.00. He then handed her packages of tests for worms. The consumer was told the paperwork for the rabies vaccines was there as well and she reminded him she did not want them to get the rabies shots. The consumer states when she got home she check all the paperwork and saw that they had charged her for services she stated she did not want. The consumer filed a complaint with the business and told them none of the services were explained to her before the services were provided. The business advised the consumer that the services were explained to her so they can not provide any type of refund. The consumer feels they are calling her a liar because she explained to them that no plan options were given to her before service. She was unable to get any type of refund.

  Business response

  12/13/2022

  I apologize that the pet parent does not agree with the assessment of our Wellness Center staff in their response. Not having been present at the clinic, we do trust our teams are diligent with explaining services, pricing, and going over what will be done with their pets during their visit. Beyond that, each client does sign an electronic Terms of Service prior to any services being performed. These terms are below, in quotations. 

  Rabies tags are not a valid proof of vaccination; written records or a verbal confirmation from the veterinarian or vet clinic/hospital that administered the vaccination would be valid proof. That said, the vaccine package the pet parent agreed to would not have been discounted had the rabies vaccine been removed, since the services are greatly discounted when a package is purchased. If each service was charged separately, without the rabies vaccine, the total would have been $249 per pet (vippetcare.com/services-pricing). 

  Because the pet parent agreed to services prior, signed our terms of service, and this was explained per our Wellness Center staff, we are not able to offer a refund. If the pet parent would like a coupon off future services, that is something we can discuss.

  "To the best of my knowledge my pet(s) is (are) healthy and has (have) no known allergy to vaccines or medications and has (have) been free from vomiting, diarrhea, sneezing, runny eyes, coughing or other signs of disease. I understand that a vaccine reaction is rare, but possible. Should my pet become ill due to vaccination or medications, I will not hold Community Veterinary Clinics, LLC, its employees and affiliated entities (collectively "CVC") responsible. I have read this statement and I will read the form pertaining to possible reactions including fibrosarcomas. I certify that I am 18 years of age or older and give permission to perform services. I UNDERSTAND THAT PAYMENT DOES NOT INCLUDE FEES FOR NEXT BOOSTERS OR SUBSEQUENT VISITS, AND THAT ALL SALES ARE FINAL ON MEDICATIONS/PREVENTION ONCE PURCHASED. I give my permission for CVC to send vaccine and product reminders and test results via postcard, via telephone, and via email, to my contact information provided above. A finance charge will be imposed on all accounts not paid in full within 30 days of your visit. The finance charge is computed at (1.5%) per month, with a $0.50 minimum charge, if the account is in default and turned over for collection. I acknowledge that I will be responsible for all reasonable costs associated with effecting collection. CVC DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING IMPLIED WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. Pets are provided with a wellness check commensurate with the services provided.  For a full service exam please visit one of our Wellness Centers."

  Customer response

  12/13/2022

   
  Complaint: 18537633
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

    

  My complaint is that I was: 1.  NOT informed of the services to be performed.  2.  I explicitly stated NO rabies vaccine was to be administered.  3.  I had a VERY bad experience at this same store in 2016 when an elderly veterinarian tried to do a blood draw on one of my dogs.  I swore to myself NEVER to allow a pet store doctor attempt another draw.  I ONLY go to my regular veterinarian for ANY blood work.  If I knew that test was to be administered, I NEVER would have agreed to it!  4.  Show me proof of what I signed as I have NO memory of signing anything but the charge for payment.

  When I asked for a receipt, I was told I would receive it by email.  I didn't even know these services were performed until I was at home!  The young man that waited on me obviously did NOT do so in the manner that you THINK he did.  I am trying to convince you of that.  I get the impression he works on commission and was "going for the highest buck".  I told him ****** had an eye infection about 12 days before but seemed to be infection free after treatment by my vet.  He entered that info on *****'s record!  Seems he doesn't hear well about anything.

  I have used this store's veterinarian services since 2016 when I moved to ************, **.  Previous to my move, I used the ******/******* store's clinic for many years for the same dogs.  I have NEVER had a bad experience with your services until this year.  Telling me my complaint NEVER happened only inflames me! 

  Respectfully submitted,

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

  Business response

  01/03/2023

  We have responded to the consumer's complaint per our Terms of Service and policies. As mentioned previously, we will not be able to refund for services received but if the pet parent would like to request a coupon for future services, we will authorize $15 off the next visit with us. We also received notification that the pet parent is disputing these charges with her credit card company/bank. This notification has been sent to our legal department for review. 

  Customer response

  01/11/2023

   
  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.

   

  It's not TOTALLY satisfactory to me.  First let me say, I did instruct Discover to release the hold I had put on the payment.  It is being released.  BUT, I would very much appreciate talking to your legal department as the service I received was VERY deceiving, downright out and out lies; furthermore, I received services as I had outright REFUSED!!  That has been my complaint from the beginning!
  Sincerely,
  
  *********************

• Initial Complaint

  07/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my 9 week old puppy to be tested for a parasite. The clinic is only opened on some Wednesdays and every Friday. I went on Friday 7/8/2022. The assistant told me it would take 24 hours for the results. I asked twice to make sure that I would get results the next day since it was Saturday and she assured me that her boss would contact me. I went ahead and paid and sent a sample for testing. I never heard from anyone via phone or email. I proceeded to contact the customer service line. First the lady said that the results take 3-4 days to come back and after telling her what the clinic had told me, she magically found the results. She then told me that she was not able to go over the results with me but she could email them to me. I received the email which confirmed my puppy is positive for Giardia, which requires a prescription to treat. **************** then told me to contact the vet help line for suggestions, which I did. That representative was also not able to help me, although she did send info on how to clean up and tips on what probiotics I can use. Another rep contacted me and she offered my money back in case I need to take the puppy elsewhere. I did attempt to contact another vet which told me they are booked 2 weeks out and would not prescribe the proper medicine. The following day, Monday, 7/11/22, I again called customer service which said they were still not able to contact the vet for the prescription needed. Every time I call, the reps somehow cant get in touch with the correct people. I asked for the district managers phone number which they declined. I asked for her name, and she again told me no, that I had to go through them. Needless to say after multiple attempts to get this resolved and get my puppy medicine, he is still sick, having diarrhea all over. I do not understand how a company runs business this way and is unable to contact their providers. I gave them multiple opportunities to help me, still with no results.

  Business response

  07/13/2022

  We have since worked with ***** Holiday to provide an acceptable solution for this issue, working with our **************** staff and field management. I apologize for the length of time it took to get a resolution. ***** has been provided my ***************** Manager) direct phone for further concerns regarding this issue.

• Initial Complaint

  06/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my dog a wellness plan from PetIQ in Aug 2021. Literally right after that the clinic cut their hours. Was then open every other weekend but shortened shortened hours. Then slowly less day and even less hours. For this to be a wellness plan they truly sold me a piece of useless by coverage. They cut their hours to two days (weekdays) when people like me work. Then they completely closed. No email or notice. Its been since March. Theyve been closed. Previously I spoke to the staff there about their office hours and after all my complaints was told it would improve. I paid go a plan is completely useless. I paid $325 for something thats not available for me. Ive emailed them and they ask me to call in. Today I had the time and patience. It took me!45 mins on hold to get to speak to someone and she refused to give me a full refund. You email them and they tell you to call in yet their call wait time is extremely long. My time is valuable. This company has no consideration for my time.

  Business response

  06/29/2022

  Hello. The refunded amount this client received was not as high as she may have expected due to our policy of taking out the full price cost of services that have already been received.  This was not a fee or a charge of any kind for her canceling her plan with us, this was just the difference between the discount she was getting due to having a contract with us, and the full price of the services. Once the contract was broken (because the client cancelled her plan before the year contract was up) we go back and collect this difference. The client was asked to call in for the exact reason of being able to go over this information with her on the phone and be available to answer any questions right away. 

  Customer response

  06/29/2022

   
  Complaint: 17495738
  
  I am rejecting this response because: they actually didnt follow through with my contract and because of their lack of business hours I was unable to utilize the services I was entitled to. Twice during this so called contract the clinic was supposed to be open but the sign on the door stated their were closed.  Its like they push for you to get a wellness plan but then failed to be available so I could use my benefits.  I asked for a full refund because they failed to provide all of the services they said they offered because they were closed 80% of the time 
  
  Sincerely,
  
  *****************************

  Business response

  07/06/2022

  ******************** pet Kai was enrolled in a 2021 Adult Dog plan. The total price of the plan, not including the $20 one-time enrollment fee, is $299.88. Per the member agreement, attached, "In the event cancellation results in monies due to Member, such monies will be paid by Provider within 6-8 weeks." The agreement additionally states, "If Member cancels for any reason after 4 business days including but not limited to, the death or loss of Pet or transfer of ownership, whether before or after Provider has rendered services, Provider shall be entitled to receive, retain or recover from Member all monthly installments that have previously been paid or that become due prior to cancellation, including the installment for the month in which the cancellation occurs, regardless of the cancellation request date."

  At the time of requested cancellation on June 28, 2022, Kai's plan was utilized for $251.00 in retail for service provided on 11/20/2021 and 3/8/2022. We have refunded **************** for the difference between the plan value and the retail services used, which was $44.88. While our location is temporarily closed, we have not only followed our agreement, but have also refunded for payments made and services not used, despite the fact our agreement allows us to retain those funds. 
  

  Customer response

  07/12/2022

   
  Complaint: 17495738
  
  I am rejecting this response because:
  This is totally unfair  especially since the location was closed and unavailable for me to utilize all of my benefits.  The agreement should have been amended as soon as the location closed and I was unable to continue to use their services ** couldnt even get my dogs nails clipped without paying for it at that point because it was something quoted in my contract.  The business didnt satisfy their end of our agreement and I feel like they not only tipped me off but other people as well and left us high and dry. I really want a refund.  A full refund. 
  Sincerely,
  
  *****************************

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  6/24/22 at 3pm I took my dog to the vet for a rabies vaccine and to be looked at. Total cost was $60 and $30 with my 50% off coupon. I signed the paper for them to do the vaccine and exam and got a flyer from their rack about a wellness plan. It had shown that for my puppy it was ***** a month and a $20 enrollment fee so when I was back with the vet we went over what was included on the flyer. The flyer was on the exam table in from of us going over and ni one told me that wasn't the right price of the services they were giving my puppy. After leaving I got a link to pay a **** with the monthly payment of ***** and a enrollment fee of $48. That's $28 more than I was agreeing to pay.

  Business response

  06/29/2022

  After looking into this complaint, It was found that this client was mistakenly given an out of date pricing flyer during her visit. I have issued a refund for the $28.00 today and she will receive a check from us in the next two weeks or so.  I apologize for this simple error. 

  Customer response

  06/29/2022

   
  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.
  
  Sincerely,
  
  Dakota *****

*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. ↩