ComplaintsforPetIQ, Inc.

• 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 *****

• Initial Complaint

  08/31/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Called the business on the phone to get pricing for allergy shot for our dogs. Was told that for the biggest dog it would be $75. Drove 40 miles with 3 dogs and when we got there was told that the 2 smaller dogs would need 2 shots a piece and that the bigger dog would need 3 shots. That has never been done before by other veterinarians. Then all she wanted to do was to sell us something that wasn't needed. I fell that she was trying to rip us off. We are on a fixed income, as I told her, but she kept pushing the product. I was so upset that the big dog did not get any shots and I didn't purchase anything else. It was $200 total for the 2 smaller dogs and they wanted $199 for the big dogs shots that we could not afford, not the $75. We will never go back or refer them to anyone.

  Customer response

  09/02/2021

  First they lied about the cost of an allergy shot for my dog when I called them. I told them his weight and they said it would be around ****** dollars. My wife and I thought that was a good price so we loaded up 3 dogs and drove over 40 miles to their business. Well it turns out it wasn't ****** dollars. It was $199.00. The vet then misdiagnosed the allergy problem and kept pressuring me into buying flea medicine. I kept telling her we use Seresto collars and in 7 years I have never seen a flea or tick on any of our dogs. We have 6 dogs and they sleep with us and never seen one flea but the vet kept on and on wanting me to buy flea medicine. I felt like I was at a car dealership. I did get the allergy medicine for two of our other dogs even though it was at a higher price only because their regular vet didn't have any openings for a few weeks. If they would have been honest about the price, I would have never drove that far. I will never do business with them again because of their schemes on trying to sell you stuff you don't need.

  Business response

  09/05/2021

  ************ has called our Wellness Center and **************** team a few times to discuss this issue and his visit. The veterinarian **************** followed up with ************ providing an article about flea allergy dermatitis for more information regarding the diagnosis and suggestions made during the visit. 

  In regards to pricing discrepancy, the Wellness Center supervisor does not believe ************ understood that the larger pets would require two injections of Cytopoint instead of one (prices quoted are per injection, not per pet), and it is difficult to determine dosage without an accurate weight and exam.

  We're sorry **************** experience was not what he expected, and hope he has been able to find a veterinarian more local to him to address the concerns he has for his pets.

  Customer response

  09/05/2021

   
  Complaint: 15820376
  
  I am rejecting this response because:
  
  Sincerely,
  
  *****************

  Customer response

  09/08/2021

  When I called the business to get the price of the cytopoint shot I was asked how much did my dog weigh.  He was 106 pounds the last time he was at out vet so that's what I told the person I was talking to on the phone.  She said that it would be between 75 to 100 dollars.  Nothing was said about him needing more than one shot.  The total would have been $199 just for him.  The total for the other 2 dogs together was $200.  We took the bigger dog to our vet and he got the shot for $165.  The vet at VetIQ was more interested in selling me some flea medicine.  We have had these dogs (6) for up to 13 years and there has never been a flea or tick on any of them and some of them sleep with us in bed.  She didn't want to hear that it was allergies.  I don't appreciate someone pressuring me to buy something that I don't want or need and being lied to about the price just to try to get my business. 

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