Customer ReviewsforPetIQ, Inc.

They don't tell you that you must use their vet. I had a written prescription and responded to an email solicitation. They contact me and tell me I need a prescription which I have. Oh no-- they only accept prescriptions from their vets. Last year I also had a problem where their vet entered an incorrect start date of the heartworm medicines and this resulted in me being short 1 month's dose. I then had to buy several single doses at a much higher cost. They are more interested in getting the most dollars from you not the best care for your dog.

I bought a plan my dogs, paying $32 per month each of them. After receiving the first round of shots I went to the clinic in *********, ** only to find out it was closed. I was directed to the clinic in ***********, ** which was 20 miles from my house. Less than 3 months later that clinic also closed. I called their hotline and was directed to a pop up clinic at a ***** and ***'s another 10 miles away. We drove there only to be told that they were affiliated but did not accept the prepaid plans so I had to pay additional out of pocket even though this was supposed to be covered under my plan. Now the only clinic still open is in ********** and that is over an hour from my home. I called to cancel, after leaving multiple voicemails and then waiting on hold for over 40 minutes I was told the only way I can cancel the plan is to pay the balance of the monthly payment through the end of the year. Even though they have no open clinics to provide the service that I am paying for each month they will not cancel the account. DO NOT USE THIS SERVICE. They take no responsibility to provide the service that their contract says they will

Good morning,

These SmartCare Plans were cancelled as requested. The enrollment agreement reads, "If Member cancels for any reason after 4 business days of enrollment 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. No refunds of already paid monthly installments will be given. In addition, upon cancellation prior to the end of the Plan Period, if the total undiscounted retail value of Plan services provided exceeds the sum of monthly installments collected for that Plan Period, Member shall be obligated to do one of the following:

1. a) Immediately pay full retail fees for all services provided (with all discounts reversed as if the Plan had not been in effect for the Plan Period) such fees exceed the total of monthly payments received by provider; or

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

The payment requested during the phone call by our customer service team was to pay the difference in retail price of services rendered under the plan ($334.00 each pet) versus the total paid amount ($319.90 each pet), which would have been a payment due of $28.20 ($14.10 per pet). Keeping the plans active for one additional month would have taken care of those amounts, and the pet parents would have been entitled to use more services at zero cost at our Wellness Centers until the plan expired in July. 

The plans were cancelled with "write-off, goodwill", albeit incorrectly by one of our brand new team members. This client's request has been taken care of. because these plans are cancelled, these plans are no longer active or able to be used or reinstated. 

You agreed to cancel the plans AFTER I paid the remaining balance. Where is the "good will" there? You are obviously did not read or understand my complaint. You continued to charge me for a plan I could not use. All of the PetIQ / Pet Vets closed so there was no where I could take my pets other than one clinic that was over an hour away. You sign people up for a service you can not provide and then claim it's OK to charge because of a contract. Your contract doesn't require the service to be offered which is why this is a SCAM. You fail to contact anyone to let them know clinics have closed and when I called the helpline to find the nearest clinic, it directed me to once that DID NOT take the plan I had paid for. I had to pay out of pocket for service that should have been covered under my plan. Even the techs at the clinic told me to call and cancel.

I brought my 2 dogs into the clinic for skin allergies. They quoted me $30 for each exam and explained that any prescription would be extra. I thought that sounds great! That was until I received the final **** for $520! The staff were super friendly, but only looked over my dogs for only 3 to 4 minutes. It's is hard for me to believe that there is not price gouging going on here on the meds. They both received a 2 week supply of an antibiotic and it cost hundreds of dollars!? I'm very disappointed and feel like I was heavily ripped off. I would not recommend this company. You come to this company looking for "affordability" like they state on their website and you totally get ripped off! They sell you the dream of an affordable vet but when the **** comes the dreams are crushed.

Per the Supervisor at this location and the veterinarian with whom the customer interacted (names are redacted, but available on the customers pet records):Yes, I remember *********************** and her two large animals ***** and ****** She called beforehand to discuss her pets' skin issues and I went over our physical exam price as well as our ****************** Package just in case it was needed. We got her all checked in, went over the dogs' histories, and went over our terms of services. I explicitly mentioned that the terms of service: gives us permission to provide treatment payment for today, is just for today's visit and any outside visit is a separate payment any medication/prevention are final sale once purchased. I also mentioned that we understand some pet parents have preferred pharmacies, and we can also provide a written script if possible to accommodate. Dr. ************** and I performed a physical exam starting with ****** Post exam, Dr. ************** went over her findings with our PP (Pet Parent) in the lobby and recommended an antibiotic for the skin as well as Apoquel for allergies. Dr. ************** gave additional information about skin allergies, Apoquel loading dose information, as well and answered any questions PP (Pet Parent) had about findings. Before getting any medications ready, I presented PP (Pet Parent) with the price of the medications and explained that some medications can get more expensive when it comes to treating a larger animal. The option of a written script was given as well, and it was taken for our out-of-stock Apoquel. PP (Pet Parent) gave verbal confirmation to fill the Cephalexin in house.PP (Pet Parent) then brought in ****** who was a bit more sensitive to her surroundings, so we needed more time in getting her comfortable pre-exam. We spent about 5 minutes alone just letting her walk around and get used to our area. Post exam, Dr. ************** talked to our PP (Pet Parent) and recommended allergy medication- Cytopoint due to age (too young for Apoquel) and an antibiotic for her skin as well. I presented her invoice again for review on the pricing of the medications and the total ****. PP (Pet Parent) gave a verbal yes to Cytopoint and Cephalexin before medications were drawn to be administered/packaged. I bagged meds for PP (Pet Parent), thanked them for letting us treat their pets and invited them back for follow up/ Apoquel refill if needed. All in all, the entire visit was about 45 minutes to an hour. The visit minus medications was $30 for each pet for physical exams ($60 total), which is much lower than our typical $70 fee each for a minor medical care package for skincare, and lower still than many full-service veterinarians who charge office fees on top of exam fees. Our clients are welcome to purchase medications at any accredited pet pharmacy should they choose to for additional savings if it is found less expensive elsewhere. We are sorry to hear ************** was not pleased with the price of the visit, but hope her pets are getting some comfort with the medication.