ComplaintsforPetVet by VIP Petcare

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 7/7/2024, we went to a *** *** clinic in ************. Received the appropriate vaccination and blood test for my dog. The office has not been able to send my dog's prescription to a 3rd party pharmacy. They offered vet care, but refusing to provide the prescriptions so that I can receive the medications from the pharmacy of my choice. I've called the *** vet and Pet IQ pharmacy multiple times and have yet to hear a reply. I suspect there's a kick back from the vet especially when the vet sends messages from the *** IQ requesting the fill the Rx.

  Business response

  07/15/2024

  We are happy to work third party pharmacies that allow an owner to place an order so we can then can verbally approve or deny the order after a review on the account, tests and pet history. We work closely with third party pharmacies everyday on approvals and denials. We also offer price matching if the pharmacy is able to comply with our policies in order to provide medication for the pet. 

  Customer response

  07/15/2024

   
  Complaint: 21990077
  
  I am rejecting this response because:

  I have called your service line phone line everyday in the past week.  No one picks up the phone after more than 20 minutes each time.  I have Emailed to your supplied contact each day again without reply or response.  

  The offered prescription service is a kickback program that does not offer competitive pricing.  I should have my choice where I want to get it filled.  

  At this time, your business is  withholding my pets prescription and in essence it's health during this entire process. 

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

  Business response

  07/16/2024

  If an order has been placed with ****** we are happy to review the order for approval. If one has not been placed, please place an order and have ****** fax the request to ************. This way we can review and approve it as soon as possible.
  If ****** is not allowing you to place an order and they require a written prescription or for a vet to call this in, we would want to offer a price match.
  
  

• Initial Complaint

  04/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to the ************** in *****, Ga located at the tractor supply store on 9/27. We arrived at 3:30pm the clinic times stated 3:00pm - 5:00. We noticed extreme panic And confusion from the staff about 4:30 to the point, I left my wife with the dog just to step to a different part of the store to get a better view of whats going on to make sure everything was OK. There was some loud commotion coming from the area where there were vaccinating the dogs. We didnt think anything of it. We just thought it was an unruly customer at first then we started seeing some of the staff, visibly distressed and upset so we sat in line Even though we were concerned At around 4:45 450 nurse comes up front and says were cutting off everything no more treatments everyone needs to leave. Were sitting there and were like we just waited over an Hour and a half yall couldve closed everything off if there was no more availability, but they were letting people in line to the minute there was no order. There was no structure. Im letting yall know because *** never experienced this before with my Using pet vet It is extremely unprofessional and is really making me consider going in the future The vet hired for this location, obviously isnt up for the job and needs to be replaced

  Business response

  05/08/2024

  I am very sorry that we were not able to see you at this clinic. This particular clinic was very busy as we did see a total of 41 pets. Our clinics are first come, first serve and we don't guarantee that if you are in line that you will be seen. Our clinics are very short and we do have a short amount of time and sometimes we do have to cut the line off when we get to a certain point and know that we will not be able to see everyone. In this case we did cut off the line as the clinic closed at 5 and we weren't going to be able to see everyone. I did check your account see that you were able to be seen the next day at a different clinic. Again, I am very sorry that you were not happy that you weren't able to be seen that day. 

• Initial Complaint

  04/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Hello,In April 2023, I paid for an annual package for my puppy that covered core vaccines, nail trims and minor issues ex: ear infections, stomach issues, minor cuts, etc. For several months he Vet hasnt even been there, and my package expired. 4/7. I have emailed and called numerous times with no answer and also went to the location all to no avail. This company needs to be held responsible! We paid appr $431 for this package and lost half of our money. I had to pay out of pocket because the vet is NEVER there. Please help. Im far from wealthy and this has been hardship financially- because I had to pay another vet for what I already paid for! This is beyond wrong and frustrating. Best Regards, *********

  Business response

  04/21/2024

  We sincerely apologize for any inconvenience this may cause. The services that were provided for the contract year was over the contract total of $335.88 and a non refundable enrollment fee. We are happy to discuss canceling the contract by calling **************** at **************. We ask you wait patiently as we assist each caller individually. 

• Initial Complaint

  09/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I got a new kitten and went to ********, ** location on 8/5 to start shots. I received an email and voice recording on 8/8 that his ***** test was positive and to call customer service. **************** said to order Profender for roundworms and suggested followup test. I do what my vets say. I returned for 2nd round of shots on 9/2 and was told he had been given dewormer on 8/5 and they didn't know why customer service said to order more. They told me they can't see what the home office prescribes my pet and I'm guessing vice versa? So I had paid extra to overdose my kitten. When I checked him in on 9/2, I said I had brought a ***** sample, but they must not have understood, because it wasn't in the system when it was my turn. That's when they told me that a ***** test wasn't included in Kitten 2, but they'd charge Kitten 1 and trade out one of the tests for a vaccine he got instead, for $99. After a bit, they told me it didn't work like they hoped and they had to change it and my new total was $108. I paid the $108. I got an email receipt for $108. A few hours later, I got a new email receipt, adding $49 for a ***** test. It said the $108 was paid, $49 was unpaid, but my account balance was still $0. On 5/3, I got a bill for $49. I was told at the store that my total was $108 and I paid it. If they had said the test would have been an additional $49, I would have declined, because my normal vet charges half that. Instead, they are trying to bill me after the fact for an unagreed-upon amount. I called and complained on 5/3 and was told they forgot to add the test while I there. I stated that was unacceptable and was told they would call the clinic and then they would call me back. Nobody has. The company policy is that I have to keep paying for their mistakes? I paid the total that I was told and had no chance to turn down a test because of an unknown price. I gave the kitten the Profender, so what's done is done there, but the company should cancel the $49 bill.

  Business response

  09/08/2023

  I apologize for the confusion on total cost and treatment for your pet. It is vet's discretion on how to treat a positive ***** test result. I assure you the medication given to your pet was to treat for roundworm.. The pet is in no harm by giving another dewormer. We did speak to you on 9/3/23 and advised we would have the $49 removed from your account due to error. I apologize there was not follow up. I assure you there is no remaining balance.

  Customer response

  09/08/2023

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

• Initial Complaint

  04/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  ****************** of PetVet did not provide the 2nd round of shots to our doga program started with the company a month earlier when rescuing our dog. The 1st experience went smoothly (at a different location)the 2nd experience resulted in them telling us to go elsewhere for the remainder of our needed shots. Upon entry, our dog had elevated anxiety& as the hour of waiting continued, so did his anxiety.They approached us to wait apart from *********** honored this request, but when they approached to give Red his shotsall three of the team members walked quickly towards him & when one reached out for him he attempted to snap at her. He was in a muzzle. The doctor then told us they could not give him the shots and we should go elsewhere because of his high level of anxiousness. She said they should have seen him sooner to minimize the level but they didnt because others were in front of us with 4 dogs each (2 sets of people8 dogs). Not making the appropriate decision for the care of the dog having a strugglea decision stated by the doctor should have been done & the delay added to the level of anxiety.The vet knew that 3 strangers approaching an anxious dog would elevate that anxietyyet ********* team quickly approached & without slowing for cautious introductions attempted to handle him. And thendecided they would not attempt againeven when she showed to have calmed. One fast approach and they were done tryingjust told us to go someplace else.It showed lack of expertise, lack of training, lack of effort, lack of heart, & lack of knowledge of the animals they are charged with serving. It was so extreme in the method of approach, that it presented as though discussion had been given to not serving the needs of this client prior toapproachsuch as rush him in opposition of our traininghe will react, & then we will send them on. If it was not a predetermined method for getting us out the doorthen it is seeping with ill-equipped personnel.

  Business response

  04/24/2023

  Our clinics are traveling clinics with out exam rooms and we are very fast paced as we see ********* during the time we are stationed.
  Our teams are trained to handle and hold pets all under the care and advice of the vet on duty that shift.
  Sometimes the atmosphere and wait time can cause pet's to become anxious and they may be referred to a full service vet where it is quiet and the staff has the opportunity to introduce themselves and give vaccines to ensure the pet is safe. 

  Customer response

  04/24/2023

   
  Complaint: 19972672
  
  I am rejecting this response because:  Nothing was stated during the hour of waiting that told us if pet did not calm, service would not be provided.  Had that been the case, we would not have waited the hour while the level of anxiety continued to rise at the detriment of the young dog itself.  Poor communication and poor service was experienced--and no true attempt at providing care was given ... no attempt at a slow, calm approach was offered.  A very quick decision to not serve following an hour of waiting.  This program had ***** minutes remaining in its time to treat/care for animals, yet no one offered for us to wait for him to calm further.  It is astounding to me that one of the offered commitments/promises of PetVet is that "all staff receive extensive and ongoing education and training."  The vet even stated aloud that they have company provided muzzles for when pets are difficult, but she stated she would not attempt to put a muzzle on him to assure their safety (although he was already in a muzzle--which means she could have slipped the company provided muzzle over the current muzzle--or even asked if we were willing to do so).  She made no attempts--no offerings, no optional solutions.  If the company provides their teams with these type tools, then it means they should also have "extensive and ongoing education and training" in how to approach and treat anxious pets, and how to use the tools provided in doing so.  They displayed no training nor any expertise--they were dismissive and arrogant in their display of unwillingness to even present with an effort to slowly approach an anxious animal.  Nowhere in the posted guidelines to customers does it state if you animal is anxious--we will not serve.  Currently, the company communications state high level of care for animals--along with expertise and training.  Simply stating quick turnarounds, high volume, and ill-equipped facility for meeting the needs of the pets as a "reply" to the quality of care complaint is in and of itself and statement confirming the lack of quality of care.  This program did not offer high level care--it didn't provide any care at all.  And they were not proactive nor were they corrective in attempts to resolve an issue they created by approaching an anxious dog three people at a time--quickly, and then reaching out towards his head. They should have been preemptive in their approach of a highly anxious dog--and should have used training to address the needs of the animal instead of using an approach that was more focused on the ticking clock.  

  Additionally, there was only one person in line behind us--and 35 minutes remaining before their time was up.  They had time to slowly approach a pet that was struggling with the on-goings of the day.

  It is sad when a pet care company provides such poor service it makes those rescuing animals question doing it.

  
  Concerned Pet Owner,
  
  *******************

  Business response

  04/27/2023

  Having a faster paced clinic means that for the good of the pet, family and safely of the staff, we will have to refer to a full-service vet at times.
  We offer a few solutions to help such as a muzzle. I will personally make sure the staff is aware of this complaint to help coach the staff in introductions and speaking with the owner about looking for body language from pet parents and pets to help soothe anxieties or answer questions. 

  Customer response

  05/02/2023

   
  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.  I appreciate the acknowledgement that muzzles are provided by the company to the employees as an instrument when needed, and that the company intends to provide further support to the employees for addressing this more proactively in the future.
  
  Sincerely,
  
  *******************

• Initial Complaint

  04/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been taking my dog to get vaccine for the last five years to PetVets at Tractor Supply for all annual vaccines and rabies shots. This year I took my dog for annual vaccines (paid $140) and was surprised to find that I needed to bring my dog back in 28 days for booster shots ($62additional). The same shots that my dog has received with no booster requirements in all of the previous years. I took my previous year's PetVet records to show them that no booster was required for those same vaccines that my dog just received and now were only valid for 28 days. The vet on duty that day could not explain why I needed to come back for boosters but she could not override the vet who administered the shots. "They are contract vets". I called their customer service they at first could not find my dogs records. After a search the rep did find the info but could not explain why this year my dog required boosters for the same vaccines. They do not give you on the spot receipts or records they email them to you later.

  Business response

  04/05/2023

  We are looking into this situation and will follow up.

• Initial Complaint

  11/27/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Saturday, November 26, 2022, I attended a PetVet clinic at the Tractor Supply store in ********, **. I brought my cat in for a 3 yr Rabies vaccine. I asked the tech if they were administering 3 yr Rabies vaccines for my cat, she replied yes and then she asked if I brought along my previous certificate showing the expiration date of the current vaccine. I hadn't brought it but said I could run home to get it. She said I didn't need to as I would receive the vaccine as a 1 yr and could call customer service with my info and get the certificate that was to be given today changed to reflect a 3 yr date. Again when I checked out, I confirmed that I was paying for a 3 yr Rabies vaccine and the tech said yes. When I got home and called their customer service, I was told to scan and email my current certificate which I did. I received a reply stating there had been a misunderstanding and my cat had in fact only received a 1 yr vaccine even though I told them that the tech said the 1yr and 3yr come from the same vial and he would get the 3 yr. I was also told that if I went to see them again with my cat next year, at that time they could give me a 3yr certificate. I asked for at least a partial refund as a courtesy for our trouble and they declined. I feel they use deceptive practices by giving clients misinformation which only allows us to make decisions based on this and not the facts.

  Business response

  12/08/2022

  After further investigation with the field team, the staff had felt that they expressed to **** that the vaccine would only be valid for one year.
  We have two vaccines for feline rabies. One is only valid for one year/only year only and one that is good for one year as well as three years.
  Which vaccine is given is up to the vet on duty, not the owner. 
  With this investigation it was decided to refund for the rabies as there was a miscommunication. If the owner has further questions they need to call **************. 
  
  

  Customer response

  12/08/2022

   
  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,
  
  *********************************

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 9/24/22 we went to Tractor Supply in *****, ** to have our pet seen y PetVet Clinic. In line I agreed to Tractor Supply charge for Simparica Trio 6 month supply at $144. When I checked bill PetVet had charged me $181. I did not agree to this price. I called talk to PetVet and spoke to ***** who was just kept saying that sthere price and there is nothing that they can do. I then talked to **** who said they do honor price adjustments and put me on hold for checking on and when returned said they cannot because it would have to be done at time of sale. Only I did not know they were charging me $181 and like said I did not agree to this price. I spoke with the manager **** who also said this is their price and there is not anything they can do. They will not accept returns which was never said to me previously and they cannot adjust the price. When look up price as of today for this product it is $163 at Chewy and $163 at Tractor Supply. Our pet had a visit when we were charged a high amount not agreed to with the Simparica Trio for 23 lb. The other charges at the visit were fair and agreed upon, although the Simparica Trio for 23lb was not.

  Business response

  10/06/2022

  We are not required to price match, this is done as a courtesy by phone only, not available in clinic. 
  All pet parents sign the terms of service before services are completed. 
  
  It is as follows: 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

  10/06/2022

   
  Complaint: 18173794
  
  I am rejecting this response because: I do not recall agreeing to this price for the Simparica. Please forward signed agreement for the price of $181. This is not the price I agreed to or thought I was bring charged. 
  
  Sincerely,
  
  *****************************

  Business response

  10/12/2022

  As you can see, the sale, the coupon, and the amount charged along with the signature are on the sale. I scribbled out the transaction ID and last 4 of the card number to protect the clents privacy. The amount was stated when she paid. Medication is not required to be purchased from us, it was a choice. She could have denied the charges and the medication would have been removed from the bill. The amount being charged is stated before the charge is done. I have attached the sale showing the clients signature. Once medication has left our clinic, we are not allowed to return it, per company policy. Once a drug leaves ******************* it is difficult to guarantee the integrity of the product and it cannot be recirculated.

  Customer response

  10/18/2022

   
  Complaint: 18173794
  
  I am rejecting this response because: I do not see an agreement to the medication. There is no breakdown of the prices on the amount signed for. Only a total but no indication of what purchased.
  
  Sincerely,
  
  *****************************

  Business response

  10/25/2022

  We are unable to have the invoice and the signature on the same page as our system does not allow this.
  I have attached the invoice that has a break down of charges. 

  Customer response

  10/31/2022

   
  Complaint: 18173794
  
  I am rejecting this response because: I did not approve the charge on the simparica  as that is way expensive out of price range and much more than other places charging. I thought I was getting charged the tractor co price but was $35 dollars more. I noticed on the receipt the high charge and did not see this was the charge until after ******** for the extremely overpriced simparica. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/31/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Not only was I blatantly lied to when getting information about their services and plans (I was told by phone that I could cancel at any time WITH NO PENALTIES OR MONEY DUE), but I was also never informed of a contract for the pet wellness plan they offer, and the company is claiming that the signature on said contract is mine, when it is very clearly not. I have attached my digital signatures, neither of which look anything like the one on the contract I wasnt provided with until 7/31/22, when I requested to cancel and/or get a refund for the month of July as the location near me closed down and I can no longer use their services (since they will not allow me to use the plan at a clinic near me, it can only be a wellness center).

  Business response

  08/01/2022

  The contract clearly states: 

  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 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. 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

  While we cannot say whether that is the signature of the owner, or not, the owner provided all their information, including payment information for monthly payments. The owner was made aware that it would be for the duration of one year. While we understand things happen and that sometimes the plan needs to be cancelled, we are not asking for the owner to pay for anything other than for the services that she has already received. 

  Customer response

  08/01/2022

   
  Complaint: 17649640
  
  I am rejecting this response because:

  It is still based on a contract I was not made aware of until 7/31/22, with a wrong/forged signature. I should not be legally binded by something I knew nothing about until a day ago. Again, it was the businesss *************************** I spoke with prior to bringing my pet in who not only misinformed me regarding the cancel at any time with no obligation issue, as well as misinforming me that my plan would be honored at other locations due to the center I used closing down.

  I agree that I was told the maximum duration of this plan was 12 months, but that was only because I have a kitten and she would need to move onto the adult plan at that time. I agree that I provided my personal and payment information, however, that was requested for treatment/medical record purposes, and to pay for the ear mite treatment my kitten needed. I wasnt informed until my second visit there that the plan was an automatic payment off the card I used to pay for the treatment, because I had to ask why it automatically came out since I thought I paid when I came in. At that time, I decided the automatic payment was no big deal because I intended to return and continue care for my kitten. Had I known about the contract or what it outlined, I would have never signed it or started the plan or care through the company.

  All Im asking for is the plan to be cancelled with no owed balance as I did not sign that contract, and employees within the company are lying to potential customers when they are trying to gather this information. Also, please consider the reasoning behind the request and show a slight bit of decency since the reason Im requesting to cancel is another business issue, not mine.

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

  Business response

  08/09/2022

  I apologize you felt you were misled when you enrolled in our SmartCare Plan. I'm sorry this wasn't explained in the previous response - the amount due upon cancellation is not a cancellation fee, it is the retail price for services received under the Plan. Because the plan is a 12 month agreement, that takes that lump sum retail charge and spreads it out, allowing you to make payments toward that balance. Should a cancellation occur prior to 12 months, there is no cancellation fee; instead what is owed is the balance of services already provided. 
  
  If you choose not to cancel or renew your plan and would like instead to continue to make the monthly payments until the balance is paid off, that is also an option. 

  Customer response

  08/16/2022

   
  Complaint: 17649640
  
  I am rejecting this response because:

  My main concern and complaint revolves around the fact of being bound to this contract with no legal basis, as the signature is not mine, nor was I provided with this contract prior to my request to cancel. If the individuals I had spoken to and dealt with had acted responsibly, and assuming this contract existed prior to my request, I should have been informed and provided a copy at the time of me signing. Having poorly trained staff or staff trained to intentionally mislead people to make a sale are simply additional factors to be considered surrounding the main concern. While I understand it is legal to conduct business in such a manner, it is highly unethical and lands businesses in situations such as these. Again, my concern is the legality of the contract being as I didnt sign it. Therefore, I cannot be bound by a contract I never saw or placed my signature on.
  
  Sincerely,
  
  *****************************

  Business response

  08/23/2022

  Unfortunately, we are unable to change that services were received at no charge under this plan. The services are required to be paid for in order to cancel the contract. Thank you. 

  Customer response

  08/30/2022

   
  Complaint: 17649640
  
  I am rejecting this response because: I didnt sign the contract. I refuse to be held responsible for something I didnt sign. If I had been informed of and/or shown this contract PRIOR to receiving services, I would have walked out immediately. I will not accept any response from the business if theyre going to continuing holding me liable for something I didnt sign. It is apparent that I was INTENTIONALLY misguided and misinformed, and had my signature forged just to make a sale. My unchanging opinion is that the company needs to simply accept that the situation and their expectations are unethical, and understand that one small loss because of the actions of their agents is far better than any other outcome. At the end of the day, my signature was forged on a document that I was never informed of, or given an opportunity to review prior to a signature being placed on it. Im sure Im not the only person aware that forgery is a crime, and very damaging to businesses - especially their reputation. Whoever is in charge of responding to these messages is not making very smart business decisions for the company who hired them, and should really inform/consult with the executives of the company who may have a better understanding of ethical business practices, acting responsibly, their responsibility to the community, and the effects of negative attention/word of mouth information.

  Again, unless the business is willing to accept responsibility for the things done wrong by their agents - as they are legally required to unless the individuals working for them are all independent contractors - I will not be accepting any response and there will be no simple and reasonable solution being reached.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  07/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for two of their pet wellness plans at a location of theirs. I signed a single paper with no back side giving permission for them to treat my dogs and that I was signing up for the plan. When I went to cancel my membership with them I was told I had to pay the total **** of services I received from them at full price. I wasnt told about this, when I signed up and it was not in the paper agreement I signed. I specifically asked if there was any thing I had to know when it came to canceling because 28 dollars a month for my dog to receive shot and unlimited visits seemed not real. I was not informed about their cancellation policy and did not agree with it. I also believe that things I asked them to do were not done during my visit

  Business response

  07/22/2022

  Response to BBB:
  The Pet Parent visited our **************** and during that time signed our Terms of Service electronically on our iPad during check-in. Those Terms of Service state the following: "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.
  
  In addition, the cancellation policy in the SmartCare **** member agreement (attached), signed by the pet parent, 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 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 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. 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
  ****. 
  
  There is no cancellation fee; rather in order to cancel the pet parent is being charged for those services already rendered, had they not enrolled in our SmartCare **** which allows them to space out the cost of those services over the plan period (one year). 
  
  The pet parent's options are to pay the settlement for services already rendered, or to continue the plan payments until those services have been covered by the monthly installments. 

  Customer response

  07/25/2022

   
  Complaint: 17600271
  
  I am rejecting this response because:I was not given this information and didnt sign anything on a tablet, I was given a single sheet of paper which only stated I was giving consent for them to treat my animals every other question was answered to the lady on her tablet, and payment was given. That is also not my Signature. 
  
  Sincerely,
  
  J-*****************

  Business response

  08/01/2022

  This quite a process for us to sign someone up for a ********** Plan. The owner has to be sent the contract electronically to their email or by text before it is completed.  There is not a way for us to sign someone up with out their permission. 

  Customer response

  08/09/2022

   
  Complaint: 17600271
  
  I am rejecting this response because:I did sign up for the plan but I was not informed of the cancellation policy when I asked if there was one, or anything along those lines. I also should not be paying market price for the services I received when you charge a different lower price for them. If I was informed about the policy when I asked the worker that signed me up I would have just paid for the services I received at the price you offer them at instead of going with two plans. I also have a problem with the fact that, things I asked for were never actually done to my animals. 
  
  Sincerely,
  
  J-*****************

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