ComplaintsforPetVet by VIP Petcare

• 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-*****************

• Initial Complaint

  07/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was assured that I would be able to get my dog's third set of shots on ***** at the *************, tractor supply. After driving roundtrip 70 miles for shots, the petcare vet apparently canx and didn't let tractor supply know and they didn't let us know until we arrived. There were dozens of people waiting with animals. Why even have the service if you advertise it, then don't provide it. Misrepresentation!

  Business response

  07/03/2022

  This clinic was cancelled on June 30th, 2022. The Staff were notified by the management team with coupons to be handed out. We presented this information online, by phone or by chatting in to Customer Service. 
  

• Initial Complaint

  06/15/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a subscriber to VIP petcare for over 2 years. I pay a monthly fee to have ALL VET RECOMMENDED VACCINES given to my pet under the charges I pay to have the plan. In the plan description on their own website says " ALL VET RECOMMENDED VACCINES INCLUDED IN THE PLAN". I took my dog there on 2 occasions this year. He had a Lyme CR vaccine 2x and an infulenze vaccine. Both of these vaccines were recommended by the vet that was on duty. In the end, I was told that I had to pay for the vaccines because they were not covered. I called customer service and was told that neither vaccine was considered "core vaccines" but the website, and the brochure they hand out says NOTHING about core, or that some vaccines may incur other charges. I am seeking to be reimbursed for ****** plus I want to be able to cancel the plan at no additional cost to me. Also, while speaking to their cusotmer service rep ****** and her supervisor ***, they laughed on several occastions, could not show me where it says " core vaccines" and also implied that a lyme vaccine was not vet recommended but she was not a vet. When I threatened a complaint with BBB they laughed and said " have at it".

  Business response

  06/16/2022

  Hello. At the time of services the owner signs and agrees to THE SERVICES BEING DONE. The vet will recommend other services, but the owner does not have to agree to them AS THEY ARE JUST SUGGESTED. In order to cancel the plan they have to pay a settlement fee for the services already rendered, per the contract I have attached. THEY DO NOT PAY ANY TYPE OF CANCELLATION FEES. All our calls are recorded and we treat our customers with respect WHEN WE WORK to resolve their issues.

  Customer response

  06/16/2022

   
  Complaint: 17430218
  
  I am rejecting this response because: The website does not say that not all of the vet recommended shots will be covered.  There are no asterisks, no fine print, it simply says ALL VET RECOMMENDED  SHOTS ARE COVERED.  The vet recommended the shots, I paid for the service, and the shot should of been covered.  In my original compaint I sent a screen shot of the website.  If you or the business can show me where it says that not all vet rccommended shots would be covered I will be happy to accept the response.  In part two of this complaint, I have 3 witness who listened  to the 2 UNCUSTMER service repgs and all 3 heard them laughing and basically saying too bad for you.  I am not going to pay  for the rest of the plan until I am reimbursed for the shots I was forced to pay for that should of been under the plan.  In addition, at no time did the vet on duty, who recommended the shots, advise that although my dog should have this shot, there would be an additional charge.  I was not advised of any additional charges until after the shot was given.  The webiste needs to be alterred, the pamphlet that is given when the contract is signed needs to be altered to reflect that some shots will not be covered.   
  
  Sincerely,
  
  *************************

  Business response

  06/21/2022

  Tell us why here...This client signed a contract that lists all the services that are covered and they are also given literature on this. Our website states: *Advanced diagnostics and treatment medications will be at an additional cost."

  Customer response

  06/24/2022

   
  Complaint: 17430218
  
  I am rejecting this response because:  There is nothing in this contract that specifically says that not ALL VET RCOMMENDED Vaccines will be covered.  The website, which I submitted and the business submittled clearly shows that ALL VET RECOMMENDED VACCINES ARE 100 COVERED.  The contract says subsequent vaccines, which would only include the 2nc lyme vaccine.  The first one should of been covered, and the flu vaccine should of been covered.  At this point I just want to be rid of the contract for the ramainer, not have my plan auto renewed and move on.  Everything has been paid to date as the receipst sent by the company clearly shows
  
  Sincerely,
  
  *************************

  Business response

  06/30/2022

  If you would like to cancel we would need for you to call ************** to speak to an Agent. 

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my cat in for care and was not told what was wrong with him at the visit-only later by email, the vet never spoke to me, information in the cats history is incorrect and after contacting customer care was told that they will not correct it. I asked about a medication given that was not recommended and was told they didnt have another option that wasnt a pill (the medication sent home was a different pill). No one would address my concerns and I was told there was nothing I could do as the vet refused to speak to me and they cannot change medical records. The changes requested were to the history, not medical records and the medication questions were never addressed. My cat is still sick and they offered no recourse at all. Very rude and not respectable at all. Should not be allowed to treat pets if this is the way it is handled.

  Business response

  04/28/2022

  -We didn't take her temperature because unlike the other cat she was not having issues besides skin issues and she did not feel warm to the touch. She however had a full physical exam from nose to tail including cranial nerve exam, eyes, ears, heart, lungs, skin, abdominal palpation, limbs, and over all health (I have been a vet for 13 years and I am quick at this however it is a full exam). I don't feel it needed to shove a thermometer up a stressed cats r***** unless it is absolutely needed.
  With Hope its notated that the owner stated he is an indoor/outdoor cat, when the owner spoke with the clinic assistant, she advised that he was an outdoor cat, before she rescued him and turned him into an indoor only cat. she would like this statement from the record.
  --response-- Seriously this is neither here nor there and when we are busy I write what notes I can remember into my part of the system. He was outdoor and then indoor so therefore at somepoint he was an outdoor cat. She was advised that they thought he had the start of upper respiratory infection and were going to send home with 3 days' worth of antibiotics, but one dose was administered at the clinic leaving just 2 days' worth being sent home
  --response-- This was 3 days worth of anti-inflammatories in order to decrease the fever and we gave one dose after ASKING her because it is oral and I wanted to be sure that he got it to feel better and an injection This was the antibiotics was also administered at the clinic at well.
  Per Owner looked up I am guessing ******* and saw that Convenia, is for skin infections and not upper respiratory
  ---response - Convenia is a third generation cephalosporin that can be used for skin and soft tissue, the only other antibiotic that we have on hand is an oral liquid that cats hate and capsules that are not cat sized (we have baytril which can cause dehydrated feverish cats to have kidney failure and we did not have simplecef at that time) so that was my option and I have used this MANY times in upper respiratory infections previously
  and Hope is no better than he was before. She advised that she had been trying to treat his eyes prior to bringing him into contact with the other pets in the household. Owner advised Hope was brought in to make sure the eye infection wasn't by chance scratched or anything more than that and there was no indication that anything else respiratory wise was going on with him. BOTH third eyelids are elevated!!! THIS IS NOT AN EYE PROBLEM. IT IS SOMETHING SYSTEMIC. That is what we tried to get through to the owner. His third eyelids are elevated because he has a severe fever and feels like c*** We said if he wasn't better to go to a full service clinic like we always do.
  Hopefully this shed enough light. Thank you.

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our pets received services from a VIP Petcare Clinic. When a technician ran my debit card, their system did not acknowledge it, but it cleared through my bank. I showed the technician and sent her the screenshot of the bank statement. She called customer service and was on hold while we waited for 30 mins with no help. I have called multiple times and emailed multiple times and continue to receive statements in the mail saying we still owe for the services performed that day. I cannot get customer service to email me back and I wait 25+ minutes each time I attempt to call. I have emailed the screenshot to accounting of the debit payment clearing and get no response.

  Business response

  09/18/2021

  Good morning,

  I have contacted you to discuss the duplicate charges via email as our phone queue has not opened.
  

  I will give you a call if I do not receive a response by the end of the day.

  Thanks,

  Customer response

  09/18/2021

   
  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,
  
  ***** *******

*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. ↩