ComplaintsforPrudent Pet Insurance Agency, LLC

• Initial Complaint

  06/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  June 12th around 7:30 ish my cats were locked on for the night. My roommate ****** let both cats out and went to bed, without saying anything. I noticed, the got Ajax back and ***** ran around the next bldg over. She disappeared. Normally she'd come back in a few. She never came back. I updated all the animals chips - three different providers, Kimba was with Avid. I posted lost cat on apt web site niebors offered to keep an eye out. The apt office was told and the workers. Three days later I saw a white cat on the road coming from town Square halfway home by the 520 hwy and 148th Street near where the ********* complex starts roughly **** miles from home, also the direction of my cats desired direction to go. I was not able to stop. It was rush hr and the cats upper part was torn off missing. ***** was a Ragdoll fluffy cat, this was the same. I said that was our cat! I called Prudent Pet the story but told I woukd wait longer to cancel incase wrong. Well I wasn't and they said they never have handled a death claim before. But woukd seek advisement of superiors. Today was the 29th of June. They said the best they could do was spray or stolen Pet and wanted a ****** ******* My landlord just rewrote my least with ***** and knows the story. But they wanted a ****** ******* I said that's ridiculous...what I am I going to report. My cat got hit by a car, (truck or Bus) that I didn't see?! That's stupid...yeah I know! It's what I told them. So I canceled all my policies, because they didn't honor their claim for *****. I feel ripped off and terrible. Typical put hurdles. I looked everywhere for my cat for weeks, morn, day, night. She had a fixed collar and metals and chip. No one called all that time. This cat was approachable and nice. It wasn't a possum, I know what a fluffy white cat looks like and the timing! I can get the Horrible sight out of my head and feel bad and depressed. They don't want to pay up! The *****. I didn't even know about that till after I had trouble getting them to answer calls with filled full mail box, hanging up. I believe it's intentional and have read similar review s on them. I want what they insured the cat for. The cat is dead. I walked with my Beagle to to site and beyond and never found the head or collar, the site was cleaned up gone before I arrived. But looked on the way up and back home. This cat was smart and could open my car door from inside or the apt front door. She was also good at finding here way back home. It's wooded and 10 foot fenced where I live. Many things could get her but I know it was her on the street. My roommate knows it too ******. We both have accepted she's dead.****** don't necessarily make it easy to get a report once made and they know this. Besides unless you see someone do something wrong,, then you have nothing to ******* ****** don't make dead cat reports it's not there ***** Or dead squirrel on the road. I want them to pay up! For the callousness and deception. I was genuinely upset the entire calls with them. Shame!!

  

  Business response

  07/13/2023

  I responded to this complaint via email on 7/6/2023.  Is there an update please?  Thank you!

  Customer response

  07/13/2023

   
  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,
  
  *********************

  Customer response

  07/20/2023

   
  Complaint: 20257729
  
  I am rejecting this response because:
  Prudent Pet didn't live up to what they offered me,  as a settlement.
  
  I was offered in *** of ******** dead animal benefit.  Under Strayed or lost ****** settlement plus on top cost of the cat Kimba or *************** fee of 150.00
  
  This was Reguardless of what the Company Polices might be...basically waving the police report requirement. 
  
  They got back with and my suspicions were correct I got a check for ****** what I paid for Kimba...she was listed at ****** with Papers. WE got her for ****** and that was the unpaired price. The recpt was a large posted showing paid ****** after almost years it was thrown away. But ***** and ******* were fine with paying the *** price of ******
  
  They tried to make only up to 500 if cat was more. That wasn't the agreement it was the full ****** on top of the cat cost.
  
  I told it's there offer, and not alright to try to get away with paying a fraction. When asked to read the offer she changed the wording and I said that's not how it reads. Your changing what was offered. ******** Refused to read it as written.
  
  I said you have a lot of complaints listed about not wanting people. If I knew I would have never used you. She claimed not to be that way. 
  
  I said yes you are, just pay up what you offered...it's your offer. 
  
  So the ** will contact me shortly. I prefer ********************* the CEO.
  
  I knew some was up with offering the cat Price. I was Right. They are not Honorable. They know ***** was run over my apts at ********************************************* Knows about it. Took her off my lease and had me post her lost...but I found her dead.
  
  They never called her.  Because they know it's true. I have her license tags and no cat it's over a month. Kimba 3 days later heading the direction she liked was killed slightly over a mile away. 
  
  I couldn't stop my car in rush hour, so I walked with my Beagle Bambi there...she has Cadaver dog abilities.  We couldn't find the body and there was no head, neck, shoulder with front leg.
  
  I looked all over and on way back.
  So what ever hit her lots of Buses by Microsoft,  truck or multiple cars.
  
  She was completely gone.
  
  I brushed my cat everyday,  so she woukd knot. I know a white ******* Siamese like her a Ragdoll
  
  I just want them to pay up as Agreeded and don't want to. This victimize me unnecessarily. I feel bad enough and some commented today on ring under my eyes. I feel bad.
  
  Do you think I don't know my cat when I see her!
  
  Think about why this benefit is offered in the 1st place. Nobody wants insurance typical games.
  Sincerely,
  
  *********************

• Initial Complaint

  05/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for pet insurance on 5/12/22 with ******, nice & professional agent. I asked her about $15 Amazon e gift card with a quote offered & she was going to look into it to make sure I received it. I called back later that day to ask a female in customer service about ******** called me back & left a voicemail that I didnt qualify. My employer offered this pet insurance & the gift card & a promotion to sign up. If theyre not going to honor it. I can go to another insurance & cancel this one. Theyll loose business. They should honor their promotions.

  

  Business response

  06/03/2022

  Dear BBB and ***************************************,

  Thank you for your feedback regarding this matter.  Unfortunately, we do not offer promotions as those are highly regulated by each state's department of insurance. 

  I'm wondering if you may have confused our referral program with a promotion to be paid when you purchase a policy.  We have a referral program where if you are a policy holder, you will be awarded a $15 Amazon eGift card for referring a friend or family member to get a pet insurance quote with one of our agents.  All your friend or family member has to do is provide us with your name and email saying that you referred them and we will pay out the gift card.   You can read about our referral program on our website at https://www.prudentpet.com/customer-referral/. 

  My Customer Support Supervisor explained our referral program to you over the phone, but we are happy to discuss further with you if you have questions.  I honestly think you misunderstood our referral program to be a gift card paid to you for purchasing instead of a gift card paid to you if you referred a family or friend to get a quote with one of our agents. Also, if your employer had a promotion, then you would have to get the gift card from them.  This would not be a Prudent Pet promotion.  We are not allowed to pay you a gift card to purchase a policy. 

  I sincerely apologize for the misunderstanding.  I see that you did take advantage of our 30 day money back guarantee and received a full refund when you cancelled on 6/1/2022.  If I should be of further assistance, please do not hesitate to reach out.  Thank you and we wish you and your pet Oreo the very best of health.

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

  AVP Operations

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

*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. ↩