ComplaintsforPets Best Insurance Services, LLC

• Initial Complaint

  07/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had pet insurance through this company when I was employed as staff at a university. When I transitioned out of a staff role to a student role, this benefit should have ended. I didn't realize that over the course of the last year this company had randomly been taking amounts pretax out of my paycheck both from a unbenefited position as a student worker and from my student stipend. This was not withdrawn from my account in any orderly fashion, sometimes it was taken out twice a month and sometimes not for four months. I am requesting that this company refund me what they have withdrawn from my account without my permission the last year when my group benefits were no longer active.

  

  Business response

  08/16/2024

  Please see attached PDF for Pets Best Insurance's response to this matter. 

  *************************
  Compliance Manager
  Pets Best Insurance

• Initial Complaint

  07/16/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Consistently drag their feet with the larger claims and have zero accountability. If you call and wait the lengthy hold times to speak to one of their "agents", which is the only way to contact them, they simply spew scripted responses and do not actually give any answers or provide any customer service. If they do go off-script, the answers vary from one "agent" to the next. Supervisors and managers are not available and are probably equally useless. Awful. Why are they allowed to operate with impunity?

  

  Business response

  07/28/2024

  Please see the attached PDF file for Pets Best Insurance's response.
  
  Thank you, 
  
  *************************
  Compliance Manager, Pets Best Insurance

  Customer response

  07/28/2024

   
  I am rejecting this response because:
  
  They only processed my claims AFTER I filed a complaint. This is unprofessional and ugly. So my claims are processed but the issue of Pets Best not operating in a timely or accountable manner is unresolved.
  

• Initial Complaint

  07/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to file a formal complaint against Pets Best Insurance regarding the handling of my recent claims for my dogs medical treatment. My experience with their service has been deeply frustrating and unsatisfactory.For the past three months, I have been in constant communication with Pets Best Insurance, often calling them twice a week, to ensure the resubmission of claim #*******. This claim was eventually resubmitted as claim #******* after extensive back-and-forth. Despite my persistent efforts, Pets Best denied many of the benefits associated with this claim, citing an alleged pre-existing condition.This assertion is unfounded and incorrect. My dog was first diagnosed with a mass tumor on February 23, 2024, which prompted me to submit claim #*******. This initial claim and other claims that submitted before and after the surgery for the exact same illness were reimbursed without issue. However, when the claim (*******) was resubmitted falsely by ******** again as duplicate, as claim #*******, it was inexplicably denied due to an alleged pre-existing condition. The inconsistency in their decisions is both confusing and unjustified.Furthermore, Pets Best denied coverage for other services my dog received during surgery, such as dental care, which is not related to any pre-existing condition. These procedures were necessary and unforeseen, diagnosed by the vet during the surgery itself.Pets Best has held my money for three months, providing me with nonsense excuses and causing significant stress. As a pet owner, I insure my dog to ensure peace of mind, not to add more daily stress. Additionally, these constant back-and-forth interactions have cost me money, as I had to take time off work to call them and follow up on my claims.I request that Pets Best provide concrete proof that these conditions were pre-existing or reimburse my money. Their handling of my claims has been unfair and inconsistent, and their denial of coverage is unjustified.

  

  Business response

  07/28/2024

  Please see the attached PDF file for Pets Best Insurance's response.
  
  Thank you, 
  
  *************************
  Compliance Manager, Pets Best Insurance

  Customer response

  07/31/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
  
  Thank you. 
  

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On July 8th, I logged into my Pets Best insurance account to change my address from ************* to ********** due to an upcoming move. However, on the morning of July 9th, I received an email stating that my policy had been cancelled. I contacted customer service that same day, and they assured me they would resolve the issue. On July 10th, I received an email confirming that I now have a new Pets Best insurance policy.Today, July 11th, I logged in to check my policy details and discovered that my previous deductible balance had been reset to zero. This means that my new policy requires me to accumulate deductibles from scratch. I don't understand why changing my address resulted in this reset. I've been paying premiums since November 2023, and now it seems that simply updating my address has caused Pets Best to negate all my previous deductible payments. This effectively means that Pets Best can avoid co-paying claims by resetting deductibles whenever a client changes their address.I feel defrauded by this practice, and I couldn't find any information about Pets Best on the Better Business Bureau (BBB) website, which further raises my suspicions.

  

  Business response

  07/22/2024

  Please see Pets Best response to BBB Complaint attached in PDF File, 

  Thank you, 

  *************************
  Compliance Manager, PBI

• Initial Complaint

  07/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been a policyholder with Pets Best for my dog for the past two years. Recently, I contacted Pets Best to request the addition of wellness coverage for my dog's vaccines and upcoming neutering. The representative informed me that I could not add this coverage to my existing policy. Following this call, I went online and added the wellness coverage myself, unaware that this action would cancel my old policy and create a new one. This change occurred within the same day, during which my dog never experienced a lapse in coverage. Despite this, Pets Best is now stating that because I initiated a new policy by adding wellness coverage, they will not cover any pre-existing conditions that were covered under my first policy. Consequently, they are declining coverage for conditions that my dog had under the original policy. Pets Best claims to have a voice recording of my initial call, allegedly stating that I was informed that opening a new policy would not cover pre-existing conditions. However, this was never discussed during the call, and they have refused to release this recording to me. I strongly believe that the recording will not support their claim, as I would never have opened a new policy knowing that my dog's skin condition would be excluded. Since February 2024, Pets Best has denied coverage for my dog's medical needs, despite my consistent monthly payments and the fact that there was no lapse in coverage. I have requested that they merge the two policies, given the continuous coverage, but they have refused to do so. Their representatives have been extremely rude and unhelpful over the phone and through email, offering no resolution to this issue. As a result, I am now facing veterinary bills that I cannot afford, and Pets Best refuses to honor their commitment to cover these expenses. I seek assistance in resolving this matter and ensuring Pets Best upholds their responsibility to provide the coverage for which I have been paying.

  

  Business response

  07/09/2024

  Our business name is Best Pets LLC.

  I am assuming this complaint is intended for Pets Best Insurance?

  We are not an insurance provider, we are independent pet store in *************, Mn.  I have no affiliation with the customer who filed this claim.

  

  Business response

  07/23/2024

  Please see the attached PDF file for Pets Best Insurance's response to BBB Complaint ******** for ***********************. 

   

  Thank you, 

  *************************
  Compliance Manager, Pets Best Insurance

  Customer response

  07/24/2024

  I am writing to express my extreme dissatisfaction with your recent response regarding my policy and the issues my dog has been facing. Frankly, I feel deeply misled by your company, particularly in relation to the handling of my claims and the status of my pet's health coverage.
  
  Firstly, I was never informed that opening a new policy would retroactively classify my dog's existing issues as preexisting conditions. This means that crucial medical expenses, which I previously expected to be covered, are now being denied. This sudden change jeopardizes my ability to afford necessary care for my dog, which is completely unacceptable.
  
  Moreover, I find it troubling that your representatives have not adequately addressed my concerns about the integrity of your records and the transparency of your communication. It appears that crucial information was withheld or misrepresented, leading to a situation where I am now facing significant financial strain due to unexpected out-of-pocket expenses.
  
  I must emphasize that the lack of empathy and clarity in your responses has only reinforced my perception that your company operates with a disregard for the well-being of your customers and their pets. It is deeply disappointing to feel as though I have been misled and subsequently abandoned in a time of need.
  
  Given the circumstances, I am requesting either a full refund or, at the very least, proper reimbursement for the claims that have been unfairly denied. I urge you to rectify this situation promptly and provide a satisfactory resolution, as further delay will only exacerbate the hardship I am currently facing.
  
  I expect to hear from you at your earliest convenience to discuss how we can proceed to resolve this matter effectively.
  

  

  Business response

  07/28/2024

  Please see the attached PDF file for Pets Best Insurance's response.
  
  Thank you, 
  
  *************************
  Compliance Manager, Pets Best Insurance

  Customer response

  07/29/2024

  To be absolutely clear: you are doing nothing to address this issue. You refuse to provide any information that could resolve this case, and you have the audacity to claim that a phone call you supposedly had with me included a statement that opening another claim would render it pre-existing and exclude my dogs issues from coverage. If you had actually said that, I would never have proceeded as I did. Your refusal to release this information, despite my reports of your negligence, demonstrates your blatant disregard for my concerns. Its clear that youre just a money-grabbing scam. 
  
  I am not satisfied with your inaction and lack of responsiveness. I demand access to the recording of the call and all supporting documents you claim to have. I will continue to report this company until you provide a satisfactory resolution, not just for me but for all the other customers youve scammed. I have spent hundreds of dollars on your insurance, and its unacceptable that you havent even had the courtesy to have a representative call me directly or refund my money. Instead, youve done nothing since I opened the new policy. I would rather you deduct the small reimbursements that you have given and return my money in full. But Im sure you wont, because its clear who benefits herecertainly not me.
  

   

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had Pet Insurance with Pets Best for about a year and recently upgraded to a less expensive plan with more coverage through my employer. I have called several times, and been left on hold for over 10 minutes at a time with a repetitive IVR saying "reconsider canceling". ***I am not interested in reconsidering and simply wish to cancel my policy.*** Businesses should be required to allow customers to cancel at any time without any hassle, themselves, through an online portal. Having to dedicate hours of your time in hopes someone will pick up a phone is exasperating.

  

  Business response

  07/17/2024

  Please see attached PDF File for response to BBB Complaint for *******************************. 
  Thank you, 

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I submitted a very simple, routine claim on 6/4/2024. It has been over a month with no movement whatsoever. I get no explanation when I call. The most useless pet insurance company Ive had the displeasure of dealing with.

  

  Business response

  07/16/2024

  Please see Pets Best response to BBB Complaint attached in PDF File. 
  Thank you, 

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

  Customer response

  07/17/2024

  I am rejecting this response because:

  After filing a complaint with the BBB and receiving a very late response from the company (they were issued a second notice) I received an email with excuses that didnt factually fit my case. I informed the person this was untrue statements and a few hours later, after sending my evidence that they lied, I was retaliated against and my claims for repayment under their ambiguous language policy was denied.

  
  

  

  Business response

  07/25/2024

  Please see the attached PDF file for Pets Best Insurance's response.
  
  Thank you, 
  
  *************************
  Compliance Manager, Pets Best Insurance

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Having multiple dogs, we take pet insurance seriously. However, its frustrating to have insurance that takes so long to actually help you. Weve submitted multiple claims on June 1st and made all requested corrections immediately. Nearing 28 days, we have yet to get any response. This concerns me for my larger accident claim on June 15. Insurance is suppose to help make caring for our pets easier. However, these long waits are putting us in a tight financial situation. While the rate for pets best is great compared to others, the turn around time is insanely unhelpful.

  Customer response

  07/09/2024

  Hello!
  
  The company resolved all pending claims, including the more recent one.
  
  ********
  

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Once pet med coverage is removed (even if by accident) you cannot add it back to your pet insurance plan. I have contacted the company multiple times explaining my error during my online enrollment. The company continues to argue there is "no way to add it back". It seems ludicrous to me that there is no way to add it back. They simply don't want to add it back for the costumer even in the case of a mistake. I would switch companies, but then any prior claims will not be covered under a new company. They have strong armed me and I just wanted to file a formal complaint to someone who may be able to help. Thank you for your time.

  

  Business response

  07/02/2024

  Good afternoon,

  Please see attached PDF File for Pets Best Insurance's response to this matter.

  Thank You,

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I've contacted petsbest numerous times regarding a claim they never completed. I never received reimbursement. This claim is from May and I require a email from them to put this issue to rest. I pay $80 a month for thier pet insurance- calling them 3 times to get $70 to pay down a $400 vet bill isn't acceptable,and isn't good business. The check they mailed never came, I called and updated my routing number- the deposit never came. I called and they said to be patient and that the funds would show up in 2 days.- I'm still waiting its 6/24. I require imbursement this week: 6/24-6/28. PetsBest, you can reach me by email.

  

  Business response

  07/01/2024

  Good afternoon, 

  Please see the attached PDF File for Pets Best Insurance response to this matter. If there is anything further, please do not hesitate to reach out. 
  

  Thank You, 
  

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

*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. ↩