Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:05/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  PetcareRx charged me an annual membership fee without informing me at all. I never received receipts or notifications the membership was coming up for renewal. Further, I used their service one time in March 2021 and never again after that. Yet they never questioned charging a membership to an inactive account.

  Business Response

  Date: 05/06/2025

  Good day.

  Thank you for the opportunity to address this matter. Please note that our membership program includes an annual renewal fee, which is automatically processed on the anniversary of the initial enrollment date to ensure continuous service. We spoke with the client regarding this renewal fee on 5/5/2025 and the membership was canceled and refunded. If there are any additional concerns or if any further clarification is needed, please contact a member of our ************* Team for assistance. Thank you!

   

  Best regards,

  PetCareRx

  Customer Answer

  Date: 05/06/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  **** *********
  
  
  
   
  
  

• Initial Complaint

  Date:03/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have two German Shepherd dogs, Judges and Jericho. I previously signed up for the PetCareRx Pet Plus Member (PetPlus ID: ********** with Judges and paid the membership for one dog at the advertised rate of $49.99 annually on June 12, 2024. On February 28, 2025, I added Jericho to the membership by adding 1 pet at the advertised rate of $49.99 annually. Thus, I would have 2 dogs on the plan, Judges and Jericho. However, PetCareRx charged me $238.15. I called customer service on February 28, 2025 and spoke with ***** ******. He noted the charge mistake and told me I would receive an email confirmation and my credit card would be reimbursed. On Friday, March 7, 2025, I called again and spoke with ******* who confirmed that my account notes stated a refund of $188.15 would be reimbursed to my credit card within three business days. On March 13, 2025, I called for a third time and again spoke with *****. He confirmed my account was to have a refund of $188.15 and would be reimbursed to my credit card and I would receive an email confirmation that day. As of today, March 18, 2025, my credit card has not been refunded and I have not received any email communication, even though customer service representatives have promised this multiple times.

  Business Response

  Date: 04/01/2025

  Good day,

  When the client initially enrolled in the ******* membership, the fee structure was $139.95 for the first pet and $100 for each additional pet. As a loyalty benefit, the customer's account had been grandfathered in at a rate of $49.99 per pet. However, any modifications to the account would cause it to revert to the original renewal fee.
  
  Upon being notified of this discrepancy, we honored the renewal price of $49.99 (plus applicable taxes) per pet. A refund of $148.50 was issued on March 20, 2025.
  
  Should you have any further questions, please contact our customer care team. Thank you for bringing this to our attention and allowing us to address your concerns.
  
  

  Customer Answer

  Date: 04/04/2025

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***** *********
  
  
  
   
  
  

• Initial Complaint

  Date:03/18/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Pending charge from ******* RX for $54.11 3/18/25. I did not place an order since 2/2024. When I called PetCareRX , was informed that's an annual membership fee. I did not agree to this annual fee, and it is not showing I'm a member of PetCare Plus. Annual fee on their website is actually $139.95, so this charge is bogus. I hope to receive a refund in 3-5 days.

  Business Response

  Date: 04/03/2025

  Good day,

   

  Following a review of the referenced account, I found that the charge of $54.11 was for the annual renewal of the ******* membership. As a loyalty reward, this account was grandfathered in at a rate of $49.99 (plus applicable taxes), while the standard membership price is $139.95.
  

  I also noted that the customer contacted ********************, and the membership was subsequently canceled and a refund of $54.11 has been issued.
  
  Thank you for allowing PetCareRx the opportunity to investigate this matter. Should you require additional assistance or have further inquiries, please do not hesitate to contact our ************* team.

• Initial Complaint

  Date:10/23/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 8/7/2024 I ordered 4 bottles of Reconcile from PetCareRx for my dog, Canoot. The total cost was $126.82. Order # ********* I placed them in a cabinet with only dry dog food, cans, etc. Nothing that would cause moisture. Bottles 1 and 2 were fine. When I opened bottles 3 and then 4 I found that they had started to desiccate. The pills were crumbling and pasty. I called customer service at ********************** and spoke to ****** ******* who told me she would check with their pharmacist about the issue, but I would likely not receive a refund because the medication was ordered back in August. She indicated that 2 months prior was too long ago to make a complaint and request a refund. When I questioned this, she continued to say the same thing, that my order was too old to be considered. Also, the medication was now on back-order. Per her request, I submitted photos of the 2 bottles of pills with their content, showing they were crumbled and pasty. I sent the pill photos to my vet who responded that 1 - the pills had gone bad, 2 - they should never have deteriorated in that short of a time and 3 - they should not be used. I had to ask my vet had to send a prescription to *********, my pharmacy, to have the prescription filled immediately with human medications (which is not the same dosage as for dogs) because my dog cannot be with this medication. I then had to order a new prescription, this time from PetCareRx's partner *******. These bottles were new and sealed by the manufacturer. I then received a call from *** ******* saying that they would refund me approximately $26 for the bad pills. Cost for those was actually $63.41 (half of the payment I made). I have contacted *** ******* twice since then and I still have not received any refund or response.

  Business Response

  Date: 10/23/2024

  Good day,

   

  Thank you for allowing PetCareRx the opportunity to address the concern. The client reported receiving 2 bottles of medication that were unusable. The representative that assisted the client contacted the pharmacy to be advised how to proceed. Unfortunately, there was a miscommunication and a merchandise credit was issued to the client's account instead of a refund being issued. A refund in the amount of $30.98 has been issued to the method of payment on file. We deeply apologize for any inconvenience that this may have caused. If you have any additional questions or concerns, please contact a member of our ************* team at **************. Thank you and have a great day!

   

  Best regards,

  ***** *.

  Customer Answer

  Date: 10/23/2024

  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 and the matter has been resolved monetarily.  
  
  Sincerely,
  
  ******** *******
  
  
  
   
  
  

• Initial Complaint

  Date:08/23/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i had a charge on 6/20 for ***** i never got it, so they said they refunded me and i never got my order!!!

  Business Response

  Date: 08/23/2024

  Good day,
  
  Thank you for allowing us the opportunity to address this concern. The customer contacted ******************** regarding two orders that were marked by the carrier as delivered, however the customer had not received them. A refund for both orders were processed on 6/24/24 and 6/26/24. The customer then contacted ******************** on 6/26/24 regarding the autoship order that was processed on 6/20. We attempted to contact the customer and left a voicemail informing her of her options. However, there was no further communication from the customer. To promptly resolve the customer's concern, we will proceed forward with issuing the requested refund. If there are any additional questions or concerns, please contact our ******************** at **************. Thank you!

• Initial Complaint

  Date:07/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed this year that I was charged ***** from a petcarerx. I never authorized this charge and looked back at the account and noticed I made a purchase one time for a dog bowel from the company and then noticed I had a subscription that I never signed up for. I was charged two times for ****** for a subscription that I did not authorize I called customer service and they said they gave me a free year of a pets plus service with my purchase and I was suppose to cancel it if I did not want it. I told her that I did not even know about it and I just wanted the one time purchase. She refunded this years purchase but refused to refund the other purchases totaling ******. I was not happy I contacted my credit card company and they were able to dispute last years but not the 2022 charge. So I am out ****** which is not fair seeing I never even agreed to this subscription in the first place. I am not the only one and this company should refund all charges and make this right.

  Business Response

  Date: 07/16/2024

  Good day,

  Thank you for allowing PetCareRx the opportunity to address this concern. We have reviewed the customer's account and identified that the customer was enrolled and received a complimentary year of access to our PetPlus benefits program. Our benefits program will automatically renew each year unless the customer initiates the cancellation. Since the customer did not utilize any of the benefits, we will oblige the request to issue a full refund for the ****************************************************** concerns, please contact our customer service at **************. 

  Customer Answer

  Date: 07/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because: 
  I did not know when I made the purchase I signed up for a recurring membership. I was charged for 2022 ****** and 2023 ****** and I think ***** for 2024. I spoke to csr and she said she was sending a physical check for 2022 ****** and I tried to dispute the 2023 but **** said they only do up to 90 days I called to get the other ****** refunded for 2023 but she said they could not do that not sure how you can refund 2022 but cant also do 2023. I a another ****** check.
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 07/30/2024

  Good day,

   

  Thank you for allowing PetCareRx to address your concerns. Initial when the client contacted us, the request was for a refund of the 2022 annual renewal fee for the PetPlus membership. The client had already been issued a refund for the 2024 renewal fee and as per the client's own admission, the renewal fee from 2023 was disputed with their financial institution. As per the Pet Plus Terms and Conditions, the annual renewal is automatic unless the client initiates contact to cancel it. As an accommodation the client's request was obliged and the 2022 renewal fee was refunded. At this time due to the dispute being denied we will extend the accommodation and issue a refund for the 2023 renewal as well. If you have any additional questions or concerns, please contact our ************* at **************. Thank you

  Customer Answer

  Date: 08/01/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:07/08/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear *** or Madam I recently received an email from PetPlus <****************> that they know that they cannot collect the amount of ***** payments for the protection of the pet,I have NEVER done such protection and I have NOT authorized such a thing.I ask that the entire sim be returned to me.Thank you The victim of PetPlus <****************>***************** I have attached a blackmail email from PetPlus <****************>*****, Urgent pet information needed Jul 5 at 4:30 PM PrintRaw message PetPlus <****************>To: ************************ PetPlus Logo Hello *****,Unfortunately we can't seem to charge your credit card ending in ******************** The amount of $***** will keep your pet protected for another year. When you renew, you protect your pet and your wallet with benefits of over $300. Did you know that 24/7 phone support is $99 a year saving alone. It is important that your pet stays protected so please click below and update your data. ************************************************************************* You can also call at ************** at your earliest convenience.We look forward to a healthy year! Thank you, PetPlus Customer Support CUSTOMER SERVICE Speak to one of our pet specialists Toll-Free: ************** ************* *********************************** HOURS OF OPERATION M-F: 8am - 8pm EST Sat: 9am - 6pm Sun: 9am - 5pm PetCareR

  Business Response

  Date: 07/08/2024

  Good day,

  Thank you for this opportunity to to address the clients concern. After review of the client's account, it was identified that an order was placed on 6/5/2023 and at that time the client was offered a complimentary year of the PetPlus benefit program. If the client doesn't initiate a cancellation the membership will attempt to automatically renew as per the Terms and Conditions that was provided via email at the time of the enrollment. When the automatic renewal was attempted it was declined and we have since canceled the client's account in it's entirety. If there are any further question's or concern's please do not hesitate to contact our **************** team at **************. Thank you!

• Initial Complaint

  Date:07/03/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a certain item pet carrier. They sent a similar pet carrier but NOT the one I ordered Called and told them this is not what I ordered they rep told me the warehouse didn't update the picture, I had to pay my own postage it was nonrefundable for their mistake. Even the email confirming the order I placed was the one I had ordered. No email or commination of any Kind to tell me that what I had ordered was no longer available. When I called in to return it the rep said sent it back by any mail of your choice, which did sound weird. I sent it back the cheapest way reported this to them and the rest is in my complaint. They did refund the price of the pet carrier, but I would like the postage paid also since it was not what I ordered and the mistake was on their end.

  Business Response

  Date: 07/08/2024

  Good day,

  Thank you for allowing PetCareRx the opportunity to address the client's concern. Manufacturer stock photos are used to provide a visual representation of the product. Unfortunately, there are times where the color of a product may not be accurately represented. Due to this being an oversight on PetCareRx's behalf, we have issued a refund check to the client in the amount of $43.00 which is the reported amount paid for postage as per the client. If there are any additional questions or concerns, please contact our ************* at **************

  Customer Answer

  Date: 07/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  I did not receive the check yet.
  
  *********************************
  
  
  
  
   
  

  Business Response

  Date: 09/26/2024

  Good day, 

  Thank you for allowing PetCareRx the opportunity to address this concern. When the complaint was originally submitted, the customer was contacted and a request for a refund check was submitted to our processor. Unfortunately, due to technical issues we experienced a delay in processing the payment. However, that has since been rectified and the refund check was mailed to the customer. If there are any additional questions or concerns, please do not hesitate to contact our ******************** at **************. Thank you!

  Customer Answer

  Date: 09/26/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ******** ********
  
  
  
   
  
  

• Initial Complaint

  Date:06/25/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Petcare Rx charged ****** to my account unauthorized (which is double the amount of the medicine costs) . I spoke with a cust service rep that was supposed to cancel before sending. I spoke to another after they charged my account and shipped same day. I spoke to a total of 4 cust service reps that day. They said I would have to return items and they were issuing a rush on refund. 15 days later they still have not refunded. They received the items back last week and signed for it. My bank closed my card due to this being fraud. Petcare Rx did not notify me that they could not refund that same account, they waited for me to contact them. They refused to refund me to my new card. They said they would mail a check which will then take 10 more days.

  Business Response

  Date: 06/27/2024

  Good day,

  Thank your allowing PetCareRx to address this concern. The client placed an order which was on a temporary hold from processing. The order was mistakenly released, processed, and shipped. When the client informed PetCareRx that she received a shipped notification, we immediately contacted the carrier to initiate a "Return To Sender". We advised the client upon receipt of the return a full refund would be issued. When PetCareRx attempted to process the return the credit card on file was no longer valid. Since our systems do not have the capability to refund a credit card that has not been charged, we processed a refund check for the full amount and mailed it to the client expedited for next day delivery. We apologize for any inconvenience that this may have caused. Thank you.

• Initial Complaint

  Date:06/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered heartworm and flea and tick preventative from PetCare RX in January of 2024. After placing my order, I received an email saying my vet approved only part of my order. I called my vet and said they approved a full year, so I contacted PetCare RX to ask what part was supposedly not approved. It turns out that the whole order was approved, but PetCare RX couldn't fill it because they did not have enough of what I ordered; I ordered a year's worth of preventative but what they had would expire in October. They told me they would keep the refill on file so I could come back and order more later in the year. I was frustrated because the whole reason I chose to use the company was because with the discounts available at that time, buying a years worth of the medication was cheaper than their competitors. They would allow me to fill the rest of my order at a later date, but of course, they would not honor the January price. When it came time to refill the preventatives in May, I once again went back to their website, intending to have the rest of my original order filled. Instead of being able to just order more based on the original prescription, per their communication, they were going to require a new prescription. Additionally, their prices were significantly higher than their competitors by this point, so I chose not to refill through them and thought that would be the end of it. Sadly, it was not. They have called me SEVEN times in 11 days, sometimes twice in one day, and left a voicemail every single time. There is no way to opt out of calls from your account settings, and blocking the number still allows them to leave voicemails. Changing the phone number also doesn't stop the calls. I used their chat feature on the website on June 17th to request they stop calling and was told my number would be placed on their do not call list. Nonetheless, by today, June 24th, they have resumed the robo calls. I just want the calls to stop.

  Business Response

  Date: 06/27/2024

  Good day,

  Thank you for allowing PetCareRx to address this concern. Our automated system will contact clients who have not placed an order for an extended period of time and have available refills on file. We have reached out to the client and updated her profile so that she won't receive any further contact. We apologize for any inconvenience that this may have caused.

  Customer Answer

  Date: 06/28/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************