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Complaint Details
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Initial Complaint
01/05/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On January 24th, **** Petcarerx taken $154.00 dollars from my account. I had talked to customer service and asked them to delete my account information and also sent an email because I did not want to do business with them anymore in 2023. I am a senior on a fixed income and cannot afford for them to take money. I assumed that my account had been deleted. I have not received anything concerning an order or what they are charging me for. I would like for them to refund my $154,00.Customer response
01/05/2024
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,
***************************
My complaint has been resolved Petcare will refund my money. Thank you for any assistance you have rendered.
Initial Complaint
01/04/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On 1/3/24 I have noticed a charge of $107.79 that i did not recognized. After contacting my bank (TD) I was told that the same charge was processed on 1//3/2023. I have contacted the company and spoke to ***** (refused to provide last name) from a phone number **************. After explaining my problem, she said that I signed up for some promotional program when I ordered food for my pet in 2022. When I explained that I have not signed up for anything, she explained that promotional price was part of the program and the offer was in the order confirmation email. Since they have not received my cancelation within 72 hrs, I was included in the program and charged $107.79. After explaining that my pet died few months later, and why would I sign up for something that requires a payment of $107 to receive $5 discount, ***** said that i should have informed them about it. I asked for a refund of all charges, however, she said that they will return the current charge from ****, but not for 2023 and she will not be intimidated or bully by anyone and hanged up.Business response
01/11/2024
Good Day,
Thank you for this opportunity to address our customer's concerns. We were able to speak with *************************, and we have been able to resolve this issue. If the PetPlus subscription is not used then a customer may contact us at any time to request a cancellation and refund if there was a recent charge.
Thank you
**************
Customer Care Manager
Initial Complaint
11/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was called on 2/26/21 to enroll in **************** Rep said she would waive only enrollment fee of $99. Asked what other payments I would need to make. She assured me there would be none. I was charged $139.95 on two occasions, one on 2/26/22 and another on 1/30/23 for a total of $279.90. I never signed an agreement or received an invoice. Company offered to refund me $8.08.Business response
11/29/2023
Good day,
Thank you for the opportunity for allowing us to address the concerns of ************************
The terms and conditions of the *************** guarantee is as follows: At the end of the year, if a pet parent does not save the amount paid for the plan at the beginning of the year, then the pet parent may choose to receive a refund for the difference if opting to not renew, or apply the difference to the renewal amount. In this case, *********************** has cancelled her enrollment with the renewal set for January 30, 2024. At the end of the year, a refund us due. As a courtesy we may extend a request for a refund pending an approval as this is outside normal process. We with contact *********************** with the final answer.
Best Regards
****** *
Customer Care
Initial Complaint
10/31/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
My wife ordered meds in late 2018. She received a hard sell for the PetPlus membership. She declined. Then we goofed by not noticing we had a $50 credit card charge on 11/29/2018.She never ordered anything from PetCareRX again. Checking her account at ********************** the following unapproved charges have been made to our CC:On 11/29/2018 we were charged $50. On 12/29/2019 we were charged $99. On 11/29/2020 we were charged $99. On 11/29/2021 we were charged $99. On 10/24/2022 we were charged $99. On 10/24/2023 we were charged $99. We never received any notification we were being charged for PetPlus membership. Again we should have been checking our CC bill closer.PROBLEM: Note that the billing date keeps moving resulting in some years having only 11 months instead of 12 for the membership. This seems fraudulent unless we were notified. We were NOT.The first level customer service folks were nice and helpful. They easily refunded the 10/24/2023 charge. Then when I explained the situation they quickly agreed (without me asking) to also mail a check for the 10/24/2022 billing.OBSERVATION: Because I was quickly given a refund for last year (10/24/2022) I think this is common complaint. PROBLEM: I asked to speak with a supervisor and was told one would call me. They never did. RESOLUTION: I think we deserve a refund for the other years for a total of $347 as my wife never agreed to the membership (we never pay for those) and I am positive PetCareRX can not produce any documentation proving she agreed to the membership.WARNING: Check your credit card statement carefully. You may get a PetCareRX membership whether you want one or not.Business response
11/29/2023
Good Day,
We have received the concerns expressed by ***** and ************************** We were contacted about the charge for the PetPlus enrollment. Customer indicated that they needed the plan cancelled and so we cancelled and issued a refund for the charge for 2023. We also issued a courtesy refund for the charge of 2022. ************************* did an online sign up to the plan. This was not something agreed to with anyone other than the customer opting to sign up online. We have issued a cancellation and refund and an additional refund. We have attempted to contact ************************* via phone and left messages each time. The terms and condition of the PetPlus plan is for cancellation at any time and a refund may be had if the benefits were not used that year. The terms and conditions are also posted on the our website for PetPlus. We have issued an additional refund via a check mailed for a previous year. If there is anything further needed, The ******* may contact PetCarerx at * *** ** ****Regards,
****** *
Customer Care
Customer response
11/30/2023
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:****** received two emails to confirm the service was cancelled and that a refund was being processed. She received no voicemails.
****** did not opt into ******************. It was a one time transaction.
We still think PetCareRX signs people up for the PetPlus membership hoping they won't notice. We feel this way because they quickly reversed the 2023 charge and offered a 2022 refund before we even asked for one. It seems like a standard process for them.
But obviously they won't/can't admit to this. I just wanted to warn other customers to be careful and check their credit cards. We NEVER received any notification we were in a PetPlus membership and when we finally checked our profile online, the notifications for the renewals was turned off. That is probably the default setting when they automatically sign people up for the membership.
***** and ******
Initial Complaint
08/31/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I have ordered a specific brand of dog food on several occasions from this retail website. One bag had a strange stale odor but the expiration date was within normal range. I contacted PetCareRX about this issue as my dogs became reluctant to eat the food. They pretty much blew me off and said there wasn't anything they could do as the food was not expired. I thought that was pretty weak as I know all they would need to do is contact the manufacturer to get a credit for a replacement bag of food. I thought I would try PetCareRX one more time and ordered another bag of food. Once again, the dog food smells funny and there is no expiration date on the bag. I contacted the manufacturer and PetCareRX about the issue this time. The manufacturer looked up the lot number and said the bag was nearing expiration and sometimes the food can go bad early. They said it doesn't happen often but can occur. They suggested contacting PetCareRX for a new bag since I didn't but it directly from a brick and mortar store or their website to get a replacement bag. I contact Pet CareRX and PetCareRX has a supervisor call me back to say there is nothing they can do since the food is not past the expiration date and basically they don't really care if I feed my dogs spoiled food which will make them sick. The supervisor proceeds to tell me to contact the manufacturer directly, which I have already done, and gives me a wrong phone number for the manufacturer. I call the supervisor back and was told she was in a meeting and will call me back which I doubt will happen. Really stupid and inept customer service which ***** customers! I just want a new bag of non spoiled dog food or my money back! I received the food on 8/28/23.Business response
09/08/2023
We thank you for the opportunity to address this concern from *************** We have reviewed this conversaiton and can confirm that the bag of food dispensed had an expiration of some 7 months from the date the order was dispensed. We certainly apologiize if you were not satisfied with the smell of the bag of food you received. As we have done for ************** in the past, we will accommodate ************** on the point of dissatisfaction. A check has been issued and will be sent to ************** for the full amount paid for this item.
Sincerely,
****** *
PetCareRx
Customer response
09/28/2023
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 have not received a refund and have contacted PetCareRX with no response
*************************
Business response
09/29/2023
Good day,
We have not received any contact of a sort from ** ************************** however upon review of the comments in this matter, I can confirm that the was signed and mailed to ************* on 9/25/2023. These cheques are on a schedule which may have affected a speedier release. We should be all set from here and appreciate the your consideration always.
Regards,
**************
PetCareRx Operations
Initial Complaint
08/15/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Petcarerx is incredibly unreliable and difficult to work with. All the vets that my dog has has had an issue with their system. Their system is outdated and results in inability to keep track of scripts and refills of prescriptions that utimately leads to signficant delay in receiving prescriptions. I had to closely montior prescriptions monthly as auto refill was not reliable and i learned my ****** the hard way when my dog lapsed in her vital medications. I called petcarerx to cancel my membership as the website was so dysfunctional, the option was not available or i could't find in late 2021. I even deleted my payment method from the account. I was told it was cancelled. In 8/2023 i received an email that it was about time to auto renew. This is when i noticed that in 8/2022 it was renewed without my permission and despite my deleting my credit card payment information. This just adds to the dysfunction of the company. I am requesting a full refund for 8/2022 membership payment. When I called the company, I was met with "we have no record of this happening" and "we take notes, we have always taken notes, and your request for cancellation was not recorded or any complaints" well that is incorrect, I have many documented complaints between me and petcarerx as well as grievances between me and my vet regarding the lack of reliability of petcarerx.Customer response
08/16/2023
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 and the matter has been resolved.
Sincerely,
**** ***
Initial Complaint
07/20/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
When I signed up for PetCareRX's PetPlus program a senior customer care rep informed me that I would receive discounted pricing for"up to 2 pets complimentary for the year." However, when I looked at my credit card statement this month I realized that the benefits only applied to one pet's prescriptions.To be clear, I have been purchasing prescriptions for two pets throughout the entirety of my PetPlus membership (1 yr). Perhaps one could argue that it was my responsibilityto point out the error earlier. But I had no reason to believe that I was being overcharged because 1. My membership included two pets from the outset- I have this in writing- and 2. My receipts listed the discounted pricing I did not receive. Let me state this another way: the prices listed on the website AND on my email receipts were not the prices I was actually charged. It was only through careful examination of my credit card statements that I noticed multiple discrepancies.Of course I assumed that petcareRX would apologize, refund me, and even perhaps issue a credit toacknowledge their mistake. But two customer service reps first erroneously stated that "The additional amount you saw on the order is the ** state tax." After some back and forth, they changed their tune, stating that my second pet "was not enrolled in the PetPlus Plan." (This is false- my membership included two pets and I have been ordering for both pets all year. Arguments to the contrary fell on deaf ears.)Lastly, even if I wasn't *********** discounted pricing- a statement I flatly contest- isn't it the company's responsibility to inform customers when there is a price change, particularly if they won't be honoring prices listed on a receipt? To list one price, confirm that price via order confirmation, and then charge another price is the very definition of fraud.This is gross malfeasance. I wonder how many other people are getting ripped off without even realizing it. I'm furious and perplexed by such deception.Business response
08/09/2023
Good day,
Thank you so much for this communication.
We had the pleasure of speaking with ******************* and pleased to communicate that this misunderstanding with the original number of enrolled pets to our subscription plan has been all sorted out.
************** had only one pet enrolled and so we simply enrolled the second pet and made the price adjustment for items purchased for said pet and we are on our way.
if there is anything more we can do for **************, she knows it will be our pleasure.
Thank you
****** A
Customer Care Manager
Customer response
08/11/2023
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:They did not process any price adjustments prior to July 12 and failed to acknowledge any wrongdoing, leading me to believe that they will continue defrauding customers. As I made clear in my complaint, it is their fault for not enrolling my second dog in the PetPlus plan and it is their responsibility to ensure that they are billing customers correctly. The credit card charge listed on an order confirmation MUST match the credit card charge, or it is fraud.
Furthermore, in the time that passed since my original complaint, my PetPlus account renewed (which is fine), but beyond the base price of $139.99 there was additional charge for a second pet, for $101.18. This begs the question: Why did they charge me for a second pet without asking my permission? Is it because my original membership was for two pets to begin with? And yet-- when I checked my account a week later, my second pet STILL wasn't enrolled in the plan. To repeat, petcareRX charged for a second pet, did not inform me that they charged me for a second pet, and again did not enroll my second pet in the plan until I asked them to do so one week later on July 21.
*******************Customer response
08/25/2023
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:There are so many falsehoods in the business's response it's hard to know where to begin.
"********************** had one of her fur babies enrolled with our subscription plan with a complimentary offer for the first year, and so received plan beneifts for that pet for that period."
My Response: the complimentary offer was for two pets (see screenshots previously attached) but I only received benefits for one pet. Furthermore I didn't find out that the second pet was not enrolled until I checked my credit card statement 11 months and 2 weeks after the complimentary offer started. The company defrauds customers by producing order confirmations/receipts that do not match actual credit card charges.
"One year later on July 11th, 2023 the plan renewed for that pet for $139.99. ************* then inquired as to why the second pet was not receiving plan benefits and so we clarified that is only because 1 of her 2 babies we enrolled and we will be happy to enroll the second baby and we can extend the same offer, although it was not longer available, we will sign up the second for the complimentary 12 month experience. We did so, the system will automatically charge and so we communicated that there was a charge and a refund will be expected. The second pet was enrolled and charged and immediately refunded as promised."
My Response: Upon renewal, PetcareRx charged for a second pet but AGAIN neglected to enroll the second pet in the plan until I inquired about the mysterious charge on my credit card. The refund was also not processed until I inquired about the charge. Two weeks passed between the credit card charge and the refund- there was nothing "immediate" about this.
"Also, the orders for both pets were adjusted to accomodate plan pricing extended full benefits immediately."
Customer Response: Also not true. ********************** refused to refund anything other than the most recent overcharge. I requested a refund for an April order, provided backup documentation, and they still refused.
Sincerely,
*******************
Business response
09/08/2023
Good Day,
PetCarerx is focused on customer satisfaction and will do our best each time to achieve such. In this case, for ************** we have accommodated ************** for 1 pet courtesy enrollment for the first year and an order dated june 15,2023 on plan pricing for pet not enrolled in the per pet plan. We have also extended the same offer for the second pet enrolled and adjusted the pricing right away for the second pet effective immediately. At this time, we have really done our best to provide the experience that we hope for our customers. This case is considered close. However, If ************** needs to speak with us further, we will be happy to take a call.
Sincerely,
****** *
PetCareRx
Initial Complaint
06/28/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Re: Order #********* (shipment #********) made on 2/22/23 for 3 cases of wet cat food (72 cans). Seeking a credit card refund of $5.04, especially since account credit is unusable with PetPlus Membership. Two cans came severely dented (unusable). After sending photos, their representative ******, refunded the cans in the amount of $5.04 as CREDIT to my PetRX Account. I asked twice for the refund to be processed to my credit card instead. ****** refused and said it is now company policy to refund in the form of account credit. This policy is not on their website. As I refuse to order canned food from them ever again, it's been a while since I've ordered from them. Today, I purchased a bag of dry food using my PetPlus subscription membership and tried to use this refund credit that they OWE me. However, the website does not allow me to use my subscription membership discount and the credit at the same time. The chat representative said they consider the credit "a discount" and therefore two discounts cannot be applied at the same time. My refund is not a discount, and according to their representative, the account credit is unable if I use my subscription service membership. Therefore, I would like my refund processed to my credit card. I feel giving an credit for damaged goods is a shady business practice.Business response
07/02/2023
Good day
Our pleasure to serve our customers at all times. It was very sad to hear to ******************************** received her shipment with some dented cans of pet food. It is quite possible as this can occur in transit to final destination. We absolutely can move forward with a credit or refund for the qty in question and we already have. ******************* was issued a refund of $5.04 to account for the unusable cans received in the most recent order from PetCareRx
Regards,
****** *
PetCareRx
Customer response
07/11/2023
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 and the matter has been resolved.
Sincerely,
*****************************
Initial Complaint
06/20/2023
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Purchased dog food for my dog. Today as Im checking my credit card account I see there is a charge for $256.15. I called customer service and they said it was a yearly membership fee. I would not be able to get a refund. I told her I have NEVER authorized a membership or fee. She stated that when I ordered the customer service woman asked me if I was interested in a free one year membership. She said then we automatically charge your credit card for a fee after a year!!! What??!! I told her I was NEVER asked nor told that I had to purchase a membership.Business response
06/20/2023
Good day,
*********************************** did incur a charge of $256.15 unpon annual renewal of PetPlus Plan for her two fur babies. A customer absolutely has the option of a cancellation with a full refund if no plan benefits were utilised since renewal. That does apply here and so a full refund has been issued. Customer has been in contact with our Care team and this issue has been resolved to the satisfaction of ******************* It is a pleasure and we are grateful to have the opportunity to address the needs and concerns of each of our customers.
Best Regards
PetCareRx Customer Care
Customer response
06/21/2023
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 and the matter has been resolved.
Sincerely,
*******************************
Initial Complaint
06/07/2023
- Complaint Type:
- Billing Issues
- Status:
- Answered
I purchased cat and dog products and suddenly last order also charged for $256.75 for membership fee with tax . when i called the PetCareRx informed me it is a membership fee sent by email , which is did not received the email , they said we will refund $206.00 because you used part of membership , $40 charge for $56 item . i did argue regarding to charge but they said , this is the way , dishonest practice , also membership fees never ever had a tax because it is not a merchandise , on that end also their making money from public .Business response
06/16/2023
Good day,
With the PetPlus subscripton for the two pets of *****************, we did come up on renewal after the first year complimentary offer. A charge of $256.75 was explained when ***************** contacted ** on June 7, 2023. ********** was utilised since renewal, a refund is an option on cancellation minus the amount of the savings for any transactions, since renewal instead of waiting to end of term. As such a refund was accepted for the cancellation and processed immediately for $206.75. On further review, ***************** is rightfully owed an additional $39.12. A refund has been processed now for that amount and the customer has been contacted by phone and email, with the explanation. We appreciate the opportunity to serve our pet parents.
Best Regards,
*************************;
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Customer Complaints Summary
79 total complaints in the last 3 years.
20 complaints closed in the last 12 months.