ComplaintsforHannah's Pet Hospitals of Oregon Inc

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  5 years ago i adopted a dog. I quickly signed her up under Hannah The Pet Hospital's membership plan. My complaint is as follows: Shortly after signing up for an "ALL INCLUSIVE" plan, i was told they would not cover certain medications or procedures even though i have in writing that they would. My dog became ill and they could not figure out what was wrong with her however they did shove her in a kennel, sent her home with puke and urine all over her, sent me away time and time again because they lacked the skills to find out what was wrong with my dog, continued to deny me medications that we needed, and finally told me that i needed to seek help elsewhere. I did that, while still under their plan. They referred me to an internal specialist where i am moving forward with a treatment plan. I sent Hannah the bill for this treatment plan as they told me i needed to see them, and they are refusing to pay for the invoice even though my dog is still technically owned by hannah, and they cannot help me any further. They told me to seek help from this specific place, and are now refusing to provide help for this service. Hannah has been the absolute most unprofessional establishment i have ever dealt with. They treated my dog HORRIBLY and I would highly recommend never taking your animal there - they cannot be trusted and their lack of communication is awful. Their veterinarians should not be practicing. It is a complete chop shop and now after i have payed them over $6,000 they are refusing to reimburse me for seeking the outside help they told me i needed to seek. On top of that, they are now trying to charge me for cancelling my membership with them even though my contract states if I have been a member for 5 years, there is no canecellation fee. I could give plenty more details about the poor services and inhumane treatment that my dog received, but i can only post so much on this page. Please save yourself, and your animals, and do not sign up with Hannah.

  

  Business response

  12/05/2023

  Dear ******:
  
  I hope this correspondence finds you and **** well. We have received your complaint filed with the Better Business Bureau regarding your experience with your Hannah Membership and the care provided to your ***. We sincerely regret any concerns or misunderstandings that have arisen during this process, and we would like to address each of your points in detail.
  
  First and foremost, we appreciate the loyalty you had as a Member of Hannah for the past five years and your commitment to providing the best care for your dog. We understand your frustration, and we would like to clarify our position on the matter.
  
  1.     Medications and Procedures Coverage: Our *** plans are designed to provide comprehensive care for ***s; however, there may be specific medications or procedures that are not covered, as indicated in our Membership Agreement. We apologize if there was any confusion or miscommunication regarding coverage. We are committed to improving our communication with members regarding what is covered under their plan to avoid future misunderstandings.
  2.     Medical Diagnosis and Treatment: We understand that your dog's illness posed a challenging situation, and our primary goal is to provide the best possible care for all ***s. In some cases, our veterinary team may recommend procedures or diagnostics to determine the root cause of an issue. We respect your decision not to proceed with anesthetizing your pet for a definitive diagnosis, and we apologize if this decision caused any inconvenience.
  3.     Referral to Specialist: We recommended you seek help from an internal specialist to provide the specialized care your *** needed and agreed to reimburse you for the initial visit. We are pleased to hear that you have initiated a treatment plan with the specialist. However, our Membership Agreement clearly states that we do not reimburse for services provided outside of Hannah *** Hospitals unless prior approval has been obtained.  Because the specialist did not discover an underlying issue that we had not already discussed, and isnt offering treatment that our care team cant provide, additional outside visits were not approved.
  4.     Reimbursement: While we appreciate your commitment to our Hannah, we cannot reimburse you for services provided by external specialists without prior approval, as per the terms of our Membership Agreement. We apologize if there was any misunderstanding regarding this policy.
  5.     *** Purchase Fee: You mentioned concerns about a cancellation fee. This is taken from section O of your Membership Agreement (attached): The *** Adoption/Purchase Fee, as set forth in this Agreement, is the price you agree to pay if you wish to stop your *** Agreement and Membership Agreement, 2019 Hannah The Pet Society 18X128 Page 4 of 10 have legal ownership of your Hannah ***. The initial *** Adoption/Purchase Fee for ***s (as specified in section L) is to reimburse Hannah for the initial services that the *** received at sign-up (that you didn't have to pay for) plus, in the case of a dog or cat, the approximate 50% remainder of the "Cost to Treat" that you didn't pay in the Sick or Injured Fee (if there was one; see section N.) or, in the case of a *** we find for you, it reflects our cost to find and care for the *** before you signed the *** Agreement. The "Adjusted *** Adoption/Purchase Fee" is equal to the *** Adoption/Purchase Fee reduced by $25 for each complete year that you have had your Hannah *** on the *** Plan, down to $100 (if your fee started at or below $100, it will not be reduced).
  
  We sincerely regret that your experience with our *** care services did not meet your expectations. It has been my commitment to bridge any gaps between your concerns and our medical team's approach. Although we are disheartened by your choice to part ways with Hannah, we respect your decision and acknowledge the filing of your complaint. Please know that we value your feedback and it plays a role in our ongoing efforts to enhance our services and strengthen our communication with our valued Members.
  
  We appreciate your feedback, as it helps us enhance our services and ensure that every *** receives the best care possible. Thank you for your time, and we look forward to the opportunity to resolve this matter with you.
  
  Sincerely,
  
  ***********************************
  Director of Memberships & Onboarding

• Initial Complaint

  11/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hidden in the small print-WE NOW OWN YOUR DOG. Does not matter if you bought, adopted, or rescued Fido, HANNAH is owner once you sign!You are on the hook for FIVE (5) long years before cancelation fee goes away. Don't worry- it's only $250 and is reduced by a whole fifty bucks every year! Wow! The savings!To get you to sign up they repeatedly tell you all medications and treatments are covered. They aren't- flea and tick were taken off the plans right when I signed up and they didn't tell me. My dog is horribly allergic to fleas, had hives from nose to toe, and he was still denied coverage of flea meds! What service!The fees go up every year! I am on disability- Hannah receives ten percent of my income monthly- $105 currently. When you call to cancel service you have to be put in touch with a specialist. That specialist hung up on me when I started crying. I told them I could not, would not make payments on the $250 cancelation fee to get ownership of my dog. You are holding my life and my dogs life ****** for $250. Not okay. When my previous dog was diagnosed diabetic I was very grateful that his treatment and medications were covered. The sharps container and getting rid of was a nightmare. Brought it back to Hannah and they told me to dispose of it myself. I live in an apt, cannot call garbage company to pick up sharps box as Hannah said i could. I tried for weeks to figure out how to get rid if my dog's biological waste. Hannah ************ has received around $3,000 from me in the last couple years. I don't think I should have to give them another dollar (or $250) to be done with them.

  

  Business response

  11/29/2023

  Dear **************:
  
  We take every complaint seriously and appreciate the opportunity to address your issues.
  
  First and foremost, regarding the phone call on November 7th at 11:56 am, we want to clarify the situation with our ****** Engagement Specialist, ******. The call was not intentionally disconnected; it dropped due to a technical issue with her computer system, which shut down unexpectedly. ****** made efforts to reconnect with you at 12:33 pm, but unfortunately, the call was not answered.  This may have been because you were on a call with another Hannah team member, as you phoned us four more times after your call with ****** dropped. We apologize for any distress this may have caused.
  
  Regarding the claim made during one of your calls that ****** stated "either make payment arrangements or I'm not gonna talk to you and deal with you" followed by a disconnection, we have reviewed the recorded call and can confirm that this statement was not made. We strive for professional and empathetic communication with our ******s, and this does not reflect our approach. For your reference, we have attached a copy of this recorded call along with screenshots of our call log and the the other recorded calls demonstrating our team's continuous attempts to assist and work with you.
  
  We understand your frustration regarding the coverage of flea control treatments. As per section E of our ******ship Agreement (also attached), which you should have received a copy of, flea control is indeed listed as an exclusion. Our team members have attempted to explain this, and we regret any confusion or inconvenience this may have caused.
  
  Regarding the ownership of your Pet, it is a standard procedure under our ******************* plan. When you enrolled, we provided a comprehensive exam, valued at over $450, during which ownership of the Pet is transferred to Hannah. This is a part of our commitment to ensure the best possible care for your Pet. If you choose to cancel the plan, there is a fee to repurchase ownership of your Pet. For Mooses plan, this fee started at $350 and reduces by $50 each year, reaching a minimum of $100. If you were to cancel today, $250 would be owed.
  
  We understand that these costs can be significant, especially on a limited income. We strive to be transparent about our fees and policies, and we regret if this was not clearly communicated to you. 
  
  We value you and your Pet's wellbeing and would like to work towards a solution that is satisfactory for you. Please feel free to reach out to us to discuss this further, or if you have any more questions or concerns.
  
  Sincerely,
  
  ***********************************
  Director of ****** Services & Onboarding

  Customer response

  11/29/2023

   
  Complaint: 20840313
  
  I am rejecting this response because: I had make additional calls because ****** would not put my account on bypass for 3 months to stop withdrawals from my account. I again had to contact hannah and a supervisor ******* just to get this accomplished. Even though it took all of November to make this happen, November is one of the months ands counts. So you guys again expect my money in 2 short months.

  In addition to this your surgeon just quit so you just told my sister who  has been with you for THIRTEEN YEARS that her dog cant get surgery. 

  Why is Hannah still making members pay and uphold contracts when they cannot?

  Honestly and passionately-

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

• Initial Complaint

  07/04/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been having issue for a while but the last 2 month's has been a nightmare and it doesnt matter who i talk to ***** cares and just says ill have someone call you back and never get a call back ive called at least 7 times with no call back. Theyre neglecting my dog which im not ok with at all and i will find a new vet tomorrow (todays 4th of july so theyre closed) but i want a refund for at least the last 2 months and the medication they shouldve given my dog weeks ago.

  

  Business response

  07/06/2023

  Dear ************************
  
  We appreciate the time you've taken to share your concerns with us. We take all complaints very seriously as our foremost priority is to provide quality care and service to all our patients and our ******s.
  
  We regret to hear that your experience with us in the past two months has not been satisfactory. However, our records show a different sequence of events to what has been detailed in your complaint.
  
  Our records show that your pet was last seen on March 29, 2023, for a wellness exam and we did not record any other concerns or visits until the recent ear issue. We have a recorded call on June 20, 2023, at 9:41 am in which you discussed the delay in receiving the lab results of the test conducted on June 7, 2023. You spoke to a Team Lead who explained that the delay was due to the nature of the culture test being conducted. This type of test can take up to two weeks as it allows for bacterial growth for a more accurate diagnosis. She also noted that one of our doctors had left a voicemail for you the previous day (June 19, 2023, at 4:32 pm) regarding the same. The Team Lead had offered to have a manager and the doctor call you back for further clarification, but the call ended abruptly. 
  
  Contrary to your assertion, we do not have a record of the six calls that went unanswered. We strive to keep a thorough record of all ****** communications and it's unlikely that such calls would go unrecorded or unanswered. We take all matters relating to the care of our patients seriously and we are committed to investigating every ****** concern that is brought to our attention.  After reviewing our phone logs, we have determined, that you have made six phone calls to us since 06/15/2023 (that call was to schedule an appointment), each call had an average duration of 4 minutes and 23 seconds and only two calls resulted in you expecting. follow up call.  Both calls were followed up on.
  
  In light of these findings, we would appreciate the opportunity to discuss this matter further with you. We understand that this has been a stressful period for you and we're committed to resolving this issue in the best way possible. Please feel free to reach out to us at your earliest convenience so that we can make things right.
  
  We're grateful for your patience and understanding and look forward to resolving your concerns satisfactorily.
  
  Sincerely,
  

  ***********************************
  Director of ****** Services & Onboarding

  
  

• Initial Complaint

  06/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hannah pet hospital has acted in bad faith since I began interacting with them in 2020. I went to their location in July 2020 to meet a kitten that was advertised on Petfinder. I decided to adopt the kitten and was told I was signing a "adoption agreement". When I got home and looked up their website, I was dismayed to discover I had signed a membership contract that would result in monthly charges and cost up to $500 to get out of. I was unhappy with the deception, but willing to give their vet services a chance.In the past 3 years, the monthly price has been raised multiple times and I have never received notice, as required by their contract. My cat has not been seen by their vets in a year and a half. When I tried to take her in for an appointment in March 2023, which took 3 months to schedule, there were large dogs running around and barking. I asked the receptionist to request that people control their dogs, and I was ignored. Due to the dogs, my cat was afraid to come out of her carrier and the vet did not see her. The next appointment I was given is in December 2023. Their contract states that they are obligated to provide regular veterinary services, which they have failed to provide.I called on June 6th to cancel my membership and was told I would get a call back. When I called again on June 13th, I was told no one wrote down my cancellation request and that I would get a call back, again. It is now June 28th, I have never gotten that call, and they have attempted to bill me for another month of services. When I called to inquire, I was told that they sent me the cancellation contract this morning (the same day they attempted to bill me), to an email that I've repeatedly informed them does not receive their emails. Today I discovered their staff incorrectly wrote down my email address, which is just my name and should have been checked a long time ago. I have yet to receive the cancellation contract and am once again waiting on their phone call.

  Customer response

  06/29/2023

  Hi,
  
  I submitted complaint #******** yesterday. I spoke to the business today, they finally cancelled my account but are attempting to charge me a $100 cancellation fee for a contract they violated, and informed me they would send it to collections if it is not paid. This is not a reasonable resolution.
  
  Regards,
  *****************************
  

  
  

  

  Business response

  06/30/2023

  Dear ************************,
  
  Thank you for taking the time to express your concerns regarding your recent experiences with Hannah ************* We're sorry to hear that you've been dissatisfied, and we value your feedback as an important part of our ongoing effort to provide the best service possible.
  
  We were surprised to learn about your misunderstanding surrounding the Membership Agreement. As per our records, you signed the Membership Agreement and the Pet Plan Agreement at your appointment in July 2020. We take every effort to clearly communicate our procedures and commitments to our Members, both verbally and in writing. The Agreement you signed clearly outlines the monthly fees. We also have a record of a text message sent to you by our Placement Coordinator prior to the appointment in which she outlines the program.
  
  We sincerely apologize for any confusion regarding the billing process and price adjustments. We strive to keep our Members well-informed about any changes that *** affect their Membership. We regret if you were not aware of the changes in a timely manner, and we will review our communication protocols to ensure that this does not happen again.
  
  With regards to your concerns about Pet control in our facility, we understand how stressful it can be for Pets and their Pet Parents. We aim to create a peaceful environment for all Pets in our care, and we will address your feedback with our team to ensure this type of incident does not reoccur.
  
  Upon receiving your cancellation request on June 14, 2023, we attempted to contact you by phone on June 15, and again on June 28. We also sent emails on the 14th and 26th of June, and again on the 28th. We apologize if you didn't receive these messages due to the incorrect email address on file, and we appreciate your patience as we rectify this matter.
  
  We understand that this process has been frustrating for you, and we want to assure you that we are actively working on addressing your concerns. Our team will call you again to confirm the cancellation of your Membership, and we will also send you the cancellation form to the correct email address once I've verified that we have the correct one on file.
  
  We deeply value your time and patience and aim to resolve these issues to your satisfaction. We're grateful for the opportunity to serve you and your Pet and will continue to strive for better.
  
  Sincerely,
  
  ***********************************

  Director of Member Services

  
  

  

  Business response

  07/07/2023

   
  Dear BBB:
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 

  Not available 07/12 or 07/20.  Also not available from ****pm on Tuesdays or Noon -2 pm on Wednesdays.
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  XMon.XTue.X Wed ____ Thurs. ____ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  X ********************************** understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Customer response

  07/14/2023

  [A default letter is provided here which indicates your acceptance of Mediation. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, , and find that Mediation is necessary.
  
  Below is the details on our availability for a Mediation Hearing:
  
  Please Place list any dates you are specifically NOT available in the next 6 weeks: 
  
  
  
  
  Please Place an "X" next to the Day of the Week you are Available and work best for you: 
  
  _x_Mon. _x_Tue. ____Wed _x_ Thurs. _x_ Fri.
  
   
   Please Place an "X" next to the Time  you are Available and work best for you: 
  
  ____ Morning _x_Afternoon 
  
  I understand that BBB will do its best to accommodation the information I have selected.  I understand that mediations are scheduled to start between the hours of 8 am and 3 pm, and must conclude by 5 pm.
  
  Thank You.

  Regards,

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

  

  Business response

  08/01/2023

  I see that the Member agreed to mediation on 07/14, but I have not received any correspondence that this has been scheduled, yet.  How long does it typically take?

  Sincerely,

  *********

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have proof of them doing a giveaway that I won they were supposed to give me a giftcard $50 visam they have blocked me on their ******** page and my number. I would like this business to fix their wrongs. They are crooks who put pets down without permission and had a worker who was sexually harassing others. They have been in trouble with the state of oregon before. I have also contacted the attorney general.

  

  Business response

  02/14/2023

  Hi ***,

   

  Thank you for bringing this to our attention, although a phone call or email would have been preferred.  I am the one who was sent your request, and I was indeed out sick with Covid. However, I did have an e-gift card sent to you on 02/06/23.  Unfortunately, I was provided an email address that is different than the one you provided in your complaint, so I apologize that you did not receive it.

  I will send another one out today.

   

  Sincerely,

   

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

  Director of ****** Services & Onboarding
  

  Customer response

  02/14/2023

   
  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,
  
  *******************

• Initial Complaint

  02/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Trying to get my pet training. Called office who had me come in on 23rd. Got there to find out was an intermediate class that had been going for months. Trainer comes out apologizes and tell me to come back february 18th says this is not first time phone scedulers have done this. Then I received 2 notice saying sorry we missed ****** call to reschedule! I have called and each time get a we're busy and will call back recording with no call back. Called and asked for a supervisor still no call back. Not sure whose running that place but the customer service is terrible! The concept is good but apparently they cannot deliver quality service for the monthly fee you're paying.

  

  Business response

  02/14/2023

  Hi Lacreatia,

   

  Thank you for bringing this to our attention.  I'm sorry to hear that you were scheduled for the incorrect class and disappointed to learn that our Pet Trainer stated that our Appointment Schedulers make that mistake all the time. We had one Appointment ********* who made that mistake, but that she has been corrected and that should not happen again. I looked to see if there is a record of you asking to speak with a manager, but there are not any notes in the system nor could I locate a voicemail from you so I am so sorry that your message was not relayed to anyone.  Please know that it is our policy for managers to follow up within 48 hours.
  
  We have gone through some staffing changes and have been working to improve the service level for our ******s.  Please don't hesitate to reach out to me, if you would like to discuss your concerns further.

   

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

  Director of ****** Services & Onboarding

  Direct Number: **************

   

   

  Customer response

  02/14/2023

  I would like for someone to call me. **************. This is part of my frustration.
  You can't  get anyone to call you back.
  
  *******************************

  

  Business response

  03/02/2023

  Hi Lacreatia,

  I'm sorry that you're not willing to accept our response.  We have and will continue to reach you by phone.  The reason that I asked for you to call us was because we were not able to reach you by phone.  I have asked one of our managers to reach out to you again today.  If you do not hear from anyone, please email me at ****************************************************************.

  Sincerely,

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

  Customer response

  03/08/2023

   
  Complaint: 18970158
  No one from this organization has reached out to me. I have a cell and home phone listed. Someone sent a text and forwarded this same message saying my voicemail was full.  Omessages on home voicemail or cell voicemail.  I tried calling back got a general line with message to leave a message.  This is very poor customer service.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  01/16/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Complaint #1: membership fee has more than doubled over the course of 7 years, despite being told during the sign up process that the fee would never increase. Complaint #2: when attempting to utilize service, I was left alone in the waiting room with my cat for a half hour past my appointment time with no one checking us in or acknowledging us. I was forced to leave without being seen and have not been back since.Complaint #3: after they agreed to let me out of my contract based on my complaints, they continue to charge me the monthly fee and have even increased my fee despite never coming in to have my cat seen. I have contacted them numerous times via email and phone to see what I need to do to finalize the paperwork so they stop charging me. No one from member services ever returns my calls or emails however. I would like someone to contact me and help me so I can stop being charged. I would also like some refund on the monthly membership I continue to be charged despite my efforts to end this.

  

  Business response

  01/27/2023

  **************,

   

  Thank you for your inquiry.  We have looked into your complaints and while we empathize and apologize that your Pet was not examined when you brought her in for an appointment, there is no record of you bringing this to the attention of a manager so that we could try correct it and attempt to make right your poor experience.  We have record that you requested to cancel on 06/17/19.  You cited as your reason to cancel was because whenever you made an appointment you had to wait for a very long time and you were not greeted when you came in, but were not more specific than that and did not inform us that your Pet had not been seen. We follow up on all service concerns and you most definitely should be greeted when you come in. Had we known at the time, we would have followed up with you and the team member(s) involved.  We followed up on your request to cancel with phone call attempts and emailed you the required paperwork.  We did not receive any response back from you and you have continued to make your monthly payments.
  
  Your complaint comes as a surprise as there has not been any recent contact from you and you have continued to make your monthly payments.  We would like to work with you to resolve this matter.  Please reach out to a Member Engagement Specialist at (**************.
  
  Sincerely,

   

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

  Customer response

  01/31/2023

   
  Complaint: 18819837
  
  I am rejecting this response because: I still have not been contacted by anyone at Hannah despite calling the phone number given. I left a voicemail again yesterday and as of today, still no call back. They clearly have a systemic policy in place where they do not call members back that are trying to end their contracts. This has gone on for years at this point and no one ever calls back. I have emailed and left countless voicemails. Please forward me the documents again to my email so I can sign and return them. Thats all Ive asked for over and over again in my voicemails but never receive anything to date. 
  
  Sincerely,
  
  *********************

  

  Business response

  02/14/2023

  Hi *****,

   

  Thank you for your reply and letting us know that your phone call was not returned.  Please know that your concerns are important to us and it is our policy to return all calls within 48 hours.  Clearly we missed the **** with you and we apologize for the lack of communication.  We will follow up with the Team Members involved and work to tighten up our processes so that another Member doesn't have a poor experience.
  
  If you would still like to speak with someone, please reach out to me directly at **************.

   

  Sincerely,

   

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

  Customer response

  02/15/2023

   
  Better Business Bureau:
  
  I finally got a call 2 days ago after sending an email reply to a marketing email they sent me, pleading for a call back. They were able to promptly cancel my membership and so I am satisfied with the response. I could have saved thousands of dollars had member services returned my numerous voicemails, but either way, I happy to finally be done.
  
  Sincerely,
  
  *********************

• Initial Complaint

  12/28/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used to work for Hannah back in early 2020. I quit pretty quickly due to the other nurses harassing me and seeing how mean they were to the animals. I tried cancelling my membership with them but they would never respond and even their emails looked to be shut down so I had no choice but to move on with my life. Today after almost 3 days of hearing nothing I suddenly get a court letter saying theyre trying to claim over $1500 from me. I even saw them try and put a collections on my credit report and I was able to dispute it and it was removed as well. While working there my card was constantly charged for more than the agreed amount. This is absolutely ridiculous to just go straight to court to try and take nonexistent debts while Im a victim of a hostile work environment. I will be contacting my lawyer.

  

  Business response

  01/06/2023

  Dear **************:
  
  We disagree with virtually all of the facts stated in your complaint..  As you know, as a Team Member, you were entitled to deeply discounted monthly charges (over 50%) for your Hannah Plans for your two Pets.  But you were not entitled to free services.   While you were with us for only about one month (actually a little less) before you walked out without notice (not cool by the way), you had five medical visits, which is fine as long as you are paying the discounted rates you signed up for.  However it is not fine to get the services for free and then refuse to pay what you legally owe uswe are not a charity.  Moreover, before we reluctantly send any Member to collections, we reach out to them (and we reached out to you) over a 90 day period literally DOZENs and DOZENs of times by email, text and phone calls.  You responded to none of them.  In these circumstances, it is absolutely ridiculous for you to complain at this late date about being sent to collections.  If you believe the amount of the charges is wrong, tell us why they are wrong in your view and we will reconfirm the amount taking into account your input.  

  
  We completely reject your gratuitous (and erroneous) claims that other nurses were harassing you;  that they were mean to animals; and that you worked in a hostile work environment.  We have no record of any of this  occurring, and, frankly, think it is just an effort by you to try to pressure us by playing the identity card.  That card will not work here.   Similarly, your comment that you will be contacting my lawyer, has no impact on this matter.  Feel free to do so******* has the right to sue ******* else in ******* whether the suit has merit or not, and if you want to go that route, we will defend ourselves accordingly.
  
  In short, we will not be dropping your chargesyou owe us money.  If you believe the charges are miscalculated, please tell us why, and if there, in fact, is an error, we will correct it.

  
  Regards,
  
  ****

• Initial Complaint

  12/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company has gone down hill so much. I am paying monthly for something can't even use. My dog had blood in his stool and they couldn't even find a time to see him till over a month later. Drop offs are not a option. They didn't find any solution. They do not answer the phone. I literally called 30 times with no one answering today. Other times I have called 10 or more times and no answer during business hours. The listed literally can go on and on. They are rasing prices and you can't even use the services. It's absolutely horrific how they run the company anymore. I used to love them and now they are a horrible company. I guess I'll go back to trying again to reach someone as I am wanting to cancel because of non stop issues.

  

  Business response

  12/29/2022

  Dear ********************,
  
  We have been trying to reach out to you without success since receiving your complaint and will continue to do so.  However, I also wanted to respond to you here.  I get that you are frustrated but you did not "literally call 30 times" as you state.  In fact, you called six times in about a 10 minute period.  We returned the calls 20 minutes later and left you a detailed voice message.  While a return call 20 minutes later is not as good as being able to take your call live, call volumes do go up and down and, frankly, I am not going to be defensive about getting back to you within 20 minutes.  I assume when you say drop offs are not an option, it is because you prefer not to do drop offs rather than drop offs not being available.  That is fine.  We don't require that Pets be dropped off if the Member prefers not to do so.  I also understand that you don't like the fact that we have had to increase our prices--who likes price increases--nobody?!  But I am not going to be defensive about that either.  Labor costs and just about every other cost in our business have increased substantially over the past year--that is an undeniable reality in the world we live in today, particularly in Portland.  Despite the price increases, our program is less than half the cost of comparable services available elsewhere--you can check this yourself--just go to Trupanion's web site and get a quote for your Pet and compare it to our cost.  Please note also that Trupanion's coverage does not cover any preventive or ************* (our program does) and only covers 90% of the costs for the care that they do cover (we cover 100% as you know). 

  We will continue trying to reach you. However, if you want to cancel your service, as you know, you are free to do so at any time for any reason.
  
  
  Regards,
  
  
  ****

  Customer response

  12/29/2022

   
  Complaint: 18628157
  
  I am rejecting this response because:
  
  Complaint: 18628157
  
  I am rejecting this response because: I can show you my call history from att where I did in fact call 30 times one day with no response and many other days way too many times with no response. So please refrain from telling someone they are lying. Getting ahold of your company anyone is ridiculous. I have spoken to other and I'm not the only one having these issues. I'm not sure what happened to your company but you have gone down hill so bad. I used to love you and rave about you to all and now I am lucky to get someone to answer a call let alone see my animal in a reasonable time frame. Drop offs are not a option for me as my work schedule does not match up with yours. I work all week. Start early and get off late. So no drop.offs are not a option . I work and unable to answer the calls. Your company is beyond eager to cancel someone as I've received multiple calls and emails in a  very short period of time to cancel. The price is only a issue because I pay for something I can't use let alone speak to someone when I need to. I have never complained about the price until your company decided that they care more about money than they do the health of animals as i have been able to prove due to not being able to schedule in a timely manor or even call and speak to someone when I need to. I have taken my dog to a different vet when he had blood in his stool due to your guys booking me out over a month and not answering when I have tried on way to many attempts. I happily will pay more when my animals get the care they deserve. I even have a co worker who has very similar issues as well as many others. So I'll take this complaint as high as I need to if it means your company will actually start answering calls In a timely manor and putting the care of the animals first like you used to when we loved you guys so much. I never thought we would leave you or Want to leave until all of these issues that have come up this past year.someone needs to take a deep look into all these issues that from what I have heard from others that I'm not the only one having.
   
  
  Sincerely,
  
  *********************************
  Sincerely,
  
  *********************************

• Initial Complaint

  04/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I went to ***** pet society in April 2021 to sign up both of my dogs through their pet insurance. I went to the vet that day, they first told me that they would have to take the dogs from me and would do the exam without me being present. I let them know that both dogs are anxious and don't do well without me. They ignored my comment and took them anyways, short time later I get a call explaining that the initial exam wasn't able to happen because both dogs weren't cooperative with them and they were unable to do the exam and said that both dogs would not be able to get on the insurance plan due to their aggression they showed in the exam. After this I took my dogs and never went back to finish the exam. I found a new vet that was able to do the exam with the pets without issues and since then have been with that vet. I recently received a letter in the mail saying that ***** pet society is sending me to collections for an unpaid balance that I owe. They claim that they did an exam and that both dogs did get enrolled and due to me not bringing them back that now I must pay to get the ownership back of both dogs even though they never were actually able to complete the exam to begin with. My credit is also now being affected by this as well.

  

  Business response

  04/11/2022

  Hi Bella,

  Thank you for taking the time to speak with me earlier today.  I appreciate that you brought this to our attention, as your account should not have been sent to collection and it appears to be a clerical error.  I have contacted the collection agency and asked them to pull the account, cease all collection activity and correct any impact to your credit history.  Additionally, I have refunded the $45 that you paid at the time of enrollment. Please accept my sincerest apology.

   

  Sincerely,

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

  Director of Memberships

   

  Customer response

  04/12/2022

   
  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,
  
  ********* ***************************

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