VetDVM, LLC

Initial Business Response /* (1000, 10, 2015/06/23) */
We have clear evidence that many attempts were made to contact [redacted] before and after we received several email complaints from him. He
was reminded several times our terms and policies her expressly agreed to, and chose on his own not...

to comply.
We are looking at providing different envelopes which are soft. We will move to rigid envelopes next production. We believe for many reasons, the [redacted] machines either delay or destroy these soft envelopes at times. We do not guarantee we will receive our customer's kits because we simply cannot. This is expressly a condition of the customer's sale before they complete their checkout. Most customers do not have any issues. Customers affected are very upset when it happens and we understand that.
Further, our records indicate this kit was in fact delivered to us and the results were entered on May 28th and delivered to this customer. No further action will be taken on this matter.
Initial Consumer Rebuttal /* (3000, 12, 2015/06/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This companies response is false. I did contact the company several times and their response was that they have decided to give me a full refund. The rep requested my address so they can mail the check since I do not have a PayPal account. This was only after my attorney got involved. A few days later they sent me the test "results" which I believe were fabricated just to get me off their back. The bottom line is they offered the refund, I accepted, and they went back on their offer. I retained all documentation and correspondence for any who would be interested.
Final Business Response /* (4000, 15, 2015/06/29) */
There is no other reply on this matter accept to say we respectfully disagree with [redacted]. We go above and beyond in making our policies clear to our customers before they complete their transaction, during and after in their receipt. We also very clearly disagree with his assertions and we have our communications documented by a third party [redacted] as well.

Complaint: [redacted]
I am rejecting this response because:Attached is an email chain of attempts to acquire my results.  If my results were ready on 3/4, and accessible for 60 days, why would I have such a hard time getting a response to my questions? In addition, the website ceased operations on 5/10, as below shows: Hi. Effective May 10, 2017, [redacted] has ceased operations. We will be available to customers through this month for support. All support inquiries must be emailed to [redacted] We will not provide phone support during this time. Thank you for your business and your understanding! your response below falls well inside the 60 days from 3/20 when my order was completed.  You were unable to help me within the window you suggest I was responsible for following up. Email below is from 4/26.  Even if my order was completed on 3/4, which it wasn't, this would have been within 60 days:  Vet D.V.M. Support(Vet DVM)Apr 26, 1:02 PM MDTHi there,[redacted] is currently experiencing technical difficulties regarding our website[redacted]. Because of this, we are unable to pull up any existing customer orders/results at this time.We do not yet have a time frame on when this will be remedied, but we are working on this diligently. We hope you will be patient with us while this happens. We do apologize for any inconvenience that this may have caused you.As soon as the website is back up and running, we will be able to send you your results.Please let me know if you have any other questions. Thank you for emailing our Help Desk and have a great day!Warm regards,[redacted]Vet D.V.M 
Sincerely,
[redacted]

Good morning.  We deeply regret that you have received reminder emails referencing your deceased pet.  We know how upsetting that can be.  I have confirmed you were in fact, unsubscribed to the email groups you were subscribed to.  But after the first request, you still were...

subscribed to other lists you were not removed from (ie. general newsletter, receipts, new product announcements).  I've taken the liberty of removing your email from 100% of all communications.  I hope you'll understand this was not intentional.  We never want the pain of a pet's passing to be made worse by any email we may send.  This was the first we knew of your pet's passing.  We will also note here that we do not sell pharmaceuticals.  We do not promote them.  We do however, have nutriceuticals (nutritional supplements) for the very symptoms and conditions you described when you initially became a customer of ours.  The emails we sent were only sent to assist you with a solution you may need.  Again, that will not happen again as you have been completely deleted from our communications.  If there is anything else I can do for you further, please mention my name ([redacted]) and I will see to it you get the service you deserve.  Thank you for being our customer and please know we are sorry for this upsetting inconvenience.

Mr. [redacted] - thank you very much for this detail.  We regret the report was were not provided to you in your case.  I looked into the details you provided and do understand your situation and want to make sure you are treated fairly. Because I cannot get those results any longer for you, I granted you the refund you requested in full, including shipping you paid.  We have put in that request today.  Please allow 5-7 business days to receive that credit back to your bank.  We wish you and your pet(s) all the best with any allergy issues.

[redacted] was fully refunded for the shipping amount she paid on our web site and was instructed via email to request her refund from [redacted] for any purchase she made with them.  There is nothing more we can do in her case.  We have marked this case resolved on our end.

We apologize for the customer's issue.  We require all kits to be redeemed within 3 months from purchase.  We honored all kits within that time frame before we closed the business.  This kit was purchased over 3 months ago and falls outside the scope of our terms.  Only kits sent...

in past that time frame were returned to sender.  Sorry again for the inconvenience and the answer you didn't want to hear.  However, we must state that we did fulfill our obligations per the terms of the sale.

Mr. [redacted]'s service was delivered as promised and was given results back in March (4 months ago) and was instructed to download his results to his hard drive.  We do not host or keep results past 60 days. Per our terms and conditions.  We would have been happy to assist...

Mr. [redacted] within the 60 day time period.

Ma'am, when you purchase you agree to our terms of service. For your convenience, we have put in the top terms in your email receipt. Those are just summaries for the customers convenience. They do not consistute the entire terms of use that you agree to.  In those terms of use, we clearly state that you have three months to redeem. We're sorry but we are closing this matter as fully resolved and satisfied per those terms.

Complaint:...

[redacted]
I am rejecting this response because: I would like to retract the complaint from this business as the next day the test kit did arrive in the mail.  I submitted the test kit to them.  I wish to retract any negative message stated as they have fully resolved it.  The item had been shipped and they stated they would proceed with the test.Thank you for your assistance.  The individual at PetDVM was very helpful.
Sincerely,
[redacted]

We were in contact before the date of this complaint and on the very day of this complaint with Mr. [redacted] about his kit via email (case ID#[redacted]).  We offered Mr. [redacted] the option for a full refund or two replacement kits (at no charge) and he chose the replacement kits.  We have marked this...

issue as "satisfactorily resolved" on our end.

We regret Ms. [redacted] decided to file a Revdex.com claim so soon. We receive no record of a call (our 800 phone number is for new orders only and not support) and her email was received only yesterday at 4pm MT. We responded within 4 business hours that her refund was issued.  We happily provided her a...

refund since it was within 48 hours of her purchase per the terms of our refund policy.  This matter is resolved.  Proof of refund attached.