BMK Plumbing & Solar of the Midwest

Our unsubscribe function is working, however if there are other email address' linked to this then it may receive themIn that case you have to unsubscribe from the email direcltyThe email address, *** has been forwarded to the web team who has done the following.-master suppressed her from receiving newslettersNo further correspondence should be received

Initial Business Response /* (1000, 5, 2015/10/31) */
Hello ***,
I'm very sorry to hear that your account was charged before the order could be fulfilledI do see that your account has been refunded in full as of 10/29/The refund takes 3-business days to post on your endIf you have any
further questions, please don't hesitate to reach out to us at X-XXX-XXX-XXXX
Sincerely,
*** M
Customer Service
Initial Consumer Rebuttal /* (2000, 7, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I got full refund

Hello,
Thank you for your feedbackWe're sorry to hear of issue with your card informationThis has been flagged in our system and will not allow for another charge to come through our siteAlso, we will be glad to take active measures to realign our representatives with available options to
deal with fraudWe do appreciate your patience with this sensitive issue.
We do show a label having been sent for the product to be returnedWhich we have received, and notified your card account holderWe are now dealing with this directly through them and should be resolved within the next 5-business days, if not soonerIf you have already received a confirmation of resolution on your end, this does not affect our back-end work with your bank or creditorWe do apologize for any inconvenience this may have caused.
Please let us know if you have any other questions or concernsThank you for your time and cooperationHave a great day!

Initial Business Response /* (1000, 5, 2015/07/13) */
Dear * ***,
I'm very sorry to hear of your bad experience with our companyIn order to assist you, please provide us with your order number or your complete name and addressPlease e-mail me at ***@healthypets.com
Sincerely,
*** M
Customer Service Supervisor

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meSincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I will never buy from them again.
Sincerely, ***

Contact Name and Title: *** / Account ManagerHello, Thank you for your feedbackThe information on file has been forwarded to the marketing team to confirm all has been removedPlease be aware that if you have a new email address which has been linked to the following on file,
*** we would not be able to remove it as the new email address is not in our systemTherefore the change would have to be made from the email directly

Hello,
Thank you for your inquiry regarding this issueWe're sorry to hear of the billing of your card being re-attemptedOur automated system attempts to run a card if declined if left pending as this was the caseUpon looking into this matter, we have concluded a cancellation was
completed as of 4/11/at 1:20pm ESTWe have confirmed your card to have exited our system and no further attempts have been made as of that dateThere was not a charge or authorization that was completed at any time to allow any funds to be heldWe do apologize for any inconvenience this may have causedPlease let us know if you have any further questions or concernsThank you for your patience with this matterHave a great day!

Initial Business Response /* (1000, 5, 2015/10/23) */
Hello ***,
I'm sorry sorry to hear that your calls have not been returned in regards to your purchaseI've checked your account and I see that this matter was addressed yesterday with one of our Reps and a shipment has been sent as
requestedJust in case, I have listed the tracking number below this messageIf there's something more that we can do, please don't hesitate to message me directly at ***@healthypets.com
Sincerely,
*** M
Customer Service AsstManager
Initial Consumer Rebuttal /* (2000, 7, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Someone finally called me from the company to resolve this issue to my satisfaction, However, their lack of response initially to my calls, were unsatisfactory and showed me their poor customer service

Initial Business Response /* (1000, 5, 2015/10/23) */
Hello ***,
First let me apologize for any trouble you had placing your order with our companyOur main goal is to make sure every customer is *** and taken care ofThe product in question is still advertised online since the product
will be on a nationwide backorder for quite some timeOnce the order is placed, we notify you immediately about the backorder and charge only once the product is inI have double checked your account and I have verified that it was not chargedAnother goal of ours is customer retention and it's not obtained by lying to our customersIf our company had charged your account, it would simply tell you the order is canceled and it would be refunded and takes 3-business days to post backWe stand by our statement and I'm sure will be verified by your bank once they see the "Charge" had deleted instead of being refundedWe hope this helps clear up the matterIf you have any further questions, please let us know at X-XXX-XXX-XXXX
Sincerely,
*** M
Customer Service Manager

Complaint: ***
I am rejecting this response because: From the beginning, I only asked for a refund of $38.62. Nothing more, nothing less
Sincerely,
*** ***

(The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this response. I received another sales/marketing email from HealthyPets on March 28th that came directly to my email noted in this complaint. I have no knowledge of any other email being linked to my receiving email address. This is their excuse to get away with refusing to stop sending their sales emails. If they know of a linked email address that is causing them to be unable to stop their sales emails, they should provide it to me and delete that email address also. I've never had any other email address. As an online retailer, surely their IT department can get to the bottom of this and handle this request.

Hello [redacted]
 
Thank you for your inquiry. We're sorry to hear of the recent experience. We regret to inform you we are unable to locate the order number provided nor the name & address in our records.
We are Entirelypets.com and we do not ship or sell prescription items at this time....

If you ordered prescription products, you must address them through the site you purchased through. If you wish to order non-prescription items from us directly, we can honor a discount on your next purchase and free delivery to help get you started. You may mention this reply and reach us by live chat from our homepage: Entirelypets.com or by phone 1-800-889-8967 to take advantage of this offer. Please let us know if you have any further questions or concerns.Thank you for your time and have a great day!

Hello [redacted]
 
Thank you for your feedback. We're sorry to hear of the issues with your reshipment. Our ship facility has advised us of an unexpected back order for the item that may have caused the delay. We do apologize for any inconvenience this may have caused. We're working on ways to...

keep this from happening again in the future. As requested a full refund has been issued due to the order not being successfully delivered. Please allow 3-5 business days for this to reflect on your account. Please feel free to contact us directly if you wish to order again, we'll be glad to waive expedited shipping for your purchase. Thank you for your time and commentary. Have a great day!

Hello Krista, 
We apologize for any inconvenience this may have caused. We are currently working on updating our system for more hands on ability of our customers online. The requested update to your account has been made so no further refills will be processed. Further information was...

left via a voicemail today regarding the refund and return procedures for the order shipped over the weekend.

Initial Business Response /* (1000, 5, 2015/08/20) */
Dear [redacted],
I'm so sorry the products did not work out for your pet and that the Customer Service was not to your satisfaction. The flea medication products purchased do not have an expiration date, so I wonder where the determination was...

made that the products are not good in-date as mentioned. Please try and understand our position. The gap between when your purchase was made (February) and when it was reported (July) is far too much time to report a defective product. All products should be inspected by the customer upon receipt to make sure everything is as described by our company. As per our policy on our website, products can be returned for a refund within 30 days of receipt if the product is unopened or unused. This can also be found on your packing slip receipt. Under the circumstances and in the name of good customer service, we will honor a store credit towards a future order. The total amount paid for the products in question was $270.92 - 10% coupon - $243.83. This will be available to you through an order made by phone or live chat and never expires. If you need any further assistance, please call X-XXX-XXX-XXXX.
Sincerely,
[redacted] M.
Customer Service Manager
Initial Consumer Rebuttal /* (3000, 7, 2015/08/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is part of the circle I have been going thru. I first contacted your company in march, within your 30 day requirement. It has been your company that has drug this out all Sumner to make it look like I did not ad hear to your policy. I returned opened product to you because while on the phone I was told by your guest service rep to open all boxes to make sure I didn't have any more vials that were empty. At this time I was told your company would take them back opened because of the issue I was having. She told me to do this because my 30 days after the order was near. As for the flea meds received, if they were not out of date then why didn't they work and why did I open new pkgs to find nothing inside? My vet told me they were old. I am asking for my money back, not more flea products. That is what I was asking for back in March at first contact about this issue. You did not want to do the right thing back in march, I feel the time for me to work with you is over. I have given you all summer, several calls and emails to just give me store credit, at the time that was all I wanted. I do not trust your flea products and feel you would not be talking to me now if I had not sent the letter to the Revdex.com. I am respectfully requesting my money back at this point. I gave you plenty of time to give me store credit, you didn't want to. At this point you have all the products and my money, I just want my money returned to me.
Final Business Response /* (4000, 9, 2015/08/24) */
Dear [redacted],
The first access to your account by a Customer Service Representative was not made until May of this year. These are actual time stamps that are made to show who accessed your account. The notation made in May stated that the flea medication had empty vials. I do not have anything accessed from February showing you made contact with our company regarding this. In addition, the products in question were the flea medications and I do not see a record of any additional products being received or approved for a return. Based on these findings, the best that our company can offer you is a credit of $243.82 that can be used any time in the future.
Sincerely,
[redacted]
Customer Service Manager
Final Consumer Response /* (4200, 11, 2015/08/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to let it be known I am not happy with your answer. First you said I didn't contact you till July, now you say May, I know it was March. This can go on and on. Let's call a spade a spade, you are forcing me to buy more of your out of date flea meds. I refuse to spend my flea med budget on "other" items from your site just as a way of trying to get my money back. I have already been told by you if I order more that a months supply at one time you will not stand by the products you send out past 30 days of when the order was made. You also charge for shipping if I make a lot of SM orders instead of one big order where you give free shipping. In order to make sure this does not happen again I will need free shipping for each single order sent out. It is not right that you charge me shipping on future orders until my full refund has been given. This way any issues with each box can be addressed before another box is sent out within your 30 policy. My flea med budget should not go back to you in the way of shipping just because I am sticking to your 30 policy. When you offer free shipping for that big order you do not tell your customer they will have to give up their right to a refund or money back if it is a item that will not be used for over 30 days. After all, there is no way for me to know there is a issue until I open the pkg. I have no need to open more than one pkg a month unless there is a issue because the flea med is good on the pet for 30 days. We both know if I make one big order, again, we will be right back here again. Because you are forcing me to continue to order my Meds from you until you have paid me back, I need the free shipping to protect Both my money and the orders you send out.

Initial Business Response /* (1000, 6, 2015/09/23) */
Dear [redacted],
I do apologize for the inconvenience of receiving a product that was not ordered. The product is on a nationwide backorder and will not be available for quite some time. The products were sent as the closest alternative for...

your pets. I do not see a response to our e-mail on when it would be a good time to pick up the products. Please e-mail me to at [redacted]@healthypets.com to schedule a pick up. If you wish to keep a bag for the trouble, please go ahead and give it a try as a full refund will be issued anyway. Once the pick up is done, a full refund will be issued to you. Please be advised that a refund from any company takes 3-5 business days to post on the account once issued.
Sincerely,
[redacted] M.
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/09/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Dear [redacted]:
Thank you for your response. Unfortunately, I did not receive an email regarding pickup of the items. I was very upset when I opened the package and seen something different that I was not familiar with.
I have just calmed down. My vet indicates this item will be acceptable for my pets, and you are correct, Virbac is not available anywhere. I have looked. So I have decided to keep the items. No credit necessary.
Please inform your customers when you are making a substitution for something their Furbabies are going to eat. We are very particular about our babies
Kind Regards,
[redacted] S. [redacted]

Initial Business Response /* (1000, 5, 2015/07/13) */
Dear [redacted],
Your auto shipment discount was not applicable to your order due to multiple discounts being attempted to be used. Per our policy on our webpage, discounts are not able to be combined and the less of the 2 discounts will be...

removed. I apologize for any inconvenience this caused. If you have any further questions, please contact me directly at X-XXX-XXX-XXXX ext 109.
Sincerely,
[redacted]
Customer Service Supervisor
Initial Consumer Rebuttal /* (3000, 7, 2015/07/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They did not address either issue. They changed the amount of the credit card charge without my approval, and they still refuse to remove my credit card and other personal information from their system. Their explanation that I failed to read the fine print is ridiculous. The invoice total as copied directly from the purchase screen:
Your Total After Auto Ship Discount:$65.94. This is the only amount I approved.
Final Business Response /* (4000, 10, 2015/07/20) */
Hello [redacted],
The order was not made with multiple coupons, but was made with multiple discounts. Our policy regarding multiple discounts is on our website and can be read here,www.entirelypets.com/info.html. In the interest of good customer service, we will issue the difference as store credit towards any future order made by phone. If you have any further questions, please e-mail me at [redacted]@healthypets.com.
Sincerely,
[redacted]
Customer Service
Final Consumer Response /* (4200, 12, 2015/07/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It is impossible for anyone, let alone a senior citizen to decipher their website. They still charged more than I agreed to pay on the check out screen, and they still refuse to remove my credit card and personal information from their system. The store credit is meaningless. I do not trust a company that just changes amounts on invoices, and would never do business with them again.

Initial Business Response /* (1000, 5, 2015/10/23) */
Hello [redacted],
I'm very sorry to read about all the trouble you had with your order. I'm very disappointing with our company as we hold ourselves to a higher standard. I see that your account has been refunded as of 10/21/15 and does take 3-5...

business days to post on your end. What I will also do for the trouble is give you a matching store credit of $10.99 for you to use in the future. This does not expire and you can use it towards any order made by phone. If you have any questions, please reply to me at [redacted]@healthypets.com.
[redacted] M.
Customer Service Manager
Initial Consumer Rebuttal /* (2000, 8, 2015/10/24) */
The company finally issued a refund today. The issue is now resolved. Thank you for your help.

Hello Ralph, Thank you for your inquiry. We're sorry to hear of the issues with the order. We charge upon an order being moved to ship out. The shipment never arrived as estimated by the manufacturer and the product is no longer made. A full refund has been issued. If you wish to order a replacement...

we can honor an additional discount for the inconvenience. We do apologize for any inconvenience this may have caused. Please let us know if you have any further questions. Thank you for your interest in Entirelypets. Have a great day!