Hannah the Pet Society

Hannah the Pet Society's billing system does not allow the ability to see a member's full card information If a member wishes to update account information, they must call in and relay the account information each time There are two account; one for which [redacted] is the sole member listed, and one for which she is the secondary member For [redacted] 's account, this billing information was updated on 5/18/ The account for which she is listed as a secondary member was updated on 5/11/ After researching and reviewing each account thoroughly, the account for which [redacted] is listed as a secondary has documented contact with her regarding the other pet Additionally until February when we pulled her account from collections, our records showed both ***'s account and the other account as having the same billing address Despite our clear records indicating that our charges were within the scope of the past billing arrangements, we will refund the amounts requested, place ***'s account on hold so we can remove the card on file; and await her contact to add a payment method for her payments on her primary account

Complaint: [redacted] I am rejecting this response because: Regardless of any of that, harassment by anyone, including a business, is against the law! Traditionally if someone has not responded in a couple of attempts it is assumed that the service is not wantThey do not continue to attempt contact for nearly weeksThree days of contact is within good conduct for anyone, but three weeks of contact is straight up harassment and should not be done by ANY business!? Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:I am still awaiting records from [redacted] care and his new dietary needs so that our new vet can order his food that was prescribed by Hannah.? Sincerely, [redacted]

The [redacted] signed and agreed to cancellation fees of $($245.00+$respectively per pet) if they ever chose to no longer continue their membershipThe [redacted] have accepted our offer to use their monthly fees due towards their cancellation fee owed We consider this issue resolved as we have provided all care as listed in our agreement and are discounting their cancellation amount by over $ We are further breaking that down into payments that are being charged on a date of the ***' choice

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

We were contacted by the Hannah society and informed that we would no longer be Hannah membersThey have cancelled our contractI just want to ensure we retain ownership of our dog, and that we receive copies of their medical records and vaccinesThank you, [redacted] , LPN [redacted] *** Pediatrics/PHCT SEIU LOCAL [redacted] Steward 503-***-***/ [redacted]

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

Hannah and the [redacted] have agreed on a mutually satisfactory resolution to their matter, but want to correct the record on the facts We have attempted to work with the [redacted] through every request, both while they were members, as well as after Our long-standing policy is to document every call with every Hannah member in our internal messaging systemThe only note from April of is that the [redacted] came in and picked up flea medication at no charge for their pet [redacted] We also have no record of any voicemails left by the [redacted] during this time frame On June 15, 2016, their monthly payment declined, and we attempted on five different occasions to contact the [redacted] regarding their accountThere are no services available at any time a payment has been declined because the account is placed on hold until the monthly payment is caught up (unless there is a medical emergency) at which point the account must be brought current (once the pet has been stabilized) For this reason we work hard to contact members to bring their account current if delinquent to ensure they have easy access to the coverage they signed up for We finally received a response on June 30, 2016, which we have noted as their first request for cancellation via voicemail On this day, we went over the [redacted] concerns at length, and asked for some time to review all of their concerns and get back to them We subsequently attempted multiple times to contact them with our findings via phone and email with no response until the end of August In the August conversation it was made known that while we do not typically give discounts on the purchase fee and other fees associated with cancelling, we would work with the [redacted] Their signed Membership Agreement clearly outlines that fees will be due to repurchase the pet at the time of cancellationThese fees reimburse us in part, but not completely, for the costs we incurred in acquiring the [redacted] Pet As a goodwill gesture, however, we did not charge the [redacted] their monthly fee for the months of July or August (totaling $194.00) while we worked with them Of the $cancellation fee owed under the Membership Agreement, a total of $was discounted and credited leaving a balance of $owedWe agreed that Hannah would not charge the cards on file, and would remove them from the system; provided that the [redacted] called in to set up a payment arrangement for the $owed, to be broken into either four or six payments in September This information was confirmed with them via email, after it had been discussed and agreed upon, along with the paperwork needed to transfer ownership of [redacted] to them We followed up again on the paperwork and finally received an email response in mid-September with the paperwork signed, asking if Hannah needed anything further We responded that the last step was to set up the cancellation payments We received no reply to that email; we emailed and called several more times with no response Our process for delinquent payments includes attempting to charge cards/accounts authorized for use in the designated file, rather than just sending the person to collections, when they aren’t returning our calls, emails, or texts Since the member did not return our calls or emails to set up a payment arrangement as she had agreed, we moved forward with our delinquency process and charged the first payment of $towards the total amount still owed on 10/17/16, more than two weeks after September had passed As reflected above, we believe we were completely (and repetitively) responsive to the [redacted] and not the cause of any communication failures Nonetheless, in order to resolve this matter, Hannah and the [redacted] have mutually agreed that the [redacted] will make two payments of fifty dollars ($50.00) as final payment of what is owed

Mr [redacted] contacted us online seeking further information regarding our services on September 24, 2015.? Through our call process we attempted, without success at reaching him.? Mr [redacted] only needed to respond once, that he was no longer interested and his account would have been modified to reflect his decision and contact attempts voidedAs of today, his account has been marked as inactive and he should no longer receive any contact from us.? We have a very simple process to confirm that our services are no longer needed through several communication options such as email, phone call, or online chatWe appreciate the notification to close out his information search

We extend our deepest sympathies with the [redacted] family for their loss of [redacted] .? We saw [redacted] on 6/24/for dragging his rear right leg.? We recommended that we do x-rays while he was sedated to enable him to not feel any discomfort while we examined and took the pictures needed.? An appointment was scheduled and [redacted] was dropped off on July 1, and we performed a thorough exam (including bloodwork) and took the needed x-rays of his legs, hips and pelvis area.? The x-rays and bloodwork indicated nothing out of the ordinary and that he was aging as older German Shepherds do; he was getting stiffer, a little weaker, and was slightly anemic.? The treatment plan was to start joint supplements, steroids for the inflammation, and to recheck everything in the next 2- weeks and then wean him off of the steroids.? The [redacted] ’s took [redacted] home that day and we received a phone call to our ER line on 7/2/at 7:29AM letting us know [redacted] had passed in the night.? ? The [redacted] s’ brought [redacted] in and at their request we performed a necropsy for his sudden death.? It was at this time that it was discovered that he passed from hemangiosarcoma (terminal cancer).? The tumor was attached to his spleen, but the cancer had spread throughout his abdomen and would not have been able to be removed surgically.? The tumor also was not in an area of the body that we had x-rayed for the leg condition ? On July 16, the [redacted] s’ came in to pick up [redacted] ’s remains? At their request we provided a copy of his x-rays on cd, and also provided a copy of all of his medical records.? There has been nothing withheld.? We are happy to have them come to our Health and Education Center and pull up [redacted] ’s medical records with them present so they can compare the two to reconfirm they already have received all records.? We are mystified by the assertion that we did anything to avoid providing long term or expensive care for their pet- he died of cancer the same day we saw him, and there was nothing else we, or anyone else, could have done ? We are happy to discuss with them at their convenience, their desire to cancel their membership

Hannah the Pet Society has spoken with Ms [redacted] and has resolved all concerns represented in her statement on 1/21/ Ms [redacted] has received all information regarding her membership with Hannah and has been cancelled with all concerns addressed to all parties’ satisfaction

[redacted] enrolled in Hannah’s Total Lifetime Care program on December 27, after receiving her cats’ preliminary veterinary exams At the time of her enrollment, Ms [redacted] signed an agreement outlining all monthly fees, cancellation fess and all of the services she would receive as a Hannah Member, including veterinary care, food and behavioral trainingIncluded in this enrollment agreement is the following statement, which Ms [redacted] read and initialed: “ Your membership is for a minimum of months plus days’ notice with signed cancellation Cancellation fee is : $155.00.” Ms [redacted] was given all of the information required to make an informed decision regarding her Hannah membership and the duration of her term of service and cancellation According to our records we have not received any calls regarding her pets food issues of either stated concern of wrong food being given or service issues at time of pick up If she reported concerns about the food, one of our veterinary care professionals would have contacted her to discuss other options We have no record of these specific concerns being raised Ms [redacted] pets’ have received multiple medical tests, x-rays, vaccinations, deworming, and preventative care to ensure their health.Ms [redacted] contacted us on July 1, to set up her cancellation payment of $to be broken down into four monthly payments of $of which is only the cancellation fee noted in her agreement of $per pet We stand by our contract that Ms [redacted] signed for both of her pets on December 27, for the abovefees owed to cancel her membership

The [redacted] signed and agreed to cancellation fees of $($245.00+$respectively per pet) if they ever chose to no longer continue their membershipThe [redacted] have accepted our offer to use their monthly fees due towards their cancellation fee owed? We consider this issue resolved as we have provided all care as listed in our agreement and are discounting their cancellation amount by over $? We are further breaking that down into payments that are being charged on a date of the ***' choice

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

The [redacted] enrolled in Hannah’s Total Lifetime Care program on February 3, after receiving their dogs’ preliminary veterinary exam At the time of their enrollment, the [redacted] signed an agreement outlining all monthly fees, cancellation fess and all of the services they would receive as a Hannah Member, includingveterinary care, food and behavioral training Included in this enrollment agreement is the following statement, which the [redacted] read and initialed: “ Your membership is for a minimum of months plus days’ notice with signed cancellation Cancellation fee is : $216.00.” The [redacted] were given all of the information required to make an informed decision regarding their Hannah membership and the duration of their term of service and cancellation.They originally signed on for $(first quote was a month for a health pet, however their pet had medical issues when it first came to us and price changed to reflect amount of work needed to get pet back into good health) a month for which they initialed and signed for months in February of They started running into billing issues July of same year but were able to make their payments In February of they were notified that their account was behind for months and that we required action from them to make it current We came up with a payment plan for $a month for them to bring their account current so their pet could be seen at our clinics This payment plan has not been honored.Hannah is a membership-based veterinary program As such, we provide all services to active, current members Since the [redacted] have not kept current on their membership fees and have allowed their account to become delinquent multiple times, Hannah cannot provide these services and must reserve our resources for members in good standing.We have attempted to contact the [redacted] no less then six times in two months to set up billing arrangements however, due to lack of response from them by the thirdmonth, they were sent another email in August of notating that we have been unable to process payment and to please contact us in order to make arrangements to do so To date we have only received six out of seventeen payments that they agreed and signed for while receiving multiple services for their pet including but not limitedto: vaccinations, heart worm test/preventative, lab work, blood work, over different medications, and a dental with extractions The food provided is of the highest quality the highest quality pet foods on the market today We stand by our contract that the [redacted] signed for their pet on February 2, for the fees listed of $owed to cancel their membership

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 meSincerely, *** ***

Mr*** contacted us online seeking further information regarding our services on September 24, 2015. Through our call process we attempted, without success at reaching him. Mr*** only needed to respond once, that he was no longer interested and his account would have
been modified to reflect his decision and contact attempts voidedAs of today, his account has been marked as inactive and he should no longer receive any contact from us. We have a very simple process to confirm that our services are no longer needed through several communication options such as email, phone call, or online chatWe appreciate the notification to close out his information search

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to meSome inaccuracies aboveWe brought him in for being lethargic and not himself The right leg favoring was pointed out by a vet tech during the first visit He was severely anemic not slightlyThe reason I made this an issue is because they kept telling me that records were not availableHad the records been available immediately for my review I would not have become suspiciousSeeing the blood work results from IDEXX did help me understandThe 2nd blood test did not indicate any acanthocyts present so I now understand that Dr were going from what was in that report, as expectedI truly did not want to believe that anyone could go about taking care of pets, even as a business, in this mannerI recommend that going forward Hannah provide records after each visit so no suspicions can ariseOther independent vet clinics provide a walk out slip to review in writing, the actions taken during the visit and future plans, if any.
I accept that there was nothing that could be done, I do question why there wasn't at least some interest in finding out why 1st blood sample had acanthocytsI have a background in blood knowledge and had been preparing myself for vet to tell me he had cancerWhen I asked if he had cancer I was told NO he does not have cancerI know there is no blood test that can specifically confirm that but wanted to believe it so much that when he did die of it I was very angry
To the the vet that took over his care from X-rays to releasing him to me and then accepting him back for autopsy and cremation, and then speaking with me, this complaint was not about you, it was a complaint about an ethical business practiceThank you Dr Kim H for your patients with me and not taking this personally
Sincerely, *** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to meSome inaccuracies aboveWe brought him in for being lethargic and not himself The right leg favoring was pointed out by a vet tech during the first visit He was severely anemic not slightlyThe reason I made this an issue is because they kept telling me that records were not availableHad the records been available immediately for my review I would not have become suspiciousSeeing the blood work results from IDEXX did help me understandThe 2nd blood test did not indicate any acanthocyts present so I now understand that Dr were going from what was in that report, as expectedI truly did not want to believe that anyone could go about taking care of pets, even as a business, in this mannerI recommend that going forward Hannah provide records after each visit so no suspicions can ariseOther independent vet clinics provide a walk out slip to review in writing, the actions taken during the visit and future plans, if any.
I accept that there was nothing that could be done, I do question why there wasn't at least some interest in finding out why 1st blood sample had acanthocytsI have a background in blood knowledge and had been preparing myself for vet to tell me he had cancerWhen I asked if he had cancer I was told NO he does not have cancerI know there is no blood test that can specifically confirm that but wanted to believe it so much that when he did die of it I was very angry
To the the vet that took over his care from X-rays to releasing him to me and then accepting him back for autopsy and cremation, and then speaking with me, this complaint was not about you, it was a complaint about an ethical business practiceThank you Dr Kim H for your patients with me and not taking this personally
Sincerely, *** ***