Hannah the Pet Society

Hannah the Pet Society has resolved all concerns represented in both statements from the ***’s as stated below and within the time line specified to the ***’s
As stated based on the agreement made with the member due to their hardship, we upheld our side and provided all the care needed for the pets, including going above and beyond the agreement by providing emergency care outside of the agreed upon parameters for an additional $not being added onto their account. Out of the agreed upon amount of two payments of $starting in May 2015, we received no payment until October of 2015, of which that was $out of the $owed for June and July. There was contact made every month to try and assist the member to get their account up to date and work with them as we have notated all points of contact. Meanwhile we still provided the care needed for the pets. If payments are not received, the amount will go up as it continues to accrue with nothing paid against itOwnership has been reverted back to the ***'s and the medical records have been emailed to them for each pet

Hannah the Pet Society has resolved all concerns represented in both statements from the ***’s as stated below and within the time line specified to the ***’s
As stated based on the agreement made with the member due to their hardship, we upheld our side and provided all the care needed for the pets, including going above and beyond the agreement by providing emergency care outside of the agreed upon parameters for an additional $not being added onto their account. Out of the agreed upon amount of two payments of $starting in May 2015, we received no payment until October of 2015, of which that was $out of the $owed for June and July. There was contact made every month to try and assist the member to get their account up to date and work with them as we have notated all points of contact. Meanwhile we still provided the care needed for the pets. If payments are not received, the amount will go up as it continues to accrue with nothing paid against itOwnership has been reverted back to the ***'s and the medical records have been emailed to them for each pet

A team member from our billing department spoke with Ms*** and explained that she owed $cancellation fee for Bill & $cancellation fee for Jackson, a total of $Ms*** said that she will pay the Sept bill of $for the end of her contractWe stated that we
will accept the $172.00, to be paid on 9/15/15, as her last fee and cancellation paymentWe requested that she contact the Revdex.com to remove complaint, mark it resolved or delete itMs*** agreed to this and we are still waiting a response of action from her on this agreed solution

Hannah and the *** 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 *** 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 *** came in and picked up flea medication at no charge for their pet ***. We also have no record of any voicemails left by the *** during this time frame
On June 15, 2016, their monthly payment declined, and we attempted on five different occasions to contact the *** 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 *** 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 ***. 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 *** Pet. As a goodwill gesture, however, we did not charge the *** 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 *** 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 *** 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 *** and not the cause of any communication failures. Nonetheless, in order to resolve this matter, Hannah and the *** have mutually agreed that the *** will make two payments of fifty dollars ($50.00) as final payment of what is owed

The *** enrolled in Hannah’s Total Lifetime Care program on February 3, 2014 after receiving their dogs’ preliminary veterinary exam. At the time of their enrollment, the *** 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 *** read and initialed: “ Your membership is for a minimum of months plus days’ notice with signed cancellation. Cancellation fee is : $216.00.” The *** 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 2014. 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 *** 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 *** 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 *** signed for their pet on February 2, for the fees listed of $owed to cancel their membership.

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 *** *** is the sole
member listed, and one for which she is the secondary member For *** ***'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 *** *** 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

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

They have refunded $as of this afternoon.
*** ***

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

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, *** ***, LPN *** ***
Pediatrics/PHCT SEIU LOCAL ** Steward 503-***-***/***

Complaint: ***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,*** ***

We are actively working with the *** to address their concerns We have submitted an offer to reconcile their account and are awaiting their final decision

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, *** ***

Hannah the Pet Society has spoken with Mr*** and has resolved all concerns represented in his statement on 11/28/15. Mr*** has received all information regarding his membership with Hannah and has been cancelled with all concerns addressed to all parties’ satisfaction

Complaint: ***
I am rejecting this response because: I have never had food dropped off at my door everThere was a nurse that was very rude over the phone with me when I called to check on my puppyUp until than everything was fineI tried to file a complaint with the businessI called them twice and told them what happened I was told someone would call me about the situationI never got a call about it I waited to weeks before coming to the Revdex.comI came to you because I feel that I am not being heard by them about how they handle my situationOne of the nurses told me they had to put her in the back for the day because she was cryingI understand thatBut they should at least try and understand where I am coming fromAs for them say how kind they are and how they went above and beyond for my dog they didHowever this is about one nurse there and about how I feel upset about them ignoring meNow they want to threaten me by sending me to colletions and accusing me of lying this is not how a business acts
Sincerely,
*** ***

*** *** enrolled in Hannah’s Total Lifetime Care program for a pet placement in May 2012. Shortly after her enrollment, she was placed with a young adult Dachshund. Hannah does not provide a “rent to own” program as indicated in Ms*** complaint. Hannah is an
all-inclusive, members-only veterinary care provider. In addition to veterinary care, we also provide food and behavioral training. For some members who are searching for a new pet for their family, we also assist in pet searches and placements. Ms.*** monthly support fees paid for the food, training and veterinarycare she received for her pet. This was not a payment plan for her pet as claimed in her complaint.Hannah is in possession of Ms*** signed contract and we have provided her with a copy Ms*** assertion that the contract we provided is not what she signed is inconsistent with our policies and contracts.We stand by the contract MsEdmondson signed and we believe she owes the contracted cancellation fee

The *** joined Hannah on December 27, and brought one of their own cats onto our Total Lifetime Care program, and chose to be placed
with a Pet through us as well. Both Pets have received excellent care at our facilities including diagnostics, lab work, vaccinations,
medications, food
(including prescription diet), behavior support, surgery, and hospitalized care for their Pets without ever paying more than their agreed upon modest
monthly service fee. We are unable to agree with their diagnoses that food is the cause of their Pets issues. We have treated them from a medical and
behavior approach for their urinary tract infection (UTI), and it appears to be a two-fold issue. Both Pets have been placed on a prescription diet that is
a precautionary measure to help prevent future issues if medication and behavioral support are not able to fully control the UTI.
Hannah is a functioning emergency hospital for its own Members. For this reason there are times where our Members have short waits to be seen for
their scheduled appointment or for a walk in appointment. We hope that all Members would be as understanding for our Members having the medical
emergency as if it were their own Pet experiencing the emergency and needed care urgently
Hannah carries flea medication for our Members. Being able to purchase additional medication for non-Hannah Pets is something we are able to
accommodate as supply allows. When manufacturers or distributors have supply issues, we then need to reserve our stock for Hannah Pets. We are
not able to control shortages that occur at the source
Hannah has been attempting to work with the *** regarding their request for cancellation. The amount owed is only partial reimbursement for
the first exam and diagnostics done for the Pet they added to our Total Lifetime Care. The Pet that they were placed with through our Matching Service
has its own cancellation fee that reimburses us in part for the acquisition, transportation, medical and behavior testing and are clearly outlined in their
signed Enrollment Agreement. The total due for which they agreed and signed for is $356.00. As a good will gesture we agreed to discount it to
$261.00. We’ve sent the documents necessary to finalize the cancellation of the plans, as well as copies of their signed agreements, to the ***.
Until those documents are signed and returned to us with a financial arrangement for the reduced cancellation fee, monthly payments will continue as
outlined in their Enrollment Agreement.

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution while unsatisfactory will have to do I would highly recommend that anyone thinking of doing business with hannah reconsider Sincerely, *** ***

All requested records were sent on November 13, Contacted Mr*** on November 16, and left a message Called on November 19, and spoke with Mr*** and he confirmed that he did receive the requested records

We extend our deepest sympathies with the *** family for their loss of ***. We saw *** 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 *** 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 ***’s took *** home that day and we received a phone call to our ER line on 7/2/at 7:29AM letting us know *** had passed in the
night.
The ***s’ brought *** 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 ***s’ came in to pick up ***’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 ***’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