Hannah the Pet Society

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

Complaint: ***I am rejecting this response because: Their idea of working with us is to break the 400$ cancellation fee into multiple payments They are still charging us 400$ to cancel our membership even though we are well past the month mark.Sincerely,*** ***

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

We have extended a very fair offer to Ms*** which still stands if she chooses to accept it The amount owed is not the full cost, but only a partial re-imbursement of the care provided to her pets while they were on our program Below is the offer extended to Ms***:Hi
***,Thank you for taking the time to discuss your Hannah Membership with me As I discussed with you on the phone, I would like to extend a Membership to you, provided you are able to pay the the reduced balance on your previous account Here is the breakdown on the previous charges, per our billing team:At the time of plan cancellation:***= $116.062/mo xmonths = (July- Oct)***= $114.23/mo x months = $(July -Oct)past due in bluepay $130.00sub total (monthly fee) $923.40Total $1053.40Balance due per our current policy:day notice both pets: $230.85past due both pets: 230.85blue pay past due: 130.00Total $591.70Because we value you as a Member, we will reduce the $to $($for *** and $for ***) and reinstate your Membership with the new monthly pricing.We have offered to break down the $into four monthly payments of $in order to assist her with her finances This is the option available for Ms*** as some payment for services rendered is acknowledged whether she chooses to retain her account with us or go elsewhere

We have extended a very fair offer to Ms*** which still stands if she chooses to accept it The amount owed is not the full cost, but only a partial re-imbursement of the care provided to her pets while they were on our program Below is the offer extended to Ms***:Hi
***,Thank you for taking the time to discuss your Hannah Membership with me As I discussed with you on the phone, I would like to extend a Membership to you, provided you are able to pay the the reduced balance on your previous account Here is the breakdown on the previous charges, per our billing team:At the time of plan cancellation:***= $116.062/mo xmonths = (July- Oct)***= $114.23/mo x months = $(July -Oct)past due in bluepay $130.00sub total (monthly fee) $923.40Total $1053.40Balance due per our current policy:day notice both pets: $230.85past due both pets: 230.85blue pay past due: 130.00Total $591.70Because we value you as a Member, we will reduce the $to $($for *** and $for ***) and reinstate your Membership with the new monthly pricing.We have offered to break down the $into four monthly payments of $in order to assist her with her finances This is the option available for Ms*** as some payment for services rendered is acknowledged whether she chooses to retain her account with us or go elsewhere

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,*** ***

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, *** ***

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

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

After reviewing the account, and comparing the complaint to our records, we disagree with the majority of the statements that were madeThe Pet had a skin infection prior to the grooming appointment; he did not contract it while in our careUpon discovery of the skin condition emerging, we
notified the Member, and sent her home with antibiotics that same day, as well as a topical ointment, to treat itWe began treating it with what is proven to be safe and effective for the majority of skin infections, consistent with best practices.To state that we didn’t, “express concern or do everything possible for him,” is a fallacyOver the course of the following weeks, we saw the Pet four times, had multiple phone conversations, and dispensed medicationsThose medications included steroids, several types of antibiotics, ointments, medicated shampoo, pain medications, prescription ear cleaner, and moreAll of this done solely to get the pet feeling better, and at no additional cost to the Member.*** was not, “left untreated in a kennel for hours.” He was unsafe to handleHe exhibited signs of aggressionFor both his and our Team Members’ safety, we had to allow him to rest until he calmed down and we were able to get the swab needed to progress his care*** had previously exhibited fractious behavior on several occasions over the years, including growling, being protective of the Member, and multiple bite attemptsWe’re not unfamiliar with this behavior in our industry, so we handled the situation with caution that was appropriate for the situation.As for the claims that we were, “uncooperative,” with the Member’s regular veterinarian, and that the Member had to, “beg and cry,” to get the culture sent to them, these statements are simply untrueWe provided the Member’s regular veterinarian with all pertinent medical information the same day via a phone call to insure continuity of carePresumably they were able to come to the conclusion as to the next steps in treatment because they had the luxury of access to the information we provided about the medical legwork that had already been done for ***.We understand that our model is not a fit for everyone, and that’s okayAs requested, we will cancel the account and coverage for ***, but the fees the Member owes us are to reimburse us for real costs we incurred to find, evaluate, and care for the Member’s Hannah PetThe total the Member owes to cancel the account, as outlined in her Enrollment Agreement and TLC Agreement, is $We can set that up in an up to eight-month payment plan for the Member’s convenience, if she prefersIf we don’t receive payment for what the Member contractually owes us we will be forced to place the account in our Delinquent Account process?

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, *** ***

The *** signed and agreed to cancellation fees of $($245.00+$respectively per pet) if they ever chose to no longer continue their membershipThe *** 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

Complaint: [redacted]I am rejecting this response because:  Their idea of working with us is to break the 400$ cancellation fee into multiple payments.  They are still charging us 400$ to cancel our membership even though we are well past the 12 month mark.Sincerely,[redacted]

The [redacted] enrolled in Hannah’s Total Lifetime Care program for two cat pet placements in December 2012.  At the time of the enrollment, the [redacted] signed an agreement outlining all monthly fees, cancellation fees, and all of the services they would receive as a Hannah...

member, including veterinary care, food, and behavioral support.  Included in this enrollment agreement is the following statement, which the [redacted] read and initialed: “Cancellation fee is: $155.00, Pet Return Fee is $0.00, Start Up Kit Cost is $95.00”.  This was initialed and signed for both pets they were placed with through Hannah.  The [redacted] were given all of the information required tomake an informed decision regarding their Hannah membership.  The [redacted] were not forced to sign any agreements to receive any specific pets, and had the option to meet many different cats and filled out a Feline Match Entry Questionnaire in which they were asked a series of specific questions to help determine what they were looking for in a new member of their family.  They had up to 18 different opportunities to meet and find the connection that they were looking for.  Hannah uses an automated call system in which to contact member’s as their pets become due for preventative care.  The [redacted] were also personally contacted in February 2013 and May 2013 by our team member S. C[redacted] to let them know that their pets were due for regular preventative care.  If there is other desired care needed for the pets; it is up to the pet parent to contact us just as it is in human medicine.  The [redacted] pets have received multiple medical tests, vaccinations, deworming, and preventative care to ensure their health.  At which, one of those appointments in January 2014, they renewed their contract with us for another year by physically signing to the agreed terms.  We attempted to contact the [redacted] for over three months to set up billing arrangements to prevent them from going to collections, however, due to lack of response from them by the fourth month, they were forwarded to our collection agency for the amount of $988.00 in August of 2014.  We stand by our contract that the [redacted] signed for both of their pets on December 20, 2012 and again on January  15, 2014 for the above fees owed to cancel their membership.

Complaint: [redacted]
I am rejecting this response because: I have never had food dropped off at my door ever. There was a nurse that was very rude over the phone with me when I called to check on my puppy. Up until than everything was fine. I tried to file a complaint with the business. I called them twice and told them what happened I was told someone would call me about the situation. I never got a call about it . I waited to weeks before coming to the Revdex.com. I came to you because I feel that I am not being heard by them about how they handle my situation. One of the nurses told me they had to put her in the back for the day because she was crying. I understand that. But they should at least try and understand where I am coming from. As for them say how kind they are and how they went above and beyond for my dog they did. However this is about one nurse there and about how I feel upset about them ignoring me. Now they want to threaten me by sending me to colletions and accusing me of lying this is not how a business acts.
Sincerely,
[redacted]

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 5/18/16.  The account for which she is listed as a secondary member was updated on 5/11/16.  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 [redacted]'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 [redacted]'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 Mr. [redacted] and has resolved all concerns represented in his statement on 11/28/15.  Mr. [redacted] has received all information regarding his membership with Hannah and has been cancelled with all concerns addressed to all parties’ satisfaction.

Hannah the Pet Society is in contact with Ms. [redacted].  As a customer service gesture, and in light of the circumstances, we are willing to extend a refund to Ms. [redacted] and her family.

Complaint: [redacted]I am rejecting this response because:
Revdex.com:I have reviewed the response made by this business and my lawyers are handling it. It is not true . I paid in March, they garnished my paycheck , I never received any training or care and paid 580$ Feb to March . I am disgusted with this business , and the upper management behind my back stole my personal clients a non-profit and tried to spell them and offered money . I have proof emails, the president is supporting me as well as many business owners . I have lawyers, filed claim with [redacted] , they said I have big case as I have a ptsd disability , my boss who verbally agreed day of hire I would work 9:30/6 every day and sat , but because of being in 2 civil suits against the perpetrators who assaulted me 2 months before , we agreed days were fine . However , out of 2.5 months I worked 2 days . My boss was recently fired and is not around to confirm , however I have proof of that as well , and my council is handling that . So again I am in process of suing hannah with our non profit supporting me and my many supporters . Hannah is lying and we will expose the truth , being I worked very hard for them , on my day off , I presented hAnnah to 45 business owners which was 20 leads in 15 min. My job was to get cold leads 3/ day I got those , then in afternoon my nonprofit gave me 12  neighborhoods of leads ceo herself , we have worked together for 5 years as friends now family and partners . She trusted me .  I set up marketing meeting as per marketing manager and was told they would help me market services to my clients of 5 years in train III [redacted] , proof of that .  Instead they stole my info tried contacting my parents without me , not hannah clients and then instead of thanking me for thousands and partnering with my people in adding a pet run per president my partner ..last 5 years of my career , my hard work and they had the guts to email them offer $$ and to bribe them. Proof of this too . I am not satisfied and intend to pursue civil suits , 2 . I can be reached by email and I can get my nonprofit ceo to confirm and forward emails . Lori D[redacted] has no integrity and after she is exposed I am confident you will keep this complaint, and over 49 business owners making complaints as well in our organization if needed for me . I was hired for a job I did at 18, I had 6 years as a marketing manager and now a Director ..8 years retail management, I was put in a mall w ptsd and ignored set up to fail . Lori was intimidated by my success outside of this job and once she found out how big my contacts were when they pay tons for leads tv / radio I got mine for free , because I'm honest .My family , parents , friends, business associates all will be supporting our non profit , we r not for sale , I called Lori out for stealing my clients , they said I was the rep for 5 years in the community and my involvement was crucial since it was all my ideas ....I can get anyone on phone including 10 business owners proving my character . I shared my ideas to partner thousands for services and was fired, then paid 580$ vet care cut . Hannah is now dealing w my lawyers who I'm glad for you to talk to he's very disgusted they breached my contract, I did not, the truth is coming out , and hopefully they will be shut down for they lie and it will be proven . 2 media contacts want my story but due to being a kidnapping victim in civil case, I tried to work to support my son but now emotional distress amongst lost wages list is long , Hannah will pay for . My contacts are a 38 yr old company very respected as out of 2,500 reps , 6 of us hit Director . Commission only and lawyers thought hannah would be therapeutic , but not made [redacted] worse by changing my hours and again [redacted] handling it, 5 years in law protecting business owners , families and this time it's me who they are protecting . I'm honest , Christian and hannah is a sinking ship 85% turnover employees, 8 in one month there , horrible upper management, Lori will be exposed soon . I am still in disbelief of the poor business ethics ....as a professional my business 86% referrals for a reason stellar customer service , a passion for helping others , not selling animals for profit ...and when a smart woman challenges them , I'm fired . SSincerely, [redacted]Sincerely,[redacted]