Hannah the Pet Society

All requested records were sent on November 13, 2015.  Contacted Mr. [redacted] on November 16, 2015 and left a message.  Called on November 19, 2015 and spoke with Mr. [redacted] and he confirmed that he did receive the requested records.

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 system. The only note from April of 2016 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 account. There 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 cancellation. These 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 $700.00 cancellation fee owed under the Membership Agreement, a total of $300.00 was discounted and credited leaving a balance of $400.00 owed. We 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 $400.00 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 $66.66 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.

After reviewing the account, and comparing the complaint to our records, we disagree with the majority of the statements that were made. The Pet had a skin infection prior to the grooming appointment; he did not contract it while in our care. Upon 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 it. We 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 fallacy. Over the course of the following weeks, we saw the Pet four times, had multiple phone conversations, and dispensed 14 medications. Those medications included steroids, several types of antibiotics, ointments, medicated shampoo, pain medications, prescription ear cleaner, and more. All of this done solely to get the pet feeling better, and at no additional cost to the Member.[redacted] was not, “left untreated in a kennel for hours.” He was unsafe to handle. He exhibited signs of aggression. For 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. [redacted] had previously exhibited fractious behavior on several occasions over the years, including growling, being protective of the Member, and multiple bite attempts. We’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 untrue. We provided the Member’s regular veterinarian with all pertinent medical information the same day via a phone call to insure continuity of care. Presumably 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 [redacted].We understand that our model is not a fit for everyone, and that’s okay. As requested, we will cancel the account and coverage for [redacted], 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 Pet. The total the Member owes to cancel the account, as outlined in her Enrollment Agreement and TLC Agreement, is $700. We can set that up in an up to eight-month payment plan for the Member’s convenience, if she prefers. If we don’t receive payment for what the Member contractually owes us we will be forced to place the account in our normal Delinquent Account process.

We were contacted by the Hannah society and informed that we would no longer be Hannah members. They have cancelled our contract. I just want to ensure we retain ownership of our dog, and that we receive copies of their medical records and vaccines. Thank you, [redacted], LPN [redacted]. [redacted]...

Pediatrics/PHCT SEIU LOCAL ** 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 me. Sincerely, [redacted]

The [redacted] 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 [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 12 months plus 30 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 $113.00 (first quote was 85.00 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 12 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 2015 they were notified that their account was behind for 8 months and that we required action from them to make it current.  We came up with a payment plan for $138.00 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 2014 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 10 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, 2014 for the fees listed of $706.00 owed to cancel their membership.

[redacted], a former Hannah Society employee, enrolled in Hannah’s Total Lifetime Care program and was placed with a Hannah pet in February 2015. When she enrolled, Ms. [redacted] paid an enrollment fee of $245 and was given an itemized list of all monthly fees and cancellation fees.  She...

signed and initialed this agreement and received a copy.  Ms. [redacted] would receive all-inclusive veterinary care, food and behavioral training, as long as her monthly support fees were paid.  While she was enrolled for a 24-month term of service, Ms. [redacted] only completed one month of her term.In March, Ms. [redacted]’s account became past due.  She was sent a letter informing her of the account delinquency, but she made clear in verbal and written terms that she had no intention of paying.  Ms. [redacted] claims that Hannah has refused care for her pet.  Hannah is a membership-based veterinary program.  As such, we provide all services to active, current members.  Since Ms. [redacted] has not paid her membership fees and has allowed her account to become delinquent, Hannah cannot provide these services and must reserve our resources for members in good standing.Ms. [redacted] also claims in her complaint that she never received services from Hannah for her pet.  On the contrary, Ms. [redacted] received a supply kit, food and vaccinations for her pet.  She was also scheduled for behavioral training courses, but she never attended.Hannah is currently in communication with Ms. [redacted] in an effort to settle her account.

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]

They have refunded $119 as of this afternoon. 
 [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 me. Sincerely, [redacted]

[redacted] enrolled in Hannah’s Total Lifetime Care program on December 27, 2013 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 training. Included in this enrollment agreement is the following statement, which Ms. [redacted] read and initialed: “ Your membership is for a minimum of 12 months plus 30 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, 2015 to set up her cancellation payment of $310.00 to be broken down into four monthly payments of $77.50 of which is only the cancellation fee noted in her agreement of $155.00 per pet.  We stand by our contract that Ms. [redacted] signed for both of her pets on December 27, 2015 for the abovefees owed to cancel her membership.

The [redacted] signed and agreed to cancellation fees of $400.00 ($245.00+$155.00 respectively per pet) if they ever chose to no longer continue their membership. The [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 $100.00.  We are further breaking that down into payments that are being charged on a date of the [redacted]' choice.

Hannah the Pet Society has spoken with Ms. [redacted] and has resolved all concerns represented in her statement on 1/21/16.  Ms. [redacted] has received all information regarding her membership with Hannah and has been cancelled with all concerns addressed to all parties’ satisfaction.

The [redacted] joined Hannah on December 27, 2014 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 [redacted] 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 [redacted]. 
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.