PetCareRx, Inc.

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 and the matter has been resolved.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]
 
[redacted]   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] placed an order for a medication called Adequan on 8/*/2016. At that time we had a very limited...

supply of that medication on hand in which all customers were notified at the time that there will be a possibility that the medication could be out of stock at any time.   When completing the order [redacted] notified us that he was mailing in his prescription for the medication. We then received that prescription on 8/*/2016 and approved his order. However at that time the medication was out of stock in our pharmacy. We were notified that one of our partnering pharmacies did have a limited supply in stock so the order was given to them to be processed.   However due to the high volume of orders being transferred to them for fulfillment they were unable to ship all of the orders before Adequan became out of stock at their pharmacy as well.  At that point we were provided with all of the orders that were unable to be filled so that we can contact them. Our team began making those contacts.   Our standard shipping window is 3-7 business days from the date the order is approved and shipped. If [redacted]’s order was to be shipped on 8/*/2016 when the approval was posted his order would have arrived to him no later than 8/**/2016 which was the 7th business day. [redacted] was notified on 8/**/2016, before the expected delivery date that the medication was unable to be shipped and was refunded to him.   We definitely do apologize to [redacted] for the inconveniences and miscommunication pertaining to this order and medication and completely understand the frustration as all medications are detrimental to a pets health.   [redacted] can contact us Monday-Friday between *AM and 6PM EST, Saturday between *AM and 5PM EST and Sunday between *AM and 3PM EST if he has any further concerns or questions.   Thank you, Michelle M[redacted] Marketing and Client Services

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 and the matter has been resolved.  Additionally, I have received no calls for about 5 days.Thank you so very much, Revdex.com.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]This company is missing the whole point. I NEVER received any contact about my cancelled prescription. I was NEVER automatically refunded the money. It took me contacting them to figure out my order was canceled and it took my questioning for them to refund me the money. Why pay a membership fee for poor service? I did not save money by enrolling in the membership because I never got a full years worth of such service. Savings is guaranteed and 100% guaranteed? False. They won't even refund you for poor service and savings guaranteed.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

When I called I was not even aware that it was a memership charge.  I called to find out what the charge was for.  I then cancelled it and requested a refund.  When I signed up for the membership I do not recall paying for a membership.  I am unable to check since the account is now closed.  Also, just because I bought a product from them and had a credit card number on file, doesnt mean it should be charged because now the company is charging for memerships.  I have since received my refund but feel their actions and information told to consumers is not true.  My bank had told me that.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] about the Pet Plus membership charges she accrued while her membership was active. When the membership is established for the first...

time we notify the customer via email of all the “Terms and Conditions” along with all the benefits of the membership. As part of both the benefits and the Terms of the membership we renew the membership automatically and without notice so there is no lapse in their benefits.   We can certainly refund the previous charges of the membership however they can no longer be done electronically due to the time that has lapsed. We will be able to mail the refund to [redacted] to the address she provided on this Revdex.com Case letter. Please allow 14-21 business days for that refund check to be mailed. The total we will refund is going to be $105.30, this will include the membership for 2015 ($52.65) and the one for 2016($52.65).   If there is anything else we can assist [redacted] with she can feel free to contact us at her earliest convenience, our phone number is ###-###-####.   Thank you, Michelle Marketing and Client Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Even if the company is technically correct, I think this are using a misleading business practice. They give an order total, as shown and circled in the screenshot they sent, and then include a separate charge that is not included in the total. Something should not be labled total if it is not a total.Also, I'd like to note that I finally received the receipt for the annual charge from them on November **. [redacted]
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted]’s concern is that her medication previously purchased with us is not authentic. As we have stated on multiple occasions we are not only a company that has been in business since 1998, we are also VET VIPPS Certified. Everything we dispense has been FDA and EPA certified, inspected and approved. All our medication comes directly from the MANUFACTURE OR A LICENSED DISTRIBUTOR. We stand by our product, and guarantee that it is genuine and authentic medication. As previously suggested [redacted] and [redacted]’s veterinarian are more than welcome to look up our pharmacy and certification on the U.S. National Association of Boards of Pharmacy [redacted]  We honor and exceed all manufacturers' guarantees, so as we have stated on our website,[redacted] “If you purchase [redacted] prevention from PetCareRx, and your pet contracted [redacted] while on continuous use of the [redacted] preventative on a monthly basis, you may be eligible for treatment reimbursement. You must provide proof of a negative [redacted] test completed within 9 months prior to you starting your medication purchased from PetCareRx. We will also need confirmation of current [redacted] test showing positive results. Upon evaluation of your case, PetCareRx will reimburse for the cost of your pets treatment of [redacted]. Reimbursement is limited up to $700.00 per pet.” In order to provide [redacted] with the desired settlement we would need the above documentation. As of now [redacted] has failed to provide us with any valid documentation we have requested in order to provide [redacted] with the desired settlement. We would be more than happy to further assist [redacted] once we have obtained the required documentation. The documentation can be emailed to us directly to our customer service team at [email protected]. Thank you, Michelle Marketing and Client Services

[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted]. As previously mentioned we provide customers with the cost of the Pet Plus membership at the checkout page when the coupon is redeemed. It is at that time that it is at the discretion of the customer to review and confirm their order. Once the order is placed on our website we assume that the customer understood and agreed to all terms of both our website and any coupons used on the order.   At this time, as we have previously informed [redacted] we will be happy to honor the 20% off  her retail price of the order and cancel the membership so we can process the refund of $50. [redacted] can call us to settle the refund; we can be reached at ###-###-####. Thank you, Michelle Marketing and Client Services Manager

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] contacted us in regards to her order of food and requested to return it.  As we explained to [redacted] the...

food she ordered was a prescription item. Since this is a prescription item, we explained to [redacted] that we do not accept any prescription items to be returned.                   As a courtesy we have provided [redacted] with a refund of half her order in the amount $27.00, as the prescription item cannot be returned. On 5/*/2017 [redacted] accepted the offer for that refund which was processed the same day 5/*/2017 with Transaction ID# [redacted].   Thank you, Michelle Marketing and Client Services

[redacted] Dear [redacted],I am writing to you in response to Revdex.com Case ID# [redacted]from [redacted]. We have contacted [redacted]  and have come to a mutual agreement. We haverefunded customer’s...

order in the amount of $86.15 [redacted] is satisfied withthe outcome of the resolution.Thank you,MichelleMarketing and Client Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], andThe company has resolved the issue and took care of it.
Sincerely,
[redacted]

[redacted]PetCareRx[redacted] Dear [redacted],I am writing to you in response to BBCase ID# [redacted] from [redacted]notified us that she is receiving numerous emails from our company on 7/**/15.We took immediate...

action after receiving [redacted]’s requests. We have sinceremover her email completely from our system.   We do apologize however, we have beenexperiencing an issue with our systems unsubscribing clients properly. As of7/**/15 we resolved it and [redacted] should not be receiving any more of ouremails from PetCAreRx. However if she does have any further issues, questions or concernsshe can feel free to give us a call at ###-###-####. Thank You,Michelle Marketing and Client ServicesManager

[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. The order that was placed on our website was for Frontline Plus for Dogs, Orange - 5-22 lbs., 3 Month Supply. We do not have...

a way to change the order once it is placed online as it automatically gets filled and shipped immediately.   As we explained to [redacted] she is welcome to return the order back to us within 30 days of having received it so we can process the refund for her order. We sincerely apologize for the inconvenience but unfortunately we do not provide return labels for product that is being returned to us. Customers returning product would be responsible to ship the product back to us their expense. She can return the order to the following address:   PetCareRx – Return [redacted]   We have partnered with other VET VIPPS certified and licensed pharmacies within the US, [redacted]’s order was filled by one of our partner pharmacies Entirely Pets which is located in [redacted]. The order does not need to be shipped back to Entirely Pets. [redacted] can ship it back to our headquarters located in Lynbrook, NY. Once the product has been shipped back to us we ask that [redacted] provide us with the tracking number so we can expedite her refund.   [redacted] is welcome to reach us at ###-###-#### if there is anything else we can assist her with.   Thank you, Marketing and Client Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:The screen prints Pet Plus provided in their response where never within my view when placing my order and it does not match the receipt I received via email.  I was NEVER told on the telephone or via email that I could return the product and receive a full refund of my product and membership fee.I do not have a mailing address to return the product to.  Can Pet Plus please provide the address for returns and a RMA number (if needed) or any other information I need to include with this return.  In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]Dear [redacted],I am writing to you in response to Revdex.com Case ID#[redacted] from [redacted] called in on 11/**/15 to cancel his order and his membership. We processed a refund for [redacted] on...

that same day 11/**/15 in the amount of $54.98 with Transaction ID# [redacted]. The second phone call from [redacted] was to cancel the automatic shipments on 11/**/15 and this matter has also been resolved.The issue and desired settlement stated on [redacted]’s Revdex.com complaint for a refund of $50 has since been resolved. If there is anything further that we may assist [redacted] with we would be happy to do so, he can reach us at [redacted].Thank
you,MichelleMarketing
and Client Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I was sent an email in big letters that offered a one time 50% off deal on a 6 month prescription of Trifexis. While I did see Pet Plus, whatever else it had to say was in tiny tiny letters and while I did not read it, but did see [redacted], I thought that PetMedRX had changed their name and since they were giving a one time deal and I'm on a fixed income, I decided to take advantage of it. I usually wait until this business offers a 22% discount and then buy my Trifexis, so to have to pay $50.00 and they say I'm going to save X amount of dollars by buying into their [redacted] is hog wash! In the long run, I can buy 3 prescriptions of this meds and save more than $50.00. So I'd be an it to pay $50.00 and only get 3 times use out of it. SO, in essence; I want my $50.00 back!!  And while you won't take the meds back, I have not opened the box and will mail it back to you if you want to pay for the return postage.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] enrolled into the membership when placing an order on the [redacted] website on 6/**/2015. [redacted]...

[redacted] spoke with one of our Customer Care Representatives on 6/**/15 and had requested to cancel the membership and the order. [redacted] was informed on that call that the order could not be cancelled as it had already shipped from our remote facility. At that time [redacted] was informed that she can either keep the item and pay the difference from the amount paid to the original non discounted price of the item, removing the PetPlus benefit pricing in which [redacted] declined.   At that time the Customer Care Representative informed [redacted] that she can return the order and once it is received we can refund the order in full and then cancel and refund her membership. [redacted] agreed and inquired if the address to return the order to would be on the package which she was informed it would be. [redacted] never returned the order as discussed on 6/**/15, therefore her membership was kept active which resulted in the automatic renewal. We have since refunded for the renewal that occurred on 6/**/16 and have cancelled the membership as of 6/**/16. We have looked into [redacted]’s account as she stated she was charged again after the cancellation. We cannot locate any additional charges on her account with the information she provided our Customer Care team on 6/**/16.   We attempted to contact [redacted] regarding her inquiries and in response to her Revdex.com letter but were unable to reach her. We did inform [redacted] on the message left that if she does have a new charge on her account to contact us at ###-###-#### Monday-Friday between 9AM and 6PM EST, Saturday between 9AM and 5PM EST or Sunday between 9AM and 3PM EST and provide us with the transaction Id number from her statement so we can investigate further.   Thank you, Michelle M[redacted] Marketing and Client Services

[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted] used the coupon code “[redacted]” which is partnered with the Pet Plus membership. As indicated in the membership...

Terms of use the coupon is valid for a “new annual member”. All coupons contain Terms of use that should be read at the consumer’s discretion, by using the coupon offer consumers agree to those Terms & Conditions. The terms of use for the coupon are as follows:   "Offers cannot be combined. Discount applies to the regular price of products. Discounts do not apply on certain items. Internet Promotions and Sales cannot be combined with other offers including points.   Offer is for NEW ANNUAL MEMBERS of Pet Plus. Discount is good on 1 item. Discount cannot exceed $75.   Free standard shipping offer is applied to orders of $48 or more after discount, being shipped to destinations in the continental US only, and does not apply to refrigerated items, pet food, or orders over 35 pounds.   PetCareRx reserves the right to modify this policy at any time without notice."   When [redacted] contacted us via chat on 4/*/16 she was never refused a refund for her membership. In that chat session we advised her that she would have to pay the retail price of the order so that we can refund her the membership fee. We explained that if we cancel the membership we would have to remove the coupon in order to give her a refund for the membership fee. I have included the transcript of the chat session with [redacted] form 4/*/16 for your review. Chat started [redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted]
[redacted] As we mentioned to [redacted] via chat, we can refund her the membership fee but in order to do so the membership will be canceled and the coupon will be removed leaving her responsible for paying the retail cost of her order. The retail cost of her order is $176.94, [redacted] has already paid $88.65 she would just have to pay the difference which would be $88.29. Once the order is modified and charged accordingly we can refund her the membership. [redacted] can reach us at ###-###-#### Monday – Friday 9am – 6pm EST to request that refund and confirm the payment method for the balance, we are always happy to be at your service. Thank you, Michelle Marketing and Client Services

Dear [redacted] ,      Thank you for the attached inquiry.  Where’re happy to honor [redacted]’s $10 dollar “Refer a Friend” promotion.  However, as with all of our promotions, there are Terms and Conditions that are further explained in a link...

([redacted])   that is sent along with the Refer a Friend Program.  I currently do not see a recent order placed under the email’s provided in this complaint for the customer or the referral customer. If they would be able to provide a order ID number so we may look over the accounts, we will be more than happy to place the qualified referral order with the discount, if qualified.      “  A Qualified Referral is defined as the first product purchase made at the www.PetCareRx.com site (the "Site") by a person (a "Referred Customer") who arrives at the Site via another person's Refer-a-Friend Program link ("Personal Link"). Only one Qualified Referral can be earned for each Referred Customer. Any additional or subsequent purchases made by a Referred Customer using the Personal Link at the Site will not be Qualified Referrals. The total cost including shipping of the referred order must be greater than $35.00 for the referrer to receive a $10.00 account credit in PetCareRx Points. This offer shall not be redeemable for cash. Excludes prescriptions, electronic services and any other non-product services or upgrades. The Referred Customer will receive $10 off their first order over $35.00 and free shipping on any order over $35.00. This offer does not apply to subsequent orders. “-- Thank you,[redacted]
** [redacted]
** [redacted]