PetCareRx, Inc.

Be very careful with this business, as they seem to be getting away with some very shady advertising practices. My girlfriend and I needed to buy some flea medicine for our cat, so we were shopping around online. Upon first visiting their website, you will be greeted with a large ad that says and I quote: "Sign up for our mailing list and receive 75% off your first order".

Great! she signs up for the list and receives and email with a coupon code. We use the code and our next purchase only ends up being around 17 dollars. Great again!

However, we get a notice from our bank saying that a transaction for more than 25 dollars was taken from our account (we get notifications from our bank of such charges). They had taken out 50 dollars in addition to our first order for enrollment in a "PetPlus" program. The issue is that nowhere during the checkout process was this mentioned or approved, but when we looked back through the email we noticed that there was a small sentence in a corner somewhere that said the 75% off coupon is contingent upon signing up for the program.

I find three things wrong with this. One, the initial ad upon first visiting the website says "75% off your first purchase" if you sign up for their mailing list, it does not say "oh, by the way, that only counts if you also sign up for this program". Two, nowhere does it say the price of this membership. All of the information on their website just gives examples of the benefits, never the price. Finally, and this is the most egregious, they do not tell you any of this is happening. With any other transaction one normally has to confirm any manner of charges. Indeed, we had to confirm and accept our $17 dollar charge for the medicine several times. $50 is mentioned absolutely nowhere.

I will give it to them that they were very quick to refund everything, and I will also be returning the product when we receive it; I don't wish to do business with a company that relies on tactics such as those. For every individual such as ourselves who choose to call them on their shady practices, there are probably many more who just let the charge go. Don't let that happen.

I had a similar experience as the other NEGATIVE reviews - got an email (with no fine print stating that I was entering into a 'membership agreement') advertising 75% off so upon clicking on it and ordering my pet meds, I had no idea that I was charged for this year long membership, which by the way, RENEWS yearly unless you call otherwise, or look at your bank statements. Total SCAM on their part to get people to join their program. I called Customer Service to rectify. I'm told (after trying many times to get me to keep the membership) that a credit will arrive on my statement within 3-10 business days. Will be follownig up if I don't see any. This is a terrible way to do business and sneaky in my opinion.

I placed an order for Heartguard in Oct 2015. It is now January 2016 and I have still not received my order. There was a bit of confusion with the prescription I sent in because it was written by our dog's previous owner's vet and had her old name on it ([redacted]) instead of her new name we changed when we adopted her ([redacted]).

I have called 4 times to clear this up. Each time I call, I am assured that the issue has been resolved and that I will receive this medicine within the week. Each time it doesnt happen.

This is no way to run a business. If there is confusion with an order that prevents them from fulfilling it, THEY should be calling ME to resolve it.

I will never use this business again and will be calling tomorrow to cancel my order-and get my $ back after 3 months!

Review: HORRIBLE CUSTOMER SERVICE! I was charged more than my order total! when I called to have it corrected the lady said that I would get my $21.25 but I only got $3.80. When I called and spoke to Kimberly she said as soon as she picked up the phone that I would get my refund didnt verify my info or anything until I asked her how she even knew who I was. She said I was only owed $3.80 even though my order total was $172.05 and I was charged $193.30. After arguing for 15 minutes and constantly being put on hold she disconnected the call. You dont argue over $17.45 good Customer Service is just to give the customer what they are owed to keep them happy and using your business NOT telling everyone NOT to order from you which is what will happen now.Desired Settlement: They owe me $17.45 bottom line

Business

Response:

[redacted]

[redacted]Dear [redacted],I am writing

to you in response to Revdex.com Case ID#[redacted] from [redacted]. We have

processed the refund in the amount of $17.45, it has not been 7 business days

yet so [redacted] should see the refund on her card by next week. We

have been trying to contact [redacted] on the phone number she listed as a

contact number ###-###-#### to inform her of the processed refund. If she has any

additional questions or concerns, she can call us at ###-###-####.Thank you,MichelleMarketing and Client Services Manager

Consumer

Response:

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,

BEEN OVER A MONTH AND TWICE EMAILING THEM TO NO AVAIL. BUT THEY TOOK MY MONEY. I have sent a link to my vets webpage phone number what else do I have to do to get my product? It has been over a month ###-###-#### [redacted] If you are not going to send refund my money. This is a very poor way of running a business. I expect a response by Wednesday the [redacted] or my Credit card COMPANY, Revdex.com, AND [redacted] WILL ALL KNOW HOW YOU DO BUSINESS. A+ NOT EVEN A F+

Review: I have contacted this company via email multiple times in reference to their annoying emails. They continue sending me emails entitled "Picked especially for you and [redacted] (passed away)". How insensitive can you get? I have attempted to contact them without a response. The only thing I continue to get from them is more emails with the same subject. I tried to inform them that my other dog has passed away as well, but that still doesn't stop them from continuing to send their emails. Please help me by contacting them and making them discontinue their emails.Desired Settlement: Please have them delete me from their system. I want no further contact from this business and have no desire to EVER do business with them again.

Business

Response:

[redacted]

[redacted]Dear [redacted],I am writing to you in response to BB Case ID# [redacted] from [redacted] We do not have record of any prior communication with [redacted] in reference to her account, or her issues receiving multiple e-mails from us. The last contact we had with her was when she placed her last order on 6/**/2008. Through investigating [redacted]’s complaint we noticed she had signed up on our online webpage with her email [redacted] twice. This caused her to get multiple emails from our company.We apologize for the having sent [redacted] adds with pets she had that have passed. We understand losing a pet is very difficult and we never intend to causesadness or pain to our customers. We have noted her account and marked both pets as deceased in addition to also removing her from our email campaigns. Rest assured that at this point [redacted] should not be receiving any type of ads or marketing material from PetCareRX.If [redacted] has any questions or further concerns she can feel free to contact us at [redacted]. We hope this helps.Thank you,MichelleMarketing and Client Services Manager

Review: Going on PetCareRx to order pet medicine only to be charged an additional $50 for an automatic enrollment in an insurance program (PetPlus). The online advertisements were very misleading and did NOT indicate this $50 additional charge. I contacted the company only to be met with a very hostile employee (Branan) who refused to assist, refused to get a manager on the phone. Instead of being misunderstanding of a misleading advertisement, attacked me for just not "paying attention" and insisted that NO MANAGER was in the building. I do not want to pay the 50 dollars, I do NOT want the products purchased - and again, insisted that there was no way to return it and insisted to cancel the enrollment of the insurance, I'd have to call back in a year in order to not get charged additional amounts.Desired Settlement: I want a complete refund and return. I do not wish to do business with this company. The purchased product has NOT yet arrived and the package will NOT be opened and will be sent back IMMEDIATELY.

Business

Response:

[redacted]

[redacted]Dear[redacted],I amwriting to you in response to Revdex.com Case ID# [redacted] from [redacted]. [redacted]

[redacted] contacted us on 9/**/15 asking what a charge of $53.50 was for. We explainedthat he had selected the lowest price displayed and had clicked on the “ADDWITH PETPLUS” icon as shown in the picture below. As indicated in our websitewhen you select that price you are also agreeing to add the Pet Plus membership. [redacted]Not only is this information available at the product info screen but this is also available atthe checkout screen, advising customer that they have selected the Pet Plusprice and that the membership will be charged separately in the amount of $50 +tax as shown on the picture below. [redacted]After explaining to [redacted] the charge for the membership he requested to speakto a supervisor. Rather than leaving [redacted] on hold for an extendedperiod of time while a supervisor became available we offered to have asupervisor call him back within 24 business hours. On 9/**/15 a supervisorcalled him on the phone number we have listed on his profile ###-###-####.Unfortunately we did not reach [redacted] so we did leave a message advisinghim of the charges and what they were for. We have not had any furthercommunication since then with [redacted]. As a courtesy we have provided [redacted] with a refund in the amount of $53.50 forthe membership fee and we have also canceled the membership. The refund maytake up to 10 business days to post to his account. If [redacted] has any further questions orconcerns about his order or account he can feel free to contact us at###-###-####Thank you,MichelleMarketing andClient Services Manager

Review: I recently placed an order for a pet prescription. The order was fulfilled just fine, but I found on my bank statement that I was billed for a charge of $52.75 on a separate transaction for their PetPlus program. During the order process I did not choose that option. I called today and was initially told that I must have used a coupon code associated with PetPlus or selected the PetPlus membership, which I did neither. Once the service representative looked into the matter further, she informed me the charge was based on my order from March of 2014, and not my recent order. Yes, in March of 2014 I did opt for a promotion of PetPlus, but I subsequently cancelled it in May 2014, received a refund of those charges on May *, 2014, and received no further charges until now. The service representative also told me that she could see that I cancelled it so she was unsure why I was billed.

My issues are threefold. One, I was improperly billed for a service/product that I never should have been. This is a fraudulent charge. Two, the card that they billed was not the card with which the original purchase was made. The original card used for my purchase in March 2014 was a credit card, and this charge was posted to my debit card that I used on my most recent purchase. If what the representative was telling me is correct that it is stemming from that original purchase (which she also verified was cancelled), this charge should have hit my credit card and not my checking account via my debit card. Three, because of the nature of their refund process, they are holding my $52.75 for approximately two weeks. The representative said it would take up to 36 hours to have their staff investigate the matter and then up to 10 business days to actually process the refund. This is unacceptable! The error was theirs, and I am the one to suffer from this. If this were on my credit card, I would not be happier with the situation, but it wouldn't have as much of an impact. Having $52.75 taken out of a checking account has deeper ramifications, and this company with their fraudulent practices should recognize and correct their mistakes in a more timely manner, assuming it is all a mistake.

While I do expect that the company will correct this matter, I am reporting this to hopefully ensure that others do not fall victim to these kinds of fraudulent charges. As one can see in reviewing the complaints against this company via both reviews of PetCareRx.com and PetPlus.com, I am not the only person who had this experience. There are also likely many others who either never questioned the inappropriate charges or who never reported this. I do not know how the company maintains an A+ rating (or an A- for PetPlus), but please be wary of doing business with this company. I know that I will never use them again.Desired Settlement: Refund my money in a timely manner and review practices to ensure others aren't fraudulently charged.

Consumer

Response:

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,

Review: I spoke to Stephanie about an erroneous amount of $54.11 being deleted from my bank account after I place an order for cat food. She explained I had joined PetPlus membership of which I had no idea by using a coupon sent to my email I was obligated to pay a $50 membership. P.S. why was I charged $54.11? Anyway she said she would delete the membership but I would have to pay the full amount of the original order which added an additional $31.57

2/**/2016 PETCARERX INC [redacted] NYUS ($31.57) Bank statement

That was posted pending within minutes of talking to Stephanie, what was’t posted was my refund for $54.11 and still not posted so now I payed $60.05 + $31.57 (full price and then some for a bag of cat food & 12 cans of food) and $54.11 for a membership I didn’t ask for. THAT’S 145.73 FOR 12 CANS OF CAT FOOD AND ONE BAG OF DRY FOOD. !!!!!!!!

I want my membership of $54.11 refunded immediately. Ridiculous they way they do business. Stephanie assured me several emails were sent to me to try to resolve this. No, I checked my junk mail and email and nothing is there, have know idea who they emailed (or if they did) but it wasn’t me. Also I see on [redacted] Stephanie G[redacted]’s name as the rep. they spoke to also. . . is she the only one answering the phone. ?? I wish I would have read the reviews before I ordered. This business has several simular complaints from [redacted]Desired Settlement: As promised I would like $54.11 refunded for my membership fee I didn't want. I would also like company accountable for it's actions. A customer shouldn't have to email them half a dozen times and call and still get the run royal run around. Thank you.

Business

Response:

[redacted]

[redacted] Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. We spoke to [redacted] on 2/**/2016 where we came to a mutual agreement that we would cancel and refund her the membership fee in the amount of $54.11 and charge her the difference of the retail price of her order in the amount of $31.57. [redacted] was charged for the $31.57 on 2/**/16 along with the refund for the membership in the amount of $54.11. [redacted]’s refund may take up to 10 business days to post to her account from the day it was processed on 2/**/16; the refund transaction ID# is [redacted]. If there is anything else we can assist [redacted] with we can be reached Monday - Friday 9am - 6pm Saturdays 9am-5pm & Sundays 9am-3pm at ###-###-#### it is always our pleasure to be at your service. Thank you, Michelle Marketing and Client Services

I had the same experience- I was searching for the best deal for online pet meds and when I saw the ad for 75% of for first order I thought that "promo code" was for being a new customer. I actually didn't order for several days but received a barrage of emails "Fur Real 75% off" reminding me to take advantage of this discount so I did place an order having not found a more competitive price considering 75% off. I consented to $63 and only when I saw my bank statement was charged $113 and called to inquire why did I find out they had enrolled me in a membership to PetPlus, to which I did not knowingly consent. Had to call irate and ask to speak to a manager to finally be told I could return everything for a refund. But I'm out the shipping fees and now have to go back to square one and find the meds. They also initially refused to allow me to return a prescription med until I raised hell and was given a managers "permission". Avoid this marketing scam, clearly intended to trap people into a membership fee without making it evidently clear. Nowhere did it tell me my total balance was $113. In fine print down near the unsubscribe link it mentioned a $50 seperate fee. Who reads that?

I attempted to order my dog's [redacted] medication from the PetCareRx website. One of their discount offers included providing them with my email address (for promo emails, monthly news, etc.) to receive a 75% off first-time customer discount, associated with PetPlus.

I thought PetPlus was similar in that they wanted my email so they could send me offers, etc. In the fine print of their 75% off coupon, it stated that by using the coupon, I would become a member of PetPlus. The fine print did not, however, state that I would be charged an annual fee of $53.76 in addition to my order with PetCareRx. I only found out about this charge after my credit union's fraud protection department contacted me about it. I then received an email from PetPlus with my new member number and a sort of receipt for the charge.

I was able to call their customer service number and cancel the entire order, including the membership, which they said would be refunded within 3 business days. If my credit union hadn't caught this and I hadn't followed up, they would have been able to charge me $50 without my consent. This is bad practice and very similar to the Ticketmaster debacle, where they charged customers monthly fees without their consent. If they want to charge for this subscription, it needs to actually be written in their fine print and program information rather than a secret charge to trick PetCareRx's customers.

I have not yet filed a Revdex.com complaint since PetPlus said they had cancelled my order and refunded the $53 fee. However, I will be monitoring my account and will file an official complaint if my money is not refunded in a timely manner.

Review: I ordered pet flea meds at what I thought was a 75 % off coupon for 19.95 . I got my bill and am charged a 50$ membership fee which I did not but then they said it was in the fine print.am very unhappy business do this to people. I read your reviews AFTER I ordered. Big mistake. So I wasn't even surprised when I got my bill.Desired Settlement: Well I know they won't but want the 50$ back

Business

Response:

[redacted]

[redacted] Dear [redacted], I am writing to you in response to Revdex.com Case ID#[redacted] from [redacted]. [redacted] contacted us in several occasions via email, chat and over the phone requesting that we refund her the Pet Plus membership fee in question. In each occasion we explained to [redacted] that in order to provide her with a refund we would have remove the coupon discounts and she would have to pay the difference of the retail price and what she has already paid. Each time [redacted] refused to do so. Upon listening to the recording of our last conversation with [redacted] dated 12/**/15 she requested to speak to a supervisor to insist we refund her the membership fee. In this conversation [redacted] was educated in detail on how she ended up being enrolled in the membership. We explained that she used a coupon “PETPLUS75” which gave her 75 % off her order with a new annual membership as shown on the coupon “Terms of Use”. As follows is an excerpt of the terms shown on all coupons. "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 $35 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." In addition to the “Terms of Use” on the coupon we also indicated in several locations of the ordering process that the Pet Plus member has been added to the order and the charge for it being $50. Please refer to the sample screen shot every customer sees at the shopping cart after adding coupon codes such as “[redacted]”. If there is anything further that we may assist [redacted] with, we would be happy to do so, she can reach us at ###-###-####. Thank you, Michelle Marketing and Client Services Manager

Review: I am totally pissed with this company and the sneaky way they are doing business. They send an email out saying for a one time deal, I can get Trifixes for 50% off and being able to save money on a one time deal and yet on the below invoice, you don't even mention or show the "EXTRA" $50.00 YOU CHARGED MY ACCOUNT. THAT WAS NASTY and I told one of your people this the other day. He promised to have someone call to resolve this issue, but to date NOBODY has bothered to call. I totally resent being screwed by you particularly because I have 3 little dogs, am on a fixed income and do not enjoy being conned into your stupid [redacted] Membership. If anything you don't save any money by paying for this and in the long run, you're taking money from me that I need to provide for myself and my pups.

Now you either refund my $50.00 and cancel this stupid and ridiculous membership fee or you will lose me as a customer and I will be sure to let everyone I know exactly what you're doing. I will also return the Trifixes you've sent and expect the below money $53.50 also credited back to my account. And HOW DARE YOU charge me this $50.00 and not put it on an invoice. I am mad as hell and you better believe I will not let this drop until you make restitution to me for what you've done!Desired Settlement: At the very least, I want my $50.00 back and if they won't, then I will return the Trifexis and also want my $53.50 back and will no longer deal with a company that tricks customers.

Business

Response:

Thank you for your email. The [redacted] membership is advertised vividly on our webpage. Customers have a clear option to either join the membership or place the order without joining. Through out the checkout process, it is consistentlyreminded that this is a membership enrollment. The [redacted] enrollment is included in the customers shopping cart in big letters "[redacted] Membership Plan" and list the cost of the plan (Yearly/Monthly) that notes it will be billed separately. There's also a highlighted "Terms and conditions" hyper link on the page as well. We are sadden to hear [redacted] is unhappy with her [redacted] plan benefits. We can gladly reverse her enrollment and issue and full refund (50.00) for the plan, however [redacted] did receive plan pricing on her item which regularly cost 133.74 she only paid 53.60. Plus the cost of the [redacted] membership fee of 50.00 equaling 103.50. A savings of 30.24 by being on the [redacted] plan. By law we can not accepted returns on prescription items. If the customer does not want the plan, [redacted] can get a refund for the plan as a one time courtesy, However, we are going against our Terms and Conditions to do so.

Consumer

Response:

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,

Business

Response:

Thank you for your email. The [redacted] membership is advertised vividly on our webpage. Customers have a clear option to either join the membership or place the order without joining. Through out the checkout process, it is consistentlyreminded that this is a membership enrollment. The [redacted] enrollment is included in the customers shopping cart in big letters "[redacted] Membership Plan" and list the cost of the plan (Yearly/Monthly) that notes it will be billed separately. There's also a highlighted "Terms and conditions" hyper link on the page as well. We are sadden to hear [redacted] is unhappy with her [redacted] plan benefits. We can gladly reverse her enrollment and issue and full refund (50.00) for the plan, however Ms. Spinek did receive plan pricing on her item which regularly cost 133.74 she only paid 53.60. Plus the cost of the [redacted] membership fee of 50.00 equaling 103.50. A savings of 30.24 by being on the [redacted] plan. By law we can not accepted returns on prescription items. If the customer does not want the plan[redacted] can get a refund for the plan as a one time courtesy, However, we are going against our Terms and Conditions to do so. * Please allow 7 business for refund to be processed. Thank You. *

Consumer

Response:

I will say this one more time to PetCareRX; You make it sound like you were doing me a favor, but you're not! You have discounts all the time and I always end up paying around $101.00 or less for the Trifexis. When you send an email and in BOLD letters offer a 50% discount off pet meds, who wouldn't jump at the chance. But I'm not stupid and know I wouldn't pay the regular price for this medicine and always wait for a sale. I just didn't think you'd try to screw me out of my $50.00, and not even show an invoice that you deducted that $50.00. I had to find it on my bank statement!!!!!!! I received NOTHING from you to indicate this or did not even receive an email. That's sneaky, as far as I'm concerned and that makes me madder than anything else. So, as I said in my last email, I want my $50.00 back BECAUSE you did NOT send me any emails to advise what you had done and shame on YOU!

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,

promises of local pharmacy pickup was a huge hurdle with terrible assistance from petcare-lots of promises, misinformation and spending huge amounts of time on the phone to navigate a broken system. Whatever savings you might have is definitely lost/dimished by all of the aggravation!

I ordered from them and my product was delevered 5 days b4 they said it would be. Also the offer for petcare rx was very explicit..said I would be charged seperately $50. but I got discount down to $10..the product from other company was between $50-$60. and meds I ordered was discpunted by $18. So it's already paid for itself