PetCareRx, Inc.

Dear *** ***, It is with great concern that I address an incident that was experienced with our customer service After hearing of this issue, I would like to make an apology on behalf of PetcarerRxWe are taking all the necessary steps to make sure that this type of problem does not happen againWe have made attempts to remedy with [redacted] ***(and 22015) by phone [redacted] may contact us at ###-###-####.Thank you, [redacted] ** [redacted] ** [redacted] [redacted] ***

[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 redeemedIt is at that time that it is at the discretion of the customer to review and confirm their orderOnce 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 $ [redacted] can call us to settle the refund; we can be reached at ###-###-####Thank you, Michelle Marketing 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: You never had a section on the website where I accepted and authorized this original charge to my cardThis business is extremely deceptive and steals people's money from them with hidden chargesIf this business was honest about its membership fees and requirements then explain to me how other colleagues plus myself got dooped out of $for this fee they DO NOT GET PERMISSION to charge to your card 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: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]

Dear [redacted] , Thank you for the attached inquiry Where’re happy to honor [redacted] ’s $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 customerIf 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 CustomerAny additional or subsequent purchases made by a Referred Customer using the Personal Link at the Site will not be Qualified ReferralsThe total cost including shipping of the referred order must be greater than $for the referrer to receive a $account credit in PetCareRx PointsThis offer shall not be redeemable for cashExcludes prescriptions, electronic services and any other non-product services or upgradesThe Referred Customer will receive $off their first order over $and free shipping on any order over $This offer does not apply to subsequent orders“-- Thank you, [redacted] ** [redacted] ** [redacted] [redacted] ***

[redacted] PetCareRx [redacted] ** *** Dear [redacted] ,I am writing to you in response to BBCase ID# [redacted] from [redacted] [redacted] notified us that she is receiving numerous emails from our company on 715.We took immediate action after receiving [redacted] ’s requestsWe have sinceremover her email completely from our system We do apologize however, we have beenexperiencing an issue with our systems unsubscribing clients properlyAs ofwe resolved it and [redacted] should not be receiving any more of ouremails from PetCAreRxHowever 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] [redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case Id# [redacted] for [redacted] [redacted] placed an order on using the code [redacted] which took 75% off of his order In doing so this coupon code did enroll him into the Petplus MembershipThis is stated in the fine print of the coupon as well as on the website when adding the coupon to the orderOn that same date [redacted] contacted our Customer Care team who informed him of this information as wellAt that time he requested to have the order as well as the Petplus membership cancelled and refundedThe order and Petplus membership was cancelled and the refund for the membership requested [redacted] was informed that these refunds could take up to business days to post back to his account On the refund in the amount of $was processed to [redacted] ’ account Due to the Thanksgiving holiday today marks only the third business day since the refund has been processed If [redacted] has any further questions or concerns he can reach us Monday-Friday between 9AM and 6PM EST, Saturday between the hours of 9AM and 5PM EST and Sunday between the hours of 9AM and 3PM EST 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] ***We tried calling [redacted] to help him access his Pet Plus account on we helped him reset his accountWe were unaware the issue had not been resolved, as we have had no further contact with [redacted] thereafterIn an effort to resolve [redacted] ***’s complaint, if he is still having trouble accessing his online account he can contact us so we can assess the issueWe would need to speak to him directly as we are unsure exactly what is causing the login issueI have notated his account; [redacted] can reach us at ###-###-#### we are always happy to be at your service 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 tried to contact customer on the phone numbers listed both on the Revdex.com letter ###-###-#### and on their profile ###-###-#### with no response.According to our records the refund was processed on the confirmation Transaction Id # is [redacted] This was confirmed with the customer when they called on and confirmed again on the [redacted] *** was advised that this may take up to business days to post to their account.If they have any additional questions or concerns, they can feel free to call us at ###-###-#### it is always our pleasure to be at their service.Thank you,MichelleMarketing and Client Services Manager

[redacted] Dear [redacted] , I am writing to you in response to BBB Case ID# [redacted] for [redacted] ***. In regards to his response we would like to clarify that our intentions with the promotions we offer and the discounts we provide customers are to promote savings for pet parents such as [redacted] ***. Our coupon disclaimers and membership “Terms of Use” are very cut and dry and specific in the way they are meant to be used. When we send out a coupon we clearly indicate how the coupon works in the fine print found in all coupons, as all coupons have limitations. When coupons that require a membership are applied to the cart page on [redacted] your are clearly notified that the membership has been added and it will be charged separately. It includes the cost details as well, and because the membership is charged separately you get 2 different confirmation emails. One email is confirming the order that was just placed and the second email is a receipt itemizing the membership cost $50 plus tax and membership “Terms of Use”. I am including again the SAMPLE screen shots of the check out process indicating that were we point out in several locations that the membership is billed separately and the cost of the membership etc. *Please see attached document for the screenshots. We do our best to be transparent with our customers and provide them as much information as possible when shopping with us and when using our coupons. It is at the consumer’s discretion to read the coupon information before applying it to their shopping cart. We sincerely apologize that [redacted] was not satisfied with our services; if there is anything further we can do to assist him he can contact us at ###-###-#### we are available Monday – Friday 9am - 6pm and Saturday 9am - 5pm and Sunday 9am - 3pm it is always our pleasure to be at your service. Thank you, Michelle Marketing and Client Services

[redacted] Dear Betty Briggs, I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] [redacted] placed an order for boxes of a month supply with their Pet Plus membershipAccording to the Pet Plus membership Terms and Conditions customers are able to purchase up to a maximum of year supply of a prescription medication per membership, per petAs a bonus we can allow a customer no more than one additional year at the wholesale discounted price (allowing a customer to purchase a total of years worth of medication with a single membership) Seeing as the order was for years worth of medication our system automatically placed a temporary hold on the order so we can contact [redacted] We reached out to [redacted] from 11/ [redacted] - [redacted] contacted us via chat and asked us to cancel the order and asked for a refund on the Pet Plus membership We canceled the order and membership on in the amount of $52.65(Refund Transaction ID# [redacted] )As we advised [redacted] the refund may take up to business days to post back to their account, depending on the bank institution If [redacted] needs further assistance we will be happy to help them, we can be reached at [redacted] Thank you, Michelle Marketing and Client Services Manager

[redacted] Dear [redacted] , I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] We sincerely apologize for any inconvenience we may have caused for [redacted] with our autodial system It does seem there was a glitch on [redacted] s account causing the phone calls which our tech team has fixed as of 4/*/ [redacted] will not receive any further automated phone calls in regards to her cancelled order We would like to offer [redacted] a free pet plus membership for the year as a result of the concern This will allow [redacted] to access wholesale pricing for her pets medications and free shipping on her orders If she would like that, I will go ahead and re-activate her membership free of charge Thank you, Michelle Marketing and Client Services [redacted] P: ###-###-#### [redacted]

[redacted] ***Dear [redacted] I am writing to you in response to Revdex.com Case ID# [redacted] from [redacted] [redacted] placed an order on our website with our company on for their pet's medicationWhen the order was placed the lowest cost option available was selectedOn our website it is clearly stated that the lowest price option selection is with a new annual membership as shown on the screen shot below [redacted] In addition to that when customers are checking out they are informed that they have selected the membership price and that they will be billed separately for the $fee and the membership is noted to be an annual membership this information is available on our website to all customers at the point of purchase as indicated in the screen below [redacted] If [redacted] would like a refund for the membership they would have to cancel the membership and pay the retail value of their purchaseWe 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,MichelleMarketing and Client Services Manager

[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 authenticAs we have stated on multiple occasions we are not only a company that has been in business since 1998, we are also VET VIPPS CertifiedEverything we dispense has been FDA and EPA certified, inspected and approvedAll our medication comes directly from the MANUFACTURE OR A LICENSED DISTRIBUTORWe stand by our product, and guarantee that it is genuine and authentic medicationAs previously suggested [redacted] and [redacted] ’s veterinarian are more than welcome to look up our pharmacy and certification on the U.SNational 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 reimbursementYou must provide proof of a negative [redacted] test completed within months prior to you starting your medication purchased from PetCareRxWe will also need confirmation of current [redacted] test showing positive resultsUpon evaluation of your case, PetCareRx will reimburse for the cost of your pets treatment of [redacted] Reimbursement is limited up to $per pet.” In order to provide [redacted] with the desired settlement we would need the above documentationAs of now [redacted] has failed to provide us with any valid documentation we have requested in order to provide [redacted] with the desired settlementWe would be more than happy to further assist [redacted] once we have obtained the required documentationThe documentation can be emailed to us directly to our customer service team at [email protected] you, Michelle Marketing and Client Services

[redacted] ** ***Dear [redacted] I am writingto you in response to Revdex.com Case ID# [redacted] from [redacted] We havebeen communicating with [redacted] since Monday August **, emailing backand forth about a charge in the amount of $[redacted] she did not know what it wasfor [redacted] then emailed the advertisement she responded to in order toget the SYNOVI GSOFT CHEWS FOR DOGS Soft Chews at a discounted price of$Right below the advertisement details for the product was the fine printinformation which clearly stated the following information: “Expires at 11:59pmOffers cannot be combinedDiscount applies to one supply of SYNOVI GSOFT CHEWS FOR DOGS Soft ChewsDiscounts do notapply on certain itemsInternet promotions and sales cannot be combinedwith other offers including pointsOffer is for new annual members of PetPlusDiscount is good on item ” In additionto that when they added the product to their cart they were also informed atthe checkout screen that the [redacted] membership, which they selected to use inorder to get the product at the $15, was also added to their cart [redacted] filed a dispute with herbank for the charge before she contacted us, that dispute was declined by [redacted] due to the terms of the chargeHowever as a courtesy we did process arefund and this was explained to her in the last email we sent to [redacted] dated September *, at 7:0*pm: “HelloAngela,Thefunds have appeared back in our systemDue to the dispute they get releasedfrom us to the bank upon the investigation and once it is approved or deniedthey get processed properlyWe have however processed your refund in theamount of $Refunds could take up to business days to appear back intoyour account contingent on the credit issuerYou can reference transaction IDfor your records.”Thank you,MichelleMarketing and Client Services Manager

[redacted] ** *** Dear [redacted] ,I am writing to you in response to BBB 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] , and have determined that my complaint has NOT been resolved because: [Your Answer Here]I never received any contact about my cancelled order, and per the chat I had with the Rep Kate, she was going to contact me via email, not phone(see attachment for proof of chat)I did not receive any phone call or voicemail about my orderThe company did not even process my refund of such cancelled order, until I contacted them asking about my missing medication on Feb ***My understanding was contact would be made if the medication could not be filled, so I could contact another pharmacy to fill such RXThis company has been difficult to work with, and being a "member" means nothing to themThere is no care for their customer 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: On 4/*/I again received a phone call, that was directed to my voice mail, from PetcareRx They HAVE NOT corrected the problem But in their response to the Revdex.com, and like they told me over and over, they said they have They have not.And, btw, the app I installed to direct their incoming calls, was supposed to hang up the call, not even sending to voice mailBut it did not work So I am still dealing with voice mails from them.Thank you so much for stepping in and taking charge of this for me I could get no where with them I hope you can I do have records of all the VMs and emails concerning them 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] [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 itemSince 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 returnedOn 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] for [redacted] [redacted] used a coupon code “ [redacted] ”This coupon provides customers with a discount on their order when they become new annual member of Pet Plus as indicated in the “Terms of Use” of the couponTerms of use found on all our coupons like the one [redacted] used are as follows: "Offers cannot be combinedDiscount applies to the regular price of productsDiscounts do not apply on certain itemsInternet Promotions and Sales cannot be combined with other offers including pointsOffer is for New annual members of PetplusDiscount is good on itemDiscount can not exceed $Free standard shipping offer is applied to orders of $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 poundsPetCareRx reserves the right to modify this policy at any time without notice." In addition to the Terms of use for the coupon, once coupons are applied to the customer’s cart it is also notated in several points of the check out process that the order now has a Pet Plus membershipIt notifies every customer that the membership will be billed separately and that when selecting pet plus you will be billed annually $as shown in the screen shots below When a customer decides to cancel the Pet Plus membership, if the order was placed using a coupon such as “ [redacted] ” customers are responsible for paying the retail price of the productBy removing the coupon from the order we are able to process a refund for the membership fee [redacted] agreed to pay the difference of $on A refund for the membership in the amount of $was processed on 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 serviceThank you Michelle Marketing and Client Services