PetCareRx, Inc.

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** ***As mentioned in our previous correspondence we can process a refund for his membership once we have charge *** *** the difference of the retail price of the medication he purchasedThe difference would be $which can be charged on the same form of payment used on the original orderWe called *** *** on 2/**/at 2:45pm on the phone number listed ###-###-#### and left a messageOn our message we advised *** *** the refund can be processed once we have charged him the difference of the retail price of his order*** *** can reach us Monday - Friday 9am - 6pm Saturdays 9am-5pm& Sundays 9am-3pm at ###-###-#### in order to process the charge and refund as mentioned, it is always our pleasure to be at your serviceThank you, Michelle Marketing and Client Services Tell us why here

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** ***We spoke to *** *** on 1/**/and have come to a resolutionWe have canceled his membership as requested and processed a
refund in the amount of $As advised, please allow up to business days for the refund to post to the charge account. If there is anything further that we may assist *** *** with we would be happy to do so, she can reach us at ###-###-####. Thank you,MichelleMarketing and Client Services Manager

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because: Their response is repetitive with no substanceThis has nothing to do with my dog's *** conditionAs who is to say outdoor conditions is the reason my pet does not have ***sThis is a public complaint and I want the readers to see the pattern of this company's failed response of addressing the issueMy Vet REFUSES to issue a prescription to this companyI have contacted the manufacturer of the medicine and the manufacturer has told me several times that it did NOT sell medicine to this companyTherefore, there is NO guarantee that the produce is not brought on the black market and sold to the publicInstead of the company being transparent about it's purchasing product, submitting evidence of where the product is purchased from and/or reaching out to my Vet/manufacturer to support it's position, this company continues to give "lip-service" as it's defenseBuyer beware!
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com: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 $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 chanceBut I'm not stupid and know I wouldn't pay the regular price for this medicine and always wait for a saleI 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 elseSo, as I said in my last email, I want my $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 ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business charged my account again on June **, 2016. When I called them they insisted there was no record. I did receive a refund for that amount. I do not want my account charged ever again. I do not believe their business practices are ethical. Thank you
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business has rearranged email responses to suit itself and to place itself in a better positionI never agreed to ONLY return one package on the phone-- that was the customer service representative, Emily, assuming I was agreeing (which is why I ultimately refused to talk to her on the telephone and insisted all communication be in writing). I TOLD her that more than one package was mildewed, and she chose to ignore thatI have the chat transcript from April *** telling a PetCareRx rep that ALL the meds smelled of mildewThat was the first time they tried to blame this on me, asking if I stored it in the kitchenThe second time came from Emily A*** (the ONLY rep I have ever emailed with -- to whom, exactly, was this escalated?) and I gave her the same reply I gave the chat rep: "*** *** *** *** *** *** *** *** *** **
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** *** ** *** *** ** ** *** * *** *** ** *** ** *** ** *** No one from the business said a word about the laundry room until their reply to youMy laundry room does not change in temperature, and there is no condensation or humidity in itI live in high desert Arizona.Since when it is okay to sell contaminated medications and refuse to take them back, refund the money, or even exchange them? They claim a day return period applies to months of medicationThis is unconscionable
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Tell us why he*** ***PetCareRx ** *** ***
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Dear *** ***, I am writing to you in response to Revdex.com Case Id# *** for *** ***We do not have any records of *** *** attempting
to contact us in regards to cancelling her membershipWe have as of today cancelled and refunded in full the renewal of her membershipHer refund was in the amount of $She can expect to see this back in her account within the next business days from the date of this response If *** *** has any further questions or concerns she 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***Marketing and Client Servicesre

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
Essentially what the business is saying is that they will refund the membership fee, but they will charge me the regular price which will negate any cost savingsThe only way this business was competitive with other online pharmacies was with the discountTO REITERATE: I would not have purchased any of these items through PetcareRX if not for the discount couponThe membership fee was not included in the invoice, but billed separately, which covertly hid the real cost I do plan on suing in small claims court if this is not resolved here.
Sincerely,*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

Revdex.com:
I reported the incident to my credit card company and they have addressed the issue with a credit to my accountThe business itself did not resolve the issue and I find their practices to be deceptive and predatoryI think the Revdex.com should continue the investigation into
their practices and would be happy to send you more information, their marketing materials, etc
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved.They did refund my money, but their internal processes need to be improved I did not see anything that indicated they would fix that But good enough for me I have found a new pharmacy
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:I have read the explanation and this is a very deceptive practice I used a coupon "75flea" to buy a product for my cat and was not aware that use of the coupon came with the condition that I had to pay an additional $for a membership If that was stated, it was in very fine print and did not require my agreement to the terms I did not know I had a membership and therefore I did not use it throughout the year I don't recall buying any other products from them during that time Had I known, I would have taken advantage of the discount, however I wouldn't have agreed to it in the first place I don't expect anything further to come from this complaint I've learned my lesson and will check my CC statement much more closely going forward However, I want it on the record that this is a deceptive practice and the BB rating should reflect that
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** *** *** first ordered with us on 3/*/and requested to have that order cancelled via email as she elected to enter into the
membership programWe immediately replaced the order for her using the updated pricing On her next order placed 3/*/Mrs*** requested to have the order cancelled as well via email which we cancelled for herMrs*** then placed another order on 3/**/via our website in which she ordered three prescription items in which only one was approved by the veterinarian which we shippedMrs*** then requested via to have the other two items on that order cancelled as the veterinarian would not approve On 3/**/Mrs*** placed a new order for the same items which were cancelled from the previous order after we attempted five automated phone calls on 3/**/16, 3/**/16, 3/**/16, 3/**/and 3/**/at her phone number on fileAfter those five attempts and no contact from *** we cancelled the pending order due to the order being placed for a pet not enrolled with PetPlus and PetPlus pricing being applied to the order On 3/**/Mrs*** then placed an order for the same medication as previously ordered which was approvedHowever we attempted to contact Mrs*** on two separate occasions regarding her payment method declining via email on 4/*/and 4/*/at her email address provided and received no communication from her in which we then cancelled her order On 4/*/Mrs*** had an order in process in our system through an automatic shipment she had enrolled into when placing a previous orderWe attempted to contact Mrs*** on 4/**/and 4/**/via email to confirm if she would like to receive this order as she had received this item a month earlierDue to no contact from her we cancelled this order On 4/**/Mrs*** then placed an order for a different prescription medication in which her veterinarian would not approve We contacted Mrs*** via email on 4/**/and 4/**/to inform her of the denial and due to no response we cancelled the prescription item from this order Lastly *** *** placed an order on 4/**/for the same medication as previously ordered that we did not receive an approval or decline from the veterinarian’s officeWe notified Mrs*** via email on 4/**/and 5/**/that we are experiencing a delay in the order due to the veterinarian advising her to contact the veterinarians office and to contact us back on how to proceedThis order is currently still in process as we are waiting to hear from her We have left a message for Mrs*** today, 6/*/inquiring about her recent order and how she would like to proceedAt this time if Mrs*** would like to receive a refund on her PetPlus Membership she would need to pay the difference from plan pricing to the retail price less a courtesy 20% discount as once PetPlus pricing is selected and used on an order a refund cannot be processed for the membership feeAt this time we have asked Mrs*** to contact us at ###-###-#### so that we can resolve any issues and answer any questions she may haveMrs*** can reach us Monday-Friday between 9AM and 6PM EST, Saturday 9AM-5PM EST and Sunday 9AM-3PM ESTThank you, Michelle M*** Marketing and Client Services

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
After placing my order online I did receive an emailed receipt for the purchase price of $However, I did not receive a receipt for the $charged to my credit card at that same timeIf I had known that I was being charged a $membership fee, I would have cancelled the purchase in its entirety
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

The *** *** membership is advertised vividly on our webpageCustomers have a clear option to either join the membership or place the order without joiningThrough out the checkout process, it is consistentlyreminded that this is a membership enrollmentThe *** *** enrollment is
included in the customers shopping cart in big letters "*** Membership Plan" and list the cost of the plan (Yearly/Monthly) that notes it will be billed separatelyThere's also a highlighted "Terms and conditions" hyper link on the e-mail and web page as wellWe are sadden to hear *** *** is unhappy with her *** *** benefitsWe have already reversed her enrollment and issued a full refund (97.01) on 2/**/ for the plan as a one time courtesy Refunds take between 5-business days Thank you,*** ***
*** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[Your Answer Here]
I do not accept the fact that they offered express shipping, I demanded that after not receiving the medication after weeks of placing the orderI was given the explanation of the dullicate meds almost days after placing the order and I had to initiate the contact with the company because they had charged and credited my account so muchI was to receive a callback from a supervisor on occasions and never received either of those callsI still have no explination of how they could tie up over 500$ in my account for a day period with several duplicate charges from them and the third party pharmacyUltimately, I received the meds and will not be doing business with Petcare Rx againNathan made no attempt to keep me as a customerI hope they use my phone calls and complaint to make corrections to their delivery of servicesI would not recommend them
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

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*** ** *** Dear *** *** I am writing to you in response to Revdex.com Case ID#*** for *** *** ***When *** *** was presented with the Poffer and filled out the email information she was then presented with a
second Pindicating the offer was for customers that enroll to Pet Plus as shown in the pictures belowP P Once *** would have received the email with the coupon, the terms of the coupon are indicated in the “Fine Print”The Fine Print is provided to all consumers and it is at their discretion to read and acknowledge that the coupon has restrictionsThe terms indicate that the coupon discount will not exceed $*and that the coupon is valid when joining Pet PlusThe terms found on all the emailed coupons 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 Pet PlusDiscount 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." By using the coupon offer, the consumer is agreeing to those terms & conditions listed above*** *** was given the opportunity at that time to decide on using the coupon or declining the offer *** *** proceeded to use the coupon on her order and when she applied the coupon to the order at the cart she was notified in several instances that the coupon is correlated with Pet Plus and the cost was also displayed on the same cart pageI have attached a SAMPLE page of what a customer sees when using and adding the coupon like the one *** *** was emailed Picture 1: Screen shown before a customer adds the coupon Picture 2: Cx sees this after the coupon has been applied to the “Promo Code” BoxThis Also indicates to the customer the cost of the membership and the box for the membership is selected as well Picture 3: This is notifying the client that Pet Plus is billed separately and there is another box indicating the cost of the membership ($50)We are partnered with other VET VIPPS certified pharmacies which do dispense medications for us depending on stock availability, Vet’s First Choice is one of the pharmacies that we partnered with and they are the ones that filled *** *** orderBecause they are our partner pharmacy they have the right to charge *** *** for an order filled by their warehouseWhen we spoke to *** *** over the phone on 9/*/we explained to her that in order to provide her a refund for the membership we will have to charge her for the order at the retail price since the coupon used would have to be removedWe then offered to give her % off the retail price of the order as courtesyAt which point *** *** declined our offer and asked for a SupervisorWhen a supervisor became available we did call ***The Supervisor on duty left a message for *** *** on 9/*/at 1:25pm, advising her that we would have to charge her the retail price of the order so we can refund her for the membershipWe also again extended the offer of 20% off the retail price as a courtesyWe never received a call back from *** *** in regards to a resolutionAt this time, as we have previously informed *** *** 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 $*** *** can call us to settle the refund; we can be reached at ###-###-####Thank you, Michelle Marketing and Client Services Manager