PetCareRx, Inc.

Michelle M***PetCareRx* *** ***
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*** *** Dear *** ***,I am writing to you in response to Revdex.com Case ID#*** for *** *** *** *** contacted our company on 9/**/15 about the Pet Plus charge on her credit
cardWe explained why she received the charge and explained we can refund the membership so long as she pays the difference of the retail price of the product and the discount provided*** *** agreed to pay $29.64, as of 9/**/we processed a refund for the Pet Plus membership in the amount of $with Transaction ID# ***.Thank you,MichelleMarketingand Client Services Manager

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** *** *** placed an order for Frontline Plus for Dogs, Blue - 23-lbs., Month Supply and Heartgard plus Chewables for Dogs, Green,
26-lbs., Month Supply on 2/**/using a coupon which gave her an introductory discount on her order of 75% off when she becomes a Pet Plus member as it is clearly established in the coupon’s “Terms of Use”: "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 cannot 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” of the coupon, the membership and its cost is disclosed on the check out page as shown on the screen shot below.*** When speaking to *** *** on 2/**/over the phone and 2/**/via email we explained to *** *** that she can return the product she received and that once her product has been received by our shipping department we would provide her with a full refundAs of 2/**/16, our last communication with *** *** via email, we canceled her membership per her request and are now simply waiting to receive the package she established she would be returningIf she would like to expedite her refund she can call us and provide us the tracking number she obtained when mailing the package back to us and we would gladly process her refund for the membership and for the product*** In reference to the issue mentioned with her order for Heartgard not being processed she mentions that “After multiple attempts with the company regarding the Heartgard order (they stated they needed proof of heart worm testing, which I sent to them yet they still kept emailing me to take my dog to the vet when I had proof that testing was not needed until 05/2017)”The decision to not process her order came from her vet decline to approve our request to fill that prescription medicationWe explained to *** *** that her vet would not allow us to dispense HeartgtardAttached is a copy of the fax we received from her vet declining our requestIf there is anything else we can assist *** *** with she can reach us 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

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 *** *** *** *** has paid $for her orderThe retail price of her order is $so *** *** would only have to pay the difference of $If *** *** wants to go ahead with the refund by selecting to be charged for the difference of the retail price of her order she can reach us 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 Tell us why here

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** ***We apologize for any inconvenience, we do inform customers after adding the coupon that they are joining Pet Plus in several point at the checkout pageWe do indicate the membership is in fact billed separatelyPlease see attached screen shot of a SAMPLE “check out screen” for those detailsIt is at the customer’s discretion to review ad read all details of their order before finalizing their orderIf *** *** has any further questions or concerns she can contact us at ###-###-####

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 had cancelled my subscription back in April/May and they told me that my subscription would be cancelled immediately and the funds will be returned in full to my credit cardToday I looked on my bill and I was billed again for charges of $and $and I never authorized this and this subscription was supposed to be closed permanently months agoi find this to be fraudulent activity and want my money backi tried contacting them but was put on hold for over mins to speak to someone in upper management.I want this subscription cancelled immediately with proof of written document that it has and will be permanently closed out as well as my charges of $and $immediatelyThis is the second time this has happened and I am furious
Sincerely,
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*** *** *** I am writing to you in response to Revdex.com Case ID#*** for *** *** *** *** purchased a prescription medication, which by law and by pharmacy board regulations we are not permitted to accept as a returnAs we explained to *** *** we cannot refund her for a medication that cannot be returned The Terms of Use of the coupon that *** *** requested to use on her order (Coupon Code: “***”) indicates that a membership is required in order to redeem the couponBelow is the script found on all promotional material partnered with the Pet Plus membership: "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 cannot exceed $75.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 agrees to those terms & conditions listed aboveWhen *** *** requested to cancel the membership we explained that the membership can be canceled but in order to provide her with the refund for the membership fee, we would have to charge her for the retail cost of the order, which she agreed toWe explained that the order could not be returned but applied a discount on the retail price of the order of 20% offUnfortunately we were not able to cancel the order when *** *** contacted us because the order had already shipped out If *** *** needs further assistance we will be happy to help she can reach us at ###-###-#### Thank you, Michelle Marketing and Client Services Manager

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# *** for *** *** *** *** placed an order on 07/**/through a Call Center Representative for flea medications for her petAt that
time *** *** enrolled into the Petplus Membership to get the wholesale pricing on that orderAfter reviewing the scenario *** *** was notified that the membership would automatically renew each year unless cancelled On 07/**/*** ***’s membership did automatically renew as per the terms of PetplusShe then contacted us on 07/**/to have the membership cancelledUpon reviewing the cancellation process on that date *** *** notified the agent to cancel the membership but a refund was not requested On 8/**/*** *** did speak with an agent pertaining to the refund who notified her that the refund should have been processed when the membership was cancelledUpon reviewing *** ***’s account the agent did notice the refund was not processedAt that time *** *** was placed on hold while the agent spoke with a supervisor to have the refund processed on the spot so he can provide her a transaction number and to contact the bank to see if the refund can be expedited*** *** was then notified of the transaction number and provided with the information necessary to contact her credit issuer pertaining to the refund Once a refund is processed in our system the funds do get released to the credit issuer to be reviewed, approved and then posted back to the customer’s account as the funds are released from us to themDue to the unknown nature of how long this process can take we ask our customers to allow up to business days for the refund to be processed and posted back to their account *** *** can contact us Monday-Friday between 9AM and 6PM EST, Saturday between 9AM and 5PM EST and Sunday between 9AM and 3PM EST if she has any further concerns or questions Thank you, Michelle M*** Marketing and Client Services

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*** ** ***Dear *** ***,I am writing to you in response to Revdex.com Case ID#***
from *** *** *** We spoke to *** *** on 10***/and offered to reship his order at no cost and expedite the
order
as a courtesyAs of today 10/**/*** *** has confirmed that he has received
his order.If
there are any additional questions or concerns that we can assist *** *** with,
he can feel free to call us at ###-###-#### it is always our pleasure to be
at his serviceThank 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:
I am wondering just how much would it be for the full purchase price of the flea medication!? Most likely it would exceed the for "enrollment " in the pet plus program It seems to me that being a dissatisfied customer and being charged on my card without my confirmation does not matter. *** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
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*** ** ***Dear*** ***,I amwriting to you in response to Revdex.com Case ID# *** from *** *** ***
*** contacted us on 9/**/asking what a charge of $was forWe explainedthat he had
selected the lowest price displayed and had clicked on the “ADDWITH PETPLUS” icon as shown in the picture belowAs indicated in our websitewhen you select that price you are also agreeing to add the Pet Plus membership. ***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 $+tax as shown on the picture below. ***After explaining to *** *** the charge for the membership he requested to speakto a supervisorRather than leaving *** *** on hold for an extendedperiod of time while a supervisor became available we offered to have asupervisor call him back within business hoursOn 9/**/a supervisorcalled him on the phone number we have listed on his profile ###-###-####.Unfortunately we did not reach *** *** so we did leave a message advisinghim of the charges and what they were forWe have not had any furthercommunication since then with *** ***As a courtesy we have provided *** *** with a refund in the amount of $forthe membership fee and we have also canceled the membershipThe refund maytake up to business days to post to his account. If *** *** has any further questions orconcerns about his order or account he can feel free to contact us at###-###-####Thank you,MichelleMarketing andClient Services Manager

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*** ** *** Dear *** ***, I am writing to you in response to Revdex.com Case ID# ***for *** ** ***We have processed a refund for *** ** *** in the amount of $on 1/**/for the Pet Plus membership as requestedPlease allow up to business days for the refund to post to the charge accountAs of today 1/**/we sent *** * *** an email to *** confirming the refund was approved and processedIf there is anything else we can assist *** ** *** 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

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,
*** ***

*** ***PetCareRx* *** *** *** *** *** ** *** Dear ***,I am writingto you in response to BB Case ID# *** from *** *** ** *** *** *** has not placed an order with ourcompany since 5/**/The e-mail he received is an
advertisement for ourPetPlus membershipOur coupons offer a percentage off their first order asPetPlus members when a membership has been purchased with those couponsInaddition to that the Fine print clearly states the following information: “Offers cannot be combinedDiscount appliesto the regular price of productsInternet promotions and sales cannot becombined with other offers including pointsOffer is for new annual member of PetPlusDiscount is good on 1item onlydiscount per household*Free standard shipping offer is appliedto order of $or more after discount, being shipped to destinations in thecontinental US only, and does not apply to refrigerated items, pet food, ororders over poundsPetCareRx reserves the right to modify this policy atany time without notice.”Whenour customers visit our website during the order placement online, the checkoutpage includes the box below before submitting the order to advise customers theywill be enrolled in a $annual membership of Pet Plus.We have forwarded *** ***’s concerns about the promotion material we sent him for review on its deliveryIf he has any questions or further concerns he can feel free to contact us at ###-###-#### We hope this helps.Thank you,*** *** *** *** ***

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 BB Case ID# *** from *** *** *** We do not have record of any prior communication with *** *** in reference to her account, or
her issues receiving multiple e-mails from usThe last contact we had with her was when she placed her last order on 6/**/Through investigating *** ***’s complaint we noticed she had signed up on our online webpage with her email *** twiceThis caused her to get multiple emails from our company.We apologize for the having sent *** *** adds with pets she had that have passedWe 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 *** *** should not be receiving any type of ads or marketing material from PetCareRX.If *** *** has any questions or further concerns she can feel free to contact us at ***. We hope this helps.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:
[Your Answer Here]
They are liars! I wrote to them several times here is a copy of their email!
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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 *** *** *** *** use a promotional coupon n his order which gave him 75% off on his order with a new annual membershipTerms of use for
the coupon 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 cannot 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 poundsPet Care Rx reserves the right to modify this policy at any time without notice." When a coupon such as “***”, or “***” is added to the shopping cart the order indicates all customers adding the coupons that the membership is being billed separately, along with the cost of the membershipPlease see attached screen shot which is what the cart would look like after a client adds said coupon(It’s not *** ***’s order, it is a sample order that all clients including *** *** would see at check out.) If *** *** would like a refund for the membership we would simply cancel his membership and charge him the retail price for the order*** *** can reach us 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

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted]. [redacted] purchased the membership on 9/**/2015 while redeeming a coupon called “[redacted]”. Throughout the year [redacted]...

[redacted] used the membership benefits to obtain the membership discounts on her orders. Per the membership Terms & Conditions emailed to [redacted] on 9/**/2015 the membership will renew automatically on the same date every year unless the member cancels the membership. On 10/*/16 [redacted] contacted us to request the membership be canceled and refunded. From the date the membership renewed on 9/**/2016, it was not used, therefore [redacted] qualified for a refund. The membership was canceled on 10/*/16 and a refund for that membership was processed on 10/**/16 in the amount of $53.26 (Transaction ID:8[redacted] ). As we advised [redacted] the refund may take up to 10 business days to post to her account as a credit.   If  [redacted] needs further assistance we will be happy to help she can reach us 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 find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]