PetCareRx, Inc.

[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted]. We do sincerely apologize for any confusion [redacted] experienced with our promotional coupons. We provide all information about the coupon and about the charges at the point of check out. We give customers all information needed to make an educated decision on whether they would like to move forward with our coupons. Not only is the consumer provided with the terms on how to use the coupon upon receiving it(as shown in [redacted]’s email attachment), but at the checkout page they are provided with the cost of the membership ($50). They are also informed that the membership will be billed separately. After the check out process consumers are emailed a confirmation of the membership and of the order. Below you will find a screen shots of the exact shopping cart the consumer would see at check out when using the coupon.  ·        Picture 1: Page a consumer sees before a coupon is applied.      ·        Picture 2 :  This is shown after the coupon is added. You will see that on this page the “Pet Plus Box” has been selected because as the coupon terms indicate you must be a “New Annual Member” to use the coupon. Furthermore the consumer is notified that the membership cost is $50/year.                 ·        Picture 3: This notifies the consumer that *PetPlus membership billed separately and again the cost of the membership is clearly posted on the page as well($50).             Additionally [redacted] was already a Pet Plus member (established on 6/**/2016) and as the terms of the membership indicate, a customer is not able to combine the already discounted membership pricing with any other coupons or discounts. In order to get around that stipulation [redacted] registered her new order from 8/**/2016 under another account as a “New” customer with a different name ([redacted]) and a different email address ([redacted]). Since she created a brand new account our system did not recognize her as an existing member so the website allowed her to use the “[redacted]” coupon.   Since our last conversation with [redacted] on 8/**/2016 we canceled the second membership per [redacted]’s request. We normally don’t refund a membership without charging the customer the retail price for the order, however we will let [redacted] keep the order with the coupon price and as a courtesy we will refund the $54.01 for the membership for the canceled membership. We did not refund the membership in a check because the membership refund was successfully processed to the credit card account electronically. The transaction ID for the refund is [redacted] which she can provide to her bank as proof of refund. The second original membership established 6/**/2016 will not be refunded and in order to obtain a refund for that membership she will have to pay the retail price for the order from 6/**/2016. That order contains a prescription medication and cannot be returned (due to pharmacy board regulations) or refunded.   If [redacted] needs further assistance we will be happy to help she can reach us at ###-###-####.   Thank you, [redacted] Marketing and Client Services Manager

[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 9/**/15 the confirmation Transaction Id # is [redacted]. This was confirmed with the customer when they called on 9/**/15 and confirmed again on the 9/**/15. [redacted]  was advised that this may take up to 10 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

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[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 coupon. Terms of use found on all our coupons like the one [redacted] used 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 Petplus. Discount is good on 1 item. Discount can not 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 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 membership. It notifies every customer that the membership will be billed separately and that when selecting pet plus you will be billed annually $50 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 product. By removing the coupon from the order we are able to process a refund for the membership fee. [redacted] agreed to pay the difference of $9.20 on 1/**/16. A refund for the membership in the amount of $53.50 was processed on 1/**/16. 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.

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 but I find their response quite surprising as I have not received any further communication from them since I filed my complaint. No one has asked for documentation and no one offered me this solution of reimbursement. I accept their solution however would need them to actually provide me with the details on how to fix this. I don't know their requirement for this document or who it must be sent to. I find this company to be beyond untrustworthy and certainly not a company that deserves your high rating of them.
Sincerely,
[redacted]

[redacted]PetCareRx[redacted]Dear [redacted],I am writing to you in response to Revdex.com Case ID#[redacted]. We have no record of [redacted] contacting us about her order or membership. I see that [redacted] placed her order with us on 10/**/15...

where she used a coupon “[redacted]”. This coupon provided [redacted] with a discount on her order as a new annual Pet Plus Member as stated in the “Terms of Use” on the coupon.Terms of Use on coupon are as followed:"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..."In this complaint [redacted] is requesting a refund for her membership. Since the order was placed using coupon “[redacted]” normally we charge the retail price for the order to provide customers with a refund for the membership. However as a courtesy to [redacted] we have canceled and refunded the membership in the amount of $54.25. The refund may take up to 10 business days to post to [redacted]’s account. 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,MichelleMarketing and Client Services Manager

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[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] first enrolled with PetPlus on 5/*/16 and placed and order at the same time. [redacted] first contacted us on 5/**/16 to request that we cancel both her order and membership as she did not wish to enroll. The order and membership were cancelled and the refunds for the member fee of $50.00 and $50.01 were submitted. The refunds were processed on 5/**/16 in the amount of $50.00 and $50.01 and the transaction Id numbers were applied and notated on the [redacted]’s account.   [redacted] then contacted us on 5/**/16 and was notified that the refunds were processed and was provided with the transaction numbers for both refunds and was advised that refunds can take up to ten business days to reflect in her account.   At this time all member fees have been returned to the payment method provided. If [redacted] has any further questions she can reach us at ###-###-#### and we will be more than happy to further assist.   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] placed an order on our website with our company on 11/**/15 for their pet's medication. When the order was placed the...

lowest cost option available was selected. On 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 $50 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 purchase. 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,MichelleMarketing and Client Services Manager

[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] contacted us on 6/*/16 and spoke with an agent to place his order for K-Bro Vet.   Upon reviewing the...

recordings on the call the agent notified [redacted] when placing the order that she would contact the veterinarian immediately to obtain an approval and would contact him back. The agent contacted him back within 30 minutes of the origin conversation to inform him that the approval was received and that [redacted] would receive the order within 5-7 business days as that is our standard shipping window. [redacted] requested if the order would ship the same day to which the agent notified him that they would contact the pharmacy to request they ship the order today.   [redacted] then contacted us on 6/*/16 and spoke with myself regarding his issue with obtaining the medication and how he was notified it would ship on 6/*/16 and did not. As a courtesy we did upgrade his shipping and contacted the pharmacy to make sure the order shipped which they are in the process of completing at the time of this letter.   If [redacted] has any further questions or concerns he can reach us Monday-Friday 9AM-6PM EST, Saturday 9AM-5PM EST and Sunday 9AM-3PM EST.   Thank you, Michelle Marketing and Client Services

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[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] placed an order on our website on 10/**/2015 where she selected to enroll into the Pet Plus membership...

by adding her purchase to the cart using the Pet Plus membership discounts. As stated in the membership Terms and Conditions the membership renews automatically every year unless a customer cancels it before the renewal date. Those Terms were emailed to [redacted] on the date of purchase and are available on the Pet Plus website as well ([redacted]).   The “Automatic Shipment” feature was selected on the order when it was placed on 10/**/2015. Since [redacted] placed an order for a 12 month supply of the Nexgard medication at the time, an order for the exact same medication was generated 12 months later on 10/**/2016. We sent [redacted] multiple emails not text messages in regards to the processing of the order giving her ample time to inquiry and cancel the order if needed. We did not find any prior written or verbal communication indicating she requested not to fill her order with the email address that was provided on the Revdex.com letter ([redacted]). Since the automatic shipments were set up online and we did not have communication with [redacted] during the process we shipped the order as scheduled.     When [redacted] contacted us on 11/*/2016 we explained that the order was set up for auto shipments when the original order was placed on 10/**/2015, therefore we unfortunately cannot refund her for the order and furthermore explained that since the order is a prescription medication we cannot legally accept a return for the medication. We did however cancel [redacted]’s future auto shipments per her request so this does not happen again.   Additionally we have canceled the Pet Plus membership per [redacted]’s request on 11/*/2016 and processed a refund for the membership on 11/**/2016 (Refund Transaction ID # [redacted]). Please be advised that the membership refund can take up to 10 business days to post back to [redacted]’s account, depending on the bank institution.   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 have determined that my complaint has NOT been resolved because:

There was no disclaimer with the coupon. In addition, I was NOT a new annual member, I was already a member. However, since the card I had on file expired, they couldn't auto renew my membership. It was not until I added a new card weeks later, did they charge an unauthorized charge to my card for the annual membership. I called the company prior to receiving my shipment and prior to the medication even shipping out. it seems that the company conveniently took their time in responding to me so the order would be considered 'shipped. There is a obvious glitch in their ordering that shows a discounted rate in the cart, but the true price does not show until you click SUBMIT on the order. The actually price I was charged did not show full price until I received an email. There needs to be a disclaimer on the ordering page itself as the website uses deceptive practices for their 'annual membership".The company still refuses to honor what was in my cart and the price listed for the item. I never 'agreed' to anything. The company never gave me a choice and made the decision for me.
 
 
 
 
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 find that this resolution is satisfactory to me and the matter has been resolved.Further, I applaud their efforts to call me back several times, as I was unavailable to take their first 5 or so attempts to reach me.  When I discussed my dissatisfaction with the company, the representative apologized and did not hesitate to refund my money.  Their customer service was 1000% better than my original contact with the company, and I leave the experience with a better feeling about PetCareRx.
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:

As previously stated, Pet Care RX perpetuates fraud & false advertising in how they hide the information  about the $50 fee on their website, emails, etc. Please check out the website & emails for yourself. I will gladly forward the emails to you if you give me an address to send them to. I paid what I knowingly agreed to and will not give Pet Care RX any money including the fee. I have reported the fraudulent use of my credit card to my credit card company and will take other public steps to remedy this problem unless the Revdex.com is able to satisfactorily settle my complaint. Pet Care RX should accept this as a lesson learned & clearly,repeatedly show the fee in the future on their ads, their coupon, their website and emails. Just as clear as their 20% off is advertised/stated to get a customers attention.
 I paid what I knowingly agreed to pay to the company that sent me the flea product. That company was not Pet Care RX.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

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. *

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 contacted the drug manufacturer and was informed they did not sell to you. Please notify me of the specific identifying information for business that you purchased the medicine from.  
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
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[redacted] Dear [redacted],I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. In [redacted]’s complaint he states that we charged him the full price for his order. [redacted] was also concerned that he mistakenly...

signed up for the Pet Plus membership. We spoke to [redacted] on two separate occasions on 2/**/16 and 2/**/16.On 2/**/16 we spoke to [redacted] in regards to his order and having been signed up to the Pet Plus membership. [redacted] had selected the member price upon adding the medication to the cart which automatically adds the membership to the cart as well as indicated in several points of his check out. He then added a coupon “[redacted]” to his order, but did not unselect the membership which is how he enrolled to Pet Plus. This was all explained to him when he called on 2/**/16. As a courtesy we offered to simply change the price on his order to reflect not only the member discount but also an additional discount for becoming a member. We explained to [redacted] his benefits and savings with the membership. We also explained to [redacted] that he had placed the order with expedited shipping which was $23.99 for “[redacted] Next Day”. By the end of this call he was ok with keeping the membership and accepted the discount he was given as a new member.On 2/**/16 we spoke again with [redacted], the purpose of his call on this day was to confirm the order would be shipped “[redacted] Next Day” and confirmed tracking information. In the two conversations we had with [redacted] he never expressed his desire to speak to a Supervisor or a desire to cancel his membership or requesting a refund for the membership. In both circumstances we asked if there was anything we can assist him with before disconnecting, to which he stated the reason for his call was resolved. If [redacted] would like a refund for the membership we would simply cancel his membership and charge him the retail price for the order. [redacted] 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

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[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/*/17.  [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] for [redacted]. We have been in constant communication with [redacted] about her refunds. We thoroughly explained the process of providing...

[redacted] with a refund after she refused the packaged mailed to her. On 5/**/16 we explained to her that when a package is refused the package may take up to 5-7 weeks to be returned to sender, and with that the refund will also be delayed. As of today 5/**/16 we have not received her package yet, however with the tracking information [USPS Tracking # [redacted]] we can confirm it is in transit back to us so as a courtesy to [redacted] we have processed the refunds for the order and the membership.  The refund for the order was processed on 5/**/16 in the amount of $23.84 and the refund for the membership was also processed on 5/**/16 in the amount of $50.00. Please allow up to 10 business days for the above refunds to post as credits. If there is anything further we can do to assist [redacted] she 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]
[redacted]
[redacted]
[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 coupon. Terms of use found on all our coupons like the one [redacted] used 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 Petplus. Discount is good on 1 item. Discount can not 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 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 membership. It notifies every customer that the membership will be billed separately and that when selecting pet plus you will be billed annually $50 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 product. By removing the coupon from the order we are able to process a refund for the membership fee. [redacted] agreed to pay the difference of $9.20 on 1/**/16. A refund for the membership in the amount of $53.50 was processed on 1/**/16. 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.

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]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] We spoke to [redacted] today 2/**/2017 and honored the price he was originally quoted in the amount of $202.00 for his order....

At this time we have resolved [redacted]’s concern, however should he have any additional questions or concerns he can feel free to contact us.  We can be reached via email, phone or on our website via chat.   Thank you, Michelle Marketing and Client Services