PetCareRx, Inc.

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:  No mention of the first call where I was disconnected after 50 minutes of hold time .. Understandable, as I didn't get a hold of anyone. No mentioning of being hung up on after requesting a supervisor. Funny. Referencing the call where I in fact DID complain about being charged, to which the lady told me I *MUST* have signed up - To which I showed her that OBVIOUSLY I did not, as I was charged full price for the medication - had I signed up for it, I would have had a MUCH lower price. After she hastily got me off the phone with promises of adjustments of prices that I didn't have a CHANCE to argue, as she cut me off several times (clever tactic. Reminds me of Senate filibustering), I called back, where I sat in queue for 20 minutes, and used the automated system to request a callback - which never came.The second call being referenced is when I was requesting a status update, as the tracking provided was bogus. Received an email stating it shipped. It didn't ship. Called asking what was up - The lady - So far the only helpful person I've spoken with - said she'd call the fulfillment center and get back to me. She never did. Imagine that.I have called a total of 7 times now, 4 of which I requested callbacks after sitting in queue for 10+ minutes. I've received 1 out of 4 call backs. I've been disconnected twice, and hung up on once. I've spent nearly 2 hours in your queue - Either you've only got two people working there, or there's a lot of [redacted] people like myself. I imagine it's the later, after reading more into Revdex.com and [redacted] reviews.You state I can 'just call' and get a refund. I can't request a refund on something if you people don't answer your phones, nor call back when requested.
  
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
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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 09/**/16 for medications for her...

pet. [redacted] then on 11/**/16 communicated to us that her pet had tested positive for a specific type of worm that the medication is to prevent against. Since all of our medications are purchased directly from the manufacturer or licensed distributors of the manufacturer we honor all product guarantees that the manufacturer extends on the products. For medications that prevent against worms the guarantee states on our website “You must provide proof of a negative [redacted] test completed within 9 months prior to you starting your medication purchased from PetCareRx. We will also need confirmation of current [redacted] test showing positive results.” However [redacted] does not have a proof of the negative exam as her pet was not tested prior to administering the medication. Therefore the product guarantee is not covered by PetCareRx as the worm could have been present before this medication was provided to the pet. [redacted] was communicated this information on 12/*/16 when speaking with one of our Customer Care Supervisors. PetCareRx will not be refunding the cost of the medication as the information required cannot be provided.   If [redacted] 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[redacted] Marketing and Client Services

[redacted]
Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [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] We spoke to [redacted] on 12/*/15 in reference to the charge she received for $50 from Pet Plus. This charge was...

corresponding to the annual Pet Plus membership she initiated on 11/*/14 which automatically renews. According to our conversation with [redacted] on 12/*/15 her membership has been canceled and we have processed a refund for this membership in the amount of $50. The Transaction ID for this refund is [redacted], please allow up to 10 business days for the refund to post to [redacted] 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].  As we stated in our previous response we explained to [redacted] that her order of Vetmedin was on back order with no estimated time of arrival and gave her the option of waiting for it to be filled or we could cancel the Vetmedin off the order. The transcript [redacted] attached indicates that she requested to cancel the order of Vetmedin if it could not be filled right away. We canceled the Vetmedin per [redacted]’s request as our vendor could not provide us an estimated time of arrival for the medicine to be restocked. We called [redacted] to the phone number we had on file and we left a voicemail advising the order of Vetmedin had been canceled and that the rest of her order had shipped.   We sincerely apologize but unfortunately we are not able to refund [redacted] for the membership as the benefits have been used since 11/**/2017. [redacted] is welcome to contact us if there is anything else we may assist her with, [redacted] can reach us at [redacted].   Thank you, 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 11/**/16 using the code...

[redacted] which took 75% off of his order.  In doing so this coupon code did enroll him into the Petplus Membership. This is stated in the fine print of the coupon as well as on the website when adding the coupon to the order. On that same date [redacted] contacted our Customer Care team who informed him of this information as well. At that time he requested to have the order as well as the Petplus membership cancelled and refunded. The order and Petplus membership was cancelled and the refund for the membership requested. [redacted] was informed that these refunds could take up to 10 business days to post back to his account.  On 11/**/16 the refund in the amount of $54.00 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 Betty Briggs,   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] placed an order for 5 boxes of a 12 month supply with their Pet Plus membership. According to the Pet Plus...

membership Terms and Conditions customers are able to purchase up to a maximum of 1 year supply of a prescription medication per membership, per pet. As 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 2 years worth of medication with a single membership).   Seeing as the order was for 5 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/* - 11/*/2016 advising that the order was on hold via email and via phone with no reply. On 11/*/16 [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 11/*/16 and processed a refund for the membership on 11/**/16 in the amount of $52.65(Refund Transaction ID# [redacted] ). As we advised [redacted] the refund may take up to 10 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

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[redacted]   Dear [redacted], I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. We spoke to [redacted] on 2/*/2017 where we explained that the order had already shipped due to her vet approving the...

order. We also explained that the order was a result of an automatic shipment which had been set up since 5/**/2016, the day [redacted] placed her first order with us.   When [redacted] called us on 2/*/2017 we also discussed with her that we had a total of 3 orders on her account, 2 of which were still opened pending resolution. One order was from 5/**/2016 which was her first order with us and had never been canceled. The second order was from 9/**/2016 which was a result of an auto shipment; this order had never been approved by [redacted] vet so it was also open and pending resolution. [redacted] requested to cancel both of these orders. Since the orders had not shipped we were able to cancel them and send confirmations that those orders had been canceled. However as we explained to [redacted] the order that was placed by the auto shipment on 1/**/2017 had already been approved by her vet and shipped so we were not able to cancel it.     We advised [redacted] that because the order included a prescription medication, unfortunately we would not be able to accept a return. We offered [redacted] 20% off her order as a courtesy since the order could not be returned. [redacted] accepted the resolution and a refund for the 20% off her order was processed on 2/**/2017 in the amount $13.60.   We have canceled all current and future automatic shipments on [redacted] account to ensure there will be no future auto shipments. Unfortunately due to Pharmacy Board Regulations we are not able to accept a return on a prescription medication.     Thank you, Michelle Marketing and Client Services

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[redacted]Dear Betty Briggs,I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted] We spoke to [redacted]
[redacted] on 4/*/16 and came to a mutual agreement about her order and membership. We have since canceled her Pet Plus...

membership per her request. We processed her refund for the membership in the amount of $50 on 4/*/16 Transaction ID#[redacted] for that refund, it may take up to 10 business days for that refund to post to her bank account. We had a mutual understanding that since the membership was being canceled, [redacted] would be responsible for the retail price of her order.  At this time [redacted]’s concerns have been address and resolved, if there is anything further we can do to assist her 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,[redacted] 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] contacted our company on 2/*/16 requesting to get a refund for the Pet Plus membership. We explained to [redacted] that...

she was enrolled in the membership when applying a coupon code “[redacted]” on her order as stated in the “Terms of Use” of the coupon and also at the point of check out.  We offered [redacted] a refund for her membership if she canceled and returned the unopened/unused merchandise she had ordered which she agreed to do so. When the product has been received back in stock we will refund her for her order and for the membership. No refunds may be processed until the product is retuned. As [redacted] was advised over the phone she does also have the option of keeping the product for a discount of 20% off the retail price of her order. If we did this, we can process a refund for the membership right away. [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.

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 no longer want a refund.  The more I have thought about this process it is more important to me that other customers are not taken advantage of as I was.I believe they are providing false advertising as they are not provide a 75% off discount to the customer as they say.  When the $50 is added to my order subtotal it equals 107.84 that is not even a 30% discount. If they were trying to be an honest  company they would include this in the "Order Total" for the customer to see & understand what is happening. I believe the Revdex.com should require PetCareRX to changes this process by requiring the user to actual click the PetPlus box to receive a discount (not having it auto select).  Either that or they could actually provide the 75% off as the describe in there pop-up.The fine print they provided in there response as well as what was emailed to me originally does not tell the user how much the additional membership required is.  This is once again to try to trick the buyer into signing up without knowing what is happening. The entire process was created and executed in such a way to prevent the customer from seeing & understanding what they will actually be charged.I can also tell you that I copied and pasted the code out of my email into the promo code section after I had already deselected the PetPlus membership.  Why did I do this because I didn't want the PetPlus membership but did not understand what was happening.  I know for a fact based on additional reviews I have read about PetCare Rx that I am not the first or only customer this has happened too.I am very disappointed that a company is allowed to get away with purposely tricking there customers into a $50 membership. I would like the Revdex.com will take this seriously & require PetCare Rx to change there check-out process & edit what there pop-up says to properly reflect what the actual charges will be.I am also confused as to how during the check out process I was not made aware that my credit card would be charged an additional amount.  I never authorized PetPlus to charge my card for anything.  I was under the assumption the check out process was for PetCare Rx.  As they are two separate companies isn't it illegal for PetCare Rx to provide my credit car information to another company without my consent?I would like the Revdex.com to require PetCare Rx to make it explicitly clear that they will be providing my credit card information to another company for the charge of $50 for my Petplus membership.Thank you,
  
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] contacted us on 8/**/2016 concerning the charge on her account for $50 plus tax. We explained to Mrs....

S[redacted] that by redeeming the coupon code on her order “[redacted]” she was agreeing to the Terms of Use of that coupon.   The Terms of Use of that coupon 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 Pet Plus. Discount is good on 1 item. Discount cannot exceed $75. Free standard shipping offer is applied to orders of $48 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."   Although [redacted] was an existing member of Pet Plus at the time of her order, she created a second account with a new login in order to be able to use that coupon because she was not able to apply it to her order as an existing member. As the coupon Terms of Use indicate, you have to be a “New Annual Member of Pet Plus” therefore existing members cannot use the coupon.   [redacted] informed us on that call that she will be returning her order of K9 Advantix II for Dogs, 11-20 lbs, 6 Month Supply in order for us to process a refund on her order and on the membership. If the order of K9 Advantix has not been used or opened she is welcome to return the order and get a refund on the order and membership. In regards to the second membership purchased on 6/**/16, we can certainly cancel it but in order to process a refund for that membership we would have to charge her the retail price of that order as we informed [redacted] when we spoke to her on 8/**/16. If [redacted] would like to move forward with the return of her order she can mail it to us to PetCareRx  - [redacted] is welcome to call us for further assistance we will be happy to help she can reach us at ###-###-####.   Thank you, [redacted] 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:

This is what the website looks like now. it didn't look this way when I ordered. I am not the only one complaining. Check [redacted] for many similar complaints. However, I can't prove what the website looked like at that time, so I will pay the "market" price, which is currently $20.59 on [redacted] and $19.99 and below elsewhere, for ex. Dr. [redacted] and S[redacted]. since my total charges were $20.33 and current price $20.59x3=61.77, I will pay 41.44 and expect the $53.50 charge to be reversed. I will expect invoice for the difference.I will never do business with PetCareRx again.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
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[redacted]   I am writing to you in response to Revdex.com Case ID#[redacted] for [redacted] called us on **/*/2016 where she requested to cancel the membership and agreed to pay the retail price of the order...

($120.98) plus an additional discount of 20% off making the total of the order $96.78. We explained that in order to honor the price she saw advertised on the site of $52 she had to keep the membership and we would adjust the order to the discounted price. [redacted] declined to keep the membership so we proceeded with the agreed refunds of $24.20 (the difference of $120.98-$96.78=$24.20) and $54.14 for the membership.    We processed the refund for the membership in the amount of $54.14 on **/**/2016 (Transaction ID: [redacted] ) and the refund for the order was $24.20 (Transaction ID: [redacted]) processed on **/**/16. We advised [redacted] to please allow the refund up to ** business days to post to her account as a credit.   At this time this Revdex.com Case has been resolved however if [redacted] 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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Revdex.com,
 
I am writing to you in response to Revdex.com Case ID#
[redacted] from [redacted]. Upon searching our phone records we have had
no phone calls from [redacted] under the contact number provided on the Revdex.com
complaint which is also the number listed on her profile, ###-###-####.
 
Our membership is not contractual which means
it can be canceled at anytime, no questions asked. Had [redacted] requested to
cancel her Pet Plus membership we would have had no problem doing so. At this
moment we, after receiving the Revdex.com case, we have canceled her Pet Plus
membership and sent her a confirmation email of the cancellation.  In addition to that as a courtesy we will
send a refund check to [redacted] in the amount of $50 for the Pet Plus memberships
to the address we have on file [redacted] **  [redacted]. We are unable to process the refund on the
credit card used since the transaction is over 120 days old.  If this is not the correct address she can
call us at ###-###-####.
The coupon [redacted] used “[redacted]” to
place her web order clearly stipulates that this offer is with a “new annual
membership”. This is the fine print locate on all our coupons such as this one:
 “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 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.”
Additionally, she would have seen a box to the right of the
check out screen showing she has selected to enroll in the membership by using
said coupon. I hope this information helps, if [redacted] has
any other questions or concerns she can feel free to contact us at
###-###-#### or she may email us [redacted]Thank You,Michelle
Marketing and Client Services
Manager

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID#[redacted] for Mrs. Rachel Burns. On 3/**/16 Mrs. Burns redeemed a coupon “[redacted]” on her order with us. The coupon terms indicated that the “Offer is for...

NEW ANNUAL MEMBERS of Pet Plus”. Here is the Coupon Terms for your review as shown on our promotional material: "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 $48 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."   A supervisor called Mrs. Burns on 4/15/16 as she requested, where we discussed the coupon she used on her order and went over the Terms of use of the coupon. We came to a mutual agreement and understanding that we will refund her the membership fee once we have charged her the difference of the retail price of her order as we would have to remove the coupon off her order.   We refunded [redacted] the $50 membership fee on 4/**/2016 4:00:33 PM with a Transaction ID#: [redacted]. We offered [redacted] 20% off her order and then charged her the agreed sum of $47.68 for the difference of the retail value of her purchase.   At this time Mrs. Burn’s concerns have been address and solved. If there is anything further we can do to assist her 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]
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[redacted] Dea[redacted],I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted] [redacted].  We sincerely apologize about the phone calls.  We have further looked into the concern and found the glitch.  You should no longer be receiving any automated calls from us in regards to your order.  If you have any future concerns, please see free to reach out to me directly at the contact information below and I will be more then happy to personally work with you.    [redacted]P: ###-###-####[redacted] 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 have determined that my complaint has NOT been resolved because:

I asked for a refund of the full amount for the price of the medication and was told they would not refund the amount and I was stuck paying full price. There was no obligation of membership listed when I used the coupon code for 75% off the price of the medication making the cost of $52. They used deceptive practices and automatically enrolled me in to a membership. Yes, they refunded the membership and gave me a "discounted price", but they are still not honoring the price of $52, nor would they cancel my order. I'm stuck paying a must higher cost than advertised with the 75% coupon. They need to refund me the difference as they have repeatedly refused to do so.
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted]
[redacted]
[redacted]
[redacted]   Dear [redacted],   I am writing to you in response to Revdex.com Case ID# [redacted] for [redacted]. [redacted] originally ordered a prescription medication with us on 6/*/16 called [redacted] that is a flea/tick and...

heartworm preventative that was approved by her veterinarian and then shipped. However on 6/*/16 [redacted] ordered two more prescription medications that is a flea/tick and heartworm preventative as well. Due to this we needed to speak with her veterinarian as they approved these medications and they were deemed to be “Therapeutic Duplicates.” Upon speaking with her veterinarian and they informed the pharmacy of the reasoning we then reprocessed the order.   However due a technical issue the rejected script was still attached to the order causing the order to be rejected and reattempted on various different occasions. Once communicated by the pharmacist that the order needed to be replaced so that the script can be reapproved, we cancelled the origin order placed on 6/*/16 and replaced it on 6/**/16 and expedited the shipping at no cost to [redacted] as a courtesy. [redacted] according to the tracking provided received the package on 6/**/16 one day after it shipped on 6/**/16.   [redacted] spoke with two separate members of our supervisor team who explained to her the delay and issues. As per the notes in her account on 6/**/16 she was explained in detail the delay and was informed of the upgraded shipping and that the order had shipped on that date and that the issue was resolved.   [redacted] 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[redacted] Marketing and Client Services

Dear  [redacted],  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 PetcarerRx. We are taking all the necessary steps to make sure that this type of...

problem does not happen again. We have made attempts to remedy with  [redacted](2/**/2015 and 2/**/2015) by phone. [redacted] may contact us at ###-###-####.Thank you,[redacted]
** [redacted]
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