Complaints

• Initial Complaint

  05/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased pet liability coverage from this company through their website **************. On the website FAQ section, it states that they cover injures to dogs and other animals. After purchasing, then requesting my policy and reading it thoroughly it stated that it did not cover this. I called the company confused, they stated that they do NOT cover these injuries, but may "offer it in the future". This is false advertising. They offered me a refund, but I asked they remove that statement from the website, so other people do not get mislead. I have a screenshot of the website showing this. They refused.

  Business response

  06/01/2022

  Good morning, *****.

   

  I hope you are having a wonderful Wednesday thus far. Apologies on the delay in getting back to you.

   

  I reviewed the file for ***** *******. She did indeed purchase canine coverage from us on May 5^th, 2022. The policy jacket was then sent to her on May 10^th, 2022, where she stated that it read that her policy does not cover canine bites to other animals. This is something we used to offer in the past, but it has since changed. She emailed us on the 10^th shortly after receiving her policy jacket, where she brought up that our website states that we offer coverage for bites to other animals. We were appreciative of her bringing this to our attention, and her request for it to be removed did not go unnoticed or ignored. We did communicate this incorrect statement to our IT department where they are in the process of removing the statement from our website and we are working closely with them to ensure that this is done as quickly as possible.

   

  We did advise *** ******* that the coverage for canine bites against other animals would be returning, and that it can be added on later once available for qualifying canines. We offered a full refund immediately due to the misunderstanding and advised *** ******* that her request for the removal of the statement on our website was relayed to be resolved. Where it then was then immediately sent to our IT Team on our end to start the process of being resolved. She responded back agreeing to accept a full refund, the check for the full amount was issued the same day as the request (May 10^th, 2022) where she also stated she appreciated our understanding.

   

  We are always appreciative of people bringing items like this to our attention, as we work hard to provide good customer service, reliable and accurate information. We agreed that we also did not want to mislead individuals and that has never been our intention, which was the reasoning for the full refund and process of removal regarding the statement.

   

  Please let us know if you need anything additional from us.

   

  Sincerely,

  ****** *********

  Customer response

  06/01/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: Their website still has the false advertising posted and it is now June 1st. The first lady I spoke with on the phone  at this company regarding this said they had no intention of removing the misinformation because they would be offering it in the future. The second lady I spoke with via email sounded more understanding and claimed they would remove the information, yet it is still on there. They say they have started "the process" but it has been weeks (People are being mislead in the meantime) and the company's reaction was convoluted, so I would like to see the information ACTUALLY  taken down and kept off the website. 

  Regards,

  ***** *******

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