Complaints

• Initial Complaint

  09/05/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Business did not provide complete services that were requested on 4/19/2024. When attempting to contact business to complete services, office is closed. Headquarters does not respond to emails sent and hold times for phone calls are above 15 mins. Ive yet to speak to a person.

  Business response

  09/05/2024

  All services listed were provided in April. One call since April to the **************** line was answered today by an Agent. We answered all questions regarding how to obtain prevention either through our pharmacy or a 3rd party pharmacy. Please advise on what services we did not provide so we can assist further. 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 16th 2024 I took my dog *** to the *** pet clinic on ********************** in *********** *********. I asked the girl before she was seen if it would be a problem to get a written prescription for her heartworm medication because the one that they offer causes seizures in my dog and I was told no problem. The medication my dog has to take is Iverhart **** I proceeded to have her heartworm testing along with all her vaccines done that day. I asked again about getting a written prescription when I checked out and was told that it would be emailed to me. I have not received a written prescription only her test results. The end of July I tried to order her medication from chewy.com and also koala and was having difficulty because I had no written prescription. I called *** pet Care the main number and was told that the results should be my prescription. Again neither one of these could accept it so they called *** pet Care themselves and chewy.com was giving an oral approval for only 6 months. ***** was denied all together. I called back *** pet care and asked why only 6 months and was told because she was seen in June and I did not order in June they could only approve 11 months. I told them that her last medication from her last prescription was for July and that I had just given it to her and that I am entitled to 12 months again they told me no they would only approve 11 months but since this medication only comes in boxes of 6 months then I would need to bring her back and have her retested again when she is due for the next 6 months. Since I paid the money for testing and her vaccines and this was the only time I have used them for my dog I am having difficulty getting her heartworm preventative. The person on the phone gave the bogus excuse that again because I did not order in June right away and she already took July's pill from her last prescription they could only give me 11 months even though I am entitled to 12 which is one year. Need remaining 6 months

  Business response

  08/05/2024

  We are very sorry to hear that you are not happy with our services. Prescription medication is prescribed based on the visit and test of the dog being seen. Since the test and visit were in June, you have ****************************************** June. For each month the prevention is not purchased, it takes away 1 dose from the remaining amount of doses left. This is to ensure that you are getting tested every 12 months in order to make sure your pet is not positive for heartworms. Our guidelines are set by a medical board of directors and we are not able to approve any medication outside of the guidelines given. Here in customer service we are not vets and have to abide by the strict guidelines. Unfortunately, we are not able honor this request. At this time the most doses that can be approved is 10 doses. However, it does look like we did already approve 6 doses with Chewy, so the remaining doses available is 4.

  Customer response

  08/06/2024

   
  Complaint: 22094557
  
  I am rejecting this response because: I had a dose for the month of July therefore didnt need to order until end of July for August.  If they couldnt have fullfilled my prescription when I asked before I had the vaccines and testing done then they should have said that.  Instead they were pushing for a medication that CAUSES SEIZURES in my dog. All this was asked before everything was done. This is unacceptable since now you say I have 10 months with you knowing this medication ONLY comes in a box of 6 months. Yes ***** was nice enough to give me the 6 months and didnt see an issue with the other 6 months but someone on your end said no. I can provide ALL documentation over the past two years that this dog had had a yearly heartworm test and medication. I only used you because I needed to go out of state and had to board her. I will not recommend your clinic to anyone. Yes you save money but also dont get what you pay for. I also have not received my dogs ***** results were given the day of service. I brought the sample in a plastic baggie. So again did not get what I paid for. Its pretty bad when ***** states that VIP ********** refuses to work with them and I had to call your corporate and be on the phone for Chewy to get permission to fill my prescription.  Again my dog has SEIZURES and can only use IVERHART MAX.  As a responsible pet owner I have my pets vaccines and testing done before its due. This is Unacceptable
  .

  Sincerely,
  
  ***************************

• Initial Complaint

  05/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went to VIP pet care's Chardon location today because I believe my animal needed an antibiotic. I waited in line for an hour to find they only offer vaccines. While I was in line there were two out of control dogs barking non stop for an hour straight. Meanwhile the clinic assistant checking people in did absolutely nothing to minimize the disruption and anxiety that those dogs were giving my cat. The clinic didn't ask those people to wait outside or seem to care how those unruly dogs belonging to other customers affected my cat. My cat has a lot of anxiety just normally and then to have to wait in line for an hour to find out they only do vaccines because there services vary by location and some locations like my normal location in ******, ** which that VIP pet care has the services my cat needed so I assumed this location did too. They also did not have any signs or anything posted to show they only did vaccines. This visit caused irreparable emotional harm to my cat and his anxiety because to the fact the clinic assistant failed to even attempt to diffuse the situation with the unruly dogs that were there. I can tell you that I WILL NEVER VISIT THIS LOCATION AGAIN DUE TO THE SUBSTANDARD PRACTICES AT THIS LOCATION. I also filed a formal complaint with VIP ********s customer service team as the useless clinic assistant could not even help me with filing a complaint. Any time I have visited another VIP ******** location the clinic assistant would not just check in the person next in line but go down the line check in others that were waiting while the clinic assistant had downtime, but instead this clinic assistant just twiddled their thumbs and stood around. The clinic assistant proactively checking in not just the next person in line could have prevented this issue as well and it would've allowed me to find out the did offer antibiotics for cats at this location.

  Business response

  05/15/2024

  This complaint was addressed on 5/5/2024 with a supervisor in our customer service department. Here is the note from the supervisor. We also sent the owner a 20% off coupon for her next visit.

   I understand and apologized for the situations we would not find helpful in our clinics. I explained how customer service is the place she needs to make this complaint and we will definitely pass it along. My email to her. ********,
  Thank you taking your time speaking with me today about your concerns. I am so sorry the stress that was caused for your baby and not to have a diagnoses when expected can be frustrating.
  I will make sure we let the manager of that clinic know the situation so services can be clear to other pet parents including valuing your time.
  A few key points we spoke about that we will pass along would be checking in with folks on services needed or checking in more than one person at a time, have clear signs on our displays that state we do not offer minor medical services, the website be more clear on what services are provided at the Community Clinics vs Wellness Centers. We also spoke about the attitude of the staff, lack of help/empathy, and asking pet parents of exited (loud) pets to wait in another area so the other pets in line are not more stressed than need be.
  Please know this conversation did not fall on deaf ears. We truly care about your opinion because your family is what drives us to treat patients.
  I have attached the coupon we spoke about on the phone. Feel free to reach out to me if you have any further concerns or questions.
  Thank you for your time and I hope your kitty finds relief soon.
  I will let the *** know about the key points we could. She was upset that the vet would not talk her, explained that the vet is not there to have conversation but to provide vaccines and over see the staff. She understood. At the end of the call she was calmed down and thanked me for speaking with her as well as my time. Gave a 20% off coupon.

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for the wellness puppy plan back on June 29, ****. Since then I have been paying $31.99 a month for my dogs vaccines. I was told when I signed up that this monthly service included wellness visits and sick visits on a walk in basis. I was also provided an 800 number for emergencies when the clinic was closed. The first time I called the emergency number the lady didnt even want to help me and just told me to take my puppy to the ** for diarrhea. The second time I called because he had gotten bit by some bug and had an allergic reaction no one answered the phone and I was told I would recieve a call back and to this day no one has ever called me back and I placed that call the beginning of October. Then when I took my puppy in for his second set of shot, I informed the vet that he gets car sick so I didnt give him any food or water before we came there and she proceeds to give him spray can cheese wiz and he ended up throwing up in my car so bad I had to pay $150 to get my car detailed because they had to take the seats out to get it all. Then today I get an email saying that the particular location I take my puppy to will be closing permanently so I call to cancel my service because this is the final straw for me, First I was on hold for 37 minutes and the phone hung up. Called back and then was on hold for an additional 41 minutes for the lady to get on the phone and tell me they sent out that email by accident and that if I wanted to cancel my plan I would have to pay $253 and some change. I then asked her why would I have to pay that when I been paying for services that I am not even getting. They are not even a ful service vet. One one paper the vet says she could prescribe my puppy meds for the car sickness but then on the next visit when I asked her for it she tells me she can't because they are not a full service vet.

  Business response

  11/08/2023

  We are not asking the owner to pay for anything that has not already been done. Per the signed contract, if the owner chooses to cancel their plan, they are to pay the retail value of the services that they have ALREADY received. In this case the total cost of services received is $428.00. We never ask for more than the cost of the plan for the entire year, which is $383.88. We subtract out the payments already made on the plan, $159.95, and come up with the total amount due as $223.93. We are more than happy to cancel the plan, but will need to collect the total amount due to cancel. Being a plan member allows you to spread payment for your pets care over a 12th month period. If the plan is cancelled before 12 months, the full cost for any services already provided must be collected. The difference between your monthly payments and full cost of services received is due upon cancellation. Attached is also a copy of the signed contract. 
  
  

  Customer response

  11/08/2023

   
  Complaint: 20845081
  
  I am rejecting this response because: the business has not lived up to what I was told when I signed up for the service. I was told when I signed up that I would be able to bring my dog in for vaccines and when he was sick, however now they are saying they are not a full service vet. I have a receipt where the so called vet wrote that if my dogs cat sickness got worst she would prescribe a medication but when I went in there last week and asked for the meds she stated that she couldnt prescribe him anything because they were not a full service vet. Also they are price gouging for the vaccines just to make money. I have another dog that goes to a full service vet and his shots are not almost $500. They gave me a 800 number to call to speak with a vet 24/7 for emergencies then when I didnt get any help from them they tell me the 800 is not affiliated with them they just give the number to everyone but that is not what customers were being told when they signed up. They are using shady practices and lying  when people are signing up for this service. 
  
  Sincerely,
  
  *****************************

  Business response

  11/13/2023

  We are very sorry that you are not happy with the services provided. The plan is a WELLNESS plan with ******************. We are not a full service vet and there are many services that we are not able to provide. The vet that stated they could prescribe a medication is not the same vet that was seen the last 2 visits. Each vet is different and it is the vets decision as to whether a medication can be prescribed. This being said, again, we are not asking for anything other than payment for the services ALREADY received. This means that we already provided those to you and in order to cancel, per your contract, you would need to pay for the services already received. 

  Customer response

  11/14/2023

   
  Complaint: 20845081
  
  I am rejecting this response because: I feel like this business has falsely advertised services that they do not offer while trying to overcharge me and other people forvaccines. My dog doesnt even need anymore vaccines until June of ****and i can't take him in there if he gets sick so now I have to get him a new vet while I continue to pay the PetVIP people until next year for absolutely nothing. So they get free money out of me. I just wont be bringing my dog back there and I will tell everyone I know not to take they pet there either. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  09/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dog in for routine shots as I have previously. However this time I was told my cost would be 134 for a package that included a wellness check, stool parasite check and shots. I explained I only needed the shots, not the full package, the tech said ok, and proceeded to point me in the direction of the table where the vet was. I lifted my dog to the table, the tech apparently did not have a good hold on him, as when the vet injected the first shot, my dog was able to jump away with the syringe still in his arm. Once his shots were administered, they then sent me to pay, which I was handed a container for a stool sample. I explained I did not want this, also at that point I saw they were charging me for the wellness exam, which was not preformed. Another tech then came over, said she would remove all of it, and I was then charged $142 with no explanation. Once home, I received my email records, that also indicated his vitals were WNLwhich I cant figure out how they were within normal limits when they did not check them, no temp was taken, no stethoscope used, she literally just injected his shots as she was to busy discussing her daughters piano lessons with the tech to pay attention to what she was doing. I tried the customer service chat, and was unable to resolve through there.

  Business response

  09/23/2023

  Based off the complaint of just wanting to get vaccines done, the receipt shows that is exactly what was given to the pet and the owner. Individual vaccines cost more than packages. I have attached a copy of the receipt showing that just the vaccines were done, as well as the owners signature, signing for services. Since the services were signed for and the match what the owner requested, no refund will be issues.

  Customer response

  09/23/2023

   
  Complaint: 20646362
  
  I am rejecting this response because: I was charged more for less services without an explanation. The vet also documented checking vitals, which she did not do. I would at least like a refund of the difference.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  07/25/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered this medication when I got home then it was canceled 3 times because his blood sample was lost I had to take him back 2 times then finally I got his prescription filled I was charged $76 instead of the $58 some change the difference is $17.53 this was the biggest hassle I ever ever had to get my dogs heart worm medication, your company took so long I was not able to use the extra $15 off I had when I first placed the order the tech told me the second time I took him they would honor that price I was charged 1st , then I look at the charge a few days later and its $76

  Business response

  07/27/2023

  Hello,

  The heartworm preventative was denied due to us not having a negative heartworm test on file. Heartworm preventative can be harmful if the dog is positive for heartworms, so we MUST verify first. The sample for the test was lost, but we gave her a free coupon for a retest. By the time the test was completed and the medication was purchased, the medication was out of stock, which caused the order to be cancelled. The price difference is because the owner ordered online, instead of purchasing in the clinic. We will not be issuing a refund for the difference as the promotions on line are directly from the pharmacy and not us. 
  

  Customer response

  07/27/2023

   
  Complaint: 20374976
  
  I am rejecting this response because:
  It was not my fault in any way this was the company s fault you should make it right, 
  Sincerely,
  
  ******************

• Initial Complaint

  07/20/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  After returning home from deployment I brought my dog in for routine care and was informed that I was no longer a member. I offered to pay the $51 balance and show proof of deployment however was told the account would not be reinstated. I received no emails and had no idea there was a problem. I had no issue paying off the balance that I was not aware had been declined by the bank due to suspicious activity. I was informed after calling customer service that once the account is cancelled you are unable to ever have an account with them. This was our primary vet clinic after moving to the area. This business has nothing in place to *************** members.

  Business response

  07/21/2023

  The last payment we received from the owner was on 11/14/2022. After the payment didn't go thru on Dec 14th, 2022, we made 3 attempts to reach her by phone. Her plan was suspended on Dec 30, 2022, after we didn't receive any response. We then allow ample time for a client to contact us and her plan was not cancelled until March 28, 2023. Unfortunately, at this time we do not have a way to reinstate a plan once it has been cancelled. This is whether the plan was cancelled due to non-payment, or any other reason. If this option come available, we would be more than happy to have her back. 

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I originally reached out to VIP as directed on 07/20/2022 and many times since and the issues remain unresolved.The first issue is that I was overcharged for services on our 07/15/22 visit. I had planned on getting the vital package for both my girls since they didnt need their rabies vaccine. I was told that they were due for their heartworm test and should do the choice package and she would discount it due to not needing the rabies shot. When it came time to checkout, she was not able to make the adjustments and told me to contact customer service. I emailed the help desk on 07/20/22 and provided them the information. After many attempts via email and phone we are now almost a year later and am still waiting for my refund for services not provided.The second is that the clinic double vaccinated one of my girls, *****. The rabies vaccine was administered on 04/09/22 and then again at our July visit when we had to return to get the rest of their vaccines updated. I did not discover this until later in the year as I was gathering records for Odessa to provide to a doctor for her knee repair. I reached out to the help desk via email on 11/14/22 expressing my concern. All of their vaccines have been through these clinics so this error should never have happened. I did get a response on this one apologizing and advised me to consult with a licensed professional regarding potential harm it may have caused, great. Clients rely on the doctors and staff and if they cant handle something as simple as vaccines thats scary and I for one will never be bringing my girls to these clinics again.I simply want my refund for the rabies vaccines that were paid for that I was charged twice for both my girls. The issue with the double vaccines needs addressing to.

  Business response

  07/10/2023

  I have reached out to this client personally twice by phone but have received a full voicemail message. I followed up this morning with an email to two addresses we have on file. I hope to be able to resolve this issue for the customer. 

• Initial Complaint

  09/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my dog to a clinic for the first time on 08/07/22. I purchased the Choice Dog Pack and when I asked to add on the influenza and lymes vaccine I was told that it would be too many shots for my dog in one visit he would have to come back for the additional vaccines in 4 weeks. I then asked if I could just pay for all the vaccines upfront and was told no that I could only pay for the services that I received that day. On 09/04 I brought him to the clinic at Tractor Supply in ****** only to find out 10 minutes after the clinic was due to start that the staff had just been informed it was cancelled for the day. I was given a coupon for 20% off my total purchase as an apology. Yesterday (09/25) I went to the clinic again to get my dog the remainder of his vaccines as well as a microchip. I was charged full price for both vaccines ($90) instead of the add on price ($50). In addition the employee could not figure out how to enter the coupon and kept offering me $10 off instead of the 20% as stated on the coupon. I disputed the total with the employee multiple times however it got to the point that I was holding up the line so I just paid and left. Today I tried calling customer service who was extremely rude and said nothing can be done everything was billed correctly. I was also advised that I have to pay for the 3 vaccines I got for my newly adopted dog yesterday (lepto, lymes, influenza) again in 4 weeks when they get boosted. I was never advised that I would have to pay for these vaccines twice, I was advised that since I did not have proof of the dog having these shots prior that I would have to come back in 4 weeks to have them boosted, that was all. I have now overpaid $51 extra from yesterdays visit as well as another $136 I will have to pay for the boosters because your staff provided misinformation on multiple occasions. I do not think its fair that when its all said and done I will have overpaid close to $200 due to your staffs negligence.

  Business response

  09/27/2022

  We have reached out to our clinic management for feedback and have been told the 20% off coupon was not satisfactory to the customer, so the team offered $35 in alternative discounts and the customer was content with that. 

  We do not have the ability to pre-pay for future vaccines, and was advised this upon making the request in clinic. It is also up to the veterinarian's discretion to decide if the pet should not receive all requested vaccines at one visit, and will advise to return at another visit. The staff did advise all vaccines given at that visit are paid for at that visit, and future vaccines are not included and will be paid for at the next visit when those vaccines are administered.

  Because the Lyme or Influenza vaccines were not added on to a package during the most recent visit, the full price is charged, not the add-on price. The add-on price is only available if adding on to a package, which the veterinarian declined and is their discretion. 

   

  All that said, because the 20% off coupon offered for the cancelled clinic would have taken off $50.20 (medical disposal fees are not included in the discount), we will refund the difference between the $35 in coupons given that day, and the $50.20. The customer will receive a refund of $15.20 back to the method of payment used in the clinic. 

  Customer response

  09/27/2022

   
  Complaint: 18130656
  
  I am rejecting this response because: I was not advised that the vaccine cost did not include the booster that is false advertising and fraudulent 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  08/26/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I brought my dog to VIP Petcare clinic in ******* ** (**** ********************. *******, ** *****) to ask for a nail trim service on 8/25/2022. Since my dog just had a birthday, VIP petcare service sent me the coupon for a free nail trim. When I presented the coupon to the manager, the manager tried to put me in the difficulty due to I am a minority. Ask me to show the coupon in the email after I clicked the link in the email. The manager asked me to print the coupon. OMG. First of all, the team and conditions ask us to present the coupon, never ask us to print it out. I feel like the manager of the clinic is not willing to honor the coupon due to I am a minority. This is 2022 already, how come we still need to print the coupon for the bar code and we can show this up on our phone? I spent thousands of dollars with VIP petcare and all the shots, examination were done by them. I feel like I got disrespect due to I am a minority.

  Business response

  08/26/2022

  We ask that our clients print off and turn in single use coupons, so that they can't be used over and over again. We understand that it's very frustrating and would be happy to honor the coupon. We just ask that it is printed off, so it can be turned in at the time of services.

  Customer response

  08/26/2022

   
  Complaint: 17777216
  
  I am rejecting this response because:Why dont you put this to term and condition? The coupon only ask us to present. People still  can print out the thousand of the coupon and use it again and again based on your logic. Printing out the coupon wont stop this behavior.Your employee just racist and put difficulty to my family  because we are minority. I am also going to file a complaint yo EEOC.
  
  Sincerely,
  
  *****************

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