Complaints

• Initial Complaint

  08/17/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been a paying member, I was not told of services, when I called back after my appt and complained napa manager ****** was rude, told me I need to remember, and kept telling me she is the boss. This woman is completely professional and then she told me I need to leave and go home, I'll be calls in two hours, and then I was called 15 ins after I left and got on the freeway in 100 degree weather with my dog panting like crazy, to go back to the store with three people who some had two dogs in the cool air conditioned store. at which time ****** told me my services will not be available at that wellness center. ****** was loud rude, clothing dirty, and she had a her mask down below her mouth. PPOR CUSTOMER SERVICE, NO CARE OF ANIMALS, AND UNPROFESSIONAL

  Business response

  08/31/2022

  Hello,

  We are sorry you have not been satisfied with our attempts at resolution. We have exhausted all of our options for escalation at this point with our *************************** and previous responses to BBB complaints.

  Thank you

  PetIQ

• Initial Complaint

  04/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Deceptive practice with fees and charges. I took dog in for vaccine shots, I was told it was a 2 part series and that the shot is covered under there "choice package". At no time did they explain that the second shot would require an additional charge. I did follow-up where I checked in the pet. For the second time, the organization did not say that this is now considered a booster and not covered. They administered the shot, and I was ready to leave. They informed me that I owed an additional charges for the booster. I spoke with customer service, ***** stated that boosters again are not covered. I informed that I was told it was 2 part shot and it was covered.I found this to be very deceptive and included two breakdown in opportunities that it could have been stated that there are additional charges.

  Business response

  04/30/2022

  Hello. I apologize for the miscommunication. At every visit when the owner signs for services and payment they see "terms of service" in bright red and bold. This is signed by the customer at the time of visit and payment stating they understand this payment does NOT include fees for next boosters. I have attached a copy of the terms. Thank you PetIQ

• Initial Complaint

  04/11/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  VIP-PET CARE provides well ***************, employee talked me into buying their pet insurances for wellness care, Yes I was told if I canceled insurance I would have to pay all back pet bills. # months ago VIP-******** closes all their clinic within 75 miles of my home and they will not reopen, so I called them to see if they would canceled the insurance since they are unable to provide my dogs a vet under their insurance name, So I am paying months fees for insurance I can't use. They refused, I have to finish pay out the contact of 1 year or all the back bills that my dog used with in the time their clinic were open.

  Business response

  04/11/2022

  Hello *****,
  
  We do not provide pet insurance. September 9th, 2021 you signed a contract to make payments for annual veterinary services totaling $299.88 over a 12 month period. If at any time you cancel early, you are responsible for paying the difference in received services and total payments made. There are no additional fees to cancel early. You are being asked to pay only for services you have already received if you wish to cancel your contract prior to the full-term agreement.
  
  Thank you,
  
  Jade
  Customer Service Manager

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩