Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:11/04/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called at end of November 2024 to cancel my membership I figured that was that but no they tried to bill me December 4th & 15th AFTER I had already cancelled my membership then I got an email that confirmed Feb. 4th my membership was cancelled and after that an email that stated I owed them *** and something odd cents. It didn't make sense as I shouldn't of not only been billed for a December membership but twice in one month?, I called the collection agency I emailed pet secure gave them the proof **** **** ****** **** ***** **** *** ** ** ***** *** ********** **** *** *** ** * *** ** **** **** ********** ********* ***** ******* **** ***** *** **** ******** ******* *** ***** **** ********** *** ** ****
  I went with them because their online adds promoted no exam fees medication covered and when it came time for me to file they explained; it's only for emergencies.
  Hence why i explained to the gentleman on the phone at the end of November 2024 why i wanted my membership cancelled ****** ** **** ******* ** **** **** *** * *** *** **** ****** ********* *** ******** ** *** * **** **** ** *** * ***** **** *** * **** ***** **** ******** **** ** ******* ******* 

  Customer Answer

  Date: 11/04/2025

  ***** attachments  proof they billed me twice in one month after I cancelled my membership when I spoke to them on the phone they apparently couldn't find any records of my call, if that's the truth why bother billing me twice in one month and my account says it doesn't exist?

  

  Business Response

  Date: 14/04/2025

  Hello Kimberly. 

  Thank you for submitting the details of your concerns and taking the time to discuss with our team to help us ensure we have all of the information required to handle your complaint.

  As you have indicated we were unable to locate any calls from you in the date range that you specified to indicate that you had called to express your intention to cancel your policy in November of 2024.

  Per our policy wordings, we require your request for cancelation to be submitted to our office in writing by mail, fax or email. We did not receive a written request to cancel the coverage, so the next regular payment withdrawal was attempted on December 4, 2024. In line with our policy wordings, as this payment declined, a second withdrawal attempt was made on December 15, 2024. Notice of the declined payments were sent via email, and as we had not received the written cancelation request, the policy remained in force at that time. 

  In January, when the second consecutive payment could not be collected, a registered letter was sent to you to notify you of the outstanding amount and that this would amount would be transferred to our collections team. As the two outstanding payments had not been collected, the policy was canceled for non-payment. 

  Although no written cancelation request was received prior to the cancelation for non-payment, and your policy has since canceled, as a customer service gesture, we have adjusted the cancelation back to December 3, 2024, to remove any outstanding premiums owed. We have also sent a request to our collections agency to have your name removed from the collections list. 
  

  We hope that this resolution meets your expectations, but should you have any further questions or concerns, please do not hesitate to reach out to our customer care team and we would be happy to assist you. 

  Thank you, 

   

  Alyx ****

• Initial Complaint

  Date:07/01/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Consumer’s Original Complaint:
  In 2024, I had purchased 1 year of pet insurance with Petline Insurance Co and did not want to continue this. In fall 2024, I received a renewal bill that said that if I did not pay it, the insurance would be discontinued, so I thought the matter was settled. In January 2025, I got a "Past Due Notice" from a Collection Agency, ********** *******, dated December 10 2024 under client account number ******* that says I must pay this bill immediately. There is a different file number with ********** ******** ********. But to my knowledge, there is nothing in taking out a one year pet insurance subscription that guarantees that Petline can demand payment for another year and if not paid, send this to a collection agency, and threaten non-compliance. **** ***** ********** *********** ************* *** *******. I demand that this account be terminated with ********** ******* and that this practice cease and desist; otherwise I will be forced to take Petline Insurance to small claims court *** ****** ** *** ********** ******** ***** ******* ************ *** *********. *** **** ******* ** ***** ****** *** ***** ******* ** **** ********* ********* ****** ******** ****** ************* ****** ** ******* *** ** **** ********** ********* ****** **** **** **** ************

  

  Business Response

  Date: 14/02/2025

  Hello,

  After review
  of your file we can see that your policy was canceled after several attempts to
  reach you following the decline of your monthly payments prior to the first
  year of the policy. Please note that per our policy wordings, found on our website
  and sent to you once your policy purchase was completed, that our policies are
  continuous until we receive notice from you requesting cancelation.
  One of our
  supervisors was able to reach out to you yesterday to discuss the details of
  your policy and provide clarification around the amount owed for the active
  policy period. We see that your payment information has been updated, and we
  have processed the payment for the outstanding amount. A request has been
  submitted to have you removed from the collections list. If you have
  any other questions or concerns our team would be happy to help and can be
  reached at 1-800-268-1169. 

   

  Thank you, 

  **** **** - Manager, Customer Care

• Initial Complaint

  Date:06/01/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau,
  I am writing to file a formal complaint against Pet Line Insurance for their failure to honor my cancellation request and for charging me without providing the promised service.
  Policy Number: ********Account Name: ***** ******
  I purchased a pet insurance policy for my dog, and according to the terms, submitted all required medical records promptly. Despite fulfilling my part of the agreement, Pet Line Insurance insisted on a comprehensive veterinary exam, which is not only costly but was not clearly stated as necessary in the initial agreement.
  After paying two premiums, I found that my dog was still not covered. Due to these unresolved coverage issues and the unexpected additional requirements, I requested the cancellation of my policy on Dec 2nd 2024. Despite multiple follow-ups, Pet Line Insurance has not only ignored my cancellation requests but also continued to withdraw money from my account for the subsequent months.
  This not only constitutes unauthorized billing but also reflects poorly on Pet Line Insurance's commitment to customer service *** ***** **********. Therefore, I am seeking ***** ********** **:
  1. Ensure the immediate cancellation of my insurance policy.
  2. Secure a full refund for the two months' premiums paid while services were not rendered.
  3. Stop any further unauthorized withdrawals from my account.
  ******** *** ****** ** *** ************** **** *** **** ********** ***** **** ***** ** *** ******** **** *** *** **** ** ** ************ ******** I hope for a swift resolution to this matter *** **** ******* ** **** ******* ** ******* *** **** ********* *********** *** ***** ********** ***** *** *** **** ********* ** **** ******* ******* ********** 

  

  Business Response

  Date: 28/01/2025

  Hi, a conversation was had with the customer last week and the cancellation has been backdated with a refund.  This is based on the email received date, response time and the policy billing date overlapping.  This has been resolved.

  Customer Answer

  Date: 28/01/2025

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Sarah ******

• Initial Complaint

  Date:05/07/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I updated my banking with the OVMA/Petline insurance customer portal and realized I made an error in the transit number. I was unable to correct it via the portal myself so reached out via their chat team to have it corrected.
  
  I was assured the incorrect account was removed and the correct account was applied to all future payments (either service fees or reimbursements). I filled a claim and find out that the account was never correctly removed and the funds have been paid out and are not MIA. The team has refused to repay the funds even through this was an error on their end with the incorrect financial account update and are trying to reclaim the funds before they pay me again. This has been ongoing since June 11th and so far I have only received a month credit in compensation. I would like my funds resent to me via EFT so I do not have to wait for a check in the mail. The payout amount was ****** of the ****** submitted - at this point i would like the full amount ****** paid or another month of fees comped in addition to the pay out of ******.
  
  To go on record, **** who has been working with me has been lovely, but he is clearly being stonewalled by his senior/accounting teams and can provide no details or actual help other than listening to me + comping me the one month of service fees. This is no way a reflection on him or your L1 call center team.

  

  Business Response

  Date: 21/08/2024

  Good morning,

   

  According to our files, this was resolved and a refund was couriered to her on July 8^th. 

  Thanks,

  ******

• Initial Complaint

  Date:17/06/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had insurance for my dog over 12 years. My dog passed away in December. I tried to cancel my insurance through the website and was unable to gain access to my account. I called the help number and believed my insurance had been cancelled. I found out several months later it had not been cancelled. I called again and was told to email my cancellation request and that my cancellation would be back dated to the date of death. (I have a record of my dog’s cremation to confirm date of death). I had to email Petline repeatedly to get them to cancel my policy. Often they would take days to respond and my email seemed to get passed from one person to another. Finally, they agreed to cancel it but refused to cancel from the date of death. My initial call to Petline was placed from an office building where outgoing calls are routed through hundreds of numbers. When I was unable to provide proof of my first call, they refused to help me.

  

  Business Response

  Date: 03/07/2024

  Hi, we have spoken with the consumer and the desired resolution was provided.

  Thanks,

  Customer Answer

  Date: 11/07/2024

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jessica ******

• Initial Complaint

  Date:14/02/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I moved out of the country and needed to cancel coverage. I emailed as per their "Contact Us" page. They did not answer my email, and instead charged me for another month of insurance. I have since emailed twice more and they still have not responded. I'm out of the country, so I can't call during their open hours, and their chat never works. CANCEL MY POLICY LIKE I ASKED AND STOP ************ CHARGING MY ACCOUNT.

  

  Business Response

  Date: 21/03/2024

  Hello, 

  We have responded directly to the Customer. Thier policy was cancelled for February 6. emails were sent to them on February 15. They also received a refund for the over payment on February 24. 

  We apologize the case stayed open.

   

• Initial Complaint

  Date:06/12/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  About 3 months ago I received a letter from petline stating that they can not collect my payment (I'm unsure why as my credit card info had not changed). I receive a letter that I'm past due and if they don't hear from me they will cancel my policy. I try calling but unable to get through and decide to let the policy cancel. There was no mention of this going to a collection company if it was unpaid and no phone call to me. I now open a letter that looked like junk mail dated the end of October saying this is at a Collection Company, all for $********* I would have paid right away if I knew this was the outcome and that was what was needed. Its ridiculous that no one contacted me other than one unclear letter.

  

  Business Response

  Date: 05/01/2024

  Hello Sarah, 

  I'm sorry to hear about your frustrating experience with the collection of your recent premiums and thank you for bringing this forward to allow us the opportunity to assist you. Petline sent emails on both August 8, 2023 and 14, 2023 to advise you of the unsuccessful payment attempt. Following this email, a registered letter was sent on August 14, 2023 that you mentioned, and we attempted to reach you by phone on September 21, 2023 without success, followed by another email on that same day. We made an additional attempt to call you on September 26, 2023 as well, unfortunately again without success. We would be happy to assist you directly with your file if you call us at ************** or email us to ***************** 

  Thank you, 

   

  Alyx ****

  Director - Petline Operations

• Initial Complaint

  Date:31/10/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our pet was insured with *** ******* ********E for over 8 years.
  
  A few months ago our bank renewed / updated our VISA card’s expiration date. We called PETLINE numerous times to update our payment information however PETLINE’S secure payment portal would not update! We also spoke on the phone with a number of PETLINE customer service agents in an unsuccessful attempt to update our payment information.
  
  The same credit card is used daily by many other merchants which leads us to logically assume PETLINE has an e-commerce website or problem.
  
  PETLINE finally cancelled our pet’s policy and is now threatening to take us to COLLECTIONS for $*** ******* Fix your problem PETLINE.
  
  Our expectation is that PETLINE INSURANCE fix their website and stop harassing us and waive the $** they claim we owe them for the more than two months we tried to solve THEIR WEBSITE PROBLEM! We have made over a dozen emails and 10 phone calls in an unsuccessful attempt to fix this.

  

  Business Response

  Date: 15/11/2023

  Hello,  

  ** ***** ** *** ************ responses and efforts were made to the customer to assist with the issue.   We verbally communicated with the customer on the phone on October 5, additional calls and messages were left on October 6, spoke on October 25 and on November 2nd.  All attempts to update payment information in the secure system generated an error message of payment information being invalid resulting the amount for the outstanding premium being sent to collections.

  We have removed from collections as we have been unable to collect the outstanding amount.

  Thanks,

  Customer Answer

  Date: 15/11/2023

  Complaint: ********

  I am rejecting this response because: it is unclear what the merchant's
  response means? It is clear from my emails and telephone conversations that I
  have made every effort to update my credit card information. Several attempts were even made on the
  telephone with a Petline employee attending.

  As stated in my email to Petline's questions - the credit card in question currently being used
  successfully with other merchants every month. The credit card is an active Visa
  card issued by the ******** ******** **** ** ********. ***** ** ** ******** ** ****** **** ********* *** ** ******** ** ******* ******* ** ****** ** *** ******** ***** ** *** **** ** **** **** ***** ** **** **** ********* ******

  I have wasted many hours emailing and
  talking to Petline Insurance *** **** ** ********* * ***** **** ***** ********* ********** *******
  
  **********
  
  Peter *******

  

  Business Response

  Date: 16/11/2023

  Good morning,

  Our ecommerce secure system is working and capturing all other financial information updates for the business. We apologize you are having problems.  As we are unable to collect payment for the outstanding premium we have removed from collections. 

  Regards,

  Customer Answer

  Date: 16/11/2023

   
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me if the dispute is finished and we will not hear more about the issue.
  
  
  
  
  Sincerely,
  
  
  
  Peter *******

• Initial Complaint

  Date:26/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I do not review my bank statements often, but I realized a charge being made on my account for Petlineinsurance.com.
  
  I've reached out to them asking for explanation, how I have an account in the first place, and how long were they taking money from me. My email went unanswered. And the second one, and the third one.
  
  I called today and spoke to Josh, who felt that not only was I ****** but that I also need to furnish him with all kinds of information like my phone, address etc, all these things that they tell you Not to do if you want to protect yourself. I have refused to give this information and he refused to help me.
  
  I called back and spoke to Amanda ***** who said that supervisors are unavailable and they will call me in 48 hours!
  
  I called then 3 more times but the line disconnected after waiting for over 10 minutes. Then I spoke to Andrew who said he is cancelling account but he didn't address all previous charges and said he can't address it and also 'supervisor is not available'. ****** **** **** ****** **** **** *** ******* ******* ******* **** ********* ******** ****** *** ****** ******** ******** *** ********* ******* ******* ** *** *********** ***** *********** ***** ******* *** ****** ***** **** *** ***** ********** ** ***  
  ********* **** ********* ** *** *** ******** ** ***** *** nobody is jumping into clarification, rescue or refund. Instead they want more information * ***** ** **** *** ** **** ***** **** ***.
  
  I want every penny refunded.

  

  Business Response

  Date: 26/09/2023

  Hi Ms. *******

  I apologize if you have been a victim of identify fraud, it's an awful situation. Petline is a Pet Insurance company, and your policy was purchased in July of 2021 from the product website.  When an individual calls in to ask about a policy we are required by governed privacy laws to ask questions to verify we are speaking to the policy holder.   Unfortunately, in your situation this can be an irritant, however, please know this is required and for our customers protection.   When an inquiry of your nature is received, we do an internal investigation to determine when the policy was set up, was it called in or started on digital platform, were their medical records received by Veterinarian and so forth.  We apologize for the delay in response and wanted to ensure that the team is doing their very best to navigate this situation.   Our records indicated that there was information collected by the user indicated as yourself, various declarations acknowledged for the policy to commence.  Your policy has been canceled effective today September 21, 2023.  

  Our recommendation is that you file a police report with authorities if you or a family member didn't purchase this policy as there is someone with access to your information, pet information, including financials. We have provided a 6-month premium refund back to you.

  Regards,
  

  Thank you.

• Initial Complaint

  Date:31/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I requested a quote weeks ago. I’ve attempted to contact them multiple times as they have charged me for the last two months without providing a way to access my policy or information. Someone answered once through email to ask for my dogs name, and then never replied. I emailed and called multiple times with no help. I’ve been completely ignored.

  

  Business Response

  Date: 14/02/2023

  Good afternoon. 

  An insurance advisor reached out to our customer directly and provided resolution over the phone.  Email communications were being sent; however, emails were automatically directed to a SPAM folder.  With instructions provided over the phone we set up future security to allow Petsecure emails to be received, as well as walked her through registering for the online customer account to view all future documentations.

   

  Thanks,

  Raegan