Complaints

This profile includes complaints for PTZ Insurance Agency, Ltd.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  PTZ Insurance Agency, Ltd.

  3315 Algonquin Rd Ste 310 Rolling Meadows, IL 60008-3249

  
• 

  PTZ Insurance Agency, Ltd.

  710 Dorval Dr Suite 400 Oakville, ON L6K 3V7

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:11/12/2022

  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 took my cat in to get fixed and microchipped- 24 pet watch was the name of the company who owns the microchip. When I registered it said I need to put a card number in, after I did this two charges of ***** were made to my account. I spend several hours on hold with them trying to get an explanation for the charges, and was finally told I would get a refund in 3-5 business days. I was also told that they didnt have record of the second $99 charge to my account, and that in order to be refunded I would need to email proof of the charge to them. After doing that, I am still yet to get refunded. The charges were made to my credit card, so they have accrued interest as well.

  Business Response

  Date: 11/21/2022

  Hi ****, thank you for reaching out and providing your feedback about your recent experience. A member of our leadership team reached out and left a voicemail on November 17 about your inquiry. We apologize for the experience you had and the length of time it took in order for you to receive your refund. We can confirm that a refund has been processed and you will be seeing that back on the method of payment within 5-7 business days. Once again, our apologies for how long this has taken. Our goal is to provide our customer with the best experience possible and we will be taking this as a coaching opportunity to create a better experience for the future. Please feel free to reach out to us if youd like to connect further and you can ask to speak with one of the membership managers **************.

• Initial Complaint

  Date:11/08/2022

  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 adopted a dog and was directed to 24petwatch to transfer his microchip into my name. When on the phone with the representative on 10/31 he really encouraged me to get the lifetime package which is the most expensive but supposedly came with multiple benefits including a petco giftcard, an online training membership for a year, a dog tag with my pets microchip number on it and a $30 coupon to rover. Never once did he mention that I would be unable to use the rover gift card if I was already a customer. It also does not state this anywhere in the confirmation email from them. I tried to enter the code sent to me in my rover account but it prompted an error saying coupon valid for first time users only. I called customer service and said that I felt I was lied to about benefits in an effort to get me to spend more money and that I wanted a code I could actually use or a $30 refund since that is the value of the benefit. I was told all sales are final and that yes the code is for first time use only - which again I reminded her I was not told prior to purchasing and felt that I had been talked into spending more money fraudulently. I asked multiple times to speak to supervisor before finally being put on hold for several minutes. To my surprise, the original representative picked back up and said she had spoken to the supervisor and they wouldn't do anything either. I told her I had not asked for telephone tag with the supervisor and wanted to speak to them myself which she said no to. I then informed her I would just contact the BBB and if that didn't resolve the issue I'd escalate it to a complaint with the state attorney general for fraud.

  Business Response

  Date: 11/21/2022

  Hi ******,
  
  Thank you for reaching out to us regarding your feedback about your recent experience. A member of our leadership team reached out and provided a 30$ refund to compensate for the Rover coupon that was not eligible to be used. As you confirmed you were happy with this resolution. We will be using this as a coaching opportunity for future so we do appreciate your feedback. Please feel free to reach out to us if youd like to connect further and you can ask to speak with one of the membership managers **************.

  Customer Answer

  Date: 11/22/2022

   
  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,
  
  ***********************

• Initial Complaint

  Date:10/18/2022

  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.

  My mom rescued a dog and needed to register her address with the microchip, so I said I would do it for her. When I called the company to register it, they told me I had to pay for a yearly or lifetime subscription in order to change the address, even though I told them the rescue organization (Salty Dogs Senior Rescue) said it was free. They told me they stopped doing it for free years ago. So I purchased the lifetime registration for my mom (a senior). When I contacted the rescue organization to inform them, they told it was still free and they reached out to try and help me. It has been over a month, I have sent numerous emails and made phone calls, and I am still waiting for that refund they say will be forthcoming. I want my money back, since it was free to change the address, and ***** lied to me on the phone to get me to buy something I didn't need or want for my mom.

• Initial Complaint

  Date:08/17/2022

  Type:Service or Repair 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.

  Claim Number: BP500858954 Policy Number: AP11691765 PTZ Insurance Agency, Ltd. DBA- 24PetWatch My pets insurance claim was wrongfully denied by 24 PetWatch on the basis of "lack of medical records" and "adoption history". I have included the entire insurance contract agreement to this complaint. Please refer to Section 3- Insuring Agreement. This covers my duties and the company's duties in regards to medical history and documentation requirements. PTZ Insurance Agency, Ltd. is demanding "adoption paperwork" and stating that they are unable to approve the claim due to lack of paperwork and medical records. I have provided all medical documentation for my pet that more than fits the parameters listed in our insurance contract. They were provided with medical records dating back to 2017. That is five years worth of records for a generally healthy pet. PTZ Insurance Agency, Ltd. was admittedly negligent in reviewing the records. My claim was "prematurely closed and denied". This was stated on a recorded line. I have tried contacting 24PetWatch several times. Each time I get different statements about why my claim was denied. They have already admitted on a recorded phone call to their mistake yet they are still trying to deny my claim on the basis that I provided documentation that is not required by definition in our contract. My claim needs to be reviewed properly. If I do not get a response I will pursue all legal avenues available for recovering compensation for my pets wrongfully denied insurance claim.

  Business Response

  Date: 08/30/2022

  We apologize for the customers disappointment with their 24PetWatch experience. 
  
  We have been in contact with ****************** and have addressed her concerns regarding the claim in question. A reassessment for the claim was completed on August 24, 2022. We encourage the customer to reach out to our office should she have any further questions or concerns.
  
  We would like to thank ****************** for taking the time to provide her feedback. We take our customers feedback seriously as we look to are constantly improve our product and service offerings.
  
  ***********************
  Insurance Services Specialist
  ************************
  *****************************************************
  

• Initial Complaint

  Date:08/03/2022

  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.

  24 hour pet watch is supposed to provide pet insurance for dogs for my ****** a month premium. I submitted 2 claims on 6/9 and cannot get a customer ********************** agent to tell me what happened to them not have I received a written explanation of denial via mail. I do not use the online portal. All communication has been requested to be in writing or on the phone. The 2 emergency bills total almost ******* dollars. I cannot appeal with the state board of insurance without the paper denial of the claim and the line items. They refuse to provide the information or access to a supervisor and keep saying I want an extension.

  Business Response

  Date: 08/25/2022

  We apologize for the customers disappointment with their 24PetWatch experience. 
  
  We were in contact with ****************** on July 28, 2022 and have addressed all her concerns.
  
  We encourage ****************** to reach out to our office should she have any further questions or concerns.
  
  We would like to thank ****************** for taking the time to provide her feedback as we are constantly looking to improve our product and service offerings.

  ***********************
  Insurance Services Specialist
  ************************
  *****************************************************