Complaints

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

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  Covetrus

  7 Custom House St Ste 5 Portland, ME 04101-4755

  
• 

  Covetrus

  400 Metro Pl N Dublin, OH 43017-3378

• 

  Vets First Choice

  2409 Peppermill Dr # K Glen Burnie, MD 21061

• 

  Covetrus

  5013 S 110th St Omaha, NE 68137-2376

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:07/11/2023

  Type:Service or Repair 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.

  Covetrus filed an auto ship order on 7/5 with shipping being 3-5 days. It is 7/11, and I still do not have my refill which is a heart medication. They encouraged autoship, and while I understand Covetrus cannot control how items move through *** or ***** Covetrus was responsible for filling the order in a timely manner to insure that I receive it by the time my previous refill is empty. In other words they should have ordered it around 7/2 to compensate for possible incompetence on behave of mail service. It would not hurt to receive it a few days before it is actually needed as the shelf life of the medication i needed is 180 days. So Ive cancelled autoship at my future expense as Im more reliable than any of the parties on the supply end.

  

  Business Response

  Date: 07/12/2023

  Hi *****, 
  
  
  Thank you for passing along your concerns. We understand how important the Pimobendan Suspension is for ***** and want to ensure it's getting to you in a timely manner and before you run out of medication. After reviewing your account, this order was placed on 7/5/2023 as you had previously stated. It shipped out at 5:19 PM on 7/6/2023 after processing through our pharmacy. As this order did ship out after hours, the first full day in transit was 7/7/2023. As this order was delivered on 7/11/2023, it was delivered within our 3-5 business day guarantee. 
  
  
  As the autoship program is intended to be a convenient way for pet owners to receive medications, the next order date and/or the frequency of the autoship can be changed at any time as needed. After further review, I see this was discussed via an email interaction with one of our representatives. I have attached a screenshot of our Autoship terms and services which can be found on our website at the bottom of the page under site details/ Terms of Service/ #**. If you have any questions or would like to re-establish your autoship with a courtesy 10% discount, please feel free to give us a call at ************ or reply to the same email chain that you had prior. There will be a note on your account for our representatives to apply the one time discount. Thank you. 

  Customer Answer

  Date: 07/12/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:06/27/2023

  Type:Service or Repair 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.

  On May 8th a prescription was sent to Covetrus for medication for our cat. The order is #*************. It was for Famciclovir Soft Chewable 125mg 60 count. The total was $180.00. The e-mail confirmation states very clearly shipping is 3-5 business days. After not receiving it in over a week, we called and they said they couldn't find it. Finally it arrived after 12 days of the cat being terribly sick. When we tried to give the cat the medicine, he refused it. We tried many different ways to disguise the taste, but the cat ate around it. I called customer service on a recorded line and explained the situation to the woman on the phone. She apologized and said, "no problem, I am submitting your claim for a full refund." Two days later a "pharmacist" from Covetrus called me and asked me what happened. I explained to her the issue, and she replied, "I wish I knew because I would have recommended a different flavor than beef because cats don't care for beef." She then told me she could only give me a $30 refund. I said no, that is not what I was promised on a recorded line by your customer service member. She said, "she shouldn't have said that. I will call you right back, I need to speak to a supervisor." She never called back, no one called back, Two weeks later, I get a $30 refund. I spoke to my vet and told her what the pharmacist said about cats and beef flavor. She was outraged and said that was absolutely ridiculous, and that the pharmacist had no basis or qualifications to make such a statement. Furthermore she said "even if that ridiculous statement were true, Covetrus had that flavor as a choice of medication, so that doubly makes no sense." The Vet owns her medical practice and is beyond upset at how I was treated. To make matters worse, because of the length of time to receive the medicine, and all the nonsense from the pharmacist, the young cat passed away from the illness that could have been treated.

  

  Business Response

  Date: 06/28/2023

  Hello ****,
  
  I am sorry to hear about the delay in getting the Famciclovir Soft Chewable for Cat and that no one reached back out to you once promised a follow up.  As many of us here at Covetrus are pet owners ourselves, we understand the importance of getting medication to our pets in a timely manner, and I apologize that didn't happen and that your cat passed away. After reviewing your account, your order was placed on 5/8/23. At that time, we did have to get additional information from your vet clinic before we were able to dispense the medication. We received that documentation on the 9th and proceeded to fill the order. Unfortunately, the location that your order shipped out of is seeing potential production delays of **** business days with soft chew orders. We were able to fill your order within 5 business days. It shipped out on Tuesday, 5/16/23, and was delivered four days later, on 5/20/23, which is within the 3-5 business days shipping timeframe guaranteed on our website. 
  
  Per pharmacy law, we cannot take prescription items back for a full refund or resell them, without looking into the complaint first. After reviewing the interactions, you were advised a full refund would be given. Due to that incorrect information given, I will refund the remainder of your order in full and ensure the agents involved are coached so this doesn't happen to anyone else in the future. Please allow 5-7 business days for that refund to show back on your card that was used to place the order. Should you have any further questions or complaints, please feel free to reach back out. We thank you for this valuable feedback. 
  
  *****

  Customer Answer

  Date: 06/28/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:05/16/2023

  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.

  We have given our business to covetrus for 10 years without problems.As of December 2022 the company started double charges by using an ACH method of charges and a credit card on file.We brought the problem to their attention and instead of refunding ** they allocated the additional payments to other invoices.This caused accounting problems from then on and have lasted 6 months total, and they are una le to solve it.Their accounting office has issued an *** with detailed allocation of double charges towards current invoices as credit, ultimately stating that we have $400 in credit.I communicated and requested a check.However the new invoice shows a roughly $500 charge that has gone on twice before, which is clearly a mistake and I brought it up to their accounting officers asking for an explanation.To which they said that they have cut jobs and that they're short with accounting as an excuse, in addition to explaining this mistake due to outdated green screen computers.We find this unacceptable.I've sent several other ***ils and calls to the person in question with no response.Today we phoned them in the morning and we cannot get anyone in accounting from the main office desk.I just called before this complaint to cancel our account completely and requested that they give ** whatever statements they have left so that our accounts can be zero.This is unfortunate as again we're a 10 year old client and the veterinary office.We have purchased thousands of dollars from their company through the years and they have zero care for their clients in this regard.I've never even gotten a courtesy call to let us know that they've received information.And where we stand I wasn't even assured that our account was going to be closed per my request.hopefully this can prevent others from getting into the same type of problem and hopefully this will hasten somebody in higher office to solve our problems with them..

  

  Business Response

  Date: 05/18/2023

  Hello ****,

  I am sorry to hear about the issues you have been having with the invoices for your practice. I have sent this information over to to the respective parties and they should be following up with you as soon as they are able to review it. Thank you. 

  Customer Answer

  Date: 05/18/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:04/27/2023

  Type:Sales and Advertising 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 have to use Covetrus for specific dose meds and prescriptions for my dog. When repeatedly ordering that dose of Metronidazole , the company charges outrageous handling fees. Even if the order is of a high enough monetary value to qualify for free shipping, these pills always have a ridiculous handling fee. The pills are marketed on site at a price / per quantity. Once you order your quantity and check out , the Handling fee appears and cannot be waived. When I inquired about this fee after they contacted me for my last order bc their batch was expiring and they wouldnt be fulfilling my entire order nor waiving any fees/ expenses, they said that handling fee is to handle the pills? As these are pharmaceutical grade, compounded Rx meds, there is no option for the consumer to place the pills in the bottle themselves handling, or to make the pills themselves handling. A consumer cannot order ingredients from them to make the pills at home. A per quantity price given by the company online should mean that price includes the creation of that pill as well as that pill being handled for the consumer to access it. Advertising this med online at a price per quantity is misleading & falsely represents what the consumer purchases. As the dose I purchase is a special size / dose, if there is a fee associated with making or selling that dose, then that fee should be included and figured in the listed quantity price. There is no option to buy any pill from anywhere without a company technically handling it. Advertising a pill at a quantity price implies the pills are made / exist at that price, not that price then they have to charge you to make them/ touch them. There is also no way to teleport these pills and make them magically appear without handling them. These fees are misleading and at the very least cause me to question any ability to trust a company I need to be able to trust to provide pharmaceutical grade products for my pets.

  

  Business Response

  Date: 04/28/2023

  Hello ******************************,

  We understand your frustration and concerns with your recent order for the Metronidazole Compounded MiniTabs. We are as transparent as possible on our website to ensure our customers feel confident ordering products from their Veterinarians online pharmacy. Before the item is added to the cart, there is a statement underneath the "Add To Cart" button that states, "This product requires special handling. An additional fee will be applied at checkout." Once added to the cart, there is a tool tip stating, "Special handling required due to the nature of the product selected." 

  The handling fee is a fulfillment fee for the processing of your pet's compounded medication. It is made specifically for your pet's needs based on the recommendation and approval from your Veterinarian. Although we do understand the frustration and want you to have peace of mind, we have given your feedback to our Storefront team so they are aware of these types of situations. 

  We did receive the emails you sent, and have attached a couple screenshots of the handling verbiage on our website as you were requesting a copy of the handling definition, description and policy. In addition, we have put in a one time courtesy refund for the $11.55 fee to be refunded back to your card within 3-5 business days. 

  Please let us know if there is anything else we can help you with. 

  Thank you,

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

   

  Customer Answer

  Date: 04/29/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  Better Business Bureau:
  
  I have reviewed the response submitted by Covetrus, and it's more of the same. I have determined that in spite of the fact the response does not satisfy my issues and/or concerns in reference to complaint #******** ,I am willing to close the case, but only if this part of the compliant is also published, even if that means forgoing any "courtesy" refund. 

  I will never consider this resolved until Covetrus alters its practices to reflect reality and stops answering questions without constant contradictions dancing around real answers, which will never happen.

  I understand that by choosing to accept the Covetrus's contradictory response that my complaint will be closed because I cannot force an entire pharmaceutical enterprise to admit the contradictions and misrepresentations of its own practices, policies and pricing.  It is sad I have such limited choices with a company that repeatedly contradicts its own arguments in plain view and even with the involvement of the BBB. 

  I live in the real world and know there is no way for one person like me to hold Covetrus accoutnable to the point where they will change their practices and be forthcoming about the real way batches of this med are made, and as long as my options with BBB are only accept or keep going, where the BBB can read and determine the blatant contradictions of Covetrus's alleged justifications all on its own, then why bother trying any more as just one person.

  If meds were and are in fact specifically for any pet, so much so that they require special handling without a transparent pricing structure at the time choosing the quantity and before reviewing the cart online, then I would not have been contacted by Covetrus because Covetrus could NOT fulfill my 90-tab order because the "batch" was going to expire before that quantity could be efficaciously administered to my dog.  They did not say they lacked enough ingredients to prepare the meds for my dog, they said their batch was going to expire. Coming from a batch that already has an expiration date is not something prepared specifically for my pet.  
  

  Saying it again, coming from a batch is not the same as specifically for my pet, because that would have involved supplying 90 tabs with a later expiration date, or even permitting me to access the difference of 30 tabs that would expire at a later date when accepting the 60 that would be expiring sooner.  When I inquired about that, they didn't have that batch yet!

  These formulations are premade in batches at specific doses and the misrepresentation that this med is specifically compounded for any specific animal and therefore requires special handling fees for such specificality in this situation is false. 

  It's the same bunch of contradictory statements that have derailed credibility with this company from the beginning. Such practices and misrepresentations eclipse the healing abilities stemming from all pharma, thus perpetuating the big pharma stereotypes.

  I had hoped the BBB could recognize the contradictions on its own because Covetrus does this in plain sight and has done so in the response generated by my BBB complaint.

  Covetrus believes they get to have it both ways and the consumer will be none the wiser as they charge "special handling" for products they allege are made specifically for your animal, and at the same time not fulfilling orders becasue such specific meds are part of a batch that will be expiring. 

  Which is it?  It's the one that allows Covetrus to charge the most and whatever it wants regardless of misleading consumers or charging extra for special handling orders they are not fulfulling based on their own definitions and explanations.  

  Luckily,I have located competitors with the same dose my dog needs and the pricing has been straight forward. 

  There are no special handling / extra tack-on fees from the other pharmaceutical competitors who also compound this medication at this dose.

  Transparency and honesty regarding the creation and manufacture of this med at this dose should not have been so difficult for a company like Covetrus to provide. The amount of time and energy Covetrus has spent digging into backing their questionable practices and  in order to avoid waiving the "special handling fee" at the onset of their initiated request to change the order is remarkable.

  If they truly make my dog's med specifically for her, my order of 90 could have been fulfilled as it has in the past instead of only being able to receive 60 because Covetrus's batch was expiring!  
  
  Regards,
  
  ******************************

   

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

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

   

   

  

  Business Response

  Date: 05/02/2023

  Hello, 

  Thank you for your continued feedback regarding this situation. A refund in the amount of $11.55 has been processed onto your card that was used to place the order and you should see that within a few business days. Your feedback has been passed along to our storefront  and leadership teams. Thank you.

   

   

  Customer Answer

  Date: 05/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******************************

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 paid for my order on January 19, 2023. On January 25th, I had a missed call on my phone from Covetrus so I called them back. I spoke to someone named ***** who told me he could not find any notes attached to my order that would indicate why they called me. ***** then shared that my order would arrive tomorrow (January 26.) That was five days ago. I tracked my order via **** and the history shows that the shipment originated in ******** then went to ****** and is currently in *********. I am in ******* and still waiting for this order. I called twice today and followed the automated prompts but was disconnected twice after briefly holding. **** tracking says the package is making its way through the network. At this point I wonder if the medicine is safe to give my dog. Is the potency compromised from the heat its endured during its excessive and unnecessary travels? Perhaps Covetrus should consider a more reliable shipping protocol/service that is aligned with the high level of importance of their services.

  

  Business Response

  Date: 01/31/2023

  Hello ****,

   

  We are sorry to hear about this experience! After reviewing your account, it looks like **** may have sorted your order onto an incorrect vehicle. We are diligently working on getting a replacement sent out to you. This will be free of charge and once that order is placed you will get another order confirmation number. We will be sending this with our fastest shipping which is 1-2 business days. I will be emailing you off the case we have started for you so if you do have any further questions or concerns, please feel free to reach out. We want to make sure **** gets taken care of! Thank you. 

• Initial Complaint

  Date:12/17/2022

  Type:Service or Repair 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 placed and paid for my dogs prescription 12/3/22. By 12/8/22 it hadnt shipped so I reached out. They stated there was an error where only one antibiotic was ordered by the vet instead of 14; so they held the whole order which included antibiotic shampoo and allergy meds as well. On 12/8/22 I purchased the recommended 14 after only learning about this by reaching out asking where the meds were. On 12/13/22 the antibiotics were shipped; but still nothing from the antibiotic shampoo or allergy pills. On 12/16/22, after reaching out again, ** informed the shampoo isnt in stock and they refuse to ship the allergy meds (which couldve been shipped with the antibiotics or on their own or maybe on 12/3/22 when both the antibiotics and shampoo were in stock) until the shampoo is in stock. My dog had an allergic reaction causing his skin to break out; this allergic reaction wont clear up without the allergy pills. So theyre sending me antibiotics that he will likely need again because his skin wont heal until I get the allergy pills - that Ive paid for. I want the allergy pills shipped now and expedited. This company is putting a dogs health at risk due to their error and refusing to pay shipping when they couldve shipped it already with antibiotics. Today my dog snapped at me because hes so miserable he didnt want touched, not like him. So when one of my kids gets bitten because its been 14 days since his meds were ordered and paid for but this company refuses to ship them - then it will become a legal issue.

  

  Business Response

  Date: 12/19/2022

  Hi ******,
  
  I apologize for the recent experience that you have had with our company. In regards to your original order placed on Saturday, 12/3/22, one of our agents sent an email to *********************** on Monday, 12/5/22. This email stated that the original order was placed for 1 tablet of Cefpodoxime instead of the recommended 14 tablets from your Veterinarian. Unfortunately, we did not hear back from you to let us know if we could replace that order for the 14, but did see that you placed a new order for that product on 12/8/22. 
  
  On 12/9/22, per the original email sent, we replaced the order with the other items, Apoquel and KetoChlor. At the time of order placement, the products were available. However, orders process through our internal systems and during that process, the KetoChlor was out of stock from the manufacturer and unable to process. At that time, an email notification was sent to you. Currently, since the order has not shipped, you have not been charged for this order, only a pre-authorization hold for $269.91. 
  
  Per your request above, our **************** team has cancelled this order and placed these items separately. Both of these orders will be flagged with our Next Day shipping at no charge to you. You will receive two separate order confirmation emails and the pre-authorization for the $269.91 will be dropped and you will see the two new pre-authorizations.
  
  We do understand the inconvenience and apologize for the experience. As of today, 12/19/22, the current ETA for us to receive the KetoChlor from our manufacturer is this week. We have an open case for you that we will be monitoring and will ship this order out as soon as we are able to fill.

  
  
  Please let us know if there is anything else we can help with.
  
  Thank you, 

  ********

  Customer Answer

  Date: 12/19/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

• Initial Complaint

  Date:11/15/2022

  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.

  On September 27, 2022 Covetrus charged my CC for the heart medication for my 15 y/o dog, they charged my card once again on October 9, 2022. I noticed the double charge about a week later and since then I have been in contact with them trying to get a refund, but the burden of proof fell on me, as they "showed" no record of the double charge. on 10/26 I submitted a copy of my bank statement to proof the double charge. It is now 11/15/2022 and I still have no refund. I spoke to them this morning, and I was told they don't know WHY my refund has not yet been processed. The rep that answered the phone placed me on hold and by the time she returned to the line her attitude had changed, she was defensive and rude, as I had send an email yesterday regarding the refund status and I mentioned that I would be reporting them to the BBB; the customer service rep just stated that I still had to wait to hear back from the supervisor regarding my refund. It is now 7 weeks since they charged my card for the first time and I still have no refund. Shady charging practices!!

  

  Business Response

  Date: 11/18/2022

  Good Afternoon,

   

  I apologize that this process has been drawn out and time consuming. After reviewing your account, I do show that we were able to send a check out on 11/10/2022 but due to the Veteran's Day holiday there may have been a slight delay in shipment. This was communicated to you through an email sent on 11/16/2022. Please be on the lookout if you still have not received it. Thank you. 

• Initial Complaint

  Date:09/18/2022

  Type:Delivery 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 have placed 3 time sensitive orders (2 different meds) with this company per instructions from my vets office since mid-August 2022. All three have been cancelled, without any notification to me about the cancellations (the most recent having been ordered on 9/7). Orders appear to be in the process of being filled, then dont arrive. When checking this last, I was unable to login and had to do reset password. The link did not come through initially but when I was able to get in (11 days from the date of the order) it appeared as cancelled with no explanation. Both meds are TIME SENSITIVE and daily doses. I have attempted to contact the company but am placed on hold for inordinate amounts of time, but will continue to attempt resolution that way, but this poor service and communication has the potential to be detrimental to my pets health, which is the primary reason for submitting this complaint (which appears VERY similar to other complaints) in hopes that the Company, if not the BBB will better address these issues.Thank you

  

  Business Response

  Date: 09/19/2022

  Hello *******************,

  I apologize for this experience you have had and have looked into your account.

  After reviewing your account, I do see three cancelled orders and one shipped order. The original order from 8/16/22 for Gabapentin and Vetoryl capsules was cancelled due to Gabapentin being a Drug of Interest in your state. Per federal laws, we are required to obtain your drivers license and DOB before we can ship this medication to you. An email was sent on 8/16/22 to obtain this information, but unfortunately we did not receive a response. The email did state we would cancel this order on 8/22/22 if we did not receive a response back with the requested information. 

  On 8/26/22, a new order was placed for the same products and the same process occurred. An email was sent to you on 8/26/22 requesting this same information with a cancellation date of 9/1/22 if we did not hear back from you. That email did also state the other product would be replaced on 9/1/22. On 9/1/22, the Vetoryl was replaced and shipped from our pharmacy on 9/2/22 with a delivery date of 9/6/22.

  Your most recent order from 9/7/22 was also the same process as stated above. We received an email today with the drivers license and DOB. A customer service representative will be reaching out to you today to assist with placing a new order for the Gabapentin.

   

  Again, I do apologize for the inconvenience this has caused and we will be reaching out shortly.

  
  Thank you,

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

  Customer Service Supervisor

   

   

• Initial Complaint

  Date:08/05/2022

  Type:Delivery 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.

  Placed an order on July 28, 2022 for heartworm medication - $157. The item shipped and reflected delivered but it was never received. I contacted Covetrus - who in turn had a new order sent to replace the first (after getting permission from the prescribing clinic). However, after everything had been set up for a replacement shipment - the order suddenly canceled!The order probably - Im assuming - canceled because the prescribing clinic was approached for a new script and not a replacement script.Now theres no medication and a paid $157 thats been spent!This is so unacceptable and not to mention, unconscionable.

  

  Business Response

  Date: 08/06/2022

  Hello, 

   

  After reviewing your account, I do see where we attempted to place a new no charge order for the Simparica Trio through the Spay and ****** clinic. Unfortunately, the order that was lost in transit had used the last part of the prescription you had on file for the Simparica through the Spay and ****** clinic so when we placed the new no charge order for you, that did have to go the the Spay and ****** clinic for approval. Unfortunately, they were reluctant to approve the prescription for the no charge order even after explaining to them you never got the original order. I do see that you worked with one of our team leads, ****, and he was able to refund you in full for the order you did not receive and we placed a new order through My Family Vet with a 30% discount so you are still getting the Simparica Trio and even with a discount that you did not receive on the original order. If you do have any further questions or concerns, please feel free to reach back out at ************ or reply to any of the email respondents you have received from Covetrus. Thank you.  

  Customer Answer

  Date: 08/06/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************