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:06/24/2024

  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.

  I ordered heartworm and flea and tick preventative from PetCare RX in January of 2024. After placing my order, I received an email saying my vet approved only part of my order. I called my vet and said they approved a full year, so I contacted PetCare RX to ask what part was supposedly not approved. It turns out that the whole order was approved, but PetCare RX couldn't fill it because they did not have enough of what I ordered; I ordered a year's worth of preventative but what they had would expire in October. They told me they would keep the refill on file so I could come back and order more later in the year. I was frustrated because the whole reason I chose to use the company was because with the discounts available at that time, buying a years worth of the medication was cheaper than their competitors. They would allow me to fill the rest of my order at a later date, but of course, they would not honor the January price. When it came time to refill the preventatives in May, I once again went back to their website, intending to have the rest of my original order filled. Instead of being able to just order more based on the original prescription, per their communication, they were going to require a new prescription. Additionally, their prices were significantly higher than their competitors by this point, so I chose not to refill through them and thought that would be the end of it. Sadly, it was not. They have called me SEVEN times in 11 days, sometimes twice in one day, and left a voicemail every single time. There is no way to opt out of calls from your account settings, and blocking the number still allows them to leave voicemails. Changing the phone number also doesn't stop the calls. I used their chat feature on the website on June 17th to request they stop calling and was told my number would be placed on their do not call list. Nonetheless, by today, June 24th, they have resumed the robo calls. I just want the calls to stop.

  Business Response

  Date: 06/27/2024

  Good day,

  Thank you for allowing PetCareRx to address this concern. Our automated system will contact clients who have not placed an order for an extended period of time and have available refills on file. We have reached out to the client and updated her profile so that she won't receive any further contact. We apologize for any inconvenience that this may have caused.

  Customer Answer

  Date: 06/28/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  Date:06/13/2024

  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.

  I purchased one item from this company back in 2023 for my dog and I had no plans to order from them again. Out of the blue, and over one later this company has attempted to take/withdraw $54.11 out of my bank account with out my authorization. They attempted this transaction twice and can be proven. Oh was I upset! I called PetcareRX and spoke with a representative. I explained my concerns and then she transferred me to who I presumed was a manager or supervisor. I believe name was ******. I asked why is this company making unauthorized transactions on my account. She refused to give me a straight answer as I asked twice why are they making unauthorized transactions on my account! I am upset at this point! She says something about a yearly subscription that I had no ideal of and certainly did not agree to keep my card on file that long and charge it without my authorization. Expressing my disappointment, she eventually said she canceled my subscription. WHAT SUBSCRIPTION? At this point I told her that I would like to make a complaint and can I speak with a higher power. As she fortunately says, theres no one available at this time. I told her that I would be making several complaints. These are average hard working people youre taking advantage of and this needs to stop.

  Business Response

  Date: 06/13/2024

  Good day,
  

  Thank you for allowing PetCareRx the opportunity to address this concern. In June of 2023 the customer was provided a complimentary year of access to our PetPlus Benefits Program. This program has a annual automatic renewal as outline in the Terms and Conditions provided to the customer at the time of enrollment. Unfortunately, the membership on the customer's profile did not have a cancellation initiated and there was an attempted renewal. The customer did contact ********************** and we were able to cancel the membership and the account was not charged. There will be no future attempt to renew the membership on this account. Thank you!

• Initial Complaint

  Date:05/01/2024

  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.

  Unfortunately, PetCareRx is practicing false claims, with bait-and-switch pricing, and denying customer service. On April 23rd, I ordered their generic chewable carprofen tablets for my dog's arthritis, promoted at a special sale price lower than other pharmacies online. PetCareRx advertised the 180 tablets for her dosage at $73.80, as opposed to $109, $120, etc. at other sites. (After I ordered, I also received two phone calls from them offering other products and services, which I refused.) On April 29 I received a package of the lower-grade hard tablets which require pill pockets. However, the item listing on their website clearly promoted these as the chewable grade, both in the company's labeled photos and FAQ description. When I called to ask for an exchange or return, I was refused. PetCareRx did not acknowledge their false internet claims. Instead they suggested I buy the pill pockets in addition (another $60 on their website). For me this denial, coupled with their persistent phone calls encouraging me to "buy" a $40/year membership to ensure discounts on other products, constitute predatory practices.

  Business Response

  Date: 05/02/2024

  Good day,

   

  Thank you for allowing PetCareRx to address the reported concern. Our website utilizes stock photos to provide our clients with a visualization of the product being viewed. However, there is an options box next to the photo where the dosage, quantity, and desired application and/or form of the medication would be selected. We understand how for a fist time user this may not be abundantly clear. For this we do apologize and are working diligent to update our website as to be more user-friendly. We've contacted the client to offer additional support and a resolution. A return label has been sent via the client's listed email and a refund will be provide once the product is returned. 

  Customer Answer

  Date: 05/03/2024

  Better Business Bureau:
  
  I'm relieved that PetCareRx is committed to providing a refund, which satisfies my main concern in my personal complaint about their service. That they are reviewing or considering changing the misleading photo is also reassuring.  I hope they will go further and correct the description text on the same page, in the *** section, which refers to the medication as the higher-grade version, rather than the lower-grade one I received.  This description can also mislead customers.  So in reference to complaint ID ********, I am satisfied with the refund they will provide me; even though I am concerned for future customers, for my own case I consider this matter resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/25/2024

  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.

  Last year I ordered urinary so royal Canin cat food which you need a vet prescription for through PetCareRX. The vet where I take my cat said they would approve the order as they have at another company several times in the past. They didn't so I canceled the order. This happened twice and I was frustrated with my vet and explained this on the phone to PetCareRX when it was finally approved. A couple weeks later I got letter saying I had a petplus membership. I was confused and livid as I never signed up for one I called PetCareRX and was told it was a courtesy for a year I kept saying I did not want it but was assured there was no charge for it. Low and behold I order cat food first week in January **** and see an extra charge of $154.99 on 1/6/**** on my credit card. Thinking someone billed me for a wrong order I called and was told it was a membership renewal. WTH. The lady claimed I should have gotten a renewal email. UMM NO!! I never got a renewal email. Nor did or would I authorize a $154.99 membership fee!! I never authorized the first one so you can bet I wouldn't authorize the second one.

  Business Response

  Date: 01/31/2024

  Good Day,

  Thank you for the opportunity to respond to this matter. While reviewing this account it was noted that the client was enrolled in the PetPlus membership wherein the first year was complimentary. This subscription does automatically renew 12 months after the initial enrollment, charging a renewal fee if not canceled. Once the subscription renew on 1/6/2024 the client placed an order utilizing the benefits of the membership. When the client contacted PetCareRx to cancel the subscription a partial refund was issued, deducting the savings accumulated since the renewal on 1/6/2024. As a courtesy, in addition to the partial refund, the client has also been refunded the difference that was initially deducted because of the accumulated savings. This resolution will provide the client with a full refund. Thank you.

  Customer Answer

  Date: 02/06/2024

  Better Business Bureau:
  After filing a complaint with my credit card and another agency and
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  Date:01/22/2024

  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.

  Date of Transaction: 9/8/2022 Amountof money paid to business: $105.93 What the business committed to provide you: Nothing Nature of dispute: I never signed up for their "*************" membership. I did not use their website at all and I was never notified of signing up for the service. The reason my dispute is so late is because they never sent any receipt or confirmation for my membership EVER in 2 years. I was reconciling my taxes this year and I noticed the charge. I made one purchase in March of 2021 and then never received any further communication other than being billed for a membership I never signed up for.Whether or not the business has triedto resolve the problem: The business agreed to refund my 2023 membership but not my 2022 membership charge. I never once logged into their website or had any knowledge I was part of their subscription program.Account order number: None, because they never sent any kind of email or communication

  Business Response

  Date: 01/31/2024

  Good day,

  Thank you for the opportunity to respond to this matter. According to our records the client enrolled into the PetPlus membership by way of PetCareRx's website. According to our policy the client has 60 days from the date of the renewal to cancel the subscription and request a refund. This action was not completed. The client contacted PetCareRx 1/19/2024 to request the cancellation of the membership and a refund was issued for the renewal fee for 2023.As a courtesy we have reached out to client to oblige their request and issue a refund for the 2022 renewal fee.

• Initial Complaint

  Date:01/05/2024

  Type:Product 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 January 24th, **** Petcarerx taken $154.00 dollars from my account. I had talked to customer service and asked them to delete my account information and also sent an email because I did not want to do business with them anymore in 2023. I am a senior on a fixed income and cannot afford for them to take money. I assumed that my account had been deleted. I have not received anything concerning an order or what they are charging me for. I would like for them to refund my $154,00.

  Customer Answer

  Date: 01/05/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***************************
  
  My complaint has been resolved Petcare will refund my money. Thank you for any assistance you have rendered.
  
   
  
  

• Initial Complaint

  Date:01/04/2024

  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.

  On 1/3/24 I have noticed a charge of $107.79 that i did not recognized. After contacting my bank (TD) I was told that the same charge was processed on 1//3/2023. I have contacted the company and spoke to ***** (refused to provide last name) from a phone number **************. After explaining my problem, she said that I signed up for some promotional program when I ordered food for my pet in 2022. When I explained that I have not signed up for anything, she explained that promotional price was part of the program and the offer was in the order confirmation email. Since they have not received my cancelation within 72 hrs, I was included in the program and charged $107.79. After explaining that my pet died few months later, and why would I sign up for something that requires a payment of $107 to receive $5 discount, ***** said that i should have informed them about it. I asked for a refund of all charges, however, she said that they will return the current charge from ****, but not for 2023 and she will not be intimidated or bully by anyone and hanged up.

  Business Response

  Date: 01/11/2024

  Good Day, 

  Thank you for this opportunity to address our customer's concerns. We were able to speak with *************************, and we have been able to resolve this issue.  If the PetPlus subscription is not used then a customer may contact us at any time to request a cancellation and refund if there was a recent charge.  

  Thank you 

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

  Customer Care Manager 

• Initial Complaint

  Date:11/27/2023

  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 was called on 2/26/21 to enroll in **************** Rep said she would waive only enrollment fee of $99. Asked what other payments I would need to make. She assured me there would be none. I was charged $139.95 on two occasions, one on 2/26/22 and another on 1/30/23 for a total of $279.90. I never signed an agreement or received an invoice. Company offered to refund me $8.08.

  Business Response

  Date: 11/29/2023

  Good day, 

  Thank you for the opportunity for allowing us to address the concerns of ************************ 

  The terms and conditions of the *************** guarantee is as follows:  At the end of the year, if a pet parent does not save the amount paid for the plan at the beginning of the year, then the pet parent may choose to receive a refund for the difference if opting to not renew, or apply the difference to the renewal amount.  In this case, *********************** has cancelled her enrollment with the renewal set for January 30, 2024.  At the end of the year,  a refund us due.  As a courtesy we may extend a request for a refund pending an approval as this is outside normal process.  We with contact *********************** with the final answer.  

   

  Best Regards

  ****** *

  Customer Care 

• Initial Complaint

  Date:10/31/2023

  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.

  My wife ordered meds in late 2018. She received a hard sell for the PetPlus membership. She declined. Then we goofed by not noticing we had a $50 credit card charge on 11/29/2018.She never ordered anything from PetCareRX again. Checking her account at ********************** the following unapproved charges have been made to our CC:On 11/29/2018 we were charged $50. On 12/29/2019 we were charged $99. On 11/29/2020 we were charged $99. On 11/29/2021 we were charged $99. On 10/24/2022 we were charged $99. On 10/24/2023 we were charged $99. We never received any notification we were being charged for PetPlus membership. Again we should have been checking our CC bill closer.PROBLEM: Note that the billing date keeps moving resulting in some years having only 11 months instead of 12 for the membership. This seems fraudulent unless we were notified. We were NOT.The first level customer service folks were nice and helpful. They easily refunded the 10/24/2023 charge. Then when I explained the situation they quickly agreed (without me asking) to also mail a check for the 10/24/2022 billing.OBSERVATION: Because I was quickly given a refund for last year (10/24/2022) I think this is common complaint. PROBLEM: I asked to speak with a supervisor and was told one would call me. They never did. RESOLUTION: I think we deserve a refund for the other years for a total of $347 as my wife never agreed to the membership (we never pay for those) and I am positive PetCareRX can not produce any documentation proving she agreed to the membership.WARNING: Check your credit card statement carefully. You may get a PetCareRX membership whether you want one or not.

  Business Response

  Date: 11/29/2023

  Good Day, 

  
  We have received the concerns expressed by ***** and **************************  We were contacted about the charge for the PetPlus enrollment.  Customer indicated that they needed the plan cancelled and so we cancelled and issued a refund for the charge for 2023.  We also issued a courtesy refund for the charge of 2022.  ************************* did an online sign up to the plan.  This was not something agreed to with anyone other than the customer opting to sign up online.  We have issued a cancellation and refund and an additional refund.  We have attempted to contact ************************* via phone and left messages each time.  The terms and condition of the PetPlus plan is for cancellation at any time and a refund may be had if the benefits were not used that year.  The terms and conditions are also posted on the our website for PetPlus.  We have issued an additional refund via a check mailed for a previous year.  If there is anything further needed, The ******* may contact PetCarerx at * *** ** **** 

  Regards, 

  ****** * 

  Customer Care 

  Customer Answer

  Date: 11/30/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ****** received two emails to confirm the service was cancelled and that a refund was being processed. She received no voicemails.

  ****** did not opt into ******************. It was a one time transaction.

  We still think PetCareRX signs people up for the PetPlus membership hoping they won't notice. We feel this way because they quickly reversed the 2023 charge and offered a 2022 refund before we even asked for one. It seems like a standard process for them.

   

  But obviously they won't/can't admit to this. I just wanted to warn other customers to be careful and check their credit cards. We NEVER received any notification we were in a PetPlus membership and when we finally checked our profile online, the notifications for the renewals was turned off. That is probably the default setting when they automatically sign people up for the membership.

   

  ***** and ******
  

   

  
  
  
  
   
  

• Initial Complaint

  Date:08/31/2023

  Type:Sales and Advertising 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 ordered a specific brand of dog food on several occasions from this retail website. One bag had a strange stale odor but the expiration date was within normal range. I contacted PetCareRX about this issue as my dogs became reluctant to eat the food. They pretty much blew me off and said there wasn't anything they could do as the food was not expired. I thought that was pretty weak as I know all they would need to do is contact the manufacturer to get a credit for a replacement bag of food. I thought I would try PetCareRX one more time and ordered another bag of food. Once again, the dog food smells funny and there is no expiration date on the bag. I contacted the manufacturer and PetCareRX about the issue this time. The manufacturer looked up the lot number and said the bag was nearing expiration and sometimes the food can go bad early. They said it doesn't happen often but can occur. They suggested contacting PetCareRX for a new bag since I didn't but it directly from a brick and mortar store or their website to get a replacement bag. I contact Pet CareRX and PetCareRX has a supervisor call me back to say there is nothing they can do since the food is not past the expiration date and basically they don't really care if I feed my dogs spoiled food which will make them sick. The supervisor proceeds to tell me to contact the manufacturer directly, which I have already done, and gives me a wrong phone number for the manufacturer. I call the supervisor back and was told she was in a meeting and will call me back which I doubt will happen. Really stupid and inept customer service which ***** customers! I just want a new bag of non spoiled dog food or my money back! I received the food on 8/28/23.

  Business Response

  Date: 09/08/2023

  We thank you for the opportunity to address this concern from ***************  We have reviewed this conversaiton and can confirm that the bag of food dispensed had an expiration of some 7 months from the date the order was dispensed.  We certainly apologiize if you were not satisfied with the smell of the bag of food you received.  As we have done for ************** in the past, we will accommodate ************** on the point of dissatisfaction.  A check has been issued and will be sent to ************** for the full amount paid for this item.  

  Sincerely, 

  ****** * 

  PetCareRx 

  Customer Answer

  Date: 09/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:
  I have not received a refund and have contacted PetCareRX with no response
  
  *************************
  
  
  
  
   
  

  Business Response

  Date: 09/29/2023

  Good day, 

  We have not received any contact of a sort from ** ************************** however upon review of the comments in this matter, I can confirm that the was signed and mailed to ************* on 9/25/2023.  These cheques are on a schedule which may have affected a speedier release.  We should be all set from here and appreciate the your consideration always.

  Regards, 

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

  PetCareRx Operations