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:08/15/2023

  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.

  Petcarerx is incredibly unreliable and difficult to work with. All the vets that my dog has has had an issue with their system. Their system is outdated and results in inability to keep track of scripts and refills of prescriptions that utimately leads to signficant delay in receiving prescriptions. I had to closely montior prescriptions monthly as auto refill was not reliable and i learned my ****** the hard way when my dog lapsed in her vital medications. I called petcarerx to cancel my membership as the website was so dysfunctional, the option was not available or i could't find in late 2021. I even deleted my payment method from the account. I was told it was cancelled. In 8/2023 i received an email that it was about time to auto renew. This is when i noticed that in 8/2022 it was renewed without my permission and despite my deleting my credit card payment information. This just adds to the dysfunction of the company. I am requesting a full refund for 8/2022 membership payment. When I called the company, I was met with "we have no record of this happening" and "we take notes, we have always taken notes, and your request for cancellation was not recorded or any complaints" well that is incorrect, I have many documented complaints between me and petcarerx as well as grievances between me and my vet regarding the lack of reliability of petcarerx.

  Customer Answer

  Date: 08/16/2023

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

• Initial Complaint

  Date:07/20/2023

  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.

  When I signed up for PetCareRX's PetPlus program a senior customer care rep informed me that I would receive discounted pricing for"up to 2 pets complimentary for the year." However, when I looked at my credit card statement this month I realized that the benefits only applied to one pet's prescriptions.To be clear, I have been purchasing prescriptions for two pets throughout the entirety of my PetPlus membership (1 yr). Perhaps one could argue that it was my responsibilityto point out the error earlier. But I had no reason to believe that I was being overcharged because 1. My membership included two pets from the outset- I have this in writing- and 2. My receipts listed the discounted pricing I did not receive. Let me state this another way: the prices listed on the website AND on my email receipts were not the prices I was actually charged. It was only through careful examination of my credit card statements that I noticed multiple discrepancies.Of course I assumed that petcareRX would apologize, refund me, and even perhaps issue a credit toacknowledge their mistake. But two customer service reps first erroneously stated that "The additional amount you saw on the order is the ** state tax." After some back and forth, they changed their tune, stating that my second pet "was not enrolled in the PetPlus Plan." (This is false- my membership included two pets and I have been ordering for both pets all year. Arguments to the contrary fell on deaf ears.)Lastly, even if I wasn't *********** discounted pricing- a statement I flatly contest- isn't it the company's responsibility to inform customers when there is a price change, particularly if they won't be honoring prices listed on a receipt? To list one price, confirm that price via order confirmation, and then charge another price is the very definition of fraud.This is gross malfeasance. I wonder how many other people are getting ripped off without even realizing it. I'm furious and perplexed by such deception.

  Business Response

  Date: 08/09/2023

  Good day, 

  Thank you so much for this communication.  

  We had the pleasure of speaking with ******************* and pleased to communicate that this misunderstanding with the original number of enrolled pets to our subscription plan has been all sorted out.  

  ************** had only one pet enrolled and so we simply enrolled the second pet and made the price adjustment for items purchased for said pet and we are on our way. 

  if there is anything more we can do for **************, she knows it will be our pleasure.  

  Thank you 

  ****** A 

  Customer Care Manager

  Customer Answer

  Date: 08/11/2023

  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:

  They did not process any price adjustments prior to July 12 and failed to acknowledge any wrongdoing, leading me to believe that they will continue defrauding customers. As I made clear in my complaint, it is their fault for not enrolling my second dog in the PetPlus plan and it is their responsibility to ensure that they are billing customers correctly. The credit card charge listed on an order confirmation MUST match the credit card charge, or it is fraud. 
  
  Furthermore, in the time that passed since my original complaint, my PetPlus account renewed (which is fine), but beyond the base price of $139.99 there was additional charge for a second pet, for $101.18. This begs the question: Why did they charge me for a second pet without asking my permission? Is it because my original membership was for two pets to begin with? And yet-- when I checked my account a week later, my second pet STILL wasn't enrolled in the plan. To repeat, petcareRX charged for a second pet, did not inform me that they charged me for a second pet, and again did not enroll my second pet in the plan until I asked them to do so one week later on July 21. 

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

  Customer Answer

  Date: 08/25/2023

  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: 

   There are so many falsehoods in the business's response it's hard to know where to begin. 

  "********************** had one of her fur babies enrolled with our subscription plan with a complimentary offer for the first year, and so received plan beneifts for that pet for that period."

  My Response: the complimentary offer was for two pets (see screenshots previously attached) but I only received benefits for one pet. Furthermore I didn't find out that the second pet was not enrolled until I checked my credit card statement 11 months and 2 weeks after the complimentary offer started. The company defrauds customers by producing order confirmations/receipts that do not match actual credit card charges.

  "One year later on July 11th, 2023 the plan renewed for that pet for $139.99.  ************* then inquired as to why the second pet was not receiving plan benefits and so we clarified that is only because 1 of her 2 babies we enrolled and we will be happy to enroll the second baby and we can extend the same offer, although it was not longer available, we will sign up the second for the complimentary 12 month experience.  We did so, the system will automatically charge and so we communicated that there was a charge and a refund will be expected.  The second pet was enrolled and charged and immediately refunded as promised."

  My Response: Upon renewal, PetcareRx charged for a second pet but AGAIN neglected to enroll the second pet in the plan until I inquired about the mysterious charge on my credit card. The refund was also not processed until I inquired about the charge. Two weeks passed between the credit card charge and the refund-  there was nothing "immediate" about this.

  "Also, the orders for both pets were adjusted to accomodate plan pricing extended full benefits immediately."

  Customer Response: Also not true. ********************** refused to refund anything other than the most recent overcharge. I requested a refund for an April order, provided backup documentation, and they still refused.  

  Sincerely,
  
  *******************
  
  
  
  
   
  

  Business Response

  Date: 09/08/2023

  Good Day, 

  PetCarerx is focused on customer satisfaction and will do our best each time to achieve such.  In this case, for ************** we have accommodated ************** for 1 pet courtesy enrollment for the first year and an order dated june 15,2023 on plan pricing for pet not enrolled in the per pet plan.  We have also extended the same offer for the second pet enrolled and adjusted the pricing right away for the second pet effective immediately.  At this time, we have really done our best to provide the experience that we hope for our customers.  This case is considered close.  However, If ************** needs to speak with us further, we will be happy to take a call.  

  Sincerely, 

  ****** * 

  PetCareRx 

• Initial Complaint

  Date:06/28/2023

  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.

  Re: Order #********* (shipment #********) made on 2/22/23 for 3 cases of wet cat food (72 cans). Seeking a credit card refund of $5.04, especially since account credit is unusable with PetPlus Membership. Two cans came severely dented (unusable). After sending photos, their representative ******, refunded the cans in the amount of $5.04 as CREDIT to my PetRX Account. I asked twice for the refund to be processed to my credit card instead. ****** refused and said it is now company policy to refund in the form of account credit. This policy is not on their website. As I refuse to order canned food from them ever again, it's been a while since I've ordered from them. Today, I purchased a bag of dry food using my PetPlus subscription membership and tried to use this refund credit that they OWE me. However, the website does not allow me to use my subscription membership discount and the credit at the same time. The chat representative said they consider the credit "a discount" and therefore two discounts cannot be applied at the same time. My refund is not a discount, and according to their representative, the account credit is unable if I use my subscription service membership. Therefore, I would like my refund processed to my credit card. I feel giving an credit for damaged goods is a shady business practice.

  Business Response

  Date: 07/02/2023

  Good day 

  Our pleasure to serve our customers at all times.  It was very sad to hear to ******************************** received her shipment with some dented cans of pet food.  It is quite possible as this can occur in transit to final destination.  We absolutely can move forward with a credit or refund for the qty in question and we already have.  ******************* was issued a refund of $5.04 to account for the unusable cans received in the most recent order from PetCareRx 

   

  Regards, 

  ****** * 

  PetCareRx 

  Customer Answer

  Date: 07/11/2023

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

• Initial Complaint

  Date:06/20/2023

  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.

  Purchased dog food for my dog. Today as Im checking my credit card account I see there is a charge for $256.15. I called customer service and they said it was a yearly membership fee. I would not be able to get a refund. I told her I have NEVER authorized a membership or fee. She stated that when I ordered the customer service woman asked me if I was interested in a free one year membership. She said then we automatically charge your credit card for a fee after a year!!! What??!! I told her I was NEVER asked nor told that I had to purchase a membership.

  Business Response

  Date: 06/20/2023

  Good day, 

  *********************************** did incur a charge of $256.15 unpon annual renewal of PetPlus Plan for her two fur babies.  A customer absolutely has the option of a cancellation with a full refund if no plan benefits were utilised since renewal.  That does apply here and so a full refund has been issued.  Customer has been in contact with our Care team and this issue has been resolved to the satisfaction of *******************  It is a pleasure and we are grateful to have the opportunity to address the needs and concerns of each of our customers. 

   

  Best Regards

  PetCareRx Customer Care 

  Customer Answer

  Date: 06/21/2023

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

• Initial Complaint

  Date:06/07/2023

  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 purchased cat and dog products and suddenly last order also charged for $256.75 for membership fee with tax . when i called the PetCareRx informed me it is a membership fee sent by email , which is did not received the email , they said we will refund $206.00 because you used part of membership , $40 charge for $56 item . i did argue regarding to charge but they said , this is the way , dishonest practice , also membership fees never ever had a tax because it is not a merchandise , on that end also their making money from public .

  Business Response

  Date: 06/16/2023

  Good day, 

  With the PetPlus subscripton for the two pets of *****************, we did come up on renewal after the first year complimentary offer.  A charge of $256.75 was explained when ***************** contacted ** on June 7, 2023.  ********** was utilised since renewal, a refund is an option on cancellation minus the amount of the savings for any transactions, since renewal instead of waiting to end of term.  As such a refund was accepted for the cancellation and processed immediately for $206.75.  On further review, ***************** is rightfully owed an additional $39.12.  A refund has been processed now for that amount and the customer has been contacted by phone and email, with the explanation.  We appreciate the opportunity to serve our pet parents.  

  Best Regards, 

  *************************;

• Initial Complaint

  Date:06/01/2023

  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.

  On 5/26/22 I bought prescription meds for my pets. That was fine. 6 months later, on 11/22/22 I was surprised to see this item was automatically purchased again without my consent. I looked at my account on petcarerx.com and it was difficult to navigate on my mobile device, but I was able to place the autoship on pause. I allowed that purchase to go through and received the meds. Then recently, on 5/26/23, I got a notification that PetcareRX charged my credit card $363.75 without my consent. I looked at my account again and saw my auto-ship order was still paused, so I didn't understand what the charge was for. I called the bank and had my card cancelled. I also removed my card information from the petcarerx website. (I thought) Then, after receiving my new card from the bank I get charged again on 5/31/23! On the new card! I finally opened up my account on a computer to investigate since the mobile experience was not helpful. After clicking around for several minutes, I was able to see that the charge was for a membership that I was being charged annually. Again, without my consent. This is a clear bait and switch. They make it very unclear and ambiguous to make any changes. You receive no warnings or expectations of these charges occurring until after the fact. When canceling this "membership" you get a warning that no refunds are given. Petcare RX has made it clear they would rather make their money scamming people than honest business practices.

  Business Response

  Date: 06/16/2023

  Good day

  A pleasure to service ****************  In May 2022, we did receive an order and a few days later we did get a on phone authorization to enroll pets *******, *** and ***** into PetPlus.  May 2023, did come up for the annual renewal and so there was a charge for $339.95.  What the cust stated on the autoship and the other charge are indeed correct.  He did pause his Autoship and so no other orders were sent.  *************** did contact PetCareRx on June 8, 2023 and had a conversation with ** regarding the charge for PetPlus.  *************** effected the option to cancel his PetPlus and receive a full refund of $339.95.  That refund was issued immediately and so this concern has been resolved.  Appreciate the opportunity to review this case.  

   

  Regards, 

  *************************;

• Initial Complaint

  Date:06/01/2023

  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.

  PetCare Rx has fraudulently signed me up for a pet plus membership. I have no email confirmations of any kind indicating that I signed up for this recurring charge. I am disputing it with my credit card company as I type this. I have not had any interactions with this company since May 2022. This is a ridiculous money grab that they are signing people up unbeknownst to them, not providing any type of confirmation letting them know that they will be charged a recurring charge a year from being signed up, and then not allowing refunds even when the services were not used.

  Business Response

  Date: 06/16/2023

  Good Day, 

  Its a plsasure to provide service to every single customer that contacts ** everyday.  **************************** did indeed interact with our compnay on 5/31/22 via phone.  On that day, she placed an order with ** and the recording reviewed from that phone call does indicate that the customer was given the option PetPlus and she accepted.  We realise that some time has gone by and some people not fully recall the details after 12 month.  A confirmation email is always sent to our customers as well.  Unfortunately, we did not receive any contact from ************************* this past May after the transaction appeared or we would have been able to fully service our customer then.  There is always the option to cancel the subscription and issue a full refund if desired.  We have authorised a refund via the Customer Credit Card chargeback process she triggered.  

   

  Issue resolved 

   

  Thank you 

  *************************;

  Customer Answer

  Date: 06/21/2023

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

• Initial Complaint

  Date:05/30/2023

  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.

  Was charged $139.95 on my credit card for some unknown reason. Transactions April 22. I noticed the charge on my new statement.

  Business Response

  Date: 06/16/2023

  Good day, 

  *********************** did indeed receive a charge from PetCareRx/PetPlus in the amount of $139.95 on 4/22/2023.  This charge was for the annual subscription program the cust enrolled in 12 months prior.  This is an annual charge.  We have reached out to ** *********************** by direct phone and email to explain the charge.  The customer does have the option to maintian the plan for her Pet's Rx, food etc,  or cancel entirely and as such a full refund will be due.  Whatever the customer requires, we will be happy to honor.  A pleasure being able to serve our pet parents 

   

  Regards, 

  *************************;

  Customer Answer

  Date: 06/16/2023

  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 and the matter has been resolved.
  
  MY COMPLAINT HAS BEEN TAKEN CARE OF BY ***** AT PETCARERX. I AM PLEASED WITH GETTING A REFUND. THANK YOU,  **********************; 
   
  
  

• Initial Complaint

  Date:05/24/2023

  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.

  Petcarerx.com took my money for a medication they claimed they had on their website! Put me through getting a script approved, as that took 3 days, just to have them tell me they dont have the medication needed for my cat, in which they could have told me before they placed the order ..Total scam, with their products!

  Business Response

  Date: 06/16/2023

  Good day, 

  In this case, we do have an order from ****************************** for an Rx item.  During the process of getting this order approved, the item did go in to "out ot stock" and is incurring a manufacturer backorder situation. Since this order has not been shipped we absolutely have not charged ***************** as that is not the process, but only to charge once an order has been shipped.  We have contacted ***************** via direct phone and email, and have given him the option to hold his order, we may transfer his rx or cancel his transaction if he desires.  Thank you for giving us an opportunity to resolve this cust concerns 

   

  Regards, 

  *************************;

• Initial Complaint

  Date:05/16/2023

  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 purchased two Seresto collars and was told that, with my petplus discount, it would be $98. I purchased it, got an email confirmation, thought we were good to go. Today I wake up and see my card has been charged $115. I check my account on their website and it shows $115 as well. I call and they tell me that because my petplus is for my dogs, they can't give me discount on cat items. SINCE WHEN? My whole purchase history is LITERALLY 95% for cats. I ALWAYS have been given the discount for cat items, I just could not use the discount for anything that was prescription for anything other than my two dogs. Now, did they decide to change the rule? yes, probably so. But if that's the case, they need to notify people. They should have sent me an email stating they could not honor that price due to it being for cats and how would I like to proceed - would I like to go forward with the order at the higher price or would I like to cancel? Instead, they decided to make the decision for me and charge my card $115 without permission. This company is a scam who steals from you.

  Business Response

  Date: 06/16/2023

  Good day, 

  We certainly appreciate the business of ***************************************  Although the final charge on the order was correct for the items purchased in accordance with our Subscription poilicy, PetCarerx have moved forward and honored the request of ************************************  A refund - charge adjustement has been issued.  A Refund of $18 was triggerred back directly to the credit card used on that order transaction.  We appreciate ** jhavving the opportunity to continue to serve.  

   

  Thank you 

  *************************;