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:09/05/2023

  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.

  About a year ago I tried to order a meditation (NexGard) for my dog at the time a gave Vetsource all of my information, they sent me an email back saying they could not fill it because I didnt have a prescription from the vet for it. So I figured I wasnt going to get it from there and went to my veterinarian and picked it up instead. About six months later a received a shipment of the medication in the mail I kept it payed for ***** then contacted the company and told them that they told me they were not shipping my meds and to not send any more. Six months after that I received a mother delivery and told the people at the post office I did not order it and wanted it sent back they had me put on the same pkg it came in refused return to sender. So it was sent back and the company is still charging me for it even though they have it and I informed them not to send any more. They are now saying they dont take medications back this medication is in a sealed box with sealed chews in it they could clearly see the pkg they sent it in was never opened.

  

  Business Response

  Date: 09/05/2023

  We're sorry for the error. We do show an email from you on March 7 requesting cancellation of the AutoShip order, so the April 28th order should not have been sent. The AutoShip order has already been cancelled in our system, and we've issued a refund for the April 28th order, #********. 
  We hope this resolves this issue. Please let us know if there's anything else you need.

  Customer Answer

  Date: 09/06/2023

  According to my credit card company refund was not offered I am still being billed for item.

   

   

  

  Business Response

  Date: 09/07/2023

  The refund was issued on the same day as your response, and it can take 3-5 business days for these credit transactions to process. A receipt is attached showing the credit to your card; our apologies for any confusion.

• Initial Complaint

  Date:08/23/2023

  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.

  It is about ************ for my dog, Simparica and Interceptor, which had the date for delivery with Autoship today, August 22nd. Order #********.The money, $187.97, was taken today from my account, even the status of the order was Awaiting Approval. I asked the ************* to solve this, they sent back the message that they approved.Well, the status of the order is still the same, and I have no medicine! This is the second issue with VetSource, I am disgusted of their service! I canceled the rest of Autoship, but I want this order for which I payed. Hoping that it will be solved in my favor, I will find another way to purchase the medicine for my dog.Thank you,*************************

  Customer Answer

  Date: 08/24/2023

  I had an email from VetSource 

  here it is, sent yesterday:

  We have prepared the shipment, and the carrier will pick it up soon

  But guess what? I tried to track the order #, and it does not exist!

  and, of course, no order is in!

  i definitely want a full refund, I am done being taken as stupid!!

   

  Customer Answer

  Date: 08/28/2023

  You can stop this action, I got today my order.

  i am done with any other contact with this Company!

  Thank you for your support,

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

• Initial Complaint

  Date:08/18/2023

  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.

  Checking our bank statement on the bank app, husband and I, noticed a charge for $46.24 that we did not recognize. Its from this business, it appears as VetSource ******** on bank statement. The charge was done on August 17th. Today!So we called the bank to dispute it and it turns out they had charged us already two more times. On June 24th $46.24 and again in July $41.62. We have never heard of this business, like, in general.. obviously we have never ordered anything from this place, we have no subscriptions of anything that this business offers. We dont have any clue of how they got our information. Reading the comments here and after a quick ****** search we noticed its happened before to other people.

  

  Business Response

  Date: 09/05/2023

  We were able to find your order in our system: It looks like your veterinarian, ***********************************, set up an AutoShip order for your pets' Simparica Trio parasiticide (for ***************** on a monthly basis. The email address we have on file for you is ************************ and you should have received notification emails about your order. This has been canceled by accounting since you've disputed the transactions.

  We apologize for any confusion. If you'd like to resume your AutoShip order or if you have any other questions, you can contact us at ************** or *****************************************************. 
  

• Initial Complaint

  Date:07/21/2023

  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.

  I had an Auto ship order I forgot to cancel. I received an email from Vetsource on 7/15/23 at 7:09 AM my Auto ship order was placed. I called Vetsource at 9:10 AM the same day, 7/15/23, just two hours after I received the email. The person I spoke to said she would attempt to reach the warehouse to cancel the order before shipping, but didn't know if anyone was in the warehouse on Saturday.I called Vetsource again on Monday, 7/17/23, at 11:46 AM to check in. I was told it was too late to cancel, the items would ship, there was nothing they could do. I asked to speak to a supervisor. I spoke with *****, who said since all of their non prescription items come direct from the manufacturer, they rarely are able to cancel any non-prescription orders at all. I asked why it doesn't say on Vetsource's warehouse that all of these items ship from the manufacturer, not Vetsource. She had no answer and had no interest to find out the answer or relay the issue to anyone. She said once shipped, she could refund me the order.I checked the order on 7/21/23, and the order was shipped. I received no refund like ***** indicated. She advised me on 7/17 as soon as it shipped, she would refund the order. This never happened. I called Vetsource again on 7/21/23 at 7:30 AM. I asked for *****. I was told she was out. I asked for another supervisor. I was transferred to this supervisor, who didn't know why the refund wasn't done. She said she would refund the order now and expressed that the conversation was done and wanted to end the call. I asked to stay on the line so I could see the refund email before disconnecting. I then asked to speak to the supervisor's manager. She said the manager was out of office and didn't speak with customers anyways. She also placed the blame on me because I should've seen the auto ship reminder email and cancelled the order beforehand. I never received this reminder email. I asked if there was anyone above her to speak with today and she said no.

  

  Business Response

  Date: 09/07/2023

  Our records show that the customer spoke with a manager on July 24 and was issued a full refund at that time, with the manager apologizing for the situation and stating that they would address training with the original customer service representative's supervisor. We believe this issue is resolved, but please contact us if anything further is needed. Our apologies again for the frustrating experience.

  Customer Answer

  Date: 09/07/2023

   
  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.
  
  Sincerely,
  
  ****************************************

• Initial Complaint

  Date:06/04/2023

  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.

  I just want to ask you to tell to VetSource Home Delivery to pay more attention how they spell the address, because it can happen to somebody else.I ordered with autoship, through ***********************, Interceptor and Simparica for my dog.They spelt wrong the name of my street, instead 15 Craigwood Dr, they sent my order at **************** I was lucky with a nice lady, ***********************, that she drove at my house and delivered the order.PLEASE TELL TO THE COMPANY TO LOOK AND CHECK TWICE WHEN IT IS ABOUT SHIPPING, NEXT TIME, WHICH WILL BE IN AUGUST, I MIGHT NOT BE THAT HAPPY!The Order # is ******** from 5/30 Thank you, *************************

  

  Business Response

  Date: 06/22/2023

  We're sorry for the inconvenience and glad you were still able to get your order through the kindness of a stranger.
  We're not able to pinpoint at what point the error occurredit could have been during the address verification when you placed the order online, or it's possible your veterinary clinic had an old/incorrect address. However, we do have the correct address of *************** on file for your next AutoShip (see file attached of screenshot from our system), so you should be all set! Please reach out if you have any other issues or questions: ************** or *****************************************************.

  Sincerely,

  **********, on behalf of Vetsource

  Customer Answer

  Date: 06/22/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/04/2023

  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 purchased Simpatico for my dogs order #******** My address was edited to be sent to the wrong address, ********************** **** I sent it to my work address to avoid package theft. I copied pasted my work address, and it somehow was edited to be partial my work address and partial my home address. I contracted vet source to retrieve the item to have it resent to my address as I need that for my dogs.They refuse to resend the package and they refused to refund my money also I want a refund. That is a $200 medication. I contacted my vet as Vet Source said I should contact for a refund but it's Vet Source that I ordered through not my vet.

  Customer Answer

  Date: 04/05/2023

  I tried another attempt to get the item replacement or refunded and they have stated they would send the product to me 

• Initial Complaint

  Date:02/24/2023

  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 placed two orders with Vetsource between January and February. Both were delayed with minimal communication or assistance from Vetsource. Every time I contacted customer support they said they would address the issue but they never would. Now I have my most recent order cancelled after it sat in "In Fulfillment" for over a week with no explanation. I still got charged for my cancelled order and I now used a coupon code for a cancelled order. Vetsource has very very poor service.

  

  Business Response

  Date: 03/20/2023

  We're sorry you've had a frustrating experience. Our records show that we did issue a discount for the amount of the cancelled order, but we will have one of our team leads contact you to resolve the issue.
  Thank you.

  Customer Answer

  Date: 03/20/2023

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/18/2023

  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.

  My vet recommended to order Flea and tick treatment for my dogs through this service. It is set to autoship every 6 months. It shipped in August and I never received it. I did not notice this until 5 months later, because I was able to give them their pill each month. When I ran out I went to check and see when the next shipment was and was shocked to find that it was August. I thought I could reach out and they were look at the tracking and know that it was not delivered and was told I should pay attention more since their policy only covers 90 days. So I am out the cost of the medication that I did not receive and also still need to buy it again.

  

  Business Response

  Date: 01/23/2023

  Thank you for taking the time to let us know about this issue. We apologize for the response, which was not up to our customer service standards. Our team is addressing the customer service issue and has also refunded your order in the amount of $98.74; it should take approximately 3-5 business days to appear on your card. 

  
  We hope this resolves the issue for you. If there's anything else you need, please contact us at ************** or *****************************************************, Mon Fri, 5 a.m. 5 p.m. PT and Sat, 7 a.m. 1 p.m. PT
  

  
  

• Initial Complaint

  Date:01/16/2023

  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.

  I ordered the prescription cat food on 1/8/23. I called 1/13/23 to check the status of my order because I was getting really short on my cat food. Its a prescription food so its hard to get it elsewhere.I was told that I have to wait for the update because it has ti pass certain numbers number if days to get me any information.Today, 1/16/23, I received the email from them, starting that they cant fill my orders and they canceled my orders because they have a backlog of the orders.My problem with then:Please do not take the orders without confirming the product availability, and do not make me wait for 8 days to tell me the items are not available. My cat is out of food and the customer service ppl didnt offer any help.

  

  Business Response

  Date: 01/27/2023

  We're sorry for the frustrating experience. Our records show that the order was approved by your veterinarian on the 9th, and sent to the manufacturer for fulfillment on the 10th. Our representative explained that orders can take 4-8 business days after approval, and up to 5 of those days can be in fulfillment, so the order was not late at the time you called on the 13th. Our representative did attempt to explain that the order could not be expedited, but the call was disconnected.
  
  Unfortunately, the manufacturer then cancelled the order on the 16th due to backorder, which is out of our control. We understand this can be a frustrating experience, especially when it's something your pet needs. We recommend trying to order prescription food more in advance, to help avoid the chances of running out.

  We hope this helps; please contact us if there's anything else you need.

• Initial Complaint

  Date:11/03/2022

  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.

  So I placed an order for 2 items on Oct 13th, and received confirmation on thirteenth that I was indeed charged for my order. And also placed items on auto ship on 1 years time so I would get new ones by the time these were worn out. I received a shipment confirmation as well on the 13th, althought I would receive 3 different surcharge totals which made understanding the invoice.... Slightly unclear. So just a bit of why receiving both items was extremely crucial,I own a dog training business. All of my purchases are funded by the federal government via vocational relay as part of my ticket to work program and my Path To Achieve Self Support (pass). These programs like all federal government programs, fickle as f*k, and require me to request and report my currency transactions down to every last cent. And as I ordered over 40$ worth of equipment, when the invoice said *****, the ***** then ***** and wasn't clear as to why it was changing, this caused my financial dictatorship to, well, have a catastrophic meltdown, social security administration style. So I contacted vetsource support and after requesting they either fulfill the order(I would gladly pay) or issue a refund to the singular item so I could order both items from Amazon or chewy so I could fix my financial summary for the federal overnight, they repeatedly refuse, rudely might I add. Extremely not customer care like, rather like Nazisource not vetsource. And informed me that, because they (never actually charged?) Refunded one of the items, which would be an unauthorized refund if it was, they couldn't issue me any additional (requested)refunds. And that means their unauthorized transaction made the customer ineligible for any authorized transactions, which is not what the user agreement states that all customers must sign. And I also had to wait from the 13th until the 28th for a delivery, week and a half that I cod have ordered from Amazon and received 3 orders, if not for their breach of contract

  

  Business Response

  Date: 11/14/2022

  We're sorry for any frustration resulting from the cancelled item. Our records show that the original order was for 2 items, one of which (the Four Paws ********** Dog Training Lead) was cancelled (likely due to manufacturer out of stock). We are aware of an issue causing some people to not receive notification of cancelled items and our IT team is working to resolve that issue.

  Since the item was cancelled, the charges were reversed for the Four Paws lead, as is standard for online orders. Attached please find records showing the original order and the cancellation. Thank you.

  Customer Answer

  Date: 11/14/2022

   
  Complaint: 18353896
  
  I am rejecting this response because: The *** response, almost verbatum, simply repeated my statements made in my complaint verifying the accusations I was alleging, and seemed to think that was legal defense or rational, when he really, not just here in ******, the law states in easier terms that:

   

  TABLE OF CONTENTS

  ECONOMY GOVERNMENT & POLICY

  Breach of Contract Explained: Types and Consequences

  Breach of Contract

  Via ************************* / Investopedia

   

  What Is a Breach of Contract?

  A breach of contract is a violation of any of the agreed-upon terms and conditions of a binding contract. The breach could be anything from a late payment to a more serious violation, such as the failure to deliver a promised asset.

   

  A contract is binding and will hold weight if taken to court. If it can be proved that a contract was breached, the remedy would generally be to give the victim what they were initially promised. A breach of contract is not considered a crime or even a tort, and punitive damages are rarely awarded for failing to perform promised obligations.

  1

   

  KEY TAKEAWAYS

  A breach of contract occurs when one party in a binding agreement fails to deliver according to the terms of the agreement.

  A breach of contract can happen in both a written contract and an oral contract.

  The parties involved in a breach of contract may resolve the issue among themselves or in a court of law.

  There are different types of contract breaches, including a minor or material breach and an actual or anticipatory breach.

  A breach of contract is not considered a crime or even tort and rarely results in extra monetary compensation.

  Understanding a Breach of Contract

  A breach of contract is when one party breaks the terms of an agreement between two or more parties. This includes when an obligation that is stated in the contract is not completed on timefor example, you are late with a rent paymentor when it is not fulfilled at all, such as a tenant vacating their apartment owing six months back rent.

   

   

  Sometimes the process for dealing with a breach of contract is written in the original contract. For example, a contract may state that, in the event of late payment, the offender must pay a $25 fee along with the missed payment. If the consequences for a specific violation are not included in the contract, then the parties involved may settle the situation among themselves, which could lead to a new contract, adjudication, or another type of resolution.

   

   

  Types of Contract Breaches

  One may think of a contract breach as either minor or material.

   

   

  Minor breach: A minor breach happens when you dont receive an item or service by the due date. For example, you bring a suit to your tailor to be custom fit. The tailor promises (an oral contract) that they will deliver the adjusted garment in time for your important presentation but, in fact, they deliver it a day later.

  Material breach: A material breach is when you receive something different from what was stated in the agreement. Say, for example, that your firm contracts with a vendor to deliver 200 copies of a bound manual for an auto industry conference. But when the boxes arrive at the conference site, they contain gardening brochures instead.

  Further, a breach of contract generally falls under one of two categories:

   

  Actual breach: When one party refuses to fully perform the terms of the contract.

  Anticipatory breach: When a party states in advance that they will not be delivering on the terms of the contract.

   

  And as shown in the attached file, the confirmation was made that an order was place for.a product successfully with a total of $40.98 on the 12th. On the 13th I receive the next communications from seller, indicting shipment was processed. No other communications of cancellations occured until the 26th and **** here in my list of received emails. The refund the issued did not waive them the the agreed upon and confirmed contract for purchase of the products, nor did it relieve them of responsibility to get approval from myself as the financial accounr hold, to complete any further additional currency transaction, either to or from my financial institution under my name or account. The authorization for transactions of payment was a one time only transaction. And no request was made, and no permission was sought ,norq had I approved for any transfer or refundable amounts
  Sincerely,
  
  *************************