Pet Assure Corp

Response:All Pet Assure network veterinarians have contracted to offer discounts to members as outlined on www.petassure.comOccasionally there’s an issue with a specific provider and, when a customer calls us at [redacted] (AM - PM EST), we contact the provider and provide a timely resolution to the memberEvery call to our customer service center gets logged and there is no record of this customer ever calling usShe neither reported a veterinary provider issue nor called in to cancelShe says that the veterinarian said that the services are not covered, but does not say what those services wereWere they non-medical services like grooming or boarding? If yes, it clearly states in our terms and conditions that it is not included in our medical discountAs fully outlined on our website, Pet Assure plans are cancellable and refundableWith close to 200,customers, we have cancellations almost daily and refund all those customersSince this member purchased her plan from [redacted] , she could have easily requested a refund on her purchase by contacting Amazon’s customer service

[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.]
This is what I asked for in the beginning If they just listened and not yell and be rude, we wouldn't have to get this far
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

The doctor [redacted]’s office agreed that it was their mistake and just suggested, for simplicity sake, that they would just credit [redacted] on her next visit. We are sorry for the misunderstanding. Returning the card is part of the standard terms & conditions that everyone agrees to when they...

purchase a membership from us. We received [redacted]’s card and have issued her a credit for the full amount.

Response:All Pet Assure network veterinarians have contracted to offer discounts to members as outlined on www.petassure.com. Occasionally there’s an issue with a specific provider and, when a customer calls us at [redacted] (9 AM - 9 PM EST), we contact the provider and provide a...

timely resolution to the member. Every call to our customer service center gets logged and there is no record of this customer ever calling us. She neither reported a veterinary provider issue nor called in to cancel. She says that the veterinarian said that the services are not covered, but does not say what those services were. Were they non-medical services like grooming or boarding? If yes, it clearly states in our terms and conditions that it is not included in our medical discount. As fully outlined on our website, Pet Assure plans are cancellable and refundable. With close to 200,000 customers, we have cancellations almost daily and refund all those customers. Since this member purchased her plan from [redacted], she could have easily requested a refund on her purchase by contacting Amazon’s customer service.

We had already stopped canceled [redacted] membership and therefore never charged her for July 2015. We have also issued a full and complete refund to [redacted] for May 2015 and June 2015, as she requested. So everything is resolved.

Review: The discount plan I purchased was not honored at the local veterinarians listed on the Pet Assure website / plan. They all said that the services I want done for my pet is not discounted or covered under the plan, even though PetAssure said it was.Desired Settlement: I really thought this was a legit company and bought the plan in good faith, but it was misleading and I want my money back since I did not and cannot receive any discounts with this plan I purchased for my pets.

Business

Response:

Response:All Pet Assure network veterinarians have contracted to offer discounts to members as outlined on www.petassure.com. Occasionally there’s an issue with a specific provider and, when a customer calls us at [redacted] (9 AM - 9 PM EST), we contact the provider and provide a timely resolution to the member. Every call to our customer service center gets logged and there is no record of this customer ever calling us. She neither reported a veterinary provider issue nor called in to cancel. She says that the veterinarian said that the services are not covered, but does not say what those services were. Were they non-medical services like grooming or boarding? If yes, it clearly states in our terms and conditions that it is not included in our medical discount. As fully outlined on our website, Pet Assure plans are cancellable and refundable. With close to 200,000 customers, we have cancellations almost daily and refund all those customers. Since this member purchased her plan from [redacted], she could have easily requested a refund on her purchase by contacting Amazon’s customer service.

Review: I HAVE CALLED TWICE TO CANCEL. THEY ARE STILL TAKING MONEY OUT OF MY ACCOUNT. I JUST CALLED AGAIN, AND THIS TIME SHE TOLD ME TO CUT THE CARD IN HALF AND EMAIL IT TO THEM. I TOLD THE YOUNG LADY THAT I AM DUE FOR A REFUND, BUT SHE REFUSED. I WANT MY REFUND FOR JUNE 2015 MAY 2015 JULY 2015. THANK yOUDesired Settlement: REFUND PLEASE

Business

Response:

We had already stopped canceled [redacted] membership and therefore never charged her for July 2015. We have also issued a full and complete refund to [redacted] for May 2015 and June 2015, as she requested. So everything is resolved.

Consumer

Response:

[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.]

This is what I asked for in the beginning. If they just listened and not yell and be rude, we wouldn't have to get this far.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.