VetDVM, LLC

We are very sorry to hear Ms*** is satisfied with our customer support up until this point and chose to file this claim before waiting for her results. We have completed our investigation. First, we do quote every customer 2-weeks from the date *we receive your kit* (and up to
weeks) based on our volume that month. We do sometimes have one week turnaroundsWe have found we are well within that time frame Second, Ms. *** was given the option for expedited service before checkout. That option provides for a day turnaround from the date we receive her kit. She declined that optionWe have an image of the kit and have results for Ms***. Refunds are not given as stated very clearly before her purchase on the last shopping cart page. She must agree to these terms before she charges her card. These terms are not buried deep in a terms and conditions page, they are on the actual checkout page. They are also reiterated on her email receipt. Services were rendered as promised and no refund will be provided

Ms *** was in fact, sent the two products she ordered along with the allergy kit she received We fulfilled her order in fullWe had a process of verification and it was signed off by two employeesFurther, customer has disputed the entire charge with her credit card company
Now that there is a credit card dispute, there is no further resolution we can assist Ms*** with from this point unfortunately

Complaint:
***
I am rejecting this response because: I would like to retract the complaint from this business as the next day the test kit did arrive in the mail I submitted the test kit to them I wish to retract any negative message stated as they have fully resolved it The item had been shipped and they stated they would proceed with the test.Thank you for your assistance The individual at PetDVM was very helpful
Sincerely,
*** ***

Ms *** was in fact, sent the two products she ordered along with the allergy kit she received We fulfilled her order in fullWe had a process of verification and it was signed off by two employeesFurther, customer has disputed the entire charge with her credit card company
Now that there is a credit card dispute, there is no further resolution we can assist Ms*** with from this point unfortunately

Complaint: ***
I am rejecting this response because:Thank you for your replyThere was no information provided that the kit had to be redeemed within the month time frameYou took my money and disappeared without any notificationZero attempts were made to notify me of the new policy, it was not something I agreed to doI paid money for a service that was not providedNone of the stated policies cover the reason why my service was not provided. The attachment is the receipt that was provided to meSeveral other policies are listed but not the policy stated in the response regarding the three month limitation.
Sincerely,
*** ***

We have been in contact with customer about two replacement kits That is available to our customers who didn't get their kit for any number of reasons We have re-reached out to our customer to send a new kit so she may get the answers she seeks We can not do anything with the
*** transactions made on ***, unfortunately We are eager to help this customer with the service she ordered

We have been in contact with customer about two replacement kits That is available to our customers who didn't get their kit for any number of reasons We have re-reached out to our customer to send a new kit so she may get the answers she seeks We can not do anything with the
*** transactions made on ***, unfortunately We are eager to help this customer with the service she ordered

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
Sincerely,
*** ***

Mr*** - thank you very much for this detail We regret the report was were not provided to you in your case I looked into the details you provided and do understand your situation and want to make sure you are treated fairlyBecause I cannot get those results any longer for you, I granted you the refund you requested in full, including shipping you paid We have put in that request today Please allow 5-business days to receive that credit back to your bank We wish you and your pet(s) all the best with any allergy issues

We apologize for the customer's issue We require all kits to be redeemed within months from purchase We honored all kits within that time frame before we closed the business This kit was purchased over months ago and falls outside the scope of our terms Only kits sent
in past that time frame were returned to sender Sorry again for the inconvenience and the answer you didn't want to hear However, we must state that we did fulfill our obligations per the terms of the sale

Complaint: ***
I am rejecting this response because:Thank you for your replyThere was no information provided that the kit had to be redeemed within the month time frameYou took my money and disappeared without any notificationZero attempts were made to notify me of the new policy, it was not something I agreed to doI paid money for a service that was not providedNone of the stated policies cover the reason why my service was not provided. The attachment is the receipt that was provided to meSeveral other policies are listed but not the policy stated in the response regarding the three month limitation.
Sincerely,
*** ***

I am so sorry, we do not have receipt of the kit back to us, Ms***? As stated clearly at checkout and on every kit, we cannot guarantee the return of your kit without a tracking number on it? ImmuneIQ kit is being discontinued and phased out effective May ? At this time, I
can offer a replacement kit to you, to return back to us immediately?

No, I never received the two additional items I ordered? I am not able to contact anyone at the company to talk to me or respond to my emails? They don't respond back to my email to their help desk email account? Their website is no longer active and when I tried to respond to the threatening email from the founder (*** *.) about him sending my account to collection if I don't remove my dispute through my credit card company, the email was returned back with a rejection notice that it can not find that server or email account? This is the same complaint as I've seen from other complaint posted for this company on this board? There is no legitimate way for customers to contact this company and get a legitimate response back from them.? Thank you.***

Complaint: ***
I am rejecting this response because:Attached is an email chain of attempts to acquire my results? If my results were ready on 3/4, and accessible for days, why would I have such a hard time getting a response to my questions?? In addition, the website ceased operations on 5/10, as below shows:? HiEffective May 10, 2017, *** has ceased operationsWe will be available to customers through this month for supportAll support inquiries must be emailed to? ***? We will not provide phone support during this timeThank you for your business and your understanding!? your response below falls well inside the days from 3/when my order was completed? You were unable to help me within the window you suggest I was responsible for following up.? Email below is from 4/? Even if my order was completed on 3/4, which it wasn't, this would have been within days:? ? Vet D.V.MSupport(Vet DVM)Apr 26, 1:PM MDTHi there,*** is currently experiencing technical difficulties regarding our website***Because of this, we are unable to pull up any existing customer orders/results at this time.We do not yet have a time frame on when this will be remedied, but we are working on this diligentlyWe hope you will be patient with us while this happensWe do apologize for any inconvenience that this may have caused you.As soon as the website is back up and running, we will be able to send you your results.Please let me know if you have any other questionsThank you for emailing our Help Desk and have a great day!Warm regards,***Vet D.V.M?
Sincerely,
*** ***

Mr.? ***'s service was delivered as promised and was given results back in March (months ago) and was instructed to download his results to his hard drive? We do not host or keep results past daysPer our terms and conditions? We would have been happy to assist
Mr.? *** within the day time period

We regret Ms*** decided to file a Revdex.com claim so soonWe receive no record of a call (our phone number is for new orders only and not support) and her email was received only yesterday at 4pm MTWe responded within business hours that her refund was issued.? We happily provided her a
refund since it was within hours of her purchase per the terms of our refund policy.? This matter is resolved.? Proof of refund attached

Good morning.? We deeply regret that you have received reminder emails referencing your deceased pet.? We know how upsetting that can be.? I have confirmed you were in fact, unsubscribed to the email groups you were subscribed to.? But after the first request, you still were
subscribed to other lists you were not removed from (iegeneral newsletter, receipts, new product announcements).? I've taken the liberty of removing your email from 100% of all communications.? I hope you'll understand this was not intentional.? We never want the pain of a pet's passing to be made worse by any email we may send.? This was the first we knew of your pet's passing.? We will also note here that we do not sell pharmaceuticals.? We do not promote them.? We do however, have nutriceuticals (nutritional supplements) for the very symptoms and conditions you described when you initially became a customer of ours.? The emails we sent were only sent to assist you with a solution you may need.? Again, that will not happen again as you have been completely deleted from our communications.? If there is anything else I can do for you further, please mention my name (***) and I will see to it you get the service you deserve.? Thank you for being our customer and please know we are sorry for this upsetting inconvenience

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
Sincerely,
*** ***
?

I am so sorry, we do not have receipt of the kit back to us, Ms. [redacted].  As stated clearly at checkout and on every kit, we cannot guarantee the return of your kit without a tracking number on it.  ImmuneIQ kit is being discontinued and phased out effective May 10.  At this time, I...

can offer a replacement kit to you, to return back to us immediately.

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