WORST CUSTOMER SERVICE EXPERIENCE

1
Out of 10

RECEIVED AN EMAIL STATING THAT PAYMENT HAD BEEN DECLINED, PLEASE UPDATE ACCOUNT INFORMATION. WE RECENTLY ADOPTED 2 RESCUES, SO PET INSURANCE WAS ISSUED 30DAY COMPLIMENTARY ON BOTH DOGS THRU 24HR PET WATCH AND TRUPANION. TRUPANION WE CANCELLED, UNFORTUNATELY WE ASSUMED AFTER 30DAY PERIOD THAT 24HR PET WATCH WOULD CANCEL ALSO, SO UPON RECEIVING EMAIL - WE RESPONDED ALL POLICIES CANCELLED. WE LISTED 1 DOG UNDER MY NAME AND 1 DOG UNDER MY PARTNERS NAME. HE RECEIVED A CALL JUST TO TELL HIM THAT HE WAS NOT LISTED ON POLICY, AND THAT I WOULD HAVE TO CALL BACK TO CANCEL AND GET CONFIRMATION NUMBER, HE TRIED TO REASON WITH THEM THAT THE EMAIL ALONE SHOULD SERVE AS CONFIRMATION OF CANCELLING OF ACCOUNT. THEY CONTINUED TO ARGUE THE POINT WITH HIM, HE EVEN STATED THAT C/CARD AUTHORIZATION HAD BEEN CANCELLED, SHE STATED IT DOES NOT MATTER. THIS IS DEFINITELY NOT THE WAY TO HANDLE BUSINESS.

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Injury/illness
NO CLAIMS
Claim Amount
Breed

Mixed Breed

Age of Pet
1 - 8

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Posted: 03/29/2019
By: Pets Plus Us

Hello Robert, We apologize for the confusion you experienced with your trial policy. When you accept the trial of insurance, we request payment details and advise that the policy continues after the trial unless the pet owner notifies us to cancel the policy on or before the trial period ends. We are only able to accept instructions to cancel from the insured on the policy or the secondary owner if noted on the policy. We hope this provides clarity for you and I hope that both of your pets are doing well. Carolyn, Top Dog of Business Solutions, Pethealth Inc.