Bad customer service

Out of 10

Have a policy with our dog - no problems. Opened one for our cat April 4th. Wanted it billed April 7th, so we made that change online. They billed two premiums: one on April 4th, one on April 7th! Billed again on May 7th! Sent an email, and they apologized and said they would take the next payment in July. As promised, no payment was taken in June. July arrived, and they took another double payment! They now a had 5 premiums for 4 months of billing. Wrote again and called: they refused to remedy the extra month billed and said the next payment would be due August 7th, and we'd just be paid a month in advance throughout the life of the policy! When I became angry and said I would cancel, they didn't seem to care at all.
I've asked them to cancel the cat's policy; I may follow suit with the dog. Absolutely disgusted with them.

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Billing irregularities
Claim Amount
Under $100

Mixed Breed

Age of Pet
1 - 8

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Posted: 08/18/2011

I contacted directly Mr. Valpy, the CEO of PetSecure Canada, with respect to this problem. Not only did Mr. Valpy resolve our billing issues, he compensated us for the frustration we endured. At this stage, we're happy to continue to have our pets provided for by PetSecure. Mr. Valpy is clearly customer-service oriented, and that goes a long way, in our estimation.