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:07/23/2025

  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.

  Today July 23, 2025 I engaged ************************** for veterinary services for treating my dog. After paying $40 and $35 to speak with a veterinarian, a prescription was issued but Id have to buy it from them and pay extra to get it within 3 days, something not disclosed at the forefront. Additionally, I had them call in my prescriptions to my pharmacy, I had to contact them no less than 6 times to ask them To contact my pharmacy as my CVS pharmacy said they had no prescriptions. Finally when they did, they only called in one of the two, stating Id have to by it from them because CVS doesnt have it. I ordered both from prescriptions from them, only to find out CVS filled one of them. I wrote to Sutchs support team via text and email requesting they cancel my order for one of the prescriptions. They refused. See photo of their email. I called them multiple times and the refuse to respond. They refuse to refund me. Im now forced to contact my credit card company to cancel my charges totaling over $130. Please investigate them!They refused to refund me and are scammers!

  Customer Answer

  Date: 07/24/2025

   

  Id like to retract my complaint. ************************** made good on the error and fully refunded me.

  *** ******
  

• Initial Complaint

  Date:06/30/2025

  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 am writing again regarding the missing flea medication and the ongoing issues with my refund. My previous emails detailed the non-delivery of the medication and the failure in processing the refund. After waiting for a week for my refund, it still hasnt came and now my credit card has now been charged another $79.99 for the same medication.This is unacceptable. I have now been waiting well over a week for the medication, followed by another week awaiting a refund that never came. Now, instead of receiving the promised refund today, I find myself charged again TODAY. This is a serious issue.I request immediate action to resolve this. I require two full refunds: one for the original order I never received, and another for the unauthorized charge of $79.99 just placed on my card.Frankly, I am extremely disappointed with the service I have received. The lack of communication and resolution to this issue is highly frustrating. Given these repeated failures.

  

  Business Response

  Date: 07/02/2025

  Thank you for following up, and we sincerely apologize for the frustration this situation has caused.

  After reviewing your account, we can confirm the following:

  You were charged $92 for your Dutch membership.
  You were also charged $112 for two prescribed medications.
  One of those medications, flea and tick prevention, could not be filled, and a refund of $79.99 was issued on Friday, June 27, 2025.

  At this time, we do not see any additional charge of $79.99 on your account. If you're seeing a second charge on your statement, we recommend reaching out to your bank directly to dispute or verify the transaction, as it may be a pending authorization or a duplicate listing.

  That said, we completely understand how frustrating this experience has been and appreciate you bringing it to our attention. If you still haven't received your original refund, or have questions about what you're seeing on your bank statement, our team is happy to help track that down. Please feel free to reach out to us at *****************************************************, and well prioritize resolving this for you.

  Customer Answer

  Date: 07/02/2025

  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:06/26/2025

  Type:Order 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 had a telemedicine appointment with Dutch for my dog, during which their Idaho-licensed veterinarian, Dr. ********** issued a prescription. After the appointment, I requested a written or digital copy of the prescriptionnot a transfer, simply the document itself for my records and personal use.Dutch denied my request multiple times, citing telemedicine regulations as the reason. However, this is factually incorrect. I confirmed through the *********************************** California law, and AVMA ethical standards that I am legally entitled to a copy of the prescription when a valid veterinarian-client-patient relationship (VCPR) exists, which it clearly did in this case.Dutchs refusal to provide this document is a violation of consumer rights and professional veterinary conduct. Their Terms and Conditions do not override state law, and their explanation is misleading. This denial also prevents pet owners from seeking cost-effective options or care continuity outside Dutchs *********** desired outcome is as follows: 1. Immediate issuance of the prescription that was written during my pets appointment.2. Formal acknowledgment that Dutchs current policy conflicts with veterinary standards and state law.3. Policy change to allow clients full legal access to medical records and prescriptions upon request.

  

  Business Response

  Date: 06/27/2025

  As telemedicine veterinarians, we can't provide a written or digital copy because we are not in person and this can lead to abuse. If you were to see an in person vet, she could sign the Rx with wet ink. We cannot do that. Digital copies are not going to be accepted anyway by pharmacies. We have worked with countless pharmacies including ****** and they will still have to call us for an electronic fax to get the prescription verified. 
  
  We have processed your order and it has shipped.  

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23522397
  
  I am rejecting this response because first and foremost, I am legally entitled to a copy of my pets medical recordsincluding written prescriptionsunder both ***** and California law, regardless of whether the care was delivered via telemedicine or in-person.
  Under the Idaho Veterinary Practice Act veterinarians are required to release a copy of a patients medical recordsincluding prescriptionsupon request by the client. The method of care (telemedicine vs. in-person) does not negate this obligation. Idaho recognizes prescriptions written under a valid Veterinarian-Client-Patient Relationship as part of the medical record. Since ********************** operates from ********** and serves clients across states, it is also worth noting that California Business and Professions Code requires that a client must be provided with a copy of the prescription upon request. California law explicitly grants pet owners access to written prescriptions from veterinarians operating within the state. The *************************************** states that when a valid **** exists, clients have the right to a written prescription if they request it, enabling them to fill it at a pharmacy of their choice. The explanation that digital or written copies "cannot be provided" because you are telemedicine-based is not legally valid. In fact: Digital prescriptions are legally recognized and accepted in both states under appropriate verification & formatting standards (e.g., PDF with digital signature). Whether or not a pharmacy prefers to receive a fax directly from you does not override my legal right to access a copy of the prescription issued during my pets appointment.
  Your refusal not only violates consumer rights and medical record access laws, but also limits pet owners' ability to make informed healthcare decisionsan ethically and legally questionable business practice.

  

  Business Response

  Date: 07/02/2025

  Thank you for your detailed feedback, we truly understand your concerns and appreciate the opportunity to clarify.

  While Dutch does not provide written prescriptions in the form typically used for transfers (e.g., a signed PDF or physical document), we are absolutely able to provide you with a full copy of your pets medical records. These records include the diagnoses, treatment plans, and any medications prescribed during your visit. If that is what you're looking for, please let us know and our team will be happy to send that to you promptly.

  We strive to ensure our practices comply with the applicable veterinary telemedicine regulations in all states where we operate, and we take concerns about legal obligations seriously. Our goal is always to support pet parents in making informed decisions, and we're committed to providing transparent access to your pets care history.

  If you'd like to request your medical records or have additional concerns, please feel free to reach out to us directly at ***************************************************** and reference this message.

• Initial Complaint

  Date:06/25/2025

  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.

  I am filing this complaint against Dutch due to a serious issue with their billing practices. I am a long-time customer with an account on autopay, which has always been set to charge on the 5th (or previously the 6th) of every month. However, without any prior notice or authorization, the company charged my account on June ****** days earlyfor the amount of $102.77.This early and unexpected charge caused my bank account to overdraft, and per Chase ***** policy, I will incur a $34 overdraft fee. I am a single mother and full-time nursing student, and I rely on predictable billing to manage my finances. Changing the billing date without notice or consent is not only unfair but has caused me financial *********** make matters worse, I attempted to contact the company immediately after discovering the charge, but I was unable to reach anyone. This lack of customer service only added to my frustration and left me without a way to resolve the issue directly with the business.Despite previous issues with this companys customer service, I tolerated past frustrations. However, this specific incident crossed a line, as it directly caused me financial harm. I requested that the company refund $34 to cover the overdraft fee caused by their early charge. I am now escalating the matter to the Better Business Bureau, as this behavior is not just poor customer serviceit is unethical and possibly unlawful.

  

  Business Response

  Date: 06/26/2025

  Thank you for bringing this to our attention, and were truly sorry for the frustration and financial stress this situation caused.

  After reviewing your account, we can confirm that your medication order was processed earlier than expected. While our system is designed to charge on a consistent cycle, there was a misalignment in the timing of this shipment. We understand how important predictability is, especially when managing finances, and we sincerely apologize for the inconvenience this caused.

  To make things right, our team went ahead and refunded the full amount of the medication that shipped early. Additionally, weve adjusted your future refill schedule to ensure that no further charges or shipments will occur before August 5th, 2025. This way, youll have full control and clarity moving forward.

  Were always working to improve our systems and communication, and your feedback helps us do better. If theres anything else we can assist with, please dont hesitate to reach out to our care team at *****************************************************.

• Initial Complaint

  Date:06/23/2025

  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 reached out to Dutch to get help for my dog. He has high anxiety. I researched and found that the site was risk free and did price matching for meds. The doctor prescribed two meds and stated that we would need to monitor the dog for bit to be sure the meds were working and adjust dose if needed. I was told after the appointment the meds would be in a cart and I could place my order and do monthly appointments to get refills. Once the meds were in the cart i realized they are on auto refill/bill. Aside from that the price was 7 times higher than nearly all other online pet med companies. During my visit the doctor told me I could reach her by message at any time if there was an issue. Upon trying to message her regarding the med price and auto fill issue,I realized this was not true. All you can do is message customer support who will give you the run around. I immediately asked customer service about the price and was bounced back and forth to ***** I finally asked for my account to be immediately cancelled and a refund provided since nothing was as promised or described. I was then told a promo had been provided to cover the price discrepancy. I was told i had to have another visit with the doctor to get auto refill removed. Made no sense to me but ok. Set up that appointment. On that visit Doc says cust service should have taken auto fill off and now she must cancel my first order and create a new order without auto refill. Now she has done that and the price is back up 7 times higher than all other suppliers. I called to try to talk to someone and you cannot speak to anyone. You can text or message and wait for a reply that usually doesnt help. The website is also faulty and constantly glitches out. I feel all this run around and difficulty is purposeful. The auto refill is a way you keep billing the customers credit card. I havent reached out to my bank to dispute the charge but I will if Dutch does not provide an immediate resolution.

  

  Business Response

  Date: 06/23/2025

  Thank you for taking the time to share your experience. Were sorry to hear about the frustration youve had and appreciate the opportunity to clarify.

  Dutch is a subscription-based telemedicine service designed to provide ongoing support for chronic conditions like anxiety. As part of that model, medications are placed on auto-refill by default to help ensure your pet receives continuous care without interruption. That said, we absolutely understand auto-refill isn't right for everyone and are always happy to make adjustments when requested.

  When you reached out to us about the pricing concerns, our team acted quickly and applied a promo to price-match your items right away. We also worked alongside the veterinarian to help resolve the auto-refill issue by canceling and replacing the order as needed.

  We do apologize for any confusion around messaging. While youre able to message your vet for treatment-related questions, any questions related to orders, billing, or account changes are best directed to our support team at *****************************************************. That team is available to assist with anything outside of direct medical care. I do see you were only able to price match one of the two mediations and if you reach out we can assist in a price match code for the second medication. 

  We also appreciate the feedback about your experience navigating the website and messaging tools. Your concerns have been shared with our internal teams so we can continue to improve both our platform and communication.

  We hope this context is helpful, and were here to support you if theres anything else we can do to make things right.

  Sincerely,
  Dutch Customer Experience Team

• Initial Complaint

  Date:06/23/2025

  Type:Product 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.

  On 6/23, I received notice that an order has been placed for a refill on antifungal pads for my dog for $17.09 before taxes. I immediately reached out to support via chat and email and asked for the order to be canceled. I was shut down immediately and told they are unable to cancel. I know this to be untrue because I previously had an order issue in the past and the *** was able to adjust it right away. I dont appreciate the lack of support and I wasnt given any options. If they are unable to refund than I should have received other means of compensation. Horrible experience and I wont be letting this go until full refund has been issued.

  

  Business Response

  Date: 06/23/2025

  Thank you for bringing this to our attention.
  
  Were sorry to hear about your recent experience and appreciate the opportunity to clarify. While our standard policy does state that we are unable to cancel or refund medication orders once they have been processed, in this case, we went ahead and made an exception. I have advised our customer service team to issue a full refund for the antifungal pads, even though the order was already in fulfillment and will still be delivered to you.
  
  We understand your frustration and have shared your feedback internally so we can continue improving how we communicate these policies. We hope this resolution reflects our commitment to doing right by our members, even when the situation falls outside of our usual guidelines.
  
  If theres anything else we can assist you with, please dont hesitate to reach out.
  
  Sincerely,
  Dutch Customer Experience Team

• Initial Complaint

  Date:06/20/2025

  Type:Order 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.

  Dutch is not real veterinary care. It sells prescriptions like Simparica and Nexgard through a subscription system that bypasses basic medical and legal standards. In most U.S. states, those medications require a valid Veterinary-Client-Patient Relationship (VCPR), which includes a recent in-person exam. Dutch ignores this. In my case, there was no exam, no follow-up, no accountable vet just a form, a video chat, and a bill.Dutch isnt telemedicine. Its a subscription pill service that avoids oversight and legal compliance. Refills require new payments and new consults with rotating vets who know nothing about your pet. Theres no continuity and no care just churn and billing.Customer service is evasive and useless. The entire system is built to extract money while avoiding responsibility. After a few cycles, youve spent double what a real vet would cost and your animal gets less than the legal minimum standard of care.This isnt accidental. Its the business model. Dutch commodifies medicine, undermines trust, and puts pets at risk. Ive reported them to my state board, the ***, and the Attorney General. Others should ********* Disclaimer This review reflects my experience, factual observations, and personal opinion, all protected under the First Amendment and case law including *********, Gertz, Falwell, and ********. No false statements of fact are made. All opinions are offered in good faith and on matters of public concern.I reject any claim that this is defamation or unlawful speech. Any such threat will be treated as retaliation. I invoke all protections under Anti-SLAPP laws, consumer rights, and whistleblower statutes. Legal action to suppress this will be met with full legal response.

  

  Business Response

  Date: 06/23/2025

  Dear Better Business Bureau and Enric,
  Thank you for sharing your concerns. We take all customer feedback seriously and appreciate the opportunity to provide clarification regarding Dutchs services and practices.

  Dutch is a telehealth platform that connects pet owners with licensed veterinarians across the **** We operate fully within the bounds of both state and federal telemedicine regulations, including those governing the Veterinary-Client-Patient Relationship (VCPR). In states that require an in-person exam to establish a VCPR, Dutch does not fulfill prescriptions or offer treatment unless that requirement is met. Our veterinarians are licensed and adhere to all relevant legal and ethical standards in their respective states.

  
  To clarify how our platform operates:
  Dutch is a membership-based telehealth service. This model allows pet parents to connect with veterinarians for ongoing care and consultations, similar to other telemedicine services in human health care.
  An active membership is required for prescriptions to be written or fulfilled. If a membership is canceled, Dutch is unable to provide medication or refills, per our platforms rules and regulatory compliance obligations.
  Dutch does not bypass VCPR requirements. Where telemedicine is legally allowed to establish a VCPR via video consultation, our licensed vets follow that protocol. Where an in-person exam is required by state law, Dutch complies fully.
  In response to the specific case mentioned, wed like to share the message below, which was sent to Enric by our leadership team:
  
  Hi Enric,
  My name is *******, and Im part of the leadership team here at Dutch. Im reaching out because your case was recently escalated to me by our customer service team, and I wanted to personally follow up.

  First, I want to sincerely apologize for the confusion surrounding your attempt to place another order. I understand how frustrating this experience must have been.

  To clarify, an active membership is required in order to fulfill prescriptions through Dutch. After reviewing your account, it appears your membership was canceled in March of this year. Our team attempted to process the medication independently of the membership, but the system automatically canceled the order. Unfortunately, were unable to fulfill any prescriptions without an active membership in place.

  If you decide to restart your membership, youll be able to schedule a video consult with a vet and receive a new prescription right away. Ongoing refills would also require that the membership remain active.

  Lastly, I do want to address that we maintain a respectful and professional environment for both our team and customers. We ask that communication remain courteous, and continued use of inappropriate language may result in us being unable to continue providing services.

  Thank you again for your time, and I truly hope this clears things up. Please dont hesitate to reach out with any further questions.

  Warm regards,
  *******
  Dutch **************** Manager
  
  We are committed to transparency and the safe care of pets. We also welcome regulatory oversight and take any allegations of misconduct seriously. Our service model is built on accessibility, legal compliance, and responsible veterinary telemedicine.

  If any customer has concerns or confusion about our policies, we encourage direct communication with our support or leadership team so we can resolve issues in a constructive manner.

  Sincerely,
  Dutch Pet Telehealth Team

• Initial Complaint

  Date:06/18/2025

  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.

  wanted to get a vet call so gone through the website to set things up, in order to move forward the website forces you to subscribe so i did, after subscribe the website does not allow me to add pet which is mandatory to get a call with vet. $137. Call was ok. Vet seemed uninterested but ok. I purchased prescriptions. Additional $29.50 for 'Pharmacy Processing Fee'. I then get an email the following day to track my order -another 10 DAYS!!!! ?? My dog has diarrhea. 10 days is absolutely useless. Additionally, I was prescribed only 3 pills of Metroniazole when with past vets it's been a 10 day, 2x/day, course of pills.I have since trued to reach customer service via email, online messages, Text messages, and phone number during open hour did not get a response all day. Since I used decided to cancel the service with 5 days of sign up, I wanted a refund for at least the rest of my subscription. It advertises as $11/mo (but then only give you a full years subscription option) but it says if ******* it will not refund or cancel until 2026. I have filed dispute with ****** but they say it is really on Dutch to remedy. I am willing to pay the outrageous 'Pharmacy Fee' for an inadequate Rx, but I demanding refund of at least $137 and immediate cancellation for service not rendered and can not contact you during business hours. **************

  

  Business Response

  Date: 06/18/2025

  Were truly sorry to hear about your experience and appreciate you taking the time to share your feedback. While we understand your frustration, we do want to clarify a few details to provide some transparency.
  
  You did have a consultation with one of our licensed vets, and medication was prescribed based on that evaluation. While we understand it may not have aligned with your previous vet experiences, our medical team follows treatment protocols based on the information provided during the visit.
  
  We also want to clarify that there is no $29.50 processing fee. The medication prescribed cost $24.50, and a one-time $5 pharmacy fee was applied. Your order was placed on a Saturday with standard shipping selected. It was processed and shipped by the pharmacy on Tuesday and is on track to arrive Monday, the 23rd. That said, we recognize your disappointment and, as a gesture of goodwill, we have fully refunded both your membership and your medication order.
  
  Were committed to improving and have shared your concerns with our team. If theres anything more we can do or clarify, please dont hesitate to reach out directly, were here to help.

• Initial Complaint

  Date:06/11/2025

  Type:Delivery 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 used Dutch pet services. I signed up and had a Zoom visit with a vet. She prescribed medication. The site discouraged transfer to a local pharmacy so I ordered from them and paid $20 for rush shipping. They fraudulently use rush as it indicated next day and expedited. **************** is a joke and I was told to look at the **** for the 2-4 day information on the shipping. It was not what was stated when checking out.

  

  Business Response

  Date: 06/12/2025

  Thank you for sharing your feedback. We understand how important it is to receive your pets medication quickly, especially when theyre in need.

  We wanted to clarify that your order was placed on Tuesday and successfully delivered this morning. Rush shipping is listed as 1 to 3 business days, and your package arrived within that timeframe. Our team has been actively communicating with you to monitor the shipment and ensure it was delivered safely.

  Additionally, when you reached out regarding a price match, we were able to honor your request and promptly processed a refund for the difference.

  Were committed to transparency and improving wherever we can, and were sorry if any of the information during checkout caused confusion. If theres anything else we can assist you with, please dont hesitate to reach out were here to help.

• Initial Complaint

  Date:06/09/2025

  Type:Product 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.

  Total rip off busn want total refund tried out busn cancelled busn. Dutch has my cr card info keeps charging monthly charges. I cancelled back in Dec 2024. They chgd me a cancellation fee of $15.00 on 1-8-2025. Since then they keep charging my credit card every month. They owe me $190.00. I even changed my credit card numbers and still keep robbing me. No end in site. Will report to attorney general if necessary. These people should be in jail. Internet says **** ******* is director of client services. *********************************************************************************. WHERE ARE YOU **** *******!!!!!!!!!!!!!!!!!!

  

  Business Response

  Date: 06/10/2025

  Were sorry to hear about your frustration and appreciate the opportunity to clarify the situation.

  After reviewing your account, we found that there was an appointment scheduled shortly after your signup, but it was marked as a no-show, and no active services were used afterward. Additionally, we did not receive a cancellation request until April 12, 2025. At that time, our team provided you with instructions on how to cancel your membership directly through your account portal.

  Our system requires cancellations to be completed by the customer through the portal to ensure transparency and full control over your subscription. Because we did not receive a cancellation or see any action taken in the portal prior to ****** charges continued until May when you successfully cancelled. 

  That said, we understand how frustrating this situation has been. Due to the missed appointment, lack of service use, and the confusion around cancellation, we made an exception and have fully refunded all charges from December 2024 through the final charge in May 2025, including the initial cancellation fee.

  You should have received confirmation of this refund, but if you have any further questions or need assistance, were here to help.

  Thank you again for bringing this to our attention,