ComplaintsforAllivet

• Initial Complaint

  04/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Out of no where I received an email about an order for a medication my dog does not take, from Allivet who I have never ordered from before, that was being auto shipped once approval was confirmed with our vet. My credit card was charged $186 without any consent or request. I have no record anywhere that anyone in my family has ever done business with them so I do t even know how they got my credit card and address information. I emailed and called their customer service immediately. The representative took my contact information but said that the company database was experiencing difficulties and that I should call back in a few hours. I requested that they contact me and she said my request would be escalated and that I would get a response. If I dont hear back this afternoon I will try again. I do not want to have to change my credit card or have to file a charge back.

  

  Business response

  04/08/2024

  Hello ********, 
  
  We sincerely apologize for the concern you experienced regarding the unauthorized charge on your card and the lack of confirmation. We understand the importance of prompt resolution and clear communication in such matters, and we regret any distress caused by this situation.
  
  Upon reviewing your case, we have identified that the original order was placed with ******* Pet Rx on February 8, 2022, for Simparica Trio, which enrolled you in an auto-shipment program every 12 weeks. This auto-shipment remained active until it was canceled on April 3, 2024, by one of our representatives when we reached out to you. We apologize for any delay in responding to your inquiries. 
  
  We want to assure you that Allivet has always been the pharmacy of record for ******* Pet Rx, and our successful partnership with ******* since 2019 has recently ended. To ensure continuity of care, Allivet is now providing the same level of service for you and your pet. We understand the importance of clear communication, and our customers received several emails regarding this transition.
  
  In response to your concerns, we have taken the following actions:

  The auto-shipment has been completely suspended from your account.
  All payment information has been removed from your account.
  The pending order, APA-*******, was canceled. The authorization hold placed on your account should have already dropped. 
  

  We take all feedback seriously and are continuously working to improve our communication methods to provide a more transparent and trustworthy experience for our customers.
  
  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and appreciate the opportunity to address your concerns and improve our services. 

  Customer response

  04/08/2024

   
  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

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  The unconsented transaction was done March 6, 2024. I was charged $274.08 without my authorization. I immediately sent an email on Tuesday, March 5, 2024 upon learning Allivet was shipping an order I did NOT want. I emailed them again on Wednesday, 6, 2024. I am still waiting for a response. Furthermore, the item, which I did NOT order was shipped to my address. I want my money refunded to my card and Allivet to process a return ASAP and to make their website more user friendly, although I refuse to patronize them. They have not responded to any of the two emails sent to **************************************** The unauthorized order number is S-*******. I

  Customer response

  03/10/2024

  Allivet has reached out to me and I wish to close this case. Thank you!

• Initial Complaint

  02/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a prescription for my dog. When I ordered from Allivet, they said they would reach out to my vet to get approval. I then received an email, from Allivet that the order was cancelled because they were not able to get in touch with the vet office. I personally went to the vet office while they spoke to Allivet approving the medication in addition to 4 refills. I then re- ordered since the original order was cancelled and not only was the next order cancelled but I was charged for it. Then, I received a message saying that the medicine thats on auto ship is out for delivery then got another message saying the actual item is on back order. I never signed up for auto ship in the first place.

  

  Business response

  03/07/2024

  Dear ******,

  We sincerely apologize for the confusion and frustration you experienced with your recent orders.

  Upon reviewing your case, it appears that there were duplicate orders placed for both the Flovent HFA Aerosol and the ******* Aerodawg Chamber, resulting in duplicate charges and confusion with the prescription refill process. We acknowledge the oversight and have taken immediate action to rectify the situation.The duplicate orders have been voided, and any pending authorizations have been released, so you should no longer see duplicate charges on your bank statements. We also want to inform you that the Flovent HFA Aerosol has been discontinued, and we apologize for any inconvenience this may cause. However, we are pleased to see that you received your original order, which was placed on 1/23/24.

   Additionally, it appears that an auto-shipment was added to your account when you initially placed your orders. We understand that you did not sign up for auto-shipment. To address this, we have canceled all auto-shipments on your account to ensure that you have full control over your future orders.

  Once again, we apologize for any frustration caused by these issues. We value your business and are committed to improving our processes to prevent similar incidents in the future. If you have any further questions or concerns, please do not hesitate to contact us directly.

  Thank you for bringing this matter to our attention, and we appreciate the opportunity to make things right for you.

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Early in 12/23, I called Allivet pet pharmacy regarding their error in sending multiple orders of a prescription, Advantage Multi. Each order included 6 months of treatments for each of my 3 dogs. Each time they contacted my vet to have a prescription filled for one dog, they sent and charged me for 6 months of treatments for three dogs. This eventually led to an overload of treatments, some of which would expire prior to their use.Two orders were set to expire Dec,2024. Since I had approximately 22 months of treatment on hand, including the two set to expire Dec2024, it would not be possible for me to use all of them prior to their expiration date. The cost of each of these orders was $****** When I spoke with ***************** I was told I would receive a refund for one of the two orders due to expire 12/24. I was told I would receive a mailing label to return the product to them.Weeks passed and on 12/24/23, I wrote to Allivet asking for a timetable for my refund.I received an email on 12/29/23 saying a 12/23 hadn't been sent and I wouldnt be charged. This email had NOTHING to do with the issue of them sending multiple orders previously.On 1/5/24, I sent an email to Allivet advising them I would be reporting them to BBB. On 1/8/24, I received an email from Allivet saying I had used a different email address and they had been unable to determine my account. Each email included my telephone number on record with them.Shortly, I received a telephone call from a company representative. I iterated the details of the multiple shipments and the fact one order would expire prior to my being able to use it. I was told I would receive a ****** credit to my Visa.I was told to take the treatments that would expire to a pharmacy or veterinary office for disposal as they could not be returned. On 1/22/24, I sent an email to Allivet asking for the status of my refund. I have not heard back from them. Note on pix all meds combined 1 box 4 storage

  

  Business response

  02/09/2024

  *********************, 

  We sincerely apologize for the inconvenience and frustration you experienced with the multiple orders and subsequent refund delay regarding your prescription for Advantage Multi. We understand the importance of timely and accurate service, and we regret any inconvenience this may have caused.

  Upon reviewing your case, we acknowledge the error in processing multiple orders for a 6-month supply of treatments for each of your three dogs, resulting in an overload of treatments. We understand your concerns about the impending expiration of some treatments before use.

  We apologize for the delay in issuing your refund and any confusion caused by our communication regarding the resolution of the issue. We acknowledge the oversight in not promptly requesting the refund for the correct order after your initial contact on January 5th.

  To address this matter, we have taken the following actions:
  A refund of $397.07 has been processed for order APA-*******, which had the shorter expiration date.
  We have voided order APA-*******, and the pending charge has been removed from your account.
  As a gesture of goodwill and to express our sincere apologies for the inconvenience caused, we have issued you a store credit for a future purchase.

  We truly value your loyalty as a long-term customer, and we are committed to improving our processes to prevent similar incidents in the future. Your satisfaction is our priority, and we hope to regain your trust.

  If you have any further questions or concerns, please do not hesitate to contact us. We appreciate your understanding and the opportunity to make things right.

  Customer response

  02/13/2024

  After several attempts to get the umbrella accounting service for this and many other online pharmacies, $397.04 was credited to my ***** I was told by the last customer service rep my account was also credited with a $50 gift (credit). If so, terrific. If not, I'm still delighted with the result. Perhaps if any future complaints dealing with this pharmacy's accounting, it be redirected to the brilliant bean counters who take care of their books.

  Best wishes,

  *******************************
  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

  01/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I got an email that they charged my card $185 that I did not authorize. I called to cancel and get an explanation of charges. I have gotten no confirmation email of her canceling.The email was extremely shady that they originally sent me and even had a link to say that it was suspicious. This company is a complete scam

  

  Business response

  02/09/2024

  Dear ******,

  We sincerely apologize for the inconvenience and frustration you experienced regarding the charge on your card. We understand the importance of prompt resolution and clear communication in such matters, and we regret any distress caused by this situation.

  Upon reviewing your case, we have identified that the original order was placed with ******* Pet Rx on August 9, 2023, for Simparica Trio, which enrolled you in an auto-shipment program for every 24 weeks. This auto-shipment remained active until it was canceled on January 22, ****, by one of our representatives when you reached out to us. We apologize for any oversight. 

  We want to assure you that Allivet has always been the pharmacy of record for ******* Pet Rx, and our successful partnership with ******* since 2019 has recently ended. To ensure continuity of care, Allivet is now providing the same level of service for you and your pet. We understand the importance of clear communication, and our customers received several emails regarding this transition.

  In response to your concerns, we have taken the following actions:

  The auto-shipment has been completely suspended from your account.

   All payment information has been removed from your account.

   A full refund for your order has been processed, and you should expect to see it reflected in your method of payment within 3-5 business days. We have attached the receipt of your refund to this message for your reference.

  We sincerely apologize for any confusion caused by the email you received and assure you that it was not our intention to appear shady or engage in deceptive practices. We take all feedback seriously and are continuously working to improve our communication methods to provide a more transparent and trustworthy experience for our customers.

  If you have any further questions or concerns, please do not hesitate to contact us directly. We value your feedback and appreciate the opportunity to address your concerns and improve our services.

• Initial Complaint

  01/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have never worked with this provider and they have attempted to charge my frozen credit card 5 times for a $188.56 since 1/10/24 and today is (1/14/24) I know it is this company as they have emailed me as well. I assume they took over for some other company but if so I havent worked with that company either!

  

  Business response

  01/23/2024

  Dear ******,
  
  We sincerely apologize for the inconvenience and frustration you have experienced due to the unauthorized charges on your frozen credit card. We appreciate your patience as we investigated and addressed this matter.
  
  We found that the original order was placed with ******* Pet Rx on July 31, 2023, for Nexgard and Heartgard Plus. An auto-shipment was enrolled for every 24 weeks at that time. Unfortunately, when the order was canceled on August 1, 2023, the auto-shipment was not canceled, leading to the unintended charges. 
  
  We want to clarify that Allivet has always been the pharmacy of record for ******* Pet Rx. Our successful partnership with ******* since 2019 has ended, and to ensure continuity of care, Allivet is now providing the same level of service for you and your pet. Our customers were notified of this transition through several emails.
  
  To address your immediate concern, we have taken the following actions:
  
  All future auto-shipment orders on your account have been suspended.
  We have removed all payment information from your account.
  Your account has been deactivated to prevent any further unintended charges.

  We understand the importance of your privacy and the need for a seamless customer experience. We sincerely apologize for any confusion or inconvenience caused by this situation.
  
  If you have any further questions or concerns, please do not hesitate to reach out to our customer service team. We appreciate your understanding and thank you for bringing this matter to our attention.

  Customer response

  01/24/2024

   
  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

  01/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased heartworm and flea/tick prevention meds from this company in September 30. I requested they contact the vet for prescription as part of their service. I paid $133 for them. I received one email from them saying the request was sent to the vet. I received no further follow up. I lost track of the order as it was not an immediate need because I had some on hand, enough to get to the cold season, and had started a new job. I never received the order or cancellation. My dog passed away in early December. I am getting around to wrapping things up. I requested a refund as I never received the product and no longer had a need. I was refused based on their 30 day return policy. They said it is on their website so I shouldve been aware of it. I explained I never got anything to be able to return. I was assured this policy extended to this situation. Essentially, this policy sets customers up to fail. I was not part of any communications from the vet but they have now told me the vet denied the prescription (probably needed a more recent blood test). They pointed to this policy and now they get to keep my cash without providing any product or service since 30-days elapsed from the date of the order. I mentioned BBB and they have since refunded the heartworm medicine because it was denied. But they are keeping the money for the flea/tick meds, I am not sure the reasoning as again they did not provide a service or product. These are not the actions of a reputable business

  

  Business response

  01/22/2024

  Dear ***,
  
  We sincerely apologize for the experience you had with our company and the unfortunate loss of your beloved pet. We understand that this situation has been distressing for you, and we appreciate your patience as we addressed your concerns.
  
  After investigating your case, we acknowledge that there were shortcomings in our communication and service processes. We have taken immediate steps to rectify the issues and prevent similar incidents in the future. Our upper management has been made aware of your feedback, and we are implementing plans to update our processes to ensure a smoother and more transparent customer experience.
  
  We are glad to inform you that a full refund has been processed for your order, and we understand the importance of resolving this matter promptly. Your feedback has been invaluable in highlighting areas for improvement, and we are committed to enhancing our services to better serve our customers. We assure you that steps are being taken to improve our customer service standards. We recognize the need for clear and timely communication regarding prescription requests and order updates.
  
  Once again, we extend our heartfelt condolences for the loss of your pet. We appreciate your understanding, and we hope that this resolution helps alleviate any inconvenience caused. If you have any further questions or concerns, please feel free to reach out to our customer service team.
  
  Thank you for bringing this matter to our attention, and we appreciate the opportunity to make amends.
  

• Initial Complaint

  01/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order cancelled and still charged.

  

  Business response

  01/22/2024

  Dear ******, 

  We sincerely apologize for any inconvenience caused by the unexpected charge to your account. We understand the importance of a smooth subscription process, and we appreciate your patience as we addressed this issue.

  Upon investigating your case, we have identified that the auto-shipment was canceled; however, the pending authorization for the order had already been processed. We want to assure you that the order has since been voided, and the pending authorization has dropped.

  The reason for the order still generated after the auto-shipment was canceled is due to the order being in the queue for processing at the time of cancellation. We acknowledge that this may have caused confusion, and we apologize for any frustration it may have caused.

  We want to assure you that steps are being taken to review and improve our subscription processes to avoid similar situations in the future. Your feedback is valuable to us, and we are committed to enhancing our systems to provide a more seamless experience for our customers.

  If you have any further concerns or if there is anything else we can assist you with, please do not hesitate to contact our customer service team. We appreciate your understanding and thank you for bringing this matter to our attention.

  Customer response

  01/25/2024

  I would fight this further but my money was refunded that day. 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I believe that this pharmacy is operating without a licensed pharmacist, which is illegal. I have made numerous attempts to contact the dispensing pharmacist on duty with no success. The reason I needed to converse with the dispensing pharmacist is due to a change in dosing which my vet prescribed and the need for an earlier refill. The customer service department are your only contacts and they are of no assistance as well as rude.i will discontinue using this pharmacy and recommend others do so as well due to safety reasons.

  

  Business response

  12/13/2023

  Hi *****,

  Thank you for bringing your recent experience to our attention. I sincerely apologize for the difficulties you encountered while trying to update your early refill request. Your feedback is crucial, and I want to assure you that we take your concerns seriously.
  
  We have addressed this matter with our pharmacy and customer service team, and we will be implementing additional training to ensure a smoother and more responsive experience for our clients. Your input is invaluable, and we are committed to making the necessary improvements.
  
  We have also added detailed notes to your account regarding the need for early refills so that both our customer service and pharmacy teams will be well-informed about your situation in the future.

  To further address the situation, we will be issuing you a 50% refund on your previous order. Please allow 3-5 business days for the refund to post on your method of payment. While we recognize that this may not completely alleviate the frustration, we hope it serves as a gesture to regain your trust. For any future concerns with your auto-shipments, please feel free to reach out to our ******** Service Supervisor, ***************** 

  Our Director of Pharmacy Verification did reach out to you via email to discuss your issue and confirmed that we are operating with several licensed pharmacists. If you have any additional questions or concerns, please do not hesitate to contact us at ************. 

  
  

• Initial Complaint

  11/22/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The marketing emails from Allivet are annoying. While I used to use ******* PetRx, Allivet charges at least $20 more for the same Simparica Trio product. I asked for all shipments to stop. They make it extra confusing by not letting you stop and start the same order, so there are multiple ones you have to stop. And you can only do so with a live chat rep or calling in. Even after all shipments were stopped, I've STILL gotten emails over the past two days regarding a new product shipment restarting on November 30. I removed my credit card on file so they don't charge me even after ALL shipment requests were stopped. I talked to a phone rep just now who said my credit card information was still on file with ******* PetRx, which makes no sense considering ******* PetRx is closed. So why is Allivet keeping my credit card information on file from a closed ******* PetRx account? And when I asked for my account to be closed, the rep I just spoke to said that she cannot send out an email stating this. So you all can email me twice in 24 hours about autoshipping and send marketing emails but NOT a cancellation email? I want all of this to stop.Of note: The phone number on file is old so I cannot be reached there anymore. But considering the amount of spamming I get via email, I refuse to release my new phone number.

  

  Business response

  11/29/2023

  Hello **********,
  

  First and foremost, Allivet has always been the pharmacy of record for ******* Pet Rx. Allivet has been fulfilling your ******* Pet Rx orders for the last 4 years. We had a successful partnership with ******* since 2019 that has ended. However, we are happy to continue providing the same level of care for you and your pet.

  We understand the importance of ensuring a seamless customer experience and apologize for any frustration caused. Upon reviewing your account, it appears that our automated system might have sent duplicate emails regarding your auto-shipment. Please accept our sincerest apologies for this oversight, as it does not align with the level of service we aim to provide.
  

  To rectify this issue, we are taking immediate action to update our system and ensure that such occurrences do not happen again in the future. Rest assured, steps will be implemented to prevent the recurrence of such communication errors. I can assure you that all your auto shipments have been suspended under the account using the email address **********************. I have attached a screenshot from our system to this email. All your payment information has been removed from our system. We have completely unsubscribed you from email and deactivated your account. I have also completely removed your email from our system.
  

  You did mention in your review that you were being charged more for Junee's Simparica Trio. When you enrolled in auto shipment, you received an initial discount of 20% on your first order. However, all future auto shipment orders only receive a 5% discount. This information was listed on both the ******* Pet Rx website as well as the Allivet website. As we did want to continue the same level of service for your pet, we offered an additional locked-in discount of 10% on top of the 5% auto shipment discount when you contacted us. We also do offer a price matching option, where if you are able to find the Simparica Trio for less through a US pharmacy-verified website, we honor that price and beat it by 2%.

  I completely removed your email from our system yesterday morning. Please be advised that it will take around 3 business days to not receive emails anymore. I have also escalated this to the marketing department to ensure that your contact information is fully removed. The representatives you spoke with unsubscribed you but I wanted to ensure that you would not receive any more notifications, which is why I removed your email completely.
  

  As discussed over email, if there's anything further we can assist you with or if you have any additional concerns, please do not hesitate to let me know.

  Customer response

  11/30/2023

   
  Complaint: 20905021
  
  I am rejecting this response because once again Allivet is spamming me. Even after ALL those cancellations via email and phone, I got yet another email this morning saying that this company restarted auto-shipping. I am going to protest if they charge my account, even though they claimed to have deleted my account and payment methods in ******* and Allivet. 
  
  Sincerely,
  
  *********************************

  

  Business response

  12/07/2023

  **********, 

  As we discussed earlier, your contact information has been completely removed from our system. I mentioned during our email conversation that the removal process might take up to three business days. The email you received is two days after we removed all your contact information from our system. 

  Rest assured, we have taken the necessary steps to erase all contact and payment details from our systems. Additionally, we've ensured the suspension of all auto shipments. Your account has been completely deactivated, and there is no option to reactivate auto shipments.

  Customer response

  12/08/2023

   
  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 (for now). While I am extremely wary of yet another email coming in and that there shouldn't be THIS much effort needed to remove/deactive an account, and I would never ever recommend this company, as long as I don't get another marketing email, this is OK.
  
  In closing,
  
  *********************************

  

  Business response

  12/20/2023

  **********, 

  We understand and acknowledge the concerns you've raised regarding the persistence of emails and the removal of your credit card and email from our system. Please know that this issue has been taken seriously and has been escalated to our IT and ********************* by our *********** Manager for immediate investigation.

  Despite the steps taken by suspending your autoshipments on November 15, removing your credit card on November 22 and removing your email on November 28, we regret that you're still receiving emails. Since all these steps were taken on your account, we ensure there will be no auto shipment charges. Our dedicated IT and Marketing teams are actively working to identify the root cause behind this continued communication.

  Please be assured that a thorough review of our backend systems is underway to rectify this issue promptly. Your account security and the resolution of this matter are of utmost importance to us, and we are committed to ensuring that you do not experience any further inconvenience.

  We sincerely apologize for any frustration or inconvenience this situation may have caused, and we appreciate your patience as we work swiftly to resolve this matter.
  

  Thank you for bringing this to our attention, and rest assured that we are diligently addressing this issue to ensure a swift and satisfactory resolution.
  

  Customer response

  12/27/2023

   
  Complaint: 20905021
  
  I am rejecting this response because I had to cancel all of my debit and credit cards to make sure there were no auto-charges. I cannot trust this company to stop sending emails so I definitely do not trust them with billing. I have all new cards that *** or *** not have been affiliated with ******* PetRx (which I am blocked from seeing) and Allivet. They would be blocked from charges permanently now.

  The company also has made no mention of why it keeps creating new orders when you cancel or suspend one. There is no reason to have three SEPARATE orders when I paused or canceled. That is probably what contributed to this chaos.

  
  Sincerely,
  
  *********************************

*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. ↩